The CaseOnGo platform guide

1 · Your workspace & signing in

Every organisation on CaseOnGo gets its own private workspace with its own web address, its own isolated data, and its own users, roles and settings.

• Your address: your team works at yourfirm.caseongo.com. That address is yours alone — it carries its own security certificate and leads only to your data.
• Staff sign-in: your people sign in with their Microsoft work accounts (Microsoft Entra ID) — the same account, password policy and multi-factor rules your IT team already runs. There are no extra passwords to manage.
• External collaborators (with the Collaborate add-on) sign in somewhere else entirely — yourfirm-collaborator.caseongo.com — with separate credentials and a deliberately smaller portal. Staff and outsiders never share a door.
• Idle sign-out: you decide how long a quiet session lives before it's signed out (or never), in Tenant settings.

2 · The home dashboard

Signing in lands you on a dashboard that answers "what needs me today?" before you've clicked anything.

• My tasks strip — your open tasks counted as overdue, due today, this week and later. One click drills into the task list.
• Caseload stats — total, open and closed cases, plus a per-case-type breakdown and how many cases you opened today.
• Recent cases — the cases you personally touched most recently.
• Favourites — star any case to pin it here.
• This week — cases you opened in the last seven days, grouped by day.
• Your own tiles — pin any saved query as a dashboard tile ("Add tile"), so the numbers you watch are on your home screen. Tiles are per-user.

3 · Cases & numbering

The case is the heart of the system: one record that carries the data, documents, correspondence, tasks and history of a matter from open to close.

Reference numbering that stays clean

• Every new case takes the next number in one shared sequence across your whole organisation — 000001, 000002, 000003… — regardless of case type. No prefixes to remember, no per-type sequences drifting apart.
• You choose the starting point in Tenant settings (set 100000 and the next case is 100001). The sequence never goes backwards, and it grows past six digits automatically if you ever need it to.
• Need a specific reference — say, one carried over from your old system? Type a custom reference when opening the case. The automatic sequence simply skips over anything already taken.

Finding and opening cases

• The sidebar has a quick-open box: type a reference, press Enter, and you're in the case. It's the fastest path in the system.
• The same box opens new cases — with the next number, or with the reference you typed.
• For anything more subtle than a reference, Queries search your caseload by any field.

Family cases

• Any case can spawn sibling cases numbered under it — 000123.001, 000123.002 — for related matters that deserve their own record.
• A sibling can be a different case type than its root: a Client case can have an Accident case as its sibling. When the types match, you can start the sibling empty, as a full clone, or by copying selected fields.
• The family tree view shows every member with its case type at a glance.

Safe concurrent work

• A case lock tells you when a colleague is already editing, so two people can't silently overwrite each other. Locks release themselves if someone walks away, and can be overridden deliberately.

4 · Case types

A case type is the mould for one kind of matter — "Personal injury", "Conveyancing", "Complaint" — and everything about how those cases look and behave hangs off it.

• Each case type carries its own fields, its own screens, its own templates, automations, tasks and queries.
• Lifecycle triggers per case type run an automation when a case is created, opened, updated, asked to close, or closed — your process runs itself from day one of every case.
• Case types can be enabled and disabled as your practice areas change; disabled types keep their history.
• There is no cap on how many case types you define.

5 · Screens & fields

You are not renaming boxes on someone else's form. You define the fields your work actually needs, then lay them out on screens with a drag-and-drop designer.

Fifteen field data types

The screen designer

• Arrange fields into screens (tabs) per case type — an Intake screen, a Finance screen, a Closure screen — sized and ordered how your team reads them.
• Fields get display formats and validation constraints, and can be read-only where data should be looked at, not touched.
• Screens hold more than fields: iteration tables, time records, embedded documents, buttons that run automations, and external web viewers.
• Screens are drafted, then published — work in progress never leaks to the team.

