Webtrends Social FAQ

The Webtrends Social Platform™ is a unified social media management platform. Our tool lets you manage your Facebook wall, create shareable apps, participate in comments, delegate responses to team members, and analyze your success to repeat it. WT Social was designed for ease of use by anyone, especially you.

A Page is an abbreviation for a Facebook Page. When adding a Page to Webtrends Social, you can:

• Watch the online conversation and interact with fans across multiple fan pages
• Monitor competitors
• Moderate wall posts and establish keyword filters
• Drill down valuable Facebook Insights and report on marketing performance

An App is fun or useful piece of software that can enhance the experience through social and mobile mediums. In many ways you can think of an App as a website inside a site or mobile site that makes your brand more accessible and more engaging.

An Organization is a Webtrends Social account shared amongst one or multiple User accounts, who can then work collaboratively as team members of the Organization.

The number of team members, Pages to manage, and Apps to publish depends on your Organization package.

Engagement Apps are apps designed to generate real fan and follower interaction by prompting users to give their personal preference. These Apps are often useful for market research and require minimal effort on the part of the user.

Content Apps are apps designed to syndicate existing social media content on additional publication mediums.

The Webtrends Social registration is free. Go to the Webtrends Social homepage and click on the button 'Login | Register' located at the top right hand side of the screen. Webtrends Social uses Facebook Registration to sign in and sign up. As a result your Webtrends Social account is personal and therefore we do not recommend that you share your login credentials with others, unless you share your Facebook account. Webtrends does not store your password information when you login using Facebook Registration. That information remains private to you per your Terms of Use with Facebook. Your user information is protected; see our Privacy Policy for more details.

Since the Webtrends Social login is fully integrated with Facebook, you may recover your password by using Facebook's password recovery feature.

Make sure to default to your Organization view in the header menu.

Still in the header menu, click on the Gears icon, and select 'Account Settings'. You are redirected to the Account Settings page of your Organization. In the left side bar, go to Members. Enter the email address of the team member you would like to invite.

Standard permissions allow the member to collaborate on all Apps created & Pages added on the Organization account. On top of the Standard permissions, Admin permissions allow the member to edit the Organization account settings, invite any other member and move any Page or App to its own user account.

Simply login to your account, and make sure to switch to the Organization view in the header menu.

Whatever Page you add or App you create under the Organization view will be shared with your team members.

If you have added a Page or created an App under your own user account view, and you want to collaborate it with the team members of your Organization, you can transfer the ownership of the Page or App to the Organization.

To move a Page from your User account to your Organization account, go to Pages/Settings, select the Page of your choice, and hit the button Move.

To move an App from your User account to your Organization account, go to the Apps list page, and click on the Move link corresponding to the App of your choice.

Only Admin members of the Organization can move the Pages/Apps that belong to the Organization to their own User account.

Most of the time, integrating a Facebook Page works flawlessly. However, there are certain scenarios in which adding a Facebook Page is not possible. Here are possible reasons:

• You have a 'Starter' account and you have already added 1 Facebook Page. You need to contact Sales to be granted with 'Enterprise' account permissions.'
• You are using a Facebook business account, not a Page
• You are logged in to either a personal Facebook account, Page account, or incorrect administrator account -- accounts not associated as the proper administrator of the Facebook Page
• The Facebook Page is not administered by someone with personal Facebook profile.
• There are issues with your cookies and cache: clearing them from your browser usually fixes this
• Facebook is having issues with their API at the moment (usually associated with an update). Click here to check Facebook's Live status.

Yes. You simply need to mouse over the post or comment in your Stream page and click on the cross icon on the right.

Hang tight, this is a feature that will be offered to our Enterprise account users soon.

The Social Robot is a friendly name for our internal automated system that is managing the updates on your Facebook Page stream and the schedule of your posts. Every 5th minute, the Social Robot checks if your Facebook page stream has been updated outside of Webtrends Social (via Facebook.com or other 3rd party sites). Every 15th minute, it checks if there is a message scheduled at that time and posts it.
Each time the Social Robot updates your stream or schedule your post, it creates a new entry in your History page.

