Riva Insight 2025.1 Release Notes

Insight Server 2025.1 Which version do I have?

Client Versions: Which version do I have?

Outlook Web Add-in

- The Outlook Web Add-in manifest does not require an update for this release.

Windows Add-in (Legacy Outlook VSTO Plugin)

- Get Windows Add-in version 2025.1
- In order to benefit from Riva Insight's latest enhancements and improvements, we recommend using the same version of Outlook Windows add-in as the Insight Server.

Release

Riva Insight Cloud Shared Tenants:

Europe and Australia: April 16-17, 2025.
Canada and United States: April 23-24, 2025.

Riva Insight OnPremises: April 17, 2025

- For an upgrade package and to schedule an upgrade, contact the Riva Success Team

Enhanced Track in CRM Experience (Web Add-in)

Background

Enhanced Track in CRM was announced for early access for Riva Insight 2024.4.
With the 2025.1 release, Enhanced Track in CRM will be enabled for Insight cloud customers.
Riva Insight and Riva Sync have undergone changes in how Track in CRM interacts with Outlook in order overcome limitations with Outlook Web add-ins.

What has changed?

Performance:

Tracking performance is improved by reducing the Outlook client-server communication delays when using the "Track" option, then using "Send" from the Outlook message.
There is no longer a limitation when updating the Outlook meeting details and tracking the meeting at the same time.

User Experience:

In addition to "Track & Send", there is now a new "Track" option available when composing a new email or meeting invite. This allows users to track then continue editing the mail item. Once the mail is ready to be sent, just click on "Send" in the Outlook message. Using this option will not have any delays in the tracking process before the email or meeting invite is sent.

Based on what best suits you needs, there are two different ways you can choose to track:

Option 1: Track with Outlook "Send" (new!):
- Track at any time, then use the "Send" button on the message to send off the email or meeting invite.
Option 2: Track & Send:
- Track & Send the email or meeting invite with a single click.
- Note: This option may have delays in the tracking process depending on the version of your Outlook client. Refer to Track & Send Enhancements for more information.

Rollout

After the rollout, users must exit out of Outlook and re-open it in order for Riva insight to switch to the Enhanced Track in CRM experience.

For more information, click here to read more!

Availability

The Enhanced Track in CRM Experience will be enabled for Riva Cloud customers starting with Riva Insight 2025.1.
The Enhanced Track in CRM Experience is not available for On-Premises customers at this time.

Track & Send Enhancements (Web Add-in)

Background

Microsoft has recently released a new API allowing for emails and meeting invites to be sent through Outook add-ins. The new API will allow Riva Insight to do the "Track & Send" without any delays in the tracking process before the email or meeting invite is sent.

Availability

Microsoft is rolling the update out to Microsoft Outlook clients. Once the the new Send API is available, the Track & Send process will function without delays before sending. Clients that have not been updated may still experience delays.
Available starting with Riva Insight 2025.1 with Enhanced Track in CRM enabled.

Microsoft ending support for legacy tokens (affects Web Add-in)

Background

Microsoft will turning off "legacy tokens" (EWS/REST) for Outlook Web add-ins starting February 17th, 2025.

Steps required for Impacted Customers

Riva has already reached out to Riva Insight customers that may be impacted.
Impacted customers will need to:
- Update their manifest to a version that uses GRAPH instead of EWS/REST.
- For customers that have not had an opportunity to update their manifest, customers may re-enable legacy tokens for their organization. Microsoft has provided guidance on how to re-enable legacy tokens: Turn on legacy Exhange tokens

Timeline

Starting February 17, 2025:

Microsoft will be disabling legacy (EWS) tokens for Web Add-ins.
Admins can re-enable legacy tokens via PowerShell to continue using Legacy tokens (EWS) until June 2025.

From June 2025 until October 2025:

Admins can no longer re-enable legacy tokens via PowerShell and must contact Microsoft for any exception.

October 2025 and later:

Legacy tokens turned off for all tenants. Exceptions are no longer allowed.

Emails that exist in CRM are now locked and cannot be tracked

What's New!

Emails that are already in CRM will show as "Locked" and can no longer be tracked.

