> ## Documentation Index > Fetch the complete documentation index at: https://docs.lightwork.co/llms.txt > Use this file to discover all available pages before exploring further. # Onboarding guide > Get your team live on LightWork. ## In one minute LightWork handles resident enquiries, prospective tenant screening, maintenance coordination, and compliance certificate renewals. Felicity, our AI agent, communicates with residents, prospects, and contractors over **email** and **WhatsApp**, and reads property data from your existing **property management system (PMS)**. Onboarding has two halves: the **core setup** that every customer completes, and the **modules** you've bought, which Felicity activates on top. *** ## How onboarding works Your LightWork onboarding lead will guide you through the steps below. This page is your map: what we'll need from you, what we'll do for you, and how to think about the modules sitting on top. **Core setup** — once per organisation: 1. Connect your communication channels (email and WhatsApp). 2. Connect your property management system. 3. Build your knowledge base so Felicity can answer common questions. 4. Confirm your contractor list. 5. Invite your team. 6. Customise Felicity (emergency escalation copy and email footer). **Modules** — activated per office once core setup is in place: * Resident Desk, Prospects, Maintenance, Compliance. **Going live** — announce the new contact details to residents, then test and switch on. *** ## What you need before you start * A dedicated **resident inbox** for inbound emails (new mailbox, not shared with other users). * Access to your **internal IT team** (or **external IT provider**) to create the mailbox and authorise Felicity's email connection. * A **Twilio** account with a WhatsApp-enabled number (WhatsApp Business). * Credentials or a request route for your **PMS** (see Step 2 for what's needed per provider). * **Knowledge base content** ready to upload (FAQs, policies, how-tos). * Names and emails for the team you will invite (at least one operational owner and one backup). *** ## Step 1: Connect your channels Set up email and WhatsApp so residents can reach Felicity. For detailed instructions, see the [Channels guide](/platform/channels). ### Email 1. Create a new mailbox used only for resident inbound contact (e.g. [residents@yourdomain.co.uk](mailto:residents@yourdomain.co.uk)). 2. Set any existing public addresses to **auto-forward** to this mailbox if needed. 3. In LightWork, go to **Settings > Channels > Connect Email**. 4. Choose your provider, sign in, and authorise access. 5. Send a test email to confirm messages appear in LightWork. Keep this mailbox exclusive to resident queries. Do not mix internal or contractor email. ### WhatsApp Use your current public business **landline** - do not buy a new number. 1. Ensure the landline can receive inbound voice calls (the verification code arrives by automated call). 2. Sign in to **Twilio** and go to **Messaging > WhatsApp Senders**. 3. Follow the wizard to register your number and complete business profile verification. 4. In LightWork, go to **Settings > Channels > WhatsApp > Connect via Twilio**. 5. Enter your Account SID and Auth Token, then copy the webhook URL into Twilio. 6. Send a test WhatsApp message to confirm it appears in LightWork. For the full step-by-step (including migration from another provider), see [Channels > WhatsApp setup](/platform/channels#whatsapp-setup). *** ## Step 2: Connect your property management system LightWork integrates with major PMS providers to sync properties, tenancies, certificate renewals, and (where supported) work orders. The route depends on which PMS you use. 1. Request the LightWork AI integration at [altosoftware.co.uk/integrations/lightwork-ai](https://www.altosoftware.co.uk/integrations/lightwork-ai/). 2. Select the branches you want to sync. 3. Notify your LightWork onboarding lead once the request is in. 1. Raise a support case via the [MRI portal](https://mrisoftware360.my.site.com/MyMRI/s/login/) requesting API credentials for a "LightWork AI" third-party integration. 2. Required scopes: Actions, Applicants, Lookup Data, Person, Property, Tenancy, WebProspects, WorksOrders. 3. Share the credentials with your LightWork onboarding lead once issued. 1. Generate an API key from the [Street Data dashboard](https://street-data.uk.auth0.com/u/login). 2. Share the credentials with your LightWork onboarding lead. We're actively expanding integration coverage. Tell your LightWork onboarding lead which PMS you're on and we'll confirm whether we can integrate today, or what the path looks like. ### Why PMS integration matters per module | Module | PMS dependency | | ----------------- | ------------------------------------------------------------------------------------------------------------------- | | **Resident Desk** | Not required. Resident Desk runs entirely on your knowledge base and connected channels. | | **Prospects** | Not a blocker. PMS integration enriches contact records and lets Felicity schedule viewings against your portfolio. | | **Maintenance** | Required if you want work orders written back into your PMS. | | **Compliance** | Required. Felicity