# SocialEcho - Frequently Asked Questions (FAQs) ## Table of Contents 1. [General Questions](#general-questions) 2. [Product Features](#product-features) 3. [Pricing & Billing](#pricing--billing) 4. [Platform Support](#platform-support) 5. [Security & Privacy](#security--privacy) 6. [Technical Support](#technical-support) 7. [Account Management](#account-management) 8. [AI & Automation](#ai--automation) --- Note: Feature availability varies by platform, region, and account permissions due to official API limitations. Some capabilities may require specific account types or additional approvals. ## General Questions ### What is SocialEcho? SocialEcho is an AI-powered social media management platform that helps brands, creators, and agencies efficiently manage their global social media presence. We provide unified multi-platform management, smart publishing, data analytics, AI automation, and sentiment monitoring. ### Who is SocialEcho for? SocialEcho is designed for: - Content creators and influencers managing multiple accounts - Businesses and brands running global social media campaigns - Marketing agencies managing multiple client accounts - MCN organizations and talent agencies - E-commerce companies with international presence ### What makes SocialEcho different from other tools? - **AI-Powered**: Latest AI models for sentiment analysis and intent recognition (industry-leading accuracy, continuously optimized) - **Comprehensive**: 5-in-1 platform (Publishing, Engagement, Analytics, Listening, Automation) - **Global Focus**: Designed for Chinese brands going global with multi-language support - **Official APIs**: Integration via official platform APIs (where supported) for security and stability - **Team Collaboration**: Advanced multi-brand team isolation and permission management ### Is there a free trial? Yes! New users get a full 7-day free trial with access to all premium features. No credit card required to start. ### Do I need technical knowledge to use SocialEcho? No. SocialEcho is designed with an intuitive interface that requires no technical expertise. We also provide comprehensive tutorials, documentation, and 24/7 support. --- ## Product Features ### Publishing ### Q: Which social media platforms are supported? A: We support 7 major platforms including Facebook, Instagram, X (Twitter), LinkedIn, TikTok, YouTube, and Telegram. New platforms are added regularly based on user demand. ### Q: Can I customize content for different platforms? A: Yes! Our smart content adaptation feature automatically adjusts content format and publishing strategy based on each platform's characteristics and algorithm preferences. ### Q: How does scheduled publishing work? A: You can set specific publishing times or let our AI analyze optimal posting times. The system supports batch scheduled publishing across multiple accounts and platforms, with visual calendar management. ### Q: Can I save drafts? A: Yes, you can save drafts and edit anytime before publishing. ### Engagement ### Q: How does the unified inbox work? A: The unified inbox automatically aggregates comments, direct messages, and mentions from your connected platforms (where supported) into one centralized dashboard. No need to switch between platforms. ### Q: How accurate is AI sentiment recognition? A: Our AI model is extensively trained with sentiment recognition accuracy over 95%, and it continuously learns and optimizes over time. ### Q: Will automated replies seem impersonal? A: No. Our AI reply system allows you to freely define multiple reply templates and supports customized sending logic. You maintain full control over the tone and content. ### Q: Can I manually review before auto-replies are sent? A: Yes. You can set up approval workflows where important automated responses require manual confirmation before sending. ### Analytics ### Q: How frequently is data updated? A: Data is automatically updated every hour. Key metrics are available in near real-time to ensure you always have the latest insights. ### Q: How far back can I access historical data? A: Free plan: 30 days. Basic and Team plans: 180 days of historical data for analyzing long-term trends and seasonal changes. ### Q: Can I track competitor accounts? A: Yes! Simply input competitor account names, and our system automatically captures public data for analysis and comparison, generating detailed competitive reports. ### Q: What export formats are supported? A: We support Excel format exports with customizable report content and time ranges. PDF export is available on selected plans or rolling out gradually. ### Listening (Monitoring) ### Q: Do I need KOL authorization to monitor their content? A: No. The system monitors public KOL posts and comments automatically from publicly available content, within platform policy constraints. No authorization from the KOL is required. ### Q: What types of keywords can I monitor? A: You can monitor brand names, product names, competitor keywords, industry terms, crisis keywords, hashtags, and more. All monitoring rules are fully customizable. ### Q: How does sentiment monitoring work? A: Our AI automatically analyzes the emotional tone