Within the Settings page, you can connect your own Bit.ly account to each of your Facebook Page. Then, when sending or scheduling a post on your Page(s), any link that is included in your message will be shortened on behalf of the Bit.ly account associated to your Page(s). Simply keep the checkbox 'Shrink urls' checked within the Create Post dialog. Note that the urls are shrunk on submit, not in the preview of your post.

If you have selected a tag under the Pages dropdown of your Insights tab, you might see a warning message saying: "Some of your pages do not have Insights data for this date range.". There are two reasons for that:

1. Page with less than 30 fans
   At least 1 Page included in this tag has less than 30 fans, hence there is no Insights data provided for it.
2. Page Authentication broken
   At least 1 Page included in this tag has lost its authentication key, either because you are not Admin of this Page anymore, or you have changed your password on Facebook. The Insights data is provided for the time the Page Authentication was still valid.

Under the Insights page, there is a report for your Page Like Sources. Here are the descriptions per type of Page Like:

YouTube app: user sets up a YouTube username and the app pulls the list of videos from this YouTube account, showing the latest video by default, user can browse through the previous videos. Some features are specific to Youtube, such as: pulling the user's video or the user's favorite videos.

Video: this shows only 1 specific video, not a feed of videos. The video link can be from YouTube or Brightcove.

Videos: similar to the YouTube app but any kind of video feed (Media RSS) can be setup here. There is no feature specific to YouTube in this app.

Image feed: user sets up an image feed in the builder (ex: a Flickr, Picasa feed), and the app will pull the images from this feed.

Image Gallery: user sets up images manually (with image links) and builds his gallery of images in the builder. No special feed needed.

Form: Forms can be filled out multiple times for surveys and more.

Sweepstakes: This app is similar to a form but user can only fill it once. The unicity of the user is based on its Facebook User Id, that is why a Sweepstakes app will prompt for the Facebook Profile permissions on submission.

Quiz: A Quiz app has a set of questions with random answers but there is no right or wrong answer. A Quiz is generally used for personality profile, like: 'What kind of buyer are you?'.

Trivia: A Trivia app also has a set of questions and answers but each question has one (or multiple) correct answer(s). A Trivia is usually used to test your users' knowledge on a specific topic, and assign them a score.

Once you've decided upon which App and platform suits your campaign, a generic example is displayed as a base to help you start building your app. Setting up an App using our Webtrends Social Platform will take anything from 10 minutes if you're creating a simple app for a demo purpose, to perhaps 2 hours if you're planning to be very creative, using multiple pages in your App.

Just be creative! Our platform is a SaaS (Software as a Service) and intended for use by computer users of varying skill sets. As with any software, the more you use the platform the more advanced you'll become with it.

Every single element within your app can be customized. Depending on the type of element, you can customize the location, the size, the color, the font, the wording, etc.

Within your App builder, mouse over the preview of your app: you will notice that each element in the preview gets highlighted with a blue frame when you mouse over it. You can move each element by dragging it anywhere in the canvas from the borders of this blue frame, or resize it by dragging the bottom right corner. If you want to keep a fixed width/height ratio, hold the shift key when resizing your element.

Click on the pencil icon located at the top right corner of the blue frame to edit your element: the right panel will open the corresponding accordion and focus on the settings related to your element.

Within the same App, you are able to add another App template as an App page. You will then have a multi-page App. You can manage the App page settings by clicking on its corresponding icon within the App builder: it will open the page settings in the right panel.

Users can add a special piece of HTML of JavaScript code into the app, as long as the deployed platform is intended to read HTML. To do so, click on the'Add HTML' icon in the left panel called 'Add Items'. This will create a sample HTML item that you can edit in the right panel, under 'Special' accordion. Paste your code in the HTML field and setup the location & size.

Make sure you link every image to an event.

For example you need to link the Facebook share image and Twitter share image to there respective share events under Styles.-->Images, edit the corresponding image and then pick the related event under the 'Event' field

Open your app in the Webtrends App Platform and click on the 'Share' icon. There, you will see all the specific share fields you can customize for Facebook and Twitter.

