Filter options in the advisor/agent Post Library will now only appear if they are applicable to at least one piece of content in a given workspace, and only content that can be posted to the social network(s) an advisor/agent is connected to will appear in the Post Library. 

For example, if the workspace only has a Facebook account connected to Social, only Facebook is shown in the Network filter and only Facebook posts appear in the Post Library. 

Or, if there is only link and image content available in a workspace, only the link and image options appear in the Type filter.

Advisors/agents can now add PDF files to their site using the Profile Editor and send the file to compliance for review. After it’s published, customers can open the PDF from the site. For compliance purposes, the PDF file is treated the same as an image uploaded using the Profile Editor.

This is only available on the newest version of Sites and is off by default. To enable it, contact your Customer Success Manager.

Adding a PDF in the Profile Editor

We’ve made the following changes to the filter behavior in the post libraries:

• Admins can use the new Creator filter in the Suggested Post Library.
• Advisors/agents can hover over Creator and Tag filter options to view longer names and words. Those filters are also now wider and don’t require horizontal scrolls.

Creator filter in the admin Suggested Post Library

Larger Creator and Tags filter with hover-over tooltip in the advisor/agent Post Library

This feature is off by default and must be enabled and configured by an admin.

The SEC has implemented new rules that require advisors/agents to respond equally and appropriately to all testimonials they receive. To mitigate risk of non-compliance to the SEC’s rule, we created an automated solution that varies based on whether the testimonial was left on Facebook or LinkedIn.

Facebook

Under Facebook’s New Page Experience, advisors/agents must either respond to all reviews or completely ignore all reviews in order stay compliant with the SEC rule. Hearsay’s solution is to automatically reply to every review, with language provided by a setting controlled by admins, that either accepts or disavows the review. Reviews can be turned off completely from the advisor/agent's native Facebook page. 

LinkedIn

LinkedIn Recommendations can be hidden after they are accepted, which allows Compliance to hide recommendations that violate their individual policies.

Advisor/agent Workflow for Testimonials

When someone leaves a testimonial, the advisor/agent receives an email asking them to identify the individual who wrote it, and gives the timeframe for them to take action.

If they select Provide additional info, they are taken to this screen to provide the information.

If  the advisor/agent doesn’t provide the information on time, they are informed that the testimonial is disavowed.

Enable and configure the feature

You must configure these settings to use this feature.

In the Administrative view, click Settings > Organizational Settings > Review & Archive. Under Testimonial Review, configure these settings:

SEC Regulated 

• Enabled: Testimonials left for advisors/agents are subject to these settings.
• Disabled: Ignore all testimonial checks and treat testimonials as they were before (same as a post or comment).

Testimonials allowed (LinkedIn only)

• Enabled: If yes, then following settings are used.
• Disabled: Testimonials are not allowed on LinkedIn and they will be hidden.

Classification Time Limit (in hours)

• Advisor/agent must respond to a testimonial within this time period or it is automatically disavowed. Can be set from 12 to 168 hours.

Alert on All Testimonials

• Enabled: Compliance must accept or reject every incoming testimonial.
• Disabled: Compliance accepts all testimonials that do not flag lexicon, and receives alerts on those that do flag.

Allow Solicited Testimonials

• Enabled: Testimonials won’t be automatically disavowed if marked as solicited.
• Disabled: Testimonials marked as solicited will be disavowed and trigger a compliance review.

Allow Non-Client Testimonials

• Enabled: Testimonials won’t be automatically disavowed if sent by a non-client.
• Disabled: Testimonials from a non-client will be disavowed and trigger a compliance review.

Allow Conflict-of-Interest Testimonials

• Enabled: Testimonials won’t be automatically disavowed if a conflict-of-interest exists.
• Disabled: Testimonials that involve a conflict-of-interest will be disavowed and trigger a compliance review.

Accepted Testimonial Language (Facebook only)

• Statement on accepted testimonials, up to 520 characters.

Rejected Testimonial Language (Facebook only)

• Statement on disavowed testimonials, up to 520 characters.

New Supervision Items

You can find testimonials that are prohibited based on your settings in the supervision queue by selecting the Review Type > Prohibited Review filter.

Supervision options:

• Accept: Keep the testimonial (LinkedIn) or leave a comment with acceptance language (Facebook).
• Reject: Remove the testimonial (LinkedIn) or leave a comment with disavowed language (Facebook).
• Reject & Block: Leave a comment with disavowed language and block the user from posting on that page (Facebook only).

All users will now use the same streamlined bulk upload workflow. The new unified experience won’t include the step for email campaign subscriptions but will include the add-to-list feature and an attestation modal, both of which have been improved for this release. The contact import history has been removed but an enhanced version might be included in a later release.

