Welcome to your go-to-guide on the Meltwater Engage. The article below walks you through the process of initially logging into through to posting to your social profiles. Read below to learn more!
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The initial set up of your account is coordinated by your Account Representative who'll request a list of users who'll be managing your social profiles. Once initiated, a new icon for Engage will become visible only for those users.
The users with permission to manage your social profiles can be updated at any time. Please follow these steps to update users permissions:
Go to Account
Select Manage Users
Select an existing user or create a new one.
Under Engage - Select "Admin"
Select Save user.
Now you'll need to assign those users to the social profiles they'll be managing, navigate to the Owned Connections page.
Hover over the social profile you would like to assign and select the three-dot menu. Select Assign Users. OR click the "+" under assigned users.
Select the users who should have access to this social profile and click OK.
Repeat steps 6 and 7 for each social profile.
Only users who have been assigned to the social profiles have the ability to:
be assigned a conversation from that profile to another user
approve a post in Publish from that social profile
Users who have not been assigned to a profile will not be presented as a selection option. Learn more about how to assign users to social profiles here.
Linking your Social Profiles
The Social Profiles you'll be managing with Meltwater Engage can be added under Social Connections within your Settings, these are saved as Owned Connections. Please see the Owned Connections page via this direct link here.
Social profiles which are saved under Owned Connections are profiles your users can publish content to, while those saved under Monitoring Connections will enable social listening with your social media search folder.
You will need to connect your social profiles before you can select tabs within Engage and users must be assigned to your profiles to be able to manage the content.
Please see these further guides to connecting your social profiles and how to assign users.
Protips for connecting your profiles:
Ensure the user connecting the profiles is an Administrator of the Facebook, Twitter or Instagram profiles being added.
Using an Incognito mode web browser can help to ensure there aren't any other login credentials interfering with the connection process.
If you have multiple Facebook pages to be connected to, please use the Select All option within the pop box, instead of selecting an individual page. This includes Facebook pages which have already been connected.
Overview of Engage's main features
Conversations: Includes the content streams from each of your connected channels. For further details into each option within the Conversations tab, please review this article here.
Publish: Includes creating new posts, scheduling and reviewing the schedule calendar for all the posts created within your Engage platform.
Please note that if you are also publishing on the native platforms, these posts will not appear in your calendar. For further information, check out the article here.
Social Analytics: With Analyze, Social Analytics allows you to measure the success of your owned accounts. Drill down to specific social channels, or review a brand summary with a comprehensive group report. You can also export reports to a CSV or PDF document to share with teammates.
For further details in the reporting metrics and the definitions of insights within the following report pages, please review this article here.
Looking for the definition of a feature within your reports? Check out our Learn the Social Analytics definitions article for all definitions and frequency of updates!
Posting to your Social Profiles
Within Engage, all scheduling and posting options are available within the 'Publish' tab.
To create new social posts, please review this 'how-to' article here.
Each social platform also has individual posting requirements, to learn more about your options with each social platform please review this article here.
Frequently Asked Questions
Can we track our connected accounts Instagram stories?
Yes! For all business connected Instagram accounts from the time of connection forward. Metrics such as Completion Rate, Tap Backs, Tap Forwards and Exits are available in Instagram and Cross Channel reports under Top Performing Stories and Top Performing Posts
Can we access historical / retrospective data from connected social media accounts?
Yes! When you connected owned social channels to Social Analytics, you will receive 400 days worth of insights data for Facebook, Instagram, and LinkedIn. Twitter data is moving forward from the time of connection only. The difference in data for Twitter compared to Facebook, Instagram, and LinkedIn is due to API polling limitations.
What is the difference between Impressions and Reach?
Impressions is the number of times a post is viewed. Reach is the number of unique views. E.g. If a post gets 100 views, some of the same people viewed the post twice, it will de-dupe this count. So if 20 people saw a post 5 times the Impressions =100 Reach = 20. For more information see our Social Analytics Metrics guide
Do the Social Analytics metrics include paid and organic results?
Yes - if you want to see the breakdown head to Top Performing Posts (near the bottom of the Social Analytics reports) and click a specific post.
Can we @tag users/pages in Publish?
Twitter - Yes, with a pop up
Instagram - Yes, but with no pop-up, ensure the handle is exactly right
Facebook - Yes, but only able to tag pages, not specific profiles
LinkedIn - Yes, you can tag pages and specific profiles
NOTE: Due to a product update if your Linkedin Profile was connected before August 10, 2023 you must reconnect on the social connections tab before ANY LinkedIn mentions will work.
Why do some metrics not include today’s data?
Most metrics will update once every 24 hours. Some metrics, several times during the day based on availability.
After connecting my Social Page to Engage, does Meltwater get access to my Data? Does this connection expire?
Connecting to Facebook or Instagram does not give Meltwater access to post, engage or modify the connected account in any way, it’s read-only access to public data.
Connections on this page last anywhere from 60 days (Instagram) to 1 year (LinkedIn, TikTok) at which time they must be reconnected. However, some connections do not expire at all, such as Facebook, Twitter, YouTube, and Google Business. Meltwater will send users a reminder when a connection is about to expire. This will not affect your Facebook usage on any other website or your personal use in any way.
Why does it sometimes take a while for pages in Engage to load?
The amount of data being pulled into Engage can cause pages to load slower than normal. The more data you bring in, the harder it is on our systems to load at the pace you are used to.
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