FAQ

Frequently Asked Questions

Frequently Asked Questions

Yes, you can Hide or Delete comments on Facebook, Instagram, YouTube, and LinkedIn. When you click Hide or Delete in real-time the comments will be hidden on the social platform but you'll still be able to see the hidden comments or the deleted comments on Juphy's Inbox. You'll also see the details at the reports section.Most of our customers use hiding instead of deleting because when you hide a comment, the commenter won't be able to realize it, so at that point, he is still going to see his own comment like published. So you can moderate it easier this way.

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Yes! We have a partnership program. You can join the program from the link below;https://juphy.tapfiliate.com/We'll contact you when you apply successfully.

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Yes! In the team settings section, you can set permissions for the team members who have a moderator role. If you add a user as a Moderator, you'll see Set Permissions tab on the team list.When you click Set Permissions button, you can manage the visibility of channels and users for the specified team members.NOTE: If you add a user as an admin instead of a moderator or read-only, the user will have all the permissions like the owner of the account.

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Currently, we do not have any type of chatbot integration but we've some related topics to this question.https://juphy.canny.io/feature-requests/p/chatbot-integrationhttps://juphy.canny.io/feature-requests/p/messenger-marketing-crm-chatbothttps://juphy.canny.io/feature-requests/p/continually-integrationWe have a plan to release an advanced API structure to make that kind of integrations possible.

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You can easily change your password on the account settings section.Login to JuphyOpen the menu from the top-left sidebar.Click the name and email tab.You'll see the password changing section.In order to change your email please contact us at [email protected], we'll take action immediately.

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You can follow the topics from our public roadmap to share your feedback about our mobile app development;https://juphy.canny.io/feature-requests/p/mobile-app-for-juphy

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At the moment we support;Facebook Direct Messages [Real-time] Facebook Comments [Real-time] Facebook Ads Comments [Real-time]Instagram Comments [Real-time] Instagram Ads Comments [Every 10 minutes]Twitter Mentions [Every 2 minutes] Twitter Direct Messages [Every 2 minutes] Twitter Monitoring By Keywords [Every 5 Minutes]YouTube Comments [Every 10 minutes]LinkedIn Comments [Every 5 Minutes]Google My Business Reviews [Every 10 minutes]Play Store Reviews [Every 10 Minutes]App Store Reviews [Every 10 Minutes]Gmail, Custom Emails, and Live-chat widget for your websites will be available in 2021. Please follow our public roadmap to stay updated https://juphy.canny.io/feature-requests

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Browser caches sometimes can cause this kind of issue.Please click the link below to refresh your cache;https://app.juphy.com/signin?system=resetIf you still have a problem, please send an email to the support team at [email protected]

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The most know reason for this error is out-of-time authentication or permission between Juphy and the communication platform (Facebook, Instagram, Email, etc.). The connection might be broken due to many reasons such as changing passwords.In order to fix the issue, you need to follow the steps below;Login to JuphyJump to Channels settings.Select the platform that you have an issue.Click authentication button. For example, If you have an issue with Facebook messages. Click Add Facebook Pages button at the https://app.juphy.com/accounts/facebookSystem will redirect you to the platform (Facebook or any other)Accept all required permissions.System will redirect back you to Juphy's Inbox.Try to send a reply to any of the comments or messages.We hope that your issue will be fixed.

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Most of the communication platforms work in real-time on Juphy. Some of them are not working real-time due to their API limitation but we're the fastest one on the customer tool market.Details;Facebook Direct Messages [Real-time]Facebook Comments [Real-time]Facebook Ads Comments [Real-time]Instagram Comments [Real-time]Instagram Ads Comments [Every 10 minutes]Twitter Mentions [Every 2 minutes]Twitter Direct Messages [Every 2 minutes]YouTube Comments [Every 10 minutes]LinkedIn Comments [Every 5 Minutes]Google My Business Reviews [Every 10 minutes]Play Store Reviews [Every 10 Minutes]App Store Reviews [Every 10 Minutes]Emails [Every 30 Seconds]These are the current data aggregation timings of Juphy.

