# Standard Operating Procedure (SOP): Meta Business Suite & Ads Manager Navigation **Document ID:** SOP-MKT-004 **Version:** 1.0 **Effective Date:** September 3, 2026 **Owner:** Marketing Lead **Approved By:** Operations Manager --- ## 1. Objective & Scope The objective of this SOP is to outline the structure of Goozone’s Meta (Facebook & Instagram) business accounts and define the specific workflows for checking post comments, analyzing content metrics, tracking page insights, and navigating the Meta Ads Manager [21, 24, 25, 26]. This procedure ensures that customer comments are answered promptly, marketing performance is accurately tracked, and ad accounts are managed correctly [22, 25, 26, 27]. --- ## 2. Roles & Responsibilities * **Customer Service Representatives (CSRs) (e.g., Sasha, Rosanna):** * Monitor the Meta Business Suite Inbox daily for new red notification dots [22]. * Directly respond to **Facebook and Instagram public comments** (as Highlevel currently does not support comment replies) [23, 27]. * **Marketing Team / Media Buyers:** * Manage active campaigns, ad sets, and budgets within Meta Ads Manager [25]. * Schedule content calendars (using Highlevel, which syncs to Meta Planner) [24]. * Analyze post-performance metrics, A/B test results, and audience insights [24, 26]. * **Platform Administrators:** * Manage staff access permissions for Business Portfolios and Ad Accounts [21, 27]. --- ## 3. Prerequisites & Tools Required * **Facebook Login Credentials:** Access is typically tied to the central marketing account email: `marketing@goozon.com.co` (Note the `.com.co` suffix) [21]. * **Meta Business Suite URL:** `business.facebook.com` [21]. * **Meta Ads Manager URL:** `adsmanager.facebook.com` [25, 27]. * **Highlevel Account:** Used as the primary tool to answer direct messages (DMs) and schedule marketing posts [22, 23, 24]. --- ## 4. Step-by-Step Procedures ### 4.1. Accessing Meta and Selecting the GTC Portfolio 1. Open your browser and navigate to the **Meta Business Suite** (`business.facebook.com`) [21]. 2. Log in with your Facebook account associated with `marketing@goozon.com.co` [21]. 3. Locate the business portfolio selector in the top-left dropdown and select the primary portfolio: **GTC 2022** [21]. 4. Familiarize yourself with the seven connected business assets [21, 22]: * **Do Brazil USA:** Facebook Page + Instagram Profile [21]. * **Hello Kids:** Facebook Page + Instagram Profile (Primary store asset) [5, 21]. * **Do Brazil Trinidad Premium:** Facebook Page + Instagram Profile [21]. * **Goozone Marketplace:** Facebook Page + Instagram Profile [22]. * **Uptrend:** Facebook Page + Instagram Profile [22]. * **Trending Woman:** Facebook Page + Instagram Profile [22]. * **Go Easy Foods:** Facebook Page only (*Obsolete / Ignore* - keep inactive) [22]. ### 4.2. Inbox Management & Comment Moderation (CSRs) To prevent communication gaps, CSRs must follow the strict segregation of chats and comments [22, 23, 27]: 1. Monitor the Business Suite for **red notification dots** indicating unread activity [22]. 2. Navigate to the **Inbox** tab on the left-hand menu [23, 27]. 3. **Segregate Chat Channels:** * **Direct Messages (DMs):** *Do not* answer direct messages inside Meta Business Suite [22, 27]. All private messages from WhatsApp, Instagram DMs, TikTok DMs, and Facebook Messenger must be handled through the **Highlevel Conversations** tab to ensure proper lead tagging and pipeline tracking [10, 22, 23, 24, 27, 28]. * **Public Comments:** Because Highlevel cannot reply to public comments, CSRs (currently Sasha and Rosanna only) must navigate to the Meta Inbox, filter by **Facebook Comments** or **Instagram Comments**, and reply to public inquiries directly from there [23, 27]. ### 4.3. Tracking Content Metrics & the Post Planner (Marketing) 1. **Analyze Content Performance:** * Navigate to the **Content** tab [24]. * Review key metrics for each individual post and story: **Reach, Likes, Reactions, Shares, and Watch Time** [24]. * Utilize this data to determine what visual formats or copy styles resonate most with the audience [24]. 