Global variables & case controls

• Global variables are organisation-wide values — your court fee, your standard rate, your branch address — managed in one place, referenced by templates and automations everywhere. Sensitive values can be masked as secrets.
• Case controls are the built-in properties every case has — Reference, Title, Status, Created, Last modified, Closed, Case type — usable in templates and quick views alongside your custom fields.

6 · Correspondents

Every person and organisation around your cases — clients, solicitors, insurers, experts, witnesses — lives once in a shared directory and is linked onto cases from there.

• Correspondent types you define (Client, Expert, Opponent…) classify the directory and drive which correspondent fits which field.
• Link correspondents onto cases through correspondent-link fields on your screens — so "the client on this case" is data, not a note.
• Letters, emails and calls are always addressed to a correspondent, and their details fill templates automatically.
• Each correspondent's page shows their details and the cases they appear on.

7 · The case workspace

Open a case and everything about it is one click away — this is where your team lives all day.

The layout

• A left rail switches the main view: Screens (your designed data screens), History (the default landing view — latest activity first), Tasks, Assignments, and Notes.
• A quick-view rail keeps the fields you care about visible no matter which screen you're on — configurable, including case controls and global values.
• Drag and drop files anywhere on the case to attach them.
• Unsaved changes are flagged per screen and per field, so nothing is lost or accidentally half-saved.

Case actions

Five actions cover the ways work leaves or enters a case — each usable from a saved template or composed one-off on the spot:

• Send Email — through your connected Outlook, threaded and stored on the case.
• Send Letter — generated from a template or a PDF form overlay, ready to print or send.
• Send Memo — internal notes-to-file with full template support.
• Record a Phone Call — capture who, when and what was said, on the record.
• Incoming Post — scan and record inbound paper mail onto the case.

Every action takes a description for the history line, can carry documents with it, and lands on the case history the moment it's done. A sixth button — Run automation — fires any saved automation against the case on demand.

Notes, assignments and sharing

• Notes — leave a note on the case; colleagues acknowledge it. The unread count follows the case.
• Assignments — who owns the case, visible and changeable in one place.
• Share — with the Collaborate add-on, share chosen screens with an external party, controlling every field they see.

8 · Tasks & diaries

Tasks are how "someone should do something by Friday" becomes a tracked fact instead of a hope.

• Seven task actions, one consistent model everywhere: Generic to-do, Send Memo, Send Letter, Send Email, Make Call, Run Automation, and Incoming post. The template-backed kinds open pre-addressed and pre-filled — completing the task does the work.
• Assign to a person or a team, with due dates; My Tasks shows each person their list, and the home dashboard counts down overdue / today / this week.
• Diary follow-ups tie a future action to a correspondent — "call the client in 14 days" — created in one step from a case.
• Tasks can be created by hand, by automations, or in bulk by scheduled routines; rescheduling is permission-controlled so deadlines aren't quietly slid.
• Completed tasks disappear from working lists — what remains is always the real outstanding workload; the case history keeps the permanent record.
• A daily task digest email (a background job) tells each person what's due without them logging in first.

9 · Outlook email & triage

CaseOnGo doesn't replace your email — it connects to the Microsoft Outlook accounts you already have, and makes sure every message ends up on the right case.

Sending

• Each user connects their own mailbox once (a standard Microsoft consent screen). Case email then sends from their real address and appears in their real Sent items.
• Send-as: send case email from a shared address — claims@, info@ — where you've allowed it.
• Signatures are managed per user; templates and one-off composes both respect them.
• Attachments picked on the case ride along on the actual email.

Receiving & triage

• Replies and inbound mail carrying a case reference file themselves onto the case automatically.
• Beyond references, you can nominate matcher fields per case type (Tenant settings → Email matcher) — a claim number, a policy number — and mail mentioning those values matches too.
• Everything unmatched waits in the Triage Inbox: sync on demand, preview the full message, then route it to a case, reply straight from triage (properly threaded), upload paper scans, or discard.
• Shared mailboxes you monitor feed the same triage — with per-mailbox switches for receiving and for send-as.
• Stored email is kept exactly as it arrived — original formatting, embedded images, the genuine source — so what you show a regulator is what was actually sent.

