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Frequently asked questions about the Outlook Add-in
Frequently asked questions about the Outlook Add-in

Important things to note about the Outlook integration

Alina avatar
Written by Alina
Updated this week

Here are some answers to common questions you may have while using the Outlook Add-in:

Who can use the Outlook add-in?

All users regardless of role, including Standard users, can use the Outlook add-in. However standard users won't be able to open and see the emails they saved as they only ever get preview visibility into the matters.

How do I move multiple emails at the same time into a matter rather than one at a time?

You can move a batch of emails from Outlook to LawVu by dragging and dropping them in bulk. Be aware that this is not a formally supported feature by Microsoft, so we cannot guarantee it will work every time. Check this article for more information.

Why is my add-in greyed out?

For the add-in to become active, an email needs to be selected/opened first. Also, make sure your internet connection is stable and Outlook is connected to the Microsoft Exchange server.

Is it possible to track emails to two (or more) separate matters?

You cannot track the same email to two matters but you can track to one matter and use 'Quick file to matter' to save the email to the other matter. You can also discontinue tracking on the existing matter, to start tracking on the new one.

What happens if I change the title of a tracked email?

In cases where Outlook treats a reply or forward as belonging to a different conversation, such as a substantive change in the subject line, our automated tracking will see this as separate from the previously tracked conversation and will not save these to LawVu automatically.

What happens if I track an email to a matter, discontinue tracking, and then re-start tracking to the same matter?

If you stop and re-start tracking on the same email thread, a new file will be created and become the target of tracking.

How can I check if an email is tracked?

If you save an email to LawVu and enable tracking, you will notice a teal square label and the Tracked/ Saved tags attached to the email.

People who have been CCed on the email / or the person you sent the email to WILL NOT see the tracked/saved status. That is only visible to the person who saved it.

Where is my tracked email in LawVu?

The tracked email is saved to the Files tab of the matter/contract you selected. Each reply to a new file is saved as a new version of the existing file. It was designed this way so that the Files tab doesn't get crowded with each reply, and it is easier to read as a thread.

If you cannot find a tracked email, make sure you are looking inside the original tracked file and check all previous/current versions ( see the above screenshot).

Tracking will continue regardless of whether Outlook is closed/opened.

Also, make sure you are not initiating tracking from a shared mailbox, as this is not supported and will not work.

If I start tracking halfway through an email chain will it track all of the emails?

Tracking will only apply to newly received or sent emails (replies or forwards) and not to any emails that are currently in your mailbox.

If you wish to save all of the current emails in the conversation, then you will want to select the option ‘Save all emails in this conversation’ when saving to ensure each email is uploaded to LawVu.

Experiencing issues or have other questions?

The easiest way to fix most problems is by performing an add-in refresh.

Uninstalling/reinstalling the add-in also works to resolve many issues.

Please refer to this article for the exact steps to troubleshoot the Outlook add-in.

If the problem persists, get in touch with us via the support chat bubble on the bottom right of this screen.

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