Riva Sync Support For Interactions (FSC): User Guide and Admin Setup

Grace Wannapongsai
Grace Wannapongsai
  • Updated

Overview

Riva can sync Outlook meetings into Salesforce and, when configured, also create FSC Interactions and Interaction Summaries. This article includes:

  • A User Guide for what to expect and how the features behave.
  • An Admin Setup guide for enabling and configuring the required settings.

For more information on FSC Interaction Sync and Interaction Summaries, see Riva Sync Support For Interactions (FSC): Overview

User guide

What this feature does

When enabled/configured by your admin, Riva Sync supports syncing to the Salesforce Financial Services Cloud (FSC) Interaction object. This allows financial institutions to sync a meeting as a Salesforce Interaction using Riva’s relationship engine.
Riva’s compliance and security features can be configured to protect Interaction data.

What you might see in Salesforce

  • Your meeting may be synced into Salesforce as an Interaction (FSC Interaction object), when your organization has enabled this capability. 
  • Your organization may also configure security/compliance behavior that affects how Interaction data is handled.

How syncing can be triggered (depends on your org’s configuration)

Your admin can configure Riva to sync items using one of these approaches:

  1. Manual sync

    Users manually select items to sync to Salesforce by: 

    • assigning an Outlook category, or
    • using Track in CRM in Riva Insight.

  2. Match by visibility

    Riva can be configured to match items based on permissions/visibility in Salesforce.

Compliance & security behavior (depends on your org’s configuration)

  • Riva’s compliance and security features can be configured to protect Interaction data.
  • Riva can be configured with data flows to handle Material Non-Public Info (MNPI) or confidential data to comply with industry regulations.
  • Riva’s Configurable Security Layer can be used to protect confidential information. 

Admin setup 

Prerequisites in Salesforce

Enable Interaction, Interaction Summaries in FSC & Creating Permission set

  1. User Profile Setup
    • Create a custom Salesforce profile and assign this profile to the appropriate users.
    • Confirm read/write access is enabled for:
      • Interactions
      • Interaction Summaries
  2. Enable Interaction Summaries in FSC
  3. Enable Sharing Settings 
    1. In Setup → Quick Find, search for Complaint Data Sharing.
    2. Under Object Enablement Settings, enable the following objects:
      • Account
      • Interaction
      • Interaction Summary
      • Opportunity

  4. Create Permission Sets for Compliant Data Sharing

    Create a new permission set:

    • Name: Compliant Data Sharing User

    • License: None

    1. Enable the following system permissions:

      • Use Compliant Data Sharing

      • Interaction Summary Component User

      • Interaction Summary User

      Assign this permission set to all non-admin users who require access.

      Note: The Use Compliant Data Sharing permission allows users to participate in compliant data sharing and participate in participant groups.

  5. Assign required Permission Set Licenses

    1. Navigate to Users → Permission Set License Assignments and assign the following for each non-admin user:

  6. Setup Sharing Settings and Compliance Data Sharing

    In Setup → Quick Find, search for 'Sharing', then click Sharing Settings.

    1. To fully leverage Compliant Data Sharing, update the organization-wide sharing defaults (OWD) for supported objects to either Private or Public Read-Only, as appropriate.

    2. Update only the “Default Internal Access” column, External Default Access column can remain set to Private. Set the following OWD values:

      • Account: Public Read-Only

      • Opportunity: Public Read-Only

      • Interaction: Private (default)

      • Interaction Summary: Private (default)

      These settings ensure compliant data sharing functions as intended while maintaining appropriate internal visibility controls.

    Reference: Configure Your Org for Compliant Data Sharing - Salesforce

Step 1: Configure Required Custom Fields in Salesforce

1. Create and add Custom Fields for Riva's Configurable Security Layer. 

  1. Navigate to Setup → Object Manager and lookup Interaction. Under Fields & Relationships, add the following custom fields.
    1. For Interaction Object:

      • Description (Long Text Area)

      • Privacy Level (Text)

      • Sensitivity Owner (Lookup to User)

    2. For Event Object:

      • Privacy Level - Type: Text

      • Sensitivity Owner - Type: Lookup (User)

2. Optional Custom Fields

Keys for mapping available on Step 2

  1. Sync Response Type for Interaction Attendee

    Field Label Response
    Type Picklist
    Object Interaction Attendee

    • Only needed for syncing for deletion when an attendee declines status. When present, Riva will update the status.