of discussions around your keywords (positive, negative, or neutral) and provides real-time alerts when significant sentiment shifts occur. ### AI Automation ### Q: How accurate is AI automation? A: Our AI models are extensively trained with over 95% accuracy in sentiment recognition and intent analysis. The system continuously learns and optimizes based on your data. ### Q: Can I customize automation rules? A: Yes! You can fully customize automation rules based on your business needs, including trigger conditions, response content, execution actions, and approval workflows. ### Q: What if AI misjudges user intent? A: We provide human review mechanisms where you can set manual confirmation for important automated operations. You can also adjust rules based on performance data. ### Q: How do you ensure automated reply quality? A: The system provides reply template management, A/B testing features, real-time monitoring, and performance analytics to continuously improve reply quality. --- ## Pricing & Billing ### Q: How are accounts/channels calculated? A: Each social media account counts as one channel. For example, if you have 3 Facebook accounts and 2 Instagram accounts, that's 5 channels total. ### Q: What's the difference between monthly and annual billing? A: Annual billing offers a 20% discount, equivalent to getting 2.4 months of service free. You save money while locking in your rate. ### Q: What is the minimum number of accounts I need to purchase? A: For Basic and Team plans, the minimum is 5 accounts. You can add additional accounts individually as you grow. ### Q: Can I upgrade or downgrade my plan anytime? A: Yes! You can adjust the number of channels or change your billing period anytime in account settings. Changes take effect immediately, and billing is prorated. ### Q: Do I need a credit card for the free trial? A: No. Our 7-day free trial is completely free with no credit card required. After the trial, you can choose to subscribe or continue with the free plan. ### Q: What happens if I cancel my subscription? A: You can cancel anytime. Your account will remain active until the end of your current billing period. You can export all your data before cancellation. ### Q: Is there a refund policy? A: Yes. We offer a 30-day refund policy. Terms may apply depending on usage and payment method. ### Q: Are there any hidden fees? A: No. Our pricing is transparent. The only costs are your chosen plan and any additional accounts you add. No setup fees, no hidden charges. ### Q: Do you offer discounts for non-profits or educational institutions? A: Yes! Please contact our sales team for special pricing for qualified non-profits and educational organizations. --- ## Platform Support ### Q: Which platforms does SocialEcho support? A: We currently support: - Facebook (Pages; Groups support varies by permissions and APIs) - Instagram (Feed, Stories, Reels) - TikTok (Video publishing and analytics) - X (Twitter) (Tweets and threads) - YouTube (Video management and analytics) - LinkedIn (Company pages) - Telegram (Channels) Note: More platforms are coming soon ### Q: Are you planning to add more platforms? A: Yes! We continuously add new platforms based on user demand. Upcoming platforms under consideration include Pinterest, Reddit, and regional platforms. ### Q: Do you support all features on every platform? A: We support the core features on all platforms, but some features may vary based on each platform's API capabilities and limitations. Check our platform-specific documentation for details. ### Q: Can I connect multiple accounts from the same platform? A: Absolutely! You can connect unlimited accounts from the same platform (within your plan limits). ### Q: How do I connect my social media accounts? A: Simply click "Add Account" in your dashboard, select the platform, and authorize SocialEcho through the official OAuth flow. We never store your passwords. --- ## Security & Privacy ### Q: How secure is my data? A: We use enterprise-grade security: - ISO 27001/27701 aligned - SOC 2 aligned practices - End-to-end encryption for all data transmission - Encrypted data storage - Regular security audits ### Q: Do you comply with GDPR and CCPA? A: Yes. We are fully compliant with GDPR, CCPA, and other international privacy regulations. You maintain full ownership of your data. ### Q: How do you connect to my social media accounts? A: We use official OAuth 2.0 APIs provided by each platform. We never ask for or store your passwords. You can revoke access anytime. ### Q: Can you see my private messages? A: We only access data that you explicitly authorize through the official APIs. We cannot access any data that you don't grant permission for. ### Q: Will SocialEcho post without my permission? A: No. All publishing requires your explicit action or pre-configured automation rules that you set up. Nothing is posted without your consent. ### Q: How is data separated between different brands/clients? A: We implement complete data isolation. Each brand team has its own isolated workspace and data boundaries. Access is strictly controlled by roles and permissions. ### Q: What happens to my data if I