Draft, personalise, and send professional emails directly from Microsoft Teams; connected to your live strata data

Overview #

Writing and sending emails is one of the largest daily time costs in strata management. Finding the right contact, checking the correct levy balance, locating the appropriate document, drafting the message, and sending it; each step adds up, and across dozens of plans and hundreds of owners, the cumulative time is significant.

Merlo AI eliminates this friction entirely. By connecting directly to both your Outlook account and your strata management system, Merlo can draft personalised, professional emails using live data; owner names, contact details, lot numbers, levy balances, insurance details, committee lists; without you needing to look anything up manually.

You describe what you need in plain English, Merlo retrieves the relevant data, writes the email, and presents it to you for review. You can then edit it, approve it, or instruct Merlo to send it directly via your Outlook account. The email always appears as coming from you, maintaining a professional and consistent communication standard across your portfolio.

Key Capabilities at a Glance #

Email Type	What Merlo Does	When to Use It
Single email to an owner or contact	Drafts a personalised email using live strata data; sends via Outlook on request	Owner queries, levy reminders, follow-ups, notices
Reply to a received email (.msg file)	Reads the uploaded email, understands the context, and drafts an appropriate reply	Responding to contractor, owner, or solicitor emails
Committee or formal notice email	Retrieves committee contacts automatically; drafts formal communications with the right tone	AGM notices, motion requests, approval requests
Bulk personalised emails	Sends individual, personalised emails to all owners or a defined group; each email is unique to the recipient	Owner notifications, levy reminders, inspection notices
Cross-plan bulk notices	Sends the same notice across multiple strata plans in a single instruction	Seasonal reminders, fire safety notices, policy updates
Template-based emails	Retrieves a predefined template, fills in all placeholders automatically, and presents a completed draft	Standard communications that follow a set format
Emails with attachments	Attaches uploaded files, SharePoint documents, or generated reports to the email draft	Quote approvals, report distributions, document sharing

Important:  All emails are created as Outlook drafts by default. Merlo will never send an email without your review and confirmation unless you explicitly include a send instruction in your request.

How It Works #

Merlo’s email feature is built around a simple, four-stage process that requires no manual data entry or system switching from you.

Stage 1: You describe the email	Type your request in plain English in the Merlo AI Teams chat. Include the strata plan number, the intended recipient or audience, and what the email should say or achieve. You do not need to know exact contact details.
Stage 2: Merlo retrieves the data	Merlo connects to your strata management system and pulls the relevant information automatically; owner names, email addresses, lot numbers, levy balances, committee lists, or whatever the email requires.
Stage 3: Merlo drafts the email	Merlo writes a professionally structured email using the data it has retrieved. The draft appears in the Teams chat for you to read. If you have uploaded a file or attachment, Merlo includes it in the draft.
Stage 4: You review and send	Read the draft and request any changes in plain language. When you are satisfied, confirm sending. Merlo dispatches the email via your Outlook account. It will appear in the recipient’s inbox as an email from you, and a copy will be saved in your Sent folder.

Tip:  Merlo retrieves strata data in real time from your live system. Owner names, email addresses, levy balances, and committee contacts are always current; no manual lookup required.

Drafting a Single Email #

The most common use of Merlo’s email feature is drafting a single, targeted email to an owner, resident, contractor, building manager, or other contact. You simply describe the purpose of the email and Merlo handles the rest; retrieving the correct contact details, writing the message, and presenting it for your review.

You do not need to know the recipient’s email address in advance. As long as the owner, lot, or contractor is recorded in your strata system, Merlo will look them up automatically.

Step-by-Step #

1. Open the Merlo AI chat in Microsoft Teams.

2. Type your email request in plain English. Include the strata plan number, the lot number or recipient name, and what you want the email to say or achieve.

3. Merlo retrieves the correct contact details from your strata system and drafts the email. The draft appears in the chat for your review.

4. Read the draft. If you would like changes, describe them in plain language (e.g., ‘Make it more formal’ or ‘Add a response deadline of Friday’).

5. When you are happy with the draft, confirm sending. Merlo dispatches the email via your Outlook account.

Example Prompts #

“Draft an email to the owner of lot 5 in plan 12345 about a water leak in the common property area that is currently being investigated.”

“Write a polite but firm reminder email to the owner of lot 12 in plan 44100 about their overdue levies; include the total amount owed.”

