How to Set Up Automated Welcome Packets in Pilera

In Pilera, automated welcome packets are set up by creating a reusable welcome message (email and or portal message), attaching the right documents, saving it as a template, then using an automation rule (or a repeatable onboarding workflow) that triggers when a new homeowner account is created or when a unit ownership move-in date starts. If everything is already set up, the main job is to test with a dummy homeowner, confirm document access permissions, and verify the trigger timing.

 

Before starting (quick requirements)

 

• Admin permissions in Pilera (ability to manage templates, communications, and settings).
• Homeowner portal enabled (so documents and links work).
• Core documents ready as PDF: rules, move-in checklist, payment instructions, portal guide, maintenance request steps.
• A trigger event you can rely on: new resident created, new ownership assigned, or move-in date.

 

Set up the welcome packet (template + documents)

 

• Go to Communications or Messages and find Templates (wording varies by Pilera setup).
• Create a Welcome Packet template with:
  • Subject: Welcome to [Community Name] + next steps
  • Body: portal login steps, how to pay dues, how to submit requests, key rules, who to contact
  • Links to portal pages (documents, payments, requests) instead of long instructions
• Upload documents in Documents (or Files) and place them in a folder like New Homeowner Packet.
• Set document visibility to Homeowners (not board-only). If a file is board-only, new owners will see an error.
• In the template, attach files if Pilera supports attachments. If not, include portal document links.

 

Turn it into an automation (send automatically)

 

• Go to Settings then Automations, Rules, or Workflows (depends on your Pilera configuration).
• Create a rule:
  • Trigger: new homeowner account created, ownership assigned, or move-in date reached
  • Condition: community equals [your HOA] and status is active
  • Action: send message using Welcome Packet template to homeowner email (and optionally portal inbox)
  • Delay: 10 to 30 minutes after creation helps avoid sending before email is saved
• Save and enable the automation.

 

Common setup mistakes (and how to avoid them)

 

• Wrong trigger: using “resident created” when your team creates residents early. Use move-in date if timing matters.
• Missing email: automation fires but no email exists. Make email a required field in your onboarding checklist.
• Documents not accessible: files set to board or staff only. Confirm homeowner visibility.
• Duplicate sends: ownership edited later triggers again. Add a condition like only if welcome_sent is false if Pilera supports flags, or use a manual checkbox process.

 

Test and validate (even if everything is already set up)

 

• Create a test homeowner with your own email and assign to a test unit.
• Confirm the message arrives and links open without extra permissions.
• Check the communication log to confirm it shows as sent and to which address.
• Update one document and confirm the packet still points to the latest version (portal links usually do, attachments may not).

 

Troubleshooting if it does not send

 

• No message sent: check automation is enabled and trigger conditions match the homeowner record.
• Sent but not received: verify email address, check spam, confirm your sender domain settings if Pilera uses branded email.
• Links fail: document permissions or portal not enabled for that homeowner.

 

When to contact Pilera support

 

• No automation rules available in your account tier or configuration.
• Email deliverability issues (messages show sent but never arrive).
• Need a custom trigger like “first payment posted” or “account verified” that is not exposed in settings.