Riva CRM Integration - Documentation and Knowledge Base

Enable the Deletion of "Private" Contacts Synced by Riva

Article ID: 475
Last updated: 26 Aug, 2019

Default Synchronization Behaviour

When CRM contacts are deleted from an Exchange client, the default behaviour for Riva is the following.

  • Deleting the contact from Exchange does not delete the contact from the CRM, because the CRM is the master.
    • The contact is deleted only from the user's Outlook (Exchange) contact list, and
    • If the contact is updated in the CRM in the future, Riva re-syncs the contact back to Exchange, and the contact re-appears in the user's client contact list.

Deleting Contacts in the CRM That Are Marked "Private" in Outlook


In specific scenarios, you might want to allow a user to delete contacts that the user has created.

One of these scenarios could occur if Riva has been configured to sync all new contacts that are created in Exchange. If a user adds a personal contact to their address book without marking it private, this personal contact will be added to the CRM. If the user notices the mistake after the contact sync has already been completed, the personal contact will be in the CRM by then.

If the user logs into the CRM and deletes the contact, the contact will be deleted from the CRM and from their Outlook address book.

The default behaviour of Riva is changed by selecting the check box Enable deletions of Contacts that are marked "private". A contact that was synced to the CRM by Riva on behalf of a user who then marks the contact as "private" will be deleted from the CRM. The contact will not be deleted from Outlook.


To enable the deletion of contacts in the CRM that are marked "Private" in the email client:

  1. Start the Riva Manager application.

  2. On the menu bar, select Policies. In the right pane, double-click the desired sync policy to edit it.

  3. In the Edit CRM Synchronization Policy window that appears, select the Advanced Options tab.

  4. Select the check box Allow deletions of Contacts that are marked "private".

  5. Save the sync policy.

To delete a private contact that has already been synced to the CRM:

  1. In the Outlook Address Book, in the Riva contacts folder, locate the contact.

  2. Edit the contact, and mark it as Private.

  3. Create a copy of that private contact in another contacts folder.

  4. Wait until after the next Riva sync cycle.

  5. Delete the private contact in the Riva contacts folder.

    Result: During the following sync cycle, Riva removes the private contact from the CRM.

Applies to

Article ID: 475
Last updated: 26 Aug, 2019
Revision: 2
Views: 7785
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