“Draft a follow-up email to the building manager of plan 55321 asking for a progress update on the roof repair job that was approved last week.”

“Write a levy reminder to the owner of lot 8 in plan 98765 and send it via Outlook.”

“Draft an email to the contractor about the overdue inspection report for strata plan 2604 and ask them to provide a response by end of week.”

Requesting Edits to a Draft #

After Merlo presents a draft, you can request any changes using natural language. There is no need to manually edit the text yourself unless you prefer to. Simply describe what you would like adjusted and Merlo will revise the draft accordingly.

• Make it more formal and professional.

• Shorten it; just the key points.

• Add a note about the next steps and include a deadline for the owner to respond.

• Change the tone; it should sound firm but respectful.

•  Add a paragraph explaining what happens if no response is received within 7 days.

Sending the Email #

By default, Merlo presents a draft for your review. To send the email, either confirm after reviewing (‘Send it’) or include a send instruction in your original prompt.

“Draft an email to the owner of lot 3 in plan 12345 about the noise complaint and send it via Outlook.”

“Write a levy reminder to the owner of lot 8 in plan 98765 and send it.”

Note:  The email is sent through your personal Outlook account. It will appear in the recipient’s inbox as coming from you directly, and a copy will be saved in your Sent Items folder.

Replying to a Received Email #

If you have received an email that you need to respond to; from an owner, contractor, solicitor, or committee member; you can upload the email file directly into the Merlo AI chat and ask Merlo to draft a reply. Merlo will read the original email, understand the context and tone, and produce a relevant, well-structured response.

This is especially useful for complex or sensitive emails where you want a professional draft to work from, rather than starting from a blank page. Merlo can also retrieve relevant strata data to ensure the reply is accurate and informed.

How to Do It #

6. Save the email you received as a .msg file from Outlook (right-click the email and select ‘Save As’).

7. Open the Merlo AI chat in Microsoft Teams.

8. Upload the .msg file to the chat by dragging and dropping it or using the attachment icon.

9. Ask Merlo to draft a reply, specifying the tone or content you need.

10. Review the draft, request any edits, and confirm sending.

Example Prompts #

“Here is an email from the contractor. Please draft a reply confirming the inspection date of 15 May.”

“Upload this owner complaint email and draft a professional reply acknowledging the issue and explaining next steps.”

“Read this solicitor request and draft a formal response providing the requested owner details for lot 7 in plan 12345.”

“This is an email from the building manager with an update on the roof repairs. Draft a reply thanking them and asking for the expected completion date.”

Tip:  Merlo reads the context of the email you upload; including the sender’s tone, the subject matter, and any specific questions asked; and tailors the reply accordingly. You do not need to summarise the email for Merlo; simply upload it and describe how you want to respond.

Drafting Committee and Formal Notice Emails #

Merlo can draft formal communications to a strata plan’s committee; including AGM reminders, motion requests, quote approval requests, and general committee notices. Merlo automatically retrieves the committee contact list from your strata system, so you do not need to manually compile or copy email addresses.

This is particularly useful when you need to send the same structured communication to a group of committee members, or when you need to attach and distribute documents such as contractor quotes, maintenance reports, or meeting agendas.

Example Prompts #

“Write a professional email to the committee of plan 98765 reminding them that the AGM is next month and asking them to submit motions by this Friday.”

“Draft an email to the committee members of plan 88200 attaching the quote from ABC Plumbing and asking them to review and approve it by end of week, then send it.”

“Send a formal notice to the committee of SP 44100 informing them that the insurance renewal is due next month and requesting their approval to proceed.”

“Write a committee update email for plan 77889 summarising the completed maintenance works from last quarter and attach the relevant invoices.”

Tip:  Merlo automatically retrieves committee email lists from your strata system. You do not need to copy or paste contact details; simply reference the plan number and audience in your request.

Sending Bulk Personalised Emails #

When you need to notify all owners in a strata plan; or a specific subset of owners such as those with outstanding levies; Merlo can send individual, personalised emails to each recipient simultaneously. Unlike a group email or a generic broadcast, each email Merlo sends are uniquely addressed and populated with details specific to that owner or lot, such as their name, lot number, and levy balance.

