Email Integration Limitations and Compatibility in 8am MyCase
Understanding the capabilities and restrictions of email integration in 8am MyCase will help users maximize productivity and resolve common issues when working with the Gmail and Outlook add ons. This article explains the limitations of integrating email accounts, compatibility for Gmail and Outlook, and steps for troubleshooting.
Overview of Email Integration in 8am MyCase
In 8am MyCase, each user account can integrate with one email provider, either Gmail or Outlook, but not both simultaneously. This is a system-wide limitation designed to simplify and streamline integrations. If you attempt to use both email services in a single account, you’ll need to choose one provider to connect to 8am MyCase. That said, flexibility is available at the organizational level. Individual users in the same firm can choose to connect their email accounts to Gmail or Outlook based on their preferences. For instance, one team member can integrate Gmail, while another uses Outlook without any conflict within the firm.
Compatibility Details for Gmail vs Outlook Integration
The integration process and compatibility features differ for Gmail and Outlook:
Gmail Integration: 8am MyCase supports Gmail add-ons, which typically install easily without major issues. These add-ons allow users to manage emails directly within the platform.
Outlook Integration: MyCase integrates directly with Microsoft 365 Outlook accounts. Note that third-party hosted Outlook accounts, such as those from GoDaddy, are not compatible. Users may also find that the web version of Outlook offers smoother functionality compared to the desktop application. As always, only one provider can be linked to a single user account.
Troubleshooting Common Integration Issues
I'm linking my emails to cases/contacts from my inbox, but they aren't appearing in MyCase. What can I do?
If you are linking your emails to cases or contacts, but they aren't appearing in your MyCase account, try logging out and logging back in to the add in. You can do this in Outlook by clicking the MyCase Add In logo > settings > logout. You can do this in Gmail by clicking on the MyCase logo > click the three dots > logout.
Why Doesn’t 8am MyCase Allow Simultaneous Outlook and Gmail Add-ins?
The 8am MyCase platform’s email add-in integration is limited to a single provider per user account to avoid potential conflicts. Users must choose either Gmail or Outlook for their email integration. If you prefer Outlook, using a compatible Microsoft 365 account will provide the best experience, particularly through the web version of Outlook. For Gmail users, the Gmail add-on is fully supported and typically installs without issues.