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Managing Users via the Solution’s Admin Panel

For users of the Email Sidebar on:


9 min read



To use RG Email Sidebar Admin panel, special access permissions are required. To request the permissions for your organization, contact Revenue Grid support team by email. Please note that Admin panel access is only granted to Enterprise customers: the Panel provides tools for managing a big number of end users and some of its key settings it includes duplicate RG Email Sidebar Customization and Sync settings on Admin level


Managing users in only available to assigned RG Email Sidebar Administrators; to access these settings and actions you first need to log in to Administration panel.


Editing Users

To edit a user:

1. Go to the Users tab of the Administration Panel

2. In the users list, click the user you want to edit or the Edit icon next to the user. The page with user details will appear

3. Edit the necessary fields: Name, Organization, Plan, or E-Mail

4. Click Save



Actions with Users

To understand the actions you may perform in the Users tab, see the descriptions of User actions Menu items below. All these can be performed individually or in bulk for a group of selected RGES users. Note the action Install RG Email Sidebar for Salesforce for Microsoft Outlook, it is handy to mass-install MS Outlook Add-In after RGES Sync Engine was configured.

>>> Click to see how to open the Menu <<<


Edit User. Open and edit a User

Delete. Delete a User. Please note that Users with initialized mailbox cannot be deleted
Force Delete. Delete a user, users with initialized mailbox can be deleted this way

Enable Synchronization. Enable synchronization for a User, if it was disabled

Disable Synchronization. Suspend synchronization for a user. If synchronization is suspended for an ordinary User, it can be resumed from the Sync Dashboard

Force Synchronization. Standard synchronization interval is set to 30 minutes. A user can manually trigger synchronization outside of the standard sync schedule by clicking the Force Synchronization action, but no sooner than 1 minute after the last attempt to trigger it. This is done to avoid service overload in case of multiple consecutive “Force Synchronization” requests

Reset Mailbox. Request RG Email Sidebar to remove user customization and keep synchronization disabled. Once synchronization is enabled again, the first synchronization attempt will apply the customization to the user’s mailbox
Re-initialize User's Mailbox. Request RG Email Sidebar to refresh mailbox data access for the user. Re-initializing is performed to resolve errors which affected  data parsing consistency in the mailbox
Check Settings. Use this action allows to verify if the Sync Engine is properly set up and to jump start it after fixing errors
Check CRM Connectivity. Read [this article]f the connection to Salesforce tenant under these user credentials can be established
Check Mailbox Connectivity. Read [this article]f the connection to Exchange under this user credentials can be established
Install RG Email Sidebar for Salesforce for Microsoft Outlook. Run this action to easilt install RGES Add-In for MS Outlook for the user's account. That is ony viable if the Sync Engine was authorized to work with the user's mail server data
Check Add-In Status. Run this action to find out if RGES Add-In for MS Outlook is installed for this user account
Remove Add-In. Run this action to uninstall RGES Add-In for MS Outlook from this user account
Reset Add-In Customization. Resets the user's Customization settings to the default state configured by the Admin or RGES Support Team



Managing Users’ Sync Status

By default, synchronization is disabled for new added User accounts until the initial configuration is completed for them. In the list on the Users tab, the Users for which sync is enabled are shown in black font color, while the Users for which it is disabled are shown in red font color.


Synchronization may also get suspended automatically due to errors


You can change the sync status for several Users at the same time: mark the corresponding boxes in the left-most column, then click the Settings icon in the upper right corner of the page and from the drop-down menu select Enable Synchronization or Disable Synchronization.


The corresponding notification (action successful or failed) will appear in the bottom left corner of the page.



If the sync status is disabled for an Organization, synchronization will not run for any of its users no matter what individual sync status they have



Viewing User Subtabs

You can view the tabs containing detailed information about a specific user when you select the needed user from the list or click the Edit icon. The User details page will open.

The following tabs are shown on every User details page.


Displays the list of synchronization sessions of the selected user. To see more details, click the icon to open the job under Actions. A session description and details open on a new page. To download a session’s log, select the Download Log icon from the Actions

Issues Displays a list of issues from last synchronization session
Synchronization issues are caused by modifications operations from Exchange Storage to Salesforce or vice versa


Displays system activities for the selected user
For each activity, you can see the following information:
        • Date and time when the activity occurred
        • An email address of the user that initiated the activity    
        • A type of the activity    
To download an activity-related log, under Actions, choose the appropriate icon. Possible activities are:
        • Employee is Added    
        • Employee is Removed    
        • Employee Synchronization is Disabled    
        • Employee Synchronization is Disabled Due to Authorization Error    
        • Employee Synchronization is Disabled Due to Throttling Error    
        • Employee Synchronization is Disabled Due to Other Error    
        • Employee Synchronization is Enabled    
        • Employee Customization is Reapplied    
        • Employee Organization is Changed    
        • Employee Synchronization is Disabled, Customization is Uninstalled
        • Employee Plan Assigned Event.    

Salesforce Configuration

Displays the field for Salesforce instance URL where you configure users’ access to Salesforce

Email Configuration

Displays email configuration set up for this user
You can edit the user’s name and mailbox settings that were specified during the provisioning process or defined by the organization to which the user belongs
If Exchange Direct access is selected:
         • You can change the login credentials for the user: SMTP email address, Exchange account name (can be different from SMTP email address), and password
         • With Office 365 authentication:
              ◦ Cannot update or access User’s OAUTH2 tokens
              ◦ Can change user back to login/password authentication scheme
              ◦ Can delete a stored Refresh Token for Ordinary User
If Exchange Impersonated access is selected:
        • You can change only SMTP email address, as other parameters come through Org configuration    
        • Office 365 OAUTH scenario is also supported
        • Users are not allowed to change their SMTP email address (to prevent connecting to another user's mailbox)


All available Mailbox access types in Email Configuration


See this article for complete information on each connection type.


Defining Individual Synchronization Settings for a User or a Group of Users

In the latest RG Email Sidebar updates it is possible to push pre-defined synchronization settings to groups of users and individual users within an Org, or to all users of an Org; the users can be allowed or disallowed to adjust these settings. If you need to preset customized sync settings to different users in your Org, send us a corresponding request to our Support team



How to Get Users’ Sync IDs

To get a user’s Sync ID, which is used in specific configuration scenarios and API scenarios:

1. On the Users tab, click on the needed user in the users list to open their settings page

2. See the URL in the address line of your browser. The link contains an alphanumeric value between the segments /users/ and /edit

For example, 2b34d5dc-9019-4f88-a724-c1426e93a522

3. Copy this value, it is the user Sync Id that you need



Moving Users Between Organizations

Organization is assigned for each user during the provisioning process. Otherwise, Users are automatically assigned to the default Organization. You can also change the Organization to which Users are assigned later after provisioning is complete.


when assigning Users to other Organizations, be aware that the new Organization may use a different mailbox access typ e or Microsoft Exchange Server impersonation settings. As a result, RG Email Sidebar’s ability to access the User’s mailbox may be affected


To assign a User to another Organization, do the following:

1. On the Users tab of the Administration Panel, select the end users you want to move to another Organization

2. From the Organization picklist, select the Organization that you want to move the User to


3. Click Save

4. If the following pop-up appears, click Yes or Cancel to proceed



Deleting Users

To delete a user:

1. Go to the Users tab of the Administration Panel

2. From the list of users, pick the user you want to delete and click the Delete icon


3. In the confirmation dialog that appears, click Delete

  Once a User is deleted via the Administration Panel, they cannot access and use RG Email Sidebar Add-In / Chrome Extension.  


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