This ensures every communication feels personal and accurate, improving owner engagement and reducing the number of ‘this doesn’t apply to me’ responses that generic bulk emails can generate.

How Merlo Personalises Each Email #

• Owner’s full name is inserted into the salutation and body of the email.

• Lot number and plan details are included where relevant.

• Outstanding levy amounts or specific account balances are pulled in real time from the strata system.

• Any other lot-specific or owner-specific data available in the system can be incorporated on request.

Example Prompts #

“Draft an email to all owners of plan 12345 about the lift maintenance scheduled for this weekend.”

“Send a bulk email to all owners in plan 34500 reminding them about no-parking rules during the upcoming building inspection on Thursday.”

“Find all lots in arrears in plan 12345 and send each owner a personalised reminder email about their outstanding levy balance; include the exact amount owed in each email.”

“Send a notice to all owners in plan 30077 about the upcoming common property inspection next week. Include the date, time, and access requirements in each email.”

“Draft levy reminder emails for all lots in SP 55667 that have outstanding balances, and personalise each one with the owner’s name and the specific amount they owe.”

Important:  Bulk emails are created as drafts for your review before sending. Always check the draft for one or two representative recipients before confirming the full send, to ensure the personalisation and data are correct.

Sending Notices Across Multiple Strata Plans #

For notices that apply across your entire portfolio; or across a defined selection of plans; Merlo can send the same communication to all relevant owners or committees in a single instruction. This is ideal for periodic notices that are not specific to one plan but need to go out to all managed properties simultaneously.

Common Use Cases #

• End-of-year owner reminders or seasonal notices

• Fire safety and common area maintenance reminders

• Levy schedule notifications applicable across multiple plans

• Policy or by-law updates affecting all managed buildings

• Public holiday or office closure notices to all owners

Example Prompts #

“Write and send a seasonal notice to all strata plans reminding owners about fire safety and the importance of keeping common areas clear of stored items.”

“Send a public holiday closure notice to all owners across all managed plans informing them of our office hours over the upcoming long weekend.”

“Draft a portfolio-wide notice about the new levy schedule effective from 1 July and send it to all owners across all plans.”

Tip:  Cross-plan notices are highly efficient for repetitive, portfolio-wide communications. Instead of repeating the same task for each plan individually, one instruction to Merlo handles the entire distribution.

Using Email Templates #

Merlo AI supports a library of predefined email templates designed for the most common strata communication scenarios. Templates ensure consistency in tone, structure, and branding across all communications, and they save time by removing the need to draft from scratch for routine messages.

When you request a template, Merlo retrieves it, automatically fills in all placeholders with live strata data (owner name, lot number, plan details, balances, dates, and so on), and presents the completed draft for your review. You can then edit it further or send it as is.

Available Template Categories #

•                 Levy reminders and overdue levy notices

•                 AGM notices and post-AGM minute distributions

•                 Contractor and work order notifications

•                 Maintenance and inspection notices (e.g., gutter cleaning, pest control)

•                 Insurance renewal communications

•                 Payment plan request letters

•                 General owner correspondence templates

Example Prompts #

“Use the levy reminder template to send a notice to all owners in plan 12345; fill in the correct balances automatically.”

“Get me the Gutter Cleaning Notification template and draft an email for SP 12345.”

“Use the AGM Minutes template for plan 6589 and populate it with the confirmed meeting date, time, and venue.”

“Apply the payment plan request template for the owner of lot 6 in plan 77889.”

When Multiple Templates Match #

If your request could match more than one template in the library, Merlo will present a short list of matching options for you to select from. Simply choose the correct one and Merlo will proceed with populating and drafting.

Including SharePoint Documents as Attachments #

When using a template that typically requires a document attachment (such as meeting minutes, a levy notice, or an insurance document), Merlo can automatically retrieve the relevant file from SharePoint and attach it to the email draft; no manual file retrieval needed.

“Use the AGM Minutes template for plan 98765, attach the latest AGM minutes from SharePoint, and send to all committee members.”

Attaching Documents to Emails #

Merlo can attach documents to any email it drafts. Attachments can come from three sources: files you upload directly into the Teams chat, documents retrieved from SharePoint, or documents generated by Merlo itself (such as a report or summary).

Attaching Files, You Upload #

To attach a file you have on hand, upload it to the Teams chat before or alongside your email request. Merlo will include it as an attachment in the email draft automatically.

