> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://care.coreware.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# coreSTORE - Marketing Module

### Marketing Module Setup Guide

Welcome to the CoreWARE Marketing Module! This comprehensive guide will walk you through setting up and using all features of the marketing module. By the end of this guide, you'll be ready to manage your online reputation, plan social media content, and track your marketing analytics.

## Table of Contents

1. [Overview](#1-overview)
2. [Getting Started](#1-getting-started)
3. [Reputation Management](#1-reputation-management)
4. [Social Media Planner](#1-social-media-planner)
5. [Analytics & Tracking](#1-analytics-tracking)
6. [Best Practices](#1-best-practices)
7. [Troubleshooting](#1-troubleshooting)

---

# Overview

The Marketing Module combines three powerful tools to help you grow your business:

* **Reputation Management**: Monitor and respond to reviews from Google Business Profile (with support for more platforms coming soon)
* **Social Media Planner**: Create, schedule, and publish posts to Facebook and Instagram
* **Analytics**: Track your website performance with Google Analytics integration and UTM campaign tracking

---

# Getting Started

### Accessing the Marketing Module

1. Log in to your Coreware account
2. Navigate to **Marketing** from the main menu
3. You'll see the Marketing Dashboard with five main tabs:
* **Dashboard**: Overview of all marketing metrics
* **Reputation**: Review management
* **Social Media Planner**: Social media content management
* **Campaigns**: Coming soon
* **Analytics**: Website analytics and UTM builder

---

# Reputation Management

Reputation Management helps you monitor, manage, and respond to customer reviews across multiple platforms. Currently, Google Business Profile is fully supported with AI-powered response generation.

### Step 1: Connect Your Google Business Profile

#### Prerequisites
* A Google Business Profile (formerly Google My Business)
* Admin access to your Google Business Profile
* Your business must be verified on Google

#### Connection Process

**Option A: OAuth Connection (Recommended)**

1. Navigate to **Marketing** → **Reputation** tab
2. Click **Integrations** in the sub-menu
3. Click **Connect Google Business Profile**
4. You'll see a popup asking you to sign in with Google
5. Select the Google account that has access to your business profile
6. Review the permissions requested:
* View and manage your business information
* Read and respond to reviews
7. Click **Allow**
8. Select your business profile from the list
9. Click **Connect**
10. You'll be redirected back to Coreware with your profile connected

**Option B: Manual Connection**

If OAuth doesn't work for your account:

1. Navigate to **Marketing** → **Reputation** → **Integrations**
2. Click **Connect Google Business Profile**
3. Switch to the **Manual Setup** tab
4. Open a new browser tab and go to [Google Business Profile](https://business.google.com/)
5. Find your business and copy the profile URL
6. Return to Coreware and paste the URL
7. Enter your business name
8. Click **Get Place ID** to verify your business
9. Click **Connect**

> **Note**: Manual connections have limited functionality. OAuth is strongly recommended for full features including AI-powered responses.

### Step 2: View and Manage Reviews

Once connected, your reviews will automatically sync:

1. Go to **Marketing** → **Reputation** → **Dashboard**
2. You'll see:
* **Total Reviews**: Overall review count
* **Average Rating**: Your star rating
* **Reply Rate**: Percentage of reviews you've responded to
* **New Reviews This Month**: Recent review activity
* **Review Feed**: All reviews with filtering options

#### Filtering Reviews

Use the filter controls to find specific reviews:

* **Business**: Filter by connected business (if you have multiple)
* **Platform**: Filter by platform (Google, etc.)
* **Rating**: Filter by star rating (1-5 stars)
* **Has Reply**: Show only reviews you've responded to or haven't responded to
* **Date Range**: Filter by date received
* **Sort By**: Sort by newest, oldest, highest rated, or lowest rated

### Step 3: Respond to Reviews

#### Manual Response

1. Find the review you want to respond to
2. Click **Reply** on the review card
3. Type your response
4. Click **Send Reply**
5. Your response will be posted to Google Business Profile

#### AI-Powered Response (Recommended)

Let CoreY, our AI assistant, craft professional responses:

1. Click **Generate AI Response** on the review card
2. CoreY will analyze the review sentiment and content
3. Review the generated response
4. Edit if needed or regenerate for another option
5. Click **Send Reply** when satisfied

**AI Response Features:**
* Personalized to the review content
* Maintains your brand voice
* Handles positive and negative reviews appropriately
* Thanks reviewers and addresses concerns professionally

### Step 4: Set Up AI Agents (Optional)

AI Agents can automatically respond to reviews based on rules you define:

1. Go to **Marketing** → **Reputation** → **CoreY**
2. Click **Create AI Agent**
3. Configure your agent:
* **Name**: Give your agent a descriptive name (e.g., "Positive Review Responder")
* **Trigger Conditions**: 
    * Rating range (e.g., 4-5 stars for positive reviews)
    * Keywords to match
    * Business profiles to monitor
* **Response Template**: Set the tone and style
* **Auto-Reply**: Enable to automatically respond (or leave disabled for review-before-send)
4. Click **Save Agent**
5. Toggle the agent **Active** when ready

> **Best Practice**: Start with auto-reply disabled to review AI responses before they're sent. Once you're confident, enable auto-reply for efficiency.

