Reports

Heather C. — Fri, 07 Sep 2012 19:20:14 -0700

Reports - Pull reports for your Facebook and Twitter channels, as well as internal User reports.

Channels: Run Facebook and Twitter post level reports over a specific time range as well as Facebook page level reports.

Select a Channel and Date Range

Twitter:

Timestamp: The date & time of the message.
Channel Type: The type of channel. (Facebook, Twitter, etc. Twitter in this case)
Channel: The public name of the channel.
User Name: The user's name who made the post.
Message Type: The type of message on Twitter. (Tweet, Mention, or Direct Message)
Message Body: The full content of the message.
Retweets: Number of Retweets a tweet has received to date. (Not available for Direct Messages)
Read Status: The read status of the message. (Unread or Read)
Visibility Status: The current public visibility status of the post. (Visible or Deleted)
Assigned To: The name of the user that the message has been assigned to.
Label(s): Any labels added to the message.
Link Clicks: If a link was included in the post, this is number of clicks that link received.
Message URL: The URL on Twitter. (Not available for Direct Messages)
Involver URL: The URL in Conversation Suite.

Facebook: Post Level

Timestamp: The date & time of the post or comment.
Channel Type: The type of channel. (Facebook, Twitter, etc. Facebook in this case)
Channel: The public name of the channel.
User Name: The user's name who made the post. (If an admin post, page name will be seen here)
Social Network User ID: The user ID of the user on the corresponding social network.
Message Type: The type of message on Facebook. (Post is an original message, admin or non-admin, on the timeline. Comment is a message made in reply on any original post, admin or non-admin. Direct Message is a private message made to the page from a user.)
Message Body: The full content of the message.
Attachment Type: The type of attachment included in the message. (Link, Photo, or Video. Timeline Only)
Attachment URL: A direct link to the attachment. (Timeline Only)
Likes: Number of likes for Posts.(Timeline Only)
Comments: Number of comments made on a Post. (Timeline Only)
Reach (Impressions): The number of times your post was seen. (Timeline Only)*
Engaged Users: The number of people who clicked anywhere in your post. (Timeline Only)*
Talking about this: The number of unique people who created a story about your post. Stories are created when someone likes, comments on, or shares your post; answers a question you posted; or responds to your event. (Timeline Only)*
Shares: The number of times the post was shared. (Timeline Only)*
Virality %: The percent of people who saw your post and then created a story about it. (Timeline Only)*
Negative feedback: The number of times people took a negative action on your post (e.g. hid it). (Timeline Only)*
Link Clicks: If a link was included in the post, this is number of clicks that link received.
Read Status: The read status of the message. (Unread or Read)
Visibility Status: The current public visibility status of the post. (Visible, Hidden, or Deleted)
Assigned To: The name of the user that the message has been assigned to.
Label(s): Any labels added to the message.
Message URL: The URL on Facebook. (Timeline Only)
Involver URL: The URL in Conversation Suite.

Facebook: Page Level

Daily Report*:

Timestamp: Date
Channel Type: Facebook Page
Channel: Public name of channel
Lifetime Page Likes: Total number of people who have liked your page to date.
New Page Likes (Unique): The total number of new people who have liked your page, daily.
New Page Unlikes (Unique): The unique number of Unlikes of your page, daily.
Page Negative Feedback: The number of unique people who took a negative action, i.e. hid stories, unliked page, etc., daily.
Friends of Fans: The number of people who are friends of the fans of your page (estimated), total to date.
Page Views: The number of times your page was viewed, daily.
Page Views (Unique): The number of people who viewed your page, daily.
Page Impressions: The number of impressions seen of any content associated with your page, daily.
Page Impressions (Unique): The number of people who have seen any content associated with your page, daily.
Page Post Impressions: The number of impressions that came from all of your posts, daily.
Page Post Impressions (Unique): The number of unique people who saw any of your page posts, daily.
Page Engagement: The number of people who engaged with your page, daily.
Page Stories: The number of stories created about your page, daily.
People Talking about This: The number of people talking about your page, daily.

