How do I compare my campaigns on different platforms side by side?
To view Twitter and Facebook performance at the same time for example, use My Analytics. Compare metrics from different social profiles side by side using tiles. You can create tiles that display graphs of multiple data series, or that display them in a table.
Which metric is for new Facebook fans?
To view new Facebook fans, use the Page Fan Adds metric. This is comparable to New Followers on Twitter, Instagram, and LinkedIn.
Why is my Competitor report not loading?
The Competitors real-time report is prone to being blocked by certain firewalls. If you click Run Competitor Report, but the report never loads, try switching to a different WiFi network, or reach out to your IT team.
Another possible reason it won't load is if the @ symbol is included before a Twitter handle.
How do I analyze post performance for a specific campaign?
To organize your posts by campaign, filter for a common element in Browse Content. For example, each campaign post could contain a specific hashtag, keyword, or link, or you might have set up tags for the campaign that you can filter for.
Why are my Facebook metrics in My Analytics different from my metrics in Filter and Browse Content?
Facebook has a post-level API and a Page-level API. Hootsuite Impact pulls metrics from both of these.
My Analytics, ROI Analysis, Insights, and Recommendations metrics come from Facebook’s Page-level API. This means that Facebook metrics are aggregates from all the posts on the Page posted within the selected date range.
Browse Content and Filter Content pull Facebook metrics from the post-level API, so metrics are reported per post, on all posts published within the selected date range.
How do I invite new users to Impact?
Invitations to new members are sent out by the Hootsuite team. Please reach out to your customer success associate/manager or Hootsuite Enterprise support to complete this request.
I added a new connection, but I’m not seeing it anywhere. Where is my data?
When a new social network is connected, it then needs to be configured to your account on the back end. Please reach out to your customer success associate/manager to start the process.
Why is my data not showing up in my dashboard anymore?
If your social data has stopped populating, it likely means the connection to the social network needs to be reauthenticated. Click the drop-down menu in the top-left corner and then select Notifications to check for connection issues that need to be resolved. See Reconnect a social network to resolve the connection.
Why won’t my report export?
There is a 500 row limit for exports. Files will not export if you have more than 500 rows of data. Filter your report into smaller chunks to export it by month, for example. The exception to this is Facebook data in Browse Content, which has an export limit of 2000 rows.
How long is data stored in Impact?
Any data that you own is stored indefinitely for the duration of your contract, starting 30 days prior to the initial connection. Competitor data is stored for 90 days.
What happens when someone removes a like or comment on my post?
The update will be reflected accurately in Impact as long as it gets refreshed properly through the social network’s API.
Why am I not seeing all my ads and boosted content in Browse Content?
It’s possible that the ad account that boosted your post isn’t connected to Impact. If an agency created your ad for you, for example, with a different ad account, the ad will not show up in Impact.
To verify the correct account is connected to your dashboard
- Navigate to your ad account at business.facebook.com/ads/manager and locate the boosted post. The ad account number for that post will be in its URL. Confirm that it matches the ad account connected in your Impact dashboard.
- In Impact, click the drop-down menu in the top-left corner, select Account Settings, and then click Add Connections. Your connections will be listed, including ad account numbers. Confirm that the ad account number matches the number from your post URL.
If the correct ad account is not yet connected to your Impact dashboard, follow these steps to connect it. If an agency owns your ad account, contact our support team to help you get it added to your dashboard.
I'm signing in, but the dashboard just loads forever. What's wrong?
If this is the first time you are signing in to your account, it means your account is still being set up on the back end. You should be notified within 24 hours when your account is ready to use.
How do I add or remove team members from our account?
Please contact our support team, and they will be happy to assist you in managing the users on your account. To add a new user we will need their email address and the dashboards they should receive access to.
Where can I see link click metrics for my posts?
Click on a post in Browse Content to see the post detail view. Link clicks are under the Intent tab of the Post Analysis.
How do I change my password?
On the sign in page at https://impact.hootsuite.com/signin, click Forgot your password. Enter your account email address, and then click Reset password.
How is the Current Engagement Rate in the Real-time Report calculated?
The Current Engagement Rate metric for Facebook is calculated by dividing Talking About Us by Fans.