Email: sending, previews, attachments, signatures, scheduling, and the inbox

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Summary

Every email Lovelio sends to a candidate, client contact, hiring manager, or referee goes out through one tracked sending system. Each send attaches to a conversation thread on the right record, carries a reply address that routes the recipient's reply straight back into Lovelio, and is retried automatically if the first attempt fails. Before anything goes out, every compose screen shows an exact preview of the email the recipient will receive. Replies from anyone appear in the shared Inbox and on the record they belong to.

How sending works

When you send an email from any compose screen, Lovelio finds or creates a conversation thread for that person (kept per person, per job, per consultant). Later emails to the same person on the same job continue the same thread, and the recipient's mail client threads them together too.
The from line shows your name and your agency name (for example "Sam Consultant · Property Roles"). An agency that has connected Outlook or Gmail (with email capture on) sends everything from those mailboxes, automated emails included, and never needs a sending domain: Settings under Sending then says "Your emails go out from your connected mailboxes" and hides the domain card. An agency with no connected mailbox can set up its own verified sending domain instead: the "Sending domain" card takes the domain, shows the DNS records to add at the domain provider, and has a "Check verification" button. On a verified domain each consultant whose login email is on that domain sends from their own work address (for example darren@youragency.com) with no setup needed, and automated emails send under the agency's from name from hello@ on the domain. Until it verifies, email sends from Lovelio's shared domain. The same page holds sender identity - the company from name and the reply-to address used on automated emails.
A new agency is asked which email system it runs on (Google, Microsoft or something else) as the first question of its first screen, and for Google or Microsoft the next question connects the person's own mailbox there and then (see the Getting started card). Anyone who carries on without it is offered the right button (Connect Outlook or Connect Gmail) in Settings, Email & Calendar without being asked again. Until a mailbox is connected, the home page shows one line: "Your emails go out from hello@lovelio.ai until you connect your mailbox", with a Connect your mailbox link. The line goes away the moment a mailbox is connected.
An email that goes out through Lovelio carries a unique reply address, so when the recipient hits reply, the message routes back to the exact record and thread inside Lovelio. An email sent from your own Outlook or Gmail carries no reply address of Lovelio's: the reply comes back to your own inbox like any other email, and email capture files it on the record. A work email whose replies point somewhere other than the sender is exactly what strict company spam filters block, so Lovelio never adds one to your own mail. You do not need to forward anything.
Delivery status is tracked per message: sent, delivered, bounced, or complained (marked as spam). A bounce or spam complaint automatically suppresses that address so it is not emailed again.
Consultants with Outlook or Gmail connected and email capture on send from their own mailbox instead: the email sits in their Sent Items, replies arrive in their inbox and on the record, and the timeline says "from your Outlook" or "from your Gmail". Meeting invites you send from Lovelio, emails to partner agencies, and interview notices to your own interviewers leave from your mailbox too, with the calendar file attached. Outlook gives no delivery receipt, so those stay at Sent unless a non-delivery report comes back, which marks them Bounced. Automated emails (acknowledgements, reminders, rejections, follow-ups) leave from the job owner's mailbox when they have one connected, otherwise from the mailbox of whoever owns the conversation in Lovelio (usually the admin), otherwise through Lovelio. If a mailbox cannot carry an automated email (it needs reconnecting, the attachments are too large) that one goes through Lovelio and the record says so; a reminder never fails to go out for that reason. An email you write yourself is different: if your Outlook or Gmail cannot send it (it needs reconnecting, the attachments are too large) the send stops with the reason, so you can reconnect in Settings or trim the attachments and send again from your own address. It is never sent from a Lovelio address in your place. Lovelio's own mail to you (invites, sign-in codes, password resets, team notifications) always comes from Lovelio. See the Outlook card for the details.
Candidate emails carry an unsubscribe link, including one-click unsubscribe. Candidate and referee emails both run a suppression check before sending: unsubscribed, bounced, or complained addresses are skipped, and the send result tells you the reason. Hiring manager emails have no unsubscribe footer.
If a send fails, it is queued and retried automatically: the first retry comes about a minute later, then at increasing intervals, up to five retries before the message is marked failed.
Attached documents that live in Lovelio (for example terms of business on a spec or float email) survive retries and are never silently dropped: if the document cannot be loaded, the send fails rather than going out without it.
Automated emails skip duplicates: the same template to the same recipient is not sent twice, so a retried trigger cannot double-email someone.
Demo (walk-in) accounts never dispatch real email. The message is recorded in the product but nothing reaches a real inbox.
Meeting confirmations and system mail (invites, password resets) send outside the thread system: they have no conversation thread, no suppression list, and no unsubscribe footer.

