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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.
3

Tenant confirmation

Felicity asks the tenant: “Has the issue been resolved?”

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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:
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: 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.