How can we help?
Answers to the questions people ask most about Herrald, from your first sign-in to your last export.
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Browse by topic
- Getting startedInvites, accounts and signing in.
- Connecting networksFacebook, Instagram and what comes next.
- The inboxFinding, sorting and clearing conversations.
- AI reading and draftsHow it reads every message and writes in your voice.
- Rules and automatic repliesWhat happens on its own, and how to stop it.
- Team and permissionsRoles, brands, invites and alerts.
- Plans and usageWhat counts, what it costs, and your own AI key.
- Privacy and securityHow your data is kept apart, protected and deleted.
Getting started
Connecting networks
- Which networks can I connect?
- How do I connect Facebook and Instagram?
- What does Herrald ask Facebook for?
- How do I disconnect an account or move it to another brand?
- What happens if our Facebook access stops working?
- Can I answer DMs here, and how long do I have?
- How fast do new comments arrive? Will it bring in old ones?
- Can we connect our own website or app?
The inbox
- How is the inbox ordered?
- How do I find a conversation?
- What do the statuses mean?
- Can I act on many conversations at once?
- How do I assign, escalate or close a conversation?
- How do I quiet a busy post?
- Why are some replies between commenters left alone?
- Can I see how many likes a comment has?
- I replied on Facebook directly. Does Herrald know?
- What happens when a reply fails?
AI reading and drafts
- How does Herrald sort messages?
- What happens to each kind of message out of the box?
- How does it write in our brand's voice?
- Can it learn our voice from our website?
- What checks does every draft pass?
- What will Herrald never do?
- Can I ask for a draft when there isn't one?
- The AI got it wrong. How do I correct it?
- Which languages does it handle?
- Which AI does Herrald use? Is our data used for training?
- What does “Use as exemplar” do?