Poppy Wyatt, a physiotherapist at a small London clinic called First Fit Physio Studio, attends a charity tea with friends. During the event, her vintage emerald engagement ring, a Tavish family heirloom for three generations, is passed around the table for admiration. A fire alarm scatters the guests, and no one can account for the ring. While Poppy stands outside the hotel with her phone outstretched to catch a signal, a thief on a bicycle snatches it from her hand, leaving her without the ring or any way to be reached if it turns up.
Pacing the lobby, Poppy spots a mobile phone in a litter bin and claims it as her own, distributing the number to hotel staff and police. The phone bears a sticker for White Globe Consulting Group, a corporate consulting firm. It quickly starts receiving calls intended for its previous user, a PA named Violet Russell. One call comes from Violet's boss, Sam Roxton, who needs Poppy to stall a Japanese businessman until Sam can arrive. Poppy improvises a singing performance to delay the man. When Sam demands the phone back, Poppy refuses, and they strike a deal: She will forward Sam's incoming messages in exchange for keeping the phone temporarily.
Poppy's fiancé is Magnus Tavish, a university lecturer she met when he visited her clinic for a sprained wrist. He proposed after only a month of dating. His parents, Professors Antony and Wanda Tavish, are prominent academics who intimidate Poppy. Magnus's younger brother Felix inadvertently reveals that the family had a "falling-out" over the engagement and think the relationship is moving too fast. To conceal the missing ring during family meals, Poppy wraps her hand in bandages and claims a burn. She struggles with the family's highbrow conversation and feels stung by Antony's dismissive remarks about her career.
As Poppy forwards Sam's emails, she reads through his correspondence and discovers emotional messages from a woman named Willow, whom she assumes is Sam's fiancée. She also finds unanswered messages from someone signed "Dad," whom she takes to be Sam's estranged father. On impulse, she replies posing as Sam's PA, inviting "Dad" to an upcoming company conference. Sam, meanwhile, helps Poppy win a family Scrabble game by texting her obscure words, a victory that saddles her with false claims of expertise she cannot sustain.
Sam connects Poppy with a jeweler who creates a convincing replica of the emerald ring. Emboldened, Poppy begins replying to Sam's emails without permission, signing him up for a charity Fun Run, sending a sentimental e-card about a colleague's dead dog, and registering him for dance classes. At the wedding rehearsal, the real ring unexpectedly reappears when Lucinda, Magnus's wedding planner and old family friend, produces it, claiming it was caught in her bag's lining. Poppy also overhears Magnus arguing with his parents, catching fragments that confirm their opposition to the marriage.
At a Savoy reception, Sam discovers the unauthorized emails when colleagues confront him about commitments Poppy made in his name. Over a subsequent lunch, Sam critiques Poppy's apologetic communication style, challenging her about feeling inferior to the Tavishes. Poppy reveals that both her parents died in a car crash ten years ago, and Sam responds with unusual empathy.
A corporate crisis erupts when ITN, a television news outlet, obtains an internal memo apparently from Sir Nicholas Murray, White Globe's founder and a government adviser. In the memo, Sir Nicholas appears to condone corrupt practices. Sam insists the document is a forgery, but the original version has vanished from the company's system. Poppy remembers mysterious phone messages she transcribed when she first had Violet's phone, referencing "keyhole surgery" and "Adiós, Santa Claus," the staff's nickname for Sir Nicholas. She recognizes one caller as Justin Cole, Sam's rival colleague. Sam takes Poppy to the company conference at the Chiddingford Hotel in Hampshire to identify the second caller, and after listening to employees speak, Poppy recognizes the voice of Ryan, a young intern.
During this trip, Poppy discovers that "Dad" is not Sam's father but an old college acquaintance named David Andrew Daniel Robinson, whose initials spell D.A.D. She also learns that Sam's mother died when he was in college, a grief he had concealed by attributing the experience to "a friend." On the train to Hampshire, Poppy receives an anonymous text: "Your fiancée has been unfaithful. It's someone you know." Sam notes the text could apply to either of them, but since he has no fiancée, revealing that he and Willow broke up months ago and he was never engaged, the message must concern Magnus.
That evening, Sam contacts ITN to challenge the memo, putting his career at risk. He and Poppy wander the dark hotel grounds communicating by text in an increasingly intimate exchange. Sam finds her in the woods, and they share an unspoken but deeply physical connection. On the ride home, while Poppy sleeps, Sam analyzes her phone messages and constructs a chart showing that Magnus and Lucinda consistently text at coordinated times, providing alibis for each other. He concludes Magnus is sleeping with Lucinda.
Poppy confronts Lucinda at her flat and learns that Magnus proposed to Lucinda two years earlier with the same ring but called it off midway. Lucinda admits to sleeping with Magnus during Poppy's engagement and reveals that multiple women have received proposals from him. Poppy then visits Wanda and directly asks whether the family considers her inferior. Wanda assures Poppy she is valued and explains that the Tavishes' concern was always about Magnus's pattern of failed commitments, not about Poppy. Poppy returns the emerald ring and declares the wedding off.
That night, Magnus returns from his stag trip and proposes again with a twisted gold band, claiming he bought it in Bruges because the gold reminded him of Poppy's hair. Stung by what she believes is a deliberate brush-off email from Sam, Poppy accepts. Violet then resurfaces with crucial evidence: voice mails her boyfriend saved on the PA's office computer. The messages implicate Justin Cole, Ryan, and Ed Exton, a fired finance director who previously owned the phone, in the conspiracy to forge the memo. This evidence helps clear Sir Nicholas's name.
On the wedding morning, Felix reveals that the gold ring came from Wanda's dressing table, not Bruges; Magnus fabricated the story. At the church, Magnus appears agitated. During the vows, he answers "I do" instead of "I will" and, when corrected, shrugs that "it hardly matters." Poppy halts the ceremony, tells Magnus he does not love her enough, and declares they are "each other's footnotes."
As Poppy walks back down the aisle, guests begin reading from their phones. Sam, with Lucinda's help, has used the wedding's text-alert system to send a mass message calling Poppy "a treasure." When asked if he is Poppy's lover, Sam replies that she is "the one I think about. All the time. She's the voice I want to hear. She's the face I hope to see." He reveals the brush-off email was sent by his PA independently. Poppy runs outside, finds Sam across the street, sends him a photo of her bare ring finger, and crosses the road to kiss him. They walk off together toward the reception.