Skip to main content

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.

​
In one minute

LightWork communicates with residents, prospects, and contractors through email and WhatsApp. Both channels need to be connected before Felicity can send or receive messages. This page covers setup, configuration, and how channels behave in practice.

​
Email setup

​
Creating a dedicated inbox

Create a new mailbox used only for resident inbound contact. Examples:
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.

​
Connecting email to LightWork

  1. Go to Settings > Channels > Connect Email.
  2. Choose your provider (Gmail or Outlook).
  3. Sign in with the dedicated mailbox credentials and authorise access.
  4. Send a test email to the connected address to confirm messages appear in LightWork.

​
Auto-forwarding from existing addresses

If residents already email an existing address, set up auto-forwarding:
  1. In your email provider, configure the existing address to forward all incoming mail to the new dedicated mailbox.
  2. This way, messages arrive in LightWork without residents needing to change their habits immediately.

​
WhatsApp setup

​
Overview

LightWork connects to WhatsApp through Twilio. You use your existing public business landline number - do not buy a new one. Residents will message your familiar number on WhatsApp and reach Felicity.

​
Preparing your landline for verification

1

Ensure the line can receive calls

The verification code arrives by automated voice call. Make sure the landline can receive inbound calls.
2

Remove IVR barriers

If you have an IVR or auto-attendant, set a temporary direct route so the verification call reaches a person without menus. Optionally forward the line to a mobile for the 15-minute verification window.
3

Free the number from existing WhatsApp

If the number is already on WhatsApp Business App: open the app, go to Settings > Account > Delete account, and remove the number from all devices.If the number is with another WhatsApp provider (BSP): ask your current provider for a Migration Token and keep it ready.

​
Connecting in Twilio

  1. Sign in to Twilio and go to Messaging > WhatsApp Senders.
  2. Choose Use existing number and follow the wizard.
  3. If migrating from another BSP, enter the Migration Token when prompted.
  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.

​
Pointing Twilio to LightWork

  1. In LightWork, go to Settings > Channels > WhatsApp > Connect via Twilio.
  2. Enter your Account SID and Auth Token.
  3. LightWork displays an Inbound Webhook URL. Copy it.
  4. In Twilio, set the Incoming Messages Webhook for WhatsApp to the URL you copied.
  5. Send a WhatsApp test message from a personal phone to confirm it appears in LightWork.
Message templates for outbound initiations need approval in Twilio. For initial setup, inbound replies are sufficient. LightWork will guide you through template approval when you need outbound messaging.

​
Meta Business verification

Some organisations may be asked to complete Meta Business verification during WhatsApp setup. If prompted, follow the on-screen steps or speak to your LightWork onboarding lead.

​
How channels work in practice

​
Channel lock-in

When a resident starts a conversation on one channel, Felicity continues the conversation on that same channel. This prevents confusion from messages arriving on both email and WhatsApp simultaneously. If a resident contacts you on both channels about different topics, LightWork creates separate conversations for each.

​
Outbound messaging

Felicity can initiate outbound messages to residents when:
  • Following up on an open conversation.
  • Sending scheduled reminders (e.g. viewing confirmations, maintenance appointments).
  • Chasing for information needed to progress a case.
Outbound messages go on the channel the resident last used, unless you specify otherwise.

​
Chase cadence

When Felicity is waiting for a response, she follows a consistent follow-up schedule:
  • She waits a set number of days before sending a reminder.
  • If no response after the reminder, she waits again before a second follow-up.
  • After a defined number of attempts, she escalates to your team or closes the conversation depending on the context.
For more on how Felicity manages conversations, see How Felicity works.

​
From address selection

When sending emails, you can choose which connected email address to send from using the From dropdown in the inbox. This is useful if you manage multiple properties with different email addresses.

​
Managing connected channels

To view or disconnect channels:
  1. Go to Settings > Channels.
  2. You will see all connected email addresses and WhatsApp numbers.
  3. Use the options menu to disconnect a channel if needed.
Disconnecting a channel stops all message sending and receiving on that channel immediately. Make sure you have an alternative in place before disconnecting.