Communications FAQ

The “Communications” section on a case page in Casebook enables Casebook users to keep everyone working on that case in the loop about communication over email with anyone and everyone they need to.

In the “Communications” section, you can:

  • Send emails from within Casebook using your own email address and automatically track all replies

  • Read (and reply to) your email threads that your teammates have tracked on the record

Multiple users can send and track emails from within the same record, each using their own connected email address.

Where can I see this in Casebook?

On every record in Casebook, there is a “Communications” section. Any emails that have been tracked on that record will show up there, and users who have connected their email to Casebook and have permission to edit the record can compose new emails and reply to existing emails in that section.

How do I track client email communications with Casebook?

Every email sent to a record's special email address will be tracked on that record in Casebook. You can send an email to the special record email address in two ways:

  1. Add that record's special record email address as a recipient on any email you write from anywhere. You can copy the email address directly from the record's page in Casebook.

  2. Connect your email account to Casebook, then compose an email from that record's page in Casebook.

Any email you send from a record page in Casebook will automatically CC the record's special email address and will be tracked on that record. Note that you can only compose emails within a record page in Casebook if you have permission to edit that record.

How do I access a record’s email address?

You can see and copy a record’s email address directly from the record page in Casebook.

If you connect your email to Casebook, we will automatically sync your record email addresses to your contacts so that you can access them when writing new emails outside of Casebook. These contacts will have names that start with “Case - ”, "Intake - ", or "Provider - " followed by the record's name. For example, if you have a case named “Mary Smith”, the case email address will show up in your synced contacts as “Case - Mary Smith”.

How can I connect my email account to Casebook?

On your user profile page, there is an “Email settings” section. To connect your email address, click the “Connect” button in that section, which will prompt you to sign in to your email provider.

Once you have connected your email account, you will be able to send emails from any record you have permission to edit in Casebook.

What email accounts can I connect to Casebook?

You can connect the email account tied to your Casebook user. This is the email address you use to log in to Casebook.

At launch in May 2022, only Outlook, AOL, and IMAP emails are supported; support for Gmail and Google Workspace email accounts will be added later in 2022.

Will all my emails get tracked if I connect my email account to Casebook?

No. Casebook does not read your email. When you connect your email to Casebook, that enables you to send emails with your own email address from inside Casebook.

Of the emails you send, the only ones that will be tracked in Casebook are the ones that are sent to a record's email address.

What gets tracked in Casebook?

Scenario

Tracked in Casebook?

In your email app of choice, you send someone a brand new email (not a reply)

:no_entry: No

In your email app of choice, you send someone an email, and you include a special Casebook record email address as one of the recipients

:white_check_mark: Yes

On a record in Casebook, you send someone a brand new email (not a reply)

:white_check_mark: Yes

On a record in Casebook, you reply to an email that was already tracked in Casebook

:white_check_mark: Yes

In your email app, you reply to an email, and a Casebook record email address is one of the recipients

:white_check_mark: Yes

In your email app, you reply to an email that was not tracked in Casebook

:no_entry: No

Someone else sends you a brand new email (not a reply)

:no_entry: No

Someone else sends you a brand new email ( not a reply) and a special Casebook record email address is also one of the recipients

:white_check_mark: Yes

Someone else sends you a reply to an email, and they include a special Casebook record email address in the email’s recipients

:white_check_mark: Yes

Someone else sends you a reply to an email that was not already tracked in Casebook

:no_entry: No

 

Who can view the emails on a record?

Anyone who has permission to view a record can view all of the emails tracked on it.

If you have your email connected to Casebook but do not want to track emails with a particular person, you should encourage them to compose new emails directly to you, and never as replies to existing emails.

Can I search or filter emails on a record?

Not at this time. In the future, we plan to integrate emails into global search and allow filtering.

Who can send new emails from a record?

Any Casebook user who has their email account connected to Casebook and has permission to edit a record can send emails from within that record page.

Multiple users can send emails from within the same record, each using their own connected email address.

Who can reply to existing email threads on a record?

Any Casebook user who has their email account connected to Casebook and has permission to edit a record can see and reply to email threads on that record page.

Can I attach files when I send emails from a record in Casebook?

Yes. You can attach any file that is smaller than 10 megabytes (MB) to an email you send from a record in Casebook. You can also add multiple attachments to the same email, as long as the total size of all of the attachments is less than 25MB. If you try to upload a file but it is too large (or the total size of all the attachments is too large), we will prevent adding the attachment and let you know that the file cannot be attached.

Any attachments added to emails that are tracked on the record will show as small file previews in the list of emails and can be clicked to see the full attachment in a modal.

Can I attach files that are already attached to a record in Casebook?

Not at this time. For now, if you want to email someone files that are already in the record's Attachments section, you will need to download the files, then attach them to your email directly from your computer. In the future, we are looking into the ability to email files straight from Casebook.

How can I disconnect my email account from Casebook?

If you have connected your email account to Casebook and would like to disconnect it, you can do so on your user settings page. There will be a “Disconnect” button that you can click within the Email sync setting section.

After clicking the “Disconnect” button, you will be prompted to confirm this choice. Confirm that you intend to disconnect your account, and your account will be disconnected.

Note that after disconnecting your account, you will no longer be able to compose emails within record pages in Casebook. Emails that you previously sent and that were previously tracked from your email address will continue to show in Casebook.

If you disconnect your email from Casebook, you will still be able to view email communications on any record that you have permission to view.