New file upload page

Import page with Add to List feature

Contact attestation popup 

Contact import confirmation message

We have made the following minor usability improvements to the advisor Post Library and Publisher:

• The Post Library and Publisher both contain an info message about the amount of time advisors/agents must wait before promoting a newly published post. 
• Advisors/agents can filter content by its creator.
• Library Cards now display the release date of the post instead of the creation date. 

See below for screenshots of the changes.

Post Library time limitation message

Creators filter

Library Card with release date

Here's what to look for in the November 14th release.

The guidance in this document is offered for early planning purposes, and is subject to change up to the time of release. All future-state screenshots are examples and the final design might look different.

Sites 

Upload podcasts to Sites

Problem Solved: Advisors producing podcasts can’t post podcast-type files to their Hearsay Site and need a straightforward way to share their podcasts with their customers since that’s usually where their other content is posted.

Expected Value: Podcast support allows advisors to demonstrate their thought leadership in a new form on their Hearsay Site.

Expected Solution: On the latest Hearsay Site version, advisors/agents will be able to upload and play MP3 audio in their Profile Editor, and send the audio file to compliance to play and review. When it’s published, customers can stream the podcast on the site.

This feature is available for the new version of Sites only. Old sites versions (NextGen, Library, Custom) won’t have the same audio file support. For compliance purposes, the audio file is treated the same as a video file uploaded using the Profile Editor.

To enable this feature, contact your Customer Success Manager.

Who is impacted: Advisor/Agent, Customers, Compliance officer

Archiving and Compliance Implications: Treated the same as a video file uploaded using Profile Editor.

Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.

Updated design for the Event Publisher

Problem Solved: The design of the Sites Event Publisher was outdated and inconsistent with other Hearsay products.

Expected Value: Agents/Advisors get the same user experience when using any publisher at Hearsay.

Expected Solution: The Event Publisher functionality is the same as before, but the design matches that of the more modern Social Publisher. 

Functional Area(s) Affected: Sites

Who is impacted: Advisor/Agent

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

Actions 

Enhanced admin interface

Problem Solved: The admin interface for Actions includes only two pages for a large amount of information, creating a busy and distracting user experience. The largest page is also based on outdated user interface technology.

Furthermore, the time-bound workflow configurations and the Action Flow expiry period sometimes conflict with each other, resulting in undesired workflow reminders.

Expected Value: The new structure will be easier to navigate and load faster, and admins will be notified if the time bound workflow configuration conflicts with the expiry period.

Expected Solution: We will split the admin interface into multiple pages to reduce the complexity and re-base the pages on the latest user interface components we use elsewhere.

We have also created a way to verify time-bound Advisor reminder configurations against the Action flow expiry period and notify users when they are in conflict.

Here are some notification examples when the Action flow expiry is set to X days:

• Action flow expiration reminder warning will pop up if the “Notify before expiration date (in days)” parameter is set to X minus 2 or more days. This prevents an expiration warning going out on the first day when the initial message is sent.
• Periodic reminder warning will pop up if the “Interval between two reminders (in days)” multiplied by the “Maximum reminders/contact” is larger than X days. This prevents reminders from going out beyond the expiration of the workflow.

Who is impacted: Marketing Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

Configure reminders on the Workspace level

Problem Solved: Because Actions configurations are set on organization level, advisors/agents can’t make changes themselves, resulting in slow configuration updates or unwanted configurations.

Expected Value: Workspace level configuration changes are faster than changes done at the organizational level. Advisors/agents can also decide to switch notifications on or off based on their preferences.

Expected Solution: Admins can allow workspace owners to override organization settings by switching the following notifications on or off for their own workspace:

• All Action reminders via the Relate system message
• Action daily mail

By default, the notifications are turned off. Once a workspace owner changes a setting, any changes made at the organizational level do not affect the configuration of that workspace.

Who is impacted: Advisor/Agent, Program Admin

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

Platform 

Hover function replacing the Action column in Contacts

Problem Solved: When contacts were unified, the Contacts table became larger, necessitating a horizontal scroll. 

Expected Value: There will be an easier, modern, more user-friendly experience when applying actions to contacts.

Expected Solution: The actions that were in the drop-down menu of the Action column will now be grouped behind icons that appear when you hover over the row for a contact.

Before, the first column was locked and necessitated a horizontal scroll. The Action column had a drop-down menu.

After, the first column no longer needs to be locked and there is no need for horizontal scroll. Contact actions no longer require their own column nor drop-down menu.

Functional Area(s) Affected: Social, Relate, Sites, Platform

Who is impacted: Advisor/Agent

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

Data & Analytics 

Evidence of Supervision report extended with Workflow District ID and Workflow Name

Problem Solved: There is no way to filter compliance alerts by compliance workflows or compliance teams.

Expected Value: Compliance admins will be able to filter compliance alerts by workflow IDs and workflow names. This report extension will help them optimize compliance team structures and sizes.