Aggregated Report*:

Timestamp: Date Range Selected
Channel Type: Facebook Page
Channel: Public name of channel
Lifetime Page Likes: Total number of people who have liked your page to date.
New Page Likes (Unique): The total number of new people who have liked your page during selected date range.
New Page Unlikes (Unique): The unique number of Unlikes of your page during selected date range.
Page Negative Feedback: The number of unique people who took a negative action, i.e. hid stories, unliked page, etc. during selected date range.
Friends of Fans: The number of people who are friends of the fans of your page (estimated), total to date.
Page Views: The number of times your page was viewed during selected date range.
Page Views (Unique): The number of people who viewed your page during selected date range.
Page Impressions: The number of impressions seen of any content associated with your page during selected date range.
Page Impressions (Unique): The number of people who have seen any content associated with your page during selected date range.
Page Post Impressions: The number of impressions that came from all of your posts during selected date range.
Page Post Impressions (Unique): The number of unique people who saw any of your page posts during selected date range.
Page Engagement: The number of people who engaged with your page during selected date range.
Page Stories: The number of stories created about your page during selected date range.
People Talking about This: The number of people talking about your page during selected date range.

* Page level reports and some per post metrics are not available on Facebook pages with less than 30 Likes, as dictated by Facebook Insights.

Users: Run a report on the internal actions per user to track activity over a specific time range.

Select a Date Range

Report includes the following data items for each user included in the account for each day included in the Date Range selected.

Date: The day the activity took place.
User: The user's name.
Submissions: The number of posts submitted by the user.
Published Messages: The number of messages published by the user.
Replies: The number of replies made by the user.
Hides: The number of posts hidden by the user.
Deletions: The number of posts/comments deleted by the user.
Archived: The number of posts archived by the user.
Assignments Given: The number of messages assigned to another user by the user.
Assignments Received: The number of messages assigned to the user.
Assignments Completed: The number of assigned messages marked as complete.

Album Publishing to Facebook

Heather C. — Wed, 08 Aug 2012 17:47:29 -0700

Album Publishing

Albums can be submitted using the Attach Image icon in the Publishing Section.

From the Compose state:

Select your Facebook Channel from the left
Click on the Attach Image icon
Select the check box for Create Photo Album?
Click on Browse to select your multiple images from your computer and Open

You will see "Multiple Images" in the field so you know that more than one photo has been selected.

Click on Add to attach the images to the post

The attached images will display below the message box
Manage the attached photos:

Remove specific images by clicking on the 'X' in the upper right corner for the image you wish to remove
Click on the Attach Image icon again to add more images to the album following the same steps as before

Assign the Album a name where it says Album Name
In the message box, describe or write something for the entire Album as this is what will be used as the Album Description
Take any other standard publishing actions on the post such as including Labels (internal), Geo-Targeting, or Scheduling the post as necessary. (For more information on composing messages, visit the Publishing and Schedulingsection.)

Monitoring your published Album:

Once your album is published, the message and link to the album will appear in your monitoring stream, indicated by a double photo icon in the preview to indicate that an album has been published and not just one photo.

Click into the message to monitor and moderate any comments made to the Album page.

Click here to return to the main menu of Conversation Suite Documentation.

Video Tutorials

Heather C. — Mon, 04 Jun 2012 11:25:13 -0700

Orientation:

For full documentation click here.

Login, Profile Settings and Support:

For full documentation click here.

Permissions:

For full documentation click here.

Channels:

For full documentation click here.

Users:

For full documentation click here.

Monitoring Actions:

For documentation on this section, click here.

Filtering:

For documentation on this section, click here.

Data Exporting:

For documentation on this section, click here.

Publishing & Scheduling:

For documentation on the section, click here.

Click here to return to the main menu of Conversation Suite Documentation.

Publishing and Scheduling

Heather C. — Fri, 01 Jun 2012 11:37:12 -0700

Publishing - VIDEO!

From the Compose New Message state within the Publish section you'll find your authorized channels, or Admin channels, on the left from which to choose for publishing new content. If you haven't added your channels yet, please visit our SetUp Guide to add the appropriate channels to your account and team. (Please note that anyone with access to your Conversation Suite account that has the appropriate permission will also have the ability to publish to these authorized channels.)

Publishing channel:

Select your channel on the left. (Note: only authorized channels will appear in the list of available channels.)
You may select multiple Facebook channels or multiple Twitter accounts at once. (Note: Twitter channels and Facebook Channels cannot be selected for publishing at the same time.)

Message Copy: Enter the body of the post into the message box.

For Twitter posts keep watch of the character count to make sure the message stays at 140 or below. (Note: The Publish Now button will be disabled if character count goes beyond 140)
Include a link directly in your message (can also be attached for Facebook Messages, see attachments below) or use our button to save characters by shortening the link.

Attachments:

Link - Facebook Only: Click on the Link icon above the text box. Paste a URL into the field that appears and click on Add. (Attached URLs are automatically shortened using our bit.ly integration.)