reads upcoming certificate renewals (Gas Safety, EICR, EPC, Legionella) directly from your PMS. | *** ## Step 3: Build your knowledge base Felicity answers questions using your knowledge base. Focus on the highest-volume questions first. Short, clear answers beat long policy text. **Recommended articles to start with:** * Rent payments: when, how, bank details, reference format. * Repairs: how to report, what evidence to include, emergency vs non-emergency. * Access: keys, fobs, lockouts, replacement process and fees. * Moving in: utilities, meter readings, inventory, council tax. * Moving out: notice period, cleaning standards, deposit return timelines. * Pets, parking, bins and recycling, noise complaints. * Contact hours and service levels. **How to add articles:** 1. Go to **Knowledge Base > Add Information > New**. 2. Select a subject (e.g. Rent Collection, Parking, Pet Policies). 3. Add the information, including any links or forms. 4. Save and publish. Repeat for the top 20-30 questions. For advanced features like scope hierarchy, bulk upload, and AI-suggested articles, see the [Knowledge Base guide](/platform/knowledge-base). *** ## Step 4: Confirm your contractor list Maintenance and Compliance both route work to contractors. * If your PMS exposes a contractor list, LightWork syncs it automatically — no action needed. * If your PMS doesn't expose a contractor endpoint (for example **Street**), your LightWork lead will request an export and load the contractors for you. * You can also add or edit contractors directly in LightWork at any time. See [CRM > Contractors](/platform/crm#contractors). *** ## Step 5: Invite your team 1. Go to **Settings > Team > Invite**. 2. Invite at least: * **Operational owner**: handles escalations and hand-offs. * **Backup reviewer**: covers absence. 3. Configure permissions for each team member. See [Team and permissions](/platform/team-permissions) for details. Roles split into **Admin** (full platform access) and **Member** (scoped per module). *** ## Step 6: Customise Felicity Two pieces of customisation make Felicity feel like part of your team. Your LightWork onboarding lead will work with you to set both up. * **Emergency escalation copy** — what Felicity says to residents when she detects an emergency (e.g. gas leak, major water leak, no heating in winter). This typically points residents to your out-of-hours emergency contact and any safety guidance specific to your portfolio. * **Email footer** — the signature appended to Felicity's outbound emails, identifying her as your AI-powered assistant and giving residents a clear way to reach a human. *** ## Step 7: Activate your modules Once core setup is in place, your LightWork onboarding lead activates the modules you've purchased per office. Each module has its own behaviour and dependencies: Frontline handling of resident enquiries on email and WhatsApp. Lettings and sales enquiry qualification, screening, and viewing scheduling. Tenant intake, contractor coordination, landlord approval, completion. Automatic tracking of certificate renewals (requires PMS integration). *** ## Step 8: Inform residents Tell residents where to contact you. Use all three routes for best uptake. ### Mass email to current residents **Subject:** A faster way to reach \[Your Agency] **Body:** > Hello \[Resident name], > > We now have a faster way to help you. From today, please contact us here: > > * **Email:** [residents@yourdomain.co.uk](mailto:residents@yourdomain.co.uk) > * **WhatsApp:** +44 XX XXXX XXXX > > Save this WhatsApp number as **\[Your Agency] - Residents**. When you message, include your **name** and **address** plus a short description. We will acknowledge quickly and keep you updated. > > For emergencies, use your usual emergency number. To stop WhatsApp messages, reply **STOP**. > > Thank you, > \[Your Agency] ### Update public touchpoints * **Website:** update the Contact page with the resident email and WhatsApp number. * **Email signatures:** add "Residents: email residents\@... or WhatsApp +44...". * **Auto-reply on old inboxes:** point people to the new addresses. *** ## Step 9: Test and go live 1. Send 10-15 test emails and WhatsApps covering your top FAQs. 2. Check answers, links, and article coverage. 3. Add or adjust articles where Felicity asks for more information. 4. Announce to a small resident cohort first. 5. Monitor the first 72 hours. Review any escalations in your inbox. *** ## Success checklist * Email and WhatsApp are connected and tested. * PMS integration is live (where applicable for the modules you've bought). * Knowledge base published with at least 20 core articles. * Contractors either synced from your PMS or added directly. * Team invited with correct permissions. * Felicity customisation in place (emergency escalation copy and email footer). * Modules activated on each office. * First cohort live and receiving consistent answers. *** ## Need help? * To report an issue, email [support@lightwork.co](mailto:support@lightwork.co). * For onboarding questions, email [onboarding@lightwork.co](mailto:onboarding@lightwork.co). * See the [FAQ](/support/faq) and [Troubleshooting](/support/troubleshooting) pages for common issues.