Question 1

How quickly can I get CaseHug set up?

Accepted Answer

Most firms are fully operational within an hour. The setup process involves: connecting your email (5 minutes), adding your firm's logo and branding (5 minutes), connecting your practice management integration (10-15 minutes), and customizing your intake templates for each case type you handle (30-45 minutes). We provide setup guides for each step, and our support team is available to walk you through it live if needed.

Question 2

Do I need technical expertise to use CaseHug?

Accepted Answer

No technical expertise required. If you can use email and a web browser, you can use CaseHug. We designed it to be used by attorneys and paralegals, not IT departments. The most complex part of setup is connecting your practice management integration, which takes about 15 minutes and involves copying two pieces of information from your Clio or Smokeball account.

Question 3

What do I need to get started?

Accepted Answer

To get started, you need: (1) an email address to create your account, (2) your firm's logo for branded client communications, (3) optionally, your Clio, Smokeball, or other practice management credentials for integration setup. That's it. You can start sending intake links to clients within an hour of signing up.

Question 4

Is there a free trial?

Accepted Answer

Yes — 14 days, full features, no credit card required. Your trial activates the moment you create an account. You get access to every feature on the Practice plan during your trial, regardless of which plan you choose afterward. If you decide CaseHug isn't right for you, just let the trial expire. Nothing to cancel, no charges.

Question 5

Can I migrate my existing matters and templates?

Accepted Answer

Yes. We provide CSV import tools for client and matter data. For intake templates, our team can help you recreate your existing document checklists and intake forms in CaseHug format — often improving on what you had. Contact support@calmintake.com to discuss migration options. For firms with complex template libraries, we offer a one-time migration service at no cost.

Question 6

What types of documents can clients upload?

Accepted Answer

CaseHug accepts photographs (JPG, PNG, HEIC from phone cameras), PDFs (scanned and digital), Word documents, and 40+ additional file formats including Excel, PowerPoint, and common image formats. Maximum file size is 50MB per file. Clients can upload from their phone's camera directly, their Photos library, Google Drive, Dropbox, iCloud Drive, or directly from their phone's files.

Question 7

How does jurisdiction intelligence work?

Accepted Answer

When you create a matter in CaseHug and select a jurisdiction (state), the system automatically loads the document requirements associated with that jurisdiction and case type. For example, a California family law matter will automatically include California-specific financial disclosure requirements (FL-150, FL-142, etc.), while a Texas personal injury matter will surface different requirements. Our legal team maintains and updates these requirements as laws change. You can always override or add to the auto-generated checklist.

Question 8

Can clients complete intake in multiple sessions?

Accepted Answer

Yes. Client progress saves automatically. They can start on their phone, continue on a tablet, and finish on a laptop — or break across multiple sessions on the same device. Progress is always preserved. Clients receive a confirmation email with their intake link so they can always find it again. The link remains active until all documents are approved or until you archive the matter.

Question 9

What happens if a client uploads the wrong document?

Accepted Answer

When you review documents in your dashboard, you can reject any individual document with a custom explanation of what you need instead. The client receives an instant notification explaining what was wrong and what to upload instead. They see their intake checklist update with the rejected item highlighted and your note explaining the issue. CaseHug's AI also performs basic quality checks and flags blurry, dark, or partially obscured documents before they reach your review queue.

Question 10

Can I customize the intake forms for different practice areas?

Accepted Answer

Absolutely. CaseHug includes pre-built templates for 20+ practice areas (family law, personal injury, estate planning, immigration, criminal defense, real estate, business law, etc.). You can use these as-is, customize them, or build from scratch. Templates support custom fields, conditional logic (show/hide fields based on previous answers), field validation rules, and custom helptext. Changes to a template apply to all future matters using that template.

Question 11

How do the automated reminders work?

Accepted Answer

When you send an intake link, CaseHug starts a reminder sequence automatically. If the client doesn't complete intake within 3 days, they receive a reminder via SMS and/or email (whichever you configured). Another reminder goes at Day 7, and a final at Day 14. The messages reference their specific matter and attorney, and include their intake link. You can customize the timing (e.g., Day 2, Day 5, Day 10), the message content, and whether reminders go via SMS, email, or both. You can also suppress reminders for specific clients.

