Email & communication · United Kingdom
No client email goes unanswered
FigsFlow connects to your practice’s Microsoft 365 mailboxes and links every client email to the client record — so every thread carries an owner, a status and a response target from the second it lands, and the whole conversation is there for whoever picks the client up next.
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- Synced with Outlook, both ways
- AI triage on every email
- Nothing unclassified overnight
- Every email linked to the client, not the inbox
dana@ravenscourtjoinery.co.uk
- Arrived
- 21/08/2026 · 09:14 — synced from Outlook
- Classified
- Client-related · respond by deadline
- Owner
- Assigned on arrival — a person, not “someone”
- Target
- Business hours, set by service & priority tier
- Collision
- Warned before a second reply leaves the building
Nothing on this thread is unaccounted for.
One thread, carrying an owner and a live status from the second it lands in Outlook.
Trusted by the best
The gap
The email that got missed isn’t the one you’re watching
A client emails a question. Three people see it. Everyone assumes someone else will handle it. Nine days later, the client is still waiting.
- Day 0 · 09:14
Question on the VAT return
Lands in info@ — read by three people, owned by none
- Day 0 · 11:02
Flagged in Outlook by whoever opened it first
A flag is not an owner and it is not a deadline
- Day 3
Records you asked for
Read by 3 · replied by 0
- Six days, no action recorded
- Day 9
Following up on my last email
The client is now chasing you
Shared mailbox
The same email in FigsFlow
- Nobody owns itOwner assigned on arrival
- Unread: 47Status: respond by deadline
- Follow-up depends on who remembersTarget measured in business hours, not thread age
- Cover means searching a mailboxSwept at day end — nothing left untagged
FigsFlow closes the gap: every inbound email gets an owner and a status the day it arrives — so nothing sits unnoticed or becomes “someone else’s job”.
The tour
See what happens the moment a client email lands
No inbox is left to sort itself out. Select a step to see the same thread at that point — the badge is the thread’s real status field, not a decoration.
Question on the VAT return for the quarter to 31 August
dana@ravenscourtjoinery.co.uk · 21/08/2026 09:14
Synced
Owner Not yet assigned
The email is in FigsFlow the moment it reaches Outlook. Staff do not open a second application and nothing is copied across by hand.
Six steps, one thread. Everything above is the product’s own status model.
Book a demoClient communication
One client, one conversation, whoever picks it up
Every email is linked to the client record, not only to the inbox it arrived in — so when an accountant leaves or a client changes hands, the next person reads the relationship from the first email and carries on in the same thread.
214 emailsLast email 26/06/20262 open threadsNo escalations
01/07/2026. Priya has left the practice. James takes over Meridian — pick an action.
Whoever sent it, it’s on the record
Personal mailboxes and shared inboxes like info@ all feed the client’s Email tab. An email about two clients sits on both records.
Reassign, don’t forward
Move open threads to the new accountant and their follow-ups go with them. Nothing is forwarded by hand, and the audit trail shows who moved what, and when.
Carry on in the same thread
The new owner replies inside the existing conversation, and scheduled follow-ups keep replying in that thread — so the client sees one conversation, not a fresh start.
Some clients would rather message than email. Your team chats with them from Microsoft Teams; they reply in Teams or the client portal. One conversation, saved on the same client record.
See how Teams connectsYour team sees every email plus internal notes the client never sees. The client sees their own messages and shared documents in the portal, whoever looks after them. See what the client sees
Classification
AI sorts it. Your team decides — the same day.
Every inbound email is classified the moment it arrives, in three tiers, so the right ones reach the right queue. Below 70% confidence the AI only suggests, and nothing happens until a person confirms. Every override is logged — see how the AI assistant works.
Internal mail is kept out of the client machinery
Mail from a verified colleague or your own domain is routed to a separate internal view and excluded from client-facing follow-up automation altogether. Your team’s own chatter never triggers a chase.
The same-day rule: no email waits until someone notices
An unclassified, unassigned, unanswered email is a service risk and a supervision gap. Every inbound client email has to reach a state by the end of the same business day — or a manager hears about it.
A live count shows how many of today’s inbound emails each direct report has not yet classified. It resets at midnight; the history stays in the audit log and the weekly report.
Mailbox sync
Every mailbox, synced both ways — including the deletions
Most integrations sync one way and give up at the awkward parts. Try the controls: Outlook and FigsFlow stay in step on sends, deletions, read state and flags.
Outlook · info@
FigsFlow · unified inbox
Pick an action. Whatever you do on one side is reflected on the other.
Sent, both ways
Mail sent from FigsFlow appears in the staff member’s Outlook Sent folder. Mail sent straight from Outlook appears in FigsFlow within the sync window.
Deletions
Delete in Outlook and it disappears from the FigsFlow view, and the reverse. The audit record is never hard-deleted — a soft-delete entry is retained internally.
Read and unread
Marking an email read in either system marks it read in the other. No inbox that is unread in one place and cleared in the other.
Flags and due dates
Outlook’s own flag behaviour, reflected both ways: flagged, complete, cleared — with an optional follow-up date that triggers an in-app reminder.
Ordering and threading
Every view is ordered by the original header timestamp, not the time we synced it. Conversations stay threaded and nested rather than flattened into loose messages.
Conflicts and lapses
Where the same email changes in both systems at once, the most recent change wins and the conflict is logged. If a connection lapses, follow-up automation pauses for that user rather than failing quietly, and their line manager is alerted after 24 hours.
How the Microsoft 365 connection works · How access and activity are logged
Inside the inbox
The things people actually do to an email all day
Triage and reporting only help if the everyday handling is there too. It is.
