Stories and Reels posted on Instagram Business profiles can now be supervised and archived on Hearsay Social.  

Instagram Stories

Hearsay can supervise stories past their 24-hour limit. Content posted as Stories up to 25MB in size or within the archive vendor-determined email size limit can be archived, whichever is lower. Content that is larger in size will not be archived. Stories cannot be posted via Hearsay. However, Stories posted natively on Instagram are captured by Hearsay for supervision and archiving. Stories are filterable in Supervision through a new type called Story.

After the Story has been crawled by Hearsay and archived, an alert will be created in Supervision. We run a lexicon check on any text in the Story that is provided by the Meta API. The Meta API is inconsistent in its treatment of onscreen text like user-added text, polls, and hashtags; when they are provided to us as text we will run the lexicon check, but when they are only included as part of the image or video files we are unable to do so. Stories with no lexicon violations can still be sampled. 

Stories are viewable within Supervision for at least 120 days. Links to the Story will not be available.

Comments on Stories are available for supervision and archiving as direct messages. We currently do not support supervision and archiving for emoji reacts to Stories. 

Instagram Reels

Following changes within Instagram itself, our February 2023 product release changed how we handle video Posts on Instagram. Now, all video Posts that are not published as Stories are treated as Reels, and Reels are available for supervision and archiving on Hearsay. This release further clarifies how we handle Instagram Reels. Content posted as Reels up to 25MB in size or within the archive vendor-determined email size limit can be archived, whichever is lower. Content that is larger in size will not be archived. Reels can be posted via Hearsay. Moreover, Reels published natively on Instagram are captured by Hearsay for supervision and archiving. Reels are now filterable in Supervision through a new type called Native Network Video Post.

We run a lexicon check on any text in the Reel that is provided by the Meta API and create alerts for any violations. The Meta API is inconsistent in its treatment of onscreen text like user-added text, polls, and hashtags; when they are provided to us as text we will run the lexicon check, but when they are only included as part of the image or video files we are unable to do so. Reels with no lexicon violations can still be sampled. 

Reels are viewable from Supervision and have links to their corresponding published version on Instagram. 

Supervision alert for an Instagram Reel 

Supervision and archiving of Stories is off by default. To enable it, contact your Customer Success Manager.

Supervision and archiving of Reels is enabled for all organizations that also have video Posts enabled.

Here's what's in the March 27th release:

Social

• AI-Powered Content Recommendations 🔷 

Relate

• Access LinkedIn direct messaging via Relate 🔷
• Advisors/agents cannot disconnect their Relate phone number 🔷
• Attestation in one workspace applies to the whole organization
• New message notification for Salesforce Embedded Relate 🔷

Mobile

• Relate Mobile App includes Post Library and AI-Powered Recommendations (can preview in Testflight)

Sites

• Sites Post Library design matches the Social Post Library design 🔷
• Preview changes on Sites

Platform

• Desktop notifications appear in a drop-down list 🔷

Data & Analytics

• Breakdown by Actions Workspaces report shows if advisors/agents receive daily emails and push notifications
• New Sites Content Performance report monitors pre-approved content usage in Sites 🔷
• New Sites Overview dashboard shows aggregate business measures for all Sites

🔷 Sandbox preview available. Contact your Customer Success Manager for more information.

Social 

AI-Powered Content Recommendations

Using data related to advisor/agent interests and behavior like keyword searches or post dismissals, as well as audience engagement, we created an AI solution that provides personalized and automatic Post Library content recommendations for each advisor/agent, similar to recommended lists in popular apps like Spotify or Netflix. The more advisors/agents use Hearsay Social, the more content recommendations are tailored to their preferences and their audience’s interests. Advisors/agents are more likely to post content when it is relevant to them.

Recommended posts are on the new Recommended tab in the advisor/agent Post Library, which supports both 3rd party and admin-created posts, depending on your organization’s configuration. New recommendations are processed in batches and sent to advisor/agent workspaces once per day. Posts can only appear if they are released or pre-released and active, and not yet published by the advisor/agent. All posts are included in recommendations except campaign-only posts, or posts that are part of a campaign the advisor/agent is subscribed to.

Some recommendations use our in-house content recommender engine. The engine algorithm recommends posts based on the post topic and whether the contents of the post match the interest profile of either the advisor/agent (Based on your interests) or the audience (Recommended for your audience). Interest profiles are based on advisor/agent behavioral data (keyword searches or post dismissals), advisor/agent historical publishing data (excluding campaigns), and audience engagement, which are collected from the first day an advisor/agent was connected to Hearsay.