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All our data is securely stored in the Netherlands. Our web-server providers are DigitalOcean Inc. and MongoDB, Inc.

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In order to change your username;Click on your workspace name at top-left corner of the screen.Click on your name.On the new screen, type your new username then update it.

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In order to change workspace name;Click on "Team" at left side of the screen.Click the workspace name at the middle of the screen and start typing the new name.

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In Juphy, you won't get this error anymore, we're an official partner with Facebook and Facebook gave us an API to overcome this issue.Solved case;https://juphy.canny.io/feature-requests/p/facebook-24-hour-time-limitWhen you receive a new message on Facebook Messenger, you'll have 24 hours time period to send your reply. Otherwise, you may receive (#10) This message is sent outside of the allowed window error message.

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Go to https://www.facebook.com/settings?tab=business_toolsFind Juphy in the list and select and remove Juphy from the listhttps://app.juphy.com/accounts/facebook go back channels and click "Add Facebook Button"Select all Page you have during Authentication (You can remove some of them if you want later from Juphy's dashboard, during authentication on facebook.com select all channels)When you finished authentication, Facebook will redirect you back to JuphyYou're done for Facebook, if you also have Instagram accounts, please continue the steps;Go to https://app.juphy.com/accounts/instagram and click "Add Instagram account" and the system will send you to Facebook again, and select all channels even if you do not need them, then continue.Facebook will redirect back you to Juphy, and then you can check the issue solved or not.

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We all know that every business has its own special domain-like abc.YourDomain.com that can be replaced with your own custom domain.Although you can use your root domain (YourDomain.com), we still recommend using a subdomain (abc.YourDomain.com). Because connecting your root domain might affect your emails and anything else set up on it. Read this to know more about it.Instructions1) Click "White-label" from left menu.2) Upload your image and click "Save Image".3) Copy the given subdomain and create a CNAME for your own subdomain with it. Each company has a unique way of creating CNAME records, here is the list of popular ones:GoDaddyNamecheapBlueHostIf yours is not on the list. Please contact them for instructions.When adding a CNAME record, generally, you see two fields. Host and Target. Enter your custom domain for Host, and, your current Juphy domain for Target.Example host: Your custom domain (ex: www.SupportOfMyDomain.com)Example target: Your Juphy domain (ex: support.MyDomain.com)4) After you setting the CNAME record, click "Activate".5) Type your subdomain or domain (ex: support.MyDomain.com or SupportOfMyDomain.com) and click "Save and Finish Activation".Optional: We're activating SSL certificates manually within 24 hours. So if you send us a mail ([email protected]) about your completion, we can activate it sooner!And that's really it! You completed setting up the white label! From now on, you or your clients can access Juphy from your choice of domain!

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Part A: Get a Number from Twilio1) If you have a number, skip to 2, In the Twilio dashboard, click the hashtag (#) icon, then click "Buy a Number" from the submenu.If you already have a Twilio number, you can use that number and skip this step. We recommend you select "ANY" for the maximum capabilities.2) If you have an approved number for WhatsApp, you can skip to Part B. Click on the chat bubble icon in the left sidebar, then click on "Senders", then click "WhatsApp Senders"Click the "Sign up to request access" button. On the next page, the button sends you, you'll fill out a form.After filling the form, click on the "Request Now" button below. This process might take a couple of business days for Twilio to review.Part B: Connection with Juphy1) Once the number is approved, you're ready to make the connection between Juphy and Twilio. Firstly, go to your Twilio Dashboard by clicking on the house icon from the left sidebar, then click "Dashboard" from the submenu. Copy your "Account SID" and "Auth Token" from that panel. These will be needed in the next step.2) Go to "Channels" and "WhatsApp" in the Juphy interface.Fill out the form with your Account SID, Auth Token, and your Twilio number, click on the "Connect" button.Congratulations! You have now successfully connected your Twilio number with Juphy!

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