Email automations and the master switch

Nothing sends automatically until you say so. Every automated email (acknowledgements, interview reminders, follow-ups, nudges, rejection emails on stage moves, talent pool check-ins, team notifications) is OFF by default for every account.
Settings > Hiring > Emails opens with Email Automations on top. It lists every automated email in a grid: who gets it, why it exists, and when it sends. Click a row to see the exact sample email, where it is sent from (the job owner's connected mailbox, otherwise the agency address), and a plain-language explanation, then turn it on or off. The row records who turned it on and when.
The switch holds wherever Lovelio acts on its own. An automated email that goes out from a booking flow rather than a stage move (the interview confirmation to your interviewers and the client contact when the candidate picks a time from their link, the "candidate confirmed" follow-up to the client) checks the same switch. An interview you book yourself - in the wizard, in chat or through the API - sends its invites with the booking whatever the switch says: that is your send, previewed on the review screen. A skipped send is noted on the application timeline with the reason.
The from-now-on rule: an automation you turn on only ever acts on records created after that moment. It will never reach back into older applications, interviews, or imported data. Turning something on today cannot email anyone about anything that already existed today.
There is also a master email switch per account, controlled by Lovelio. A real account has it on from signup, so you can send your own email and connect Outlook or Gmail straight away; automations still start off until you switch them on. The one exception is "Contract end reminders", an email to your own consultant about a contract ending with no plan: it starts on, because it is fee money, and you can switch it off like any other. Nothing that goes to a candidate or a client ever starts on. Demo accounts never send. If Lovelio switches an account off, no email of any kind leaves it (sign-in and password emails excepted) and the Email Automations page says so.
A safety cap watches automated volume: if automations try to send more than 50 emails in an hour, sending pauses automatically and Lovelio is alerted.
The wording of each automated email is edited on the same page, in the Email templates section underneath (AI-written in your style, or locked to your exact approved copy).

Client follow-up wording

When a client has not replied to a float or a submission, Lovelio drafts the follow-up and puts it in front of you. It never sends itself: the draft opens in the compose panel with the recipient, subject and body already filled in, and it goes only when you press Send.
The wording of those drafts is yours to set. Settings under Emails has a "Client follow-ups" section with four editable templates: the float follow-up, the float follow-up used when the client has already written back (their own last message is quoted into it, so the follow-up acknowledges what they already said), the submission follow-up when one candidate is still waiting, and the submission follow-up when several are.
Each template lists the merge fields it can use, for example the client's first name, the candidate's first name, how long ago you sent it, the agency name and the link back to the profile or submission. Editing one changes every future draft; "Reset to default" puts Lovelio's wording back. "Send test to me" emails you a sample.
Writing a link as here puts the link behind the word, so the client clicks a word rather than a raw address. This works in any compose box, not just these templates.
Every compose box takes formatting, and the recipient receives it: a blank line starts a new paragraph, a line starting "-" becomes a bullet, a line starting "1." becomes a numbered list, and word comes out bold. The client email panels (float follow-ups, submission answers, interview follow-ups) carry a small toolbar for bold, bullets and numbers, Cmd+B bolds the selection, and Enter continues the list you are in - Enter on an empty bullet ends it. The preview and the send run the same parse, so what you format is what lands in the inbox.
Which of the four is used is decided from the record, not by you: a float where the client has replied uses the replied version, and a submission with more than one candidate still waiting uses the several-candidates version.