There are six sections of content in the new Recommended tab, as follows:

• Highlights at : Content recommended by content creators/admins using the Pinned Posts feature. For this section to appear, at least one pinned post must be available to the workspace.

• Recommended for your audience: Posts about topics the advisor’s/agent’s audience is engaging with the most, as determined by our in-house recommender engine. For this section to appear, the following must be true:

  • There are posts in English available for the workspace
  • There are link type posts available for the workspace.
  • There is at least one audience engagement on posts published from the Post Library by the workspace.

• Based on your interests: Content based on the advisor/agent search and publishing history, as determined by our in-house recommender engine. For this section to appear, the following must be true:

  • There are posts in English available for the workspace
  • There are link type posts available for the workspace.
  • The workspace has accomplished at least five activities, which can be either publishing a post or performing a search in the Post Library.
• Most recent: The newest content added by content creators/admins. For this section to appear, at least one post must be available in the Post Library for the workspace. 
• Most engaging: Content receiving a lot of audience engagement when posted by the advisor’s/agent’s peers. For this section to appear, at least one post must be available in the Post Library for the workspace. 
• Popular with your peers: Content being published a lot by the advisor's/agent’s peers.  For this section to appear, at least one post must be available in the Post Library for the workspace. 

The regular Post Library still exists in the new Browse tab.

The feature is on by default but can be disabled in the Admin view, under Organization Settings > Workspace & Emails > Recommended in Post Library.

Relate 

Access LinkedIn direct messaging via Relate

LinkedIn Direct Messaging functionality is available in the Relate web platform. Advisors/agents can now send and receive LinkedIn direct messages on Relate in Hearsay Desktop, as they would a Relate text message. 

Relate will frequently crawl LinkedIn direct messages between 8:00 AM Eastern Time and 9:00 PM Eastern Time to check for new messages. To port/view LinkedIn conversations in Relate there must first be an existing conversation in LinkedIn, i.e. the user has sent or received at least one direct message to/from another person on LinkedIn native platform. Messages received via LinkedIn direct messaging are marked with a blue LinkedIn icon in the Conversations tab in Relate.

For advisors/agents to see LinkedIn DMs in their Relate messages, their LinkedIn account has to be connected to the Hearsay workspace and the account has to be “opted in” for Hearsay to crawl and collect data. This happens automatically as part of the process to connect the account to Hearsay. 

Integrating LinkedIn direct messages with Relate meets compliance guidelines, providing a better unified direct messaging experience on the Relate platform and reducing delays in communication. 

This feature is only available to users who have both Hearsay Social and Hearsay Relate enabled.

This feature is off by default. To enable it, or to enable the sandbox preview, contact your Customer Success Manager.

LinkedIn direct messages in Relate

Advisors/agents cannot disconnect their Relate phone number

Agents/advisors will no longer be able to disconnect or remove their Relate phone numbers. 

Disconnecting a Relate number leads to a violation of regulatory requirements because it creates an audit trail gap, resulting in a lack of transparency and accountability for communication. Restricting advisors/agents’ ability to disconnect their Relate phone number provides assurance to regulators and our users that their communication is compliant, secure, and accountable. By maintaining a complete audit trail of communication, Relate reduces the risk of regulatory fines and damage to company reputation that may arise from non-compliance.

Attestation in one workspace applies to the whole organization

An organizational opt-in model is replacing the individual advisor/agent opt-in model so that all advisors/agents from an organization can text clients who agree to receive messages from that organization. This reduces the need for multiple opt-in approvals, increases opt-in approval rates, improves client satisfaction through faster communication, and increases the number of conversations that drive business.

This new organizational attestation model is based on 4 rules: 

• When a client has opted-in (by responding YES) to texting with an advisor/agent at an organization, their number is added to the allow list and all advisors/agents at that organization can text that client without additional opt-in requirements. 
• If a client opts-out (by responding STOP), their number is removed from the allow list and added to the deny list. Their number is blocked and nobody from the organization will be able to text them.
• If a client responds with UNSTOP, they are automatically removed from the deny list and added to the allow list for the organization, and advisors/agents can send text messages to their number.
• Attestation in one workspace propagates to the whole organization almost in real-time.

