Email Thread Summary feature automatically generates an AI-powered summary of tracked emails in Salesforce as Email Messages, helping users quickly understand conversations without reading the entire email thread.
Each summary includes:
- Executive Summary – A concise overview of the email conversation.
- Key Takeaways – Important points discussed.
- Action Items – Follow-up tasks or next steps identified from the conversation.
Prerequisites
Before using Email Thread Summary, ensure that:
- Email Module Sync is enabled.
- Riva Insight Pre-requisites
- You have the Riva Insight Outlook add-in installed.
- Your Salesforce account is connected to Riva Insight.
- Or, Drop folders or Category Sync is enabled.
If Salesforce is not connected, follow the Connect Salesforce guide before proceeding.
How it Works
Receive Email → Open Riva Insight → Track Email → Email Processes → AI Summary Generated & Stored in Salesforce as Email Message → View Summary
Receive Email → Categorize Email to Sync → Email Processes → AI Summary Generated & Stored in Salesforce as Email Message → View Summary
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Receive Email → User Drop folders to sync an Email → Email Processes → AI Summary Generated & Stored in Salesforce as Email Message → View Summary
Step 1: Open the Riva Insight Side Panel
When you receive a new email in Outlook:
- Open the email.
- Open the Riva Insight side panel.
- Verify that Salesforce is connected.
If Salesforce is not connected, complete the connection process before continuing.
Step 2: Track the Email
Once Salesforce is connected:
- Select Track.
- Click Track Email.
This sends the email to Salesforce for processing.
Step 3: Wait for Processing
After tracking the email, its status will display as Pending while it is being processed.
Processing time may vary depending on system activity.
Step 4: Verify Processing is Complete
Once processing finishes:
- The email status changes to Processing Complete in Salesforce.
This indicates the email has been successfully stored and is ready for AI summarization.
Step 5: Open the Email in Salesforce
To view the generated summary:
- Navigate to the appropriate Contact, Lead, Opportunity, or other related Salesforce record.
- Locate the email in the Activity Timeline.
- Click the Email Subject to open the email details.
Step 6: View the AI Summary
Within the email details, you'll find the generated Email Summary.
The summary includes:
Executive Summary
A concise overview of the email conversation.
Key Takeaways
Important information and discussion points extracted from the email.
Action Items
Tasks or follow-up actions identified from the conversation.
Troubleshooting
| Issue | Resolution |
|---|---|
| Salesforce is not connected | Connect Salesforce through the Riva Insight side panel before tracking emails. |
| Track button unavailable | Verify that the email can be tracked and that you are signed into Salesforce. |
| Email remains in Pending status | Wait a few minutes and refresh Salesforce. If the issue persists, contact your administrator. |
| No summary appears | Confirm that the email has finished processing and that Email Summarization is enabled for your organization. |
| Summary appears incomplete | AI-generated summaries are based on the available email content. Ensure the full email thread has been tracked. |
Notes
- Only tracked emails are summarized.
- Summaries are generated after email processing is complete.
- AI-generated summaries are intended to assist users and should be reviewed for accuracy before making business decisions.
- Summary quality depends on the content and completeness of the tracked email conversation.
To enable this feature, please contact support@rivaengine.com