No client email goes unanswered
FigsFlow is email management software for Canadian accounting firms. It syncs with your Microsoft 365 mailboxes, links every message to the right client, sorts what needs a reply and tracks each thread against a response target, so a CRA review letter or a T2 question never sits unread in one person’s inbox.
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Where client email goes missing in busy season
From February to April your team fields T4 slips, RRSP receipts and CRA correspondence across a dozen personal inboxes. The reply is rarely the hard part. Knowing who owns the thread is.
Mail lives in mailboxes, not on the client
- A CRA letter forwarded twice and answered by nobody
- No one can see the client already sent their slips
- Two staff replying to the same thread with different answers
- When someone leaves, their client history leaves with them
Every thread has an owner
- Each message linked to the client record, not just a mailbox
- One named owner per thread, with a response target
- A warning the moment a colleague drafts the same reply
- Open threads reassigned in one step when staff change
From the moment it lands to the moment it closes
Four stages, the same for every client message, whoever is on shift.
Your Outlook, untouched
FigsFlow connects to Microsoft 365 through Microsoft Graph using OAuth. Mail stays in your own tenant, and read, flag and delete states sync both ways, so nobody works from a second inbox.
Sorted before anyone opens it
AI separates internal mail, client mail and unlinked senders such as suppliers, prospects, the CRA or Revenu Québec. Each client message gets an action: no reply needed, reply needed, reply by a date, assign, or ask a person.
A target on every thread
Response targets are set by service and priority. Each thread shows on track, at risk, breached or paused, and the manager hears about it before the client has to chase.
Replied, resolved, recorded
Once replied, the thread leaves every open queue with its history intact on the client record. AI can draft a reply, but a person approves every message before it is sent.
What a shared inbox should have done already
Built for Canadian firms that already run on Microsoft 365 and answer to clients in every province.
Client-linked threads
Every message attaches to the client record, so the history survives staff changes and holidays.
AI classification
Internal, client or unlinked, then the action it needs. Anything the AI is unsure about goes to a person.
Response targets
Targets set by service and priority, with on track, at risk, breached and paused states.
Collision warnings
See straight away when a colleague is already drafting a reply to the same thread.
Microsoft Teams chat
Client conversations in Teams sit on the same record as their email, in one timeline.
One-step handover
Move a leaver’s open threads to a colleague and every follow-up moves with them.
Client email, handled the way Canadian privacy rules expect
FigsFlow adds tracking on top of your mailbox. Your firm stays responsible for its own privacy obligations; the platform helps you show what happened, and when.
Access follows your roles
Who can read a client’s mail follows the permissions your firm already sets, so personal information is shared on a need-to-know basis.
A record of who touched what
Every view, assignment and reply is logged, which supports the accountability that Quebec’s private-sector privacy rules ask of firms.
Government mail gets its own queue
Letters from tax authorities that match no client land in a review queue rather than being filed against the wrong record.
Mail stays in Microsoft 365
FigsFlow reads through Microsoft Graph with OAuth. Mailbox credentials stay with Microsoft and your retention settings still apply.
This page describes software features, not legal advice. Confirm your obligations under PIPEDA and any applicable provincial privacy law with your advisers.
In practice
Email that feeds the rest of the practice
A client email rarely ends at the reply. A request for records becomes a task in jobs, tasks and deadlines, a signed engagement comes back through e-signature and approvals, and a question about a filing date links straight to the CRA deadline calendar.
Managers see response times next to workload on the practice dashboard, and every action on a thread is kept in the audit trail. Clients who prefer not to email can use the client portal instead, and the conversation stays in one place.
Modules that work alongside email
Email is one part of the record. These are the modules a client thread most often touches.