Welcome to SocialFlow

What is this?

This document will serve as your introduction, your guide, and your reference book as
you become a SocialFlow power user. It will help you get closely acquainted with our
platform so you can start optimizing your social publishing quickly and easily.

If you haven’t yet set up your SocialFlow account and Dashboard, hold on! Before diving
into our User Guide, contact your Client Services Manager or our support team for help
getting set up.

Contact the SocialFlow team​!

A Quick Introduction

SocialFlow provides optimized publishing for Facebook, Twitter, Pinterest, LinkedIn, and
Instagram. We also provide Listening and Monitoring capabilities.

How SocialFlow is Different

We have a proprietary algorithm that analyzes your social media audiences in real-time,
monitoring activity levels and topical interests. This real-time information allows our
system to determine the best time to publish your content to get you the most
engagement.

For links to our case studies and research, visit ​www.socialflow.com

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Your SocialFlow Platform

SocialFlow has four main tabs along the top navigation bar: Publish, Listen, Reports and
Settings. When you first login, you’ll land on Publish.

Publish Page - View Accounts

Click on the social icons on the upper right of the Publish page to toggle between your social
accounts and view audience data specific to each handle.

Publish Page - Key Data Points

SocialFlow tracks a lot of data, but there are a few key data points we display on the Publish
page.

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 1. The Active Engagement​section tracks the number of active engagers in real-time today
(the blue line) vs. yesterday's active engagers (the gray line).

2. Trending Terms & Top Engagers​: Shows what your followers are talking about and who
is interacting most frequently with your content.

Active Audience data is generated differently depending on the platform. Let’s breakdown what it
means for each of your social channels.

Active Engagement for Twitter

Your total Active Audience on Twitter is:
- Anyone who clicked on one of your ​trib.al​or ​bit.ly​shortened links in the past and then
recently clicked on another link shortened with one of those services (doesn't have to be
your link).
- Someone who retweeted or favorited your content, or mentioned your handle.

Trending Terms ​are keywords, hashtags, and @names that people use when retweeting or
replying to your content. You can click on these terms to see how else they are used in a Twitter
search.

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Top Engagers​are people who have engaged with your tweets the most, in order of occurrence
with most listed at the top. You can click on the account name to see their Twitter profile.

Active Engagement for Facebook

Your total Active Audience for Facebook is:
● Someone who clicked on one of your ​ trib.al​or ​bit.ly​shortened links in the past and then
recently clicked on another link shortened with one of those services (it doesn't have to
be your link).
● Someone who commented on, liked or shared your content, posted on your wall, or
liked or mentioned your page.

Facebook Top Engagers​are your most active fans from the past few days. Facebook
Interactions include comments, post likes and shares.

Facebook will display ​Top Posts​as well as the number of comments on each.

​ ou can hide the key data points at the top of the Publish page, including the
Pro Tip: Y
Active Audience to give you a bigger view of the queue and timeline. Just click the “Hide
Stats” button above the social network icons.

Your Content Queue: What is it?

Your queue contains all of your potential social media content from various sources including,
RSS feeds, batch imports with Excel, or content you manually enter into the queue.

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This gives SocialFlow the ability to analyze your messages and using the real-time data we have
about your fans and followers (specific to each channel), our algorithm will decide which
message is the most relevant right now to the current active audience.

- Queue​: List of ​un​published messages on the left side.

- Attention Score​: The numbers in the left column, next to your content in the queue
representing ​our real time evaluation of your content. This score ranges from 1 to 100
and is based on current topical relevance and the activity level among your fans or
followers​.

- Label​: You can add labels to

messages before or after
they publish to organize your
content into categories. This
is helpful for searching and
reporting. The label button
also allows you to manage
existing labels.

Note: Labels are purely

internal, your fans and
followers will never see
them.

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 - Messages Published to SocialFlow:​A timeline of messages that have gone live in the
right hand column, the most recent at the top. Here you’ll see a snapshot of metrics such
as Clicks and Likes or Retweets and a link to a more detailed report.

- View Report​: You can view a report specific for each message you publish. Depending
on the channel, it will include data such as: Link clicks, Retweets (w. Downloadable list of
handles), Favorites, Click performance by location, as well as basic information about
publish time and date.

