YI Cases in Outlook

Before you begin

You need a YI Cases account and access to an Organization where the relevant mailbox is connected and its messages have been processed. The Microsoft account used to open Outlook and the account used to sign in to YI Cases can have different email addresses.

The current add-in supports Outlook on the web and compatible Microsoft 365 versions of Outlook for Windows and Mac. This release does not include an Outlook mobile interface.

Install and open the add-in

Find YI Cases in the Outlook apps store when the published listing is available, then add it to Outlook. Your Organization may manage installation or require administrator approval. If you cannot install apps, ask your Microsoft 365 administrator.

Open an email, open its Apps menu and select YI Cases. Outlook's exact button location depends on the client and its layout. You can pin the panel where Outlook offers pinning, so it remains open while you move between messages.

For an installation supplied directly by YI before store publication, use the manifest file and installation instructions supplied with that release.

Sign in to the right YI Cases account

Use Continue with Microsoft, Email and Password, or Sign in without a password.

Choose the method associated with your existing YI Cases account. If the account uses a Gmail address, signing in with a different Microsoft identity does not open the same YI account. When no completed YI registration exists for a verified identity, the add-in explains the situation and offers the applicable next step.

An invited user may need to accept an invitation. A user whose registration is incomplete is directed to complete setup in the web app.

Use a magic link

Enter the email address of your YI Cases account and request the sign-in link. Open the email and follow its link, then return to Outlook. The panel normally completes sign-in automatically.

If automatic completion fails, expand the recovery instructions on the confirmation page and in the Outlook panel. Use Copy code for Outlook and paste that code only into the add-in's sign-in recovery field. It is a temporary sign-in credential: do not send it to support or include it in screenshots.

Read the Cases for an email

Open an email in Outlook and choose YI Cases from the email's Apps menu. The product name stays YI Cases in both English and Italian. Outlook shows the YI Cases logo next to the add-in name. Inside the panel, a single compact toolbar places Open in YI Cases on the left when a Case is selected, and refresh and sign-out on the right; there is no repeated logo or separate link row. Smaller text leaves more room for Case data. The Cases and their data appear directly below it; the email's subject and mailbox address are omitted to leave more room for Cases. The panel uses the language saved in the app's settings; refresh or reopen the panel after changing that preference.

Sign in with your existing YI account using Continue with Microsoft, email and password, or Sign in without a password. For Microsoft, Outlook opens a separate sign-in window. If Outlook asks permission to open it, choose Allow, then complete sign-in and keep the window open until it closes automatically. If that Microsoft identity has no registered YI account, the panel shows its email and offers Sign in with another account or Create a YI account. Registration and pending invitation acceptance are completed in the web app, then you sign in to Outlook again. The add-in does not replace a different account already open in the web app. Once admitted, the panel loads the selected email's Cases. For a password-free link, open the email link and return to Outlook: sign-in completes automatically. You normally do not need to copy anything. If it does not complete, expand the recovery section on the return page, copy its Outlook sign-in code, then expand the recovery section in the panel and paste it there. The panel keeps its sign-in when reopened or after an ordinary update, independently of the web app, provided Outlook allows persistent browser storage and the session remains valid. A temporary verification failure offers Retry without discarding the saved session. If the browser or Outlook blocks persistent storage, sign-in may be limited to the open panel. Explicit sign-out, cleared browser data or a session revoked by the authentication service still requires sign-in again.

The panel shows only the Cases you can access that contain the open email. A single Case opens directly; if there are several, click its reference tab to switch with one click. The open-in-app button opens the selected Case in a new browser tab in YI Cases, where the usual account permissions apply. The embedded Case omits its repeated title/date heading and the status/formatting toolbar to leave more space for its data; the full app keeps those controls. A message with no available Case shows an empty result. Changing the selected email clears the previous Case while the new result loads. Access to a shared mailbox in Outlook does not by itself grant access to its Cases in YI.

Install the add-in on your primary Outlook account, then open personal or supported shared-mailbox messages from that account. Your organization's policy determines whether you can install from Microsoft Marketplace or upload a manifest yourself; your Microsoft 365 administrator can distribute the add-in when self-installation is restricted. During a private test, use the latest supplied manifest for yicases.com. A redirect from an older site address can prevent Outlook from initializing the panel correctly.

Why no Case appears

No Case available for this email means that the lookup returned no Case available to the current YI user for the selected message and mailbox.

Check that you signed in to the correct YI account, that you have access to the relevant Organization and Cases, and that the message belongs to a mailbox connected to YI. A newly received email may still need to be processed. Forwarding or copying a message into another mailbox does not establish an association with the original message.

If access has just been granted or processing has completed, use Refresh Cases. Contact your Organization's administrator if permissions or mailbox setup need to be checked.

Shared mailboxes

The add-in supports shared or delegated mailbox contexts on compatible Outlook clients. Microsoft mailbox access and YI Case permissions are separate requirements. The lookup uses the selected message's mailbox context; it does not infer the mailbox from the signed-in YI user's email address.

Sessions and sign-out

The panel remembers a valid YI session and attempts to restore it when reopened. Temporary connection or refresh failures can be retried. Explicit sign-out, cleared local storage, revoked or invalid credentials, and account removal can require signing in again.

Use the panel's sign-out button when sharing a device or when you need to switch YI accounts.

Privacy and access

To find matching Cases, the add-in sends YI the mailbox address and the message's Internet identifier, together with the YI session. The lookup does not upload the selected email's body or attachments. Case details and source messages shown in the panel come from the data already available in YI.

Read the Privacy policy, Security information, Terms of service and Data Processing Agreement.

Get help

Contact support@yicases.com or use the contact page. Include your Outlook client, a description of the problem, and the exact error text. Remove personal or customer data from screenshots, and never send passwords, session tokens or magic-link recovery codes.

For the rest of the product, see the YI Cases user manual.