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 a brief look on how to troubleshoot common issues.
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, built specifically for the web-based version of Outlook. 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. While the feature may function across third-party hosted accounts or on the desktop app, it is not guaranteed nor fully supported and troubleshooting becomes limited due to the compatibility issues.
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.
Best Practices for Email Linking
Always link emails to both cases and contacts to ensure visibility in all relevant sections.
Record a time entry when linking emails to cases if you want them to appear in billing entries. Emails linked without a time entry will only appear under Communications > Emails.
Regularly check and re-authenticate your email add-ins to maintain integration functionality, especially when a password reset has taken place for your MyCase account.
Troubleshooting Common Integration Issues
For more in-depth troubleshooting with the Outlook integration, refer to the Outlook Add-In Troubleshooting article.
Emails Not Appearing in Billing Entries
Emails linked to cases without a corresponding time entry will not show up in billing entries. Ensure you create a time entry when linking emails to cases if you want them to appear in billing entries.
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 the following steps:
For Gmail Integration:
Ensure emails are linked to both the case and the contact. In the Gmail add-in, use the 'Case link' and 'Contact link' sections to establish these connections.
In an Incognito window, unlink and relink affected emails to the case and contact.
Log out and log back in by clicking on the MyCase logo > click the three dots > logout.
Uninstall/reinstall the integration if the issues persist.
For Outlook Integration:
Unlink and relink affected emails to the correct case using the Outlook add-in, preferably in an Incognito window.
If prompted, re-authenticate the Outlook add-in by right-clicking the MyCase add-in button, choosing Settings, and clicking Log Out, then signing back in.
If issues persist, uninstall and reinstall the MyCase Outlook add-in via the Outlook Add-ins (Store), then sign back in and relink the emails.