Publish - Calendar View

The Publish Page has a sub page or tab, called the Calendar View.

Here you can sort weekly or daily, by channel, post type, and content source. Calendar view is a
great way to see how your content is spread out across the day or the week so you can plan
ahead.

You can recycle previously published content and compose while viewing your calendar.

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Publish: How To

Get Content Into Your Queue

RSS Feeds...
a. Automatically import content from your website, Pinterest boards, Tumblr account,
WordPress, YouTube channel or ​anywhere​ on the web with an RSS Feed
b. Enter the RSS feed URL and SocialFlow will continually populate your queue with
the latest content from that feed automatically and you can choose how to send it
from there

Import Content...
Import pre-written content using our ​Message Template

As you go...
Add posts or tweets as you go using our ​Compose Box​which can be opened by
clicking the pencil and paper icon on the upper right of the Publish page.

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Using the Compose Box

(Facebook selected)

With the Compose Box, you can manually create content to post on your social network(s).

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(Twitter selected)

Compose Box Features

Selecting an Account: ​Select a social media account or accounts from the menu on the left in in
the Compose Box. A pink check mark will appear next to each selected account.

Keep in mind that Twitter released a new policy that no longer allows you to send the same tweet
to multiple accounts. If you select multiple Twitter handles in our compose box, you will only be
able to set that content to Hold. (See more about the Hold option in Publishing Specifications
below).

Each social network requires different formats and offers different features. The Compose Box in
SocialFlow will only display the universal options or gray out certain options when you create
content for multiple accounts at once.

Please note: ​The character counters associated with social platforms will automatically track the
number of characters in your message in the lower right-hand side of the ​Compose ​screen. If
you go over the limit, your message will not post.

Entering a link​: If you add in a link, be sure to use the full version of the link, including ​http://​at
the beginning. This way our system will recognize the link and shorten it for you. We have our
own link shortening service built in, called Tribal and we also support Bitly and custom short

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domains.

Tracking Tags​: Once you add a URL in Compose, ​you will see the option to add tracking tags.

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When you open the tracking tags option, you'll see several tracking services to choose from
including Google Analytics.

You can also label

and save a set of
tracking here to re-use
easily.

ProTip:​ You also

have the option to
append tracking tags
to all of your links
automatically by
entering tracking tags
in the social account
settings per handle.

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 Navigate to ​Settings>Application>Social Accounts​ in the platform to find these settings.

Compose Box Icons & Functions

Photos & Videos​: Upload photos or videos to accompany your content by using our
simple upload feature, available by selecting the camera icon or dragging your media into
the compose box.

Note​:​See technical specifications for each social network in the chart on Page 17.

ProTip:​ Y
​ ou can use the camera to upload up to 5 images automatically creating a carousel post
on Facebook. You can upload up to 4 images to create the grid photo design on Twitter or
upload a single photo for Instagram.

Facebook Slideshows​: Upload multiple static images to create a video slideshow for
Facebook using this play button icon.

Facebook Branded Content: ​This handshake icon will allow you to tag a partner or
sponsor in your post in the approved Facebook format.

Labels​: ​Labels help organize your messages into categories for reporting or to easily
find later.​​Labels are not published with your message and can only be seen by you and
SocialFlow users accessing this account.

Facebook Targeting (Preferred Audiences & Audience Restrictions)​: The target

symbol below the text field will allow you to choose targeting for your Facebook content.
You can target Interests or Pages under the Preferred Audience tab and geotarget or set
a minimum age target under the Audience Restrictions tab.

Note:​ Twitter will allow some organic geotargeting IF you have an ads account with Twitter.

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 Facebook Video Settings:​This is an additional icon that only appears when a video file
is attached for Facebook. It includes options such as allowing a video to be available for
cross posting, adding Video Tags and using or creating video playlists.

Twitter Studio (Video) Settings:​If you are already using Twitter Studio, you will see
this icon when a video is uploaded. It opens a window for metadata options and the
ability to monetize videos depending on your level of access with Twitter Studio. Having
this integration also allows our TW Studio users to upload videos up to 10 minutes in length.

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 Unpublished Page Posts: ​This feature creates a hidden post not visible to your
audience and only accessible by direct URL. These are often used in conjunction with an
ads campaign.

