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CaseHug + Clio Integration — FAQ

Version 1.0 · April 2026 · For Law Firm IT Administrators · calmintake.com

Data & Sync

Q: What data syncs from CaseHug to Clio?
Contacts (name, email, phone), Matters (title, case number, practice area), and Documents (all approved intake uploads).
Q: Is the sync real-time?
Near-real-time. With auto-sync enabled, data pushes within seconds of approval. Document processing on Clio's side may take up to 60 seconds.
Q: Does data sync back from Clio?
Yes — matter status updates (Open/Closed) sync via webhooks. Full bi-directional contact sync is on the roadmap.
Q: What happens if a sync fails?
Failed syncs are logged with error details. Common causes: expired tokens (auto-refreshed), rate limits (auto-retried), network issues. Retry manually from the sync log.
Q: How does duplicate detection work?
CaseHug searches existing Clio contacts by email address before creating new ones. If a match is found, the existing contact is linked.
Q: Can I sync older matters that existed before the integration?
Yes. Open any matter in CaseHug and click "Sync to Clio" — it works regardless of when the matter was created.

Configuration

Q: Can I customize field mappings?
Yes. Case type → Clio practice area mappings are configurable in Settings → Integrations. Default mappings work for most firms.
Q: Which Clio plans are supported?
Boutique, Corporate, and Elite — any plan with API access. Starter may not include API access.
Q: Is the connection per-user or per-firm?
Per-firm. One Clio connection serves all users in the CaseHug firm. Any firm admin can manage it.
Q: How do I disconnect?
Settings → Integrations → Disconnect on the Clio card. This revokes tokens and deactivates. Existing data is preserved in both systems.
Q: What happens if I reconnect?
Previously synced matters keep their links. No duplicates are created for already-synced cases.

Security & Compliance

Q: Is this HIPAA compliant?
CaseHug is designed for HIPAA compliance. OAuth tokens are encrypted at rest. All transmission uses TLS 1.2+. We recommend executing BAAs with both CaseHug and Clio.
Q: How are credentials stored?
CaseHug never sees your Clio password. OAuth 2.0 tokens are stored server-side only, encrypted at rest, never exposed to the browser, and auto-refreshed.
Q: Is there an audit log?
Yes. Every operation is logged with timestamp, action, status, and error details. View in Settings → Integrations.
Q: What about attorney-client privilege?
Only client-submitted intake data is synced. No attorney work product, internal notes, or privileged communications are transmitted.

Technical

Q: What about rate limits?
CaseHug respects Clio rate limits with exponential backoff. Syncs are sequential per matter. Typical sync completes in under 30 seconds.
Q: How does conflict resolution work?
"Last write wins" for webhook updates. CaseHug creates new resources rather than overwriting existing Clio data, preventing accidental data loss.

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