Setting up Email Engagement Tracking in Salesforce

Rawan Maarouf
Rawan Maarouf
  • Updated

Riva Sales Engagement allows email engagement metrics tracked by Riva to be synced over to Salesforce Email Message Object with Riva Sync. This is a guide to set this feature up. 

In Salesforce:

  1. Ensure Email Tracking is enabled (Activity Settings - “Enable Email Tracking”)

    This gives Riva access to Email Message Object fields specific to email tracking like “FirstOpenedDate”, “IsOpened”, “IsTracked” and “LastOpenedDate” 

  2. Enable “Enhanced email” (Settings –> Email –> Enhanced Email) 

    This allows emails to become a standard Email Message Object rather than a Task 

  3. (Optional) Customize Email Message Object layout in Object Builder -> Email Message -> Page Layout  

    Include email tracking related fields in the layout so that it is visible to users viewing the email message object 

In Riva Sync:

1) Add the following keys in “Advanced Keys” for Riva Sync: 

  1. Sync.ACI.EmailEngagement.Mappings.Enabled.Email - True 

    This enables Riva Sync to look for email engagement specific properties in the email (riva.ACI_...) 

  1. Sync.ACI.EmailEngagement.AllowEmailToUpdate.Enabled - True 

    This enables Riva Sync to update email engagement values in Salesforce. For example, email was initially not opened so the email was set the isOpened: False. Later when the email becomes opened, isOpened will need to be updated to True in Salesforce. 

    Note that this will be enabled by the first key 

  1. Sync.Ex.SyncQualifierProperty.Name - riva.ACI_Sync 

    Riva Sync will look for a email property called riva.ACI_Sync to determine whether or not the email should be stored in Salesforce  

  1. Sync.Ex.SyncQualifierProperty.Type 

    Determines the type of the field set in Sync.Ex.SyncQualifierProperty.Name 

2) In Connections -> Salesforce -> Edit, ensure “Email: Sync email to Salesforce as Enhanced Email” is turned on. 

  • This allows Riva Sync to make sure emails gets synced to Salesforce as an Email Message object rather than a Task 

3) Ensure Sync Policy has email sync turned on. 

In Riva Portal:

  1. Each user needs to have Salesforce Integration turned on in Settings -> Integrations 

  1. Ensure Email Engagement Tracking in SF is enabled: 
     

  2. Configure tracking in each sending feature:

    • Cadences: When creating a cadence, ensure “Track email opens & clicks information (opened, bounced, tracked, replied) to Salesforce" is turned on. 

      This can also be changed after publishing via Manage Cadence → Edit → Detail.

    • Email Burst: When creating or editing an email burst, ensure “Salesforce email analytics” is checked. 
       
    • Email Engagement: Ensure "Sync open, click, bounce, tracked, and reply data to Salesforce" is toggled on.
Additional Details:

Here is the mapping of email engagement properties Riva stores to Email Message fields in SF. Riva Sales Engagement will set the following email properties in exchange: 

  • Riva.ACI_isBounced 

  • Riva.ACI_isTracked 

  • Riva.ACI_emailFirstOpened: 

  • Riva.ACI_emailLastOpened 

Riva Sync will look for these properties to set the fields in the EmailMessage Object. The following showcases how Riva’s properties maps to Salesforce EmailMessage Object’s fields: 

  • Riva.ACI_isBounced: isBounced 

  • Riva.ACI_isTracked: isTracked 

  • Riva.ACI_emailFirstOpened: FirstOpenedDate 

  • This will automatically set isOpened field in Salesforce 

  • Riva.ACI_emailLastOpened: LastOpenedDate