The Clio Manage integration connects Aloware with Clio Manage to synchronize contacts and matters between the two platforms.
Once configured, Aloware automatically creates a Contact and a linked Matter in Clio Manage when a contact reaches a configured disposition. Custom intake fields collected in Aloware can also be mapped to Clio Matter custom fields.
Before you begin
Before configuring the integration, make sure the following requirements are met:
You have a Clio Manage account with permission to authorize third-party apps.
Any Matter custom fields you plan to map already exist in Clio Manage. Aloware maps data to existing fields only and does not create them.
If you use HubSpot, HubSpot's own Clio connector is turned off. Running both connectors processes the same contact change twice and causes duplicate or unpredictable updates.
Clio Manage can be connected at the same time as HubSpot, Salesforce, or HighLevel. It cannot be connected at the same time as Pipedrive, Zoho, or Guesty.
Your Clio Manage account is in the United States region. Clio Manage accounts in Canada, Europe, or Australia cannot connect in the current release. If your firm uses a Clio Manage account outside the United States, contact Aloware Support.
How the Aloware-Clio integration works
The Clio Manage integration securely connects Aloware to Clio Manage using OAuth 2.0 authentication. Access tokens refresh automatically. If a refresh fails, synchronization pauses and the integration settings display an error until the Clio account is reconnected.
After the integration has been configured, Aloware automatically synchronizes qualified contacts to Clio Manage when they reach the configured trigger disposition. Contacts that never reach the trigger disposition, such as unqualified leads, remain in Aloware only.
During the initial synchronization, Aloware creates a Contact and a linked Matter in Clio Manage, then populates any configured Matter custom fields using the intake information collected in Aloware.
After the initial synchronization, supported Contact information continues to synchronize between Aloware and Clio Manage according to the configured Contact property mappings.
Completed calls, SMS, and MMS messages with a synchronized client are logged automatically to the client's Matter in Clio Manage.
For contacts that have already been synchronized, the Clio Manage Integration Card appears in the Aloware contact record. The card provides quick access to linked Contact and Matter information, direct links to the corresponding Clio records, and a manual refresh option to retrieve the latest information from Clio Manage.
Synchronization behavior
Direction | Behavior |
Aloware ← Clio | Enabled by default. Contacts from Clio Manage are automatically available in Aloware. Contact updates also synchronize based on the configured Contact property mappings.
When a CRM is also connected, Clio updates only fields that are empty in Aloware. |
Aloware → Clio | A Contact and linked Matter are created when a contact reaches the configured trigger disposition. After the initial synchronization, supported Contact fields continue to synchronize according to the configured Contact property mappings. |
Aloware → Clio (calls and messages) | Completed calls, SMS, and MMS messages are logged to the client's Matter in Clio within seconds. |
Using Clio Manage with HubSpot, Salesforce, or HighLevel
When a CRM is connected alongside Clio Manage, the CRM is the primary system for contact data. The following rules apply:
The CRM wins on shared fields. If a field is mapped in both the CRM and Clio Manage, the CRM's value is kept.
Clio fills empty fields only. Clio Manage writes to a shared field only when it is empty in Aloware, including custom fields.
Phone numbers mirror in both directions. Adding or deleting a number in one system adds or deletes it in the other. Aloware never removes a contact's last remaining phone number.
Changes are not sent back to their source. An update from one system is not echoed back to it, so updates settle after one pass.
Edits in Aloware always win. A value a user edits directly in Aloware is not overwritten by a CRM sync.
Fields mapped only in Clio Manage, and not in the CRM, sync freely in their configured direction. The CRM is always the primary system.
Configure the integration
Step 1. Connect Clio Manage
Go to Integrations > Clio Manage > Settings.
In the Industry Software section, find the Clio Manage card and click Settings.
Select Authenticate Clio.
Sign in to Clio and approve the requested permissions. Aloware requests access to contacts, matters, communications, matter custom field values, webhooks, and activities.
