FAQs - Management Configuration – Blip | Blip Help

Index:

I've changed the names of my social media pages. Can I update them on the STILINGUE platform without losing conversation history?

Yes. To update the username on the STILINGUE platform without losing conversation history on social media, the user with administrator access to the pages on both the social media platform and STILINGUE should remove the pages in My Connections and then add, link, and activate the pages again.
Important! In the case of Instagram, there will be an impact on conversation grouping by users. This happens because on this platform, comments are grouped according to the username of the person making the comment and are linked to the page's username. As a result, old conversations by certain users will not be grouped with new conversations made after the page's name change. However, on Facebook and Twitter, conversation histories will not be affected.

How do I delete my account?

To remove an account, click on "Manage active account", and then select "Delete account."

How do I add a new user to the account?

To invite a new user to access your account, go to the "Manage Active Account" menu in the upper right corner of the page. This action can only be performed by a Master or Administrator of the panels.

Look for the "Share Active Account" section, include the name and email of the user you want to add in these fields, and send the invitation. The user will then receive an email containing an invitation to log in to STILINGUE.

Guests have operator permission by default, and the Master can change the level of access for users through the "Manage Permissions" area.

But if it's necessary to make any of these users Masters, this service is done internally. After the user creates their login on the platform, simply send their email to our contact at liberacoes@stilingue.com.br , and we will proceed with the change via email.

How do I reconnect my proprietary pages in STILINGUE?

Before showing how to perform this operation, it is essential to highlight that this procedure is not recommended in all cases because by removing pages from the search, proprietary posts will be deleted from STILINGUE after 48 hours. If in doubt, before disconnecting and reconnecting the page, contact the Customer Support team through the chat button.

The first step is to access the "My Connections" section of the platform by clicking on the avatar (with your photo or initials of your name) in the upper right corner of the screen:

After that, choose the social network of the proprietary page you would like to remove:

With the page identified, click on the "x" indicated on the card:

When executing and confirming the action, the page will no longer be displayed. Next, click on "Add Connection" and select the same page you previously deleted:

To complete the action, remember to link your page to a research dashboard so that interactions and proprietary posts are collected and displayed:

How does the email notification for authentication failures and tokens work?

Every day, around 7 AM, our system checks the authentications of connected pages and sends an alert email, only to the account's master users, for pages that are not authenticated at that time. A page may experience authentication failure at the time of the check, but may subsequently have its requests reset, and the failure automatically corrected by the system. If you access your account's connection manager and everything is fine with the connections, even if you've received an email, there's no need to take any action, as the failure will have been automatically resolved.

Regarding tokens, the emails are system notifications to inform you of the expiration date. They are sent when there are 60, 30, 15, and 7 days left until the token expires. Currently, token renewal must be done every 90 days as a security measure by the social network to ensure that the user responsible for the connection still has the necessary access.

How do I identify my permissions in the accounts I have access to?

To learn more about your permissions and access, click on the top-right menu and select My Profile. In this area, you will find a field that provides information about your original account and its respective permissions. Below, you will find a list of the other accounts you have access to and their respective permissions for each one.

How can I obtain master access to my account?

You can obtain master access in two different ways: by sending an email to liberacoes@stilingue.com.br or by requesting it from your STILINGUE account manager.

How can I renew the token for my proprietary page?

To renew the access token for your proprietary page, simply click on the refresh symbol. The token will be renewed for an additional 90 days.

It is important to emphasize that the user responsible for token renewal must have the necessary permissions to ensure that the action does not result in authentication failure or data collection failure.

The necessary permissions for the major social networks are:

Facebook and Instagram:

To be an administrator or master at Stilingue
To be an administrator of the Facebook page
To have access to the ad accounts where dark posts are created (without this access, the token will be renewed, but dark posts will not be collected).

To be an administrator or master at Stilingue;
To have super admin permission on the LinkedIn page;
To have access to the ad accounts where dark posts are created.

Twitter

To be an administrator or master at Stilingue;
To be logged into the brand's Twitter profile at the time of token renewal.

Youtube

To be an administrator or master at Stilingue;
To have Owner or Primary Owner permission on the channel.

