For Salesforce users, Riva can sync Office 365 or Exchange conversations in two ways:
What are the main differences when syncing conversations to Salesforce?
|
Conversation Capture |
Conversation Follow |
| Availability |
Riva 2.4.55 or higher. |
Riva 2.4.53 or higher. |
| Features |
For every follow-up email in a conversation, only the most recent portion of the email body and its attachments are synced, not the entire body. |
Every follow-up email in a conversation is synced in its entirety (entire body and all attachments) to the CRM item(s). |
| An Office 365 or Exchange conversation can be related to an opportunity, case, contract (not contact), or account. |
The Office 365 or Exchange conversation’s emails and their attachments can be related to any module configured for syncing with Riva. |
| Implementation |
Configuration is required in Salesforce. |
No configuration is required in Salesforce. |
| An Office 365 or Exchange conversation is synced to Salesforce as a conversation object available in the Conversations module. |
No conversation object is created in Salesforce. |
| A Salesforce conversation object contains all of an Office 365 or Exchange conversation's emails and their attachments. It is the conversation object that is related to one or more CRM items. |
An Office 365 or Exchange conversation’s emails and their attachments are automatically tracked individually and directly against the same CRM item(s). |
| Attachments are available on the conversation object, not on the individual emails. |
Attachments are available on the individual emails. |