Note: for some Apps like a Face Off, Quiz, etc, the share field can be customized directly in the match or outcome accordion. This way, you can specify a specific share text per type of contestant/outcome selected by user

The 'Share on Facebook' event will popup a Facebook dialog that will be posted on the app user's own wall.

The 'Send to Facebook Friend' will popup a Facebook dialog where user can choose a friend amongst his Facebook friends and it will post his message to his Facebook friend's wall.

Note that the 'Send to Facebook Friend' event only works for the Facebook platform, and it will not work in your app preview but only when deployed on Facebook.

This is a setting that is located under 'Share'. You can disable it by unchecking the checkbox "Automatically Prompt User to Share"

Scrollbars are automatically displayed when you have setup elements (images, texts, etc) out of your App layout size. For instance, if your layout size (defined in App Settings/Layout) is 520x600px, and one of your images is setup at X=0, Y=590, W=20, H=20, then your image happens to go past the bottom of your canvas by 10pixels. You might want to increase your layout height or reposition your image so the scrollbars disappear.

1. Register as a Facebook Developer

First, you need to add the Facebook Developer App to your Facebook Account. If you haven't done it already, go to https://developers.facebook.com/apps and hit 'Allow'.

Facebook will soon ask you to provide a mobile phone number as a security check, you might want to anticipate on this now: Go to https://www.facebook.com/confirmphone.php and submit your own phone number.

2. Create a New Facebook App

Now you can create your Facebook App. Still on the Facebook Developer App page, click on the 'Create New App' button in the top right corner.

Fill out the following fields:

• 'App Name': put the title of your App there
• 'App Namespace': choose a unique name that will be used for the unique URL of the Canvas Page for your App. Ex: apps.facebook.com/app_namespace
• Leave the Web Hosting checkbox unchecked, we're hosting the App for you!
• Hit Continue

In the next window, copy the App ID & App Secret and don't forget to hit 'Save Changes'.

3. Paste the App ID & App Secret

Now that you have created your App on Facebook, you can come back to your Webtrends Social platform, where you left of in the Advanced Publish process, and paste in the App ID & App Secret that you have copied.

4. Customize the App Settings

Refer to the following questions to customize your App settings:

• How do I update my Page Tab name?
• How do I update the Profile Pic & Icon of my App?
• How to display my App in 810px wide on my Timeline fanpage?
• How do I update my App thumbnail on my Timeline fanpage?
• How do I customize the Authentication Dialog of my App?

Hit the 'Edit Settings' link corresponding to your App on the Facebook Developer App page. Stay on the Basic settings page and go to the Page Tab section. Update the Page Tab Name field and hit the Save Changes button.

Note that the Profile Pic of your App will only be seen by users if you create a sponsored story from this App. The Icon will be seen by users if posts are being share from the App and as the favicon of your App canvas page. Hit the 'Edit Settings' link corresponding to your App on the Facebook Developer App page.

Stay on the Basic settings page and click on Profile pic to update it. Click on the 'edit icon' link to update the App icon.

The Authentication Dialog is the dialog that pops up when users go to your App, if it is setup with required permissions. You can now customize what displays on this dialog and give more context for your users to allow the permissions. Hit the 'Edit Settings' link corresponding to your App on the Facebook Developer App page.

On the left sidebar, go to Auth Dialog. Fill out the fields and hit 'Preview Dialog' link to make sure the Dialog meets your expectations.

Timeline for Fanpages allow apps to display within 2 sets of width: 520px (narrow) or 810px (wide).

Within the Webtrends Apps builder, simply go to the App settings/Layout accordion and edit the width.

If you have published your App using:

• easy publish mode: your App is already set with the full width of 810px.
• advanced publish mode: the App created on Facebook is defaulting to 520px wide. You can update it by going into the App settings: Go to https://developers.facebook.com/apps, click on the corresponding App on the left sidebar, and click on Edit Settings link.

Find the Page Tab section and select the Wide (810px) option for the Page Tab Width.

Hit Save changes.

With Timeline, the App thumbnail is no longer 75x75 pixels but displays as a 111x74px image on your top App icons.