How can I view and change user permissions in my account?

You can manage user permissions by clicking on the menu located in your avatar in the top right corner and then selecting the "Manage Permissions" option. This area displays all existing access levels and possible permissions. Users will be listed along with their respective permissions. To change the permission level, click on the checkbox and make the desired modification.

How to remove authentication failure from my proprietary page?

To re-establish the connection to your proprietary page, you can click directly on the message ("click here") to be redirected to the area for managing Proprietary Connections:

You can also access "My Connections" by clicking on your avatar in the top right corner of the screen:

After accessing the area, the next step is to locate the page with the authentication failure, which will be indicated by the presence of a triangular icon inside the card. Hovering over the icon, a tooltip provides more details about the issue.

The person responsible for the connection must have certain permissions that may vary across networks. If the permissions are correct, there are two possible paths:

1. The page displays the triangular icon and refresh

In this case, you can authenticate the page by simply clicking on the refresh icon. Make sure the card is active and linked to a survey. Also, pay attention if any notification appears indicating a failure in page authentication.

2. The page displays only the triangular icon

If the option to renew the token was not effective through the previous procedure, follow the steps below:

You should remove the card:

Click on "Add Connection" to reconnect the page:

Link it to a research dashboard to determine where proprietary interactions and posts will be collected:

Can I identify if a page is Business within Instagram?

Yes, it is possible. Before explaining this point, it's important to understand the following behavior: Instagram Business is a feature that allows businesses to have a commercial profile on the network, using a set of Instagram tools.

The goal of this identification is to prioritize ads, view interaction data, metrics, and other features that are not available to personal profiles.

You can identify a Business profile in two ways:

1 - By accessing the Instagram app and checking if there is a "Contact" button within the profile; this indicates that it is a Business account:

The image below shows an example of a non-Business profile:

Attention! You can only view the "Contact" button using the Instagram app on your mobile device.

2 - Validating through the Search Configuration area:

Enter the username in the "Search by username" field;
Press the "+" button;
View it within the Monitored box.

If the account is a Business account, when you insert it into the monitoring, it will appear as follows:

If the account to be monitored is not a Business account, you will not be able to add it to the profile, and a notice will appear in the pop-up:

How can granular permissions affect the collection of Facebook posts?

Granular permissions can cause certain comments not to be collected through the API. These permissions apply to each comment, not to the post itself. Even if the comment is visible within the social network, it may not be returned by the API, as it is a user's choice on Facebook.

According to Facebook, users can disable the option for these data to be returned via the API, resulting in the expected behavior from STILINGUE.

After disconnecting the Instagram page from STILINGUE, how do I reestablish the link between Facebook and Instagram pages?

The link between the Facebook and Instagram owned pages needs to be reestablished if the page is disconnected. This action is necessary because if the page remains disconnected for an extended period, some data collection may be affected. Therefore, you will need to unlink the current connection manually and re-establish it through the app.

The first important point is to ensure that the user responsible for this procedure has administrator access in the Business Manager for both the Facebook and Instagram pages.

Follow these steps to understand how this link should be reestablished:

Instagram

1. Access the Instagram app on your mobile device. Log in to your professional profile and click on the menu in the upper corner of the screen:

2. Next, go to "Settings":

3. Access the "Account" option:

4. Then, under "Sharing to Other Apps", select Facebook:

5. Click on "Account Center":

6. Go to the "Accounts and Profiles" area:

7. Then, select the Facebook account:

8. And click on the "Remove from Account Center" option:

9. After that, click "Continue":

10. The final step to complete this stage will be finished when you click "Remove..." the account name. From there, the link between the Facebook page and the Instagram page will be disconnected. Follow the steps on Facebook to do the same:

Facebook

1. Access Facebook through the desktop browser and select "Pages" on the right side:

2. Select the page linked to Instagram:

3. Access the settings and click on "Instagram":

4. Scroll to the bottom of the page and disconnect Instagram from Facebook:

After completing these steps, it's time to return to the Instagram app and reconnect the page following the instructions provided at the beginning of the FAQ. After redoing the steps, you will encounter this screen:

Then, return to Facebook and connect the page. Now it's time to go back to the "My Connections" area in STILINGUE and renew the access token by clicking on the image icon:

Is it possible to change the account name?