Verify that the connection status displays Connected in Aloware.
If the status later shows Disconnected or Error, reconnect before attempting another sync. Disconnecting the integration does not delete records that have already synced.
Step 2. Configure the trigger disposition
Open the Sync tab.
Under Aloware to Clio, select the disposition that should trigger synchronization. Configure only one disposition to trigger synchronization.
Common examples include Signed Retainer or another disposition representing a qualified client.
Optionally, in the Sync Capabilities table, configure the Contact Update direction. The default is Aloware to Clio.
Save the configuration.
Step 3. Configure matter property mapping
Important: Matter custom fields must already exist in Clio Manage before they can be mapped in Aloware. Aloware maps data only to existing Clio Matter custom fields and does not create them automatically.
If your firm plans to synchronize intake information to Clio Matters, create the required custom fields in Clio Manage before continuing.
Open the Matter Property Mapping tab.
Review the default mappings.
By default, the Aloware Notes field is mapped to the Clio Matter Description. You can keep this mapping, remove it, or add additional mappings as needed.
Click Add Mapping to map Aloware custom fields to Clio Matter custom fields.
Ensure the mapped fields use compatible data types.
Save the mappings.
Notes - If an incompatible Matter field is mapped, the Matter is still created. The incompatible field is skipped and an error is logged.
Step 4 (optional): Configure contact property mapping
By default, the integration syncs first name, last name, phone numbers, and email. Map additional Contact properties only if you want more Contact data in sync.
Open the Contact Property Mapping tab.
Click Add Mapping to map an Aloware Contact property to a Clio Contact field.
Select the synchronization direction for each mapping:
Aloware → Clio
Aloware ← Clio
Both ↔
Repeat these steps for any additional Contact properties you want to synchronize, then click Save.
The field type shown beside each Clio field helps you avoid mismatches. Clio may reject some incompatible values, such as certain picklist, integer, or date values, without returning an error. Aloware cannot detect or report these cases.
If a CRM is also connected: fields already mapped in your CRM show an amber warning icon. Hover over it for details. Clio Manage updates these fields only when they are empty in Aloware, so the CRM's value is never overwritten.
Call and SMS logging to the Matter
Aloware logs every completed call, SMS, and MMS to the client's Matter in Clio Manage. This gives your firm a complete record of client contact per Matter without manual entry. Logging has no on/off setting: it starts as soon as the account is connected with the communications permission.
Entries appear in Clio under Matter > Communications > Logs within seconds of a call being dispositioned or a message being sent.
Activity | Logged in Clio as | Entry includes |
Call (inbound or outbound) | Phone | Subject, direction, from, to, line, agent, source, outcome, duration, recording link, AloAi summary |
Missed, abandoned, or voicemail call | Phone | Same as a call, identified by its outcome, including the line that was called |
SMS or MMS | Subject, direction, from, to, line, agent, full message body, one link per attachment |
The subject follows this pattern: Outbound Call Made to {recipient number} from {line name} ({line number}) by {agent}. Inbound entries reverse the direction. Fields with no value are left out of the entry.
Texts are logged as type Email because Clio's API has no text message type. Keeping texts separate from calls lets your firm filter a Matter's calls on their own.
How entries are updated: Each entry is created once and updated in place. The call recording and AloAi summary are added to the existing entry when they are ready, and re-dispositioning a call updates the same entry. The AloAi summary is included only on accounts with AloAi Voice Analytics enabled.
When nothing is logged: Aloware does not log a call or message if the contact has not been synced to Clio, or if the Clio client has no Matters. No error is shown in these cases.
How Aloware chooses the Matter
If an agent has selected a Matter for the contact, Aloware logs to that Matter. Otherwise, Aloware uses the first match from this list:
The Matter that Aloware created for the contact.