Preview content will appear below your message including the Title of the URL, the URL itself, a description and an image. Scroll through available images to select the one you want.
If you would like to edit the title and description, simply delete the pre-populated content and type in your own title and description in the appropriate fields.

If you are not satisfied with the images pulled from the
URL, select the "Custom or No Thumbnail" check box below the images. Stop there to attach your link without any image. OR Click anywhere in the image space above to browse your computer for an image of your choosing. Click on Add to apply the custom image to the link.
If you are posting a link to Twitter, enter the URL in the main message box and click on the Shorten Links button. (Note: The Attach Link button will be disabled for Twitter posts.)

Photo: Click on the attach image icon to browse your computer for an image that you would like to post.

Twitter: When posting an image to twitter it will post as a shortened URL that will link to the photo you've attached using pic.twitter.com, the same service that twitter uses. Note that this means images posted to Twitter will also appear on your twitter site's Recent Images.
Facebook: When posting an image to Facebook, the image will be automatically added to your Wall Photos Album in Facebook and hosted there. Users will be able to see it in the timeline as well as in the album and comment on the photo from either place. (Please note that only one image may be published at a time.)

Click on the attach image icon to publish a new Album to your Facebook channel and include multiple photos. For more information go the Album Publishing section.

Labels: Add internal key words into the field below your message and/or attachment.

Label your messages with specific terms to categorize your posts. Once it's published, navigate to the streams section and filter by this label to see the engagement with your labeled messages.

Targeting – Facebook Only: You may target your Facebook messages so they can only be viewed by users from specific countries, states/provinces, cities, and/or languages.

Click on the Globe icon above the message box to begin targeting (make sure you have selected a Facebook channel on the left first).
Begin typing a country, when you see it appear below the field select it. You may enter more countries to increase your targeted audience, or you can drill down further to target states or provinces, or specific cities.
Include any languages to target users more specifically.
Target as narrowly or broadly as you wish. A user who satisfies at least one selection in each category will be able to view the message.

For example:

If you have the following selections:

Country: United States
Cities: San Francisco,CA; New York, NY; and Las Vegas, NV
Languages: English, US

Then anybody from either of the 3 cities selected who also speaks English will be able to view the post. If somebody lives in one of those cities but has not included in their profile that they also speak English, they will not see the post.

Schedule: You may pick a time in the future that you would like this message to be published.

Click on the Calendar icon above the message box to schedule your post for a later time.

Click into the date field to select the day you want the post published
Select the Hour and Minute, careful to choose AM or PM correctly.
Take careful note of your timezone as well. This is based on your browser settings so it should always know where you are and posts will be scheduled based on the timezone you are in when you schedule the post.
Click on Schedule to finish.

Publish Now, Schedule or Submit:

Click Publish Now to publish your post on your selected channel.

For Facebook messages your message will be published with our default signature, or your requested Publishing Signature app that was applied to the selected channel when adding it. (Please see the Setup Guide to see how to apply a Publishing Signature to your channels if you have more than one applied to your account.)

If you have chosen to schedule your message (see the schedule section above for more info) you will see a Schedule button to submit your message to your scheduling calendar.
If your role allows you only to write posts but not publish them, you will not see the Publish Now or Schedule button; you will instead see a Submit button.

Submit your post for approval from a user on your team who has publishing permission.
Those on your team with publishing permission will be notified via email that there is a post awaiting approval. A link is provided directing the user to the post awaiting approval.
If you are a user with publishing permission, you will see any messages awaiting approval in the Scheduled section, from there any authorized user may approve the message as is, edit the content and/or scheduled time for publication, and resubmit as an approved message.

Scheduled Messages:

See your messages to be published in the future, or awaiting approval and take any necessary actions on them.

Edit: Select this to make any changes to the content of the message as well as to reschedule it to another time if needed.
Schedule: Select a new date and time for your message to be published. If the message is already scheduled, this will reschedule it. If the post is simply awaiting approval, when you select a date and time it will automatically be approved for publishing.
Publish Now: If you need to push your scheduled message out at a different time, you can click on the Publish Now in the drop down.
Delete: Click on the Trash icon, or on Delete form the drop down, on the right to delete the message all

You will also see an Internal Activity selection where you can see who has submitted, or scheduled a post that has yet to be published. After the post is published, that activity will be available in the Internal Activity section with in the message in the Monitoring Stream (see below)

View Published Messages: To view previously published messages, navigate to the Monitoring Tab under your Streams section and select the authorized channel to view all messages.

Click into the message to take any internal or public facing actions on the message. (Note: Under the Internal Activity drop down, you will see who has published this message internally.)
All comments made to this post will display in the thread along with your original post so you can moderate and respond to this content.