This feature is currently only available for organizations whose Relate attestation settings are set to Explicit Consent.

This feature is off by default. To enable it, contact your Customer Success Manager.

New message notification for Salesforce Embedded Relate

A new Hearsay messaging hub has been added to Salesforce's utility bar. This hub provides advisors/agents with real-time alerts when new messages arrive, enabling them to respond promptly to customer inquiries. The messaging hub can be added to any lightning app within Salesforce, allowing agents to quickly navigate to the relevant record page to view the message and respond, without having to manually check for new messages. 

In addition, the messaging hub includes a new feature that allows agents to create new Salesforce records directly from the navigation flow when a message comes from a phone number that has not been captured in the system before. This streamlines the record-creation process and eliminates the need for agents to switch between applications to manage their customer communications.

This feature is available for organizations using Salesforce Embedded Relate. 

Hearsay notifications in the Salesforce utility bar

---

Mobile 

Relate Mobile App includes Post Library and AI-Powered Recommendations

In a continued effort to transform the Relate app into a unified mobile experience that encompasses both Relate and Social functions, advisors/agents can now browse, filter, and post suggested content within the Relate mobile app on the new Post Library tab. This change helps advisors/agents efficiently promote their brand by quickly publishing compliant content they are interested in while on the go using a single mobile app.

The new AI-Powered Content Recommendations enhancements for Social, also in this release, is included on the Recommended page of the mobile Post Library and enables advisors/agents to quickly find the most relevant posts within the six recommended categories. 

Advisors/agents can still view the library of approved posts on the Browse page, where they can sort available posts by Most Recent, Most Engaging, or Most Popular and filter by the post type, channel, and tags to quickly find the right content.

The new Post Library tab is located in the bottom right of the mobile app and replaces Settings, which has moved to the upper right of the Home tab.

This feature is on for organizations that both have Social and use the Relate mobile app. To preview the changes in Testflight, use this link: https://testflight.apple.com/join/PTz76hWO

Sites 

Sites Post Library design matches the Social Post Library design

The Sites Post Library now has the same look and feel as the Social Post Library, creating a consistent user experience and reducing confusion for advisors/agents who use both libraries to share content.

Here are the changes in the Sites Post Library:

• The sidebar has been removed, and second-level menu items are now in tabs at the top. 
• Filters have been removed from the sidebar and are hidden by default, but appear when you click Filters.
• Sort by options are now in a dropdown.

Post library before release

Preview changes on Sites

The newest version of Sites now has a way for advisors/agents and compliance admins to preview changes to see how the website will look after the changes are made. This helps advisors/agents save time and effort going through multiple compliance revisions and helps compliance admins reduce the risk of accidentally approving something problematic.

For advisors/agents, there is now a Preview button on the Profile Editor page. 

Sites Profile Editor Page

For compliance admins, the Preview button appears on the Approval Request page in supervision.

Compliance Approval Request Page

To enable this functionality on the newest version of sites please contact your Customer Success Manager.

Platform 

Desktop notifications appear in a drop-down list

Notifications on Hearsay Desktop now appear in a drop-down list rather than in a separate tab, which prevents the interruption of existing workflows.

After clicking the notification bell icon, a scrollable list of read and unread notifications from the past 30 days appears below the icon. Clicking on an individual notification from the list navigates to the page that corresponds with the activity in the notification. For example, clicking on a content suggestion takes you to a page to publish the piece of content. 

Notifications are marked “read” after hovering over the notification and clicking Mark as Read, or by selecting Mark all as Read. Read and unread notifications are different colors, and toggling Unread Only shows only notifications that haven’t been marked “read”. A circular badge still appears near the bell icon indicating that there are unread notifications. 

Hearsay Desktop notifications don’t currently include missed Relate calls and texts. 

Data & Analytics 

Breakdown by Actions Workspaces report shows if advisors/agents receive daily emails and push notifications

Admins can now monitor if advisors/agents receive daily emails and push notifications for every workspace. The Breakdown by Actions Workspace report now has two additional fields:

• Receive push notification
• Receive daily email

Breakdown by Actions Workspace report with new Receive Push Notification and Receive Daily Email columns

New Sites Content Performance report monitors pre-approved content usage in Sites

The new Sites Content Performance report provides data on pre-approved content usage, including content types being used and the number of Sites using the content, making it easier to assess the value of each piece of pre-approved content and determine which pre-approved content organizations should remove, replace, or add more of. 

