Disclaimer:This article is currently under review. The information presented in this article may be incorrect and should not be considered final.
Overview
Riva Insight 2026.1 adds a new Pending category to Track in CRM so the Outlook client can update emails and meetings to the mail server more quickly. This also helps users understand what is happening after they start tracking an email or meeting in Outlook.
When you see Pending, it means Outlook has accepted your tracking action and is waiting for Riva Sync to process the item and add or update it in the CRM. The update will complete automatically once that processing finishes and the Pending category will be removed.
Why the Pending Category Was Added
Outlook generally treats existing emails and meetings as mostly static items. Because of this, Outlook does not always immediately push updates for existing items to the mail server when a change is made.
This behavior can delay when tracking actions are detected and processed, even after a user clicks Track.
The Pending category was added to address this behavior. Applying the Pending category forces Outlook to update the existing email or meeting on the mail server right away. This allows Riva Sync to detect and process the item sooner, resulting in faster tracking and CRM updates.
What the Pending Category Represents
The Pending category simply shows that tracking is waiting to be processed by Riva Sync.
Pending is temporary and is removed after Riva Sync finishes processing the item and applies the final tracking category.
Pending Category Support by Outlook Client
Outlook Classic |
New Outlook/Outlook Web |
||||
| Mode | Mail Item Type | Track |
Track & Send |
Track |
Track & Send |
| Read | Y |
n/a |
Y |
n/a |
|
| Read | Meeting as Attendee | Y |
n/a |
Y |
n/a |
| Edit1 | Meeting as Organizer | Y |
Y |
N2 |
n/a |
| New1 | Email Insight 2026.1.0.456 or later |
N |
N |
Y |
Y |
| New1 | Email Before Insight 2026.1.0.456 |
N |
N |
N |
N |
| New1 | Meeting as Organizer | Y |
Y |
Y |
n/a3 |
Limitations - New Outlook/Outlook on the Web
- The Microsoft Outlook API to set a category on compose (new or edit) items is not supported for Outlook New and Outlook on the Web.
- API Reference: https://learn.microsoft.com/en-us/javascript/api/outlook/office.categories?view=outlook-js-1.15#outlook-office-categories-addasync-member(1)
- NOTE: While the API reference indicates there is no support, it was found that in some cases (emails) the category can be set. Riva Insight will still attempt to set the category for compose (new/edit). Behaviour may change based on changes Microsoft makes to the API.
- IMPORTANT: The Pending Category is only required on "Read" items in Outlook Classic to speed up the time that it takes for the tracked item on the Outlook client to make it to the mail server. Compose items make it to the server right after being sent. Outlook on the Web and New Outlook update on the server right away.
- API Reference: https://learn.microsoft.com/en-us/javascript/api/outlook/office.categories?view=outlook-js-1.15#outlook-office-categories-addasync-member(1)
- With New Outlook, when an existing meeting (as organizer) is tracked, the Pending Category is added. However, once the meeting is closed, the Pending category is removed. This relates to the limitations outlined in #1 above.
- The Microsoft Outlook API to send a meeting invitation presently has a bug for New Outlook and Outlook on the Web. Track and Send will not be available until a fix is available:
Summary
The Pending category was added to help Outlook update tracked emails and meetings from the Outlook Client to the mail server more quickly.
- It is only needed for "Read" items on Outlook Classic.
- The Pending Category, even though not needed is added to "Compose" items and for Outlook New/Outlook on the Web for consistency, however there are current limitations with the Microsoft Outlook API.