### Step 5: Request Reviews from Customers

Proactively ask satisfied customers for reviews:

#### Create Review Request Templates

1. Go to **Marketing** → **Reputation** → **Review Requests**
2. Click **Create Template**
3. Choose template type:
* **Email Template**: Send via email
* **SMS Template**: Send via text message
4. Configure your template:
* **Template Name**: Internal name for your reference
* **Subject** (Email only): Email subject line
* **Message**: Your review request message
* Use placeholders for personalization:
    * `{customer_name}` - Customer's name
    * `{business_name}` - Your business name
    * `{review_link}` - Direct link to leave a review
5. Preview your template
6. Click **Save Template**

#### Send Review Requests

**Manual Send:**
1. From **Review Requests** tab, click **Send Request**
2. Select a template
3. Choose the business profile
4. Enter customer contact information
5. Click **Send**

**Automated Send (via CRM):**
* Review requests can be triggered automatically from your CRM workflows
* Set up automation in **CRM** → **Campaigns** to send after purchase or service completion

### Step 6: Create Review Widgets for Your Website

Display your reviews on your website with customizable widgets:

1. Go to **Marketing** → **Reputation** → **Widgets**
2. Click **Create Widget**
3. Choose widget type:
* **Summary Badge**: Shows average rating and total reviews
* **Review Carousel**: Scrolling display of recent reviews
* **Review Grid**: Grid layout of review cards
* **Review List**: Vertical list of reviews
4. Customize appearance:
* **Theme**: Light or dark
* **Colors**: Match your brand
* **Layout**: Adjust spacing and sizing
* **Reviews**: Choose which reviews to display
5. Preview your widget in real-time
6. Click **Generate Code**
7. Copy the embed code
8. Paste into your website's HTML where you want the widget to appear

> **Website Builder Integration**: If you're using Coreware's Website Builder, widgets can be added directly without code.

---

# Social Media Planner

The Social Media Planner helps you create, schedule, and publish content to Facebook and Instagram from one centralized location.

### Step 1: Connect Facebook and Instagram

#### Prerequisites
* A Facebook Page (personal profiles cannot be used)
* An Instagram Business Account (must be linked to your Facebook Page)
* Admin access to both accounts

> **Important**: Instagram Business accounts are different from personal Instagram accounts. Your Instagram Business account must be connected to your Facebook Page. Learn how to convert or link your account [here](https://www.facebook.com/business/help/898752960195806).

#### Connection Process

1. Navigate to **Marketing** → **Social Media Planner**
2. Click the **Integrations** tab
3. Click **Connect Facebook & Instagram**
4. You'll be redirected to Facebook login
5. Sign in with your Facebook account
6. Facebook will show the permissions requested:
* Manage your Pages
* Publish posts on your behalf
* Access Instagram Business account
* View insights and analytics
7. Click **Continue**
8. Select which Facebook Pages to connect
9. Click **Done**
10. You'll be redirected back to Coreware

**Verify Connection:**
* You should see your Facebook Page listed under **Connected Accounts**
* If your Instagram Business account is linked to your Page, it will also appear
* Each account will show its username and connection status

#### If Instagram Doesn't Appear

If you only see Facebook but not Instagram:

1. Verify your Instagram account is a **Business Account** (not Creator or Personal)
2. Ensure your Instagram Business account is linked to your Facebook Page:
* Open Facebook Page settings
* Go to **Instagram** in the left menu
* Click **Connect Account**
* Follow the prompts to link your Instagram
3. After linking, return to Coreware and click **Refresh Connections**
4. Your Instagram account should now appear

### Step 2: Create Your First Social Media Post

1. Navigate to **Marketing** → **Social Media Planner** → **Create Post**
2. Select which accounts to post to:
* Check the box for each account (Facebook, Instagram, or both)
* You can see which accounts are connected
3. Write your post content:
* Type your message in the text area
* Use the hashtag button to add hashtags
* Click **+ Add Hashtag** or type `#` directly
* Emojis are fully supported

