Declined Appointment Polling: Overview, Setup, and Troubleshooting

Rawan Maarouf
Rawan Maarouf
  • Updated

Contents:

Requirements

  • 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 accept before the decline can 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.

Using Declined Appointment Polling with the Microsoft Modern Exchange (Graph) Connector

Declined Appointment Polling is supported with the Microsoft Modern Exchange (Graph) Connector. To use this feature, Riva needs permission to access the folders and appointment items used to identify declined meetings.

The Microsoft Entra application used by Riva must have the following Microsoft Graph Application permissions configured under API permissions → Application permissions:

  • MailboxFolder.Read.All
  • MailboxItem.Read.All

These are Application permissions, not Delegated permissions. Riva accesses Microsoft Graph as an application, rather than on behalf of a signed-in user. The authentication method used to obtain the access token—such as a client secret or certificate—does not change the required permission type.

Riva Cloud

Riva manages the Microsoft Entra application used by Riva Cloud. If your organization has already granted consent to the Riva application, an administrator must grant consent again after these new permissions have been added.

Adding the new permissions does not remove permissions that your organization has already granted. However, Microsoft requires an administrator to approve newly requested permissions before Riva can use Declined Appointment Polling with the Graph connector.

New Riva Cloud customers receive the required permissions as part of the initial consent process.

Riva On-Premise

For Riva On-Premise deployments, your organization manages its own Microsoft Entra application registration. Before enabling Declined Appointment Polling with the Graph connector, add the required permissions to your application registration and have a Microsoft Entra administrator grant consent.

If these permissions have not been added and consented to, Declined Appointment Polling cannot access the required mailbox data and will not operate correctly.

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.