Happy Publishing!

Click here to return to the main menu of Conversation Suite Documentation.

Data Exporting from Channels

Heather C. — Thu, 10 May 2012 11:14:32 -0700

Data Export: There are two types of reports provided through the Conversation Suite; Facebook Page Level Reports, and Post Level Reports (Twitter and Facebook). Page level reports can be found in the Reports tab. Post level reports can be pulled from 2 places, from the Reports tab, or from the Monitoring Stream.

Facebook Page level Reports: These reports can pull information up to 2 years prior from the date of export.

Click on the Reports Tab
Select the page from which you would like to pull a page level data export report
Select the option for Page level
Pick your beginning and ending dates
Click on Email File
Within a few minutes you will receive an email from notifications@involver.com with two links.

Daily Report - Provides the daily change for the below items, some numbers will reflect the total number to date.*
Aggregated Report - Based on the date range selected when exporting, the aggregated report will reflect the change from the beginning to the end of the report.*
(Note: These links will be viable for 24 hours from the time that it is requested.)

Open in Excel for further filtering, sorting, or to plug the data into any reporting device you are currently using.
Scroll down to view a list of the items that will be included in your reports.

View the list of elements that are detailed in each page report:

Daily Report*:

Timestamp: Date
Channel Type: Facebook Page
Channel: Public name of channel
Lifetime Page Likes: Total number of people who have liked your page to date.
New Page Likes (Unique): The total number of new people who have liked your page, daily.
New Page Unlikes (Unique): The unique number of Unlikes of your page, daily.
Page Negative Feedback: The number of unique people who took a negative action, i.e. hid stories, unliked page, etc., daily.
Friends of Fans: The number of people who are friends of the fans of your page (estimated), total to date.
Page Views: The number of times your page was viewed, daily.
Page Views (Unique): The number of people who viewed your page, daily.
Page Impressions: The number of impressions seen of any content associated with your page, daily.
Page Impressions (Unique): The number of people who have seen any content associated with your page, daily.
Page Post Impressions: The number of impressions that came from all of your posts, daily.
Page Post Impressions (Unique): The number of unique people who saw any of your page posts, daily.
Page Engagement: The number of people who engaged with your page, daily.
Page Stories: The number of stories created about your page, daily.
People Talking about This: The number of people talking about your page, daily.

Aggregated Report*:

Timestamp: Date Range Selected
Channel Type: Facebook Page
Channel: Public name of channel
Lifetime Page Likes: Total number of people who have liked your page to date.
New Page Likes (Unique): The total number of new people who have liked your page during selected date range.
New Page Unlikes (Unique): The unique number of Unlikes of your page during selected date range.
Page Negative Feedback: The number of unique people who took a negative action, i.e. hid stories, unliked page, etc. during selected date range.
Friends of Fans: The number of people who are friends of the fans of your page (estimated), total to date.
Page Views: The number of times your page was viewed during selected date range.
Page Views (Unique): The number of people who viewed your page during selected date range.
Page Impressions: The number of impressions seen of any content associated with your page during selected date range.
Page Impressions (Unique): The number of people who have seen any content associated with your page during selected date range.
Page Post Impressions: The number of impressions that came from all of your posts during selected date range.
Page Post Impressions (Unique): The number of unique people who saw any of your page posts during selected date range.
Page Engagement: The number of people who engaged with your page during selected date range.
Page Stories: The number of stories created about your page during selected date range.
People Talking about This: The number of people talking about your page during selected date range.

Post level Report:

1. From the Reports Tab - Reports will allow you to quickly pull a report of all content during a specific time frame for one of your channels.

Click on the tab labeled Report
Select the channel on the left from which you would like to pull a report for the corresponding content
Select a starting and ending date (dates default to past week)
Click on Email File
Within a few minutes you will receive an email from notifications@involver.com with a link to a report for the content you just exported. (Note: This link will be viable for 24 hours from the time that it is requested.)
Open in Excel for further filtering, sorting, or to plug the data into any reporting device you are currently using.
Scroll down to view a list of the items that will be included in your reports.

2. From the Monitoring Stream - VIDEO! Filter down your message content from one channel and pull a report with only the content that has resulted after applying your filters.

You may use the filtering options to the left of your message list to filter down to the exact content you would like exported.
Apply your filters and wait for the content to populate in the message list.
Make sure you are filtered down to a specific channel (not "All Channels").

Within a specific Admin Channel you may also select between Public or Private messages for either Facebook or Twitter. (Note: Data Export will not be available if you have ALL selected.)

