Clio Integration FAQ

CaseHug syncs three types of data to Clio: (1) Contacts — client first name, last name, email, and phone number are created as Clio Person contacts. (2) Matters — case title, case number, practice area mapping, and client association are created as Clio matters. (3) Documents — all approved intake documents are uploaded to the corresponding Clio matter.

When auto-sync is enabled, data pushes to Clio within seconds of a document being approved or a matter being created in CaseHug. You can also trigger manual syncs at any time from the matter detail page. Document uploads in Clio may take up to 60 seconds to process on Clio's side.

Yes. When you configure Clio webhooks, matter status updates in Clio (e.g., Open → Closed) are reflected in CaseHug automatically. Contact updates from Clio are logged and can be reviewed. Full bi-directional contact sync is on our roadmap.

Failed syncs are logged in your Integration Settings with the error message. Common causes include expired tokens (CaseHug auto-refreshes, but if your Clio password changes you may need to reconnect), Clio rate limits (CaseHug respects these and retries), or network issues. You can retry any failed sync manually.

Before creating a new contact, CaseHug searches your existing Clio contacts by email address. If a match is found, the existing contact is linked to the new matter instead of creating a duplicate. If the client doesn't have an email, CaseHug creates a new contact. You can merge duplicates in Clio if needed.

CaseHug doesn't import existing Clio matters. The integration creates new matters in Clio from CaseHug intakes. You can use the "Pull Matters" feature to see how many Clio matters exist and which ones are already linked. Full matter import is planned for a future release.

Yes. Open the matter in CaseHug and click "Sync to Clio." The contact, matter, and all approved documents will be pushed to Clio. This works for any matter regardless of when it was created.

Yes. In Settings → Integrations, you'll find the Case Type Mappings section. Each CaseHug case type (e.g., "Divorce — Standard") can be mapped to any Clio practice area. Default mappings work for most firms. Custom field mappings beyond practice areas are on our roadmap.

The integration works with Clio Manage Boutique, Corporate, and Elite plans — any plan that includes API access. Clio's Starter plan may not include API access. If you're unsure, check your Clio subscription or contact Clio support.

The Clio connection is per-firm, not per-user. Once a firm admin connects Clio, all syncs for that firm use the same connection. Any firm admin can manage the connection, view sync logs, and configure mappings. The connected Clio user determines which Clio account receives the data.

Go to Settings → Integrations and click "Disconnect" on the Clio card. This revokes CaseHug's access to your Clio account and deletes stored tokens. Your existing data in both systems is unaffected. You can reconnect at any time.

Previously synced matters retain their Clio links (clio_matter_id). If you reconnect the same Clio account, CaseHug won't create duplicate matters for already-synced cases. New syncs will work immediately.

CaseHug is designed for HIPAA compliance. OAuth tokens are stored encrypted in our Supabase database with Row Level Security. All data transmission between CaseHug and Clio uses TLS 1.2+ encryption. Clio is also HIPAA compliant and offers a BAA. We recommend firms execute BAAs with both CaseHug and Clio.

CaseHug never sees or stores your Clio username/password. We use OAuth 2.0, which means Clio gives CaseHug a limited access token. Tokens are stored server-side only, encrypted at rest, and never exposed to the browser. Tokens are automatically refreshed before expiration.

CaseHug accesses Clio with the permissions of the user who authorized the connection. If that user has firm-wide access in Clio, CaseHug can create matters and contacts visible to other Clio users. We recommend using a dedicated service account in Clio for the integration.

Yes. Every sync operation is logged with timestamp, action type, status (success/failed), and the Clio resource ID. Firm admins can view the complete sync history in Settings → Integrations. Failed syncs include error messages for debugging.

CaseHug only syncs data that the client has submitted through the firm's intake portal. The integration does not access or transmit any attorney work product, internal notes, or privileged communications. Documents synced are limited to client-uploaded intake documents that have been reviewed and approved by the firm.

Clio's API allows a burst of requests with rate limiting headers. CaseHug respects these limits and implements exponential backoff. In practice, syncing a single matter (contact + matter + up to 20 documents) completes in under 30 seconds. Bulk syncs are processed sequentially to avoid hitting limits.

If Clio's API is temporarily unavailable, syncs will fail and be logged with the error. You can retry failed syncs once Clio is back online. Auto-sync items that fail are not automatically retried — manual retry is required.

CaseHug uses a "last write wins" approach for webhook updates from Clio. For syncs from CaseHug to Clio, CaseHug always creates new resources (contacts, matters, documents) rather than updating existing ones, unless the matter is already linked. This prevents accidental overwrites of data edited in Clio.