The Sites Content Performance report will contain the following fields:

• Content category
• Content item
• Number of uses
• List of Sites using the content

The report will be filterable by content categories and hierarchy.

Sites Content Performance Report

New Sites Overview dashboard shows aggregate business measures for all Sites

A new Sites Overview dashboard replaces the existing overview dashboard, and provides aggregated business measures for all available Sites solutions (legacy custom Sites, Library Sites, NextGen Sites, and the newest version of Sites). This dashboard measures the following: 

• % of visitors converted to lead
• Number of total leads (calculated based on the number of contact submission forms)
• Number of Sites publishes
• Number of Events publishes
• Number of active Sites
• Number of total visitors
• Number of new visitors (not available for NextGen Sites, all visitors to NextGen Sites are considered new)
• Number of returning visitors (not available for NextGen Sites, all visitors are considered new)
• Number of Page Views (not available for Legacy Sites)
• Session Time (not available for Legacy Sites)
• Bounce Rate (not available for Legacy Sites)

The new Sites Overview Report

To allow tighter control over how and where agent/advisor contacts are created, there’s a new option that disables the Add Contacts button in Hearsay Desktop at the hierarchy level. Advisors/agents can still create a contact for a new phone number they send a text to or receive a text from, but they cannot manually create a contact using the Add Contacts button.

Note: this feature is currently only available in Hearsay Desktop.

This feature is off by default. To enable it, contact your Customer Success Manager.

Clients are more likely to respond to a message containing specific information directly linked to an inquiry, for example, a car make and model. To increase the likelihood a client will respond to a message, there are several new variables that can be included in an outgoing message using the Actions workflow. Admins can include the new variables in message templates, and external CRMs or Lead Management Providers then send the corresponding values that match the variables to be included in the message via API. If a value is missing for a variable, Actions doesn’t send a message.

The new variables that can be included in message templates are as follows:

• Dynamic Agent's Nick Name: @{dynamicAgentNickName}
• Dynamic URL: @{webUrl}
• Contact's Vehicle Year: @{contactVehicleYear}
• Contact's Vehicle Brand: @{contactVehicleBrand}
• Contact's Vehicle Model: @{contactVehicleModel}
• Contact's City: @{contactCity}
• Contact's State: @{contactState}
• Contact's Zip Code: @{contactZip}
• Policy ID: @{policyId}

To add new variables to the API requests that trigger the start of Action workflows, contact your Customer Success Manager. After that, the new variables can be included in message templates.

Time zones are now visible next to the event time in event RSVP emails. This time zone is based on your preferences in the User Settings. 

This feature is on for all Sites customers.

Event RSVP email with time zone information

Here's what to look for in the March 27th release. 

The guidance in this document is offered for early planning purposes, and is subject to change up to the time of release. 

Social

AI-Powered Content Recommendations

Problem Solved: There’s currently no way for Hearsay Social to remember content preferences of advisors/agents and their audience, which makes finding content difficult and time consuming. 

Expected Value: Better content recommendations based on individual preferences increases advisor/agent engagement with Hearsay Social and makes it more likely they will post the content to their social media pages.

Expected Solution: Using data related to audience engagement, advisors/agent interests, browsing history, and behavior, we’ll implement an AI solution that provides personalized Post Library content recommendations for each advisor/agent, similar to recommended lists in popular apps like Spotify or Netflix. The more advisors/agents use Hearsay Social, the more content recommendations are tailored to their preferences. 

There will be six sections of content in the Recommended tab, as follows:

• Highlights at : Content recommended by content creators/admins.
• Recommended for your audience: Content the advisor/agent’s audience is engaging with the most. 
• Based on your interests: Content based on the advisor/agent search and publishing history. 
• Most recent: The newest content added by content creators/admins.
• Most engaging: Content receiving a lot of audience engagement when posted by the advisor’s/agent’s peers.  
• Popular with your peers: Content being published a lot by advisors/agent’s peers. 

The regular Post Library will still exist in the new Browse tab. 

Relate 

Access LinkedIn direct messaging via Relate

Problem Solved: Advisors/agents aren’t able to access LinkedIn direct messages on Relate. LinkedIn direct messages represent a high-volume prospect/client engagement opportunity for advisors, but Relate isn’t able to leverage the potential outcomes of the channel. 