#### Adding Media

4. Click **Upload Media** to add images or videos:
* **Supported Formats**:
    * Images: JPG, PNG, GIF
    * Videos: MP4, MOV (under 100MB)
* **Best Practices**:
    * Facebook: Recommended 1200x630px
    * Instagram: Square (1080x1080px) or Portrait (1080x1350px)
* You can add up to 10 images for carousel posts (Facebook)
* Instagram supports up to 10 images or 1 video per post

5. Preview your post:
* See how it will appear on each platform
* Check character counts (Instagram captions are limited to 2,200 characters)

#### Scheduling Your Post

6. Choose when to publish:
* **Publish Now**: Immediately post to selected accounts
* **Schedule for Later**: Pick a date and time

**To Schedule:**
1. Click **Schedule Post**
2. Select date and time
3. Review the schedule summary
4. Click **Confirm Schedule**

**To Publish Immediately:**
1. Click **Publish Now**
2. Confirm publication
3. Your post will be sent to Facebook/Instagram within 1-2 minutes

#### Saving as Draft

7. If you're not ready to publish or schedule:
* Click **Save as Draft**
* Your post is saved and can be edited later
* Find drafts in the **Posts** tab under **Drafts** filter

### Step 3: Manage Your Posts

View and manage all your posts:

1. Go to **Marketing** → **Social Media Planner** → **Posts**
2. You'll see tabs for different post statuses:
* **All Posts**: Everything
* **Scheduled**: Posts waiting to be published
* **Published**: Posts that have been published
* **Drafts**: Saved drafts

#### Edit a Post

**For Drafts:**
1. Click the post card
2. Click **Edit**
3. Make your changes
4. Save, schedule, or publish

**For Scheduled Posts:**
1. Click the post card
2. Click **Edit**
3. Update content or schedule time
4. Click **Update**

> **Note**: Once a post is published to Facebook/Instagram, it cannot be edited from Coreware. You must edit directly on the platform.

#### Delete a Post

1. Click the post card
2. Click the **Delete** button (trash icon)
3. Confirm deletion
4. For scheduled posts, this cancels the scheduled publication

### Step 4: View Social Media Analytics

Track your social media performance:

1. Go to **Marketing** → **Social Media Planner** → **Analytics**
2. View key metrics:
* **Total Posts**: Number of posts published
* **Engagement Rate**: Likes, comments, shares
* **Reach**: How many people saw your posts
* **Best Performing Posts**: Top posts by engagement

#### Understanding Metrics

**Engagement Metrics:**
* **Likes**: Post likes/reactions
* **Comments**: Number of comments
* **Shares**: Number of shares (Facebook only)
* **Engagement Rate**: (Likes + Comments + Shares) / Reach × 100

**Reach & Impressions:**
* **Reach**: Unique users who saw your post
* **Impressions**: Total times your post was displayed

> **Note**: Analytics refresh every 24 hours. Recent posts may show "Processing" until data is available.

### Step 5: Optimize Your Posting Strategy

Use the **Dashboard** tab for insights:

1. Go to **Marketing** → **Social Media Planner** → **Dashboard**
2. Review:
* **Posting Frequency**: How often you post per week
* **Best Time to Post**: When your audience is most active
* **Platform Performance**: Compare Facebook vs Instagram
* **Content Performance**: Which types of content perform best

**Recommendations:**
* Post consistently (3-5 times per week recommended)
* Use high-quality images and videos
* Include 3-5 relevant hashtags
* Engage with comments on your posts
* Test different posting times to find what works best
* Mix content types: promotions, education, entertainment

---

# Analytics & Tracking

Track your website performance and marketing campaigns with integrated analytics.

### Step 1: Connect Google Analytics

#### Prerequisites
* A Google Analytics 4 (GA4) property
* Admin access to your Google Analytics account
* Your website must have GA4 tracking code installed

#### Connection Process

1. Navigate to **Marketing** → **Analytics** tab
2. Click the **Settings** sub-tab
3. Click **Connect Google Analytics**
4. Sign in with your Google account (the one with Analytics access)
5. Grant permissions:
* View your Google Analytics data
* View and manage your Analytics account
6. Select your Analytics account
7. Select your property (website)
8. Click **Connect**
9. Your analytics data will start loading

> **First Time Setup**: It may take 5-10 minutes for data to populate after initial connection.

