Everyday User Guide

1 · What CaseOnGo is

One system for the whole life of a case.

A case is the central record for one matter — one claim, one client, one file. It holds the data fields, the documents, the emails and letters, the tasks, the people involved and a permanent history of everything that happened. Everything you do lands on the case.

Every kind of matter you handle is described by a case type — Personal Injury, Debt Recovery, Conveyancing, whatever your organisation runs. Each case type has its own screens, its own letter and email templates, and its own automations, so a case looks and behaves the way that kind of work actually runs. You just open a case and work it; the case type takes care of the rest.

Everything lives in the sidebar down the left: the main pages — Home, Cases, Tasks, Queries, Reports, Triage Inbox — are listed there, and everything an administrator configures sits under the grouped headings below them. You only see the pages your role allows.

2 · Signing in

One address for staff, a separate one for your clients.

• Staff work at <workspace>.caseongo.com — your organisation's own address. You sign in with your Microsoft work account, using the same password and multi-factor rules as the rest of your Microsoft sign-ins. There is no separate CaseOnGo password to remember.
• Outside parties (if your organisation uses the Collaborators add-on) sign in somewhere else entirely — at <workspace>-hub.caseongo.com — with their own email-and-password credentials. Staff and outsiders never share a door (see section 15).
• You stay signed in while you work — CaseOnGo only signs you out after 4 days without any activity, in any tab.
• Some organisations allow only one signed-in place per account. If you sign in while already signed in elsewhere, you'll see "Signed in somewhere else" with a Continue here button — choosing it ends the other device's session.
• If sign-in refuses with "Your account has no licence assigned", ask your administrator — accounts need a licence to sign in.

3 · Home

The first screen after sign-in: what needs you, and where you left off.

Home greets you by name, with today's date — and lays your day out beneath:

• Quick-create tiles — one tile per case type your organisation put on the home page; click one to start that kind of case.
• Tasks — when you have open tasks, a panel counts them Overdue / Due today / Due this week with a bar for each. The whole panel is a link to your Tasks page.
• Cases at a glance — totals for the organisation: open, closed, archived, per case type, and the cases you opened today.
• Your week — a small chart of the cases you opened each day over the last seven days.
• Favourites — the cases you starred, first in the row. Star a case to pin it here.
• Recent cases — the last cases you personally had open, so you can pick up where you stopped.
• This week — cases you opened in the last seven days, grouped by day.
• Customise (top right) — pin any saved List or Insight as a live tile with its current count; the tile is yours alone. New case sits right beside it.

A simpler way in — Guided mode Add-on

If your organisation has it, your user menu (your avatar, top right) offers Guided mode — a calmer, step-by-step view of the same system: pick what you're trying to do and it walks you through. Nothing is different underneath: the cases, tasks and history are the same ones this guide describes. Your choice is remembered for your next sign-in, and some colleagues may be set up to work only in it.

4 · Finding & opening cases

References are the fastest route; search finds the rest; Queries go deepest.

Where: the CASE REF… box and the search icon at the top of the sidebar

Case references

• Every new case takes the next number in one shared sequence for the whole organisation — 000001, 000002… — no matter which case type it is. Numbers are at least six digits and grow automatically beyond that.
• You can give a case a custom reference when you open it (it's stored in capitals). The automatic sequence skips over any number already taken.
• Related matters are numbered under their original as 000123.001, .002, and so on — see section 10.

Starting a new case

There is nothing to fill in. A case needs a case type, and that is the only thing you are ever asked for — its title comes from the case type and its reference from the numbering sequence.

• From a Home tile — one click. The tile already says which case type it is, so the case is created and opened straight away.
• From the + button — a short dialog asks which case type, because the button doesn't know. If you typed something in the quick-open box first, it becomes the new case's custom reference and the dialog shows it back to you. If that reference is already taken you'll be offered the next number instead.

Case titles

You don't type a case title. Each case type carries a title pattern set up by your administrator — plain words plus fields from the case, such as Injury claim - {client_surname} — and every case of that type is titled from it.

The title refreshes each time the case is saved, so it keeps up with the file rather than freezing at whatever was known on day one. A brand-new case has no data yet, so it starts as just Injury claim; fill in the surname, save, and it becomes Injury claim - Okonkwo. Cases created before your organisation moved to title patterns keep the titles they already had.

Searching for a case

For anything deeper — cases by status, date ranges, combinations of conditions — run a List. That's what Queries are for.

