Direct Track in Riva Insight Track in CRM

In Riva Insight 2021.1 or newer, along with Riva Sync 2021.1 or newer, Track in CRM can track an item directly from the Inbox or the Sent Items folder without moving or copying the item to the "- Create New Email" folder.

Direct Track is supported for sync policies configured for one or more of the following:

• Inbox and/or Sent Items automatic email sync.
• Conversation Capture.
• Conversation Follow.
   

Behaviour when Direct Track is not enabled

By default, when an item is tracked from the Inbox or Sent Items folder, the item is either copied or moved in Outlook to a "- Create New Email" folder.  After a copied item is synced, it is removed from "- Create New Email", and after a moved item is synced, it is moved back to its original location in Outlook.

Copying or moving the item may cause confusion for the end user. Examples:

• If the item is copied, then between the time a user clicks Track and the time the copy is removed from the "- Create New Email" folder, doing a search for the item finds two copies: the original item; and the copy in the "- Create New Email" folder.
• If the item is moved, then between the time a user clicks Track and the time the item is moved back to the Inbox or Sent Items folder, the user may notice the email is not in the Inbox or Sent Items folder and wonder what's going on.

Behaviour when Direct Track is Enabled

To avoid confusion, Track in CRM can be configured to track an item directly from the Inbox or the Sent Items folder without moving or copying the item to the "- Create New Email" folder.

• Direct Track will be applied when:
  • the Inbox and/or Sent Items folder has been enabled for processing (refer to "Direct Track Configuration" below); and
  • an exisiting email is tracked directly from the Inbox or Sent Items folder (Direct Track does not apply to emails in a subfolder); or
  • a new email is tracked directly using "Send and Track in CRM".
• Sticky Track will still be applied when:
  • tracking an email that is in a subfolder within the Inbox; or
  • tracking an email that is in a subfolder within Sent Items; or
  • tracking an email that is outside of the Inbox or Sent Items.
  • NOTE: "Smart Convert" must be enabled for Sticky Track

Direct Track Configuration

• The Inbox and/or Sent Items folder has been enabled for processing by enabling Inbox and/or Sent Items automatic email sync and/or Conversation Capture or Conversation Follow.
• With Riva Sync 2021.2 or newer:
  • Direct Track is enabled  
  • Direct Track can disabled by configuring one or both of the following keys in the advanced options for the sync policy:
    • Sync.Crm.IsDirectTrackEnabled.Inbox = false
    • Sync.Crm.IsDirectTrackEnabled.SentItem = false
• With Riva Sync 2021.1:
  • Direct Track is disabled by default 
  • Direct Track can enabled by configuring one or both of the following keys in the advanced options for the sync policy:
    • Sync.Crm.IsDirectTrackEnabled.Inbox = true
    • Sync.Crm.IsDirectTrackEnabled.SentItem = true