> ## 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.

# FAQ

> Common questions about using LightWork.

## General

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="What channels does LightWork support?">
    LightWork currently supports **email** and **WhatsApp**. Messages on both channels are handled in a single inbox. See [Channels](/platform/channels) for setup instructions.
  </Accordion>

  <Accordion title="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](/platform/integrations) for details and how to request support for your PMS.
  </Accordion>
</AccordionGroup>

***

## Felicity and the AI

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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 The most common causes are outdated articles, contradictory information across articles, or missing coverage for a topic.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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/platform/knowledge-base#ai-suggestions) queue. Approving these suggestions directly improves her coverage.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

***

## Resident Desk

<AccordionGroup>
  <Accordion title="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](/platform/knowledge-base).
  </Accordion>

  <Accordion title="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](/resident-desk/escalations) for the full list.
  </Accordion>
</AccordionGroup>

***

## Prospects

<AccordionGroup>
  <Accordion title="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](/prospects/screening).
  </Accordion>

  <Accordion title="Can I add prospects manually?">
    Yes. Go to **CRM > Prospects > Add Prospect** to create a prospect record manually. See [CRM](/platform/crm).
  </Accordion>
</AccordionGroup>

***

## Maintenance

<AccordionGroup>
  <Accordion title="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](/maintenance/issues).
  </Accordion>

  <Accordion title="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](/maintenance/overview#emergency-handling).
  </Accordion>

  <Accordion title="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).
  </Accordion>
</AccordionGroup>

***

## Account and settings

<AccordionGroup>
  <Accordion title="How do I invite a team member?">
    Go to **Settings > Team > Invite**, enter their details, and configure their permissions. See [Team and permissions](/platform/team-permissions).
  </Accordion>

  <Accordion title="How do I connect a new email address?">
    Go to **Settings > Channels > Connect Email** and follow the provider-specific instructions. See [Channels](/platform/channels).
  </Accordion>

  <Accordion title="How do I change my password?">
    Go to **Settings > Personal > Security** and follow the password change flow.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>