> ## 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.

# Completion

> How visits are tracked, outcomes recorded, and issues closed.

## 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.

***

## After the visit

<Steps>
  <Step title="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)?
  </Step>

  <Step title="Contractor provides evidence">
    The contractor replies with details of the work completed and any supporting photos. Felicity reviews the response for completeness.

    | Response                         | What happens                                                 |
    | -------------------------------- | ------------------------------------------------------------ |
    | **Provides completion evidence** | Felicity proceeds to tenant confirmation.                    |
    | **No response**                  | Felicity retries up to 3 times, then escalates to your team. |
    | **Insufficient detail**          | Escalated to your team for review.                           |
  </Step>

  <Step title="Tenant confirmation">
    Felicity asks the tenant: "Has the issue been resolved?"

    | Response              | What happens                               |
    | --------------------- | ------------------------------------------ |
    | **Yes - resolved**    | The issue proceeds to invoice and closure. |
    | **No - not resolved** | Escalated to your team for next steps.     |
  </Step>
</Steps>

***

## 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:

| Scenario            | What happens                                                                                                                                  |
| ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| **Quote unchanged** | Felicity requests new availability and schedules with the tenant. Landlord approval is skipped since the original quote was already approved. |
| **Quote changed**   | A 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.

***

## Invoice collection

After successful completion (both contractor and tenant confirm):

<Steps>
  <Step title="Felicity requests the invoice">
    Felicity asks the contractor to send over the invoice for the work.
  </Step>

  <Step title="Invoice received">
    The contractor sends the invoice. Felicity confirms receipt: "Got it, thanks. The property manager will process payment."
  </Step>

  <Step title="Payment logged">
    Your team manually confirms the invoice is paid and marks the job as complete in the platform.
  </Step>
</Steps>

***

## 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.

***

## Escalation during completion

Felicity escalates to your team when:

| Trigger                         | Reason                                           |
| ------------------------------- | ------------------------------------------------ |
| **Visit did not occur**         | The scheduled visit did not happen as planned.   |
| **Contractor evidence missing** | No completion evidence after 3 contact attempts. |
| **Tenant disputes resolution**  | The tenant says the issue is not resolved.       |
| **Invoice missing**             | No invoice received after 3 contact attempts.    |

When escalated, Felicity stops automated progression and your team takes over manually.

***

## 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.