Frequently Asked Questions

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📱 Smart Publisher

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Getting Started

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Basic questions you may have before signing up to Smart Publisher.

What exactly does Smart Publisher do?▾
Smart Publisher is an AI-powered content calendar manager for your Instagram and Facebook accounts. You upload your videos, Smart Publisher learns your best posting times from Meta Insights, prepares campaigns based on Turkish holidays, and automatically distributes them as Reels and Stories. It doesn't create content; it plans what you upload in the best way.
Which social media platforms does it support?▾
Live today: Instagram (Reel + Story) and Facebook (Video + Story) — automatic publishing. With hybrid mode (Telegram or WhatsApp reminder + one-tap share) you can post to any platform including TikTok, X, LinkedIn, YouTube, Threads, Pinterest. Coming soon for auto-publish: TikTok, YouTube Shorts.
Do I need to provide a card during the 3-day free trial?▾
No. Email and password are enough. We don't ask for card info. No auto-charge after 3 days — if you don't add a package to cart, your account becomes inactive, no fees collected.
What do I need to sign up?▾
Email, password, and email verification. Then a 2-minute brand intro wizard — if you have a website, AI auto-fills it; if not, you provide your Instagram or fill it manually.
I don't have a website, only an Instagram account. Can I use it?▾
Yes. Two options: (1) Provide your Instagram username, AI extracts your brand, products, and tone from it. (2) Choose "Fill manually" to fill the forms yourself.
My Instagram is a personal account. Can I use Smart Publisher?▾
No — per Meta's rule, Instagram must be a Business or Creator account. Changing it in the Instagram app takes 30 seconds: Settings → Account → Switch to professional account. Free. Then you need to connect with a Facebook Page (Meta requirement).
I don't have a Facebook page, only Instagram. Is it okay?▾
Per Meta's rule, to auto-publish to Instagram Business you need to link it with a Facebook Page. You can create an empty Facebook Page and connect Instagram — nobody needs to see it, it's just a technical requirement. Total 5 minutes.

How AutoPilot Works

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AutoPilot is the auto-publish engine that learns from your real account. Rules below for transparency.

Is AutoPilot fully automatic, or do I approve?▾
AutoPilot creates a draft — you review, edit if needed, then click "Apply" to schedule. Nothing posts without approval. You can remove a single post, change its time, or edit its caption.
What decisions does AutoPilot make for me?▾
• Which time to post (learns from Meta Insights specifically for your account) • Whether a video should be a Reel or a Story • How many days apart to repeat the same video as a Story (min 25 hours gap) • How many Reels and Stories per day (default: 2 Reel + 5 Story — adjustable) • How to space content around an upcoming holiday
My new account has no Insights data. Will AutoPilot still work?▾
Yes. Without Insights, default good-hours are used (12, 15, 17, 18, 19, 20, 21). As your account accumulates 10+ posts, AutoPilot reads them and builds custom hours for you. After ~30 posts you get a stable "best hours" list.
How many times will it post the same video as a Reel?▾
Once in a lifetime. AutoPilot rule: a video sent as Reel is never sent as Reel again. (Different for Story — below.) This rule prevents the "same content over and over" impression.
How many times can it be used as a Story, with what gap?▾
The same video can be Story-posted 5 times in its lifetime, with at least 25 hours between each. This 25h rule protects you from Meta's spam algorithm — Story-ing the same video 4 times in 4 hours risks your account.
Will Meta flag me as spam or rate-limit me?▾
No. There are 3 protection layers: (1) Different "anchor" hours per account — 50 customers aren't all posting at 18:00; each gets a different slot between 18:00-18:30. (2) No-two-posts-at-same-time rule. (3) Story 25h gap. AutoPilot applies all rules automatically.
What's the maximum number of posts per day?▾
Default: 2 Reels + 5 Stories = 7 posts/day. You can change these when running AutoPilot. We keep the default conservative to avoid overload — Instagram's technical ceiling is much higher, but approaching it is risky for new accounts.

