Enabling Email Engagement Sync in Salesforce

This is a guide to help you set up email engagement sync and enable synchronization for burst emails in Salesforce. This will allow you to see email opens, clicks and bounce information in the Email Message object when an email is synced using Riva Sync.

Note: Improvements to support more engagement metrics are coming soon!

In Salesforce:

Please ensure that you are a Salesforce admin user before proceeding with the steps.

1. Enable "Enhanced Email" by going to "Settings -> Email -> Enhanced Email"
   1. This ensures that emails in Salesforce are saved as EmailMessage objects rather than Task objects.
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2. Enable "Email Tracking" by going to "Settings -> Activity Settings -> Enable Email Tracking"
   1. This gives Riva access to default EmailMessage fields such as "FirstOpenedDate", "LastOpenedDate", "IsOpened" and "IsTracked". Note that "IsOpened" and "IsTracked" are not available for use in the Object Manager.
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3. To utilize the bounce functionality that is available in Salesforce, enable "Bounce Management" by going to "Settings -> Email -> Deliverability". Check "Activate bounce management"
   1. This gives access to default EmailMessage field "IsBounced". Note that "IsBounced" is not available for use in the Object Manager. If you do not want to use the default IsBounced field, you can utilize Riva's custom field "IsBounced__c"
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4. Create custom fields to support additional engagement information by going to "Settings -> Object & Fields -> Email Message -> Fields & Relationships -> New".

   • Field Name	Type	Description
     TotalOpens	Number	Total number of email opens
     IsClicked	Checkbox	Was a link within the email clicked on?
     TotalClicks	Number	Total number of clicks (for all links)
     Delegator	Text	Email of the delegator
     Type	Text	Values can be either "Cadence" or "Email Burst"
     Name	Text	Name of the Email Burst or Cadence (does not apply for Opens & Clicks)
     CreatedOn	Date/Time	Date and time of when Email Burst or Cadence was created
     IsOpened	Checkbox	Was the email opened?
     IsReplied	Checkbox	Was the email replied to?
     TotalReplies	Number	Total number of replies
     IsBounced	Checkbox	Was the email bounced?
     FirstClickedDate	Date/Time	Date and time a link within the email was first clicked
     LastClickedDate	Date/Time	Date and time a link within the email was last clicked

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5. Update the "Page Layout" from "Settings -> Object & Fields -> Email Message ->Page Layouts" to make fields visible on the EmailMessage object. Note that Salesforce's default fields "IsOpened", "IsTracked", "IsBounced" are not available in the page layout. 
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In Riva Cloud

For these steps, please reach out to Riva's support team for assistance. Note that a simplified set up process will be available soon.

Pre-requisite: This is only supported for EWS connections, not Graph.

Once these have been set, emails sent using Email Burst or Cadences will sync to Salesforce with the email engagement metrics. Please ensure that the user checked "Enable Email Engagement Sync" for this feature to work.