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What you will accomplish

You will create a community channel—a shared space in the customer portal where customers read announcements or join discussions. When you finish, customers who use the portal can open the channel from their community area. Channels are a home base for ongoing updates. They are not the same as a one-time email—use a campaign when you need to push a message out, and use a channel when customers should be able to come back and read posts later.

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When to use community channels

  • Facility-wide announcements (hours, weather closures, policy updates).
  • Event reminders after you create a social event.
  • Member discussion for car clubs or interest groups.
  • A permanent place to paste links customers should bookmark (open house RSVP, storage tips).
Community vs campaignA campaign sends a message out to customers. A community channel is a place customers visit in the portal to read ongoing posts. Use both when you want an email blast plus a permanent home for updates.

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Before you start

  • Decide the channel purpose (announcements only, event updates, or open discussion).
  • Confirm the customer portal community feature is on in Settings > Website & customer app (customer app home sections).
  • Decide whether customers may post, or only staff.
  • Prepare a one-sentence description customers will understand.

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Step 1: Open Community

1

Open Marketing & Events

Go to Marketing & Events.
2

Click Community

Click the Community tab near the top of the page. You can also open Marketing & Events > Community directly.Expected result: You see the Community Channels list.
3

Review existing channels

Each card shows the channel name, description, member count, and message count.You may also see small badges on a channel card:
  • NEW (or a number) — unread messages your team has not opened yet.
  • DEFAULT — new portal customers are added to this channel automatically.
Why this matters: You may already have an Announcements or Event Announcements channel—edit it instead of creating a duplicate.
Community Channels page showing Event Announcements channel with NEW and DEFAULT badges, member count, and Create Channel button
Each card is one channel. Badges show unread messages (NEW) and auto-join channels (DEFAULT). Click a card to open the conversation.

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Step 2: Create a channel

1

Click Create Channel

Click Create Channel in the top-right area.
2

Enter Channel Name

Type a short name customers will understand. Examples: Announcements, Event Updates, Member Discussion.Expected result: The name is friendly enough that a customer knows what belongs in the channel.
3

Add a Description

Explain what belongs in this channel. Example: “Important facility updates and event reminders.”
4

Add an Icon Emoji (optional)

Pick one emoji so the channel is easy to spot in the portal list.
5

Choose Default Channel

Turn on Default Channel if every new customer should join automatically—good for facility-wide announcements.Why this matters: New portal users see default channels without extra setup.
6

Choose Read-only

Turn on Read-only if only staff should post. Leave it off if customers may reply.Why this matters: Announcement channels stay calm when only staff can post. Discussion channels need read-only turned off.
7

Click Create Channel

Click Create Channel to save.Expected result: The new channel appears in the list.
Create Channel dialog showing Channel Name, Description, Icon Emoji, Default Channel, and Read-only settings
Use Read-only for staff-only news. Use Default Channel when all customers should see the channel.

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Step 3: Post and maintain the channel

1

Open the channel

Click the channel card (for example Event Announcements) to open the message thread.Expected result: You see the channel name at the top and a message box at the bottom where staff can post.
2

Post a welcome message

Add a first post that sets expectations.Example: “Welcome to Event Announcements. We post facility updates and open house dates here.”Why this matters: The first post tells customers what to expect and encourages them to check back.
3

Pin important posts (optional)

When a post must stay at the top (holiday hours, weather closure), open the message thread and use Pin on that post if your facility uses pinned messages.Why this matters: New customers who join the channel later still see the most important update first.
4

Watch unread badges

A number badge on a channel means unread messages. Check channels regularly so customer questions are not missed.Why this matters: Customers may ask a question in an open discussion channel. Unread badges help your team respond before the question sits for days.
5

Edit channel settings when plans change

On the Community Channels list, find the channel card (for example Event Announcements). Click the three-dot menu (⋯) on the right edge of the card—do not click the card title, or you will open the message thread instead.
Three-dot menu on a community channel card showing Edit and Delete options
The ⋯ menu is on the right edge of each channel card. Click it to edit or delete without opening the message thread.In the menu, choose Edit.Expected result: A window opens with the same fields you used when creating the channel: name, description, emoji, Default Channel, and Read-only. Change what you need, then save.
Edit Channel dialog showing channel name, description, emoji, Default Channel, and Read-only settings
The edit window looks like Create Channel, but your existing text is already filled in.
6

Remove a channel you no longer use

From the same three-dot menu (⋯), choose Delete only when you are sure customers no longer need that space. The app will ask you to confirm.Why this matters: Deleting removes the channel from the portal. Prefer Read-only if you want to stop new posts but keep old announcements visible.
Community channel card with three-dot menu open showing Edit and Delete options
The three-dot menu is on the right edge of each channel card. Choose Edit to change read-only or default settings.
Finding the three-dot menuThe ⋯ button is on the right edge of each channel card. If you click the card title or description instead, you will open the message thread—not the edit menu.
Community channel thread showing a pinned welcome message from staff and a compose box at the bottom
Open a channel card to read posts and add updates customers will see in their portal.

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What customers see

Customers do not use the staff dashboard. After they sign in to the customer portal, they open Community (wording may vary slightly by facility) and see the channels your team created.
1

Confirm Community is turned on

Open Settings > Website & customer app and make sure the Community section is enabled on the customer app home screen.Why this matters: If Community is hidden in settings, customers will not see your channels even though staff can post here.
2

Test with a customer login

Ask a teammate to open a customer portal login, or use a test customer account. Open Community in the portal and confirm the channel name and welcome post appear.Expected result: Customers see the same channel name and posts your team created on the staff Community tab.
Staff posts, customer readsIn a read-only channel, customers can read staff posts but cannot reply. In an open channel, customers can reply—assign someone to monitor unread badges on the staff Community Channels list.
Expected result: Customers see the channel in their portal community area and can read posts (and reply when the channel is not read-only).

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What success looks like

  • At least one channel exists with a clear name customers understand (for example Event Announcements).
  • A welcome post explains what customers will find in the channel.
  • Staff check unread badges regularly so customer questions do not sit for days.
  • Announcement channels use Read-only; discussion channels allow customer replies when you want conversation.
  • A test customer login shows the same channel and posts in the portal Community area.

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Common mistakes to avoid

  • Do not create five announcement channels—one clear Announcements channel is easier for customers.
  • Do not leave read-only off on a channel meant only for staff news.
  • Do not forget to post after creating a channel—an empty channel confuses customers.
Community Feature Disabled bannerIf you see Community Feature Disabled at the top of the Community tab, community is turned off in settings. Click Website & customer app settings in the banner (or open Settings > Website & customer app) and turn on the Community section for the customer app.

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Troubleshooting

Customers cannot see community channelsOpen Settings > Website & customer app and confirm the community section is enabled on the customer app home screen.
Customers are posting in an announcement channelEdit the channel and turn on Read-only so only staff can post.
New customers are not joining the channelEdit the channel and turn on Default Channel if every new customer should join automatically.
I do not see the Community tabYour account may need marketing access. Ask a facility owner to review your role in Settings > Team.

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What to do next

Promote an event by creating it with Create a social event, then paste the Share link into your channel. For a broader email blast, use Create a campaign.