11. Upload your file to the Merlo AI Teams chat by dragging and dropping it, or using the attachment icon in the message bar.

12. Include the attachment instruction in your email request.

13. Merlo drafts the email with the file attached and presents it for review.

“Draft an email to the committee members of plan 88200 attaching the quote from ABC Plumbing and asking them to review and approve it, then send it.”

“Attach this inspection report and draft an email to the strata manager for plan 55667 summarising the findings.”

Attaching Documents from SharePoint #

If the document you need is stored in SharePoint, you do not need to download and re-upload it. Simply reference it in your request and Merlo will retrieve and attach it (or include the SharePoint link) automatically.

“Draft an email to the owner of lot 5 in plan 12345 and attach the latest levy notice from SharePoint.”

“Send the insurance renewal documents for plan 77889 to the insurer; retrieve them from SharePoint and attach to the email.”

Attaching Merlo-Generated Content #

If you ask Merlo to generate a report, summary, or comparison as part of your request, it can attach that generated content to the email draft in the same workflow.

“Generate a financial summary for plan 12345 and email it to the committee with the summary attached.”

“Compare these two insurance quotes, create a summary document, and email it to the strata manager with the comparison attached.”

Adding CC and BCC Recipients #

You can specify CC (carbon copy) and BCC (blind carbon copy) recipients in any email request. Simply include them in your prompt and Merlo will add them to the appropriate fields in the Outlook draft.

CC recipients will be visible to all parties in the email thread. BCC recipients receive the email but are not visible to other recipients; useful for internal oversight, compliance records, or discreet notification.

Example Prompts #

“Draft a reminder email to Energy Australia about the upcoming work order. Include the strata manager in CC and the compliance officer in BCC.”

“Send a levy notice to the owner of lot 6 in plan 12345. CC the committee chairman and BCC our accounts team.”

“Draft an AGM confirmation email to all lot owners in plan 55667. CC all committee members.”

“Write a contractor follow-up email for SP 2604 and include accounts@company.com in BCC for our records.”

Tip:  You can reference people by their role (e.g., ‘the strata manager’ or ‘the committee chairman’) rather than their email address. Merlo will look them up from the strata system automatically.

Email Signatures #

All emails drafted by Merlo are designed to include the correct strata team email signature. The signature is applied to the Outlook draft automatically based on your account settings.

If you need to verify that the correct signature has been applied; for example, if you manage multiple plans under different branding or signature templates; you can ask Merlo to confirm this before sending.

“Draft this email and ensure the correct Merlo strata team signature block is included at the bottom.”

“Check that the email signature is correct for this draft before I send it.”

Important:  Always verify the signature block in your Outlook draft before sending, particularly if your organisation uses different signatures for different strata plans or brands.

Real-World Usage Scenarios #

The following examples illustrate how Merlo’s email feature is used in everyday strata management situations, and the exact type of prompt that would generate each outcome.

An owner calls asking why they received a levy notice	After the call, ask Merlo: ‘Draft a follow-up email to the owner of lot 3 in plan 44100 summarising what we discussed about their levy and the payment due date.’ Merlo drafts it immediately with the correct owner details.
A contractor has not responded to a work order for 5 days	Ask Merlo: ‘Send a firm reminder email to the contractor assigned to the work order for plan 2604; ask them to respond by end of day today.’ Merlo drafts and sends the email without you needing to find the contractor’s address.
The AGM is next month, and you need to notify all committee members	Ask Merlo: ‘Write a professional email to the committee of plan 98765 reminding them the AGM is next month and asking them to submit motions by Friday.’ Merlo retrieves all committee contacts and sends to each one.
You need to send levy reminders to every owner in arrears	Ask Merlo: ‘Find all lots in arrears in plan 12345 and send each owner a personalised reminder with their specific balance.’ Merlo identifies the relevant lots, personalises each email, and sends them all.
A solicitor has emailed requesting owner details	Upload the .msg file and ask Merlo: ‘Draft a formal reply to this solicitor request providing the owner details for lot 7 in plan 12345.’ Merlo reads the email and drafts a professional, accurate response.
You want to send a fire safety notice to all plans before summer	Ask Merlo: ‘Send a seasonal fire safety notice to all owners across all managed strata plans; remind them to keep common areas clear.’ One instruction sends the notice portfolio-wide.
A quote needs committee sign-off urgently	Ask Merlo: ‘Draft an email to the committee of plan 88200 attaching the ABC Plumbing quote and asking for approval by Thursday, then send it.’ Merlo attaches the file, addresses all committee members, and sends immediately.

