No client email goes unanswered
FigsFlow connects to your practice’s Microsoft 365 mailboxes to sync, classify and assign client emails automatically. Built for UK accountancy, tax and bookkeeping practices, it is email management for accountants that flags unassigned emails, tracks response times and prevents duplicate replies.
Partner or principal, start with the tour below. Practice manager, the day-end sweep and the response-time targets are what you want.
- Synced with Outlook
- AI triage on every email
- Nothing left unclassified overnight
Reviews Read what practices say on G2 and Capterra. A verified aggregate rating is not published yet, so no figure is shown here.
- Arrived 21/08/2026 · 09:14
- Classified Client-related · respond by deadline
- Owner Assigned · not “someone”
- Target Set by service & priority
- Collision Warned before a second reply
nothing is unaccounted for
See what happens the moment a client email lands
No inbox is left to sort itself out. Here is what staff see from the second an email arrives to the moment it is closed.
Select a step to see the same thread at that point. The badge is the thread’s real status field, not a decoration.
The email is in FigsFlow the moment it reaches Outlook. Staff do not open a second application and nothing is copied across by hand.
The email that got missed isn’t the one you’re watching
- Client
- Ravenscourt Joinery Ltd
- Owner
- Assigned on arrival
- Status
- Respond by deadline
- Day-end
- Swept · nothing left untagged
A client emails a question. Three people see it. Everyone assumes someone else will handle it. Nine days later, the client is still waiting.
That is how shared inboxes turn into missed deadlines and unanswered clients.
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”.
See where this gets solved →Where email sits on the client record
Email isn’t a standalone inbox — it is one part of the same client record everything else in FigsFlow runs on.
Client record
The CRM matches an inbound sender’s address and domain to an existing client record.
CRM and pipeline →Unified inbox
The email arrives already linked to the right client, job and service type, then gets synced and triaged.
You are hereTask or job
A flagged email converts into a task in one click, carrying subject, due date and client or job context.
Jobs, tasks and deadlines → Feeds outClient portal
A chase that should be a structured request moves out of the inbox and into the portal, with attachments filed to your SharePoint.
Client portal →The spine All four run on one client record — that is what makes the handover between them automatic.
What feeds into it
- The CRM matches an inbound sender’s address and domain to an existing client record, so an email arrives already linked to the right client, job and service type.
What it feeds downstream
- A flagged email converts into a task in one click, carrying subject, due date and client or job context.
- Attachments link to the same job record your documents already live on, in your own SharePoint tenant.
- Follow-up sequences are configured at the service-type level — the same template that drives job workflow.
- Escalations route to whoever is already assigned to that job.
Every mailbox, synced in real time
Outlook and FigsFlow stay in sync, so your team never has to manage email twice.
- Both directions — emails, deletions, read status and flags
- Personal or shared Microsoft 365 mailboxes
- Shared inboxes like info@ and accounts@, with no separate login
- OAuth 2.0 and Microsoft Graph keep mailbox credentials with Microsoft
AI sorts it. Your team decides.
Every inbound email is classified as it arrives, so your team knows what needs attention.
A reply is needed, with no fixed deadline attached.
A reply is needed and the thread is tracked against a target.
The right owner is somebody else, so it moves to them.
A team member decides — the AI does not.
Internal or non-client mail that needs nothing from the practice.
Low confidence is always a person’s call
FigsFlow’s AI identifies whether an email is internal or client-related, then determines what happens next. Low-confidence cases are always flagged for a team member to decide. Nothing is sent to a client without a person approving it — see how the AI assistant works.
No email waits until someone notices
If a client email isn’t actioned by day end, FigsFlow flags it before the client has to follow up.
- Sent
- Unactioned end of day
- Flagged
- Manager notified
How does FigsFlow track response times against your own deadlines?
Set response and resolution targets by service and client priority, then see exactly where every thread stands.
- On track
- At risk
- Breached
- Paused
- Client
- Ravenscourt Joinery Ltd
- Service
- VAT · quarterly returns
- Priority
- Key client · shorter threshold
- Target
- Set per service & priority
- Status
- Past target · escalated
- Targets set per service type
- Targets set per client priority tier
- Key clients can be given shorter thresholds
Response target passed · Ravenscourt Joinery Ltd
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.
