Documentation Index
Fetch the complete documentation index at: https://docs.lightwork.co/llms.txt
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General
What is LightWork?
What is LightWork?
LightWork is an AI-powered property management platform. Our AI agent, Felicity, handles resident communications, prospective tenant screening, and maintenance coordination across email and WhatsApp, so your team can focus on work that needs human judgement.
Who is Felicity?
Who is Felicity?
Felicity is your AI operational assistant. She reads incoming messages, understands what the sender needs, finds the right answer in your knowledge base, and responds. When something needs human attention, she escalates with full context and suggested next steps.
What channels does LightWork support?
What channels does LightWork support?
LightWork currently supports email and WhatsApp. Messages on both channels are handled in a single inbox. See Channels for setup instructions.
Can I use LightWork with my existing property management system?
Can I use LightWork with my existing property management system?
Yes. LightWork integrates with MRI Software and Alto (both live), with Reapit planned. See Integrations for details and how to request support for your PMS.
Felicity and the AI
How accurate is Felicity?
How accurate is Felicity?
Felicity’s accuracy depends directly on your knowledge base. When a question is well covered by your articles, she answers reliably. When she is not confident in an answer, she escalates to your team rather than guessing. Regularly reviewing and updating your knowledge base is the best way to improve her performance.
What happens if Felicity gets something wrong?
What happens if Felicity gets something wrong?
If Felicity gives an incorrect answer, review the relevant knowledge base article. The most common causes are outdated articles, contradictory information across articles, or missing coverage for a topic. Update the article and Felicity will use the corrected information for future conversations.
Can I override Felicity and reply manually?
Can I override Felicity and reply manually?
Yes. You can reply to any conversation directly from the inbox. When you reply manually, Felicity pauses her automated handling of that conversation. She will resume if the conversation goes quiet and there are outstanding follow-ups to make.
Does Felicity learn over time?
Does Felicity learn over time?
Felicity improves as you improve your knowledge base. She also tracks questions she cannot answer and proposes new articles in the AI Suggestions queue. Approving these suggestions directly improves her coverage.
Can Felicity handle multiple languages?
Can Felicity handle multiple languages?
Felicity communicates in English. If a resident messages in another language, she will attempt to understand and respond, but accuracy may be reduced. If multilingual support is important to your operation, contact your onboarding lead to discuss options.
Resident Desk
What types of questions can Felicity answer?
What types of questions can Felicity answer?
Felicity can answer any question covered by your knowledge base: rent payments, repairs guidance, parking rules, pet policies, moving in/out procedures, contact hours, and more. The more comprehensive your knowledge base, the more she can handle. See Knowledge Base.
When does Felicity escalate to my team?
When does Felicity escalate to my team?
Felicity escalates when she cannot find a confident answer, when the topic is sensitive (complaints, legal, safeguarding), when the resident requests a human, or when frustration is detected. See Escalations for the full list.
Prospects
How does screening work?
How does screening work?
When a prospective tenant contacts you about a property, Felicity asks qualification questions conversationally (move-in date, occupants, pets, employment). Prospects who meet your criteria move to viewing scheduling. Those who do not are flagged for manual review. See Screening.
Can I add prospects manually?
Can I add prospects manually?
Yes. Go to CRM > Prospects > Add Prospect to create a prospect record manually. See CRM.
Maintenance
How does a tenant report a maintenance issue?
How does a tenant report a maintenance issue?
The tenant simply messages you via email or WhatsApp describing the problem. Felicity handles the rest: asking follow-up questions, collecting photos, determining urgency, and creating a work order. See Reporting Issues.
How are emergencies handled?
How are emergencies handled?
Felicity provides immediate safety guidance, directs the tenant to emergency services if applicable, and escalates to your team with an emergency flag. See Maintenance Overview.
Who selects the contractor?
Who selects the contractor?
Your team selects the contractor from your saved contacts in the CRM. Felicity then handles the communication with the contractor (requesting availability, quotes, and scheduling).
Account and settings
How do I invite a team member?
How do I invite a team member?
Go to Settings > Team > Invite, enter their details, and configure their permissions. See Team and permissions.
How do I connect a new email address?
How do I connect a new email address?
Go to Settings > Channels > Connect Email and follow the provider-specific instructions. See Channels.
How do I change my password?
How do I change my password?
Go to Settings > Personal > Security and follow the password change flow.
Can I have multiple email addresses connected?
Can I have multiple email addresses connected?
Yes. You can connect multiple email addresses and choose which one to send from using the From dropdown in the inbox. This is useful when managing multiple properties with different email addresses.