Quick start · for everyone
Just your own mailbox — two minutes, one sign-in
Overview
CaseLoop reads your Gmail so it can find referrals, credential notices and attachments later, and send and file mail when you use those features. Mail is processed on your own computer and is never uploaded to CaseLoop.
For Outlook, CaseLoop registers the application once and every agency signs in to it. Microsoft allows that.
Google does not. Reading Gmail is a restricted scope, and a shared CaseLoop client requesting it would owe Google’s verification plus a paid annual security assessment, and would be capped at 100 mailboxes across every customer we have, forever. An agency’s own client on its own Internal consent screen is exempt from all of that. So Gmail is bring-your-own and Outlook is not — see Connect Gmail.
A personal @gmail.com address is a separate, supported case with its own sign-in — but it sits outside your agency’s agreement, and CaseLoop labels it as such in the app. Use your work mailbox for anything involving a family.
Steps
Click Email in the sidebar. If no mailbox is connected yet, the page asks “Which mailbox should CaseLoop read?”
Pick Gmail — that is the one for Gmail or Google Workspace.
If your work mail is actually Outlook or Microsoft 365, you want Connect your Outlook instead. If you are not sure, look at the address you sign in with, or ask whoever set up your email.
Then that is the one your agency is set up for. The list comes from your agency’s configuration, not from your computer.
The card lists it before you sign in, and the consent screen Google shows next is the authoritative version of the same list.
| Read | the mail in your mailbox |
| Change | file it, label it, mark it read |
| Send | mail from your mailbox |
| Identify | your name and email address |
| Stay connected | so mail keeps syncing |
All of these are scoped to your mailbox — reading your mail, sending as you. None of them reaches anybody else’s.
The button reads Connect Gmail. A sign-in window opens — this is Google’s own window, not CaseLoop’s. Sign in with your work mailbox and accept the permissions.
Come back to CaseLoop. It says Setting up your mail and starts pulling your mail down.
The first sync is the slow one — it is fetching your history. You do not have to sit and watch it: once there is enough mail to be useful the page hands you straight to your inbox, and the rest keeps arriving behind you.
Everything it pulls down is stored on this computer. Nothing goes to CaseLoop’s servers.
Afterwards
Under the Email page’s settings, on the Mailbox tab, Connect another mailbox adds one alongside the first — including one on the other provider. Mail from both appears in the same lists, and each message keeps its own account so you can filter by it.
Remove a mailbox from the same Mailbox tab. You can also revoke CaseLoop from outside the app entirely, in your Google account’s third-party access page. Revoking there stops the sync immediately.
If you connect a personal account rather than your work mailbox, CaseLoop labels it in the app as outside your organisation’s BAA, under that mailbox. Connect your work mailbox for anything involving a family’s information.
Troubleshooting
| What you see | What to do |
|---|---|
| “This account is not in the organisation this app was set up for.” | Sign in with your work mailbox instead. Your agency’s credential only admits accounts on its own domain — that is Google refusing, not CaseLoop. A contractor on their own domain genuinely cannot connect this way; tell us and we will work out the alternative. |
| “Your Google Workspace administrator has not allowed this app.” | Ask whoever manages your Google Workspace to approve CaseLoop, then try again. It is one setting on their side — point them at Step 6 of Connect Gmail. |
| “Google refused this sign-in — the account is not allowed to use this app yet.” | This copy of CaseLoop needs your agency’s own Google client. If one is already set up, whoever manages it must publish it or add your address as a test user. |
| “This copy of CaseLoop is not set up for Gmail sign-in yet.” | Your agency has not registered its credential with us yet, so there is no consent screen to open. That is Connect Gmail, and it is an administrator’s job — nothing on your machine will change it. |
| “You have not approved access yet.” | Sign in again and accept the permissions. The window was closed or dismissed before the last step. |
| “The connection to this mailbox has expired.” | Sign in again to reconnect it. Nothing has been lost; the mail already on this machine stays where it is. |
| “This copy of CaseLoop is not set up for sign-in yet.” | Nothing you can change will fix this one — it is a configuration on our side or your agency’s. Send us a note and we will sort it out. |
| The sign-in window opened and nothing happened. | Close it and press Connect again. If it keeps happening, restart CaseLoop first — the window is handed to your browser and can lose track of the app across a sleep. |
| Your work mail is actually Outlook. | Different sign-in, and it needs nothing from your agency first — see Connect your Outlook. |
Next, see what the mail page actually does for you — filing, tagging, finding a thread six months old in a second: Email, day to day.