Setup & Configuration of Sales Engagement Features

Overview

This article will walk you through the prerequisites and setup steps needed to configure the Sales Engagement feature set within your Riva Cloud environment.

By the end of this article, you will have configured and enabled the Sales Engagement features in the Sales Engagement portal and be ready to move on to advanced configuration and onboarding steps.

There are multiple different deployment options, for this document we will be using:

1. Riva Cloud / Sales Engagement Portal
2. Riva Insight

Roles required to set up Sales Engagement Features

Supported Systems

Currently, Riva Sales Engagement features are supported for the following email and CRM platforms: 

1. Exchange/Office 365: Riva offers support for both Office 365 as well as Exchange On-Premises 2013 and newer.
2. CRM: Salesforce

Deployment Options

Notes:

*Cloud: Services are hosted on Riva Cloud, which is hosted on the Amazon infrastructure.

Email Bursts and Opens & Clicks utilize the Riva insight Side panel.

Every customer has a dedicated single-tenant “container” that is isolated to each customer. Each customer’s configuration and application data is isolated and maintained in per-customer “document collection”. 

** This can be achieved with the Sales Engagement platform using the web-based portal and Riva Insight on-premises.  

For more details regarding Riva’s statement on security and privacy, see the following article: https://support.rivasync.com/hc/en-us/articles/27146018663188-FAQ-Riva-Sales-Engagement-Statement-on-Security-Privacy

*** Please reach out to the Riva support team for further info

Notes:

*Cloud: Services are hosted on Riva Cloud, which is hosted on the Amazon infrastructure.

• Email Bursts and Opens & Clicks utilize the Riva insight Side panel.
• Every customer has a dedicated single-tenant “container” that is isolated to each customer. Each customer’s configuration and application data is isolated and maintained in per-customer “document collection”. 

** This can be achieved with the Sales Engagement platform using the web-based portal and Riva Insight on-premises.  

• For more details regarding Riva’s statement on security and privacy, see the following article: https://support.rivasync.com/hc/en-us/articles/27146018663188-FAQ-Riva-Sales-Engagement-Statement-on-Security-Privacy

*** Please reach out to the Riva support team for further info

Prerequisites

Ensure the following are completed before enabling Sales Engagement features.

Riva Sales Engagement features require a separate Exchange/Office 365 connection apart from any current connection you may have for the sync policy.

• This connection is used for authorization and authentication into your Exchange/Office 365 environment.
• If Riva Insight is being utilized only the Web add-in is supported. 
  • The Windows add-in is not compatible with the Sales Engagement Features. 

Exchange Permissions Office 365

To allow Riva access to Exchange in Office 365, you need to give consent to Riva. For customers using Office 365, Riva offers two authorization models to enable Riva to access customer’s protected Exchange resources: 

• If using OAuth 2.0 client credentials flow: Prepare credentials for the global admin or a custom role with "managePermissionGrantsForAll.microsoft-company-admin" permissions"
• we can limit that app permission scope to only have access to select users rather than everyone? We can link them to Microsoft Graph: Limiting Azure Application Scope permissions to specific Exchange Online mailboxes - Documentation and Knowledge Base :: Riva CRM Integration (omni-ts.com) for more info.

OR

• If using OAuth 2.0 authorization code flow: Prepare credentials for exchange user with "Application. Impersonation" permissions  
  1. Configure Application. Impersonation through the Office 365 interface or PowerShell
• Microsoft recently announced the retirement of Application Impersonation but this will work until May 2024
• Limit scope: https://support.rivasync.com/hc/en-us/articles/23562862793108-Prepare-Microsoft-365-Exchange-Permissions-For-Riva-Connections 

Note: you do not need to make any changes in your Azure AD manually, Riva will take care of this when Microsoft you are prompted to grant the consent in the “Grant Consent” step to follow.  

Exchange Permissions (Exchange On-Premises)

For customers using Exchange On-Premises. Prepare credentials for exchange users with "Application. Impersonation" permissions. 

