Tips & Tricks for Social Listening

About Social Listening Tips and Tricks

While you are setting up social listening, you may run into some questions about social media account setup, field types, required data, or other configurations. On this support page, we try to cover some of the most common solutions, troubleshooting tips, and requirements.

Connecting Social Media Accounts to Workflows

One of the first steps when you select a social data extraction task is to connect to a social media account to Qualtrics workflows. Your organization’s Facebook or Instagram accounts can be added for a particular account, or an admin can make them widely available for other users in their license to connect with.

To connect a social media account to Qualtrics, you will need to be able to be able to personally log into that account.

Adding an Account

The following screenshots and steps to log in may vary based on the social media account you’re connecting to. However, the concepts are the same.

1. Click Add a user account.
   
2. Name the account. This is how it will appear in the list of available accounts.
   
3. Click Connect account.
4. If you’re not already logged in, log into the social media account.
   
5. Authorize Qualtrics’ access request.

Once your connection is set up, you’ll be taken back to Qualtrics to complete your workflow task.

Adding and Managing Accounts as a Brand Administrator

If you are a Brand Administrator, you can control what Qualtrics users have access to these social media accounts so they can use them with workflows. You can also add, edit, and remove accounts as needed.

When looking for an extension with the admin tool, they’ll match the exact task name:

• Extract data from Instagram
• Extract data from Facebook

For steps, see the following support pages:

• Adding (or editing) an account
• Determining who can use an extension account
• Deleting an account

Refreshing Your Social Media Account Connection

The following screenshots and steps to log in may vary based on the social media account you’re connecting to. However, the concepts are the same.

1. Click Back.
   
2. On the “Choose account” page, click the dropdown next to the account.
   
3. Click Refresh account.
   
4. Reconnect your social media to Qualtrics.
5. Save your task.

Troubleshooting Facebook Data Extraction

These are troubleshooting tips tailored to the Extract data from Facebook task.

Tracking your own profile

Every Facebook account comes with a user token rate limit. This rate limit is shared across any applications that your Facebook account is using and unknown to Qualtrics. This means Qualtrics cannot guarantee how much data you can pull from Facebook to Qualtrics.

While from the Qualtrics side, there is a limit of posts and comments that can be extracted per day, due to Facebook use token rate limits, we cannot guarantee data will not be cut off before that point.

Tracking external profiles

While there is a limit of posts and comments that can be extracted per day, we cannot guarantee that this exact limit will be pulled, due to how these records are registered with the Facebook API. For example:

• Edits to comment text are treated as entirely new comments.
• Two comments on the same post with the exact same date_created and content (including photos) will be considered the same comment.
• Posts older than two weeks are not tracked. Workflows will not capture new comments on those posts, and new comments do not result in the post being tracked again.
• When a profile you don’t own posts a comment or reply, the following fields will be empty:
  • author
  • author ID
  • externalreferenceid
  • Url

Troubleshooting Instagram Data Extraction

No Instagram Business Account profiles with access to manage

You may receive the following error message:

“No Instagram Business Account profiles found that [your Facebook account] has access to manage.”

Make sure you have met all of the account requirements listed here. After that, try refreshing your account.

Type of content

The Extract data from Instagram task can only pull information from profiles you own.

For photos, reels, and videos, Qualtrics can only pull the caption and a link to the full post. This task can also pull comments and replies to these posts, in addition to hashtags on the profile.

Gaps in Instagram data

Every Instagram account comes with a user token rate limit. This rate limit is shared across any applications that your Instagram account is using and unknown to Qualtrics. This means Qualtrics cannot guarantee how much data you can pull from Facebook to Qualtrics.

While from the Qualtrics side, there is a limit of posts and comments that can be extracted per day, we cannot guarantee that this exact limit will be pulled, due to Instagram use token rate limits.

Changing Tracked Hashtags

Changing the hashtags tracked by a business account requires disabling the tracking of a hashtag for a week and altering the query the following week.

To change the hashtags you track, remove it from your list of tracked tags for a week. The following week, you’ll be able to add a new hashtag.

You can remove tracked tags by editing your workflow, clicking Validate, then Save.

Available Data from Social Accounts

Required Social Data Fields

This table has a list of all of the fields required for a social post, their field types, and descriptions. Each one of these fields appears in all data pulled from Facebook and Instagram.

The field type recommendations can be applied in the data loader and/or in the dashboard data mapper. Mapping correctly in the data loader will ensure the most accuracy.

Additional Social Data Fields by Platform

In addition to required fields, there is other information available for the social data you extract. The information included with social data varies based on the social platform the data came from.

The field type recommendations can be applied in the data loader and/or in the dashboard data mapper. Mapping correctly in the data loader will ensure the most accuracy.

FAQs