5 · The case workspace

Everything about one case, on one screen.

Where: open any case by reference, or from a list

The case bar

Across the top: the back arrow, the case's reference and title, when it was last modified and by whom — and the Quick View strip: the case's most important facts as Label: Value chips, riding along whatever view you're in. It's configured per case type, so you don't set it up yourself. A closed case wears a Dead chip here, and a numbered tree chip appears when the case has family matters.

The icon bar on the left

One vertical bar holds everything you do to the case. The top five coloured chips switch the main view (hover any icon for its name):

• History — the default view when a case opens: the newest activity first, so you instantly see where the case stands. Paged, sortable and filterable.
• Tasks — the case's open tasks, with a count badge.
• Assignments — who owns and works the case.
• Notes — case notes; colleagues can acknowledge them, and a badge counts any that still need acknowledging.
• Collaborators — if the case is shared through Collaborate, the document conversations with each external person (see section 15).

Below a thin divider, the same bar carries the actions: Memo, Letter, Email, Phone, Incoming, Automation, Accounts, Share, the star ("Star the case" — pins it to Home's Favourites panel), reload, and the ⋮ More menu (Create matter, View matters, Mark as dead, Revive case, Delete case). Anything your role doesn't allow is greyed with a tooltip naming the missing permission.

Screens, and the open-cases rail

• Screens panel — a searchable list of the case type's data screens, beside the main view. This is where you read and edit the case's fields (section 6). The search matches screen names and field names, codes and labels — type date of birth and the screens holding that field surface, with the field spotlighted when you open one. The panel's header carries the Save button and an unsaved-changes count; a chevron collapses the panel when you want the room.
• Grouped screens — a screen can have screens nested under it (up to two levels). A parent shows a small arrow: the arrow expands the group, the row itself opens the parent, which you fill in like any other screen. A collapsed parent's unsaved badge includes its nested screens, so nothing pending can hide; while you're searching, the list goes flat so every match shows.
• Open cases — every case you have open is a card on the right edge of the screen: reference on top, title underneath, the active one marked with an accent lip. Click a card to switch, the × to close it (you'll be asked about unsaved changes), or Close all at the foot.
• Case lock — if a colleague is already editing the case, a banner tells you; you can look but not edit until they leave.
• Password-protected cases — a case can carry its own password. Opening one asks for it every time, whoever you are — and leaving the case locks it again. A small lock marks protected cases in lists and search results. With the Password-protect cases permission you set, change or remove a case's password from its ⋮ menu; the separate Manage case passwords permission adds a Protected cases screen listing every protected case — who set its password, when — where the password can be revealed or changed. That screen is the recovery route if a password is forgotten. There are no rules on what a password must look like: it is exactly what was typed.
• AI — with the CaseOnGo AI add-on, an AI button sits at the foot of the bar: ask questions about the case and it answers from the case's own data and history. It can read but never change anything.

6 · Screens, fields & saving

Reading and changing the case's data.

• A case type's data is laid out on one or more screens (shown in the Screens panel). Pick a screen to see its fields.
• Type or pick values as normal. A marker appears on any field you've changed, and each screen shows its unsaved count, so you always know what's pending.
• Press Save — in the Screens panel header — to write your changes to the record. One Save commits everything you edited, across screens, and writes a line to the case history.
• Dates are UK format — dd/MM/yyyy — everywhere. Typing is forgiving: 22/08/2026, 22-8-26 and 22 Aug 2026 all land as the same date, and impossible dates like 31/02 are rejected rather than "corrected". Clearing a date box and saving empties the date — no error.
• Some tiles are read-only on purpose — a calculated total, or a value shown in a fixed format. If you can't edit a field, it's either read-only by design, shared to you read-only, or your role doesn't allow it.
• Tables on a screen (for example a list of payments or appointments) show a row count and an Add row button; rows are edited in a small dialog. A table can carry a document column: rows that hold a file show a small icon, and clicking it previews the document without leaving the screen. Attach or replace one from the row's edit dialog. A column shown greyed with a lock in that dialog is filled in automatically — you don't type it. Time records show a Start / Stop button that logs your working time; a timer chip in the sidebar shows a recording is running.

7 · Sending correspondence

The five ways correspondence moves — and running an automation by hand.