Expected Value: Integrating LinkedIn direct messages with Relate will allow advisors/agents to access LinkedIn direct messages using Relate, providing a better unified direct messaging experience on the Relate platform and reducing delays in communication. 

Expected Solution: Advisors/agents will be able to send and receive LinkedIn direct messages on Relate in Hearsay Desktop, as they would a Relate text message. Relate will frequently crawl LinkedIn direct messages between 8:00 AM Eastern Time and 9:00 PM Eastern Time to check for new messages. In order to port/view LinkedIn conversations in Relate there must first be an existing conversation in LinkedIn, i.e. the user has sent or received at least one direct message to/from another person on LinkedIn. Messages received via LinkedIn direct messaging will be marked with a blue LinkedIn icon in the Conversations tab in Relate.

This feature is only available to users who have both Hearsay Social and Hearsay Relate enabled.

Advisors/agents won’t be able to disconnect their Relate phone number

Problem Solved: Advisors/agents have the ability to disconnect their Relate phone number. Disconnecting a Relate number leads to a violation of regulatory requirements because it creates an audit trail gap that results in a lack of transparency and accountability for communication, which can lead to regulatory fines and damage to the reputation of the organization. 

Expected Value: Restricting advisors/agents’ ability to disconnect their Relate phone number provides assurance to regulators and our users that their communication is compliant, secure, and accountable. By maintaining a complete audit trail of communication, Relate ensures that all communication is fully transparent and compliant with regulatory requirements, which reduces the risk of regulatory fines and other legal consequences that may arise from non-compliance.

Expected Solution: Agents/advisors will no longer be able to disconnect or remove their Relate phone numbers.

Attestation in one workspace applies to the whole organization

Problem Solved: If an organization’s Relate attestation settings are set to Explicit Consent, Web Opt-In, or Personalized Opt-In, each advisor/agent has to send individual opt-in requests to their contacts, and the contact’s communication channel gets opened only with those advisors/agents with whom they have specifically opted-in to receive messages. This results in communication delays as well as lost opportunities for adoption and growth because only a limited number of agents/advisors in an organization are able to communicate with prospects and clients. 

Expected Value: An organizational opt-in model will replace the individual advisor/agent opt-in model so that all advisors/agents from an organization will be able to text clients who agree to receive messages from that organization. This will reduce the need for multiple opt-in approvals, increase opt-in approval rates, improve client satisfaction through faster communication, and increase the number of conversations that drive business.

Expected Solution: A contact’s attestation in one workspace will apply to the whole organization. This new attestation model will be based on 4 rules: 

• When a client has opted-in (by responding YES) to texting with an advisor/agent at an organization, their number is added to the allow list and all advisors/agents at that organization will be allowed to text that client without additional opt-in requirements. 
• If a client opts-out (by responding STOP), their number will be removed from the allow list and added to the deny list. Their number will be blocked and nobody from the organization will be able to text them.
• If a client responds with UNSTOP, they will be automatically removed from the deny list and added to the allow list for the organization and advisors/agents will be able to send text messages to their number.
• Attestation in one workspace propagates to the whole organization almost in real time.

This feature is currently only available for organizations whose Relate attestation settings are set to Explicit Consent.

Mobile

Relate Mobile App includes Post Library and AI-Powered Recommendations

Problem Solved: Publishing content from the Post Library using the Hearsay Social mobile app is limited and outdated, and advisors/agents need to use two separate apps to browse the Post Library and communicate using Relate on mobile.

Expected Value: Advisors/agents can efficiently promote their brand by quickly publishing compliant content they are interested in while on the go using a single mobile app.

Expected Solution: In a continued effort to transform the Relate app into a unified mobile experience that encompasses both Relate and Social functions, advisors/agents will be able to browse, filter, and post suggested content within the Relate mobile app. The new AI-Powered Content Recommendations enhancements for Social, also in this release, will be included in the mobile Post Library and will enable advisors/agents to quickly find the most relevant posts. Advisors/agents will also be able to browse the library of all approved posts and filter by the post type, network, and tags to find the right content. 

SITES

Sites Post Library design matches the Social Post Library design

Problem Solved: Advisors/agents who use both Sites and Social can access the Post Library in two different ways: Via Sites (Sites > Posts) and Social (Social > Content). However, the look and feel of the Post Libraries are different, which can be confusing.

Expected Value: A consistent look and feel across the platform improves user experience and enables us to release Post Library improvements for Sites and Social users at the same time.

