Responding and sending emails in Case.one

You can send emails and respond to them directly from Case.one. In order to work with emails inside the system, the administrator must enable the integration with Gmail or Outlook, and the user must connect their account to Case.one.

How to connect your Gmail or Outlook account to the system

  1. In the left navigation menu on the Home Page click on CASES.
  2. Select the case related to email you want to send.
  3. On the top navigation bar, select the Feed tab.
  4. Once in the feed tab, click on the plus button "+" and select Send Email icon.
  5. The first time you try to send an email, the system will ask you to connect your Gmail or Outlook account. Select one and select Connect.
  6. In the window that appears, enter your email and password and select Login.
  7. Select Allow when requesting data from Case.one.
  8. After you have entered all the data, a window for sending out emails will open.

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How to send an email

  1. In the left navigation menu on the Home Page click on CASES.
  2. Select the case related to email you want to send.
  3. On the top navigation bar, select the Feed tab.
  4. Once in the feed tab, click on the plus button "+" and select Send Email icon.
  5. Fill in the required fields of the email:
    • To
    • Subject 
    • Message
  6. Once you are ready to send, select SEND.

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How to receive and reply to emails

You will see the answer to your email directly in the system. Notifications for new messages will appear in the Feed. You can reply to the email directly here.

  1. In the left navigation menu on the Home Page click on CASES.
  2. Select the case related to email you want to send.
  3. On the top navigation bar, select the Feed tab.
  4. Click on the new event with the tag EMAIL, which contains the answer to your letter. ("Re:...").
  5. You can read the letter in a window that appears. To reply to the email, select REPLY.
  6. Add the text of your message and select SEND.
  7. The message will be delivered to the recipient, and a new notification with the EMAIL tag will appear in the feed.

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How to delete an email from the feed

  1. In the left navigation menu on the Home Page click on CASES.
  2. Select the appropriate case.
  3. On the top navigation bar, select the Feed tab.
  4. Click on the email that you want to delete.
  5. Click on the menu icon "⋮" in the upper right corner of the popup window and select Delete.
  6. Confirm the deletion by clicking on the Delete button.
  7. The email will no longer appear in the feed for this case.

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