Working with Outlook

How It Works: The 🩷 Matter Category

When an email is linked to a matter in FluentCase — whether by you or a colleague — FluentCase automatically applies a 🩷 matter category to the message in Outlook. The category is named after the matter, for example:

🩷 Smith, John v. Acme Corp (FC1234)

This category is a standard Outlook category. It appears:

• In your Outlook desktop app (Windows or Mac)
• In Outlook on the web (outlook.com or Microsoft 365)
• In the Outlook mobile app on iPhone or Android
• In any third-party email client that syncs via Exchange

This means that even when you are away from FluentCase — at a courthouse, on your phone, or using a client’s computer — you can see at a glance which matter every email belongs to, and filter your inbox by matter name.

Connecting Your Outlook Account

Configure your Outlook account at Personal Preferences → Email Accounts, or visit https://app.fluentcase.com/settings/email-accounts. For step-by-step setup instructions, see Configuring Outlook Sync.

After connecting, FluentCase will begin syncing your inbox and sent items. Allow 10–15 minutes for messages to initially populate your FluentCase inbox.

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Linking Messages to Matters

There are two ways to link a message to a matter. Both work, and you can use whichever is more convenient at the time.

Method 1 — From Within FluentCase

1. Open Messages in the left navigation pane to view your synced Outlook inbox.
2. Open the message you want to link.
3. Click Attach to Matter and select the matter from the search.
4. Click Attach.

The message immediately appears in the matter’s Activities tab. Within a couple of minutes, the 🩷 category is applied to the message in your native Outlook inbox as well.

Method 2 — From Native Outlook (Anywhere)

If you are working directly in Outlook — on your phone, at home, or at a client’s office — you can tag a message with a 🩷 matter category without opening FluentCase at all.

1. In Outlook, right-click the message (or tap and hold on mobile).
2. Select Categorize → choose the 🩷 matter category for the correct matter.
3. FluentCase picks up the category assignment in the background, typically within 10 minutes.

The message will appear in the matter’s Activities in FluentCase automatically. You do not need to do anything else.

Note: The 🩷 category must already exist in your Outlook account. It is created automatically the first time any message is linked to that matter, either by you or a colleague. Once created, it remains available in your category list for future use.

Archiving right away? If you apply a 🩷 category and immediately archive the message, FluentCase will still find it. The periodic sync scans categorized messages regardless of which folder they are in.

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Sending Messages from FluentCase

You can compose new messages directly from FluentCase using your connected Outlook account. Several entry points are available:

1. From within a matter — click the green ➕ button next to Message Drafts in the left-hand panel.
2. From the Parties list — click any party’s email address on the Matter Dashboard or Parties panel. This opens a new draft with the recipient pre-filled.
3. From a document — click Forward while viewing any document to attach it to a new message.
4. From an existing thread — click Reply, Reply All, or Forward on any message in Activities. Forwarded messages include all attachments; replies do not.
5. From the Messages inbox — click Compose, fill in recipients, subject, matter, and body, then click Send.

All messages sent from FluentCase are delivered via your connected Outlook account, appear in your Outlook Sent folder, and carry the 🩷 category if a matter is attached.

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Receiving Replies

When a client or opposing counsel replies to a message that was linked to a matter, FluentCase automatically picks up the reply during the next sync (every ~2 minutes). The reply is added to the same thread in the matter’s Activities, including any attachments.

You do not need to take any action. If you are away from FluentCase and view the reply in native Outlook, the 🩷 category will already be visible on the reply.

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Matter Categories in Your Outlook Inbox

Because the 🩷 categories are standard Outlook categories, you can use all of Outlook’s built-in filtering and sorting tools with them:

• Filter by category — view only the emails for one matter at a time
• Search by category — find all emails for a client or matter using Outlook’s search
• Color-code — assign a color to a 🩷 category in Outlook for quick visual scanning
• Mobile inbox — the category name is visible in the Outlook mobile app without opening the message

This is especially useful when a client replies with a short “Thanks” or when a subject line doesn’t identify the matter — the 🩷 category tells you exactly where the conversation belongs.

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When a Matter Is Renamed

If a matter’s name or file number changes in FluentCase, the corresponding Outlook category is automatically renamed on all connected accounts at the firm. Messages that carried the old category will show the updated category name the next time Outlook syncs.

You do not need to manually update any categories. If the rename does not appear immediately, give Outlook a moment to refresh — the change propagates in the background.

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When a Message Is Moved to a Different Matter

If a message is re-attached to a different matter in FluentCase:

• The old 🩷 category is removed from the message in Outlook.
• The new 🩷 category is applied.

This keeps your Outlook inbox consistent with FluentCase without any manual effort.

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Multi-User Scenarios

FluentCase’s Outlook integration is designed for law firm teams where multiple people may have their own Outlook accounts connected. Here is how key scenarios work.

Two Attorneys Receive the Same Email

When an external email is sent to two attorneys at the same firm, each with an Outlook account connected:

• FluentCase creates a single shared message record.
• When either attorney links the message to a matter, the 🩷 category is applied to both attorneys’ Outlook copies.
• Both attorneys see the matter name in their native Outlook inbox.
• Only one activity is created in the matter — not a duplicate per person.

One Attorney Links a Message, Others See It Automatically

You do not need to coordinate with colleagues. As soon as any firm member links a message to a matter, FluentCase propagates the category to all other connected Outlook accounts at the firm that have a copy of that message. This typically happens within the next 2-minute sync cycle.

Mixed Outlook and Gmail Firm

If your firm uses a mix of Outlook and Gmail accounts, both are supported simultaneously. When a message is linked by the Outlook user, the Gmail user’s copy receives the corresponding 🩷 Gmail label — and vice versa. When the matter is renamed, both the Outlook category and the Gmail label update together.

Deleting a Linked Message

When a message is deleted from a matter’s Activities:

• The 🩷 category is stripped from all firm members’ Outlook copies, not just the deleting user’s.
• This prevents the sync from re-linking the message on the next cycle.

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Common Issues

Outlook stopped syncing or sending

Go to Personal Preferences → Email Accounts, click Reconnect next to your Outlook account, and complete the Microsoft sign-in prompts again. This is usually caused by an expired Microsoft authorization token.

I applied a 🩷 category in Outlook but the message hasn’t appeared in FluentCase

The category sync runs approximately every 10 minutes. If more than 15 minutes have passed:

1. Confirm that the category name starts with 🩷 and matches a matter in FluentCase exactly.
2. Confirm your Outlook account is still connected under Personal Preferences → Email Accounts.
3. Try re-applying the category in Outlook (remove it, then re-add it) to force a re-scan.

I see the 🩷 category in my Outlook but not in a colleague’s Outlook

The category propagates to colleagues on the next sync cycle (every ~2 minutes). If it hasn’t appeared after 5 minutes, ask your colleague to check that their Outlook account is connected in Personal Preferences → Email Accounts.

The matter was renamed but my Outlook still shows the old category name

Outlook categories refresh on the next full sync. Close and reopen your Outlook client to force a refresh. If the old name persists after 15 minutes, disconnect and reconnect your Outlook account in FluentCase.

I see two 🩷 categories on the same message in Outlook

This can occur if a matter was renamed more than once in quick succession. The issue resolves on the next sync. If it persists, contact support.