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Why don't I see a post or article reflected in a stream?

You're looking for a post but can't find it anywhere?

General

You must add a query to a stream to load messages into a stream. A query contains keywords to make sure you see relevant messages.

In a webcare stream, there are different trays where you move messages to. Moving a message happens as soon as you use a handle button in a message such as reply, finish, save etc. This gives the message a different status and moves the message to another tray.

If the message is not in one of the status boxes it may not be in the stream because the search is not correct. To check and adjust this take the following steps.

Step-by-step guide

  1. Go to the stream settings by clicking on the cogwheel.
  2. Click on the name of the query to open it.
  3. Make sure the keyword is in the search query.
  4. Complete the search if necessary and save it. You can find more explanation on how to set searches here.

In Quick Search, you can quickly and easily search for a message/article you are missing . Then open the article screen and type/paste the first words of the message/article you are looking for. If the article did get indexed, you will see results at the bottom of your screen.

Tip: If necessary, adjust the time period to the publication date of the missed message/article.

Direct Messages Instagram

You are not receiving Direct Messages (DMs) from Instagram. There are two possible reasons why you are not receiving Direct Messages in your environment.

  • Possibility 1: Permission has not yet been granted in the connection between Spotler and your Instagram account. Below, we will explain how to grant this permission.

  • Possibility 2: You have not properly set up the option to receive requests. We will explain below how to configure this setting.

Steps for Possibility 1: Granting DM Permission

  1. Give external apps (such as OBI4wan) access to Direct Messages via the Instagram app.
    Follow the steps below in your Instagram app to enable access for third-party apps.

      • Switch to the relevant profile/account in the Instagram app.
      • Tap your profile icon at the bottom right.
      • Tap the context menu (three lines) at the top right.
      • Tap Settings > Privacy > Messages.
      • Under the 'Connected Tools' section, enable the option to grant access to messages.
  2. (Re)connect your Instagram Business account(s).

    To load and respond to Instagram Direct Messages, it is necessary to reconnect the Instagram account(s). This can be done via this page. You do not need to remove the existing connection first; when you reconnect, we will automatically overwrite the old connection. Note that if you remove the account, you will also delete data!

    Note: Under 'Permissions', you need to specify again whether only you have access to this account, or if the account will be available to one or more roles.

Steps for Possibility 2: Receiving Requests

  1. Log in to www.instagram.com/direct/inbox and navigate to 'Requests'. Here you will see that you have pending requests from people who want to reach you, but these have not yet been indexed because you have not given approval.

  2. You can disable these requests via the settings. Navigate to Settings > 'Retrieve messages and responses' and select 'do not receive requests' to stop receiving requests, so conversations will directly enter your environment.

Messages LinkedIn

With LinkedIn, we are only allowed to retrieve data from LinkedIn accounts linked to Spotler Engage. So if you do not see any data from a certain page or group, we are not allowed to retrieve this data. In addition, we are not allowed to retrieve data from personal LinkedIn, Instagram or Facebook accounts.