Automate multiple outreach messages and trigger notifications via outreach message templates

Actions can now send multiple automated outreach messages to contacts, saving users time. Previously, Actions could only send the initial outreach message and the user had to send subsequent outreach messages.  

Each automated outreach message uses a different message template, and the same message is not sent to a contact more than once during a configurable maximum 180 day suppression period. Automated outreach messages are not sent during Do Not Disturb times. 

In addition, organizations can now set up one global notification that is only triggered when certain message templates are sent, helping reduce the number of unnecessary user notifications. This new notification functionality replaces previous default notifications like periodic reminders, expiration reminders, and after call reminders.

Each organization can contact Hearsay to choose the text and variables to be included in the global notification, or use a default notification. Admins can define which message template(s) trigger the notification in the Administration view of Hearsay Desktop. 

To define the text of your organization’s notification, contact Support at support@hearsaycorp.com.

Below are the changes to the Actions page of Hearsay Desktop that are related to these enhancements:

Contact Message Template tab

This tab now includes a Suppression time section for configuring the minimum number of days before any template can be reused for a contact. This has replaced the Action Flow Expiration section.

In the Default Message Template section, configure the toggle to indicate whether the template triggers a user notification. 

Action Flow Configuration tab

The Allow Advisors to Configure Action Notifications section has been removed. A new Daily Mail tab has been created to accommodate the daily mail configuration.

Actions API now sends messages to the phone number requested by the external system

Texts sent through Actions now go to the contact phone number requested by the external system via the API call. Previously, messages only went to the phone number stored by Hearsay, even though the external system often has the most recent phone number. 

When Actions triggers a message to a phone number that only exists in the external system, Hearsay automatically adds the missing phone number to the Contacts page by either creating a new contact record or adding the number to the existing contact record. Then, a new conversation window opens in Relate.