Sent as you, from your own address
Rich text, inline images, tables and links, with each staff member’s Outlook signature pulled through Microsoft Graph and applied by default.
Discuss it without forwarding it
Notes on any thread that only your team can see. The back-and-forth stays attached to the email instead of splintering into a separate chain.
Turn a flag into real work
Convert a flagged email into a task in one click, carrying the subject, the due date and the client or job context straight into it.
Across every linked mailbox at once
By sender, recipient, subject, body, date range, linked client or linked job. Results show the context an email belongs to and jump straight to that record.
Follow-up
Not every unanswered email deserves a chase
Blanket automation annoys clients and trains your team to ignore it. Follow-up here is a deliberate decision on each thread — with a safe default so nothing goes quiet by accident. Every sent email is set to follow-up required unless someone turns it off, with a reason that is logged.
The sequence is configured per service, not per person’s memory
Steps, intervals and message templates are set at service level — the same service template that drives the job workflow.
Initial request
The original email, sent and awaiting a reply.
Follow-up 1
A reply inside the same thread, so the client sees one conversation rather than a fresh email.
Follow-up 2
Interval counted in business days, skipping weekends and your configured public holidays.
Final notice
After this, no reply within the threshold means the thread is non-responsive and escalation begins.
Nothing sends itself
Before any automated follow-up goes out, the assigned client manager gets a preview and can approve and send, edit and send, or skip the step. Skipping asks for a reason, which is logged.
A reply stops everything
If the client responds at any point, the thread is marked responded, every remaining scheduled follow-up is cancelled, and the client manager is told.
Pause for a fortnight
Client away, or a matter parked? Pause the sequence with a resume date and a reason, and it restarts itself on the day you set.
When a client goes quiet
No reply within the threshold after the final notice means the thread is non-responsive. What happens next is a ladder, not a hope.
The client manager hears first
With a summary of the outstanding emails, not a bare alert. VIP and priority clients escalate sooner.
Then a senior manager
If nothing is resolved within a second period, it escalates with every attempt and a link to the thread.
Or anyone raises it by hand
Manual escalation takes a reason and a target. The exception report lists every non-responsive client.
“Opened four times, no reply”
Optional and off until you switch it on. Never used on internal mail, sensitive services such as AML, or clients who opt out.
Response targets
How does FigsFlow track response times against your own deadlines?
Escalation is what happens after something has gone wrong. Response targets are the layer before it: a measurable standard per service and client tier, with a warning while there is still time to act.
Inside targetOwner assigned · clock running in business hours
Targets are set per service type, per client priority tier and per direction, and measured in business hours against your own working hours and holiday calendar. A Friday 4pm email is not half-breached by Monday.
Warned before it breaks20% of target remaining, by default
A thread turns amber at a configurable warning point and the owner is alerted while there is still time, optionally copying their manager.
Past targetOwner and line manager told together
The alert names the thread, the client and the owner it was assigned to. Cause and notification sit side by side, so the escalation is never the first anyone hears of it. The breach log records thread, client, service, target, actual response time, how far over and who owned it.
The clock pausesWhen the ball is in the client’s court
It stops when a reply has gone out, the thread is awaiting client action, or a senior manager has paused it with a documented reason. Elapsed time is your response time, not the age of the thread.
Dashboards for senior managers and partners: first response, resolution, queue health, peak volume and unresponded threads, exportable to CSV or Excel. Staff see their own figures only.
Drafting & approval
The draft a trainee writes shouldn’t reach the client unreviewed
Most practices handle this by forwarding drafts around and hoping the right person reads them. Here it is a workflow, with a record at the end of it.
A first version, from the job it belongs to
Compose or reply with a draft built from the linked job and service, the purpose you pick, and that client’s own history. Greeting, body, closing and signature included, in your configured tone.
You review, edit and approve
Every AI draft opens in an editable panel and requires explicit approval. Regenerate with a revised instruction and the original is kept — both versions sit side by side.
Approval before send, for the roles that need it
Set per role, not per person’s discretion
Flag a role as requires senior approval before send — trainee and analyst by default. Everything those roles send to an external client routes to their approver’s queue instead of to the client. No individual user can bypass it.
Four decisions, one screen
The approver sees staff member, client, subject, a preview and how long it has been waiting. They approve and send as-is, edit and send, return it with comments, or reject with a mandatory reason.
Two people, one draft, no forwarding
Share a draft as reviewer or co-editor, edit it together live, and leave comments that never reach the client. The author keeps send authority.
Two replies never go out
If a colleague is already drafting a reply, you are warned straight away — and a send pauses if a reply has gone out since you started.
Proof
What we can show you today
The tour above is the primary proof. Everything else on this page is either verifiable or marked as not yet available.
FigsFlow is used day to day by UK Property Accountants and supported by the Sterling Wells team in Nepal. That is practitioner-built proof: the people who specified this module answer client email for a living. It is not a customer logo and it is not an endorsement of anyone’s accountancy services.
Built for practices where nothing’s joined up and growing practices of 10 to 50 people.
We are inviting a small number of UK practices to become the proof points on this page.
Ask about the founding programmeFAQ
Questions practices ask before they switch
What happens to a client’s emails when a staff member leaves?
Can clients message us in Microsoft Teams instead of email?
Does FigsFlow’s AI ever send a client email without my approval?
Does this replace our practice’s email security or spam filtering?
Where does our client email data sit, and who can read it?
What happens to our email history if we cancel FigsFlow?
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Runs on