Campaigns and Holiday Calendar

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Campaign engine and Turkey holiday calendar — a feature neither local nor foreign competitors offer.

Does it know Turkish holidays and prepare campaigns?▾
Yes — 2026 dates loaded for 12 important days: official holidays (New Year, April 23, May 1, May 19, August 30, October 29), religious holidays (Ramadan, Eid al-Adha), social days (Mother's, Father's, Valentine's, Teachers'), commercial days (Black Friday, Cyber Monday). 30-day advance alert + one-click campaign skeleton per holiday.
When do I get holiday alerts?▾
• 30-15 days before: info note ("Mother's Day approaching") • 14-8 days before: warning ("10 days left — campaign time") • 7-4 days before: critical • 3-1 days before: urgent • Same day: "❗ Today! You still have no campaign." Alert auto-closes when you set up a campaign for that holiday.
What exactly is a campaign, what does it do?▾
A group of videos around a holiday, product launch, or event in 3 phases: Build-up (prep — 50% content), Peak (climax day — 30%), Wind-down (reminder — 20%). AutoPilot places each video in the right phase. Percentages adjustable.
How does the AI campaign skeleton work?▾
You say "Campaign for Mother's Day". The system reads your brand, sector, and past content, then prepares: campaign name, build-up/peak/wind-down dates, which videos fit which role, copy suggestions. Review, edit if needed, click "Create" — ready in 2 minutes.
What do video roles (teaser/hero/recap) mean?▾
• Teaser (prep): "Coming soon", curiosity-building content • Hero (peak): main message, strongest video, campaign star • Recap (reminder): "In case you missed it" last-chance content Optimizer places each role in the right phase — won't send Teaser on peak day, won't burn Hero in prep phase.

Brand Profile and Content

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How we define your brand tone and content rules.

How does AI extract my brand profile from my website?▾
You provide a URL → system reads the site → suggests these fields: sector, brand tone (formal/casual/playful/...), target audience, USP (what makes you different), products summary, primary colors, logo. Each field has "Accept / Edit / Skip" options. For things AI doesn't know, "Skip" to fill manually.
Do I have to upload a logo?▾
No — optional. But we recommend it: if a logo exists, AI suggests brand-appropriate styles in content suggestions, campaign skeletons, and cover images.
I have multiple brands. Can I manage them all?▾
Yes. Create as many brands under one account as you want. Each brand has its own Instagram + Facebook accounts, its own AutoPilot insights, its own campaigns. Switch between them with the brand switcher in the top menu. Brand count per package: Starter 1, Growth 3, Agency 10, Scale unlimited.
Does it support carousel (multi-image) posts?▾
Currently no. Smart Publisher currently produces single-video Reels and Stories. Carousel and single-image are on the roadmap but no firm date — subscribe and you'll get landing announcements.
Does AI write the captions and hashtags?▾
Semi-automatic. You enter the default caption and hashtags for each video; Smart Publisher copies them to each post. Director (built-in AI assistant) helps with questions like "Suggest 5 titles for this video" but doesn't auto-write and post — nothing goes out without your review.
Does AI generate videos too? Or only planning?▾
Planning only. We don't generate videos — you upload your own. AI video generation is a separate Tekeralab product called "Factory" and is in queue (tekeralab.com/coming-soon/factory).

Security and KVKK

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Your data, tokens, and KVKK compliance — for transparency.

