FAQ

About

What is CloudSocial?

• The Dashboard will provide you an overall view of your Brand’s activity across key parameters.

• Publish allows you to create or upload posts across channels. With a Calendar feature which gives the flexibility post at different times and repeat posts as per your requirement.

• The Sentiment Analysis will help you understand what your consumers are saying about the brand and respond appropriately.

• Using Powerful Reporting and Analytics to get insights to plan your next strategy.

• We have Round-the-clock support to assist you anytime you need our help.

• The Omnibox which will allow you to respond to any incoming mentions across all the social media channels available on the platform including email. The workflows will help the team to respond more efficiently. With us you can also Publish, Listen, Respond and Analyze your Post and Ads.

	Silver Best suited for entrepreneurs, small businesses and freelancers
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
	Start free trial

	GOLD Best suited For Brands
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
	Start free trial

	Platinum Best suited For social, digital & marketing agencies
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
	Start free trial

	Silver Best suited for entrepreneurs, small businesses and freelancers	Gold Best suited for brands	Platinum Best suited for social media and digital agencies
Publish
Posting Rich Media Content
Bulk Media Upload
Tagging
Recall Post
Global Time Zone Selection
Audience Targeting
Social Calendar
Insta-Alerts via Email
Create Content Instantly with Crello
FB Ad Manager
URL Shortner
ORM - Omnibox & Respond
Omni Social Channel + Email Inbox
Collaboration
Respond with Status – Open, Assigned, Close, Soft Close, In Progress, Ignore, Save as Draft
In Mention Search
Filters – Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to XLS, PDF & Share via Email
Listen
Keyword search across select social channels
Filter Mentions by Date Range, Respond Status, Social Channel, Ticket Status, Sort by Oldest/Newest
Export to CSV, PDF
Reports & Analytics
Unified Dashboard
Social Channels Report
Analytics
Sentiment Analysis
Support - 24*7*365
Email
Chat
Call
	Start free trial	Start free trial	Start free trial

What kind of support do you provide?

We take supporting you very seriously. Should you need any help in configuring or using CloudSocial we are there to support you. You can reach our support team through the Support Tab inside of CloudSocial. You can raise a ticket, chat or send us an email. We are open 24x7x365 days a year. This is across all our packs.

Let’s Begin

Let’s Begin guide will help you set up your CloudSocial account. You are just some easy steps away from managing your social media profiles all from one place. Open your CloudSocial account in another tab and follow along.

1. Creating Users
2. Connecting Social Account or Adding Brands Social Profile
3. Publishing your first Post
4. Managing your post queue with our CloudSocial Calendar
5. Making sense out of the Reporting and Analytics section.
6. Responding to incoming mentions (all incoming messages across the different social channels or email, are called mentions in CloudSocial) in the Omnibox.

Adding Users:

Once you’re logged in, you can create user by following the points mentioned below:

1. Hover your mouse cursor to the “Account” option available on the left side of your screen and click on “Create User”.
2. You will be directed to the “Add User” page.
3. Fill in the required details (First Name, Last Name, Mobile Number, Email ID)
4. You can set or assign a role to the user as per your requirement by selecting an option from the drop-down list. (The number & type of roles are Pack dependent.) Back Office, Brand Manager, Marketing, Analytics, Agency Manager and Agent
5. Only in case of Agent select the channels which you wish the Agent should have access to (Facebook Profile, Facebook Page, Facebook Ad, Facebook Group, Facebook Messenger, Instagram Business Page, Twitter Profile, Twitter DM, LinkedIn Business Page, YouTube Channel Page, Email). For all other roles it is automatically selected.
6. You can set a temporary password for the new user. (Note: The user can change their password later once they login.)
7. Click on the “Submit” button.

You can check the number of users and recently added user info which will be visible on the right-side bar widget under the “Recently Added” section.

Connecting Social Account or Adding Brands Social Profile :

Once the users are successfully added in the tool. Now you need to add your Social Channels/ Brands.

Hover your mouse cursor to the Listen Account option available on the left side of your screen and click on “Brand Creation”.

1. Wherein you need to set the “Brand Name”.
2. Add social media channels by clicking on the social media icons available and enter your profile details to add the account.
3. You can also assign a specific agent to the brand.
4. You can assign all roles to a brand
5. You need to select the industry type from the drop-down list
6. Click on the “Submit” button.

You can connect multiple social media profiles with CloudSocial. The number of profiles you can connect depends on the plan you have chosen.

Steps to add Facebook Page or Profile or Group or Ad Manager:

Steps to add LinkedIn Business Page:

Steps to add YouTube Business Channel:

Publishing your first Post:

Hover your mouse cursor to the “Publish” option available on the left side of your screen and click on “Post”. If you want to create a New Post.

