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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

Resident Desk is LightWork’s frontline module for handling resident enquiries. Felicity reads incoming emails and WhatsApp messages, understands what the resident needs, finds the answer in your knowledge base, and responds - all without your team needing to intervene. When something needs human judgement, she escalates with full context.

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How it works

Every inbound message follows a five-step flow:
1

Capture

Inbound emails and WhatsApp messages arrive in LightWork. Felicity identifies the resident and links the message to their property and tenancy.
2

Understand

Felicity reads the message and classifies the intent. Is it a question about rent? A repair request? A general enquiry? She determines what the resident needs.
3

Respond

If the answer is in your knowledge base, Felicity responds directly with a clear, accurate answer. She includes links and guidance where appropriate.
4

Chase

If the resident does not reply or further action is needed, Felicity follows up automatically. She uses a consistent chase cadence to keep things moving without pestering.
5

Escalate

If Felicity cannot answer confidently, the situation is sensitive, or the resident asks to speak to a person, the conversation is escalated to your team with a summary and suggested next steps.

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What Felicity can handle

Felicity is effective at handling enquiries that can be answered from your knowledge base:
  • General questions - rent payment details, parking rules, pet policies, bin collection, contact hours.
  • Process guidance - how to report a repair, how to give notice, how to request a reference.
  • Document requests - directing residents to the right forms or portals.
  • Information collection - gathering details from residents when follow-up is needed.

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What Felicity escalates

Some situations always go to your team:
  • No knowledge base match - if Felicity cannot find a confident answer, she does not guess.
  • Sensitive topics - complaints, legal matters, safeguarding concerns, or anything flagged as sensitive.
  • Resident requests a human - if the resident asks to speak to someone, Felicity hands over immediately.
  • Complex casework - multi-step issues that require judgement or approval beyond standard processes.
See the Escalations guide for details on how escalations work and what to do when you receive one.

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Channels

Resident Desk works across email and WhatsApp. Residents can contact you on either channel, and Felicity maintains context across the conversation regardless of how it started. For channel setup, see Channels.

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Key concepts

Knowledge base dependence: Felicity’s answer quality is directly tied to your knowledge base quality. The more comprehensive and accurate your articles, the more Felicity can handle without escalation. See Knowledge Base. Chase cadence: When Felicity is waiting for a response (from a resident or a third party), she follows a consistent follow-up schedule. This keeps conversations moving without overwhelming anyone. See How Felicity works for details. Conversation ownership: Once Felicity is handling a conversation, she maintains it until resolution or escalation. Your team can step in at any point by replying directly in the inbox.

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Getting started

If you have not set up LightWork yet, start with the Onboarding guide. If you are already live, explore the Inbox guide to learn how to monitor and manage conversations.