Frequently Asked Questions

What is Social.dog?

Social.dog is an online Customer Relationship Management (CRM) platform for managing your customer relations on social networks in a well-organized and effective manner.

What social media content is mined?

For now, only Facebook Pages are mined.

What access rights does Social.dog require on my Facebook Page?

You need to be an administrator on that Facebook page and allow Social.dog access to the page.

What information is required to start my free trial?

Only your basic contact and company details, no banking details will be required during the trial period.

The trial version can be accessed by clicking on the Free sign up button at the bottom of the home page.

When does my free trial end?

The trial period is only active for 30 calendar days.

Why does the website not display properly on my device?

It may be related to your screen’s display properties or the browser being used. See below for a list of minimum requirements.

Screen resolution: 1280x800 or higher
Supported browsers:

Mozilla Firefox: version 50 and above
Microsoft Edge
Microsoft Internet Explorer: version 11 and above
Chrome: version 56 and above
Safari: version 8 and above

Can I use Social.dog on my tablet?

Yes, your tablet will however need a screen resolution of at least 1280x800 as well as the latest browser version.

Why am I unable to log in to Social.dog?

It can either be related to lack of internet connectivity, incorrect log in credentials or an inactive Social.dog account. Here are some pointers:

Check that you have an active internet connection.
Check that your internet service provider isn’t experiencing any network related issues.
Make sure you are using the correct log in credentials (email and password). The password is case sensitive – make sure CAPSLOCK is off.
Ask your Social.dog account administrator if your account is still active, i.e. not locked out. An account will be flagged as locked out if you entered your password incorrectly multiple times.

How do I change/reset my password?

Select the Log In option from the home page. Now select the Forgot your password? link from the Log In popup.

How do I change my avatar?

Log in to the website, then select USER PROFILE from the menu. You can change your avatar and other account details here.

How do I deactivate a user account?

Only Social.dog account administrators can deactivate a user.

The logged in administrator must select MEMBERS from the menu. On the next screen, click on the user in the table that needs to be deactivated. On the next screen (DETAILS) uncheck ACTIVE.

Why am I not receiving my reports via email?

It can either be related to lack of internet connectivity, incorrect email address or the email flagged as spam by your service provider. Here are some pointers:

Check that you have an active internet connection.
Log in to the website and verify that your email address under USER PROFILE is correct (by default report will be emailed to this email address).
If an alternative email address was specified, verify this address under REPORTS > ENTER EMAIL ADDRESS
Check your spam or junk mail folder.

Why am I not receiving escalation emails?

It can either be related to lack of internet connectivity, incorrect email address, your operating hours or you may not be a team member. Here are some pointers:

Check that you have an active internet connection
Log in to the website and select OFFICES from the menu. Verify the OPERATING HOURS (escalation emails are only sent out during operating hours). If you are unable to access OFFICES ask your Social.dog administrator to verify.
Also, while in OFFICES, verify that you are listed under MEMBERS.
Log in to the website and verify that your email address under USER PROFILE is correct (by default report will be emailed to this email address).

Why are the escalation emails and out of office replies going out at the wrong time?

It is either incorrectly configured time zones or operating hours.

Log in to the website and select OFFICES from the menu. Verify the TIME ZONE and OPERATING HOURS. If you are unable to access OFFICES ask your Social.dog administrator to verify.

Why are the items in the queue escalating at the wrong time / not escalating?

Items only escalate during operating hours, verify that the correct operating hours and time zone were captured. To verify:

Log in to the website and select OFFICES from the menu. Verify the TIME ZONE and OPERATING HOURS. If you are unable to access OFFICES ask your Social.dog administrator to verify.
Verify that the WARNING and ESCALATION INTERVALS have values. From the menu select ACCOUNTS. Click on the ACCOUNT that needs configuring. On the next screen (DETAILS) enter the interval values.
If it is a public holiday, verify that the public holiday was captured. Select PUBLIC HOLIDAYS from the menu. Click on the country that needs configuring. On the next screen (OPERATING HOURS) capture the public holiday.

Why am I receiving escalation emails on a public holiday?

It may be that public holidays were not correctly configured. To verify:

Log in to the website and select PUBLIC HOLIDAYS from the menu. Click on the country that needs configuring. On the next screen (OPERATING HOURS) capture the public holiday. If you are unable to access PUBLIC HOLIDAYS ask your Social.dog administrator to verify.

Why aren’t the out of office replies going out?

It is either due to incorrectly configured time zones or operating hours. To verify:

Log in to the website and select OFFICES from the menu. Verify the TIME ZONE and OPERATING HOURS. If you are unable to access OFFICES ask your Social.dog administrator to verify.

Why are my posts, comments and messages not showing on the dashboard?

It may be due to an incorrectly captured Facebook Page. To verify:

Log in to the website and select ACCOUNTS from the menu. Click on the account name that needs configuring. On the next screen (DETAILS) verify that the correct Facebook Page was used. If you are unable to access ACCOUNTS ask your Social.dog administrator to verify

For more information about the dashboard, see the Quick User Guide.

How are items prioritised in the Social.dog queues?

Items are prioritised by a first-in, first-out model: The oldest item in the queue will be served first.

Why can’t I fetch the next post?

If your items aren’t loading, we recommend logging out of Social.dog. If you log back in and your items still aren’t loading, check your internet connection speed and that your internet service provider isn’t experiencing any network related issues.
Check if there are items in the queue.
Verify that you have the correct access assigned to your account.
Check that you are linked to an office.
Verify that you are associated with the correct team.
You can also try and update your web browser to the latest version.

Why can’t I see my team members on the dashboard?

It may be because you are not associated with the correct team. To verify:

Log in to the website and select TEAMS from the menu. Select the team that needs configuring. On the next screen (DETAILS) under MEMBERS verify if you are listed as a member. While in TEAMS verify that the other members are listed under the team. If you are unable to access TEAMS ask your Social.dog administrator to verify.

For more information about the dashboard, see the Quick User Guide.

Why am I unable to reply privately on certain posts or comments?

The social network user must first initiate a private conversation with you before the reply private option will be available on his posts and comments. Any post or comment made after the initial private conversation will have the option available to reply privately.

Can I approve my own items that I worked on?

No, users cannot approve their own replies on items.

What is the billing schedule?

You will be billed on the 20th of the month. If no payment was received by the 5th of the following month, your account will be disabled. Your data will be kept for 90 days where after it will be deleted.

Do you require assistance with a topic that was not covered in this section? Contact us on support at social.dog.