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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.

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In one minute

After the scheduled maintenance visit, Felicity collects completion evidence from the contractor and confirms resolution with the tenant. If a follow-up visit is needed, the process loops back. Once everyone confirms the issue is resolved, Felicity handles invoice collection and closure.

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After the visit

1

Felicity contacts the contractor

At the time of the scheduled visit, Felicity messages the contractor asking:
  • Did the visit occur?
  • Is the issue resolved?
  • Can they provide evidence of completion (photos, description of work done)?
2

Contractor provides evidence

The contractor replies with details of the work completed and any supporting photos. Felicity reviews the response for completeness.
ResponseWhat happens
Provides completion evidenceFelicity proceeds to tenant confirmation.
No responseFelicity retries up to 3 times, then escalates to your team.
Insufficient detailEscalated to your team for review.
3

Tenant confirmation

Felicity asks the tenant: “Has the issue been resolved?”
ResponseWhat happens
Yes - resolvedThe issue proceeds to invoice and closure.
No - not resolvedEscalated to your team for next steps.

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Follow-up visits

If the contractor indicates that follow-up work is required:
  1. Felicity asks the contractor: “Does your original quote still stand, or does it need adjusting?”
  2. Based on the response:
ScenarioWhat happens
Quote unchangedFelicity requests new availability and schedules with the tenant. Landlord approval is skipped since the original quote was already approved.
Quote changedA new landlord approval is required with the updated quote and full job history. The process goes through the approval step again.
Felicity sends the tenant a message explaining that a follow-up visit is needed and coordinates the new appointment.

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Invoice collection

After successful completion (both contractor and tenant confirm):
1

Felicity requests the invoice

Felicity asks the contractor to send over the invoice for the work.
2

Invoice received

The contractor sends the invoice. Felicity confirms receipt: “Got it, thanks. The property manager will process payment.”
3

Payment logged

Your team manually confirms the invoice is paid and marks the job as complete in the platform.

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Closing a maintenance issue

A maintenance issue is closed when:
  • The contractor has provided completion evidence.
  • The tenant has confirmed the issue is resolved.
  • The invoice has been received and payment logged.
Once closed, the full history (intake, scheduling, completion, communications) is preserved in the conversation record and work order.

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Escalation during completion

Felicity escalates to your team when:
TriggerReason
Visit did not occurThe scheduled visit did not happen as planned.
Contractor evidence missingNo completion evidence after 3 contact attempts.
Tenant disputes resolutionThe tenant says the issue is not resolved.
Invoice missingNo invoice received after 3 contact attempts.
When escalated, Felicity stops automated progression and your team takes over manually.

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Viewing maintenance history

You can view the full history of any maintenance issue from:
  • Inbox - the conversation thread shows every message, action, and status change.
  • Maintenance > Requests - a list view of all maintenance requests with their current status.
  • Maintenance > Procedures - Felicity’s triage and progress tracking for each issue.