What tends to go wrong in agency work
When you handle several clients, mixing up clients is the scariest mistake. Client A's post goes out from Client B's account, or Client A's materials leak into Client B's copy. If you manage accounts side by side in one tool, a single wrong click is enough.
Next comes waiting for client feedback. You send a draft by email or chat, wait for a reply, get edits back, and send it again. Repeat that for every post and approvals start missing deadlines.
Then there is access management. If you hold clients' social passwords and share them among your staff, a person who leaves can still get in until someone changes the password.
Give each client its own company or brand
In SNS TOWN you create a company or brand for each client (Separate companies and brands). These are kept apart per client:
| Kept separate per client | Why that helps |
|---|---|
| Company profile and key messages | AI drafts never mix in another client's material |
| Social accounts and schedule | You can only publish to the accounts of the company you have selected |
| Members and roles | Clients see only their own company |
| Library | Photos and documents stay with each client |
| Notifications and Slack | Each client can have its own destination |
| Plan and credits | Each client can have its own pricing and balance |
AI drafts are written only from the profile and files of the company or brand you have selected. Client A's products will never show up in Client B's drafts. One person can be admin of up to 20 companies or brands; companies you are invited to do not count toward that number.
Let clients approve
Invite the client's contact
Invite the client's contact as a member of that company or brand (Members and roles). There are three roles: Admin, Editor and Viewer. Once invited, the client logs in and sees only their own company.
Leave approval to the client
In the company settings, limit approval to admins, make the client's contact an admin and your own staff editors. Then your team polishes the drafts and only what the client approves goes out (How approval works). Drafts line up under Awaiting approval by 15:00 two days before the publish date, so the client has time to check them.
Set up notifications so the client gets an email when something is awaiting approval. Your own team can receive them in Slack.
Keep revision history on the post
You can leave an internal note on each post. If you record why something changed, such as "price wording changed at the client's request", you no longer have to dig through email.
Permissions and security
The client connects their social accounts themselves by granting permission. You never need to hold their passwords. When a team member leaves, just remove them from the members list and they can no longer open that company.
| Safeguard | What it does |
|---|---|
| Activity log | Invitations, role changes, post approvals and more are recorded per company |
| Require two-step verification | Per company or brand, only people who have set up two-step verification can get in (Account security) |
| IP and device restrictions | Per company or brand, allow access only from set IP addresses or devices (IP and device restrictions) |
If a client's internal rules say "operate only from the agency's office", IP restrictions can handle that too.
Material for monthly reports
Analytics shows follower changes and reactions per post, and you can export them to CSV. The post list also exports to CSV, so you can build the table for a monthly report straight away. How to structure a report is covered in How to build a monthly report. Analytics is a feature of higher plans (Pricing).
Things to watch out for
Don't hide that it's an ad
Since October 1, 2023, advertising that is disguised as something else (stealth marketing) counts as misleading representation under Japan's Act against Unjustifiable Premiums and Misleading Representations. The rule applies to the business that places the ad, in other words your client (Consumer Affairs Agency of Japan: stealth marketing regulation). Posts from a client's official account are clearly the client's own statements, so they rarely cause trouble. But when an agency employee's personal account or a third party's account promotes a client's product, make clear that it is an ad. Because the client is the one regulated, it helps to raise this with them first.
Check industry rules with the client
Some clients, such as medical, real estate and recruiting businesses, have advertising rules specific to their industry. If you write the things that must not be said in the company profile, AI drafts will avoid them. Industry-specific notes are collected in Guides by industry.
Frequently asked questions
Can each client pay separately?
Plans and credits are held per company or brand, so you can have clients subscribe from their own company. See Pricing for details.
Can I prepare drafts without the client seeing them?
Drafts awaiting approval are visible to members of that company. If you want to polish them first, edit them on your side and leave them in Awaiting approval.
Can one account be used in two companies?
No. A social account is connected to one company or brand.
What happens to the data of a client whose contract has ended?
An admin of the company or brand can delete it. Deleting removes the connected accounts, posts and materials, and it cannot be undone. Export anything you need beforehand.
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