Personal and work addresses (the approach rule)

A person can be on file with more than one address, and each address is owned by the relationship it arrived from. The address on their candidate record is personal - it belongs to them and stays valid when they change jobs. An address that belongs to their contact role at a client (the same person can be both a candidate and a client contact) is a work address - it belongs to the role, and it goes stale on its own when their record says they have moved on.
An approach email - outreach about opportunities, like a talent pool check-in or a one-to-one email from the candidate record outside any live process - only ever goes to a personal address. Emailing someone about a new role at the work address their client employer gave you damages your relationship with the person and the client at once, so Lovelio pauses that send and shows the reason, for example: their only address belongs to their contact role at Fonterra.
You can send anyway. The paused send shows a "Send anyway" option; the override is recorded with your name against the send. Automated emails can never override - an automation will skip that person and note why on their record, and it never falls back to the work address.
Off limits is a second, separate wall: a person who holds a live contact role at a client is blocked from approach mail entirely, even at their personal address - having the right address is not the same as having the right to contact them. The warning names the client; "Send anyway" works the same way (named, logged), automation never can. The block lifts on its own when their record says they have left the client. Their record shows an amber "Off limits" chip while it applies.
When you email a linked person from a client record, the email is a client conversation: it goes to the work address their contact role owns, and the compose window says so ("Sending as Client contact"). You can flip it to an approach before sending - the address flips with it.
Emails inside a live process (interview logistics, references, rejections, confirmations of something the person just did) are not approaches and use the address on the record as normal.

Writing an email: Draft now or write your own

Emailing a candidate or a client contact opens the same compose window everywhere: To, Subject and Message, with ideas and your recent emails underneath. The same window writes the email on every screen that sends one: a bulk email to several candidates, a client follow-up, an interview booking or request, asking a candidate for referees, sending references to a client, and emailing the consultant at a partner agency on a marketplace deal.

Describe the email you want in the Message box and click "Draft now", and Lovelio writes it. Or write it yourself and click Preview. Either way it goes to the preview, and only the preview has Send.
Every email has a subject. Type one, or leave it blank and Draft now writes one. A subject you typed is kept word for word. Preview stays locked until there is a subject ("Add a subject to preview").
The ideas (blue chips) are ranked by what is going on with that person: a reply waiting for you, an interview today or tomorrow, a submission the client has not answered. The most relevant one is filled in. Click one and Lovelio drafts it.
The grey chips are your recent emails, this person first, then others at the same client. One you sent this person loads straight into the boxes to edit. One you sent someone else is rewritten for this person, so nobody gets another person's name.
A draft never throws away what you typed. "Back to my notes" puts your words back.
On the preview, type a change ("make it shorter") and click Redraft, or click Edit to change it yourself.
Reply on an email in a timeline drafts the reply for you ("Re:" the same subject, same thread) and opens on the preview. It only goes when you click Send email, and you then have 5 seconds to undo.
Opening the window with no particular purpose never drafts on its own. It waits for you.
A screen that writes the email for you (an interview booking, a reference request, references to a client) opens on the preview of Lovelio's email. Click Edit to change it, or Back to my notes to describe a different one and Draft now. The details that screen adds itself go below your message, so the draft never repeats them: for a booked interview time, the time, the place and the "Confirm and add to your calendar" button; when you offer times instead, the "Pick a time" button; on reference screens, the "Add your referees" or reference links. The preview shows the email exactly as it will be sent.
On those screens Send says what it is waiting for until the booking is complete, for example "Pick a time first", "Pick who from the client", "Add the address first" or "Pick a reference to send". Your words stay put while you finish.
If an interviewer is busy at the time you picked, the send stops and lists the clash. Book anyway sends it as it is; Pick another time takes you back to choose again.
Attach adds files to the email. It lists the documents already on the records the email is about: the job (its position description, for example), the candidate, and the client and contact. Tick any to attach them. Upload from computer adds a new file and keeps it on the record, so it is there next time: on the job when the email is about a job, otherwise on the candidate or the contact. Up to 10 files and 25MB in all.
Every attachment is checked for viruses first. While a file is being checked, Send says "Checking attachment" and unlocks by itself when it clears, usually within a minute. A file that fails the check shows "Cannot be sent" and has to be removed. Each attached file is listed on the email's timeline entry.
Attach is on every email you write: to a candidate (from their record or from a job) and to a client contact, sent now or scheduled; interview bookings and confirmations; reference requests; sending references to the client; client follow-ups on floats, submissions, interviews and placements; a bulk email from a job's candidates (the job's documents, the same files for everyone; a bulk email from the Candidates list has no Attach, because the people in it share no record); and emails to the other agency on a marketplace deal (only your own side's documents). An availability check to a contractor goes without attachments. Ask Lovelio, agents and the API attach the same way, by the document's id (document_ids on send_email, email_client_contact and each of those actions).
A bulk email is written once for everyone. Draft now greets each person with {first_name}, and each person gets their own copy with their own name in it. The preview steps through every recipient, one at a time, before anything sends.

