Frequently Asked Questions & Success On Demand
Need an answer to a specific question? The FAQ section has you covered. Contact Success On Demand For Additional Support.
Social Marketing
What are the image and video requirements to publish in Social Marketing?
Social Marketing can help you post to all of your most important social media accounts. These do, however, have specific requirements in order to post.
Can we use Social Marketing to mass-post to all locations within a brand?
While the Social Marketing App supports connecting multiple locations on most networks, the number of connections is limited by the social network. It is recommended to have a Social Marketing App activated for each individual location, due to the unique content policies followed by the different social media platforms.
How do you customize posts per channel in social marketing?
When composing a new post or editing a scheduled post, click on the "Customize by account" button in the top right of the composer.
Do I need to link my Instagram account to a Facebook page?
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.
How long can my posts be?
While not all social networks are designed with strict character limits like Twitter, it's important for posts to be 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.
How do I make Instagram a Business or Professional Account?
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
Why did my post fail?
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.
Why can't I make a Local Post on Google My Business?
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 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.
Can I use Social Marketing to mass-post to all locations within a brand?
While the Social Marketing App supports connecting multiple locations on most networks, the number of connections is limited by the social networks.
Maximum Number Of Accounts:
- Facebook: 5
- Twitter: 4
- Instagram: 1
- Google My Business: 1
It is recommended to have a Social Marketing App activated for each individual location, due to the unique content policies followed by the different social media platforms.
How do you customize posts per channel in Social Marketing?
When composing a new post or editing a scheduled post, click on the "Customize by account" button in the top right of the composer.
Do I need to link my Instagram account to a Facebook Page?
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. Read this article for a walkthrough of both methods.
Does the Social Marketing API support posting?
We currently offer an API for Social Marketing to partners with a Professional or Enterprise subscription. However, the Social Marketing API does not currently support posting to social media networks.
To find out more about actions supported by the Social Marketing API, consult the Social Marketing API documentation.
Reputation Management
How accurate are listings synced with Listing Sync Pro?
Listing Sync Pro 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.
Why does Reputation Management show a different number of reviews than the TripAdvisor site?
Our infrastructure is only able to collect reviews written in English. Reviews left in other languages are not currently supported in our platform.
Why aren't Facebook Reviews pulling into Reputation Management?
If the listing is found in Reputation Management but the reviews are not showing then Facebook needs to be connected in Reputation Management.
Reputation Manager --> Settings --> Connect Accounts
How Do Contacts Generate from Website Pro?
Contracts are generated from Website Pro any time you send an email from the site. Website Pro extracts all addresses in the To, From, Reply-To, Cc, and Bcc fields. These end up in the Contact List in Business Center and are shared with Customer Voice (if applicable).
In Customer Voice, the Customers table will reflect the origin of the customer. If the customer is created from Website Pro, the Customers table will show that.
Green Stick Marketing App
What is your cache, and why should you clear it?
But what is your cache, and why should you clear it?
Browsers use cookies (files containing user data) placed in your computer’s cache (temporary data storage space) to store website information on your computer, so web pages and components can load quickly. Most platforms and vendors including Google, Microsoft, and Green Stick use this ability to deliver the best possible performance for end-users.
To keep things simple... and super fast here are some great ways to clear your cache and cookies. Browser Guides
Browsers are constantly updating themselves, so to ensure you’re getting the latest information, use the following links to view the current browser-specific methods for clearing your cache and cookies:
Using Extensions
While the methods described at the links above are commonly used, adding an extension can make the process quick and easy. The information below can minimize the hassle of clearing your cache and cookies, as it will only update the cookies for the page you have open at the time. Click the links to download the available extension.
Chrome: Clear Session
This extension retains your data and login information from every web location where you are signed in. This means you won’t have to sign in again to every website after clearing the cache.
You can streamline this extension by setting keyboard shortcuts for actions. To find the extension, go to chrome://extensions/ in Chrome’s address bar to open up the Extensions page. At the very bottom of the page, you'll see a Keyboard Shortcuts option. Add your key combination, and never have to click or deal with a menu again.
Firefox: Clear Site Cache
The Firefox extension is similar to Chrome’s and contains the same functionality.
Internet Explorer
Unfortunately, Internet Explorer does not have an add-on that removes cookies on a per-site basis.
Is there a delay in the data appearing on the monthly Executive Report?
The Executive Report processes a lot of data. While we do our best to ensure it's ready to go at month's end, you may notice a 2-3 day delay before receiving your monthly report.
When the Executive Report is received, it will contain data for the entire month.
Marketing Funnel – Why do the Marketing Funnels on the Executive Report and the Dashboard have different data?
The Marketing Funnel viewed on the Dashboard will automatically show data for the past 90 days, with the option to choose a different date range. On the Executive Report, the Marketing Funnel will respect the dates selected in the report. For this reason, you may see different numbers when navigating between pages.
Marketing Funnel – Can I disable the Marketing Funnel?
You can disable Marketing Funnel by browsing to Partner Center > Administration > Customize > Business App Settings and deselecting Display Marketing Funnel. Afterward, click Apply Changes.
How do I get my network (HAR) file?
There may be instances where you are not able to access areas of the platform while others are able to. In some cases, this can be linked to your Network settings blocking specific domains through which we load some of the resources that you are accessing.
In order for our Technical Support Team to better troubleshoot these types of issues, we may require your Network (HAR) File to identify these errors or the root cause of the problem.
The following instructions will allow you to get your Network HAR File.
1. Go to the Login page on the Green Stick Marketing Platform (or any area of the platform that you are having issues in) > Right-click on the page and select “Inspect” from the dialog box that pops up
2. In the console that pops up select the “Networks” tab > Select Preserve Log > Try to log into the account > You should see a bunch of information populate in the window that pops up
3. Right-click on any of the lines/info > Select "Save HAR File with content" > Save it to your documents or area on your PC you wish to access it from.
4. You can then email the file to the Success On Demand team upon request for us to diagnose.
