Marsello Social General Questions
Q. If a merchant's business Facebook account is linked to a personal profile, will that personal profile appear in Marsello once the business profile is connected?
A. No. When connecting to Marsello, the merchant will be prompted to choose the appropriate Meta Business account. The personal profile will not appear.
Q. Why can't I connect Facebook or Instagram to Marsello?
A. The merchant MUST connect their business Instagram & Facebook pages BEFORE they can complete the steps to connect them to Marsello.
Q. Is it possible to link more than one Facebook business page to a Marsello account?
A. No. Each Marsello account can only be linked to one Facebook Business page, one Instagram account, and one TikTok account.
Q. Can we have one Instagram account linked to multiple Marsello accounts?
A. Yes, it's technically possible to link a single Instagram account to multiple Marsello accounts. However, this is not recommended, as it may cause connection issues and require frequent reconnections.
General questions
Q. What is the difference between Marsello and other social apps?
A. The key difference is that Marsello can track sales generated from social posts. Social media sales tracking (formerly known as attribution) works through tagged products or collections. Note: any promo codes used in these posts must come directly from your connected integration.
Q. What are some common Social terms I should be aware of?
A. Frequently used terms in Marsello Social include:
Reach – The number of unique users who have seen your content
Impressions – The total number of times your content has been displayed
Engagement – Interactions such as likes, comments, and shares
Clicks – The number of times users clicked on your post or call-to-action (CTA
Q. Are you integrated with Pinterest?
A. Currently, we do not have an integration with Pinterest. If you are interested in seeing this integration, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. I am using Marsello Professional, do I need to pay to use social as an add-on feature?
A. Marsello's social feature is currently included with your Marsello Professional plan.
Q. Can I post directly to YouTube from Marsello?
A. Currently, there isn't a feature that will allow you to post to YouTube through Marsello. If you are interested in seeing this integration, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Historical Sync
Q. Can I sync historical orders from social posts through to Marsello?
A. If you are using a Shopify, Lightspeed X-Series, Lightspeed, O-Series, Heartland POS or Cin7 Omni integration, it is possible to sync through your historical orders.
Q. Is Marsello able to sync historical posts?
A. Yes, once your social accounts are connected, your previous 100 posts will automatically sync through.
Q. Why aren't social stats not matching what is in Marsello?
A. If a merchant connects another social account AFTER the initial sign-up process the 100 posts will not automatically sync into Marsello. In the ‘Social Posts’ window click ‘Sync Posts’
Content Design
Q. Is there a way to remove the background using the editing tool with Marsello Social?
A. Currently, background removal is not available in the Marsello Social editing tool. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Posting
Q. Why aren't my TikTok Videos posting?
A. Marsello can auto-schedule TikTok videos, but it cannot auto-publish them. When you schedule a post, a notification will be sent to your TikTok inbox at the scheduled time as a reminder. You’ll then need to publish the video manually from TikTok.
Q. Can I add add music to Reels in Marsello?
A. This feature isn’t currently available. Due to copyright restrictions, you’ll need to add music using Instagram’s in-app tools. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Can you tag people/users on Instagram posts?
A. Please use @instagramhandle to tag someone. In Marsello this will appear as text, however, it will tag the person/company when the post is published on Instagram.
Q. I can't seem to get my Facebook and Instagram sync going. What steps can I take to ensure it's working?
A. Recommended troubleshooting steps in this scenario are:
Disconnect social accounts
Ensure IG & FB are connected
Reconnect to Marsello
Confirm (with a screenshot) that all permissions are set to YES
Q. Is it possible to tag my scheduled Instagram photos and Instagram shop products instead of tagging them in the description?
A. Currently, it isn't possible to tag scheduled Instagram photos. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Can I invite collaborators to schedule posts for Instagram?
A. Not at this time. Marsello does not currently support collaborator access for scheduling Instagram posts. However, you can create a Marsello login for a collaborator. Please note that doing so will grant them full admin access to your account. If more flexible permissions would be helpful, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Is it possible to edit a social post once it is scheduled to send?