Expected Solution: The Sites Post Library will be modeled after the newer and more streamlined Social Post Library.

Current Sites Post Library (pre-release)

Social Post Library, and how the Sites Post Library will look after the release

Preview changes on Sites

Problem Solved: In the newest version of Sites, advisors/agents and compliance admins can’t preview changes to the website to see how they look.

Expected Value: When advisors/agents or compliance admins can preview Sites changes before submitting or approving them, they can more clearly see the changes and proactively address potential issues. This helps advisors/agents save time and effort going through multiple compliance revisions and helps compliance admins reduce the risk of accidentally approving something problematic.

Expected Solution: Advisors/agents will be able to preview the website before they submit to compliance, and compliance admins will be able to preview the website before they approve the changes. A Preview button will appear both when submitting and approving changes. 

Sites Profile Editor 

Supervision

PLATFORM

Desktop notifications appear in a drop-down list

Problem Solved: Clicking on the notification bell in the desktop application opens a new tab, forcing users to switch between pages to view notifications.

Expected Value: Users can view their list of current notifications without interrupting their workflow.

Expected Solution: After clicking on the notification bell in the web application, a scrollable list of read and unread notifications from the past 30 days will appear below the bell icon. Clicking on an individual notification from the list takes the user to the corresponding page they need to attend to the activity in the notification. For example,  clicking on a content suggestion takes you to a page to publish the piece of content. Notifications will be marked “read” after the user either clicks on the notification or selects Mark all as Read.  Read and unread notifications are in different colors and users can toggle Unread Only to view only notifications they haven’t read yet. A circular badge will still appear near the bell icon indicating that there are unread notifications.

Data & Analytics

Breakdown by Actions Workspaces report will show if advisors/agents are receiving daily emails and push notifications

Problem Solved: Program admins are not able to monitor which advisors/agents are receiving daily emails and push notifications and which advisors/agents have these emails and push notifications turned off. This has created a barrier to seeing every agent/advisor’s notification settings for every workspace, and better understanding each advisor/agent’s efficiency.

Expected Value: Program admins will be able to monitor if advisors/agents are receiving daily emails and push notifications for every workspace. 

Expected Solution: The Breakdown of Actions Workspaces report will be extended with two additional fields each with binary (yes/no) possible values:

• Receive daily email
• Receive push notification

New Sites Content Performance report to monitor pre-approved content usage in Sites

Problem Solved: Sites admins can’t monitor if advisors/agents are using pre-approved content, such as homepage hero images, services articles, specialists to add to “our team” pages, and default images that appear if they don’t have their own image for their custom articles. This has made it difficult to determine which content organizations should remove, replace, or add more of.

Expected Value: Providing data on content usage, including content types being used and the number of Sites using the content, makes it easier to assess the value of each piece of pre-approved content.

Expected Solution: A new Sites Content Performance report will be created with the following fields:

• Content category
• Content item
• Number of uses
• List of Sites using the content

This report will be filterable by date range and hierarchy.

New Sites Overview dashboard will show aggregate business measures for all Sites

Problem Solved: There is no single dashboard that provides aggregated business measures for all available Sites solutions (legacy custom Sites, Library Sites, NextGen Sites, and the newest version of Sites).

Expected Value: Program admins will have a new dashboard showing the aggregated business measures for all of their Sites, regardless of the underlying technology they are using.

Expected Solution: A new Sites Overview dashboard will be implemented that shows the aggregated business measures from all Sites types in use. The measures on the dashboard will be:

• Number of active Sites
• Number of total visitors
• Number of new visitors
• Number of returning visitors
• Number of leads (calculated based on the number of contact submission forms)
• Lead conversion rate %
• Number of Sites publishes
• Number of Events publishes

We’ve made four enhancements to our Relate desktop notifications:

• Desktop notifications no longer expire. Users must click to dismiss them. 
• Clicking on a desktop notification will open the conversation that generated the notification, if Relate is open in a browser tab. If Relate is not open in a tab, then clicking on the notification will open the Hearsay homepage.
• Browser tabs display the number of conversations with new unread messages.
• Notifications for unread messages in Relate change to read only when the user clicks on the message or anywhere in its conversation window. 

To protect customer privacy and follow data privacy guidelines, we’ve added the ability to automatically and permanently delete all advisor/agent voicemails after 30 days from Relate. Users won’t receive a notification when voicemails are deleted. This allows organizations to support customer data privacy as well as maintain compliance with communication guidelines regarding voicemail data. 