cancel? A: You can export all your data before cancellation. After cancellation, your data is retained for 30 days, then permanently deleted per our retention policy. --- ## Technical Support ### Q: What kind of support do you provide? A: We offer multiple support channels: - 24/7 live chat support - Email support (response within 24 hours) - Comprehensive knowledge base and documentation - Video tutorials and webinars - Dedicated customer success managers (Enterprise plans) ### Q: Do you provide onboarding assistance? A: Yes! All new customers receive onboarding support including: - Platform walkthrough - Account setup assistance - Best practices guidance - Training materials ### Q: Is there a community or forum? A: Yes! We provide a user community and support channels (community availability may vary by region). ### Q: Do you offer training for teams? A: Yes. Team and Enterprise plans include team training sessions. We can conduct customized training for your specific use cases. ### Q: What are your support hours? A: Live chat support is available 24/7. Email support is monitored during business hours with 24-hour response time. Emergency support is available for Enterprise customers. --- ## Account Management ### Q: How many social media accounts can I manage? A: It depends on your plan: - Free: 1 account - Basic: 5+ accounts (minimum 5, add more individually) - Team: 5+ accounts (minimum 5, add more individually) - Enterprise: Unlimited accounts ### Q: Can I manage accounts for multiple brands? A: Yes! Our Media Agency solution is specifically designed for managing multiple brand clients with team isolation and separate workspaces. ### Q: How does team collaboration work? A: You can invite team members with different role permissions: - Creator: Full management rights (invite members, configure settings, manage accounts) - Member: Daily operations (publish content, manage engagement, view data) ### Q: Can team members see all data? A: Team members can only see data from the brands/teams they're assigned to. Creators control access permissions. ### Q: Is there a limit on team members? A: Free and Basic plans: 1 member. Team and Enterprise plans: Unlimited team members. ### Q: Can I transfer account ownership? A: Yes. Account owners can transfer ownership to another user. Contact our support team for assistance. --- ## AI & Automation ### Q: What AI models do you use? A: We use the latest large language models (LLMs) specifically trained for social media content analysis, sentiment detection, and intent recognition. ### Q: How many automation executions do I get? A: Automation quotas by plan: - Free: Not available - Basic: Purchased accounts × 1,000 executions/month - Team: Purchased accounts × 5,000 executions/month - Example: 10 accounts on Team plan = 50,000 executions/month ### Q: What counts as an automation execution? A: One execution = one automated action such as: - Auto-reply to a comment - Auto-categorization of a message - Sentiment analysis of a post - Keyword detection trigger ### Q: Can I purchase additional automation executions? A: Yes! You can purchase incremental automation packages if you exceed your monthly quota. ### Q: Does AI support multiple languages? A: Yes. Our AI supports major languages including English, Chinese (Simplified and Traditional), Spanish, French, German, Japanese, Korean, and more. ### Q: How do I set up automation rules? A: Go to Automation Settings, create a new rule, define your trigger conditions (keywords, sentiment, platform), set actions (reply, tag, notify), and activate. You can test rules before going live. ### Q: Can I turn off AI features? A: Yes. All AI features are optional. You can enable or disable specific AI capabilities based on your preferences. --- ## Additional Questions ### Q: Can I use SocialEcho for personal accounts? A: Yes! SocialEcho works great for both personal and business accounts. Many individual creators use our platform. ### Q: Do you offer white-label solutions? A: Yes, for Enterprise customers. Contact our sales team to discuss white-label options. ### Q: Can I integrate SocialEcho with other tools? A: Enterprise plans include API access for integration with your existing tools and workflows. ### Q: Do you support multiple languages in the interface? A: Yes. SocialEcho interface is available in English and Chinese. More languages coming soon. ### Q: How often do you release new features? A: We release updates regularly, typically every 2-4 weeks. Major features are announced in advance with user feedback incorporated. ### Q: Can I suggest new features? A: Absolutely! We love user feedback. Submit feature requests through the in-app feedback form or contact support. --- ## Getting Help If you can't find the answer to your question here: 1. **Search our Knowledge Base**: Comprehensive documentation and guides 2. **Contact Support**: 24/7 live chat or email support@socialecho.com 3. **Book a Demo**: Schedule a personalized demo with our team 4. **Join Community**: Connect with other users in our community forum --- Last Updated: 2025-12-13 For the latest information and updates, visit our website or contact our support team.