### Step 2: View Website Analytics

Once connected, you can view comprehensive website metrics:

1. Go to **Marketing** → **Analytics** → **Analytics** tab
2. Select a date range (last 7 days, 30 days, or custom)
3. View key metrics:

#### Traffic Overview
* **Total Visitors**: Unique visitors to your site
* **Page Views**: Total pages viewed
* **Bounce Rate**: % of single-page sessions
* **Avg. Session Duration**: Average time spent on site

#### Traffic Sources
See where your visitors come from:
* **Direct**: Typed your URL or bookmarked
* **Organic Search**: Found you via Google, Bing, etc.
* **Social**: Came from social media
* **Referral**: Clicked a link from another website
* **Email**: Clicked from an email campaign

#### Top Pages
* Which pages get the most traffic
* Page views and time on page for each

#### Visitor Trends
* Daily visitor chart
* Trend comparison (up or down from previous period)

#### Device & Location
* Desktop vs Mobile vs Tablet traffic
* Geographic location of visitors

### Step 3: Create UTM Tracking Links

UTM parameters help you track which marketing campaigns drive traffic. Use the UTM Builder to create trackable links:

1. Go to **Marketing** → **Analytics** → **UTM Builder** tab
2. Fill in the UTM parameters:

#### Required Fields
* **Website URL**: The page you're linking to (e.g., `https://yoursite.com/product`)
* **Campaign Source**: Where the traffic comes from (e.g., `facebook`, `newsletter`, `google`)
* **Campaign Medium**: Marketing medium (e.g., `social`, `email`, `cpc`)
* **Campaign Name**: Specific campaign identifier (e.g., `summer_sale`, `product_launch`)

#### Optional Fields
* **Campaign Term**: Paid search keywords (for Google Ads)
* **Campaign Content**: Differentiate similar links (e.g., `banner_ad` vs `text_link`)

3. Click **Generate UTM Link**
4. Copy the generated URL
5. Use this URL in your marketing campaigns (social posts, emails, ads)

#### View UTM Campaign Results

1. Go to **Marketing** → **Analytics** → **Analytics** tab
2. Scroll to **Campaign Performance**
3. See traffic and conversions by campaign
4. Compare campaign effectiveness

**Example Use Cases:**
* Track Facebook ad performance: `?utm_source=facebook&utm_medium=cpc&utm_campaign=summer_sale`
* Measure email campaign success: `?utm_source=newsletter&utm_medium=email&utm_campaign=weekly_tips`
* Compare social platforms: `?utm_source=instagram&utm_medium=social&utm_campaign=product_launch`

### Step 4: Save and Manage UTM Campaigns

Create reusable campaign templates:

1. In the **UTM Builder** tab, fill in campaign parameters
2. Click **Save Campaign**
3. Give it a memorable name
4. The campaign is saved for future use
5. Access saved campaigns from the **Saved Campaigns** dropdown
6. Load a saved campaign to quickly generate new links

---

# Best Practices

### Reputation Management

✅ **DO:**
* Respond to all reviews within 24-48 hours
* Thank customers for positive reviews
* Address concerns in negative reviews professionally
* Use AI-generated responses as a starting point, then personalize
* Request reviews from satisfied customers consistently
* Monitor review trends to identify recurring issues

❌ **DON'T:**
* Ignore negative reviews
* Get defensive or argumentative
* Copy-paste generic responses
* Offer compensation publicly (handle via private message)
* Ask for reviews with incentives (violates Google's policies)

### Social Media Planner

✅ **DO:**
* Post consistently (3-5 times per week)
* Use high-quality, original images
* Include relevant hashtags (3-5 per post)
* Engage with comments on your posts
* Schedule posts during peak engagement times
* Mix content types (educational, promotional, entertaining)
* Use Instagram Stories (post separately on Instagram)

❌ **DON'T:**
* Post the same content repeatedly
* Use low-resolution or stretched images
* Overuse hashtags (looks spammy)
* Ignore comments on your posts
* Post only promotional content
* Schedule too many posts at once (space them out)

### Analytics & Tracking

✅ **DO:**
* Check analytics weekly to spot trends
* Use UTM parameters for all marketing campaigns
* Create consistent UTM naming conventions
* Track campaign performance over time
* Compare different marketing channels
* Set goals in Google Analytics (conversions, purchases)

❌ **DON'T:**
* Use spaces in UTM parameters (use underscores or hyphens)
* Mix up source and medium (follow standard conventions)
* Forget to test UTM links before deploying
* Use UTM parameters for internal links
* Change naming conventions mid-campaign

---

# Troubleshooting

### Reputation Management Issues

**Problem: "Can't connect to Google Business Profile"**

Solutions:
1. Ensure you're signing in with the correct Google account (one with access to your business)
2. Verify your business is verified on Google Business Profile
3. Check you have at least "Manager" role on the business profile
4. Try the manual connection method instead
5. Clear browser cache and try again
6. Try a different browser (Chrome recommended)

