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

The knowledge base is the source of truth Felicity uses to answer resident questions. The better your knowledge base, the more Felicity can handle without escalating to your team. You can add articles individually, upload in bulk, and organise content by module and scope.

​
Adding articles

1

Go to Knowledge Base

Navigate to Knowledge Base in the sidebar, then click Add Information > New.
2

Select a module category

Choose which module the article applies to:
  • Resident - general tenant enquiries (rent, policies, contact info).
  • Prospects - lettings-specific information (viewing process, application requirements).
  • Maintenance - repair and maintenance guidance (how to report, what to expect).
  • Compliance - regulatory and certificate information.
3

Write the article

Add a clear subject line and the information. Use the exact phrases residents use as keywords. Include any relevant links or forms.
4

Set the scope

Choose how broadly the article applies (see Scope hierarchy below).
5

Save and publish

Save the article. It is immediately available to Felicity.

​
Bulk upload

If you have many articles to add at once:
  1. Go to Knowledge Base and click Bulk Upload.
  2. Upload a spreadsheet or document containing your FAQs and information.
  3. Review the imported articles and make any corrections.
  4. Publish all at once.
This is useful during onboarding when you are loading your initial set of 20-30 core articles.

​
Scope hierarchy

Articles can be scoped to different levels of your portfolio. When a resident asks a question, Felicity looks for the most specific answer available:
ScopeWhat it meansExample
GlobalApplies to all properties and units across your organisation.”Our office hours are 9am-5pm Monday to Friday.”
PropertyApplies to a specific property. Overrides global articles on the same topic.”Bin collection at 42 High Street is on Thursdays.”
UnitApplies to a specific unit within a property. Overrides property and global articles.”The boiler in Flat 3 is a Worcester Greenstar - see manual here.”
If both a global and a property-level article match a question, Felicity uses the property-level article. Always create the most specific article possible for location-dependent information.

​
AI suggestions

Felicity tracks questions she cannot answer confidently. These appear in the AI Suggestions queue in your knowledge base. Each suggestion shows:
  • The question the resident asked.
  • How many times the question (or a similar one) has been asked.
  • A suggested article that Felicity has drafted based on the question.
You can:
  • Approve the suggested article (with edits if needed) to add it to your knowledge base.
  • Dismiss the suggestion if it is not relevant or already covered.
Regularly reviewing AI suggestions is one of the most effective ways to improve Felicity’s coverage and reduce escalations.

​
Editing and deleting articles

  • Click any article in the list to edit its content, scope, or category.
  • Use the options menu on an article to delete it.
  • Changes take effect immediately - Felicity will use the updated content for new conversations.

​
Writing effective articles

Do:
  • Use the exact phrases residents use. If residents say “my boiler is broken”, use “boiler broken” as a keyword rather than “heating system malfunction”.
  • Write clear, concrete sentences. Avoid jargon.
  • Include links to forms, portals, or external resources where relevant.
  • Create separate articles for different topics. One article per question or topic.
  • Include location-specific differences where they matter.
Avoid:
  • Long policy documents copied verbatim. Extract the key points residents need.
  • Contradictory information across articles. If two articles give different answers, Felicity may struggle.
  • Vague answers. “Contact the office” is less helpful than “Call 020 XXXX XXXX between 9am-5pm Mon-Fri”.

​
Recommended starter articles

If you are setting up your knowledge base for the first time, prioritise these topics:
  • Rent: payment dates, bank details, reference format, what to do if you cannot pay.
  • Repairs: how to report, what evidence to include, emergency vs non-emergency.
  • Access: keys, fobs, lockouts, replacement process, fees.
  • Moving in: utilities, meter readings, inventory, council tax.
  • Moving out: notice period, cleaning standards, deposit return timelines.
  • Pets, parking, bins: common lifestyle questions.
  • Contact hours: when your team is available and how to reach them.
Aim for at least 20-30 articles before going live. See the Onboarding guide for more detail.

​
Filtering by module

Use the tabs at the top of the knowledge base page to filter articles by module category:
  • All - every article across all modules.
  • Prospects - lettings-specific content.
  • Resident - general tenant enquiry content.
  • Maintenance - repair and maintenance content.
  • Compliance - regulatory and certificate content.
This helps you quickly find and manage articles relevant to a specific module.