Click the drop down at the top of the list on the right and select Export.
Within a few minutes you will receive an email from notifications@involver.com with a link to a report for the content you just exported. (Note: This link will be viable for 24 hours from the time that it is requested.)
Click on the link to view your report in an excel spreadsheet or equivalent.

View the list of elements for each message that are detailed in each report based on the type of channel:

Facebook:

Timestamp: The date & time of the post or comment.
Channel Type: The type of channel. (Facebook, Twitter, etc. Facebook in this case)
Channel: The public name of the channel.
User Name: The user's name who made the post. (If an admin post, page name will be seen here)
Social Network User ID: The user ID of the user on the corresponding social network.
Message Type: The type of message on Facebook. (Post is an original message, admin or non-admin, on the timeline. Comment is a message made in reply on any original post, admin or non-admin. Direct Message is a private message made to the page from a user.)
Message Body: The full content of the message.
Attachment Type: The type of attachment included in the message. (Link, Photo, or Video. Timeline Only)
Attachment URL: A direct link to the attachment. (Timeline Only)
Likes: Number of likes for Posts.(Timeline Only)
Comments: Number of comments made on a Post. (Timeline Only)
Reach (Impressions): The number of times your post was seen. (Timeline Only)*
Engaged Users: The number of people who clicked anywhere in your post. (Timeline Only)*
Talking about this: The number of unique people who created a story about your post. Stories are created when someone likes, comments on, or shares your post; answers a question you posted; or responds to your event. (Timeline Only)*
Shares: The number of times the post was shared. (Timeline Only)*
Virality %: The percent of people who saw your post and then created a story about it. (Timeline Only)*
Negative feedback: The number of times people took a negative action on your post (e.g. hid it). (Timeline Only)*
Link Clicks: If a link was included in the post, this is number of clicks that link received.
Read Status: The read status of the message. (Unread or Read)
Visibility Status: The current public visibility status of the post. (Visible, Hidden, or Deleted)
Assigned To: The name of the user that the message has been assigned to.
Label(s): Any labels added to the message.
Message URL: The URL on Facebook. (Timeline Only)
Involver URL: The URL in Conversation Suite.

Twitter:

Timestamp: The date & time of the message.
Channel Type: The type of channel. (Facebook, Twitter, etc. Twitter in this case)
Channel: The public name of the channel.
User Name: The user's name who made the post.
Message Type: The type of message on Twitter. (Tweet, Mention, or Direct Message)
Message Body: The full content of the message.
Retweets: Number of Retweets a tweet has received to date. (Not available for Direct Messages)
Read Status: The read status of the message. (Unread or Read)
Visibility Status: The current public visibility status of the post. (Visible or Deleted)
Assigned To: The name of the user that the message has been assigned to.
Label(s): Any labels added to the message.
Link Clicks: If a link was included in the post, this is number of clicks that link received.
Message URL: The URL on Twitter. (Not available for Direct Messages)
Involver URL: The URL in Conversation Suite.

* Page level reports and some per post metrics are not available on Facebook pages with less than 30 Likes, as dictated by Facebook Insights.

Skip to the next section to learn more about how to schedule and publish using the Conversation Suite.

To run user reports for your account, see our Reports section.

Click here to return to the main menu of Conversation Suite Documentation.

Message Filtering

Heather C. — Thu, 10 May 2012 11:13:44 -0700

Filters - VIDEO!

Default will display all messages from all channels in reverse chronological order. (no other filters at work)
Select from the below filter options to view only messages that fit that criteria.
Filter bar on left:

Folders (choose one)

All (read and unread)
Unread
Archived - Open up a message to unarchive from drop-down
Hidden – Open up a message to unhide from drop-down
Deleted

Channels (choose one)

Filter an authorized Facebook channel further to view Public (timeline) messages, Private messages (the envelope button), or All messages for channel.
Filter by an authorized Twitter channel further to view Public messages, i.e. Tweets or @mentions (the @ symbol), Private (Direct) messages (the envelope button), or All messages for channel.

Channel Type

Filter by Facebook or Twitter channels only.

Labels (May choose more than one)

Filter by Any Label or choose one or more labels from the list. When two or more labels are selected, only messages with ALL labels included will be displayed.
Labels listed in the filter bar are currently attached on a message. If you delete a label, you will no longer see that label in the list.

Assignment (choose one)

To see messages assigned to yourself choose "Assigned to Me"
To see messages assigned to another member of the account select their name.

Date Range

Choose a starting and ending date to see only messages received during that time period.