**Problem: "Reviews aren't syncing"**

Solutions:
1. Check your connection status in **Integrations** tab
2. Click **Refresh Reviews** to manually sync
3. Disconnect and reconnect your account
4. Reviews sync every 4 hours automatically; recent reviews may take time to appear

**Problem: "AI responses aren't generating"**

Solutions:
1. Ensure your Google Business Profile is connected via OAuth (not manual)
2. Check that the AI Agent is enabled
3. Try regenerating the response
4. Check your subscription includes AI features

### Social Media Planner Issues

**Problem: "Instagram doesn't appear after connecting Facebook"**

Solutions:
1. Verify you have an Instagram **Business Account** (not personal or creator)
2. Ensure your Instagram is linked to your Facebook Page:
* Go to Facebook Page Settings → Instagram
* Connect your Instagram Business account
3. Return to Coreware and click **Refresh Connections**
4. If still not showing, disconnect and reconnect Facebook

**Problem: "Post failed to publish"**

Solutions:
1. Check that the account is still connected (Settings → Integrations)
2. Verify your content meets platform requirements:
* Image size under 8MB
* Video under 100MB
* No prohibited content
3. Ensure you have posting permissions on the Facebook Page
4. Check if the Facebook Page or Instagram account is active
5. Try publishing manually on the platform to verify account status

**Problem: "Scheduled post didn't publish"**

Solutions:
1. Check the post status in the **Posts** tab
2. Look for error messages on the post card
3. Verify the account was connected at the scheduled time
4. Check that the post wasn't deleted
5. Reschedule or publish manually

### Analytics Issues

**Problem: "No analytics data showing"**

Solutions:
1. Wait 24 hours after connecting (initial data load time)
2. Verify Google Analytics is installed on your website
3. Check you selected the correct GA4 property
4. Ensure your website has received traffic in the selected date range
5. Verify you have "Read & Analyze" permissions in Google Analytics
6. Disconnect and reconnect your Google Analytics account

**Problem: "UTM links aren't tracking"**

Solutions:
1. Verify UTM parameters are correctly appended to the URL
2. Check Google Analytics is properly installed
3. Wait 24-48 hours for data to appear in Analytics
4. Ensure you're looking at the correct date range
5. Test the link in an incognito window
6. Use Google's Campaign URL Builder to validate your link format

**Problem: "Campaign data is missing"**

Solutions:
1. Confirm you're viewing the correct date range in Analytics
2. Check that UTM parameters were used consistently
3. Verify the campaign has received clicks
4. Look in Google Analytics directly under Acquisition → Campaigns
5. Allow 24-48 hours for data to populate

---

# Getting Help

If you continue to experience issues:

1. **Check System Status**: Visit your account settings to see if there are any known issues
2. **Contact Support**: 
* Email: support@coreware.com
* Live Chat: Available in the app (bottom right corner)
* Phone: Available in your account dashboard
3. **Documentation**: Visit the Help Center for detailed articles
4. **Training**: Book a free onboarding session with our team

---

## Quick Start Checklist

Print or save this checklist to track your setup progress:

### Reputation Management Setup
* [ ] Connect Google Business Profile
* [ ] Verify reviews are syncing
* [ ] Respond to your first review
* [ ] Set up an AI Agent (optional)
* [ ] Create a review request template
* [ ] Add a review widget to your website (optional)

### Social Media Planner Setup
* [ ] Connect Facebook Page
* [ ] Connect Instagram Business account
* [ ] Create your first post (or draft)
* [ ] Schedule a post
* [ ] Publish a post immediately
* [ ] Check post analytics after 24 hours

### Analytics Setup
* [ ] Connect Google Analytics
* [ ] Verify website data is appearing
* [ ] Create a UTM tracking link
* [ ] Deploy UTM link in a campaign
* [ ] Check UTM campaign results after 24-48 hours

---

## Congratulations! 🎉

You've completed the Marketing Module setup! You're now equipped to:

✅ Monitor and respond to customer reviews  
✅ Manage your social media presence efficiently  
✅ Track your marketing performance with analytics  
✅ Make data-driven decisions to grow your business  

**Next Steps:**
1. Set up a weekly routine to check your dashboard
2. Schedule social posts for the next 2 weeks
3. Create UTM links for your next marketing campaign
4. Respond to any pending reviews

**Pro Tip**: Set aside 30 minutes every Monday morning to review your marketing metrics, respond to reviews, and schedule your social content for the week. Consistency is key to marketing success!

---

*Last Updated: October 2025*  
*Coreware Marketing Module v2.0*