Yes, it is possible. To change your account name, click on the avatar in the upper right corner of the page, and then click on "Manage Active Account." In the Brand field, you can edit the new account name.

Important! If the option "Account Creator/Master of the Account Organization" is enabled, only users with that level of access can change the name of the survey.

If the option is disabled, any user with Admin or Master access can access the area and change the account name.

Is it possible to edit the name of a GMN place within STILINGUE?

No. Due to API limitations, it is not possible to change the name of the place within STILINGUE.

I sent an email for a collaborator to access the account, but they didn't receive it. What might have happened?

We recommend that the collaborator checks the email's spam folder, as the message may have been flagged as spam and, as a result, didn't appear in the inbox. If the email cannot be found, please contact Customer Support.

Is there a limit to the number of GMN places that can be connected to STILINGUE?

No. Within the platform, if it's necessary to connect more than 2,300 places, it is advisable to contact your account manager before taking this action. When including a significant number of places in My Connections, the overall view of these places may be affected, but there is no limitation on loading or slowing down.

I connected my proprietary Facebook page to respond to messages, but I can't view them within STILINGUE. Why is this happening?

In order for you to respond to messages and perform other actions, it's necessary to first create a survey (even if it's empty) to register the proprietary page. All proprietary pages must be linked to an already created survey so that the data can be displayed within the tool.

In addition, it is important to remember that only users who are administrators of the Facebook page and have access as an administrator or master on the STILINGUE account have the necessary permissions to connect pages and create surveys for later linking.

What happens when I add an external guest to my account?

By default, whenever a new external user is invited to an account, their access level will be configured as operator. It is necessary for the account's master (or the person responsible for editing account permissions) to make the necessary changes within Manage Permissions so that the access level of this new external user is modified.

What happens if I delete a custom permission level?

The level disappears, and the user who had that permission level reverts to being an operator.

What is required for GMN places to be collected by STILINGUE?

The first rule is that all places must be registered in the account of the person responsible for the connection. This responsible individual needs to have administrator access within GMN and the same permission within STILINGUE.

What is the exclamation mark that sometimes appears on the proprietary connection card?

This exclamation mark on the card indicates an authentication failure on the page. An authentication failure can occur due to various factors, such as:

The user who initiated the connection no longer has the necessary permission on the proprietary page. In the case of Facebook and Instagram, for example, it is necessary to have Admin permission for the procedure to be successful.
The person responsible for the connection changed the password of the proprietary channel (or the password of the personal profile that made the connection).
STILINGUE's access permission to the proprietary channel may have been removed or altered.
Access token has expired. Refer to the Tokens guide for more information.
For the case of Instagram, there may be a loss of linkage between the Facebook page and the linked Instagram profile.
For security purposes, a new authentication may be requested due to any activity deemed suspicious by the social network.

What are granular permissions, and how can they affect the connection of my proprietary pages?

Facebook created granular permissions to allow users to have different administrative roles for pages, according to the granted permission. These permissions are set by the Facebook Business Manager and also apply to Instagram business profiles.

Even as a page admin, it's necessary to have all permissions activated to ensure the collection of posts and other actions, such as responding and liking interactions within STILINGUE.
For the connection of Facebook pages to the tool, the following permissions are required:

1. publish_pages

Ensure permission to: publish, comment, like pages, view, publish, and delete page-managed videos. This permission depends on another, "manage_pages".

2. read_insights

Ensure read-only access to page Insights, applications, and profile domains.

3. pages_messaging

Grant access to: manage and access Page conversations in Messenger. This permission is indicated for creating interactive experiences initiated by the user, such as sending support request messages, reservation confirmations, purchases, and orders.

4. manage_pages

Ensure permission to: retrieve access tokens for the page and applications managed by the user. To publish as a page, the token must be generated within the scope of the "publish_pages" permission.

5. ads_read

Ensures permission to: access the Ad Insights API to extract information and reports about ad accounts, ads you own, or have been granted access to. These permissions also grant your app access to the server-side API, allowing advertisers to send web events from their respective servers directly to Facebook.

