Reading and answering email in Studio OS

Studio keeps customer correspondence with the client. Kairi can prepare a reply; you read it, make any changes and decide when to send it.

The usual path is client email → prepared reply → your review → send. If the answer needs more thought or documents, prepare it in the planning room first.

Where to find an incoming email

Open Clients, choose the client and find Emails. Click a row to read the message. This list brings together incoming emails and your outgoing letters.

Our replies appear just below the incoming email they answer, indented and marked Our reply. Emails we initiate stay as separate rows. Each email still opens its own preview, and a pair moves up when its reply is newer.

The badge tells you where to continue: Reply in planning opens the planning room; Awaiting approval opens the draft review. Pressing Done in the room hands the letter over for approval and changes its badge. Ready to send means it has already been approved. Sent replies show their date without an approval badge.

In the client list, a highlighted envelope with a small dot means a conversation has no sent reply recorded in Studio. Click it to open the client's correspondence without leaving Studio. Show or hide it under Customize columns → Unanswered email. Opening a letter or preparing a draft does not clear the highlight; sending a reply does. Replies sent outside Studio count once Studio receives their copy. This is an unanswered indicator, not an unread count, and it does not change the list's sorting.

When automatic email review is enabled, Kairi also notifies you after reviewing new client mail, usually within 10–15 minutes. Her notification explains what she prepared or what needs your attention. Open its action to continue with that work.

My work is where you find replies waiting for your review. To read the client's original email or browse earlier correspondence, use the client's Emails list.

How to start a reply

If a draft is ready, open it from My work or Kairi → Drafts. You can also open a pending draft in the client's Emails list and choose Review and send. These paths lead to the same letter.

If there is no draft, click + beside Emails on the client's page. This opens Ask Kairi to write a letter. Say which email you are answering and what the answer should say, then choose Ask for a draft. For example:

Answer Marko's email about the earlier start. April is confirmed. We cannot promise March yet. Ask whether April still works for him.

Kairi prepares the text for you to review. Asking for a draft does not send it.

Review and send the answer

1. Check the recipient, subject, answer and attachments. Your answer is in the Our reply card, with the company signature underneath.
2. Read the client's email below it. Open Earlier in this thread if you need more context; older messages appear at deeper quote levels.
3. Choose Edit to change the recipient, subject or wording. Changes save as you work. While editing, you can also ask for a revision, such as “make this shorter.” Review any suggested replacement before accepting it.
4. Finish editing with Done. Check the final text, then use Send to followed by the recipient's address. If you see Approve for sending first, approve the letter and then send it.

The outgoing reply includes your answer, the signature if enabled, and the latest client message being answered. The older history you can expand is for your reference and is not sent with the reply.

If the client writes again before you send, Studio shows the new email and asks you to review it. Update your answer or confirm that it still fits before sending.

When to use the planning room

Use the room when a reply needs a quote, a document, a colleague's input or decisions you have not made yet.

1. Open the client's email. Choose Open the planning room if it already has one, or Create a new matter to begin.
2. Explain what you need in the room's conversation. For example: “Check the proposed dates with Madis, then prepare a reply for me.”
3. Find related emails under Sources → Emails; click a row to open its preview. Review the prepared letter under Outputs.
4. When the letter is ready, use Done at the bottom of its review in the room. This hands it to Kairi → Drafts for approval and sending. It does not send it.

You can return to the room from the letter's From the planning room link. See Planning Room for documents and other preparation.

If you answer from your usual mailbox

You can still reply in Gmail or Outlook. Add your Studio workspace address as BCC so Kairi can see that you have answered. Ask your administrator for that address.

Forwarding a customer's email to Studio

If a customer wrote to your own mailbox, or you want an old conversation on the client's record, forward it to the workspace address. Studio puts the customer's email on their client page as theirs, dated when they wrote it and marked forwarded by with your name.

Whether Kairi prepares a reply depends on what you write above the forwarded message: "vasta neile" or "tee pakkumine" asks for a reply, "taustaks" or "ajaloo jaoks" keeps it as history. Without a note, Studio decides for itself: a conversation you had already answered, or an email more than 30 days old, is kept as history (marked history); anything else gets a reply prepared for you to review. Forwarding many old emails at once gives you one notification listing what was kept as history.

Need a reply to something kept as history? Ask Kairi from the client's Emails card. Discarding a reply Kairi prepared for a forwarded email keeps that email as history.

If incoming emails are missing from Studio, ask your administrator to check the email connection or forwarding. If you can read a letter but cannot edit or send it, ask them to check your access rights.