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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 inbox is your central view of all conversations across email and WhatsApp. You can see what Felicity is handling, what needs your attention, and the full history of every interaction.

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Inbox layout

The inbox shows all conversations in a list on the left and the selected conversation thread on the right. Each conversation in the list displays:
  • Resident name and property address.
  • Channel icon - email or WhatsApp.
  • Module - which module is handling the conversation (Resident Desk, Prospects, or Maintenance).
  • Status indicator - whether the conversation is active, waiting, escalated, or resolved.
  • Last message preview and timestamp.

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Filtering conversations

Use the filters at the top of the inbox to narrow down what you see:
  • Module - show only Resident Desk, Prospects, or Maintenance conversations.
  • Status - filter by active, escalated, waiting, or resolved.
  • AI handled / Needs attention - filter to see conversations Felicity is managing versus those awaiting your input.
  • Channel - show only email or only WhatsApp conversations.
  • Team member - show conversations assigned to a specific person.
  • Property - filter by a specific property or property group.
Filters can be combined. Your filter selection persists across sessions.

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Reading a conversation

Click any conversation to open the full thread. You will see:
  • Complete message history - every message between the resident and Felicity (or your team), in chronological order.
  • Channel indicators - each message shows whether it was sent via email or WhatsApp.
  • Felicity’s actions - what Felicity did at each step (e.g. “Searched knowledge base”, “Sent follow-up”, “Escalated to team”).
  • Detail panel - the refreshed side panel shows assigned team member, internal notes, media attachments, and a mark as complete action alongside the resident’s contact and property details.
The chat header includes a Take over / Enable AI toggle, letting you hand off a conversation between yourself and Felicity without leaving the thread.

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Replying to conversations

You can reply to any conversation directly from the inbox:
  1. Open the conversation.
  2. Type your reply in the message box at the bottom.
  3. Select the channel you want to reply on (email or WhatsApp) using the channel selector.
  4. Send the message.
When you reply, Felicity will pause her automated handling of that conversation. She will resume if the conversation goes quiet and there are outstanding follow-ups to make.
Replying manually does not disable Felicity permanently. She will continue to assist on the conversation unless you explicitly close it or the resident’s query is resolved.

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Conversation statuses

StatusWhat it means
ActiveFelicity is handling the conversation and has responded or is preparing a response.
WaitingFelicity has responded and is waiting for the resident to reply.
EscalatedThe conversation needs human attention. See Escalations.
ResolvedThe conversation is complete. The resident’s query has been answered or the issue closed.

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Bulk actions

You can select multiple conversations to perform bulk actions:
  • Mark as resolved - close multiple completed conversations at once.
  • Assign to team member - route conversations to a specific person on your team.

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Tips for effective inbox management

  • Check escalations first - these are the conversations that need your judgement. Filter by “Escalated” status to see them quickly.
  • Review Felicity’s answers - periodically read through resolved conversations to check answer quality. If you spot gaps, add or update knowledge base articles.
  • Use filters - if you manage multiple properties, filter by property to focus on one portfolio at a time.