Where: the icon bar on an open case (hover the icons for names)

The five correspondence actions all follow the same three steps — who (a correspondent on the case), what (a saved template or a one-off compose), then confirm and send / record:

• Email — composed with proper formatting (bold, colours, lists), goes out through your connected Outlook (see section 11), threads correctly, and is stored on the case exactly as sent.
• Letter — generated from a template (Word, Excel or a PDF form); the finished document lands on the case.
• Memo — an internal note-to-file, template-backed like the rest.
• Phone in / Phone out — record a phone call: who, when, what was said. Two buttons, one per direction — each offers that direction's templates (plus any marked "both"), and a one-off call is pre-marked with the direction you clicked.
• Incoming post — record inbound paper mail; attach the scan and it's filed like any other correspondence.

• Every action carries an editable description — that's the line you'll read later in the history, so make it meaningful.
• Actions can carry documents to send with them; on an email they ride the real message as attachments. You can add documents from the case's history too.
• On an email, your signature is appended automatically if you've set a default; the signature bar in the compose dialog lets you swap it or pick No signature. Choose the Send from address if you can send from more than one mailbox.
• If the chosen correspondent has no email on file, the dialog says so — the action is recorded on the case without sending.
• Many templates schedule a diary follow-up automatically (e.g. "chase in 14 days"). You can adjust or switch that off on the confirm step.
• Emails send in the background — you confirm and carry on working. The history entry shows the live status: Sending…, then Sent — or Not sent with the reason in plain words and a Send retry button (see section 16).
• Automation in the icon bar runs a saved automation against this case on demand — for the one-click routines your organisation has set up. If you have unsaved changes you'll be asked to save first: automations always run against the saved case. An automation may ask you questions or show messages as it runs; if it stops with a reason, that reason appears as a toast.

8 · Tasks & diaries

Deadlines as records, not memories.

Where: Sidebar → Tasks · plus the Tasks view on each case

The seven kinds of task

However a task is created — by hand, by a diary follow-up, or by an automation — it's one of the same seven kinds. The kind decides what its "do it" button opens:

• Tasks are assigned to a person — or to a role on the case ("Case worker (role)"), so the task follows whoever currently holds that role — with a due date. Tasks is your working list; Home counts down overdue / today / this week.
• Diary follow-ups schedule a future action in one step — "chase the expert in 14 days" — usually straight off a letter or email you send.
• Actioning or deleting a task removes it from the working lists — there's no "completed" pile to tidy. The case history keeps the permanent record: every actioned task writes its own history line, plain ticks included.
• Rescheduling a due date is a separate permission in some organisations, so deadlines don't quietly slide.
• A daily digest email can list everything on your plate, bucketed overdue / today / this week / later.

9 · Attachments & notes

Files and internal notes, kept on the case.

• Attach a file by dragging it anywhere onto the open case — a drop area appears ("Drop here to record on this case"). A saved .eml or .msg pre-fills an email record; anything else attaches as a file. You can preview PDF, Word (.docx), Excel (.xlsx) and images right in the app, without downloading them.
• Notes are internal messages on the case. A note can be marked so that colleagues must acknowledge it; a badge counts unacknowledged notes so important messages don't get missed.
• Everything — every attachment, note, save and action — is written to the case history under your name.

10 · Matters — family cases

Related matters get their own record, numbered under the original.

Where: ⋮ More → Create sibling case / View sibling cases, on an open case

• A matter is numbered under its root case: 000123.001, .002, and so on. View matters shows the whole family, and a tree chip on the case bar counts them.
• A matter can be a different case type from the original — a Client case can have an Accident case as a matter.
• When you create a matter of the same type as an existing family case, you can start it Empty, as a Clone of that case, or by copying selected fields from it. A different type always starts blank with its own defaults.

11 · Email & Triage Inbox

Mail belongs on cases, not lost in personal inboxes.

Where: My profile → Outlook & signatures · Sidebar → Triage Inbox

Connecting your mailbox

How inbound mail finds its case

• Mail that carries a case reference (in the subject or body) is matched to that case automatically — replies to case email thread straight back.
• Your administrator can add matcher fields per case type — e.g. a claim or file number — so mail mentioning those values matches too.
• Everything the system isn't sure about waits in Triage Inbox, sorted into High-confidence / Maybe / Other, plus Released and Archived.

System notifications — invites, password links, digests — are sent from a branded address on your organisation's own domain, separate from your personal mail.

12 · Correspondents

Every person and organisation, stored once, linked everywhere.