Is my data safe?▾
• All traffic HTTPS (Cloudflare + Let's Encrypt certificates) • Passwords hashed with scrypt — never stored as plain text • Meta access tokens encrypted on server • All server access logged (audit trail) • Tekeralab registered in Turkey's KVKK Data Controllers Registry
How do you handle KVKK-related processes?▾
Yes. Both technical infrastructure and legal process: Distance Sales Agreement + Pre-Information + Withdrawal Waiver are all signed (each agreement text is verifiable via SHA256 hash). We comply with both GDPR and KVKK requirements.
What happens to my data if I close my account?▾
Send a closure request to [email protected], all your data deleted within 30 days (content, settings, brand profile). Exception: financial records we must keep by law (Turkish Commercial Code requires invoices kept for 10 years). Data deletion request confirmed via email.
How long is my Instagram/Facebook token valid?▾
Meta long-lived page token: 60 days. System emails you 7 days before expiry. To renew, click "Reconnect" in the panel — re-does OAuth with same permissions, no account or history loss, your posts continue uninterrupted.
Can two people manage the same account?▾
Yes — team support is available. Settings → Users → "+ Invite" → enter email and choose role (owner, admin, member). Invite link sent. Owner can do everything, admin can't add users but can manage content, member can only post. Included free, no extra charge.

Pricing and Cancellation

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Packages, payment, cancellation — built for the Turkish market.

What packages are available?▾
• Starter — 1 brand, manual calendar + holiday calendar + basic AutoPilot • Growth — 3 brands, 6 accounts, full AutoPilot, Meta Insights, campaigns • Agency — 10 brands, 20 accounts, team access, onboarding consulting • Scale — Custom pricing, unlimited brands, white-label option, SLA Current prices on the Packages page: tekeralab.com/en/pricing
How do I pay?▾
Credit or debit card via Iyzico. Your card is not stored on our server — we only keep the reference token on Iyzico's side. Auto-charge on renewal.
Is there an annual discount?▾
Yes — varies by package. Packages page has "Monthly / Annual" toggle; the discount rate appears when you select annual. 21% off on annual — Smart Replier annual plan saves about 21% vs paying monthly.
Is VAT included?▾
No. Prices shown excluding VAT. When you add to cart, 20% VAT is added and total displayed — no surprises.
What if I want to cancel, is there a commitment?▾
No commitment. Cancel anytime: Billing → My Subscriptions → "Cancel". You continue using your remaining period, next renewal doesn't happen. No refund on cancel — you use the remaining period normally.
Do I have a right of withdrawal? Refund?▾
Per Turkey's Distance Sales Regulation for digital services, no right of withdrawal after subscription starts (you waive it when starting, written in contract). But: if not invoiced (trial only) → your records deleted, no invoice. We refund on extended outages caused by us, evaluated case by case: [email protected]
Where do I get my invoices?▾
Billing → Invoices tab → "View" → opens as HTML, save as PDF. Also auto-sent to your email after each successful payment. If you have a VAT record, we put your corporate info on the invoice — enter via Settings → Billing Info.

Technical and Integration

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Browser support, formats, API access — technical details.

Which browsers does it support?▾
Chrome 100+, Firefox 100+, Safari 15+, Edge 100+. Mobile: iOS Safari 15+, Android Chrome 100+. Internet Explorer not supported. Older versions may work but untested.
Do you have a mobile app?▾
No. Web is mobile-responsive, you can use the panel from a phone. An official mobile app is not on our roadmap right now — could be added if demand is high.
Maximum video size and duration?▾
Meta's limits apply: Instagram Reel maximum 90 seconds, 1080p recommended, MP4 (H.264 codec). Practical file size upper limit ~100MB.
Which video formats are supported?▾
MP4 (H.264 codec), MOV (QuickTime), WebM. On upload, system reads the first bytes; if format is invalid, you get an "unsupported format" message and conversion suggestion.
Are multiple time zones supported?▾
Yes. Each brand can have its own time zone (default Europe/Istanbul). AutoPilot calculates hours based on that brand's timezone. If you have a brand targeting an overseas audience, set that brand to the audience's timezone.
Is there API access (programmatic integration)?▾
No public API for now. If you need it, [email protected] — we do custom integrations on Agency and Scale packages (CRM connections, webhooks, etc.).

Troubleshooting

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Common issues and their solutions.

