Support
A real person reads every message. Tell us the case reference and what you expected to happen, and we can usually see the rest for ourselves — every conclusion CONVEYi reaches is recorded with the document it came from, so we can replay what it did rather than guess.
Installing The Outlook Add-in
- 1Install it. Get it on Microsoft AppSource, or in Outlook: Apps → Get Add-ins → search CONVEYi. Nothing downloads to your machine.
- 2Open an email. Any client email, in Outlook on Windows, Mac or the web.
- 3Find it under Apps. Click Apps in the email’s toolbar (the ⋯ menu on some versions), then CONVEYi.
- 4Pin the pane. Click the pin at the top of the pane. Unpinned, it closes every time you open a different email.
- 5Sign in once. With the same Microsoft 365 account. From then on the pane follows you from email to email.
What to send
Four things get you an answer in one round rather than three:
- • The case reference (and the LEAP case number, if you use LEAP).
- • What you expected, and what happened instead. “It read the CON29 as clear but there is an enforcement notice on page 4” tells us more than “the search is wrong”.
- • When, roughly — the day and the hour is enough to find it in the log.
- • A screenshot, if something looked wrong on screen.
Please do not email client documents or bank details to us. We can see the case from our side once you give us the reference, and anything we need beyond that we will ask for through a channel your firm is comfortable with.
What we aim to respond in
| Priority | What it means | First response |
|---|---|---|
| Urgent | Nobody at the firm can sign in, cases are not syncing, or a decision cannot be actioned. | Same working day |
| High | One case or one person is affected; there is a workaround. | Next working day |
| Normal | A question, a document read wrongly, a change you would like. | Two working days |
| Security | A suspected vulnerability or a data incident. | Within 24 hours, any day |
These are targets for a first human response, not for a fix. If something is going to take longer than the response target to put right, we will say so and tell you what we are doing instead of going quiet.
The things people ask first
A decision is sitting there and I cannot action it
Two deliberate gates can do that. The source gate: the buttons unlock once you have scrolled the document or spent a few seconds on it, because a decision you have not read is not a decision. And shadow mode: a case being observed shows the engine’s conclusions for comparison but nothing is actionable. The banner at the top of the case says which one applies.
It read a document wrongly
Tell us the case and the document. Every extracted fact carries the page and the words it came from, so we can see exactly what it read and why. Nothing a reader gets wrong can enter the case on its own — a person approves it first — but a reader that is wrong often is a bug and we want it.
A payment is blocked
That is by design and we cannot lift it for you. A change of bank details has to be verified on a channel the sender does not control — a call back to a number already on file, Lawyer Checker, in person — and the verification recorded against it. This is the one part of the system that is deliberately inconvenient.
Something is missing from a case
A document CONVEYi cannot place yet is held and retried rather than dropped. If it has been in LEAP or OneDrive for more than an hour and still is not on the case, send us the reference — that usually means the classifier is unsure and a person needs to file it.
Connecting and disconnecting
LEAP
A partner or administrator connects LEAP once, from Settings → Integrations, and consents on LEAP’s own screen. CONVEYi then reads conveyancing cases, the parties on them and the documents filed to them, and writes back tasks, file notes and clearly-labelled DRAFT documents into a CONVEYi folder. It never edits or deletes anything your firm created, and it does not touch accounting, trust or client money.
New cases start in shadow mode: CONVEYi forms its conclusions and logs them, and writes nothing into LEAP until you promote the case. To disconnect entirely, revoke the connection in LEAP or ask us — either stops all reading and all write-back immediately. What is already in your LEAP file stays in your LEAP file.
Microsoft 365
The add-in works inside your firm’s own Microsoft 365 tenant, on the signed-in person’s mailbox and OneDrive. An administrator can withdraw consent at any time from the Microsoft 365 admin centre. The permissions we request, and why each one is needed, are listed on the security page.
Reporting a security issue
Email [security@caselightning.co.uk] with what you found and how to reproduce it. We will acknowledge within 24 hours, any day of the week. Please give us a reasonable chance to fix it before making it public; we will not pursue anyone who reports a genuine finding in good faith and does not access or alter other people’s data.
Data requests, DPAs and account changes
Your firm is the controller of its own case data and we are its processor, so a client’s access or erasure request comes to you — we will help you answer it. For a data processing agreement, a sub-processor list, or a question about how we hold data, write to [privacy@caselightning.co.uk]. Billing, seats and cancellation: [support@caselightning.co.uk].
The detail sits on the privacy policy, the security page and the terms of use.
Outages
If CONVEYi is down for everyone we will say so by email to each firm’s administrators, and again when it is back, with what happened. We would rather tell you than have you find out by refreshing.
Who we are
AIFTRC LTD, registered in England and Wales, company number 17313284. CONVEYi is built for conveyancing firms in England & Wales.