FAQ
Need an answer to a specific question? The FAQ section has you covered.
If the listing is found in Reputation Management but the reviews are not showing then Facebook needs to be connected in Reputation Management.
Our infrastructure is only able to collect reviews written in English. Reviews left in other languages are not currently supported in our platform.
Listing Sync listings are submitted with the listing data you provide, however, the listing site may re-format this to match their address standards.
As this is the case accuracy may largely depend on the quality of your data.
When creating a social post in Social Marketing, a link to an interesting article, a page on their website, or other interesting web content can be attached to a post on any network using the link-shortening tool 
or by copying and pasting the link directly into the Content section.
Posts for Facebook, LinkedIn, and Twitter will include an optional link preview on posts with a URL attached. The link preview will contain one of the primary images from the page being linked, as well as the title of the page and its domain name.
On link previews for LinkedIn posts, users are able to select the preview image from any image on the linked page using the left and right arrows below the post.
However, posts on Google My Business and Instagram will not include link previews on their posts. Instagram does not permit hyperlinks on individual posts, and while Google My Business allows hyperlinks on posts, they will not include a link preview.
Note that Google My Business posts can have an optional Call to Action button that can include a link. Users can apply add this button to their Google My Business posts in Social Marketing by creating a post in the Composer and selecting Add a call to action under the Google My Business options heading.
When composing a new post or editing a scheduled post, click on the “Customize by account” button in the top right of the composer.
To connect an Instagram account in Social Marketing, you must first connect the account to a Facebook page.
Users can connect an Instagram account to a Facebook page through either Facebook’s Page interface, or through Facebook’s Business Manager interface.
Social Marketing users can manage multiple accounts for most social networks, with the exception of Instagram and Google My Business. The table below shows the maximum number of accounts that can be connected using a single Social Marketing account.
| Network | Google My Business | ||||
| Max. number of accounts | 5 | 4 | 4 | 1 | 1 |
While not all social networks are designed with strict character limits like Twitter, it’s important for posts to be of a readable length.
When posting to multiple networks, the Social Marketing Composer will limit your post according to the network with the lowest limit. The character count of your post is tracked above the Content box in the Composer.
| Network | Google My Business | ||||
| Character limit | 63,206 | 280 | 700 | 2,200 | 1,500 |
If your Instagram Social Marketing posts are failing with error “user is not an Instagram business” , these steps will help you make it a Business or Professional Account
- Log in to the Instagram mobile app
- Go to your Profile
- Click on the 3 horizontal lines at the top right-hand corner of your profile page
- Click Settings at the bottom of the new page
- Click on Accounts
- Click on “Switch to Professional Account”
- Re-Launch Social Marketing for the account
- Retry any failed posts
A post may fail if a user’s connection to a social network has expired. This is sometimes referred to as a “broken token” error.
When the connection between a social network and Social Marketing expires, a user with the login credentials for the affected social network must reconnect their account in Social Marketing.
There are two ways to repair an expired connection:
- Go to Social Marketing > Settings > Connect Accounts, click ⋮ (Options) on the affected account, and click Reconnect.
- If a user has been removed or had their permissions changed, remove the affected user or page and reconnect the page under a different admin.
All social media that is posted through Social Marketing will be populated in Insights. It will not report on posts made outside the platform.
Some users may encounter the following error when they attempt to make a Local Post from their Google My Business account in Social Marketing:
”This location belongs to a chain. The Local Post API is disabled for this location.”
Since the Google My Business API prohibits chain locations from making Local Posts, users may encounter this error if Google’s algorithm identifies a business as part of a chain. Users who encounter this error must log in to Google My Business directly in order to make a Local Post.
Social Marketing: Post Performance only tracks posts made in the Platform.