#Before you start

You should have the following ready:

An active FAP licence or written authority to operate under one
A Gmail account (Workspace or consumer)
One client you've recently spoken to about a refix — we'll use them to build your first case

If you don't have a real client to hand, you can run the same flow with the Sample customer Twio provisions on every new account.

#1. Connect your inbox

The first thing Twio asks for is read access to your Gmail. This isn't optional, but it is scoped: Twio only reads mail to identify lender threads and customer correspondence. Nothing leaves your tenant; nothing is used to train AI models.

Settings → Integrations → Connect Gmail

You'll be shown the exact OAuth scopes on Google's consent screen. Approve them, and Twio starts a quiet two-year backfill of your mailbox into your private workspace. The first results show up in a few minutes; the full index typically completes within an hour.

#2. Open your first case

A case is Twio's unit of work — usually one client, one transaction. Cases come in templates: Refix, New application, Restructure, and so on. Each template gives the AI a script for what information to collect, what documents to produce, and which lenders to consider.

From the sidebar, click New case → Refix. You'll be asked for:

The customer's name (or @mention an existing customer)
The maturity date of the current fixed term
A starting position — uploaded LOA, recent statement, or just "what you know"

Twio assembles a working context from whatever you provide. The more it has, the less it asks you for.

#3. Let Twio do the boring part

Once a case is open, the AI assistant runs through a step plan in your chat panel. For a refix, the plan looks like this:

Confirm existing loan structure (rates, balances, maturity)
Pull lender special rates for the current week
Draft a refix proposal with two or three structuring options
Generate the customer-facing approval email
Fill the lender's refix form once the customer signs off

You stay in control at every step. The AI proposes, you approve. Nothing leaves your account without your explicit click.

#4. Send the proposal

When the draft email looks good, click Send. Twio sends from your connected Gmail — the message appears in the customer's inbox under your own name and signature, not Twio's.

Twio then watches the thread. When the customer replies (with approval, questions, or a new requirement), the reply lands back inside the case and the AI surfaces it as a fresh task: "Customer approved option B at 5.99% for 18 months."

#What next

You've now done the full loop end-to-end. From here, brokers typically branch in three directions:

More case types. Try New application next — it's the same shape but with a longer plan.
Customise your templates. Most brokers tweak the email templates and proposal structure once they've sent a few real ones.
Bring on your team. Twio is multi-user from day one. Invite the rest of your FAP and your cases get shared workspace.

Each of those has a dedicated guide in this section.

If you get stuck, every page has a feedback widget bottom-right — that pings us directly. We answer within a few hours during NZ business time.