Facebook Preview: This allows you to see how the post will look once it publishes to either
desktop or mobile.

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 Facebook Breaking News:​Some publishers will have an option to send a post with a
special Breaking News indicator as part of a closed beta trial on Facebook.

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SocialFlow can only support this feature for clients already given access by Facebook.
Read more about the breaking news feature on our blog:
http://www.socialflow.com/facebook-breaking-news-indicator/

Content Supported by Channel

We support the following types of content by channel:

Channel Content Supported Specifications

Twitter Single image, multi image (4), Image dimensions smaller

140 sec video, animated gifs than 4000 pixels, Gifs smaller
(up to 10 minute videos if than 15MB, 512 MB video
using Twitter Studio)

Facebook Single image, multi-image Up to 1GB video

carousel (up to 5), slideshow
(3-7 images), video

LinkedIn Single image, multi-image (up The size limit for an upload
to 9), video is 5 MB. At least 552 (width)
x 276 (height) pixels. The
image frame ratio ranges
from 3:1 to 2:3
(width/height). If the ratio is
larger, the image will be
centered and cropped. Max
file size: 200MB
Video -- Minimum file size:
75KB. Max video duration:
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 10 minutes. Minimum video
duration: 3 seconds.
Resolution range: 256x144
to 4096x2304. Aspect ratio:
1:2.4 - 2.4:1. Frame rates:
10fps - 60 fps. Bit rates: 192
kbps - 30 Mbps

Pinterest Single image

Instagram Single image, video

Apple News Link to article only

Publishing Specifications

Once you have filled out the compose box or used an RSS feed to add content to the queue,
there are a couple different publishing options and priority level settings you can use to control
your flow of publishing.

1. Optimize​: Our technology will calculate the best time to send your content based on our
real-time data to maximise your engagement. You can still control the timing by entering a
custom time window and using a priority level (see below).
2. Publish​: Time-sensitive messages or breaking news can be sent out immediately.
3. Schedule​: For messages that need to go out at a specific date and time.
4. Hold​: If you’re not sure or not finished with a message, you can place it on ​Hold,​which
sets it aside in the queue. You will need to change the message’s status to ​Optimize,
Publish, ​or​Schedule​when you’re ready, in order to send it.

When you ​optimize​content, you have two additional options to prioritize the message:

- Can Send​: Marks the message as lower in priority. Our system will look for the optimal
time within the time window to publish the message, but if we do not see an optimal time
due to low audience activity or low topical interest, our system may choose to Expire the
message rather than waste the content for little engagement. See more about ​Expired
content below.

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 - Must Send​: Tells SocialFlow that this content is important, and must go out, even if other
content is ranked higher in relevance. By selecting Must Send, you ensure your content
will definitely be published by the end of the time window.

Note:​ Overusing Must Send may cause batch publishing, or multiple messages to go live at the
same time (or in close proximity). When you use Must Send, be sure that the end date and time
on any particular message does not match too closely to the end date and time of another
message in your queue.

Expire At​: Sets an expiration date for ​Hold​messages to make sure your content stays current.
Any Can Send content that our system chooses not to publish becomes Expired. Expired content
is not deleted, it is simply moved from your queue to an Expired column on the Listen page
where you can choose to send it back to the queue for another chance at publishing.

Queue Options
When you’ve added messages to your queue, there remain customization options at your
disposal.

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Edit​: You can still edit all your content, at any point before it publishes.

Duplicate​: Once you click Edit, you’ll see you can duplicate content you want to send more than
once. When you click Duplicate, it opens in the Compose box. This is useful for creating a new
version of the same post or tweet for publishing later.

Pause Reordering​: Your content will be scored and ranked continually throughout the day, with
your most relevant content always floating to the top as topics change on the social network. You
can pause this action in order to focus on specific content when needed.

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Searching & Filtering​: By selecting filter in the queue, you can sort the content which is
normally in ​score​order by other criteria: Statuses, Sources (RSS feed name or bulk import file
name), and most often used, Sort By for Date order.

If you prefer to have your content always sorted by Date for example, you use the Label & Save
option to make that sort order your default every time you log in to SocialFlow.