Preview before sending

Every place you can compose an email shows a rendered preview of the exact email the recipient will receive, with personalisation tokens already substituted and the same styling wrapper the real send uses. The preview and the send run the same rendering code, so what you see is what goes out. This covers bulk candidate emails, one-to-one composes, client contact emails, client follow-ups, reject-and-notify, reference requests, references sent to a client, interview bookings and requests, marketplace deal emails, and AI-drafted emails. Bulk emails support the tokens {first_name} and {job_title}, and the preview lets you page through each recipient's personalised version.

My Email Style

Settings, under You, then My Email Style shows how you write as a short list of plain-English lines, such as how you open, how long your sentences run and how you sign off. It is built from emails you sent to clients and candidates. Change, remove or add any line, then press Save changes.
When you connect your Gmail or Outlook, Lovelio reads your recent Sent folder once. It keeps a short, cleaned copy of up to 60 emails you sent to people already in your agency as a candidate or client contact, and only those. Quoted replies and signature blocks are cut out. Press Read again to read it afresh. "Emails we learned from" lists those emails; click one to see what was kept. It needs at least 10 such emails before a style appears. They are deleted when you disconnect your mailbox or turn email capture off; your written lines stay. Only you see them, and they are never shared with colleagues or used for anyone else's drafts. Emails Lovelio itself sent for you are skipped. Habits are copied, accidental typos are not.
Every email Lovelio drafts for you reads that list: the compose window, Draft now, bulk emails, rejections, outreach, client emails, placement asks and the emails you ask Ask Lovelio or an agent to write. Your style wins over the agency's brand voice on wording, phrasing and grammar. Lovelio copies your habits, not your typos. Dates, times, links and prices still come only from you or your calendar, never from the style.
"Learned from your edits" is On or Off, and the switch sits in that card's header. While it is On, Lovelio keeps each email it drafts for you beside the text you actually send, so it can learn from your changes. Once about eight new edited drafts have gathered, Lovelio compares them with what you sent, at most once a day, and changes the lines under How you write. It changes a line only when you make the same change in at least three different drafts. Drafts that showed no habit yet are read again with the next batch, so a habit you show in one or two drafts is not lost; only the drafts behind a change are marked as learned. It never removes a line you wrote unless you keep rewriting it. Typos and one-off fixes are not copied.
Every change it makes is listed in the Learned from your edits card, newest first: the date, the old line struck through, then the new line. A line it added shows just the new line. Remove takes that one change back straight away: the new line goes and the old line returns. If you keep making the same edit, Lovelio can learn it again. Only your own drafts are kept, only you can see them, and they are never pooled with anyone else's. They are deleted when you turn the switch Off, disconnect your mailbox or turn email capture off. The lines already written stay. Each person has their own list and their own switch; nobody sees anyone else's.
Add a line is always there, so you can write your own habits without a mailbox. With no mailbox connected the page also offers Connect mailbox, which opens Settings, Email & Calendar. Until a style exists, drafts use the agency's brand voice as before.