You can adjust the size of your App icons by going to your Page, then click on the ‘Edit’ icon of the corresponding App, and hit ‘Edit Settings’:

To publish the same App to multiple Facebook Pages, you must first publish your app on Webtrends Social using the Advanced Publish Flow.

Once your app has been published, you need to copy 2 parameters:

• the App ID of your App
  You should already have copied this parameter while publishing your app through the advanced publish flow. Follow this FAQ section to create your App on Facebook: How to create an App on Facebook?
• the Canvas URL of your App
  Go back to the Basic Settings page of your App on the Developers page on Facebook (https://developers.facebook.com/apps/).

Go to the section called ‘App on Facebook’ and copy the Canvas URL field

Now, open the following URL:

https://www.facebook.com/dialog/pagetab?app_id=APP_ID&display=popup&next=CANVAS_URL

And replace:

APP_ID with the App ID of your app that you’ve just copied

CANVAS_URL with the Canvas URL of your app that you’ve just copied

You will land on a page like this

From there, select one or multiple Facebook Pages from that drop-down menu and publish your App to those Pages as a Page Tabs.

Note that there is no confirmation message from Facebook on this: the next page simply appears blank but the operation should be successful.

Be aware that the more Facebook Pages are selected, the more time it takes!

Yes. All the Apps you create will be saved in your profile. You can go back to change anything at any time to add content, text, links, etc. Be sure to republish your app when you're done editing.

Every single action that user is doing inside the App builder of Webtrends Social is automatically saved.

There is no save button because the work is automatically saved for you.

The difference is that with the easy button Webtrends publishes your app for you under the Webtrends account. As such, the developer profile for the app will appear as Webtrends Social. You may not care if the app isn't under your brand's developer account, but if you do care use the advanced publishing. When you follow the Advanced Publishing directions you will be able to publish the app under your own developer profile.

Since October 2011, any App that you publish using the Facebook easy or advanced publish flow will automatically have a non-secure and secure url setup.

If you happen to have published an App before that time, and needs to have the secure url working per Facebook requirements, you can simply republish your app and this will fill out the secure url automatically.

That is because your App is still pointing to our apps.webtrends.com domain instead of our new social.webtrends.com domain which is SSL certified.

Within the Secure Canvas URL & Secure Tab URL fields from your Facebook Integration settings (see question above for more details), make sure to update the domain apps.webtrends.com into social.webtrends.com.

Make sure your API key field and Secret key are populated correctly. The error happens when user enters the API key in the secret key field and vice versa. You will undoubtedly need to unpublish then republish this app.

Using the easy publish flow, user can only choose a Facebook tab name once for the same fan page. Say you have deployed a YouTube app by using the 'YouTube' tab title, then you will need to choose another tab title for your app to be deployed on the same fan page.

If your app has been unpublished on Webtrends Social, but the app code is still on your webpage, or the app is still listed under your Facebook developer's page, then your webpage/Facebook page will display an image saying "The App requested was not found" instead of your app. You would need to republish your app again under the Webtrends Social Platform if you want it displayed.

First, don't worry; only developers of that app will actually see this error message. Now, if the message says: "URLExceptionEmpty URLs not allowed here", you might have added an image to the app without specifying the image URL, please check your app again and republish.

We always recommend clearing your cache after publishing or updating an app. Your cache history is found under your browsing history.

Facebook caches all of the images into their servers. Usually the cache lasts for approximately 24 hours.

If you want to update an image and see it updated right away in the Facebook environment, then you should link the image to another URL (just a change of the filename for instance: instead of image.jpg, call it image2.jpg) inside the Webtrends Social Platform, then republish your app and that will do the trick.

Don't forget to clear your cache when going to your Facebook app page though.

Yes. You can integrate Webtrends Analytics in addition to our Webtrends Apps Dashboard (this allows pivoting, tracks every click independently, etc) by going to the Publish tab in your app builder, and enter your Webtrends DSC ID.

This is based on the standard Webtrends Analytics pricesheet.

You can publish the same App without any modifications into one single Facebook Page. Please contact our Sales department for more options: appssales@webtrends.com

The app is hosted at Amazon Web Services US datacenter.