Here’s how:

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 1. Navigate to the top of your Queue
2. Click on the ​+​icon next to ​Filter​.
3. These choose one of the following:
- Sort By: ​Allows you to sort content by optimized date, scheduled date, creation
date, expiration date or score (the default).
- Search​: Used to look for a particular keyword or phrase.
- Sources:​Shows which content source the content came from. You can isolate
one feed or source at a time to view only those pieces of content.
- Statuses: ​Groups the content based on how it is set to send out i.e.: Optimized,
Schedule, or Hold. You can click the boxes at the top of the queue to filter these
from view.

4. Click “Label and save these filter options for later…” and give this sort a name

ProTip:​ You can also batch select using the checkbox next to ​Set To​to change
messages to optimize, hold, or even delete.

What to do when you have a social emergency...Pause Publishing

You can pause all publishing for a social account as needed. We made this possible for rare
cases such as:

● Breaking news and world events when you need to exercise extreme discretion about
what you publish

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 ● Live publishing when all posts should be specific to the event taking place and you don’t
want any interference from optimized or scheduled content

How Do I Pause Publishing?

There are two ways to pause publishing:

1. Navigate to ​Settings > Application > Social Accounts​. Click the pencil icon next to the
social account you want to pause. Under the ​Publishing Limits​section you will find the button
at the bottom right that says ​Pause publishing from queue​.

2. A faster way to pause publishing is to click the gear icon near the top of your ​Queue​on the
Publish​page. This is a short cut to the settings page for that specific social account. You can
then pause publishing as you would above.

Please note:​ Only admins in SocialFlow can pause publishing.

What Happens When I Pause Publishing?

- Content from your queue will stop publishing

and there will be a screen overlay on the queue to
ensure any team member who logs in will be
informed.

- All optimized and scheduled messages from

any source, added manually or from feeds, with any
publish setting will NOT be sent. As long as your
queue is paused, all messages that are supposed to
publish during that paused time, will be marked as
‘Failed.’

- You can still create a message and publish it

immediately from the Compose box, if needed while the queue is on pause.

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 - Once you resume regular queue publishing, the messages that failed to publish will
appear in red at the top of your queue. You will need to edit the status of each message
in order for them to be considered again for publishing or you may delete them.

Published Messages
As well as customizable options for scheduled and upcoming content, there are also ways to
make the most of the messages you’ve already published.

Amplifying Content
The Amplify button will appear on all of your published messages on the main Publish page. This
button may display in orange any time a message is performing above average in terms of
engagement. You can click the amplify button to connect your ads account and boost or promote
the post, adding budget in order for the message to reach a larger audience.

Recycling Content
You might want to put evergreen content or content that has performed well back in your Queue​
.
Here’s how:

​ age and
1. Navigate to: ​Publish P
view your ​Messages Published
Timeline

2. Click the ​expand​button on the

piece of content in your
Timeline​, ​then click the recycle

icon to create a duplicate

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 version back in the Compose box​.

Likewise you can duplicate from the queue by clicking ​Options​. This will place a copy of the
message back in the compose box and you can send the message out again or from a different
social account.

You can also recycle in bulk by using the Filter drop down and selecting multiple messages.
Please note, because of Twitter’s new policy, you will not be able to recycle tweets to another
Twitter handle in bulk.

Listen: Engaging Your Audience

Listening to your audience with SocialFlow will allow you to monitor the engagement and
response you are receiving from your fans and followers. You can also search topics and monitor
your competitors.

First, click which social account you want to display information for on the left side of the page.
Then open a column available for that account on the right side of the page.

Please note: There is a limit of 10 columns per social account.

- Columns​: These are customizable by social network to help you organize and monitor
your engagement. The column options are always listed on the right side of the page.

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 - Custom Views​: You can create and name a custom view to centralize the data that
matters most to you for a given timeframe or project. This may mean viewing only your
account’s Facebook timeline, or perhaps your unpublished posts.

- Filter Search​: You can filter the Listening view by service type or name.

