Frequently Asked Questions
Overview links: Documentation Home · Settings Overview
What is SIA and how does it work?
SIA is Socialone's AI assistant that helps draft replies, generate posts, and automate actions. It learns from your brand tone in Settings → SIA Context.
How do I schedule social media posts?
Go to Posts in the sidebar, open the Schedule tab, create your post, select platforms, set a publish date/time, and hit Save.
Can I send messages in bulk via WhatsApp?
Yes. Go to Campaigns → Broadcasts, upload or select a contact list, choose a template, and schedule your message campaign.
How do I trigger automatic ticket creation from a form?
Open a form, go to Actions, set a trigger (low rating or specific answer), and add the Create Ticket action.
How do WhatsApp Flow Forms work?
A form can be published as a WhatsApp Flow, then attached to a Flow Template. That template can be sent in broadcasts or workflows.
Why isn’t my form showing in the Flow Template dropdown?
The form must be published as a WhatsApp Flow first. Open the form, set screens/content, and publish before creating the Flow Template.
Why can’t I select a template in Broadcasts?
Templates must be approved and linked to the same WhatsApp account used in the broadcast.
What’s the difference between a Form, a WhatsApp Flow, and a Template?
A form is your question set. A WhatsApp Flow is the WhatsApp version of that form. A Template is the WhatsApp message that can open the Flow.
Why is my WhatsApp template stuck in Pending or Rejected?
Templates are reviewed by Meta. If it stays Pending, wait for approval. If Rejected, update the content and resubmit.
How do I check delivery issues for WhatsApp broadcasts?
Open the broadcast and review delivery status for each batch or recipient. Common causes are invalid numbers, rate limits, or template quality. For error codes and fixes, see Messages Delivery Issues.
What date format should I use for Contacts import?
Use ISO format for dates (YYYY‑MM‑DD). This applies to any custom date fields in your CSV.
What if I need technical support?
Contact Support via in-app chat or submit a request through the Support Center. Include your workspace name, the affected channel (WhatsApp, Instagram, Facebook, or Google), the exact error message, and the steps to reproduce. If it is time‑sensitive, add the time window and any relevant screenshots.