Expected Solution: The Evidence of Supervision report will contain the following new fields:

• Workflow District ID
• Workflow District Name 

Functional Area(s) Affected: Data & Analytics

Who is impacted: Compliance Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

LinkedIn Sales Navigator messages included in the Private Messages All Data report

Problem Solved: The LinkedIn Sales Navigator messages are not part of any productized reports, they are available as custom reports only.

Expected Value: LinkedIn Sales Navigator messages will be reported with other private messages so administrators can investigate Sales Nav messages the same way as they do with other private DMs.

Expected Solution: LinkedIn Sales Navigator messages will appear in the Private Messages All Data report. Additionally, a field with yes/no values will be added to the report indicating whether the message is from a Sales Navigator and allowing admins to filter for them.

Functional Area(s) Affected: Data & Analytics

Who is impacted: Compliance Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: On for all organizations.

Here's a quick look at what's in the September 26th release:

Social

• Enhanced advisor content selection interface *

Actions

• Configure up to ten outgoing message templates *

Data & analytics

• Self-service report scheduling *
• Compare workspaces with the Breakdown by Relate Workspaces Report *
• See when activities occurred on the Review Archive Email report
• Monitor library and campaign performance separately in the Suggested Content Performance Report
• Reporting landing page has a new Product column

* Sandbox preview available. To sign up, contact your Customer Success Manager.

Social 

Enhanced advisor content selection interface

To create a faster and smoother content selection experience for agents/advisors, the Post Library and Post Cards have been redesigned to include the following improvements:

• Posts now include the content author, creation date, and expiration date.
• More powerful searches that can find results based on partial matches or the numerical post ID, for example, “12345”. Previously, only admins could search for post IDs, and had to use the format “id:12345”.
• Results ordering is based on keyword hits. 
• There's now a filter for the GIF content type. 
• The library has an overall sleeker design and more modern functions.

New Post Library design showcasing the improved searching and filtering solution

Filtering

Post Card with author and dates

Actions 

Configure up to ten outgoing message templates

There are now up to ten different outgoing message templates available for configuration, with a number assigned to each one. Organizations can select which one to use by specifying the corresponding number in the API, and admins can configure the language in the admin interface. Each template has a version to use during business hours and one to use after hours, and the system reverts to the appropriate version based on the time the message is sent. If no template is selected, the system uses a default. Templates also all have multi-language support and language changes can be monitored for compliance. 

To include the name of the agent/advisor in the message, quote the "@{dynamicAgentFirstName}" variable in the message template, which is sent via the API with the Contact.

To change the template content in the admin interface, under Actions, click Contact Message Templates. This dedicated page replaces some of the old template configuration options in the Configuration - Action Flow page.  

New Contact Message Templates page:

Updated Configuration - Action Flow page:

Data & Analytics 

Self-service report scheduling

Admins can now define filter conditions, select which fields to include, and schedule the frequency of reports themselves without needing to contact support.

Admins can click the Create a scheduled report button on any report page to start their report.

Scheduling a report can be done for a relative date range (e.g. last full week, last full month), not for a fixed time range.

Compare workspaces with the Breakdown by Relate Workspaces Report

The new Breakdown by Relate Workspaces report allows admins to list and compare Relate usage and key business measures on the workspace level. It contains these fields:

• Workspace ID 
• Workspace Name
• Workspace Hierarchy 
• Workspace State (connected or cancelled) 
• Relate Activation Date
• Is Inactive (binary)
• Is Relate Only (binary)
• Number of Delegates
• Number of Inbound Messages
• Number of Outbound Messages
• Number of Total Missed Messages
• Number of Inbound Calls
• Number of Outbound Calls
• Number of Missed Calls
• Number of Total Calls
• Number of Opt-Ins
• Number of Opt-Outs
• Number of Contacts Engaged
• Average Outbound Call Duration (in minutes)
• Average Inbound Call Duration (in minutes)
• Average Call Duration (in minutes)

See when activities occurred on the Review Archive Email report 

The Review Archive Email Report now contains an Activity Time field that shows the timestamp of the activity.

Monitor library and campaign performance separately in the Suggested Content Performance Report

To allow Marketing admins to compare library versus campaign performances and monitor each one independently from one another, these four fields are now included in the Suggested Content Performance Report: 

• Total Library Publishes
• Total Campaign Publishes
• Library Publishes Engagement Rate 
• Campaign Publishes Engagement Rate

Reporting landing page has a new Product column

The report landing page now includes a Product column that specifies which Hearsay product(s), like Social or Relate, are relevant to the report.

Hello and welcome to the new Hearsay release site! All release notes will be posted here beginning in September of 2022.  

To have release notes delivered to your email, click Subscribe to Updates at the top of this page.