Question 12

Does CaseHug handle e-signatures?

Accepted Answer

CaseHug includes basic e-signature capability for intake-related documents — retainer agreements, consent forms, and intake questionnaires. For complex signing workflows (multi-party signatures, signature sequencing, notarization), we recommend a dedicated e-signature tool like DocuSign or HelloSign, which CaseHug integrates with via webhook.

Question 13

Is CaseHug HIPAA compliant?

Accepted Answer

Yes. CaseHug is built to meet HIPAA requirements: AES-256 encryption for all stored data, TLS 1.3 for all data in transit, access control with role-based permissions, comprehensive audit logging, automatic session timeout, and data retention controls. We sign Business Associate Agreements (BAAs) with Firm plan subscribers and on request for Practice plan subscribers. Contact compliance@calmintake.com to request a BAA.

Question 14

Where is client data stored?

Accepted Answer

All client data and documents are stored in the United States on AWS infrastructure (us-east-1 region). We do not store data on servers outside the US. Our infrastructure is hosted on SOC 2 Type II certified data centers. We maintain our own SOC 2 compliance program and can provide documentation upon request for due diligence purposes.

Question 15

Who can access the documents clients upload?

Accepted Answer

Only members of your firm with CaseHug accounts can access uploaded documents. We use role-based permissions — attorneys can access all matters; paralegals can be restricted to specific matters; admins can manage team permissions. CaseHug employees cannot access your client documents except when required to investigate a technical issue, with your explicit permission. All access is logged.

Question 16

How do you handle data when a client's link expires?

Accepted Answer

Client intake links expire after completion or after your configured expiration period (default: 90 days). When a link expires, client access to the portal ends immediately. The documents remain in your CaseHug dashboard until you archive the matter or your data retention policy triggers deletion. You control data retention — policies can be set from 30 days to 7 years. Auto-delete policies can be configured by matter type.

Question 17

Can clients delete their own uploaded documents?

Accepted Answer

Clients cannot delete documents directly from the portal. This is by design — the uploaded documents become part of your matter file, and their management is an attorney responsibility. If a client requests document deletion (e.g., for GDPR or CCPA reasons), your firm admin can delete specific documents or all data for a client from the dashboard. All deletions are logged in the audit trail.

Question 18

Do you have a penetration testing program?

Accepted Answer

CaseHug is committed to regular security assessments. Our first independent penetration test is scheduled for 2026. We also operate a responsible disclosure program for security researchers. If you have specific security requirements (e.g., you're a government contractor or work with particularly sensitive cases), contact security@calmintake.com to discuss your needs.

Question 19

What counts as an 'active matter'?

Accepted Answer

An active matter is any case in CaseHug with a live intake link or documents awaiting your review or action. Once you mark a matter as complete or archive it, it stops counting against your limit. You can have unlimited archived matters on any plan. Your dashboard shows your current active matter count at all times.

Question 20

What happens if I go over my matter limit?

Accepted Answer

You're never blocked from creating matters. If you exceed your plan's limit, additional matters are billed at the overage rate: $2.50/matter for Solo and Practice plans, $2.00/matter for the Firm plan. Overages are calculated at the end of each billing cycle and appear as a line item on your invoice. You can upgrade your plan at any time to increase your limit.

Question 21

Can I pay annually?

Accepted Answer

Yes — annual billing is available at a 20% discount (equivalent to two months free). Annual plans are available for all three tiers. You can pay by credit card or ACH bank transfer for annual subscriptions. To set up annual billing, go to Settings → Billing in your dashboard or contact billing@calmintake.com.

Question 22

Is there a money-back guarantee?

Accepted Answer

Yes. If you complete your 14-day trial, subscribe to a paid plan, and don't see measurable improvement in your intake process within 30 days of subscribing, we'll refund your first month's payment. No questions asked. We're confident CaseHug delivers results in the first week for virtually every firm — but we back that confidence with a real guarantee.

Question 23

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express, Discover) for monthly billing. Annual billing can also be paid via ACH bank transfer. We issue invoices for annual plans on request. We don't currently accept PayPal or cryptocurrency.

