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Troubleshooting Missing Social Posts in Your Roster Campaign
Troubleshooting Missing Social Posts in Your Roster Campaign
Libby Serra avatar
Written by Libby Serra
Updated over a week ago

If you find that certain social media posts are absent from your Roster campaign, there are several factors to consider when diagnosing the issue:

  1. Source of the Post:

    Roster's social listening capabilities currently cover Instagram, Facebook, TikTok, and Twitter platforms. The posts Roster captures are primarily feed posts, which are directly published to a user's profile. Note that content like Stories, Instagram TV, and Facebook Reels cannot be tracked through social listening but can be added via external links.

    NOTE: With Instagram stories, if the ambassadors have connected an Instagram professional account with a Facebook Business page Stories will be able to be pulled in automatically. (See this article here)

    For other content types, such as Pinterest pins, YouTube videos, or blog posts, you can include them manually by providing the relevant web link. However, it's important to note that reporting and statistics are only available for Instagram, Facebook, TikTok, and Twitter due to their limited API accessibility.

  2. Post Verification:

    When investigating a missing post, ensure that the ambassador has correctly tagged the brand's official social profile (those linked within Roster) in their post. This tag can be in the caption or within the media content.

    Moreover, the campaign's designated hashtag must be present in the caption (not hidden in comments) for Roster to identify and include the post in the report.

  3. Ambassador Account Validation:

    Confirm that the ambassador's posted content is associated with the same social account they have connected within Roster. This alignment is essential for a successful ambassador campaign.

    To prevent any confusion, double-check for any duplicate contact profiles within Roster. Simply search for their @handle within the "All Contacts" section to ensure consistency.

    Occasionally, Facebook's API limitations might result in the creation of duplicate profiles due to security restrictions. If this occurs, search for the duplicate and merge them by adding the same social handle to both profiles. The system will consolidate them during its nightly processing. (Learn more about this here)

    For smoother Facebook integration, it's advisable to encourage ambassadors to authenticate their Facebook accounts. This step allows the system to directly read their posts without hitches.


By following these steps, you can effectively troubleshoot and address missing social posts within your Roster campaign.

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