Riva supports shared mailboxes for supported Microsoft Exchange and Microsoft 365 integrations. This includes synchronizing eligible email and calendar items from a shared mailbox when the mailbox is configured in Riva and the required access permissions are in place.
What Riva supports
Riva can process items held in a shared mailbox, including:
- Email messages that meet the policy's configured synchronization criteria
- Calendar appointments and meetings, where calendar synchronization is enabled
- Mailbox folders included in the policy configuration
Items are synchronized according to the same policy rules that apply to a user mailbox. For example, email filters, categories, date ranges, and CRM matching rules still determine what Riva creates or updates.
Requirements
Before a shared mailbox can be synchronized, confirm the following:
- The shared mailbox is enabled and accessible in Exchange or Microsoft 365.
- The account used by Riva has the required access to the shared mailbox, such as application access, impersonation, or delegated mailbox access, depending on the deployment and authentication method.
- The shared mailbox is added to the applicable Riva policy or otherwise included in the policy's mailbox scope.
- The policy is configured for the item types and folders that should be synchronized.
- The destination CRM user, record ownership, and permission model support the intended outcome.
Important considerations
- A shared mailbox is not automatically synchronized simply because a user has access to it. It must be included in the Riva configuration.
- Riva synchronizes only the items that meet the policy's filters and qualification rules.
- When several users access the same shared mailbox, agree on the expected CRM ownership and visibility model before enabling synchronization.
- For shared calendars, recurring meetings, attendee updates, and private items may be subject to Exchange access restrictions and the policy's calendar settings.
- Changes to mailbox permissions can affect synchronization. If access is removed or restricted, Riva may log authentication or mailbox-access errors.