Your email signature

Each person sets their own signature in Settings, under You, then Email & Calendar. Paste it straight from Outlook or Gmail and the formatting, links and a logo already on the web come with it, or type it and use bold, italic, underline and link. The preview under the box shows exactly how an email from you looks with it.
Lovelio adds it to every email you send yourself: compose screens, bulk emails, client emails, reference and interview requests, and AI-drafted emails you send. Every compose preview shows it too.
"Add it to replies" is on by default. Turn it off and the signature only goes on the first email in a conversation, not on later emails to the same person about the same thing.
With a signature saved, the emails Lovelio drafts for you (follow-ups, interview and reference emails, the submission message, AI drafts) leave off "Kind Regards" and your name, because the signature already signs them. Without one, they still end "Kind Regards," and your first name.
Automated emails (application confirmations, stage emails, chasers and reminders) and calendar invites never carry a personal signature.
To add a logo, click Logo above the box and pick the image file, or paste or drop the image into the box. It goes where your cursor is. Lovelio shrinks it to signature size (at most 200 by 80 pixels), saves it as a PNG every inbox shows, and hosts it on Lovelio's own web address, so it does not hurt whether your email lands in the inbox. A logo that was a file on your computer does not come across when you paste a signature from Outlook; the card says so, and you upload it with Logo. To remove a logo, click it and press Delete.

Client email greetings

Client-facing emails (spec and float emails, and submission emails) open with a greeting that defaults to "Hi" plus the contact's first name. The compose screen shows this greeting as an editable field, so you can change it to whatever you would actually write ("Hello Brett", "G'day Brett"). These emails are left-justified in the recipient's inbox, deliberately, so they read like a note a person typed rather than a template.

Scheduling emails

Scheduling is for candidate emails. From the candidate compose screen you can schedule an email instead of sending now. Sending now is the default; scheduling opens a date and time picker that must be set in the future. Immediate sends from that screen get a 5-second undo window before they go out.
The email sends automatically at the chosen time, in your name, through the same tracked path as an immediate send. Delivery is attempted up to three times; if all attempts fail the email is marked failed rather than retried forever.
A scheduled email can be cancelled any time before it sends: by asking the AI assistant to cancel it (when the assistant schedules one, its confirmation card also shows an "Undo schedule" option), or via the API. Only emails still in the scheduled state can be cancelled; once sent, it is sent.
The API can also list scheduled emails, cancel one, or fire one immediately with send-now.

The Inbox

The Inbox page is one place to find any email reply. It lists every inbound message across the whole agency, newest first: candidate replies, client and hiring manager replies, and referee replies. You can search by name, address, subject, or message text, and filter to candidates, clients, or referees (hiring manager replies appear under the client filter). Each row links straight to that record's email tab, where the full thread lives. The list shows the most recent 300 inbound messages. Inbound message content is sanitised before display.

Voice and links

AI-drafted emails written in the agency's name run through the agency's brand voice and a scrub that removes AI writing tics, so drafts read like your agency, not a robot. Job ad copy is different: it is written in the client's voice and never names the client.
No email Lovelio sends ever contains a raw infrastructure or authentication link. Every link in an email is a lovelio.ai address. Password resets and invites work through Lovelio's own pages.

Common questions

Why did my email not send? Check whether the recipient is suppressed (bounced, complained, or unsubscribed). The send result states the reason. Failed sends retry automatically.
Where do replies go? To the record's email tab and the shared Inbox. If you sent from your own Outlook or Gmail, the reply also lands in your own inbox, as normal.
Can I see if an email was opened? No. Lovelio tracks delivery status (delivered, bounced, marked as spam) but not opens or link clicks, whether the email went through Lovelio or from your own Outlook.
Do I have to use the AI? No. Write your own email, add a subject and click Preview. Draft now is there when you want it.
Can I edit the "Hi first-name" greeting? Yes, on spec, float, and submission emails the greeting is an editable field in the compose screen.
Can I stop a scheduled email? Yes, any time before its send time, by asking the AI assistant or via the API.
Will a candidate emailed on two jobs get tangled threads? No. Threads are kept per person per job, so each conversation stays separate.