Each social media network has unique columns, let’s break down what’s available by network:

Channel Columns Actions/Functions

Twitter List - to view a list of Twitter Retweet

users you may want to - Optimize a RT
retweet or engage with - RT immediately
- Edit & RT
Live Stream - to view - Quoted RT
everyone you follow (explained further below)

Search - to look up keywords Like

or hashtags Reply

Mentions - to see who is

mentioning you

Direct Messages - to see

private messages

Expired - outdated RSS feed

content that never published
or Can Send content which
you can send back to the
queue

Facebook Timeline - to see all your See # of Shares

posts and their comments, to Comment
respond to comments Like a Comment or Post
Delete a Comment
Page Search - to monitor
competitors or partners

Unpublished Page Posts

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 Expired - outdated feed
content or Can Send content
that never published

Page Mentions – to see what

other pages are saying about
your page or other pages (ex.
celebrity pages)

LinkedIn Timeline Comment

Company Like
Expired

Pinterest Boards View Comments

Pins by Domain View Repins

Instagram Timeline
User Search
User Story

Custom Views for Listening

You can create a custom dashboard essentially to pick and choose which columns you need to
see most frequently. You can select various columns from each social handle and have them
display on one page or tab.

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Retweeting Options

Once you click the double arrow to retweet a tweet, you’ll see a list of options.

Optimize​… Allows you to create a retweet to publish at the optimal time, when more
people may see it. The function creates a copy of this retweet and places it in your
queue, just like your other content. You won’t be able to edit the copy but you can set a
custom time window for it to publish or even schedule it for a specific time. Once live,
the retweet still appears as a regular native retweet on Twitter.

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 RT Now​...Publishes the retweet immediately.

Edit & RT​...this is the older version of retweeting, where RT@ is added to the beginning
of the tweet and any copy you add will be counted as additional characters.

Quoted RT​... the current version of retweeting on Twitter, this function will allow you to
add a comment that will not be counted towards the original tweet’s character limit. And
once live, the original tweet will display below your comment as if it were being quoted
by you.

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Reports: Measuring Your Progress

Welcome to the Reporting tab on your SocialFlow dashboard! We all know how important metrics
are, which is why we’ve made a rich but easy-to-use dashboard of the most relevant data for all
your social channels. You can customize your view by date, time period, social channel, or
predefined groups.

In addition to live data sets, you can download reports for specific purposes. We offer reports
detailing your metrics week over week or month over month. Even if you don’t download any
specific reports, we’ll automatically send you a weekly roundup to keep you up to date on your
social growth and activity.

Reports > Dashboard Page

Key Terms & Actions for Reporting

Let’s break down what you’ll see when you navigate to your Reporting tab.

Messages Sent​: How many messages you’ve sent through SocialFlow on all or a selection of
your social platforms, broken down by day. The percentage next to this number indicates
whether or not you’ve published more or less than the previous time
frame.

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Clicks​(Previous clicks v. current clicks):
This total sum and graph indicate how many ​link clicks​your content has received in the given
time frame. The percentage shows how that total compares to the previous time frame, as does
the graph. The lighter shaded bars represent that day, last time compared to the darker shaded
bar representing that day, this time frame.

Interactions​:​This data includes everything outside of the click: retweets, mentions, comments,
shares, likes and +1s of your content so that you can get a general sense of how much
engagement has increased or decreased. It does not include LinkedIn stats since LinkedIn is not
currently providing them through their API.

Total Audience​: Total number of follows per channel, all channels, or a selection of channels.

Audience Gains​: How your audience grows over time!

Audience Engagement​: Audience activity including clicks, tweets, retweets, mentions, likes,
comments, and shares. This is broken down hourly to show you which time period had the most
engagement.

Reports > Messages Page

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This page includes an easy way to find top performing content. Just filter the messages by the
engagement you want to focus on by clicking the column headers.

You can find more stats to filter by such as Video Views if you click the 3 dot icon on the right.

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 ProTip:​ Once you filter your messages to view top performing content, you can then bulk
recycle using the checkbox feature here. You can even recycle content that wasn’t sent
through SocialFlow originally.

Reports > Audience Page

If you authorize your Google Analytics account into SocialFlow, you will see this Audience tab.
Here you can see which of your webpages is currently receiving the most site visitors and if there
is a post or tweet in your queue linking to that page. If not, you may want to publish a new
message to your social media accounts to get even more visitors to the webpage.

