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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.

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In one minute

The CRM gives you a unified view of all contacts across your portfolio. It is organised into four tabs: Tenants, Landlords, Contractors, and Prospects. Felicity uses CRM data to identify people in conversations and route communication to the right parties.

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Tenants

The Tenants tab shows all current residents linked to your properties. Each tenant profile includes:
  • Contact details - name, email, phone number.
  • Property and unit - where they live.
  • Conversation history - all interactions with Felicity and your team.
  • Open cases - any active maintenance issues or enquiries.
Tenants are typically added when you set up a property and assign residents to units. They can also be synced from your PMS if you have an integration set up.

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Landlords

The Landlords tab shows property owners linked to your portfolio. Each landlord profile includes:
  • Contact details - name, email, phone number.
  • Linked properties - which properties they own.
  • Communication history - interactions related to their properties.
Landlord information is used during the maintenance workflow (for quote approval) and for compliance and property management communications.

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Contractors

The Contractors tab manages tradespeople available for maintenance work. Each contractor profile includes:
  • Contact details - name, email, phone number.
  • Skills and specialisms - what types of work they handle.
  • Job history - previous work orders and outcomes.
When your team selects a contractor for a maintenance work order, they choose from this list. Make sure your contractors are added with accurate contact details so Felicity can reach them.

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Adding contractors

  1. Go to CRM > Contractors.
  2. Click Add Contractor.
  3. Enter their contact details and skills.
  4. Save.

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Prospects

The Prospects tab shows prospective tenants who have enquired about properties. Each prospect profile includes:
  • Contact details - name, email, phone number.
  • Property of interest - which property they enquired about.
  • Screening status - whether they have been screened and the outcome.
  • Viewing history - scheduled and completed viewings.
  • Conversation history - full thread with Felicity.
  • Internal notes - staff-only notes for recording context that should not be shared with the prospect.
Prospects are created automatically when someone contacts you about a lettings enquiry. You can also add them manually.

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Adding prospects manually

  1. Go to CRM > Prospects.
  2. Click Add Prospect.
  3. Fill in their details and the property they are interested in.
  4. Save. Felicity will begin the screening process if configured.

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Internal notes on a prospect

Use the Internal Notes section in the right-hand sidebar of the prospect detail page to record staff-only context — for example, screening observations, follow-up reminders, or notes on application progress.
  • Notes are visible to your team only and are never sent to the prospect.
  • Each note is limited to 300 characters. Add multiple notes for longer history.
  • Any team member with prospect access can add, edit, or delete notes.

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Searching and filtering

Use the search bar at the top of the CRM to find contacts by name, email, phone, or property. You can also filter by property group or status within each tab.

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Bulk operations

For larger operations (e.g. updating contact details for all tenants in a property), contact your LightWork onboarding lead for assistance.