Where: Manage → Correspondents

• A correspondent is anyone a case deals with — a client, a solicitor, an expert, an insurer, a court. Each belongs to a correspondent type.
• Cases link to correspondents through fields on their screens, so "the client on this case" is real, structured data — which is exactly why letters and emails can address themselves automatically.
• When you send a letter or email, you pick the correspondent it's going to, and their details merge into the template for you.
• A correspondent's page shows their details and the cases they appear on. The same directory feeds every correspondent picker in the system.

13 · Running Queries

Saved questions over the caseload — built once, run whenever.

Where: Sidebar → Queries

• A List is a saved search over the cases of one case type — "open matters past their target date", "clients in Leeds", and so on. Your organisation builds them; you run them.
• Some Queries ask you questions first (a date, a name, a fee earner). Answer what you need and press Apply. Only questions marked * have to be answered — a question you leave blank simply isn't used to filter. Dates are typed and shown the UK way, dd/MM/yyyy.

A List only ever shows you cases you're allowed to see — the same is true of its exports.

14 · Running Reports

A List, presented properly.

Where: Sidebar → Reports

• An Insight takes a List's results and presents them — grouped with headings and subtotals, totalled up, and optionally with a bar, pie or line chart.
• Run an Insight and choose your output: a PDF (portrait or landscape), an Excel workbook, or a CSV file. It asks the same questions as the List underneath.
• Reports can also be scheduled to run on their own and email the file to a list of people — your administrator sets that up (see the Technical Handbook).

15 · Sharing through Collaborate Add-on

Outside parties see exactly what you share — nothing else.

Where: the Share action on a case

• With Collaborate add-on — and the share permission on your role — you can share chosen screens of one case with an external person: a client, an expert, a broker. They sign in to their own portal at <workspace>-hub.caseongo.com with their own credentials.
• You control what they get: each screen is Hidden, Read-only or Editable; you choose how much case history they see (none, only entries flagged for externals, or all), whether they can upload and download files, and an optional expiry. What you grant is frozen at the moment you share, so later screen changes don't silently widen their access.
• They see only the case you shared and the screens you allowed. They can't see your tasks, notes, other screens or any other case — and they can't send correspondence or share the case onward. Everything they do lands on the case history under their name.
• You can also exchange files with them in a simple back-and-forth documents conversation — open the case's Collaborators view, pick the person, and share a document; you'll see when they've opened what you sent.

16 · History — the record

The permanent, unchangeable record of everything.

• Every save, action, email, note, task, share and automation run writes a history entry with who did it and when.
• History is the case's default view — newest first — with proper columns (When, Action, User, Correspondent, Template, Description). Sort by any column, and filter by column too — active filters show as chips you can remove.
• Email entries carry their live send status: Sending…, then Sent — or Not sent with the reason spelled out and a Send retry button. A retried email still goes out as the original sender, even if a colleague presses the button. A send never just vanishes: every one ends recorded as sent, or as not sent with a reason you can read.
• Rows with attachments expand to show them — files uploaded by Collaborators users carry an External badge — and click any file to preview it.
• Completed tasks appear here too — including plain ticks — so "was it done, and by whom?" always has an answer.
• Entries are written by the system and can't be edited. That's what makes the timeline something you can rely on.

17 · Quick answers

• "I can't find a case." The quick-open box needs the exact reference. Don't have it? Use the search icon beside it — it matches titles and each case type's key fields (section 4). For anything deeper, run a List.
• "An email says Not sent." Read the reason on the history entry — it names what went wrong (usually the mailbox connection or an address). Fix that, then press Send on the entry — section 16.
• "An email didn't attach to its case." It's almost certainly in Triage Inbox — the reference wasn't in the message. Release it to the case; if it keeps happening, ask an administrator to add a matcher field.
• "I can't edit a field." Either the tile is read-only by design, the screen is shared to you read-only, or your role doesn't have the permission. Check with an administrator — section 6.
• "Where did my completed task go?" Actioned and deleted tasks leave the working lists by design; the case history holds the record — section 8.
• "Someone else is in my case." That's the case lock protecting you both. Coordinate with them, or an authorised user can take over — section 5.
• "It says I'm signed in somewhere else." Your organisation allows one signed-in place per account. Press Continue here to end the other session and carry on — section 2.
• "A date I typed disappeared / came out wrong." Dates are day-first — dd/MM/yyyy. An impossible date is rejected rather than guessed, and clearing the box then saving empties the date on purpose — section 6.
• "How do I change a screen, template or automation?" That's configuration — see the Technical Handbook, or ask the person who designs your case types.