System notifications

• Invites, password set-up links and digests go out from a branded address on your white-label domain — not a third party's.

10 · Templates & documents

The letters and emails your team sends every day should write themselves. Templates pull live case data, decide their own paragraphs, and version safely.

Templates

• Templates exist for letters, emails and memos, per case type, with placeholders for any field — plus global variables and case controls.
• Conditional content: if / else-if / else blocks inside a template choose paragraphs based on the case — one template serves ten scenarios without ten near-copies.
• Templates are versioned; documents you've already generated stay as they were.
• Templates can carry documents to send with them and can run automations before or after sending.

PDF form overlay

• For fixed forms (court forms, insurer forms), the PDF designer lets you drag text boxes onto the actual PDF — free text or bound to case fields, with font, size and alignment — then fills them per case at send time. Design once, fill forever.

Documents on the case

• Every attachment lives on the case, with in-app previews for PDF, Word (.docx), Excel (.xlsx) and images — no downloading just to peek.
• Embedded document fields give important documents a named home on a screen — "Signed CFA", "Final report" — instead of a pile.
• Incoming email attachments and routed triage files land on the case automatically, and history records who added what, when.

11 · Workflow automation

If your team does it the same way every time, the system can do it instead. Automations are per case type, built visually, and scripted when you want more.

When automations run

• Case lifecycle — on create, on open, on update (before save), on close-requested, on closed.
• Field change — any field can trigger an automation when its value changes.
• On a schedule — an "auto routine" background job runs a saved query on a cron and applies an automation to every matching case (chase anything older than 14 days, every morning).
• On demand — the Run automation button on a case, buttons you place on screens, tasks of type Run Automation, and template before/after hooks.

What automations can do

• Read and write fields, create tasks for people or teams, generate documents, and post history entries.
• Decide with a visual rule builder — nested and/or groups over your own fields, no code.
• Go further with JavaScript scripting: full access to case data, correspondents lookups, global variables — and with the Accounts add-on, even posting accounting entries.

12 · Queries

Queries are saved questions about your caseload — defined once, run whenever, by anyone you allow.

• Build criteria over any field of a case type with 14 comparators (equals, contains, between, blank, in-list…), combined with and/or and nested groups.
• Smart values resolve at run time: @today (and @today±N), @now, @me, another field's value, or a parameter.
• Typed parameters prompt the operator each run — "which handler?", "from what date?" — one query serves the whole team.
• Choose the columns and sort; optionally include closed cases.
• Results export to Excel or CSV — everything or just selected rows — and support bulk actions on the selection.
• Running and managing queries are separate permissions, so the team can run what only admins can edit.

13 · Reports

A report takes a query and turns it into something you'd put in front of a partner or a board.

• Bind a saved query, pick columns, and optionally add an inline filter that narrows the data without forking the query.
• Group by any field with band headers and subtotals; add roll-ups — count, sum, average, min, max — per group and grand total.
• Add a bar, pie or line chart above the table.
• Output as PDF (portrait or landscape, with titles, headers and footers), Excel or CSV.
• Schedule it: a background job renders the report on a cron and emails it to the recipients you choose — the Monday-morning pack sends itself.

14 · Background jobs

The Background jobs page is where scheduled work is defined and watched — no black boxes.

• Three creatable job types: Auto routine (saved query + automation over every match), Scheduled report (render and email), and Task digest (each person's daily task email).
• Each job shows its cron schedule (with friendly presets like "Daily at 08:00"), enabled state, last run and next run — plus a Run now button.
• Every run keeps a history: when it started, whether it was scheduled or manual, how many records matched, succeeded or failed, and any error.

15 · History & audit

The case history is the system's memory — a permanent, chronological record of everything that happened.

• Every field save, action, email, note, task, share and automation run is written to the timeline with who and when.
• History is the case's default view — open a case and the latest activity is already in front of you.
• It's paged and searchable — by text, by event type, by actor — so a five-year case is as navigable as a five-day one.
• History rows are written by the system, not editable by users — that's what makes it an audit trail rather than a diary.

