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In one minute

What the resident desk does
  • Handles resident enquiries that can be answered from your knowledge base (FAQs and reference information).
  • Channels: Email and WhatsApp only.
What the pilot does not do?
  • Phone or SMS.
  • Complex casework without information in the knowledge base.
Goal: prove faster, consistent answers for common questions with minimal change to your team.

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What you need before you start

  • A dedicated resident inbox for inbound emails (new mailbox, not shared with other users).
  • A Twilio account with a WhatsApp‑enabled number (WhatsApp Business).
  • Knowledge base content ready to upload (FAQs, policies, how‑tos).
  • A copy of your template lease agreement (PDF or DOCX).
  • Names and emails for the team you will invite (at least one operational owner and one backup).

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Create the resident email inbox

  1. Create a new mailbox used only for resident inbound contact. Examples: residents@yourdomain.co.uk or support@yourbrand.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 for the new mailbox.
  5. Send a test email to confirm messages appear in the LightWork platform.
Notes
  • Keep this mailbox exclusive to resident queries. Do not mix internal or supplier email.
  • If you need an alias, create the alias, but still connect the underlying dedicated mailbox.

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Set up WhatsApp via Twilio (use your existing business landline)

Use your current public business landline. Do not buy a new number.

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A) Prepare your landline for verification

  1. Ensure the landline can receive inbound voice calls. The verification code will arrive by an automated voice call.
  2. If you have an IVR/auto‑attendant, set a temporary direct route so the call reaches a human without menus. Optionally forward the line to a mobile for the 15‑minute window.
  3. Have a staff member ready to answer and note the 6‑digit code.
  4. If the number is already on WhatsApp Business App:
    • Open the app → Settings → Account → Delete account to free the number.
    • Remove the number from any devices. Close the app.
  5. If the number is with another WhatsApp provider (BSP):
    • Ask your current provider for a Migration Token for this number.
    • Keep the token ready for the Twilio migration step.

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B) Connect in Twilio

  1. Sign in to Twilio. Go to Messaging → WhatsApp Senders.
  2. Choose Use existing number and follow the wizard.
  3. If coming from another BSP, enter the Migration Token when asked.
  4. Complete the business profile (display name, description, email, website).
  5. When prompted for verification, select Voice call (not SMS). Answer the call and enter the 6‑digit code in Twilio.

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C) Point Twilio to LightWork

  1. In LightWork, go to Settings → Channels → WhatsApp → Connect via Twilio.
  2. Enter your Account SID and Auth Token.
  3. LightWork shows an Inbound Webhook URL. Copy it.
  4. In Twilio, set the Incoming Messages Webhook for WhatsApp to the LightWork URL you copied.
  5. Send a WhatsApp test message from a personal phone to confirm it appears in LightWork.
Notes
  • Keep using the same public landline for residents. Only the verification step needs the temporary call routing.
  • Message templates for outbound initiations need approval in Twilio. For the pilot, inbound replies are sufficient.
  • Some organisations may be asked to complete Meta Business verification. If prompted, follow the on‑screen steps or speak to your LightWork onboarding lead.

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Build your knowledge base

Focus on the highest‑volume questions first. Short, clear answers beat long policy text. Add links where self‑service is possible. Recommended articles to start
  • Rent payments: when, how, bank details, reference format. (e.g, What is the format for rental payments (reference)?)
  • Arrears: who to contact and what happens next.
  • 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, cleaning standards, deposit return timelines.
  • Pets, parking, bins and recycling, noise complaints.
  • Contact hours and service levels.
Upload process
  1. Go to Knowledge Base → Add Information→ New.
  2. Select a subject (for example: Rent Collection, Parking & Vehicle Management, Pet Policies).
  3. Add the information you would like and follow the guidance, including any links or forms.
  4. Save and publish. Repeat for the top 20–30 questions.
Quality checklist
  • Use the exact phrases residents use as keywords.
  • Include location‑specific differences where they matter.
  • Write clear, concrete sentences.
  • Create separate entries for different topics and avoid contradictions.
  • Prefer specific entries (property or unit level) over broad entries (portfolio or office level) when both exist.

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Provide your template lease

Send a copy of your current template lease to onboarding@lightwork.co. We will add it to your knowledge base.

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Invite your team

  1. Go to Settings → Team → Invite.
  2. Invite at least:
    • Operational owner: handles escalations and hand-offs.
    • Backup reviewer: covers absence.

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Inform residents (announce the new contact details)

Tell residents where to contact you from now on. Use all three routes for best uptake.

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A) 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] • 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]

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B) Update public touchpoints

  • Website: update the Contact page with the resident’s email and WhatsApp number.
  • Email signatures: add “Residents: email [residents@…] or WhatsApp [+44…]”.
  • Auto‑reply on old inboxes: point people to the new addresses.
Auto‑reply template: Thanks for your message. For the fastest response, please use [residents@yourdomain.co.uk] or WhatsApp [+44 XX XXXX XXXX]. This mailbox is being phased out.

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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 the system asks for more information.
  4. Announce to a small resident cohort using the Section 8 templates.
  5. Monitor the first 72 hours. Approve or edit any escalations.

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Success checklist

  • Email and WhatsApp are connected and tested.
  • Knowledge base published with at least 20 core articles.
  • Template lease sent and added to the knowledge base.
  • Team invited with correct permissions.
  • First cohort live and receiving consistent answers.

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Support

  • To report an issue, email support@lightwork.co with the subject “Pilot Onboarding”.
  • For security or data queries, contact your LightWork onboarding lead.
Once the pilot is stable, we can extend coverage and automation scope at your pace.