Question 24

Can I get a discount for multiple offices?

Accepted Answer

Yes. If your firm has multiple office locations that would each benefit from separate CaseHug accounts, contact sales@calmintake.com for multi-account pricing. We also offer discounts for bar associations, legal incubators, and law school clinics. Nonprofit legal aid organizations receive a 50% discount on all plans.

Question 25

How does the Clio integration work?

Accepted Answer

CaseHug connects to Clio via Clio's official API. Once connected, you can sync matters from Clio to CaseHug (pulling client info and matter details automatically). When intake is complete, approved documents upload directly to the correct Clio matter. Client contact information in Clio is updated with intake form data. The sync is two-way — changes in either system update the other.

Question 26

Can CaseHug work with practice management tools not on your integration list?

Accepted Answer

Yes, via webhooks and our REST API. CaseHug fires webhook events for every significant action (matter created, document uploaded, intake completed, document approved, etc.). These events can trigger workflows in any platform that supports webhooks — including Zapier, Make (formerly Integromat), and custom-built integrations. Our REST API provides full programmatic access for developers building custom integrations.

Question 27

Does the integration require IT involvement to set up?

Accepted Answer

No. Connecting Clio or Smokeball takes about 15 minutes and requires no technical knowledge. You'll copy your API credentials from your existing platform's settings and paste them into CaseHug's integration page. We provide step-by-step visual guides for each integration. If you get stuck, our support team can walk you through it live.

Question 28

Does CaseHug replace my practice management software?

Accepted Answer

No — and that's intentional. CaseHug is a specialist tool for intake and document collection. It integrates with your existing practice management software (Clio, Smokeball, MyCase, Lawmatics) and makes those tools dramatically more powerful by feeding them accurate, complete data from day one. We believe specialist tools that do one thing brilliantly are better than platforms that try to do everything adequately.

Question 29

What browsers does CaseHug support?

Accepted Answer

The attorney-facing dashboard works on all modern browsers: Chrome, Firefox, Safari, and Edge (latest two major versions of each). Internet Explorer is not supported. The client-facing intake portal works on all mobile browsers — Safari on iOS, Chrome on Android, and all major desktop browsers. We test extensively on iPhone and Android devices to ensure the mobile experience is excellent.

Question 30

Is there a mobile app for attorneys?

Accepted Answer

The attorney dashboard is a fully responsive web application that works excellently on mobile browsers — you can review documents, send intake links, and monitor progress from your phone or tablet. We don't currently offer a native iOS or Android app, though this is on our roadmap. The client-facing portal is purpose-built for mobile and works as a progressive web app.

Question 31

What's your uptime SLA?

Accepted Answer

CaseHug targets 99.9% uptime, which we've consistently achieved since launch. We schedule maintenance windows during off-peak hours (2-4 AM ET) and notify subscribers 48 hours in advance. Firm plan subscribers receive an explicit uptime SLA as part of their contract. Our status page at status.calmintake.com shows real-time uptime and incident history.

Question 32

Can I use CaseHug with multiple office locations?

Accepted Answer

Yes. A single CaseHug account can support multiple office locations. Team members from each office can be added with appropriate permissions. Matters can be tagged by office location. Analytics can be filtered by location. If each office needs completely separate billing or data isolation, we offer multi-account structures — contact us to discuss your specific setup.

Question 33

How does CaseHug handle large file uploads?

Accepted Answer

Individual files can be up to 50MB each. There's no limit to the number of files per matter. For very large files (e.g., high-resolution scans, video evidence), we recommend clients use a compression tool before uploading. The client portal shows file size limits and provides tips for reducing file sizes if a file is too large. If your practice regularly handles very large files, contact us — we can increase limits for your account.

Question 34

What happens to data if I cancel my subscription?

Accepted Answer

If you cancel, you have 90 days to export all your data — matters, documents, and audit logs — before your account is deleted. We provide a one-click data export in CSV format for matter data and a ZIP archive for all documents. After 90 days, all data is permanently deleted per our data retention policy. We'll send you multiple email reminders before deletion occurs.

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