Two people never reply to the same email twice
FigsFlow warns your team before two people reply to the same thread.
If someone starts drafting a reply while another team member is already working on the thread, FigsFlow shows an instant warning. If a reply is sent while another is still being drafted, it asks for confirmation before sending. No duplicate replies reach the client.
One inbox everyone can see, instead of everyone’s own
Most practices manage client email across personal inboxes, shared mailboxes and scattered follow-ups. It works until someone is away or a client asks about an email nobody remembers.
Personal inboxes and a shared mailbox
How most practices handle client email today
- 01Email lands in whichever inbox the client happened to use
- 02Several people read it, nobody records taking it on
- 03Follow-up depends on the person who remembers
- 04Someone is on leave and the thread goes quiet
It holds together while everyone is in and nothing is busy. Those are the two conditions you cannot rely on in January.
Outlook, with an accountable layer on top
How it works with FigsFlow
- 01Every email syncs into one shared, visible inbox
- 02Each one carries an owner from the day it arrives
- 03Each one carries a status and a deadline the team can see
- 04Cover is a reassignment, not a search through a mailbox
FigsFlow keeps Outlook in place while adding a shared, accountable layer — giving every client email an owner, status and deadline the whole team can see.
What this changes depends on the size of your practice
With no one else to hand an email to, the value is having FigsFlow flag what is overdue before a client has to ask.
Nothing to delegate — something to be reminded ofA handful of shared mailboxes stop being a guessing game once every email has one visible owner and status.
Set up without a rollout projectAs client volume grows past what one person can track, response targets and manager views catch the threads a growing team would otherwise lose sight of.
Standardise before you scaleEmail stays inside your own Microsoft 365 tenant, under the same Entra ID and retention policy your IT function already governs.
Runs under your existing IT policyWhat the email module connects to
FigsFlow’s email module connects via the Microsoft Graph API — mailbox sync, signature retrieval and OAuth authentication all run through it. Your mail stays in your own tenant.
See the rest of the platform How access and activity are logged
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.
No customer story has been signed off for this module yet, so this space is deliberately empty. When one exists it will appear here with the person and practice named — not a quote borrowed from another market.
Built inside working practices
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.
Reviews Read what practices say on G2 and Capterra. No aggregate rating is shown here because no verified figure exists yet.
Founding customer programme
We are inviting a small number of UK practices to become the proof points on this page. Early access, a direct line to the team building it, and your name on the result if you want it there.
Which plan includes this module
Tier and availability date to be confirmed. We would rather leave this blank than publish a plan or a date that later moves. Ask us on a demo and you will get the current position.
The inbox’s job doesn’t stop at “sent”
See how new senders become client records in one click.
Feeds in → Jobs, tasks and deadlinesSee how flagged emails turn into tracked tasks.
Feeds out → Forms and requestsSee how records-chase emails turn into step-by-step client requests.
Feeds out → AI assistantSee how drafts are written, and why a person approves every one.
Works alongside →Questions practices ask before they switch
No. Every AI-drafted email, whether a new draft or a suggested reply, is presented for review first. Nothing is sent without a staff member explicitly approving it.
Follow-up sequences can be paused and resumed on a set date, and escalations route automatically to a line manager if a thread goes unanswered past its threshold. It does not depend on one person being available.
This is not yet confirmed in our published documentation. Rather than guess, we will give you the current answer in writing before you sign anything. Your mail continues to live in your own Microsoft 365 tenant either way.
No. FigsFlow layers classification, tracking and follow-up automation on top of your existing Microsoft 365 mailbox. It does not replace your mailbox’s own security, spam filtering or retention settings.
Yes. Response-time targets can be set per service type and per client priority tier, and key clients can be given shorter thresholds than standard clients.
Your mail stays in your own Microsoft 365 tenant. FigsFlow connects through the Microsoft Graph API using OAuth, so mailbox credentials stay with Microsoft, and what each person can see follows the roles your practice already sets. Your practice remains the data controller and remains responsible for its own UK GDPR obligations.
See it running against your own mailboxes
Thirty minutes, your Outlook setup, and the six steps above applied to the kind of email your practice actually gets.
Once an email is flagged, it becomes a task your team can actually track — see how FigsFlow turns jobs, tasks and deadlines into one shared view.