Hello! For anyone following this thread, I held a Product Coaching session today with @alexsiegel. We found that based on her reporting needs and their current care team leveraging Topic Queues, we landed on taking the following steps:   Created a new exclusive Topic Queue specifically for COVID-19 - Employee comments & messages. No rules will be created for this Topic Queue as they will be focused on manually reviewing messages at this time. Agents will now assign any COVID-19 comments & messages from employees into this new Topic Queue. @alexsiegel will use Care Dashboard filters to include all relevant Topic Queues + their COVID-19 label. She will ensure to not include the newly created COVID-19 Employee Topic Queue. If anyone has any questions or would like to learn more, please feel free to schedule a Handling Increased Inbound Volume Product Coaching session for the Social Marketing Inbox. ... View more

Hi there @elizatickle! In order to support Instagram authentication into the Social Marketing product, your Instagram account must be set up as a business profile, which means it must be tied to a Facebook page as per their API. You can read more about the requirements for authentication in our article: Instagram authentication checklist for Marketing  You can also read more about this on Instagram's website. As far as best practices go, I'll leave this open to discussion if there are any tricks or tips other teams have when it comes to creating and not using a Facebook page for the purpose of creating an Instagram business profile. ... View more

Hi there @ericawhite! You should be able to find the resources you need in the Social Marketing > Analytics > Definitions knowledge-base hub. Here are some of the more commonly used articles that may be of use to you: Definitions: Analytics metric calculation types  Definitions: Engagement by Social Channel  Create a Posts data export    ... View more

Hi @JChristman. Just wanted to close the loop here after our Product Coaching session and confirm that @DaveEv is referring to a different product than the one you are currently using. There is not currently a hide option for users within the Social Marketing product. If you haven't done so already, I highly recommend adding your idea to the Marketing Product Ideas board! ... View more