1. Click on “New Post
2. You set the “Campaign Name or Title” of your post.
3. You can select an image from your system or type an image or GIF URL
4. You can write more about the post in the text section
5. In case if you have multiple brands, you can select the specific brand from the drop-down list for which the post is being published.
6. You can also set Tags (if required)
7. Further you can also set:
8. Privacy Status for YouTube (Public, Private or Unlisted)

Click on Publish -> PostCreate a PostYou need to click on “Create Crello” available at the Top-Right corner of the TextboxYou need an account to start your designing in CrelloKindly register an account and if already registered kindly Login.Design the post as per your desire.Click on “Save”

• Audience on Facebook (Public or Restricted)
• If restricted, then age limit for the post viewers option will become available.
• Location
• Action (Whether to Publish Now or Publish Later by saving it as a draft)
• Setting up recurrence for the post and recurrence date range. Daily – will publish the post daily, Weekly – will publish the post on that day of the week every week, monthly – will publish the post on that date of the month every month and annual will publish on that date of the year every year, kindly note when setting up recurrence please ensure that the validity of the pack is till that date.
• Setting up the Time Zone, Date and Time.
• Then you can save it or send it for approval before publishing (this functionality is available in the Platinum pack).

What is Pixabay?

Pixabay is a vibrant community of creatives, sharing copyright free images, videos and music. All contents are released under the Pixabay License, which makes them safe to use without asking for permission or giving credit to the artist - even for commercial purposes.

How to use Pixabay with CloudSocial?

User can access Pixabay content by clicking on Pixabay button placed on the Publish screen. User may select the desired content and download it. This downloaded content may be attached with the publishing post.

How do I use Crello?

You can create Images and Animations for Social Media in Minutes. You can save time on design with the integrated feature Crello. Need new content to post to your Facebook, Instagram, YouTube or Pinterest? Create an image and post it to your pages right away. No design skills necessary.

1. Click on “New Post
2. You set the “Campaign Name or Title” of your post.
3. You can select an image from your system or type an image or GIF URL
4. You can write more about the post in the text section
5. In case if you have multiple brands, you can select the specific brand from the drop-down list for which the post is being published.
6. You can also set Tags (if required)
7. Further you can also set:
8. Privacy Status for YouTube (Public, Private or Unlisted)

Scheduling a Post

By clicking on the ‘Publish Later’ option, you will be able to schedule a post later. You can select the location, time zone, date and time for publishing that post. If you want to repeat this post over a period, select the type of recurrence and date range.’

Saving posts as drafts

We understand that, at times, you would like to draft your posts and review them later. This practice will help you avoid errors. Also, you might find a nice piece of content and wish to save it for later.

Hence, CloudSocial provides you with an option to save posts as drafts.

You can save your drafts by following the steps mentioned below:

Click on Publish -> Click on Post -> Create a Post -> Fill in the required details -> Select the status “Save As Draft” -> Click on Save

Now your post is saved, and you can view it later under the History Tab.

Managing your post queue with our CloudSocial Calendar

Whether you have chosen to publish content now or scheduled it for later, you can view all of them in our Calendar. With this utility you can have an overview of the scheduled posts by day, week or month across all social media channels in a single view.

CloudSocial calendar allows to schedule your Post/ Ads and keep a track of it. You can find the Calendar under Publish. You can check the post information by just hovering your cursor on a post where you will find a detailed information about the post. Social Calendar helps you edit and reschedule your post. It gives you a view of the post which are set in queue to keep a track of your post.

1. Title of the Post
2. If a recurrence is set, then A.Start Date, B.End Date, C.Type of recurrence – Daily, Weekly, Monthly, Annually with the timestamp.
3. Publisher Name
4. Approver Name
5. Status of the Post
6. Attachment (If any)
7. Recall option
8. An option to delete or pause (If recurrence is set)

From Calendar you can check the status of your post on:

1. Daily basis.
2. Weekly basis.
3. Monthly basis.

Post Title with set colours define the status of the Post.

Approved and Publish ---- Reject

Waiting for approval ---- Sent

Resumed ---- Paused

You can easily identify the posts which belong to different account. As we have an iconic representation of the platform before the title of the post.

Post Generating an Error

You might get an error while publishing a post due to the following reasons:

• The posts have been rejected by the particular social platform. In such scenarios, you can check the error message, which is populated when you submit the post, you can fix the content error and then post it at the instance or set the recurrence for the post.
• You might have accidentally violated the terms and conditions of a particular social media site and hence, you aren’t able to publish any posts for that account.
• You might have exceeded the character limit for a post (e.g. Tweets can be of up to 280 characters only). You can check the character limit for different social media networking platforms.
• You might have uploaded some image or video which is larger in size or it might be in a different file format which the social networking websites may not support. You can check the list of the files size and format which are supported on different social platforms.