Skip to the next section to learn more about how to use these filters with our Data Export feature.

Click here to return to the main menu of Conversation Suite Documentation.

Message Actions

Heather C. — Thu, 10 May 2012 11:12:49 -0700

Actions - Open a message to perform any of the following - VIDEO!

Reply

Click on the Reply Icon inside the message pop up, or click into the Reply message box, type your message and click on the Reply button.
On Facebook, you will always reply from the Facebook page on which the original message from posted. (Cannot reply on Facebook pages of which you are not an admin.)
On Twitter, reply to any message received from any Twitter account you have added, just select which one from the drop down menu above the Reply message box.

Retweet or RT with comment (Twitter only)

From a Twitter channel (most likely a Twitter search) open a message for which you'd like to retweet.
From the drop down of the message pop up, select Retweet or RT with comment.

Retweet will publish the original tweet from your Twitter account as is with no edits or additions.
RT with comment will auto populate the message box with the original text of the tweet. Write any comments in addition to the original tweet. (Keep an eye on the character count to stay below 140 characters. The Retweet Button will disable if you go above 140 so you know immediately to edit your comments.)

Choose the Twitter account from which you would like to post when prompted.
Click on the blue Retweet Button when you are ready to post.

Like Posts/Comments

Open a message on which comments have been left.
Click on the "thumbs up" symbol that appears in the comment box to the right to like that comment from the page.

Assign

Click on the Assign Icon, or select Assign in the drop down to assign a post to another member of the account

Available assignees will be anyone with access to that channel
Include a message to specify why the message is being assigned to her/him.

Once assigned, assignee receives an email notification with message and link to the message within the Conversation Suite
Only the assignee can mark the message as complete
Anyone can reassign the message to another assignee

Delete

Click on the Trash Can Icon or select Delete in the drop down to delete a post or comments

If a post has comments on it and the original post is deleted comments are deleted automatically
If you only want to delete a comment, you can do that as well. Deleted comments will be shown with a red indicator circle to denote that it has in fact been deleted, however the original post has not.

Mark as Unread

From the drop down for the original message, click on Mark All as Unread to change the entire thread to Unread
OR from the drop down for the message or an individual comment select Mark as Unread to change only specific messages to Unread.
Note: you can also mark all messages from a specific channel as unread by filtering to one channel and then selecting Mark as Unread from the dropdown.

Archive

From the drop down of the original message only, select Archive to move a message to the archive folder

Message will be removed from the All stream. (Archive messages if you will not be taking any actions on that message, etc.)

Hide (Facebook only)

For any non-admin posts, from the drop down select Hide

Hidden messages will be moved to the Hidden folder and will not be shown on the Facebook page

Add labels (For original messages AND comments for Facebook)

Click on Add Labels below the original message in the message box, OR below a comment.
Enter label(s) and hit Enter to confirm a label, type more if needed
Click Save (can filter by these later)
Click on Edit Labels to remove/change labels then click on the (x) next to the label you want removed

View Internal Activity

If any of the actions above have been taken on a message there will be a Internal Activity button displayed at the bottom of the original message box. Click it to view an audit report of all actions taken to date.
Will also include a publishing audit. If the message was published through the platform, all publishing actions, i.e. Submitted by..., Scheduled by..., and Published by..., will also be included here.

Send to RightNow - If you are utilizing our RightNow integration and have entered your account info in the plugins section, you will also see a "Send to RightNow" option in the message dropdown.

To send a message to your RightNow account as a service request, simply click "Send to RightNow" in the dropdown. When prompted, confirm your request to send the message. When the message has been successfully sent, you will see a new activity in the internal activity section for this transaction.
Once the message has been marked as solved in RightNow, you will see a new activity in the internal activity section letting you know. You will also receive a notification email.

Skip to the next section to learn about your filtering options to narrow the content that appears in the stream.

Click here to return to the main menu of Conversation Suite Documentation.

The Monitoring Stream

Heather C. — Fri, 13 Apr 2012 10:31:44 -0700

Once your account is set up, you are ready to begin monitoring the content across your chosen channels! Here is an overview to help you navigate through your streams.

View Messages!

Click on the Monitor Button in the Menu Bar to view your content
You will see an aggregate of the message content from all of your channels with the most recent content at the top. (Infinite scrolling is activated when you get the bottom of the initial list to display more messages from further back in your channels' history)
"Unread" messages will appear in white with a blue indicator circle on the left of the message.
"Read" message will appear without a blue indicator and will be grey in color
Media is indicated in the Monitored Stream with a Link or Video symbol before the preview of the message
A Like and Comment Count for Facebook messages is indicated to the right of the message preview, and a Retweet Count will appear in the same place for Twitter messages.
To read a message click anywhere in the message preview to open it in the message viewer.

