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Overview

Knowlix Social Media Management centralizes social media marketing operations across multiple platforms. Create posts, schedule content, track engagement metrics, and respond to followers without switching between multiple social media accounts or third-party tools. The social media system integrates with major platforms (Facebook, Instagram, LinkedIn, Twitter, YouTube) to publish content, monitor conversations, analyze performance, and manage community engagement. Schedule posts across channels simultaneously, track campaign performance, and engage with audiences through unified inbox functionality. Social media marketing connects to broader campaign management, allowing coordinated multi-channel campaigns that combine social posts with email marketing, SMS campaigns, and push notifications. Track campaign ROI by linking social media activities to CRM opportunities, website conversions, and sales revenue. Visitor tracking identifies website visitors from social media traffic, enabling retargeting campaigns and lead generation from social engagement. Convert social media comments directly into CRM leads, maintaining full attribution from initial social interaction through sales conversion. Key capabilities:
  • Multi-platform post creation and scheduling
  • Unified social media inbox for engagement management
  • Campaign coordination across social channels
  • Performance analytics and engagement metrics
  • Lead generation from social interactions
  • Push notification integration for website visitors
  • Content calendar visualization and planning
Important: Social media platform APIs require business accounts (not personal profiles). Each platform has specific terms of service, content policies, and rate limits. Review platform documentation and obtain necessary business account permissions before integration.
💡 Pro Tip: Ask Your Knowlix for social media tasks: “Schedule a post to Facebook and LinkedIn for tomorrow at 2pm” or “Show me engagement metrics for this week’s posts”

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Social Media Platform Integration

Connect business social media accounts to manage content centrally.

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Adding Social Accounts

To connect social media platforms:
  1. Navigate to Social Marketing → Configuration → Social Media
  2. Select the platform to connect (Facebook, Instagram, LinkedIn, Twitter, YouTube)
  3. Click Link Account
  4. Authenticate with platform credentials
  5. Grant requested permissions
  6. Select business pages or accounts to manage
  7. Confirm integration
Supported platforms: Facebook:
  • Post to business pages
  • Schedule content
  • Monitor comments and messages
  • Track page analytics
  • Run engagement campaigns
Instagram:
  • Publish posts and stories (requires Facebook connection)
  • Schedule content
  • View engagement metrics
  • Respond to comments
  • Track follower growth
LinkedIn:
  • Post to company pages
  • Share professional content
  • Monitor engagement
  • Track page analytics
  • B2B campaign management
Twitter:
  • Tweet from business accounts
  • Schedule tweets
  • Monitor mentions and replies
  • Track engagement metrics
  • Manage conversations
YouTube:
  • Publish video content (requires separate video upload)
  • Share video links in posts
  • Monitor comments
  • Track video performance
Authentication requirements:
  • Administrator access: Must have admin rights to business pages/accounts
  • Business accounts: Personal profiles cannot be linked (platforms require business/creator accounts)
  • API permissions: Grant all requested permissions for full functionality

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Social Media Streams

Streams display real-time social media activity in unified dashboard. To add streams:
  1. Navigate to Social Marketing → Add A Stream
  2. Select social media platform
  3. Choose stream type:
    • Posts: Your published content
    • Mentions: When others mention your account
    • Messages: Direct messages and inbox
    • Hashtags: Posts using specific hashtags
    • Keywords: Posts containing certain words
  4. Configure stream filters
  5. Save
Multiple streams from the same platform allow monitoring different aspects (posts, mentions, messages) simultaneously. Stream organization: Organize streams by priority or workflow:
  • Customer service team monitors mention and message streams
  • Content team focuses on post-performance streams
  • Community managers watch hashtag and keyword streams
Managing streams: To view all configured streams: Navigate to Social Marketing → Configuration → Social Streams Edit stream settings, adjust filters, or remove streams from this centralized configuration page. 💡 Your Knowlix: “Add a Twitter stream for mentions of our company name” or “Show me the Facebook stream”

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Creating Social Media Posts

Compose content once and publish across multiple platforms.

