FAQs

Answers to frequently asked questions about Kommon Poll usage and behaviour.

Why is my data dashboard not loading properly?

Check your internet connection, refresh the page, and make sure you are logged in. Try reducing the time range or number of projects selected. If it still fails, try another browser or incognito mode to rule out extensions, and contact support if the issue persists.

How can I verify that tracking is active for my social pages?

Go to Sidebar -> Settings -> Monitoring -> Social Tracking for tracked sources and Sidebar -> Settings -> Monitoring -> Social Linking for linked accounts. Confirm that your pages, profiles, or listings are connected or active and that there are no error messages. You can also filter Mentions to that page or profile and check whether recent posts appear.

Why are some mentions or posts missing from my project?

Most often, missing data is caused by query, time, source, or filter settings:

• Your keywords may not match how people mention the brand.
• Your time range may not cover when the post was published.
• Filters such as platform, region, language, sentiment, or priority may exclude the mention.
• For some platforms, posts are only captured when the correct tracking source or linked account is configured.
• If a source was added with From Now Only, older mentions are excluded.

If Backfill 30 Days was selected, Kommon Poll attempts to collect recent history up to 30 days where supported, but this is not guaranteed unlimited history.

How long does it take for new mentions to appear?

This depends on the platform and account configuration. Social mentions may appear within minutes to a few hours. News, blogs, review platforms, and messaging-related sources may sync in scheduled batches.

If delays look unusual, check source status, active filters, and the selected tracking start mode.

How does Kommon Poll handle deleted or edited posts?

If a post is edited, Kommon Poll may retain the original version or update content on the next sync, depending on platform capabilities.

If a post is deleted from the platform, Kommon Poll may stop showing it in new exports or live views, but historical aggregates can remain unchanged.

Why do my filters return no data?

You may be combining filters in a way that leaves no matching mentions. Try:

• Broadening the time range.
• Removing one filter at a time.
• Confirming that the project actually collects data in that segment.
• Checking source setup in Social Tracking or Social Linking.

Can I edit sentiment for a specific mention?

Where manual sentiment editing is available:

1. Open the mention card.
2. Click the sentiment badge.
3. Adjust the sentiment slider.
4. Click Set.

Manual edits help correct sarcasm, mixed sentiment, or misclassified high-impact mentions.

Why do Mention Count and Social Reach not match?

Mention count is how many mentions were collected. Social reach estimates how many people could have seen those mentions.

A few mentions from large accounts can create high reach. Many mentions from small accounts can create lower reach.

How should I interpret sudden spikes or drops?

Spikes and drops can be caused by:

• Campaign launches or promotions.
• News coverage or viral posts.
• Crises, outages, or service issues.
• Changes in queries, tracking sources, filters, or linked accounts.

Use trend charts to locate the spike, Mentions to read the underlying posts, and Kommon Poll AI to summarize the event.

Why are scheduled reports or alerts not being delivered?

Check:

• Spam or junk folders.
• Recipient email addresses.
• Linked WhatsApp numbers.
• Teams channel email address.
• Slack workspace settings.
• Whether the schedule or alert rule is active.

Notification channel setup is under Sidebar -> Settings -> Notifications -> Notifications Center. WhatsApp and Slack setup pages are under the Notifications group in Settings.

Which languages are supported?

Language support can depend on your plan, integrations, and markets. If the current interface exposes a language or coverage settings page, use that for the latest account-specific options. For specific language questions, contact support with the languages you need.

How do I report bugs or unexpected behaviour?

Use the in-app Help or Support option, if available, or your usual support channel. Include:

• A short description of the issue.
• The time it occurred.
• The project and filters you were using.
• Screenshots or screen recordings, if possible.

How can I contact support and include logs?

From within the app:

• Open the Help or Support menu.
• Use Contact Support or Submit Ticket where available.
• Include diagnostics or technical logs if the option is shown.
• Add relevant screenshots, report names, or URLs.