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 supports multiple team members with role-based access and configurable permissions. You can control who sees what, route tasks to the right people, and ensure escalations reach the appropriate team member.

​
Roles

LightWork has two primary roles:
RoleWhat they can do
AdminFull access to all features. Can invite and manage team members, configure settings, manage integrations, and access all properties and modules.
MemberAccess to features based on their permissions. Can handle conversations, view properties, and work within their assigned scope.

​
Feature-based permissions

Beyond the basic role, you can set a specific access level for each module and toggle property-level access. This lets you tailor what each person sees and can do across the platform.

​
Module access levels

Each module (Resident Desk, Prospects, Maintenance, and Compliance) can be set independently to one of three levels:
LevelWhat it allows
ManagerFull access to the module, including configuration, bulk actions, and all conversations.
UserCan handle conversations and take standard actions within the module.
No accessThe module is hidden for this team member.

​
Other permissions

  • Properties - which properties and property groups the team member can see.
  • Actions - what actions the team member can perform (e.g. assign contractors, approve quotes, close cases).
To configure permissions:
  1. Go to Settings > Team.
  2. Click on a team member’s name.
  3. Toggle the permissions that apply to their role.
  4. Save.

​
Inviting team members

  1. Go to Settings > Team > Invite.
  2. Enter the person’s name and email address.
  3. Select their role (Admin or Member).
  4. Configure their feature permissions.
  5. Send the invitation.
The new team member will receive an email with instructions to set up their account.
We recommend having at least two team members with access: an operational owner who handles day-to-day escalations, and a backup who covers during absence.

​
Task routing

Task routing controls which team member receives escalations and notifications for different types of work. You can configure routing rules based on:
  • Property - escalations for specific properties go to specific team members.
  • Module - Resident Desk escalations go to one person, Maintenance to another.
  • Combination - e.g. maintenance issues at Property A go to Team Member X.
To set up task routing:
  1. Go to Teams > Task Routing.
  2. Create routing rules by selecting the criteria and the assigned team member.
  3. Save.
Conversations that do not match any routing rule go to all team members with access to the relevant module.

​
Managing your team

From the Settings > Team page, you can:
  • View all team members and their roles.
  • Edit permissions for existing members.
  • Remove team members who no longer need access.
  • Resend invitation emails if someone has not yet set up their account.