Setup & Configuration of Sales Engagement Features

Overview

This article outlines the prerequisites and step-by-step setup required to configure the Sales Engagement feature set in your Riva Cloud environment.

By the end of this guide, you will have Sales Engagement enabled in the Sales Engagement Portal and be ready to proceed with advanced configuration and onboarding.

Riva supports multiple deployment options. For the purpose of this document, we will cover:

• Riva Cloud / Sales Engagement Portal

• Riva Insight

Please note: Sales Engagement features are supported only in the Riva Insight Web Add-in. The Windows Add-in does not support these features. - Contact our support team to upgrade. 

Key Roles for Implementing Sales Engagement Features

Supported Systems

Riva Sales Engagement features are currently supported on the following email and CRM platforms:

• Email Platforms: Microsoft Exchange (2013 and newer, including on-premises deployments) and Microsoft Office 365

• CRM Platform: Salesforce

Deployment Options

Cloud Hosting
Riva services are delivered via Riva Cloud, which is hosted on Amazon Web Services infrastructure.

Email Tracking & Insights
Email Bursts and Opens & Clicks are supported through the Riva Insight side panel.

Data Isolation & Security
Each customer is provisioned within a dedicated single-tenant container, fully isolated from other customers. Configuration settings and application data are securely maintained within a customer-specific document collection to ensure strict data separation.

This functionality is supported through the Sales Engagement platform using the web-based portal and Riva Insight (on-premises deployment).

For additional details regarding Riva’s Security and Privacy Statement, please refer to the following article:
Riva Sales Engagement – Statement on Security & Privacy  https://support.rivasync.com/hc/en-us/articles/27146018663188-FAQ-Riva-Sales-Engagement-Statement-on-Security-Privacy

Prerequisites

Please ensure the following steps are completed before enabling Sales Engagement features:

• A separate connection to Microsoft Exchange or Microsoft Office 365 must be configured specifically for Sales Engagement. This connection is required in addition to any existing connection used for sync policies.

• This dedicated connection is used for authentication and authorization within your Exchange / Office 365 environment.

• If Riva Insight is being utilized, only the Web Add-in deployment is supported.

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: Limiting Mailbox and User Access with Application Permissions using RBAC

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)

Email Connection Configuration

• The default landing page is the Connections page.

• The email connection details are used to define key parameters such as the domain and admin user for Riva Bookings.

• These settings cannot be modified later and may impact Riva Insight functionality if configured incorrectly.

It is recommended to select the three dots (⋯) in the upper-right corner of the connection and choose Edit.

While an email connection is not required to deploy Sales Engagement features, if one is configured, it is considered best practice to verify that it is functioning properly.

From the Edit screen, you can test the connection to confirm it is working correctly before proceeding.

Step 3: Create your Account

To configure Sales Engagement features, navigate to Insight → Sales Engagement.

• The top section of the page displays the advanced features licensed for your organization.

• The bottom section provides your instance details.

Instance Details:

• Admin Email: Retrieved from the Microsoft Exchange connection configured for Riva Sync.

• Instance (Account) Domain: Assigned upon account creation.

• User Count: Defined based on the licensed user total established by the Riva 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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