Background

If an email is already in CRM, tracking an email does not have the changes synced to CRM and the track status stays in a "pending" state. This is due to limitation in CRM that do not allow email messages to be updated (as they are expected to be static).

Configuration

To remove the lock from emails, you can apply either of the following changes in the TrackConfiguration.xml file:

<add key="Track.MailItems.LockMode.Type.Email" value="Unlocked" />
OR
<add key="Track.MailItems.LockMode.Enabled" value="" />

Allow attachment sync to only be set with Track in CRM

What's New!

The default attachment sync behaviour for items that sync without Riva Insight can be controlled (turned off) to only have items tracked with Track in CRM control the attachment sync behaviour.

Background

Attachment sync must be enabled on the sync policy in order for Riva Insight Track in CRM to allow the user to choose if they want to have the attachment synced when tracking. When items are synced without Riva Insight (for example, automatic calendar sync or using the 'Create New" folder), attachments are automatically added when synced.
Now, the default attachment sync can be turned off by setting an advanced options key on the sync policy (previously a custom directive was required to accomplish this).

Configuration

To have attachments not sync by default and only controlled by Riva insight Track in CRM, add the following to the sync policy:
- ```
Sync.Crm.SaveAttachmentsByDefault.Enabled
```

Accessibility enhancements (Screen readers and keyboard only users)

What's New!

A number of improvements have been made to Riva Insight to better support screen readers and keyboard-only users.

Riva Insight support for multiple configurations (Riva Cloud)

What's New!

With Riva Cloud, you may now configure Riva Insight for different groups or business units that use the same CRM organization or Email tenants. THis allows you to have separate configuratiins addressing the busines rulles and needs of the group or business unit. By eliminating shared configurations, it removes restrictions, reduces complexity, and improves performance, ultimately speeding up implementations.

Configuration

For more details related to this new feature, please refer to this Knowledge Base article:
- Configuring multiple Riva insight configurations

Bug Fixes and Other Enhancements

Riva Insight Cloud and On-Premises (any client)

The "Related" tab can now be renamed by adding the following key to the CompanySettings.xml file (Replace "Related" with the value you want to call the related tab):
- ```
<add key="Insight.Tab.Name.Related" value="Related" />
```
The "Skip Attachments" setting is now called "Save Attachements"

Insight can now be configured to load the CRM event card based on custom id (currently supported: internet message id). Add the following to the CompanySettings.xml file (replace 'InternetMessageId__c' with the custom id field in CRM):

<add key="Insight.ContextView.GetByCustomId.IsEnabled" value="true" />
<add key="Insight.ContextView.GetByCustomId.Field.Email" value="internetMessageId" />
<add key="Insight.ContextView.GetByCustomId.Field.Crm" value="InternetMessageId__c" />

2025.1.10.0562 (2024.4.10.0563) - Based on customer feedback, the Track and QuickTrack buttons in the Event Card will be disabled by default. The options are redundant due to Track already being under a Track tab, and may cause confusion to users.
The buttons can re-enabled in the Admin UI under the "Features" > "Track in CRM" section.

The buttons can be re-enabled by adding the following keys to the CompanySettings.xml file:

<add key="Feature.EventCard.Track.IsEnabled" value="true" />
<add key="Feature.EventCard.QuickTrack.IsEnabled" value="true" />

Riva Insight Cloud and On-Premises (with Web Add-in client)

Track in CRM no longer sets a "Skip Attachment" property when choosing to skip syncing attachments.
2025.1.10.0685 (2024.4.10.0684) - For customers that have other add-ins that requires validations or processing running on-send, using Track and Send in Riva Insight will bypass those processes. Track and Send for new items can be disabled by adding the following key to the CompanySettings.xml file:
- ```
<add key="Feature.Track.NewItems.IsEnabled" value="false" />
```
- The Enhanced Track will still allow tracking and sending by clicking on "Track" in the Insight sidebar and then "send" using the Outlook client.

Post-release Bug Fixes and Enhancements

No post-release updates at this time

Known Issues

After tracking a meeting series, the occurrences do not show the "Tracked" badge.