The highest-ranked Matter in Clio for that client, ranked by status (Open, then Pending, then any other status) and then by most recent date.
Matters of any status can receive entries, including Closed Matters, so a communication is never dropped for lack of a destination. Agents can change the target Matter from the contact's Clio Manage card. See the Agent guide for details.
Re-authenticate to enable call and SMS logging
Call and SMS logging requires Clio's communications permission. If your Clio connection does not include this permission, a banner appears above the Integration Status switch on the Connection tab. Contacts and Matters continue to sync, but calls and messages are not logged until you re-authenticate.
To enable logging on an existing connection:
Go to Settings > Integrations > Clio Manage > Settings.
On the Connection tab, find the banner above the Integration Status switch and click Re-Authenticate.
Sign in to Clio and approve the requested permissions.
The banner disappears once re-authentication is complete. Logging starts from that point; earlier calls and messages are not added to the Matter.
Deleting and merging contacts
Deletions and merges do not carry across every connected system. Plan cleanup with these rules in mind:
Deleting in HubSpot also removes the contact in Aloware if your HubSpot integration settings allow deletions to sync.
Deleting in Salesforce, HighLevel, Aloware, or Clio does not delete the contact anywhere else.
To remove a contact everywhere, delete it in your CRM, then delete it manually in Clio.
A deleted contact can return. If it still exists in another connected system and is edited there, the next sync re-creates it in Aloware.
Merge contacts in your CRM. While any integration is connected, the Merge Contacts button in Aloware is hidden. Clio is not notified of merges, so clean up duplicate Clio records manually.
Review sync errors
Failed syncs, including API errors, failed Matter creation, and Matter field mapping errors, are listed in the Clio Manage integration settings for review.
Contact custom field values rejected by Clio are not listed, because Clio does not return an error for them.
Troubleshooting
Nothing appears in a Matter's Communications panel. Check for a Re-Authenticate banner in the integration settings. If it appears, re-authenticate Clio Manage. Also confirm the contact is synced to Clio and the client has at least one Matter.
A phone number disappeared from a contact. Open the contact's audit trail. It shows why the number was removed, for example because the new number already belongs to another Aloware contact (that contact's ID is shown), or because the number sent by the CRM was invalid.
Contact updates are duplicated or unpredictable. Confirm that HubSpot's own Clio connector is turned off. Aloware shows a warning in the Clio settings when HubSpot is also connected, but cannot detect whether HubSpot's connector is active.
HighLevel overwrites fields it should not. Re-authenticate HighLevel to apply the correct field priority.
A duplicate Contact was created in Clio. Newly created Clio contacts can take up to five minutes to become searchable. A second sync in that window may create a duplicate. Merge or delete the duplicate in Clio.
Limitations
The following limitations apply to the current release.
The following limitations apply to the Clio Manage integration.
Account and setup
Only Clio Manage accounts in the United States region are supported.
Matter custom fields must exist in Clio before mapping. Aloware does not create them.
Contact and Matter synchronization
A Matter is created once, during the initial sync. Its description and custom fields are not updated afterwards.
When a CRM is also connected, contact updates from Clio only fill fields that are empty in Aloware. Phone numbers are the exception and mirror in both directions.
Some incompatible Contact custom field values are dropped by Clio without an error.
Newly created Clio contacts can take up to five minutes to become searchable. A sync during that time may create a duplicate Contact.
Call and SMS logging
Calls and messages are logged to Matters only. They are not logged when the client has no Matter.
An entry already logged to a Matter cannot be moved to another Matter.
Logged calls and messages leave the Clio From field empty, because Aloware users and Clio users are not linked.
Logged communications do not create billable time or Activities in Clio.
The full call transcript is not logged. The AloAi summary is included when available.
In rare cases, such as a network timeout, a call or message may be logged twice. You can delete the duplicate entry in Clio.
Call and SMS logging shares Clio's request limit with contact sync. Very high call volume can slow contact sync.