How to Build a Thriving Community in Your App

IN THIS ARTICLE

Key Benefits

How to Set it Up

Creating Channels

Community Moderation

Tagging & Mentions

Send & Receive Voice Notes

Advanced Features

Frequently Asked Questions (FAQs)

Key Benefits

• Better client connections - Learn about your clients' needs and provide targeted support

• Centralized discussions - Answer common questions once instead of repeatedly

• Additional revenue - Sell community access as a standalone product or premium feature

• Upsell opportunities - Use your community to introduce higher-tier offerings

How to Set it Up

• Enable Community:
  • Go to My App > Navigation
  • Switch on Community

• Create a community:
  • Go to your Passion App
  • Tap Community

• Customize it:
  
  • Name your community
  • Upload an icon or photo
  • Select which pricing plans include access
    • The Community will appear automatically for subscribers on eligible plans.
  • Advanced Settings: choose whether you would like users to message you directly or message each other. 
  • Click "Create community"

Creating Channels

• Create a channel:

  • Go to your Community tab
  • Click "Create channel"
  • Customize it
    • Channel Name
    • Short description (summary)
    • Icon or photo
    • Make it an announcement channel - Learn more.

• • Click Create Channel

• Manage your channels:

  • Edit/delete: Tap the ellipsis (•••) menu
  • Reorder: Add numbers to set display order

 

Community Moderation

Setting the Tone

New members must agree to Terms & Conditions before entering the community.

Content Management

• Reporting: Members can flag inappropriate content. You can either approve or remove the comment.
• Auto-moderation: Content reported 3+ times is automatically hidden (you'll still be able to see it)
• Blocking: You or members can block participants
  • Once a member is blocked, you will see the "Message from a member you blocked" text. To reveal the content, simply tap/click the blocked content to reveal the message and the member's info. 
  • Blocked members will appear under the tab titled "Blocked" and you can unblock the member from here if you want to.
  • Once a member is blocked by you, all their comments will be hidden, and you will just see a “Message from a member you blocked” text instead.
• Visibility control: Blocked content is hidden but can be revealed if needed

Tagging & Mentions

Easily bring others into conversations:

• Type "@" or click the @ icon
• Select members from the list
• Tag everyone with "@channel"

When someone is tagged/mentioned, they will receive a notification if they have turned on the notification for this action.

Users will get notifications like this:

• A dot by the channels tab at the top.
• A dot by the Community tab at the bottom.
• The community and channel rows will have a notification number on the right side.

Send & Receive Voice Notes

Create more personal connections with voice notes:

1. Tap and hold the microphone button
2. Release to prepare the message
3. Preview before sending
4. Delete by holding and selecting Remove Message

Limits: Maximum 5 minutes per message

Advanced Features

Control how members interact:

• Choose whether members can message you directly
• Decide if members can communicate with each other
• Toggle these options when creating or editing communities

 

If you toggle it OFF after the initial conversation, the message history will still be displayed but your client will no longer be able to see the input area and will instead see Message disabled text.

 

When the Members can send each other direct messages is toggled ON:

The Messages tab (if empty) will show a Create message button

• The Members Tab becomes enabled and your clients can send a direct message to anyone within the community by tapping on their name

When this functionality is disabled, the message history will still appear but the text input area will no longer be available.

Frequently Asked Questions (FAQs)

Why is the Community not available for some of my users?

The Community will only become visible to clients who have an active membership to the plan that has the community Feature enabled.  

Verify the user has an active membership to a plan with Community enabled

Why can't I post in my community? 

Make sure that you're logged into your app using your Passion.io email address.

Can I message my clients privately?

Yes! You can use the Messages to give personalized, 1-on-1 support to your clients on a whole new level. You can also automate these messages using Zapier.

Can my members see each other? 

The Member section is only available for you and not available for your clients. Your clients can only interact with each other on the threads.

What happens to Blocked members?

All blocked members will be listed in a new tab (next to Channels / Messages) called Blocked.

How do I unblock a member?

You can go to the Blocked tab and press the Unblock button next to a blocked member.

Can I use GIFs?

For now, you can only upload images or videos.

My Community feature is missing. What do I do?

You must have deleted all the communities. This deactivates the Community feature. If you have accidentally deleted all communities, please contact us from here so we can request our Tech Team to activate the feature.

Note that previous conversations cannot be recovered.

My Messages tab display seems to be cut off when viewed on mobile devices, particularly with the customer name, Anonymous Member, what do I do?

You may want to check your device's display settings as this can affect the contents you are viewing. Here are some external resources that can help:

• • Change text and display settings - Android Accessibility 
  • Adjust the display and text size on iPhone