Account

Sign Up and Login to CloudSocial

Visit the website: https://www.cloudsocial.io/

1. Enter your email address through which you wish to register You can set the password as per your desire (The password must be 8 character long. One caps, one number and one special character.)
2. You need to click on the check box and accept the Terms and Conditions
3. Kindly perform the Google Captcha test “I am not a Robot”
4. Click on “Register Sign Up“
5. You will receive a pop-up message “Registration completed successfully.
6. Click on “Login”
7. Enter the Email ID and Password.
8. Click on the “Login” button.
9. Once you logged in You will be directly logged in and then you need to complete the Profile setting by filling the required data.

How do I reset the password of my CloudSocial account?

Forgot your password or willing to change it for security reasons. Resetting a password is very simple. Kindly follow the given steps in the exact same order:

Visit the website https://app.cloudsocial.io/accounts/Login

1. Click on the “Forgot Password?” option available on the login page.
2. Enter the email ID which you used for the registration.
3. Click on “Send Reset Link”.
4. You will receive a message “Password reset link has been sent to your Email ID.” You need to check your email where you will receive a link to change your password.
5. Click on the link which will direct you to the page to set the new password. Set the new password as per your preference, the password must be 8 character long. One caps, one number and one special character.
6. and click on the “Submit” button.
7. You will receive a pop-up message “Password updated successfully and click here to login”
8. Kindly click on the login link and enter your registered email ID and password
9. Click on the “Login” button.

Omnibox

If you are handling multiple social media profiles, you know how much time it takes to juggle all of them while also actively participating in every conversation on each Page.

Hence, CloudSocial has come up with a solution – Omnibox – an inbox for all your conversations.

What is Omnibox

Omnibox is a destination where you will be able to access and respond all the mentions and tickets coming from the social media channels which are currently supported by our platform. Following action can be performed under Omnibox:

Function in Omnibox

Omnibox is a destination where you will be able to access and respond all the mentions and tickets coming from the social media channels which are currently supported by our platform. Following action can be performed under Omnibox:

• You can search any specific ticket mention or keyword in Omnibox
• You can search any specific ticket mention or keyword in Omnibox
• You can arrange it by Newest first, Share type and Priority.
• You can export the data in XLS and PDF format or directly mail the selected data.
• An agent can assign mentions to his colleagues who are mapped in the system.
• Reply to comment on Facebook Page, Instagram business Page, Twitter profile, LinkedIn Business Page and YouTube channel page
• Reply to inbox message on Facebook Messenger and Twitter DM
• Reply to Email
• Reply to messages on Facebook, Instagram and Twitter
• All users can assign (FYI/Approve) mentions to his colleagues/superiors within the same brand

Message with set colours define the status of the messages.

Approve --- Other Feedback

My Commen ---- Regular message

Mention Management in Omnibox

A mention can be assigned by the following options:

1. Role based.
2. Email.

Role based

In this option the agent can only assign the mention to the user/role who have the access to the Omnibox.

• In Silver pack agent and Super Admin can assign mention to each other
• In Gold pack all users including Agent, Super Admin and Brand Manager can assign mention to other Agent, Super Admin and Brand Manager
• In Platinum pack all users including Agent, Super Admin, Agency Manager and Brand Manager can assign mention to other Agent, Super Admin, Agency Manager and Brand Manager

Email

In this option the user can email the mention information to all the user working under the same Brand.

Category under the Role based option

Under the role- based option the mentions can be assigned either as an FYI or as an Approval.

• If it’s assigned as an FYI, then no revert is expected from the recipient.
• If it’s assigned for seeking an Approval, the workflow is as follow:

1. The agent can only seek an approval from the role who are authorized to approve.
2. The Approver has 3 options with regards to each case either he can approve, or approve and respond himself, or he can add his comments or thoughts with regards to the case.
3. Once an approver has responded with his comments to the case, it will be available to other approvers under the “My Comment” filter and to agent under “Others Feedback” filter.
4. Neither agent nor approver can respond to the mention till the approver approves Once it’s approved either the agent or the approver can reply to the mention.

