Conversation Follow: Syncing Conversations to Your CRM

Article ID: 1984
Last updated: 09 Oct, 2019
In Riva 2.4.53 or higher, Conversation Follow syncs Office 365 or Exchange conversations with any CRM supported by Riva.
In Riva 2.4.55 or higher, Salesforce users have the choice between Conversation Follow and Conversation Capture. What is the difference between those?

Conversation Follow: Advanced Email Conversation Tracking to CRM

In Riva 2.4.53 or higher, it is possible to configure a sync policy so that after an email has been tracked manually to one or more CRM items, all the follow-up emails in the same Office 365 or Exchange conversation are tracked automatically to the same CRM items.

Contents:

Support

Workflow

To synchronize email conversations with Conversation Follow:

  1. An admin enables Conversation Follow.
  2. An end user manually syncs an email.
  3. The Riva sync service automatically tracks the conversation's follow-up emails.
  4. An email user stops the autotracking of a conversation.

Step 1: Enable Conversation Follow

(Riva 2.4.53 or higher for Office 365 and Exchange.)
Actor: A Riva administrator in your company.

  1. Start the Riva Manager application.

  2. In the right pane, double-click the sync policy.

  3. Select the SmartConvert tab.

  4. In the right pane, select this check box: Automatically synchronize emails based on conversation.

  5. Save the policy.
     

Step 2: Manually sync an email

Actor: An end user who syncs with Riva.

  • In Outlook, manually sync an email in one of the usual ways:
    • Drag it to a SmartConvert or Assign To folder; or
    • Set a Riva-specified category on the email in the Inbox or Sent Items folder; or
    • Use the Riva Insight Track in CRM feature.
    Results:
    • The email is tracked to one or more CRM items.
    • The email's category is set to Processing Complete!.
      Note: In your system, the category name "Processing complete!" may have been changed.
     

Step 3: Automatically track the conversation's follow-up emails

Actor: The Riva sync service.

  • The Riva sync process
    • Identifies follow-up emails that belong to the same Office 365 or Exchange conversation as the manually synced email;
    • Automatically tracks them to the same CRM item(s) as the manually synced email; and
    • Sets the follow-up email messages' category to Conversation Tracked.

Step 4: Stop automatically tracking a conversation

Actor: Anyone who replies to or forwards one of the conversation's emails. (This may be a non-syncing user, including someone outside your company.)

  • In Outlook, change the email's Subject line while replying or forwarding.
    Results:
    • The Subject line change causes Exchange or Office 365 to treat the email as the beginning of a new conversation.
    • This new conversation can be synced by Conversation Follow only if an end user manually syncs an email from it.
       

A special case:
Actor: An end user who syncs with Riva.

  • In Outlook, manually copy or move a conversation's follow-up email to a different Assign To folder.
    Result: Conversation Follow tracks that email and that conversation's subsequent emails to the CRM item that corresponds to the new Assign To folder.



Article ID: 1984
Last updated: 09 Oct, 2019
Revision: 4
Views: 28
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