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Frequently Asked Questions

Getting Started​

How do I get access to Clarence AI?​

You must receive an activation code from your organization’s Clarence AI Administrator. Use this code on the registration page to create your account.

What roles are available?​

Clarence AI uses two primary roles:

  • Admin – Full control over configuration, users, and connected accounts.
  • Editor – Focused on content creation, engagement, and monitoring.

See Admin vs Editor Roles for details.

Security & Access​

Why did I get logged out automatically?​

For security, Clarence AI automatically logs users out after 20 minutes of inactivity. This helps protect your organization’s social media accounts.

Can I share my account with a colleague?​

No. Each person should have their own account. All actions are logged per user, so sharing accounts undermines accountability and security.

Analytics & Reporting​

What metrics can I see on the Analytics Dashboard?​

You can view:

  • Mentions – How often your brand is mentioned.
  • Engagement – Likes, shares, comments, and other interactions.
  • Reach – Estimated audience size.
  • Sentiment – Positive, Negative, or Neutral breakdown.

See Analytics Dashboard Overview for more.

Can I export reports?​

Yes. You can export analytics views as PDF reports for use in briefings and presentations. See Exporting Reports.

AI Response Management​

How does Clarence AI know what to say?​

Responses are generated using your Knowledge Base (FAQs, policies, statements) combined with your Normal and Sensitive configurations.

When will the AI respond automatically vs send to humans?​

  • Normal configurations: Used for routine topics where auto‑response is allowed.
  • Sensitive configurations: Typically detect and escalate posts to the Manual Responder rather than responding automatically.

See AI Response Management Overview for details.

Where can I review past responses?​

Use the Responses Log to see every response (automated or manual), its type, platform, and timestamp. See Understanding Response Logs.

Content & Campaigns​

What’s the difference between a single post and a campaign?​

  • Single posts (Poster tab): One‑off messages you publish or schedule.
  • Campaigns: Structured, multi‑post series with defined dates, frequency, and time windows.

Support​

Who do I contact for policy or tone questions?​

Contact your internal team lead or designated Admin. They can advise on how to apply your organization’s communication policies in Clarence AI.

Who do I contact if something is broken?​

Contact your designated Clarence AI technical support representative via your official support channel. See Getting Help & Support Escalation.

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