Setting priorities to the mentions

Yes, we can set the priority to a mention depending upon the criticality. The priority option available are as follow:

• High
• Medium
• Low

• You can set Tags to the incoming mentions
• You can set emojis to the incoming mentions
• You set different status to the mentions (Response, In-Progress, Soft-Close and Ignore)
• You will be able to view the Current Message, Current Status of the Related Post, Chat History, Post Traction, Basic Details and Social Media Profiles.
• You can customize your tags in the brand creation section

1. Click on link Manage Your Orders in the Email
2. You will be redirected to Fast spring website
3. Enter your registered email Id for confirmation and click on continue
4. Open the email received and click on “Manage your Orders”
5. A dashboard will open

1. Click on link Manage Your Orders in the Email
2. You will be redirected to Fast spring website
3. Enter your registered email Id for confirmation and click on continue
4. Open the email received and click on “Manage your Orders”
5. A dashboard will open
6. Customer can manage their credit card detail

- Africa
- Americas
- Asia
- Europe
- Oceania

1. Click on link Manage Your Orders in the Email
2. You will be redirected to Fast spring website
3. Enter your registered email Id for confirmation and click on continue
4. Open the email received and click on “Manage your Orders”
5. A dashboard will open
6. Customer can manage their credit card detail

1. Click on link Manage Your Orders in the Email
2. You will be redirected to Fast spring website
3. Enter your registered email Id for confirmation and click on continue
4. Open the email received and click on “Manage your Orders”
5. A dashboard will open
6. Customer can manage their credit card detail

1. Click on link Manage Your Orders in the Email
2. You will be redirected to Fast spring website
3. Enter your registered email Id for confirmation and click on continue
4. Open the email received and click on “Manage your Orders”
5. A dashboard will open

1. Hover the cursor on the top right corner for Profile Settings
2. Click on Role Editing option
3. Select the user you which to assign a Pseudo name
4. Enter your desired Pseudo name under “Role New Name”
5. Click on “Update Name“ Button.

1. Hover your cursor on the top right corner under your Profile name.
2. Click on change the password option available in the list
3. Enter the Old Password, New Password and Confirm New Password.
4. Click on the Update Password Button

• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Safari
• (Internet Explorer is no longer supported by Microsoft, thus we no longer support it either.)

• Google primary DNS: 8.8.8.8.
• Alternative server: 8.8.4.4.

• Facebook Profile
• Facebook Page
• Facebook Ad Manager
• Facebook Group
• Facebook Messenger
• Instagram Business Page
• Twitter Profile
• Twitter DM
• LinkedIn Business Page
• YouTube Channel Page
• Email

• like a page
• post on the page
• like a post
• comment on a post
• share a post
• answer a question
• RSVP to a page’s event
• mention the page in a post
• mention the page in a photo
• check in at a place
• share a check-in deal
• like a check-in deal
• write a recommendation
• claim an offer

Can I add a protected Twitter account?

If you decided to protect your own Tweets, they will still synchronize within CloudSocial. However, if a user you don’t follow mentions you in a protected Tweet, it will be impossible for us to synchronize it.

1. “This page/account is deactivated.” Why do I see this message? What does it mean? [Bot]. You will receive this message when your trial has expired

Keyword search

Search for words or phrases related to your products or services. The power of keyword research lies in better understanding your target market and how they are searching for your content, services, or products.Keyword research provides you with specific search data that can help you answer questions like:

1. What are people searching for?
2. How many people are searching for it?
3. In what format do they want that information?

You can enter the keywords your wish to get the result of into the keyword search bar to discover average monthly search volume and similar keywords. With the help of this data you can target the audience better.

The Keyword Search bar can be found in Listen under Brand Creation Set Keywords. You need to select the appropriate brand and set the keywords as per your desire. All the keyword search results will be reflected under Omnibox and using the different filters to zero in on what is of interest including In Mention search available in the Omnibox section.

---

• Click on Publish - > Post
• Create a Post
• You need to insert the lengthy URL in the Textbox.
• A button to shorten the URL will be displayed below the Textbox.
• Click on Shorten URL

1. Hover your mouse cursor to the “Publish” option available on the left side of your screen and click on “Ad”.
2. You can select the category of the campaign as in (Link Clicks, Reach, Post Engagement)
3. You can set the campaign name.
4. Then you need to select the Ad Account Name (Use your own name or the name of the business you’ll advertise. You can change this later).
5. You can set the Audience Type (Location, Age, Gender, Languages)
6. You can set the Budget on (Daily/ Lifetime budget) with the Start Date and End Date.
7. Click on the “Proceed” button.

1. Select your Business Account
2. Select Business Settings
3. Select People and Assets – People
4. You can check your role(s) on the right side

1. Go to Business Settings
2. Select Accounts and then Ad accounts on the left
3. Choose corresponding ad account
4. Click on People tab
5. Make sure you’re listed among the people managing given ad account