My post "failed" — what should I do?▾
By error code: • token_expired → Your Meta token expired. Channels → "Reconnect" → renew OAuth. • rate_limit → Meta temporarily limited you. System auto-retries; resolved in ~1 hour. • format → Video format issue. Re-upload as MP4 (H.264). • 2207076 (generic publish error) → Possible policy violation in caption. Edit caption and "Retry".
I finished onboarding but dashboard still says "incomplete".▾
One of 9 main brand fields is missing. Go to Profile, fill red-marked fields: brand_name, tagline, industry, brand_voice, target_market, USP, products_summary, website, primary_color. Dashboard becomes "complete" when all are filled.
Connected Facebook but Instagram not in the list.▾
Your Instagram Business account isn't linked to that Facebook page. Fix: In Instagram app: Profile → ⋯ → Settings and Privacy → Account → "Connected accounts" → select that Facebook page. Then in Smart Publisher Channels → "Reconnect" — Instagram appears in the list.
AutoPilot draft came up empty.▾
4 possible reasons: 1. You haven't uploaded any videos → upload via Media page. 2. All your videos marked "time_sensitive" and outside their validity window → open validity windows. 3. All videos' Reel + Story budget is full (each video has 1 Reel + 5 Story limit) → upload new videos. 4. Account has no insights and preferred hours/days didn't match any slot (rare) → reset AutoPilot settings to default.
Created a campaign but AutoPilot doesn't place videos in the right phase.▾
Make sure you assigned roles to your videos: Campaigns → campaign → open videos → assign teaser/hero/recap role to each. Without a role, Optimizer behaves as "any" and no phase-specific placement happens.
I can't reschedule a post.▾
You can only edit posts in scheduled status. If status is publishing, published, failed, or cancelled, editing is disabled — we can't recall a published post. Schedule a new post instead.
Got a holiday alert but "Create Campaign" returned an error.▾
Usually the brand profile is incomplete. Fill mandatory fields on Brand page first (brand_name, industry, brand_voice), then retry the campaign. System can't create a campaign with an empty brand profile because AI needs this info to build the skeleton.

💬 Smart Replier

اذهب إلى Smart Replier ←

A — Getting Started

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What is Smart Replier?▾
Smart Replier is a Turkish-Native AI assistant that auto-replies to customer messages on WhatsApp, web chat, and Instagram. Not a corporate bot — it's a learning AI with an isolated knowledge base per tenant.
Which industries fit?▾
Fast SMB sectors (cafe, salon, clinic, restaurant, boutique). 15-minute setup + 3-day free trial + per-plan refund policy.
What's the difference from Smart Publisher?▾
Smart Publisher = social media planning + posting. Smart Replier = AI reply for incoming messages. Two separate products, planned and billed independently.
How long is setup?▾
Standard setup: 15 minutes — create account, connect WhatsApp Cloud API, enter starting KB Q&As. Free onboarding videos + live support available.

B — How AI Works

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Does the AI really speak Turkish well?▾
Yes. Smart Replier uses a model layer optimized for Turkish spelling, idiom, inverted sentence order, and everyday conversation. See live samples at /en/smart-replier.
Will customers notice it's a bot?▾
Usually not — Turkish flow is natural. KVKK-process language still requires a first-message notification: "You are being served by Tekeralab Smart Replier AI", then normal conversation flow continues.
What is AI confidence score?▾
Each AI reply has a confidence score 0–1. Questions below threshold drop into the Smart-Q queue for admin approval (see sr-smartq section).
How can I increase AI reply rate?▾
1) Approved answers are auto-added to KB (auto-growth). 2) As admin approves low-confidence questions, AI accuracy increases weekly. 3) 'Low-conf insights' on dashboard helps prioritize KB improvements.