2. **Reviewing the Planner:** * Navigate to the **Planner** tab to see a calendar layout of all scheduled and published posts [24]. * Identify platform deployment by looking at the icons (e.g., both Facebook and Instagram icons mean the post was published to both networks) [24]. * *System Note:* Although visible here, content must be scheduled using the **Marketing tab inside Highlevel** [24]. ### 4.4. Pulling Page Insights & Reporting (Marketing) 1. Navigate to the **Insights** tab in the Meta Business Suite menu [26]. 2. Select the specific brand asset from the dropdown (e.g., Do Brazil, Uptrend) to pull localized metrics [26]. 3. Select your reporting timeframe (e.g., "Last 90 Days") [26]. 4. Navigate to **Results** and **Audience** to export and report on [26]: * Overall page views, organic reach, and ad-driven reach [26]. * Audience demographics (age, gender, and geographic locations) [26]. * Content interaction rates and messaging volume reports [26]. ### 4.5. Navigating Meta Ads Manager (Media Buyers) 1. Navigate to **Meta Ads Manager** (`adsmanager.facebook.com`) [25, 27]. 2. Select the active ad account from the top menu dropdown [25]. * *Note:* Active campaigns are currently run for **GTC (Jewelry)** and **Uptrend** [25]. Other ad accounts remain paused or inactive [25]. 3. **Campaign Hierarchy Auditing:** * **Campaigns Tab:** Displays the primary marketing objectives (e.g., Lead Gen, Purchase Conversions) [25]. * **Ad Sets Tab:** Displays target demographics, placement settings, and daily budgets [25]. * **Ads Tab:** Displays individual creatives (videos, images, or carousels) [25]. 4. Monitor and optimize based on performance metrics: **Results, Cost per Result, Spent Amount, and Impressions** [25]. --- ## 5. Key Workflows & Frequencies * **Daily (CSRs):** Check the Meta Inbox and reply to all new Facebook and Instagram public comments [23, 27]. * **Daily (Marketing):** Monitor active campaign budgets and costs per result in Ads Manager [25]. * **Weekly (Marketing):** Review Highlevel-scheduled posts in the Meta Planner to verify correct cross-platform posting [24]. * **Monthly (Marketing/Management):** Export brand performance statistics from the Insights tab to create monthly growth reports [26]. --- ## 6. Expected Outcomes & Deliverables * **Comment Responsiveness:** 100% of customer comments on active posts addressed or redirected to DMs [23, 27]. * **Clean Data Separation:** DMs handled exclusively in Highlevel, while comments are processed in Meta [23, 27]. * **Optimized Ad Budgets:** Active campaigns monitored to ensure cost per result remains within profitable targets [25]. --- ## 7. Roadblocks & Troubleshooting | Issue / Roadblock | Potential Cause | Action Plan / Solution | |:------------------------------------------------------------------------- |:----------------------------------------------------------------------------------------------- |:----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Cannot see certain brands or ad accounts** [21, 25] | Your personal Facebook profile does not have permission in the GTC 2022 portfolio [21, 27]. | Ensure you are logged into Facebook with the correct email (`marketing@goozon.com.co`) or submit an access request to the system administrator [21, 27]. | | **DMs are showing in the Meta Inbox but should be in Highlevel** [22, 23] | The integration between Meta and Highlevel is delayed or disconnected [22, 23]. | Answer urgent messages directly in Highlevel first. If the sync error persists, notify the tech admin to re-authenticate the Meta channel inside Highlevel Settings [23, 27]. | | **Comments are not appearing in Meta Business Suite** [27] | Page filter settings are set incorrectly, or you are looking at the wrong brand asset [23, 26]. | Verify the active brand in the top-left dropdown. Go to **Inbox** > **Comments** and clear any search or date filters [23, 26, 27]. | | **Unsure of the spelling or login structure for the Meta email** [21] | Typo in the email domain extension [21]. | Remember the official facebook email is strictly `marketing@goozon.com.co` (ending in `.com.co`, not `.com`) [21]. |