Reports > Link Shortening

This Link Shortening page allows you to enter in a long URL and have it shortened by our
platform. Then you can use that new short link outside of SocialFlow (ex. email, marketing
campaign, etc) and this page will display the click count since our system shortened the link.

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Reports > Downloadable Reports Page
Here you can generate and download Excel files of your account’s data for closer analysis. First,
click on the Create Report button on the right.

There are a few different report types:

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 ● Message Report
○ This report will list all messages for the account and time frame that you’d like to
review. It includes all the engagement metrics for the messages as well as the
user who created the message and the label on that message.

● Label Report
○ As you use labels on the Publish page, you can select the label you want to
analyze and only see messages and their data, related to that label. You can
select multiple labels to make comparisons of different types of content and which
performs better.

● Month Over Month

○ This report shows your total engagement data per month for your individual
accounts for whatever time frame you select. It includes percentage of change for
each of the stats you can quickly get a high level view of how the account has
progressed.

● Week Over Week

○ Similar to the month over month report, this report shows your total engagement
data per week and also includes the percentage of change.

● Day Over Day

○ Same as above but to be used for daily comparisons.

Once you select the type of report, you can choose which social account and for what time frame
you need data for in the pop up window. The report will generate and create a new line item in
the reports list. Just click the green download button to open the new Excel spreadsheet.

All of these reports are now available to receive automatically through email on a recurring basis.
Just click “​New Recurring Report​” and select one of these report options outlined above.

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Settings Overview
Though we go through set up with you over the phone or in person, here is some information you
may need to return to after you’ve been set up...

● Adding and Removing Social Accounts

● Account Settings
● User Permissions
● Feed Settings
● Link Shorteners

Adding and Removing Social Accounts

To Add:
- Navigate to ​Settings>Application>Social Accounts
- Find the “Add a Social Account” drop down on the right in purple
- Click the drop down to select a social network
- Click the network (Facebook, Twitter, etc.) to be prompted for login and permission
authorization

To Remove:
- Navigate to ​Settings>Application>Social Accounts
- Find the account you wish to remove
- Click the trash can icon next to it on the far right
- Click to confirm removal

Account Settings
From the ​Settings>Application>Social Accounts​ page you can also click the pencil icon to access
settings for that handle.

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Here you may want to update Publishing Limits or Tracking Tags. This is also where you can
Pause All Publishing in case of emergency.

User Permissions
Navigate to Settings>Admin>Users and Permissions and here you can either invite a new user,
remove a user, or edit permissions for an existing one. Here are descriptions of the different
permission levels:

Client Admin:​A superuser who oversees all of the accounts, users and settings. Has publishing
rights to all accounts.

Account Admin:​A secondary superuser who can oversee all accounts, users and settings. Has
publishing rights to all accounts.

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Permissions Per Social Account:

● View
○ Allows users to view queue and timeline as well as reports for this social account.
● View/Publish
○ Allows users view rights plus ability to create and send posts or Tweets to this
social account.
● View/Publish/Settings
○ Allows user view and publish rights plus access to settings for this social account.
■ Groups
■ Publishing Limits
■ Tracking Tags
■ Content Sources
■ Link Shortener
■ Reauthing Account
■ Removing Account
● View/Publish/Settings/Users
○ Allows user view, publish, and settings rights as well as ability to manage users
for this social account.
■ Invite users to social account using Settings>Admin>Users and
Permissions
■ Assign and manage user permissions for social account

Example of roles when inviting new user:

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Link Shorteners

In case you want to change your link shortening service or add a custom short domain, navigate
to Settings/Application/Link Shorteners.

Feed Settings
As a refresher, the message expiration setting is the most commonly edited setting and controls
how long content stays in the queue. If your content is more time sensitive, you can shorten the
time frame; if your content is more evergreen, you can lengthen the time frame. You can also
tailor how the content enters the queue by editing the template.

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Conclusion
This guide will be updated regularly. If you think you may have an outdated version, just reach
out to your Client Services representative or Support for an updated copy.

If you’re still feeling a bit lost, remember, our Client Services Team and rich support center are
here to help when you need it.

SocialFlow Blog

Contact SocialFlow Support

[email protected]

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