C — WhatsApp Integration

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Can I use my existing WhatsApp Business?▾
Yes — via Meta Cloud API (WhatsApp Business Platform). Once your number migrates to Cloud API, normal messaging + Smart Replier AI replies run together.
Can I use my personal WhatsApp?▾
No. Personal WhatsApp cannot connect; only WhatsApp Business + Meta-approved Cloud API numbers are supported. Otherwise Meta may suspend your account.
Will I lose my WhatsApp number?▾
No. The Cloud API migration preserves your number. We help you through Meta's official migration process (remove WhatsApp app from phone, switch to Cloud API).
I have multiple branches. Can I connect them all?▾
Yes. Growth plan and above support multiple numbers/brands. Each branch/brand runs on its own KB and admin panel.

D — Knowledge Base Management

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How many languages?▾
Primary Turkish and English. The same bot answers Turkish questions in Turkish and English questions in English. AR/FA landing pages exist; AI replies optimal in TR/EN.
How does the KB grow?▾
Every admin-approved reply is auto-added to vector KB (auto-growth). If a new question matches a similar topic, AI reuses the learned answer.
Can I download my KB?▾
Yes, anytime. Dashboard offers KB JSON/CSV download. Even after cancellation, your data remains yours.

E — Security and KVKK

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Is my data safe?▾
• Tekeralab infrastructure follows KVKK processes (details in privacy policy) • Each tenant's data is fully isolated • Messages are sent to OpenAI for AI replies — data opt-out active, not used for training • AI, payment, hosting, analytics, and support subprocessors may process data as described in the privacy policy and contract
How do you handle KVKK-related processes?▾
Designed with KVKK processes in mind. Smart Replier automatically sends an opening notice to your customers: "Your message will be processed by the Tekeralab Smart Replier AI system. Details: [link]". The template is customizable.
What if a customer says 'delete my data'?▾
Dashboard offers a per-tenant + per-customer delete command. From request date, all conversation records are permanently deleted within 30 days; backups are auto-cleaned within 90 days.

F — Pricing and Trial

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How does the free trial work?▾
3-day full free trial on every plan. No card required. Trial does not auto-convert to paid — manual confirmation required.
What are the plan prices?▾
5 plans × 3 billing periods (Monthly / 3-month / Annual). See /en/smart-replier/pricing for full pricing. Turkey-locale users see TRY prices and pay via iyzico in TRY.
How do I cancel?▾
Dashboard > Billing > Cancel Subscription. Cancellation keeps service active to end of current period. Auto-renewal stops, no further charges.
How does the refund work?▾
30-day money-back guarantee, no questions asked. Refund via iyzico within 3-7 business days. Monthly plans pro-rated, annual plans fully refundable within window.

G — Smart-Q and Escalation

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What is Smart-Q?▾
Questions with AI confidence below threshold (new product, special refund request) drop into the Smart-Q queue for admin approval. After approval, AI learns it + adds to KB + auto-answers the next similar question.
What if AI gives a wrong answer?▾
Admin can 'fix the reply' on dashboard. Correction is learned instantly; similar questions answered correctly next time. Correction history saved in audit log.
Is there a two-admin failover?▾
Yes. If primary admin doesn't answer Smart-Q within 30 min, secondary admin gets auto-notified. No customer question is silently lost.

H — Troubleshooting

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WhatsApp won't connect — what should I do?▾
1) Confirm the number is a WhatsApp Business account. 2) Check Meta Cloud API approval (Meta Business Suite > WhatsApp Accounts). 3) Make sure the webhook URL points to admin.tekeralab.com. 4) Still stuck? Email [email protected] with Meta account ID + error message.
AI isn't replying / answering wrong▾
1) Check Smart-Q queue — low-confidence questions may be waiting for admin approval. 2) Verify the relevant Q is in KB and correct. 3) Click 'Fix + approve' to add the right answer to KB — AI will answer correctly next time.
I'm not getting notifications / emails▾
1) Dashboard > Settings > Notifications — check preferences. 2) Check Spam/Junk folder. 3) Add [email protected] to your safe senders. 4) Still nothing? Email [email protected].