For Salesforce users, Riva can sync Office 365 or Exchange conversations in two ways:
- Conversation Capture. (Available only for Salesforce.)
- Conversation Follow. (Available for any CRM supported by Riva.)
What are the main differences when syncing conversations to Salesforce?
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 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. |