The published Apps are compatible with all mobile devices using the following mobile browsers: iPhone, iPad, iPod Touch, Symbian, Android

The Webtrends Social platform currently supports the following browsers: Internet Explorer 9+, Safari 4+, Mozilla Firefox 10+, Chrome 11.0+

If your App isn't running at the speed you expect, here are some ideas to optimize its performance:

Use original image sizes in your apps. Mobile Apps compete for bandwidth in their network. If you are scaling a 500 x 500 pixel logo down to 100 x 100 pixels with the Webtrends builder, your App is processing more data than it needs to.

Use low-resolution images when possible, it won't affect the appearance of your app and it will speed things up.

Aside the obvious reason of the typo within your image URL, the most common reason for your images to not display on your App is a mixed content issue caused by non-secure URL (your image URL) displaying on a secure parent page (Facebook fanpage). Note that only Internet Explorer throws a warning on mixed content, other browsers ignore it and display the non-secure images anyway. To fix that, make sure your image URLs are secure (using https) within the App Builder.

Yes. You can publish your app, then make changes within the app builder and republish as many times as you need.

Most data in the Webtrends Apps dashboard is updated up-to-the-minute. Only the graph for 'Facebook Unique Users' can be delayed up to 2 days, depending on the data delivery from Facebook Insight.

A view is any impression that the same user can apply on your App, browsing through the different views of your App, or simply reloading the page. Unique users are based on Facebook user ID (only available for Apps deployed on Facebook).

Number of engagement actions applied by users on your app. Each app has its own set of engagement actions.
Here is the list of engagement types per app template:

Number of share actions applied by users on your app. On Facebook, two different types of share actions can be applied: 'FB Share' is a post to the user's own Facebook wall, 'FB Share with Friend' is a post to the user's friend's wall.

Number of click-throughs applied by users on your app. Any item (text, image, ...) from your app that has been setup with a redirect link will be counted as a click-through when user clicks on it.

The demographic data for Apps comes from the public profile of Facebook-connected users. We track the date of birth into different age brackets, the gender and the relationship. If users have setup these settings as private then the data would fall into the unknown bracket.

We track the number of app impressions per geographic region: continent, country, state. In the Webtrends App Platform, under the Geographics section, browse through the breadcrumb to zoom out, click on any region to zoom in the map.

Absolutely! Our technology is hosted on Amazon Web Services' EC2 platform, which is a fully scalable, distributed hosting solution that allows us to adjust our server capacity within minutes. This enables us to easily handle huge traffic volumes, including sudden surges in traffic. Our service runs within Amazon's proven network infrastructure and data centers, so our server up-time is as good as that of the Amazon retail website (i.e. almost perfect). To learn more, go to the Amazon EC2 site.

Yes, your data is fully secure. We use SSL (Secure Socket Layer) to encrypt the information passing between the browser and the server, which stops hackers from accessing your data. Access to your Webtrends Social account is protected via Facebook registration so only you can access your account data.

Yes. You can change the time zone for each of your apps. Within the app builder, click on the Publish tab, and select a different time zone in the related dropdown.
Note that the 'Facebook Unique Users' graph is only based on United States Pacific Time (PT) time zone, since the data is coming from Facebook Insights Analytics.

The data link - that you can find in your Apps list table - gives you the user entry data in the following formats: JSON | HTML | CSV | XLS.
Two types of data is available: User data and Email data. Only the Form and Sweepstakes apps deliver user data from the user entry fields. Email data is provided by any that has been setup with the "Prompt for Facebook email profile permissions" (withing the App/Properties settings).
For your Form & Sweepstakes app to log user data, make sure your 'submit' button is associated with the action 'Submit Form'.

Under the Apps section of your Webtrends Social account, the Moderation tab is only useful to you if you have published a Photo Contest App.

There, you can see all the uploaded photos from your App users and moderate them. Note that you can setup the moderation of your Photo Contest App (inside the App builder, go to App settings/Moderation) to be either:

Automatic (default): all submitted photos are automatically published to your App and you can post-unpublish them.

Manual: all submitted photos have to be approved before being published on your Photo Contest App.