Start here · for administrators
One administrator, once, before anyone else connects anything
Overview
Two of CaseLoop’s setup guides are not for the person reading them. They are jobs an administrator does once, for the whole practice, and everything else about mail depends on whether one of them has been done. This page says which one is yours and hands you to it.
Not an administrator, and you just want CaseLoop to read your own mailbox? Neither of these is your page. Go to Connect your Outlook or Connect your Gmail — about two minutes each.
Which one is yours
There is no choice to make here. Your agency is on one of these two, and that decides which guide you need and what your staff have to do afterwards.
| Microsoft 365 | Google Workspace | |
|---|---|---|
| Who does it | A Microsoft 365 administrator | A Google Workspace administrator |
| What it connects | Every mailbox on the tenant — all staff, all shared mailboxes | Nothing by itself. It registers the credential that lets staff connect |
| What your staff then do | Nothing at all. They never sign in and need not be told | Each person connects their own mailbox — about two minutes, one click |
| Can CaseLoop send and file mail | No. This grant is read-only | Yes, from each person’s own mailbox once they have connected |
| How long | About fifteen minutes | About fifteen minutes |
| What you supply | A tenant ID, a client ID and a client secret from an app you register | A client ID and a client secret from a project you create |
| The guide | Connect every Outlook mailbox in your agency | Connect Gmail to CaseLoop |
Look at where your staff read mail. If they sign in at outlook.office.com or use the Outlook app with a work account, you are on Microsoft 365. If they sign in at mail.google.com with their work address, you are on Google Workspace. An agency on neither — mail hosted somewhere else entirely — should talk to us before starting either guide.
The difference
This is the part that is genuinely confusing, and it is worth two minutes before you start either guide, because it changes what you tell everybody afterwards.
You register one application in your own Entra tenant and grant it consent. CaseLoop then reads every mailbox on the tenant as the application itself — no user account, no seat, nobody signing in and nobody needing to be asked. When you finish, mail setup is finished for the whole agency.
It can read mail and attachments. It cannot send, reply, file or archive — the actions in CaseLoop’s mail toolbar reach a real mailbox, and this grant has no person behind it to act as.
So if the people who handle referrals need to send from CaseLoop, they still connect their own mailbox the ordinary way on top of this. The agency grant is what makes everybody’s mail searchable and filable to a case; it is not what makes one person able to reply.
You register a credential in your own Google Cloud project. On its own it connects no mail at all — what it does is make the Connect Gmail button able to open a sign-in that leads somewhere. Every member of staff still connects their own mailbox afterwards, which takes them about two minutes and needs nothing configured.
A member of staff on Gmail whose agency has not done this gets told the app is not set up for Gmail sign-in yet. Nothing on their machine will change that, and it is not a fault on their end — it is this page, undone.
An agency with both — a Microsoft tenant and a handful of people on Google, or the reverse — does both setups. They do not conflict: each mailbox is connected by whichever path its provider has, and CaseLoop shows all of them in one list.
Starting
Both setups are driven from inside CaseLoop. Open Email in the sidebar; on a machine with no mailbox connected it shows Connect your email and asks Which mailbox should CaseLoop read?
Then work through the guide for your provider, alongside the wizard. Both are written to be followed with the admin console open in one window and CaseLoop in the other.
Both of those guides are also a PDF, for sending to an administrator who does not have CaseLoop in front of them yet. Ask us and we will send it.
Troubleshooting
| What you see | What to do |
|---|---|
| You are on Google and want the Microsoft thing — nobody signs in. | There is no shipped equivalent today. Google’s agency path still ends with each person connecting their own mailbox. If connecting everybody without them signing in matters to you, tell us rather than assuming it is hidden somewhere. |
| You did the Gmail setup and nothing connected. | Correct — that is its shape. It unblocks your staff rather than connecting mail itself. Point them at Connect your Gmail; each takes about two minutes. |
| You did the Outlook agency setup and people cannot send from CaseLoop. | Expected. The agency grant is read-only. Anyone who needs to send or file from their own address connects their own mailbox as well — Connect your Outlook — and the two coexist. |
| Staff are asking why they were not told to do anything. | On Microsoft, that is the point: the agency grant covers them. On Google, they do have something to do and have not been told — that is the message to send. |
| You are not sure whether an administrator has already done this. | Have one person try to connect their own mailbox. On Gmail, a clear refusal naming the agency setup means it has not been done. On Outlook, personal connection works whether or not the agency grant exists, so ask the person who administers your tenant. |
| Your agency’s mail is not on Microsoft 365 or Google Workspace. | Neither guide applies as written. Tell us what you are on — the answer is not always no, but it is never one of these two pages. |
Once mail is connected, the pages that use it are Email, day to day and Working the referral queue. What is stored where, for a compliance reviewer, is Where your data lives.