Outreach and social marketing

The Outreach area records human sales activity. Social Marketing manages provider connected posts and engagement. Both are linked to CRM and campaigns but they are not the same as automated email or SMS delivery.

#Create outreach scripts

Open Marketing → Outreach and create a script. Each script belongs to a service and includes:

• A channel, Call, Email, or Message
• A title
• The script body
• An optional variant label
• An optional rejection playbook

Use variants when the commercial offer is the same but the opening or objection handling differs. Keep the title specific enough that a teammate can select the correct script without opening every record.

#Log an outreach touch

Record the activity after a call, message, or manually sent email. Select the service and channel, optionally link the script, and identify the target through a lead, contact, client, email, phone, or clear target label.

The log can capture notes, whether an email was captured, and a scheduled meeting time. This history is useful only when the team records the result, not merely that an attempt occurred.

Outreach entitlement is available on Growth and Scale. If Marketing is active but Outreach is absent, verify the base plan in addition to the Marketing add on.

#Connect a social account

Open Social Marketing → Accounts. The current guided account connection surface supports Instagram professional accounts discovered through Facebook Pages the operator manages. The integration must be configured by an administrator, and the Instagram account must be professional and linked correctly.

Connected provider credentials are not displayed after storage. Disconnecting an account stops future scheduled posts for that account but does not delete provider content already published.

#Compose a social post

1. Open Social Marketing and select Create post.
2. Enter the post content.
3. Select one or more connected accounts.
4. Add media URLs through the media picker where needed.
5. Link an umbrella marketing campaign when applicable.
6. Save a draft, schedule it, or publish now.

A published post is locked. This keeps the stored post aligned with what was sent to the provider. Create a new post when you need a materially different message.

The composer can optionally request a push notification for supported workspace subscribers. A push lifecycle row does not by itself guarantee delivery to a device that has revoked browser permission.

#Schedule responsibly

Confirm the scheduled time, account selection, media, and campaign attribution before saving. A disconnected account cannot publish a queued post. The social publishing job processes scheduled records and records the resulting status.

#Review insights

When the provider supplies insights, post cards and the edit view can show impressions, likes, comments, and shares. Insight synchronization depends on the connected account permissions and provider availability.

Do not compare totals from different networks as if the definitions are identical. Each provider controls what an impression or engagement means.

#Social feeds

The Feeds destination shows supported mentions, comments, messages, and hashtag streams collected from connected accounts. Streams are refreshed by the scheduled social polling process.

If a feed is empty, confirm that an account is connected and a stream has been configured. Provider permissions can allow publishing while denying some inbox or insight data.

#Website visitors

The Visitors destination shows activity captured from published sites through the visitor tracking endpoint. A visitor begins as an anonymous token and can later be associated with a contact, lead, or partner.

The visitor detail records first and last seen time, session count, source or campaign attribution when present, and page view history. Identification links the visitor to CRM data; it does not retroactively prove the identity of every prior person who used the same browser.

#Comment to lead

Supported social comment events can create or link lead activity through the normalized comment webhook. This depends on a valid connected account and a provider integration that sends the required signed or authenticated event data.

#Troubleshooting

#No social accounts are available in the composer

Open Social Marketing → Accounts and connect an eligible account. If connection is unavailable, ask an administrator to verify the platform integration and provider permissions.

#A scheduled post did not publish

Confirm the account is still connected, the post is scheduled for the intended timezone, and its status is not Draft or Failed. Review provider errors before creating a duplicate.

#Insights remain empty

The provider may not return insights yet, the account may lack insight permission, or the sync job may not have run. Confirm the post has a provider identifier and the account connection includes the required scopes.

#Outreach is missing

Outreach requires a Growth or Scale entitlement. The Marketing Automation add on alone does not enable the plan gated outreach feature.

#Visitor tracking shows anonymous rows

Anonymous is expected until a form, identity link, or operator action associates the token with a CRM record. Do not guess an identity from page activity alone.