• Configure Application. Impersonation through the Office 365 interface or PowerShell

Enable Autodiscover

1. Ensure Autodiscover is enabled in your Exchange on Prem or Office 365 instance.
   1. Confirm your Autodiscover service is enabled by using the Microsoft Remote Connectivity Analyzer. When the connectivity is successful, select and run the Outlook Connectivity test. If that fails, you may need to configure the external URLs in Exchange.  Autodiscover service in Exchange Server.  
2.  (Optional) If you’re not able to confirm a working Autodiscover service, you can manually enter the Exchange Web Services (EWS) URL in the configuration.

Testing Exchange Autodiscovery

This guide will help you test your Exchange server’s Autodiscover capabilities.

1. Go to the Microsoft Connectivity Test page.
2. Click on the Exchange ActiveSync tile.
3. Fill out the fields with your information.
4. Check off Ignore Trust for SSL.
5. Click Perform Test.
6. Click Save as HTML to save the results.
7. If the test results are successful, no further action is required. Please let us know it worked and include the test results.
8. If you receive a Connectivity Test Failed message, click the Save as HTML button.
9. Send the results of the test to your system or mail administrator.

Setup & Deployment

Step 1: Sign into Riva Cloud

Log into your Riva Cloud Account using your administrator account.

Step 2: Test your Email Connection (Optional)

The default page displayed is the connections page.  The email connection information is used to set parameters like domain and admin user for Riva bookings.

These settings cannot be changed and will impact the Riva insight functionality if not set.

It’s recommended to click the three dots in the upper right corner of the connection and choose “Edit.”

• The email connection is not required to deploy the Sales Engagement features but if you do have one, it’s a good practice to ensure it’s in working order.
• From here, you can test the connection and confirm it's working correctly before proceeding

Step 3: Create your Account

Configure Sales Engagement features, by navigating to Insight → Sales Engagement.

The top section of the page will list the advanced features your organization is licensed for. 

The bottom section details your instance information.

• Admin email was taken from the exchange connection used for Riva Sync.
• Instance (Account) Domain: This will be determined once the account is created.
• User Count: Determined by user count set by our licensing team.

Click on "Create Your Instance" to start the initialization process. This process can take a couple of minutes to complete. 

Step 4: Configure your Account

Once the initialization process has been completed, it can take a few minutes. You will see a notification that the instance has been created but that the configuration is missing.

Click “Configure your Account” to proceed to the final setup step.

Step 5: Authenticate

A new tab will open and display the authentication page. From here we need to click on the “Grant Application Access Consent” button.

There are some configuration options here that need to be set before moving on.

Authenticate with Oauth

As a part of the prerequisites a determination needed to be made on how we authenticate.

Choose either:

• If using OAuth 2.0 client credentials flow :

OR

• If using OAuth 2.0 authorization code flow

Once the above option is set, click on Grant Consent

A new pop-up will appear prompting you to sign in with the admin account to accept permissions.

Step 6: Additional Settings

From here any additional admin users and domains can be entered. (if required).

Autodiscover EWS URL

• As discussed in the prerequisites ensure you have the Autodiscover service properly configured. Riva can attempt to locate the service automatically. If this fails, you can enter the Exchange Web Services URL manually.

If you're not able to connect automatically and entering the information doesn't work. You can complete the following test 

Administrator Email

• This will be populated with the  Exchange user. This is the default admin and can not be changed.

• If you want to add admin, use a comma-separated list: admin@company.com, admin2@company.com

Allowable Domains

• At least one domain is required, if you want to add one, use a comma-separated list: domain.com, domain2.com

Save

• After your options are set, click the Save button in the upper-right corner. 
• Once saved, you will be logged out and need to log back into Riva Cloud.

Step 7: Helpful Information

After you log back into the Riva Cloud website, navigate to Sales Engagement features, by navigating to Insight → Sales Engagement.

The setup is complete at this point. Some items of interest are:

• Viewing which features are available and licensed.
• Toggle to enable/disable Sales Engagement features.
• Account information
• Manage your account will open a new tab and take you to the Riva Bookings configuration.

Contact Support

If you encounter an error or have questions, our support team is available to assist.

Contact us

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