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Post Creation Interface

To create social posts:
  1. Navigate to Social Marketing dashboard
  2. Click New Post
  3. Configure post settings:
    • Company: Select owning company (multi-company environments)
    • Post On: Check boxes for target platforms
    • Message: Enter post content
    • Attach Images: Upload media files
    • Campaign: Link to marketing campaign (optional)
    • When: Send immediately or schedule for later
  4. Review platform-specific previews
  5. Click Post or Schedule

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Platform Selection

To publish across multiple platforms: Check boxes next to desired social media accounts in the Post On field. Content publishes simultaneously to all selected platforms when the post goes live. Cross-platform considerations: Different platforms have different content requirements:
  • Character limits: Twitter restricts message length (280 characters), while other platforms allow longer content
  • Image formats: Platforms prefer specific aspect ratios and file types
  • Hashtag usage: Hashtag effectiveness varies by platform
  • Content style: Professional tone for LinkedIn, casual for Instagram, concise for Twitter
Platform previews: After entering message content, Knowlix displays real-time previews showing how posts appear on each selected platform. Verify formatting, image placement, and content display before publishing.

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Message Composition

To write post content: Type in the Message field. Use features like: Emojis: Click the emoji icon to insert emojis that enhance engagement across social platforms Hashtags: Include relevant hashtags to increase discoverability (research trending and industry-specific tags) Mentions: Tag other accounts using @ mentions (where supported by platform) Links: Add URLs that shorten automatically on platforms like Twitter Call-to-action: Include clear next steps (visit website, register for event, download resource) Character counter: When Twitter is selected, a character counter displays remaining available characters, helping you stay within platform limits.

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Image Attachments

To add images:
  1. Click Attach Images
  2. Select image files from computer
  3. Upload
Images appear in post previews for each platform. Different platforms display images in varying aspect ratios, so review previews to ensure proper display. Image best practices:
  • Use high-resolution images (minimum 1200x630 pixels for Facebook)
  • Verify images meet platform requirements (file size, dimensions, format)
  • Test how images display on mobile devices
  • Consider adding text overlays for higher engagement
  • Use branded graphics to maintain consistent visual identity
Multiple images: Attach multiple images to create carousel posts (where platform supports this format). Upload order determines display sequence.

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Post Scheduling

To schedule posts for future publication:
  1. In the When field, select Schedule Later
  2. A Scheduled Date field appears
  3. Click the field to open date picker
  4. Select date and time
  5. Click Apply
  6. Click Schedule button
Posts transition to Scheduled status and publish automatically at designated time. Scheduling strategies:
  • Peak engagement times: Schedule posts when audience is most active (research platform-specific optimal times)
  • Time zone considerations: Account for audience location when scheduling
  • Content calendar: Plan content weeks in advance during campaign planning
  • Consistent frequency: Maintain regular posting schedule for audience expectations
Scheduled posts management: View all scheduled posts in calendar view: Navigate to Social Marketing → Posts and select Calendar view 💡 Your Knowlix: “Schedule a post to LinkedIn for Monday at 9am announcing our new product launch”

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Social Media Campaigns

Coordinate multi-channel social media initiatives.

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Campaign Creation

To create campaigns:
  1. Navigate to Social Marketing → Campaigns
  2. Click Create
  3. Enter campaign details:
    • Campaign Name: Descriptive identifier
    • Responsible: Campaign owner
    • Tags: Categorization labels
  4. Click Add
Campaigns organize related social posts, email marketing, SMS messages, and push notifications into unified initiatives with consolidated tracking.

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Campaign Stages

Campaigns progress through workflow stages: Default stages:
  • New: Recently created campaigns
  • Planning: Strategy development phase
  • In Progress: Active campaigns
  • Completed: Finished campaigns
To customize stages:
  1. Navigate to Social Marketing → Campaigns
  2. Hover over stage name
  3. Click gear icon
  4. Select Edit Stage to rename or reorder
  5. Select Delete to remove stage
  6. Click Add a Column to create new stages
Drag campaigns between stages as they progress through lifecycle.

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Campaign Content

To add content to campaigns: Open campaign template and click content type buttons: Send New Mailing: Create email marketing message (requires Email Marketing app) Send SMS: Create SMS marketing message (requires SMS Marketing app) Send Social Post: Create social media post linked to campaign Push Notification: Create website push notification All campaign content links to the same campaign for unified tracking and reporting. Campaign tabs: As content is added, tabs appear for each content type:
  • Mailings: Email messages
  • SMS: Text messages
  • Social Media: Social posts
  • Push Notifications: Website notifications
Click tabs to review content performance within campaign context.

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Campaign Analytics

Campaign smart buttons display:
  • Revenues: Sales attributed to campaign
  • Quotations: Quotes generated from campaign
  • Leads: CRM leads created from campaign
  • Website Visits: Traffic from campaign links
Click smart buttons to drill into specific metrics and review detailed performance data. 💡 Campaign ROI: Track revenue generated from campaign activities by linking social media posts to CRM opportunities. When opportunities convert to sales, revenue attributes back to originating campaigns.

