How to track all inbound and outbound emails to your CRM with Riva

Occasionally, we are asked, “Can Riva be set to automatically track all inbound and outbound emails to CRM systems.” The answer is: “Yes” (with a note of caution).

Let’s start by discussing the cautionary note: CRM systems are not designed to be email retention and archiving solutions.

Before you decide to automatically track all emails to your CRM system, you may want to look into whether the CRM database will scale to support this sync option (and at what cost). Automatically tracking all inbound and outbound emails for a medium to large-sized CRM deployment could quite reasonably result in millions of emails being stored in your CRM database. What kind of performance implications might that have on your CRM? What costs would be involved in storing multiple gigabytes or terabytes of email and attachment data in your CRM database? How long would the processing time be to archive sent and received email for 500 staff over the past 5 years? And, ultimately, would the vast increase in data lead to more sales or better support?

So, while it’s not recommended to automatically track all inbound and outbound emails in your CRM with Riva, it is possible. Here’s how.

Tracking all outbound emails

You can enable the automatic tracking of all sent items by going to the Sent Items tab of your Riva Sync Policy and checking the “Enable Sent Item Processing” box. (Click here to see a screenshot.) You’ll note that you can check some sub-boxes if you’d only like Riva to track emails that match existing contacts or leads (or to automatically create contacts or leads if they don’t exist and then archive the email). In the Advanced Options tab, you can also set rules to filter which attachments get archived based on file size or certain file extensions (e.g., .pdf, .docx, .ppt).

Tracking all inbound emails

To track all inbound emails, users will need to create an Outlook rule that automatically copies emails into the Riva’s “Create New Email” folder. You have the option to only archive inbound emails against existing CRM accounts and contacts or to archive everything and have Riva automatically create new accounts and contacts for those that are missing.

Please visit our Knowledge Base for more detailed instructions on how to configure Riva to track all inbound and outbound emails to your CRM system.

Or contact us if you’d like to discuss your specific email archiving use case. We have worked with some customers who want to archive email attachments to external document management systems such as Microsoft SharePoint.