Conversation Capture and Conversation Follow: Differences

Article ID: 1986
Last updated: 09 Oct, 2019

For Salesforce users, Riva can sync Office 365 or Exchange conversations in two ways:

What are the main differences?
 

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.



Article ID: 1986
Last updated: 09 Oct, 2019
Revision: 5
Views: 24
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