Enabling Email Engagement Sync in Salesforce

  • Updated

This is a guide to help you set up email engagement sync 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.
  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.
  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"
  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
  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. 

 

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.

  1. Enable "Sent Items Sync"
    1. Select "Require Category"
  2. Turn on enhanced email check box in Salesforce Connection
  3. Add the following key in Advanced Options for the Salesforce Connection  
    1. Crm.AdditionalFields.Email=Delegator__c;Type__c;Name__c;CreatedOn__c;IsOpened__c;TotalOpens__c;IsClicked__c;TotalClicks__c;IsReplied__c;TotalReplies__c;IsBounced__c;FirstClickedDate__c;LastClickedDate__c
    2. You may need to refresh meta data with the help of the Cloud Operations team to ensure that the fields are up to date
  4. Add the following keys in "Advanced Options" of the Sync Policy  
    1. Sync.Crm.ACI.Enabled=true
      For Graph Connection this key needs to be added as well until RD-14131 is resolved.
      Sync.Ex.RemoveRivaTrackQueuedAt.Enabled=false

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.

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