Tips for Getting the Best Results #

Include the plan and lot number	Always include the strata plan number and lot number in your request. This is how Merlo identifies the correct owner, contact details, and levy information from your strata system.
Be specific about the purpose	The more context you give about the email’s purpose, the more relevant and accurate the draft will be. For example, instead of ‘send a reminder,’ try ‘send a firm levy reminder referencing the amount overdue and a 7-day payment deadline.’
Describe tone and style	If you need a specific tone; formal, firm, friendly, apologetic; include it in your request. Merlo will adjust the language accordingly.
Default is always draft first	If you are unsure, omit the send instruction. Merlo will draft the email for your review, and you can choose to send it after reading it.
To send immediately, say so explicitly	Include ‘send it via Outlook’ or ‘then send it’ in your request to instruct Merlo to dispatch the email without a separate confirmation step.
Upload files before your request	If you need to include an attachment, upload the file to the chat first, then type your email request. Merlo will detect the uploaded file and include it.
Reference SharePoint documents by name	If a document is stored in SharePoint, reference it by name or type in your request (e.g., ‘attach the latest levy notice from SharePoint’). Merlo will retrieve and attach it.
Use roles, not email addresses	You rarely need to provide email addresses manually. Referencing someone by role (e.g., ‘the building manager for plan 55321’ or ‘the committee chairman of plan 12345’) is enough; Merlo will find the right contact.
Verify the signature before sending	Check that the correct email signature is applied in the Outlook draft before confirming the send, especially if you use multiple signature templates.
Update the strata system for accuracy	Merlo retrieves contact details from your strata management system. If an email address or phone number is wrong, update it in the system and Merlo will use the corrected information automatically.

Frequently Asked Questions #

Can I review the email before Merlo sends it? #

Yes. By default, Merlo always creates a draft for your review first. The email will not be sent until you confirm. If you want to send without a separate review step, include ‘send it via Outlook’ or ‘then send it’ in your original request.

Can I edit a draft after Merlo presents it? #

Yes. Request any changes in plain language after reading the draft; for example, ‘Make it shorter,’ ‘Add a deadline of Friday,’ or ‘Change the tone to be more formal.’ Merlo will revise and present an updated draft. You can also edit the email directly in Outlook once it has been created as a draft there.

Who appears as the sender of the email? #

Emails are sent through your connected Outlook account. They appear in the recipient’s inbox as coming directly from you, using your name and email address. A copy is also saved in your Sent Items folder in Outlook.

Can Merlo send emails when I am not at my desk? #

Yes. Merlo can draft or send emails at any time. If you have given a direct send instruction in your request, Merlo will send immediately without requiring you to be actively monitoring the chat. If you have only asked for a draft, the email will wait in your Outlook Drafts folder until you are ready to review and send it.

What if an owner’s contact details are wrong or outdated? #

Merlo retrieves contact details from your strata management system. If the information is incorrect, it needs to be updated in the strata system. Once corrected there, Merlo will use the updated details automatically in future requests.

Can Merlo send to a specific subset of owners; for example, only those in arrears? #

Yes. You can specify conditions in your request. For example: ‘Send a levy reminder to all owners in plan 12345 who have outstanding balances.’ Merlo will identify the relevant lots and owners from the strata system and send personalised emails only to those who meet the criteria.

Can I include documents from SharePoint as attachments without downloading them first? #

Yes. Reference the document by name or type in your request (e.g., ‘attach the latest AGM minutes from SharePoint’) and Merlo will retrieve and attach it directly. You do not need to download the file and re-upload it.

What file types can I upload as attachments? #

Merlo supports a wide range of file formats including PDFs, Word documents (.docx), Excel spreadsheets (.xlsx), image files, and Outlook email files (.msg). Upload the file to the Teams chat and Merlo will include it in the email draft.

Can Merlo send the same email across multiple strata plans at once? #

Yes. You can instruct Merlo to send a notice across all managed plans or a specified selection of plans in a single request. Merlo will handle the distribution across all plans simultaneously.