6. ads_management

Ensures permission to: read and manage ad accounts owned by the user, as well as create campaigns and retrieve specific metrics.

7. instagram_basic

Ensures permission to: read connected Instagram accounts within the scope of the "manage_pages" token.

8. instagram_manage_comments

Ensures permission to: read, update, and delete comments, as well as media objects (such as stories and images) associated with accounts retrieved with the "instagram_basic" permission.

9. instagram_manage_insights

Ensures permission to: retrieve metadata, insights, and stories from an Instagram business account.

10. business_management

Ensure permission to: read and write on the Business Manager API, obtain and manage ad account scopes.

11. read_mailbox

Ensure permission for: read-only access to private messages via Instagram DMs.

12. instagram_manage_messages

Ensure permission for: access and interact with private messages via Instagram DMs, enabling responses through STILINGUE Smart Care.

Important! Facebook has an internal dynamic for updating user settings related content. So, if you notice that this text needs to be updated, please send a message in the chat.

Why do I receive an error message when trying to connect my proprietary pages in STILINGUE?

In some cases, even with all the necessary permissions to connect a proprietary page in STILINGUE, an error behavior occurs when the War-Room address is typed incorrectly in the navigation bar.

https://warroom.stilingue.com.br/central

See the following errors that may appear according to each social network:

1. Facebook/Instagram

2. Twitter

3. LinkedIn

4. Youtube

Once corrected, this error message should no longer appear when attempting to connect your proprietary pages.

Why can't I connect my proprietary Facebook page to STILINGUE?

It's possible that you don't have admin access to the page. In this case, you need to change your permission level within the page or request another user with admin access to perform this connection. To confirm your access level and that of other users on Facebook, within the page, go to the settings menu and access the administrative roles area.

Another possibility is that a user connected a page to STILINGUE for the first time and, during the connection process, granted access permission to only one page. This action causes future connection attempts on the platform to display only that available page, even if you have administrative access to other proprietary pages.

To reverse this configuration, the client must revoke access to STILINGUE in the page's settings on Facebook, under Business Integrations, and then go through the entire connection process on the platform again, accepting all the necessary permissions for the connection.

What Facebook permissions are required to connect my page to STILINGUE?

Facebook has a range of custom permissions that determine the level of access to pages, both within the social network and for external platforms (such as STILINGUE) that primarily collect posts and interactions made by other users on their own pages.

These permissions restrict the functions of users without access to increase the security of network information. This is why the Facebook API specifies that only users who are administrators of the pages can connect these pages to STILINGUE. It's important to note that an administrator is the person with the most resources for managing a Facebook page.

See what permissions are available on the network:

What is the difference between permissions for each default access level in STILINGUE?

Within STILINGUE, the master user is the only access level that can control the access and permissions of other platform users. These settings can be adjusted in the Manage Permissions area. Currently, the ability to edit access levels and permissions on accounts is the only difference between the master access level and the administrator level, with the other management responsibilities available to both.

Some of these functions include:

Account sharing (including adding and removing access);
Editing search configuration;
Connection of proprietary pages/renewal of token (as long as they are also administrators of the respective pages);
Creation and removal of accounts and surveys (if this option is enabled in the advanced settings);
Access to the STILINGUE Smart Care report.

Users who are administrators and masters can access the user list in the account and perform this removal. However, permission to view and edit this list does not consider the external user's permission, meaning that the user's permission level in their user group is what matters.

Thus, a user with operator permission, for example, will always see an empty table, regardless of the external permission they have in this account.

Check the complete list of permissions according to the access level below. Also, refer to the guide for more information on each listed permission.