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Engagement Management

Respond to social media interactions centrally.

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Post Engagement

To view post engagement:
  1. Navigate to Social Marketing dashboard
  2. Click on any post in social streams
  3. Post details popup displays:
    • Like counts
    • Comment counts
    • Share counts
    • Reach metrics
    • Individual comments and replies
To respond to comments:
  1. Open post details
  2. Scroll to comments section
  3. Type response in Write a comment field
  4. Press Enter to post reply
Responses post directly to the originating social media platform, maintaining conversation threads.

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Lead Generation from Comments

Convert social media engagement into CRM opportunities. To create leads from comments:
  1. Open post details popup
  2. Locate comment from potential customer
  3. Click three-dot menu icon next to comment
  4. Select Create Lead
  5. Choose lead creation option:
    • Create a new customer: Generate new contact record
    • Link to existing customer: Associate with existing contact
    • Do not link to customer: Create lead without contact linkage
  6. Click Convert
  7. Complete lead details on lead form
  8. Save
Lead records track origin from social media comment, maintaining full attribution for ROI analysis. Lead qualification: Social media leads require qualification just like other lead sources. Route leads to sales team for follow-up, ensuring prompt response to social media inquiries. 💡 Your Knowlix: “Create a lead from the comment on today’s Facebook post about pricing”

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Post Performance Analytics

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Posts Dashboard

To access post analytics: Navigate to Social Marketing → Posts View options: Kanban view: Visual cards showing post content and key metrics Calendar view: Timeline of scheduled and published posts List view: Detailed table of post data Pivot view: Customizable data grid for advanced analysis Switch between views using icons in upper-right corner.

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Post Metrics

Key performance indicators:
  • Engagement Rate: Interactions (likes, comments, shares) divided by reach
  • Reach: Number of unique users who saw post
  • Impressions: Total times post was displayed
  • Clicks: Link clicks from post
  • Comments: Number of comments
  • Shares: Times post was shared
  • Likes/Reactions: Positive engagement signals
To analyze post performance:
  1. Navigate to Social Marketing → Posts
  2. Switch to Pivot view
  3. Add measures (engagement, reach, clicks)
  4. Group by dimensions (platform, campaign, date)
  5. Identify high-performing content patterns

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Platform Insights

To access platform-specific analytics:
  1. On Social Marketing dashboard, locate social stream
  2. Click Insights link at top of stream
  3. Redirects to platform’s native analytics interface
Platform insights provide detailed metrics beyond what Knowlix captures, including demographic data, audience growth trends, and competitive benchmarks. 💡 Content Optimization: Review top-performing posts to identify what resonates with audience. Replicate successful content themes, formats, posting times, and calls-to-action in future posts.

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Visitor Tracking

Identify website visitors from social media traffic.

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Viewing Visitors

To access visitor data: Navigate to Social Marketing → Visitors Visitor information displays in kanban view, showing:
  • Visitor name (if known)
  • Company
  • Location
  • Visit timestamp
  • Source social media platform
  • Pages visited
  • Actions taken
Contacting visitors: For known visitors with contact information, Email and SMS action buttons enable direct outreach.

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Visitor Attribution

Visitor tracking links website activity to social media sources:
  • Which social post drove traffic
  • Which pages visitor viewed
  • How long visitor stayed
  • Whether visitor converted (signed up, downloaded, purchased)
Use attribution data to measure social media campaign effectiveness and optimize content for conversion. Retargeting: Build audience segments based on visitor behavior for retargeting campaigns. For example, target visitors who viewed product pages but didn’t purchase with promotional posts.

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Push Notifications

Send website notifications to opted-in visitors.

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Push Notification Setup

Enable push notifications:
  1. Navigate to Website → Configuration → Settings
  2. Enable Web Push Notifications
  3. Configure push notification service
  4. Save
Once enabled, website visitors can opt in to receive notifications.

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Creating Push Notifications

To send push notifications:
  1. Create new post (same as social post)
  2. In Post On field, select Push Notification option
  3. Complete Push Notification Options section:
    • Notification Title: Custom heading
    • Target URL: Specific page triggering notification
    • Icon Image: Branding image displayed with notification
    • Local Time: Send at recipient’s local time (for scheduled notifications)
  4. Configure audience targeting rules
  5. Post or schedule notification
Targeting rules: Use Match all records field to define recipient criteria:
  • Geographic location
  • Previous website behavior
  • Customer status
  • Product interests
  • Custom database fields
Click Add condition to create targeting rules that narrow notification recipients. 💡 Notification Best Practices: Use push notifications sparingly to avoid opt-out. Send timely, relevant notifications tied to specific user actions or interests rather than generic promotional blasts.

