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In one minute

When a prospect contacts you about a property, Felicity runs them through a screening process to check they meet your letting criteria. This happens conversationally via email or WhatsApp - the prospect answers questions naturally, and Felicity evaluates their responses.

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How screening works

1

Prospect makes contact

A prospective tenant emails or WhatsApps you about a property. Felicity identifies this as a lettings enquiry and confirms the property they are interested in.
2

Qualification questions

Felicity asks a series of questions to assess suitability. These are asked conversationally, not as a form. Typical questions include:
  • When are you looking to move in?
  • How many adults and children will be living in the property?
  • Do you have any pets?
  • What is your employment status?
  • Can you provide references from a previous landlord?
Key answers (move-in date, employment status, adverse credit history) are stored as structured data so they appear consistently in the prospect profile and CRM.
3

Evaluation

Felicity evaluates the answers against the criteria set for the property. Each answer is assessed individually.
4

Outcome

The prospect is either qualified (meets all criteria and moves to viewing scheduling) or flagged (one or more answers need manual review by your team).

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What the prospect sees

From the prospect’s perspective, the screening feels like a natural conversation. Felicity:
  • Confirms the property they are interested in.
  • Asks questions one or two at a time, not all at once.
  • Only asks the prospect to clarify an answer when there is genuine ambiguity — she does not confirm every response.
  • If a prospect does not answer a question, Felicity will ask again once before moving on rather than repeating indefinitely.
  • Responds to follow-up questions about the property using your knowledge base.
  • Keeps the tone friendly and professional.
If the prospect qualifies, Felicity moves straight to proposing viewing times. If not, Felicity lets them know a team member will be in touch.

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Qualification outcomes

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Managing screening criteria

Screening criteria are configured per property or globally. Your team can adjust qualification rules to match your letting requirements. Speak to your LightWork onboarding lead to set up or adjust your screening criteria.

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Reviewing screening results

You can review screening results in two places:
  • Inbox: open the prospect’s conversation to see the full screening dialogue and Felicity’s assessment.
  • CRM > Prospects: open the prospect’s profile to see their screening status and answers in a structured view.