A. Currently, there isn't a way to edit a social post while it is scheduled to be sent. You will need to cancel the scheduled send, edit the post, and schedule to send again. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. If my brand generally uses Marsello to manage social media posts, but then they do an ad-hoc post directly from say the Instagram app - would this then display in Marsello the same as other posts? Or will Marsello only display posts that are done via Marsello?
A. Yes, as long as your Instagram account is connected to Marsello, posts made directly from Instagram will appear and be trackable in Marsello, including for sales attribution.
Q. Is there a feature that will boost my social posts?
A. Currently, there isn't a feature that will allow you to boost your social posts. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Linkin Bio
Q. Is there a recommended image size for the logo section of the link in the bio builder of the social feature?
A. For optimal display on the page:
Use 80px–100px tall for square or round logos
Use 40px–64px tall for long (horizontal) logos
The easiest approach is to upload logos at these dimensions and turn auto-width ON in the builder.
For a crisp appearance on high-resolution screens, upload images at 1.5x the display size (e.g., 120px–150px or 60px–96px tall). You can then resize them using the image width setting in the builder. For square or round logos, an image width between 18%–22% usually works well.
Q. Is there a way to link Instagram posts via the linkin bio?
A. Currently, direct linking to Instagram posts via the builder isn't supported. f you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
As a workaround, you can add an image block in your Linkin Bio and hyperlink it to your Instagram post—ideal for showcasing a few of your most popular posts.
Q. Can I sort the Linkin bio reporting by date?
A. Currently, there isn't a feature that will allow you to sort the linkin bio reporting by date. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. Can I link my loyalty program to Instagram so customers can check their loyalty points balances?
A. You can link your loyalty program to your Instagram profile by adding your unique loyalty link to your page.
eCommerce only and omnichannel merchants - your unique loyalty link is your online store URL with /?loyal
POS-only merchants- your dedicated customer portal domain
Bopple merchants - use your Bopple loyalty landing page
Reporting
Q. Is it possible to track stories?
A. A: Yes, Marsello can track Stories. However, please note that engagement stats such as comments and reach do not sync through at this stage.
Q. Am I able to edit my default sales tracking window for social posts?
A. Currently, this isn't a feature that is available. If you are interested in seeing this feature, please click here to share your thoughts. Your feedback goes straight to our product team and helps us prioritize what matters most to you.
Q. What is social media Sales Tracking? (previously named Attribution)
A. Social Media Sales Tracking measures sales influenced by your social posts. A sale is tracked if it includes:
A product or collection that was tagged in a social media post within the defined tracking window,
and/orA promo code that was attached to the social post and used in the order.
Q. What is the recommended sales tracking time for my social posts?
A. The recommended (and default) tracking window is 24 hours. You can reduce this if you’re testing different posting times, but for best results, it's advised to keep it as close to 24 hours as possible.
Q. What happens when 2 x posts are made at the same time with a product tag? For example - If I post a Facebook post and an Instagram post with the same product tagged and a sale is made, will Marsello split the attributable revenue?
A. Currently, both posts will get the revenue.
Social Sales Tracking
⚠️ Important: Here are some key details about how social sales tracking works:
Social sales tracking includes orders placed within the sales tracking window, it is based on the product, collection, or promotion included in the order within the sales tracking window.
Post engagement is not considered for sales tracking.
📝 Note: This is the most direct we can get sales tracking, Social media platform APIs, don’t allow ANY company to pull back individual data, only totals. So we are the smartest social media management tool on the market.
Q. How do I add sales tracking to a social post?
A. In your Marsello admin, go to Marketing > Social Media > Posts.
Click on the post you want to tag for sales tracking.
Select Track Sales.
Under the Shopify Products or Shopify Collections drop-down, choose the products or collections you want to tag.
Click Save.
Q. How does the sales tracking align with the different tagging options?
A. Any order that includes a product tagged or a product in a specific collection (regardless of being tagged separately or together) will be counted towards your sales tracking statistics.
Q. What is the recommended sales tracking window for social posts?
A. The recommended and default sales tracking window for Social Posts is 24 hours, however, this can be customized.
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