Troubleshooting Social App Features

Post scheduling

• Troubleshoot Schedule queues not auto-filling

Content creation

• Troubleshoot emojis not working

Analytics and engagement

• Troubleshoot the Social Inbox not populating from Facebook or Instagram

Troubleshoot Schedule queues not auto-filling

If you set up an auto-filled schedule but do not see your content load on the schedule, it is likely due to your Default Accounts not matching the selected accounts in the schedule. The selected accounts in your schedule must be at least equally matching to the selected default publishing accounts on the social post.

To fix this:

1. Open your Content Library by clicking Create > Content Library at the top of your Social app.
2. Find a piece of content that should be in your schedule. Click the "three dots" icon in the top-right corner of the post, then select Edit Content.
3. Under the Accounts drop down menu, select the appropriate default accounts corresponding to the accounts in your schedule.
4. Click Update Content.

The content should now auto-fill into your schedule.

Troubleshoot emojis not working

When adding emojis to your caption and you don't see the emoji in the keyboard - or it populates as a box or a question mark - then we recommend updating your device's software version. This will update your computer's emoji keyboard and ensure your browser is up to date. 

Troubleshoot the Social Inbox not populating from Facebook or Instagram

If you find that your social inbox is not pulling in your community engagement from Facebook or Instagram, it is most likely due to a missing permission needed from Facebook.

To fix this:

1. Log in to the Facebook page that you have Admin access to.
2. Click the "user icon" dropdown menu in the top-right corner of the page, then select Settings & Privacy from the menu.
3. Select Business Integrations on the left-hand sidebar, and click on View and Edit next to Marketing 360®.
4. Once there, verify that the setting Manage accounts, settings, and webhooks for a Page is toggled ON, and click Save.

If your Business Integration Settings do not have the "webhook" option described in the step above:

1. Navigate directly to Facebook Business manager at business.facebook.com.
2. Select Business assets on the left-hand sidebar, then click on Pages.
3. Manage the assignments for your user account (the one you used to connect Facebook to the Marketing 360® Social app). Make sure the following settings are set to ON:
   • Publish content
   • Community activity
   • Send Messages
   • Create ads
   • View page performance