> ## 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.

# Scheduling

> How contractors are engaged and appointments are coordinated.

## In one minute

Once a maintenance work order is created, your team selects a contractor. Felicity then handles the coordination: requesting availability and a quote from the contractor, obtaining landlord approval, and scheduling the appointment with the tenant.

***

## Contractor engagement

<Steps>
  <Step title="Your team selects a contractor">
    From the work order, your team chooses a contractor from your saved contacts in the CRM. Select the contractor best suited for the issue category.
  </Step>

  <Step title="Felicity requests availability and quote">
    Felicity contacts the contractor with the job details and asks for:

    * 2-3 available time slots for the visit.
    * A quote for the work (explicitly confirming whether it includes VAT).
  </Step>

  <Step title="Contractor responds">
    The contractor can reply via email or WhatsApp. Felicity handles the following scenarios:

    | Response                                      | What happens                                                 |
    | --------------------------------------------- | ------------------------------------------------------------ |
    | **Provides availability and quote**           | Felicity proceeds to landlord approval.                      |
    | **Provides only one** (availability or quote) | Felicity chases the missing piece.                           |
    | **No response**                               | Felicity retries up to 3 times, then escalates to your team. |
    | **Declines the job**                          | Escalated to your team to select an alternative contractor.  |
  </Step>

  <Step title="Felicity confirms with contractor">
    Once both availability and quote are received, Felicity sends a confirmation to the contractor summarising the proposed dates and quoted amount.
  </Step>
</Steps>

***

## Landlord approval

Before scheduling can proceed, landlord approval is required for the contractor's quote.

1. Felicity notifies your team: "Quote received - landlord approval required."
2. Your team requests approval from the landlord (this may happen outside LightWork or via a pre-drafted message).
3. Once the landlord approves, your team records approval in the platform.
4. If the landlord rejects the quote, your team selects a new contractor and the process restarts.

<Callout type="info">
  Landlord approval is a manual step to ensure cost control. Your team manages the landlord communication and records the decision in LightWork.
</Callout>

***

## Tenant scheduling

Once the landlord approves the quote:

<Steps>
  <Step title="Felicity proposes time slots">
    Felicity sends the contractor's available time slots to the tenant and asks them to choose one.
  </Step>

  <Step title="Tenant confirms">
    The tenant selects a slot. Felicity also collects access instructions (key safe codes, buzzer details, whether someone will be home).
  </Step>

  <Step title="Booking confirmed">
    Felicity confirms the appointment with both the tenant and the contractor, including the date, time, address, and access details.
  </Step>
</Steps>

If the tenant declines all offered slots or cannot arrange access, Felicity escalates to your team.

***

## Reminders

Before the scheduled visit, Felicity sends reminders to:

* The **tenant** - confirming the date, time, and any preparation needed.
* The **contractor** - confirming the appointment details and access instructions.

***

## Rescheduling

If either the tenant or contractor needs to reschedule:

* They reply to the conversation explaining they need a different time.
* Felicity coordinates new availability and proposes updated slots.
* If rescheduling cannot be resolved, it is escalated to your team.

***

## Escalation during scheduling

Felicity escalates to your team when:

| Trigger                       | Reason                                                  |
| ----------------------------- | ------------------------------------------------------- |
| **Contractor non-response**   | No reply after 3 contact attempts.                      |
| **Contractor declines**       | The contractor cannot or will not take the job.         |
| **Landlord does not approve** | The quote is rejected or no response is recorded.       |
| **Tenant declines all slots** | No mutually available time can be found.                |
| **Access cannot be arranged** | The tenant cannot provide access for any proposed time. |