Social insights

Open Social in the main sidebar, then Insights. Insights shows how each connected account is doing and how every one of its posts performed, whether the post was published from Smileline or directly on the platform. Connect the accounts first — see Social accounts.

Find your way around

The channel list starts with Home, followed by every connected account under Channels. On a phone, it's a drop-down at the top of the page.

• Home covers every account: totals for the period, such as followers, views and engagements, compared with the previous period of the same length; charts of views and engagements by account; and a Channels table with each account's followers (with the change over the period), views, engagements and posts. Click a row to open that account.
• An account opens on Overview: its own totals for the period and charts by day, week or month, depending on the period's length. Posts lists every post it published in the period — see Every post on the account.

A total isn't compared when an account's numbers don't go back through the whole previous period, for example because it was connected recently: part of a period would make the change look bigger than it was.

Choose the period with the date picker at the top of the page. It's the same picker as the CRM dashboard, with presets and a custom range, and it's remembered on this device. The dates the period covers are shown beside it, for example 26 Aug 2026 – 24 Sep 2026. Periods are whole days in the practice's timezone, and the charts always label their first and last day. The page's address keeps the account and period you're looking at, so you can share it with a teammate.

Last updated shows how long ago Smileline last read the least recently updated account on screen. New numbers appear without reloading the page; the Posts tab reloads each time you open it.

What each platform reports

• A dash (—) means the platform doesn't report that number; 0 means it reported zero.
• Instagram counts an account's reach one day at a time, so the same person seen on two days counts twice and the days can't be added up into a total for the period. Insights shows reach for each post instead.
• On Facebook, Likes counts every reaction, not only likes.
• A post's Engagement rate is its likes, comments, shares and saves divided by its views. A post without views has none.

Google Business Profile

A Google Business Profile location has no followers, and Google doesn't report numbers for its posts. Its Overview shows Profile views — how often the profile was seen on Google Search and Maps — and Profile actions: the Calls, Direction requests and Website clicks people made from the profile. Home's views and engagements leave Google out, because it counts profile views and actions instead.

These numbers are part of Smileline Core, like posting to Google Business Profile; they don't need the SEO & Ads add-on.

Where the numbers come from

Smileline reads each account's numbers from the platform in the background and keeps them, so Insights opens without waiting for the platforms:

• The first numbers arrive within about ten minutes of connecting an account, with up to 90 days of earlier daily numbers where the platform provides them. Instagram gives one day at a time, so its 90 days fill in over about the first hour.
• After that, each account is read about once an hour. YouTube channels are read every six hours, because YouTube limits how much Smileline can read each day across all practices. That daily limit is shared with posting videos, so while a YouTube video waits for it, YouTube channels' numbers wait too, until the limit resets at midnight Pacific time.
• Platforms report numbers up to 2 days late (Google up to 3), so the most recent days can still change. Smileline reads the last few days again every time, and after a break in reading an account it goes back to the days that weren't final yet.
• Platforms report only the current follower count, not its history. Smileline records it every day from the day the account is connected, so follower changes before then aren't available.

Every post on the account

The Posts tab lists every post the account published in the period, newest first:

• Posted in Smileline marks a post published from Social; Posted on Instagram (or the account's platform) marks one published directly on the platform.
• View on Instagram (or the account's platform) opens the post on the platform.
• No caption means the post has none, as on the calendar.
• Click a column heading to sort by it, and click it again to reverse the order. Sorting reorders the posts already loaded, so click Load more first to sort further back. Numbers a platform doesn't report sort last.

Importing the account's history

When you connect an account, Smileline imports all of its posts, not only the ones published from Smileline. It works back through the account's history in the background, newest first, and each older post's numbers fill in once it has been read. A large account takes a while: with thousands of posts, it can take several hours, sometimes a day or more.

After that, new posts, including ones published directly on the platform, appear within about an hour (six hours on YouTube).

How long post numbers keep updating

Smileline reads a post's numbers when it first finds the post, and again 1 hour, 6 hours, 1 day, 3 days, 7 days, 14 days and 30 days after it was published. After that the numbers stop updating and show As of and the date they were last read. If the platform doesn't give a post's numbers at one of these times, Smileline asks again at the next one.

Posts that were already more than 30 days old when Smileline found them, which is most of an imported history, are read once.

Removed posts

When a platform confirms that a post no longer exists — because it was deleted on the platform, for example — the post shows Removed under Posts, with the numbers it last had. It also shows Removed on the calendar, whether it was published from Smileline or directly on the platform.

Smileline rechecks the account's posts in turn in the background, so a deletion can take a while to show, and longer on an account with many posts. A post is marked Removed only when the platform confirms it's gone, never just because the platform stopped listing it. Facebook, Instagram and TikTok never confirm it — see Known gaps.

Known gaps

• Instagram stories don't appear in Insights, including stories published from Smileline: Instagram doesn't list stories to apps. A story is never marked Removed when it expires.
• TikTok doesn't tell apps when a video is deleted, so TikTok posts are never marked Removed: a deleted video keeps the numbers it had. TikTok also lists only public videos, so private videos don't appear, including ones posted privately before TikTok approved Smileline.
• Facebook and Instagram don't tell apps when a post is deleted: Meta answers the same way for a deleted post and one Smileline isn't allowed to read. Posts deleted on Facebook or Instagram, including ones published from Smileline, are never marked Removed, and stay listed with the numbers they last had.
• Facebook doesn't report reach, for the Page or its posts.
• LinkedIn lists a page's history by position, so a post deleted on LinkedIn while Smileline is still importing the history can make it miss an older post.
• Follower history starts when the account is connected — see Where the numbers come from.
• Instagram posts from before the account became a professional account show only likes and comments.
• YouTube rounds subscriber counts, and a channel that hides its count reports none.

When an account's numbers stop updating

An account whose numbers are missing or out of date shows an icon next to its name in the channel list and in Home's Channels table, and a banner above the numbers saying why. Hover over the icon to see the banner's title. On a phone, a short reason follows the account's name in the drop-down.

After you reconnect, Smileline reads the account again within a few minutes.

When only part of an account can't be read, such as a few of its posts, its numbers keep updating on schedule and the warning shows until a later read goes through. Smileline tries those posts again later.

An account whose Insights reads Reconnect to enable on the Accounts page isn't read at all until you reconnect it and allow insights. For Facebook and Instagram, see Connect Facebook and Instagram.

Who can see insights

Everyone who can open Social sees Insights: owners, managers, front desk and analysts. Reconnecting an account needs Connect social accounts & configure automations, which owners and managers have. See Who can do what.