16 · Users, teams & roles

Access is explicit: people get roles, roles carry permissions, and nothing important happens outside them.

• Invite users by email — they set themselves up from the invite link; licence counts are enforced per organisation.
• Teams group people for assignment — tasks and cases can be assigned to a team, not just an individual.
• Roles carry granular permission keys: running queries, managing settings, rescheduling tasks, managing correspondents, seeing accounts, inviting collaborators and more are all separate switches.
• Custom user fields (Tenant settings → User fields) extend every user record with your own attributes — hourly rate, branch, practising certificate number — usable in automations and billing.

17 · Tenant settings

One page, three tabs, everything organisation-wide.

• General — your organisation's display name; idle sign-out timeout; default list page size; and case numbering ("start numbering from" — the shared sequence's floor).
• Email matcher — per case type, the extra fields inbound email is matched against beyond the case reference.
• User fields — the custom fields shown on every user's profile.
• Settings changes are permission-gated (settings.manage) like everything else.

18 · Import & export

Your data arrives with you, and it leaves with you — no hostage situations.

• CSV import per case type creates cases in bulk — reference, title and your custom fields, up to 5,000 rows per file. We run this with you during onboarding so day one isn't an empty system.
• CSV export per case type produces every case with every field — your full book, on demand.
• Day to day, query results export to Excel/CSV from the Queries page, and reports export to PDF/Excel/CSV.

19 · Accounts & Xero Add-on

A real double-entry accounting module that lives beside your cases — not a bolted-on export.

• The full set: chart of accounts, journals, invoices, bills, payments, credit notes, banking, tax codes, VAT return, profit & loss, balance sheet, trial balance, general ledger, aged receivables and payables.
• Client money is first-class: separate client-money handling with controls and an exceptions register — built for regulated practices.
• Case billing: rate cards price time; per-case financials show money in versus money out per matter.
• Two-way Xero sync: push invoices, bills and credit notes into Xero; payment status flows back. Case financial views stay live. Once connected, the connection maintains itself — it doesn't lapse just because a quiet month went by.
• Automation verbs: scripted automations can raise entries — closing a case can raise its final invoice.

20 · AI Assistant & Builder Add-on

Two assistants with two jobs — one answers, one builds — both under your control.

• Case assistant: ask questions about the case you're in — "summarise the correspondence", "what's outstanding?" — answered from the case's own data.
• Builder assistant: describe what you need — a new case type, a screen, an automation — and it drafts the configuration with you, step by step. Sessions can be resumed, and changes can be reverted.
• Credit caps per organisation keep spend predictable; an AI usage page shows exactly where credits went.

21 · Collaborate portal Add-on

Clients, experts and other firms get a portal of their own — and see exactly what you decided they should.

• External users sign in at yourfirm-collaborator.caseongo.com with their own credentials (invite, password reset, the lot) — completely separate from staff sign-in.
• You share a case with a share profile: which screens they see, which fields are hidden, which are read-only. The profile is frozen per share, so later screen edits don't silently widen access.
• Collaborators can view and (where allowed) edit shared screens — including iteration tables and time records — and upload or download documents.
• They never see tasks, notes, history, other cases, or anything unshared.
• Everything they change lands on the case history, attributed to them.

22 · The security model

Security isn't a page in this guide because marketing wanted one — it's how the platform is built.

• Schema isolation: each organisation's data lives in its own database schema. Separation is structural, not a WHERE clause.
• Identity: staff authenticate with Microsoft Entra ID; external collaborators with a separate, narrower credential system that can't reach staff surfaces.
• Authorisation: granular role permissions on every sensitive operation, enforced server-side.
• Transport: TLS on every address, including each tenant's own subdomain certificate.
• Accountability: the immutable case history records every actor — human, automation or collaborator.
• Platform: hosted on Microsoft Azure with managed infrastructure, staged deployments and health-checked releases.