Use arrows on screen or your left and right arrows on your keyboard to navigate through all messages in list. Messages will be marked as read after this point. (Can be marked as Unread, see Actions section.)
Click anywhere outside of message viewer to exit back the the message list, or hit the Esc button.
You can also mark all messages from a specific channel as read or unread by filtering to one channel and selecting Mark all as Read or Mark all as Unread from the drop down at the top of the message list. (Note: this option is not available if you have selected All Channels.)

The blue indicator circle contains a number to indicate how many messages in the entire thread are unread

For Facebook this will indicate new posts on a page's timeline as well as comments on a post
For Twitter this will simply indicate a new Tweet from any of your Twitter channels or a reply to one of your tweets

If a new comment or reply is made to a message that has already a been read, the message will be moved to the top of the list with a blue indicator circle next to the message to alert you that there is a new message in a thread that you have already read.

When you open that message, only the new, unread message will appear with an indicator circle. IF there are multiple comments on that post, the message viewer will automatically scroll down to the unread messages for your convenience.

If new messages are received while you are in the platform you will be notified at the top of the message streams that there are new messages. Click on the notification to view new messages in the list.
Filter your messages using Filter Bar (For further information go to the Message Filtering section):

Unread, Archived, Hidden, Deleted
Channels

All, Public, or Private

Labels, Assigned to, Date Range

Click into a message to view all content, any comments, and click on any attachments.
View the number of "Likes" or "Retweets" (depending on the channel type).
View the number of Clicks that a link has received on your post. (Note: this metric is only captured for links that are attached when published through Conversation Suite, or shortened using the Shorten Links button in Conversation Suite. For more information on how to include links in your published messages, please visit the Publishing and Scheduling section of our documentation.)
If the message was targeted for a specific country, state/province, city, or language and published within the platform, those details will also be listed here.
Any labels that were added to a post either when published through the platform or later using the Edit Labels selection (will simply say Add Labels if none are present) from within the Streams section, will also be listed in this view.

Skip to the next section to learn about the actions you can take on your messages!

Click here to return to the main menu of Conversation Suite Documentation.

Quick Start Guide! Setup Steps

Heather C. — Thu, 12 Apr 2012 18:57:07 -0700

Congratulations you've been invited to the Involver Platform's Conversation Suite! For a quick orientation of the platform, watch this 5 minute orientation video to get acquainted with the platform.

Now that you have an idea of what the Conversation Suite can do for you, you can get started!

Check your email inbox for an email from notifications@involver.com where you will find a link to your Account and a temporary password. Copy and the password (careful to copy only the password and not any spaces on either ends) and then click on the link or copy it into your preferred browser where you will be prompted to log in. Follow the steps below to get your account set up and start!

**The below steps reflect the current available options in the Conversation Suite as of the date at the top of this page. When more features are added, the documentation will be updated to reflect those changes.

Set Up

To get started follow the steps below to change your password and name, configure permission settings, and set up your users and channels and you'll be able to start managing your channels' content.

Step 1: Log in using your temporary password - VIDEO!

Go to the drop down in the top right

Select Change Password

Paste in your temporary one and set your own

Select Edit (optional)

Update your Name if needed. (This is what will be displayed to other members of the account.)

Note also the remaining selections in this drop down:

Switch Account - If you have been added to a separate account you can click here to transfer from one to the next without logging in separately.
Help - Should you need any assistance, select Help to be directed to our Support page and find the answers you'll need.
Manage Apps -If you have been using our legacy community management tool, the Audience Management Platform, and are still managing your social applications there, this will link you directly to your account there so you can easily manage your Facebook applications.
Sign Out - Click here to log out of the account and return to the sign in state.

Step 2: Create/Setup Permissions - VIDEO!

Click on the Settings button
Select Permissions from the buttons along the top

Click on the + button in the Roles section to create Roles: A set of capabilities for different team members, can be applied to multiple members
Default Roles:

Admin: Can do everything
Non Default roles can be created using the following capabilities:

Non public facing actions

View
Assign
Label
Archive
Mark as Unread
Write post - (In the Publish tab, users can compose and schedule posts, however the message cannot be published until it has been approved by a user with publishing ability - See the Publishing and Scheduling section for more details)

Public facing actions

Publish Post
Reply
Hide
Delete
Like Comments

Click on the + button in the Teams section to create Teams: Groups of channels

Default Team:

Global - Includes all channels added to the entire account

Create your own team by giving it a name. (Once you add your channels you can add those channels to the teams of your choice immediately, can also be done the other way around. See Add Channels for more information.)
Name your teams
Add

Step 3: Add Channels - VIDEO!

