The BCC functionality in CasePeer is a critical tool to ensure your emails are properly logged to the right case. However, certain conditions can affect its effectiveness. This article explains the key reasons BCC-related issues occur and provides actionable steps to troubleshoot and resolve them.
Common Reasons for BCC Issues
The Sending Email Address Does Not Match - The BCC feature only works if the email address used to send emails exactly matches the email address linked to your CASEpeer user account. If the email address is incorrect, a firm administrator must update it in the user settings.
Case-Specific BCC Codes - If you are using case-specific BCC codes, ensure you have entered the correct code in the BCC field. Double-check the case-specific code before sending the email.
Forwarding Emails - Forwarded emails must also originate from the same email address linked to your CasePeer account, for example asking a client to 'reply all' will not save the email to the case notes.
Outlook-Specific Considerations
When using Outlook to save emails to a case in CasePeer, note the following:
CC and BCC Details Omission - Emails saved to a case may omit recipient information from the CC or BCC fields when sending via Outlook. - To maintain communication visibility, use the ‘Reply All’ function for ongoing threads.
Manual Email Attachments - If the recipient or BCC information is missed, you can manually attach received emails to the appropriate case in CasePeer.
Troubleshooting Steps
To resolve BCC or auto-noting issues:
Verify that the sending email address matches the one linked to your CasePeer user account.
Confirm case-specific BCC codes are entered correctly in the email’s BCC field.
If email forwarding is set up, ensure that the forwarded emails are sent from the correct email address.
If you recently changed your email address: - Ask a firm administrator to update your CasePeer user profile with the new address.
Related Issues and Fixes
Why Didn’t My Email Auto-Note?
Auto-noting via the CasePeer BCC link relies on the correct association between the sending email address and your CasePeer account. Ensure:
The email address you use matches the address in your user settings.
Your administrator updates outdated email addresses.
Changing Email Addresses
If you recently switched email accounts (e.g., from one domain to another), alerts or BCC logging may fail. Contact your firm admin to update your CasePeer profile to reflect the change. By following these steps and best practices, you can resolve most BCC-related issues and ensure seamless email logging in CasePeer.