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Social Media Best Practices

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Maintain Consistent Posting Schedule

Regular posting keeps audiences engaged and algorithms favorable. Create content calendar and stick to consistent frequency (daily, several times weekly, or weekly depending on platform and audience).

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Optimize Posts for Each Platform

Don’t post identical content across all platforms. Adapt message length, tone, hashtag usage, and formatting to match platform culture and technical requirements.

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Engage with Your Audience

Social media is two-way communication. Respond promptly to comments, questions, and messages. Like and reply to audience content. Build community through authentic interaction.

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Use Visual Content

Posts with images, videos, or graphics generate significantly higher engagement than text-only posts. Invest in quality visual content that aligns with brand identity.

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Monitor Brand Mentions

Track mentions of your company name, products, and key personnel across social platforms. Respond to both positive and negative mentions promptly and professionally.

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Test Different Content Types

Experiment with various content formats (questions, polls, behind-the-scenes, user-generated content, educational content, promotional content) to identify what resonates with your audience.

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Analyze Performance Regularly

Review post analytics weekly or monthly. Identify patterns in high-performing content and replicate success. Discontinue content approaches that consistently underperform.

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Coordinate Campaigns Across Channels

Align social media messaging with email marketing, website content, and other channels for consistent brand experience and reinforced messaging.

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Set Social Media Goals

Define measurable objectives (increase followers by X%, generate Y leads per month, drive Z website traffic). Track progress and adjust strategy based on results.

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Stay Current with Platform Changes

Social media platforms frequently update features, algorithms, and policies. Stay informed about changes affecting your strategy and adapt quickly.

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Use Scheduling Strategically

Schedule posts during peak engagement times when audience is most active. Research optimal posting times for each platform and your specific audience demographics.

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Include Clear Calls-to-Action

Every post should have a purpose. Tell audience what action to take (visit website, register for event, share opinion, make purchase).

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Troubleshooting Common Issues

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Social Account Won’t Connect

Possible causes:
  • Insufficient account permissions (must be page admin)
  • Personal profile selected instead of business page
  • API permissions not fully granted during authentication
  • Platform API temporarily unavailable
Resolution: Verify you have administrator access to business page. Re-authenticate and carefully grant all requested permissions. Some platforms require enabling API access in platform settings.

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Scheduled Posts Not Publishing

Possible causes:
  • Account disconnected or authentication expired
  • Platform API rate limits exceeded
  • Scheduled time in past (timezone confusion)
  • Media files too large or wrong format
Resolution: Check account connection status. Re-authenticate if needed. Verify scheduled time is future time in correct timezone. Confirm media files meet platform requirements.

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Post Previews Look Wrong

Possible causes:
  • Different image aspect ratios across platforms
  • Text exceeding platform character limits
  • Special characters not rendering correctly
  • Link preview metadata issues
Resolution: Review platform-specific requirements. Crop images to appropriate aspect ratios for each platform. Shorten text for platforms with limits. Test links to verify preview displays correctly.

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Comments Not Appearing in Streams

Possible causes:
  • Stream filters excluding certain content
  • Comment notification delays from platform API
  • Stream not refreshing automatically
  • Privacy settings blocking comment visibility
Resolution: Review stream filter configuration. Manually refresh stream. Check platform privacy settings to ensure comments are public. Wait for API sync (can take several minutes).

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Analytics Not Updating

Possible causes:
  • Platform API data delays (metrics update on platform schedule, not real-time)
  • Account disconnected
  • Insufficient API permissions for analytics
  • Historical data not available (only tracks from connection date forward)
Resolution: Wait for platform API updates (typically hourly or daily). Re-authenticate account with full permissions. Analytics only capture data from connection date forward, not historical data.

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Need Help?

Ask Your Knowlix:
  • “Create a social post announcing our holiday sale for Facebook and Instagram”
  • “Schedule a LinkedIn post for tomorrow at 10am”
  • “Show me engagement metrics for this week’s social posts”
  • “Create a lead from the comment on today’s Twitter post”
  • “Add a Facebook stream for page mentions”
  • “What social posts are scheduled for next week?”
Contact Support: For questions about social media platform integration, API authentication, campaign configuration, or analytics setup, contact Knowlix support through the Help menu.