Riva CRM Integration - Documentation and Knowledge Base

Declined Appointment Polling: Overview, Setup, and Troubleshooting

Article ID: 2218
Last updated: 14 Sep, 2021



  • Riva Sync 2021.3 or higher.
  • Permissions to Outlook's Deleted Items folder.

What is Declined Appointment Polling?

Declined Appointment Polling is a process that checks for declined appointments in the Deleted items folder, in order to ensure the status of these appointments is accurately reflected in CRM. The declined appointments are then synced and matched to the CRM appointments with a declined status.

Benefits of Declined Appointment Polling

Declined Appointment Polling correctly syncs both declined appointments and the declined appointments that are subsequently accepted.

  • Fix for: meetings declined in Exchange are not updated as declined in CRM.
  • If a declined appointment has already synced to the CRM and then it is accepted, the sync detects the declined appointment has been accepted and the appointment status in the CRM is changed to accepted.
  • If a declined appointment is changed to accepted before the decline could be synced to the CRM, the appointment is synced to the CRM as accepted.

Setting Up Declined Appointment Polling

By default, Declined Appointment Polling is disabled.

To enable Declined Appointment Polling:

Result: When enabled, Declined Appointment Polling takes place during every sync cycle, starting with the next sync cycle.

Troubleshooting Declined Appointment Polling

Two advanced connection tests are of special relevance to Declined Appointment Polling.

  • The General test includes a permissions check on Outlook's Deleted Items folder,
  • The Query By test includes the DeclinedAppointment Query Type, which is selected to look for declined appointments.

To access the advanced connection tests:

  1. Open the Riva Manager application.
  2. On the right pane, double-click the Exchange or Office 365 connection to edit it.
  3. In the Connection Edit window, navigate to the Connection Test page, and select the Show Advanced Tests check box.
  4. On the menu bar that appears, select General or Query By.

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Article ID: 2218
Last updated: 14 Sep, 2021
Revision: 10
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