Select Channels from the buttons along the top
Click on the + button
Select Facebook or Twitter

Facebook

Admin - authorize Involver to access your page

Conditional step: If you have requested multiple custom publishing signatures from your Contact at Involver, you will be prompted to choose which one you would like to have applied to the channel you are about to add.
Select the page from the drop-down

Non-Admin - enter page name or URL of any public FB page

Twitter

Admin - authorize involver to access your twitter account
Search - enter a search term (Go to Twitter/Search and click on Operators to see a full list of supported search terms)

Click on Add
Your Channel has been successfully Added.
Optional: Select a Team to which you want to add this channel and Click Add

Optional: Change channel Display Name

Select Edit from channel drop-down
Enter desired new name (Example: Change channel Display Name from Jack Daniels Dominican Republic to JD Dominican Rep.)

Optional: Change Publishing Signature App (Authorized Facebook Channel Only and must have two or more Publishing Signature Apps applied to the account)

Select Reauthorize form the the channel drop-down
Select the App from the drop down that you would like applied to this channel.

To remove a channel, click on the drop-down to the right of the channel you wish to remove and select Delete.

Step 4: Add Users - VIDEO!

Select Users from the buttons along the top
Click on the + button

Enter First and Last name and email
Optional:

Permissions: Role and Team (Can edit a user's permissions later by following the next steps)

Manage users and their permissions

Select Manage from drop down next to user's name
Edit current permissions

Select Edit from drop down the right
Select new role and/or team

Add a new permission to a User without removing current permission settings

Click on the + button
Select new role and team

Note: Only the users themselves will be able to change their own display names.

Step 5: Automation (optional)

Auto-label - setup an rule so that anytime specific keywords are mentioned on channels you are monitoring, they get automatically labeled.

Click on the + button
Choose a name for your auto-label rule
Enter keyword(s) - these are the keywords you want to search for across the channels you select in step 4. Ex: shoot, darn
Select the channel(s) - the keywords entered in step 3 will be searched for all the channels you select here. Ex: all channels you own
Select a label - every time the keyword(s) you entered in step 3 are found on the channels you entered in step 4, they will be auto-labeled in the streams section based on what you input here. Ex: Inappropriate
Click "Create"

Later, when you navigate to the streams section you will see messages auto-labeled based on the rule(s) you just setup.

Step 6: Plugins (optional)

Custom Bit.ly Integration - When using the Shorten Links button for URLs entered into the message box, your custom bit.ly will be used.

Enter the Bit.ly Username and Bit.ly API Key where prompted, and Save. To find your Bit.ly API key, log into your Bit.ly account and click here.

RightNow Integration - If you are also a user of Oracle's RightNow product, you can use our RightNow integration to send messages found in the Streams section into your RightNow account as a service request.

Enter your RightNow Username, Password, and URL identifier where prompted, and Save. If you are unaware of your URL identifier, please reach out to your RightNow contact.

You are ready to begin publishing and monitoring and your channels' messages! Skip to the next section to see an overview of how to manage your content streams!

Click here to return to the main menu of Conversation Suite Documentation.

Recent posts | Support

Reports

Reports - Pull reports for your Facebook and Twitter channels, as well as internal User reports.

Channels: Run Facebook and Twitter post level reports over a specific time range as well as Facebook page level reports.

Users: Run a report on the internal actions per user to track activity over a specific time range.

Album Publishing to Facebook

Album Publishing

Monitoring your published Album:

Video Tutorials

Orientation:

Login, Profile Settings and Support:

Permissions:

Channels:

Users:

Monitoring Actions:

Filtering:

Data Exporting:

Publishing & Scheduling:

Publishing and Scheduling

Publishing - VIDEO!

Data Exporting from Channels

Facebook Page level Reports: These reports can pull information up to 2 years prior from the date of export.

Post level Report:

1. From the Reports Tab - Reports will allow you to quickly pull a report of all content during a specific time frame for one of your channels.

2. From the Monitoring Stream - VIDEO! Filter down your message content from one channel and pull a report with only the content that has resulted after applying your filters.

Message Filtering

Filters - VIDEO!

Message Actions

Actions - Open a message to perform any of the following - VIDEO!

The Monitoring Stream

View Messages!

Quick Start Guide! Setup Steps