Enabling Email Engagement Sync in Salesforce

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. 
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.
   2. 
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.
   2. 
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)

   • 
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. Drag "FirstOpenedDate", "LastOpenedDate", "IsClicked", "TotalClicks","TotalOpens" into the page layout.
   1. 

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. Add <add key="Sync.Ex.UserRivaPropertyGuid" value="true"> in the Exchange Connection custom settings
3. Add <add key="Crm.AdditionalFields.Email" value="IsClicked__c;TotalClicks__c;TotalOpens__c; IsBounced;IsOpened;FirstOpenedDate;LastOpenedDate;IsTracked"> in the Salesforce Connection
4. Add the following keys in "Advanced Options"

• Key	Value
  Sync.ACI.EmailEngagement.Mappings.Enabled	true
  Sync.Ex.SyncQualifierProperty.Name	riva.ACI_Sync
  Sync.Ex.SyncQualifierProperty.Type	boolean

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.