Data Update Schedule
Provider - Where the data comes from
Data - What kind of data that we’re getting from the provider
Backfill - The amount of time or data that we’re all to retrieve when a new credential is added
Update Schedule - How often we update the data for the provider
Provider
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Data
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Backfill
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Update Schedule
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Twitter
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Followers
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None
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Every day, getting the current data
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Twitter
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Post Counts
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3,200 Most Recent Tweets*
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Every day, getting the current data
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Twitter
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Post Analytics/Insights
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None
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Every day, getting the current data***
|
Facebook
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Followers
|
None
|
Every day, getting the current data
|
Facebook
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Post Counts
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All Time
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Every day, getting the current data
|
Facebook
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Post Analytics/Insights
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None
|
Every day, getting the current data***
|
Instagram
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Followers
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None
|
Every day, getting the current data
|
Instagram
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Post Counts
|
10,000 Most Recent Posts**
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Every day, getting the current data
|
Instagram
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Post Analytics/Insights
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None
|
Every day, getting the current data***
|
Google Q&A
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Post Counts
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All Time
|
Every day, getting the current data
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All data that is updated every 24 hours is updated at or around 12am (Midnight) UTC.
Note that Post Count backfill specifications are for the main post, all replies to those posts do not count against the maximum number of objects that are backfilled.
* These are tweets that belong to your profiles timeline. In addition, we also retrieve up to 800 of the most recent tweets that the profile is tagged/mentioned in.
** Posts that have been posted by the business account and posts that the business account has been directly tagged in.
*** At a minimum, we will update the last seven days worth of posts. If the engagement of the post continues to rise past 7 days, we will continue to collect data for up to a maximum of 30 days or when the ride in engagement stops, whichever is smaller.
Potential Data Delays
You may experience the following delays in engagement data displaying in the Social Summary.
When Social Credentials are added and valid:
Data
|
Delay
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Follower Counts
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Up to 24 hour delay between what shows up on the provider and what shows up in the social summary.
|
Post Counts
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Real Time - 15 minute delay**
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Post Analytics/Insights
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Up to 24 hour delay between what shows up on the provider and what shows up in the social summary.*
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* For viewing post specific post analytics/insights, if a post is less than 24 hours old, data will be updated every 10 minutes. This data will not affect the overall metrics that are shown in the social summary.
** Depending on the provider, it could take up to 24 hours to retrieve the post/comment.
When Social Credentials are inactive or missing:
Data
|
Delay
|
Follower Counts
|
Up to 24 hour delay between what shows up on the provider and what shows up in the social summary.
|
Post Counts
|
Up to 24 hour delay between what shows up on the provider and what shows up in the social summary.*
|
Post Analytics/Insights
|
Not Available
|
* Google Q&A Data is only available with credentials.
FAQ
Q: I just added a location to Chatmeter, why am I not seeing any engagement* data for the last week?
A: We only start collecting engagement, Google Q&A, and follower data from the point in time that you add a credential.
**Only post counts for Twitter, Facebook and Instagram will have historical data
Q: I just added a location to Chatmeter, why am I seeing a huge spike in engagement data for the day that I added the location?
A: We are unable to retrieve the history of the data, therefore all posts’ metrics and or follower counts that a page has will all be counted towards the day in which the location was created and page credential was added. Don’t worry, future data won’t be affected by this.
Q: I just re-added my external credential to Chatmeter, why am I seeing a gap in engagement* data?
A: We only start collecting engagement data from the point in time that you add a credential.
* Also applies to follower/fan counts and Google Q&A
Q: Why am I not seeing any Google Q&A data?
A: You will need to verify that your external credentials are valid for Google.
Q: Why am I not seeing engagement data for posts that were created before May 1st 2020?
A: Engagement data was not collected prior to May 1st 2020.
Q: Why did all of my engagement* data drop down to 0 all of a sudden?
A: An External Credential was likely removed, and all posts tied to it have been removed in accordance with the terms of service agreed upon with the provider in order to access the data.
Q: Why do I not see any engagement* data in the summary but I see some within the providers platform?
A: If the change in data occurred within the last 24 hours we may not have collected the data yet.
* Also applies to follower/fan counts
Q: It has been a couple of days since my engagement* data in the summary has updated but I see some within the providers platform?
A: A credential has likely expired and needs to be re-added.
* Also applies to follower/fan counts
Q: My engagement data doesn’t match what I see in the providers platform.
A: We compute your engagement data by summing up all of the metrics for each individual post within your activity feed that we have data for. Some reasons for a mismatch include:
- You may have had a credential expire during the time period that you’re looking at.
- A credential may not have access to a page’s post/Not all pages have a valid credential. Valid being one with access to all data.
Q: I have my Facebook credentials added, but I don’t see engagement data for Facebook or Instagram?
A: You will likely need to re-add your credentials or give the `Reputation Management Application` within Facebook Business settings access to the `Read Insights` permission for all pages.
Here is more information on each permission. Be sure to refresh credentials and update permissions in order to get all publishing capabilities see all engagement data available:
Manage Pages (manage_pages) allows us to see posts and reviews, without it, we can't get that information through the API. This is also used for publishing content.
Publish (publish_pages) as pages you manage is required for responding to reviews. You need this and manage pages. This is also required for being able to publish social posts.
Read Insights (read_insights) allows us to request analytics about your pages, such as engagement and such.
Instagram Basic (instagram basic) allows us to access their information and photos that they publish and are tagged/mentioned in
Instagram Manage Comments (instagram manage comments) allows them to be able to comment on posts that they have along with access to special kinds of mentioned media, such as tagged in the comments of a post. Thus, even if they don't have social publishing, this is still needed to get some information.
Q: The sum of the engagements in the top performing posts don’t match the metrics tab sum. Why is it off?
A: It is not matching because the metrics tab is not taking the sum of all posts created within the time frame. It is looking at all engagements that occurred within that time range. So if you’re viewing the last week of data, and you had 100 views on a post created over 1 week ago, but those views occurred within the last week, they will be added and accounted for in the metrics tab. They will not be accounted for in the top performing posts tab.
Q: The metrics tab shows that there were 8 questions, 8 answers and 5 missing business replies. How is this possible?
A: Answers is the combination of business replies and customer replies.