    • Add the following values in a new line without a comma – Accepted, Declined, No Response, Tentative, Organizer

  2. Sync Meeting Notes with HTML format for Interaction Summary 

    Field Label Meeting Notes HTML
    Type Rich Text Area
    Object Interaction Summary

  3. Sync HTML Body for Interaction

    Field Label HTML Description
    Type Rich Text Area
    Object Interaction

    • Sync email in HTML format to this field

  4. Backlink for Interaction – Link from Interaction to Event. Currently, there is no way to navigate back to Event from an Interaction.

    1. EventId (Text, Length – 18, Field Name: EventBackLink). Not required to add to the Interaction layout.

    2. Event (Formula field, Field Name: Event_Link, Return Type: Text). Add to Interaction Layout.

      1. Enter the following formula to populate the Event field with a link to the related event.

        IF(NOT(ISBLANK(EventBackLink__c)),
HYPERLINK(IF(
CONTAINS($Api.Partner_Server_URL_470, 'visual'),
'https://'+
LEFT($Api.Partner_Server_URL_470, FIND( 'visual', $Api.Partner_Server_URL_470))
+'salesforce.com/',
LEFT($Api.Partner_Server_URL_470, FIND( '/services', $Api.Partner_Server_URL_470))
) + EventBackLink__c,
Name, '_self'
),null)

Step 2: Configure Riva to support Interaction Sync

1. Enable Meetings as Interactions (FSC)

To enable syncing Outlook meeting as FSC Interactions, add the following key to the Salesforce Connection Advanced Options:

  • Sync.Salesforce.FSC.MeetingsAsInteractions.Enabled=true

2. Enable Privacy Shield support for Meetings-as-Interactions

To apply configurable security behavior to Meetings-as-Interactions, enable the Privacy Shield key:

  • Sync.Salesforce.FSC.MeetingsAsInteractions.PrivacyShield.Enabled=true
  1. This works with Classification Prompt OOTB. 
  2. If classification prompt is off, set
    • Sync.Crm.PrivacyShield.CheckCategories.Enabled=true
  3. Classification prompt is only available with Riva Insight Windows Add-in

3. Configure keys for optional custom fields

A. Response for Interaction Attendee 
  • Sync.Crm.MeetingModule.Response=Response__c

Note: By default, Response__c is not synced. With this mapping configured, Riva will sync attendee deletion for declined (per the provided behavior note). 

B. Meeting Notes HTML for Interaction Summary 
  • Sync.Salesforce.FSC.MeetingsAsInteractions.MeetingNotesModule.MeetingNotes=MeetingNotes_HTML__c
  • Sync.Crm.MeetingNotes.HTML.Enabled=true

Ensure to clear the internet cookies for Insight to have a rich text meeting notes component. 

C. HTML Body for Interaction
  • Sync.Crm.MeetingModule.HtmlDescription=Html_Description__c
D. Backlink for Interaction (based on the EventID field)
  • Sync.Crm.MeetingModule.EventBackLink=EventBackLink__c

4. For Riva Cloud

  1. Revalidate your connection. 
  2. Add the following key to Salesforce Advanced Options:
    • Crm.Salesforce.EventRelations.MultiAttendee.Enabled=true

5. For Riva On-Premise

  1. Navigate to the Object Definition tab and refresh the metadata to ensure the new custom fields are now a part of the metadata. Save and close.
  2. Navigate to Options on Salesforce Connection and ensure that 'Events: synchronize event attendees to event relations' is enabled. 

6. Identify internal domains for Interaction Attendee

  •  Sync.Crm.AdditionalInternalDomains=xxxx 

    (Applies to overall setting and not just tied to Interaction Sync. If already on policy, review the values)

7. Install Riva Insight to use Meeting Notes to create interaction summaries

  1. No extra configuration is needed for this.