Settings

	Master	administrator	operator	reader
Can view search settings?	✓	✓	✓
Can view access levels and permissions?	✓	✓	✓
Can create/edit search/influencer hub settings?	✓	✓
Can edit access levels and permissions?	✓
Can annotate a post?	✓	✓	✓
Can create new tags during annotation?	✓	✓	✓
Can edit Automation module?	✓	✓

Smart Care

	master	administrator	operator	reader
Can you annotate interactions and conversations in the Smart Care module?	✓	✓	✓
Can you respond to comments/posts?	✓	✓	✓
Can you change the respondent in a conversation in the Smart Care module?	✓	✓	✓
Can you list to see a queue of conversations?	✓	✓	✓

Access

	master	administrator	operator	reader
Can you see the Publications module?	✓	✓	✓	✓
Can you see the Press module?	✓	✓	✓	✓
Can you see the Summary module?	✓	✓	✓	✓
Can you see the Discoveries module?	✓	✓	✓	✓
Can you see the Boards module?	✓	✓	✓	✓
Can you see the Proprietary Metrics module?	✓	✓	✓	✓
Can you see the Publish and Schedule module?	✓	✓	✓
Can you see the Alerts module?	✓	✓	✓	✓
Can you see the Smart Care module?	✓	✓	✓
Can you see the Automation module?	✓	✓	✓	✓

What's the difference between a regular Instagram account, a Business account, and a Creator account?

The Instagram Business account has two profile categories: Content Creator (Creator) or Business. Each type of account offers different tools to monitor profile activities, but before explaining the differences, it's important to remember that data collection occurs differently for each of them. In a Creator account, Direct Messages (DM) will be collected as long as the profile has up to 500,000 followers, while in a Business account, there is no such limitation.

The Creator account is designed for those who don't sell products but rather their image and online content, whereas the Business account is recommended for companies and businesses, allowing you to add contact buttons, purchase links, and sales through the platform.

One of the main advantages is that with a Business account, you can create sponsored posts for your company if you activate ads for the social network.

When the page token is invalidated (red) or experiences authentication failure, what impact does it have on my research?

Token authentication failure and invalidation can compromise the collection of posts, interactions, and other data related to your own page. That's why it's important to keep the connection updated and renew the token periodically.

How long is the invitation to access an account available for a user?

Users can accept the invitation and access the account within 24 hours. After that period, the invitation will expire and must be sent again.

I want to revoke a user's access to my account, where can I do that?

It is only possible to remove a user if you (or another member of your team) are the master of the account. To perform this action, click on your avatar in the upper right corner and go to "Manage active account." Within this area, there is a list of all users with access to the account. Search for the desired user's name and click on "Remove access."
Note: For the master, it is not possible to remove their access until they cease to be the master. Therefore, they need to contact STILINGUE support via chat to make the request.

In this way, a user with operator permission, for example, will always see an empty table, regardless of their external permission level in this account.

I followed the steps to connect to YouTube, but my company's channel was not connected. What should I do?

If you were unable to connect on the first attempt, please access the Google permissions center at this link. In the upper corner menu, select the account corresponding to the channel you want to connect. Locate and revoke the permission for STILINGUE, and then try connecting to the tool again.

I have admin access to the account, but I can't edit the survey. Why is this happening?

By default, master or administrator users are the only ones who can edit and create surveys on the platform. If you have admin access but can't perform these actions, it's possible that this permission has been changed within "Manage Active Account" in Advanced Settings. See the tab for more information on how to configure this area.

By clicking "Yes" and confirming this option, only the master or account creator will be able to create, edit, or remove surveys. Therefore, you need to contact the account master to have this setting disabled.

I tried to connect my YouTube channel to STILINGUE, but I was not successful. What might have happened?

Is it possible that your browser is connected (with the login) to an account that doesn't correspond to the YouTube channel you want to connect? To perform the login to the corresponding account, simply click on the Account Manager in the upper right corner and add the account related to the YouTube channel.

Check out these steps in the image below:

Can the same user have different permission levels depending on the account?

Yes. For example, let's assume Gabriel is the communication manager at STILINGUE. He has master access to the STILINGUE account, so he can perform all actions within it. However, Gabriel provides services to Pepper Your Mind and has been added to the STILINGUE account as an external guest. In other words, he doesn't belong to the organization that created this account, but he was invited to access it.

This company has privacy policies different from STILINGUE, where Gabriel is an employee. With the configuration of external guest permissions, Gabriel can be a master in one account and, at the same time, an administrator in another.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃

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