This feature is off by default. To enable it, contact your Customer Success Manager.

Here's what's in the February 13th release:

Relate

• Improved Embedded Relate integration with Salesforce 
• Sending contact cards does not require MMS to be enabled
• Twelve additional countries getting local phone number support

Mobile

• Relate Mobile App has a unified homepage experience (can preview in Testflight)
• New Relate Mobile App onboarding experience (can preview in Testflight)

Social

• Publishing content to LinkedIn requires additional permissions for some accounts
• Videos are uploaded as Reels from Hearsay Social to Instagram  

Sites

• Social video posts can also be published in Sites 🔷 

Actions

• Policy ID support in Actions 🔷 

Compliance

• Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive 🔷 

Data & Analytics 

• Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts
• Review Invite Status report allows all admins to track their workspace invite statuses
• Evidence of Supervision report flags Sampled Items 

🔷 Sandbox preview available. Contact your Customer Success Manager for more information.

Relate 

Improved Embedded Relate integration with Salesforce

This is an enhanced set of capabilities for the Embedded Relate integration with Salesforce that offers improved admin configuration, error logging, and a rebuilt texting widget with new features. 

The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager. 

Admin configuration

The Relate widget in Salesforce can be configured by following three steps in Salesforce’s Admin Settings:

1. In Integration Settings, enter your Hearsay Org ID, and click Save.
2. Below the Integration Settings, in Mappings, set the Enablement Status to Enabled.
3. In Mappings, click Add New Mapping, then add Relate contacts or leads and their phone numbers that can be used for Relate text messaging. 

Streamlined admin configuration

Error logging

Salesforce admins can access the Embedded Relate error log center under the Hearsay Logs tab.

Embedded Relate error log center in Salesforce

Rebuilt texting widget

The Relate texting widget can now be embedded to any Salesforce Lightning record page with a phone number field. The texting window contains the entire message history, with 25 previous messages loaded as default. Other older messages can also be loaded. Each message is labeled with its sender’s name or phone number, sending/receiving date and time, as well as its delivery status.

Ask permission to send texts

The Embedded Relate texting widget maintains compliance by providing an attestation flow that asks clients for their permission to opt in to receive text messages.

Attestation flow seeking permission

Permission question asked to client

Send and receive attachments

The texting widget also supports sending and receiving attachments in .png, .jpg, and.gif formats. These attachments can be selected from the Salesforce attachment directory or uploaded from the local drive.

Sending and receiving attachments

Send scheduled messages

Messages can be scheduled to be sent at a later time, based on the time zone setting in your local Salesforce instance. Scheduled messages can be reopened, edited, or deleted. 

Schedule messages to be sent at a later time

Edit or delete scheduled messages

Delegate someone to text on your behalf

Advisor users can access all Relate conversations within the workspaces to which they are assigned as owners or as delegates. The workspace can be switched in the widget header, located in the dropdown menu under the profile image. This allows conversations with clients to continue with a delegate, if the primary advisor/agent is out of the office or unavailable.

Selecting another workspace

Workspace owners' messages are displayed with a light blue background, while delegates' text messages are shown with a gray background. When the user is a delegate in a workspace, the message is sent out on behalf of the workspace owner and the delegate’s name is appended in parenthesis in the beginning of the message text. 

Replying on behalf of another agent/advisor

The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager. 

Sending contact cards does not require MMS to be enabled

Agents/advisors can send contact cards, including any logos or thumbnail images, without enabling MMS. This update allows those organizations who have disabled MMS to send new contact cards through Relate.

Twelve additional countries getting local phone number support

As the second part of our continued effort to expand Relate access globally, we are adding local phone number provisioning support for the following countries that were previously not supported:

• China
• India
• Ireland
• Japan
• Luxembourg
• Philippines
• Singapore
• South Korea
• Sweden
• Taiwan
• United Arab Emirates
• Vietnam

This release provides local country support only. For example, an advisor/agent in Sweden will be able to text their contact who also has a Swedish number. Only text messaging is supported for these countries. Voice calling is not supported.

This feature is off by default. To enable this feature, contact your Customer Success Manager.

MobilE 

Relate Mobile App has a unified homepage experience

The Relate Mobile app will start hosting more Social features in an effort to create a unified mobile experience. A part of the experience includes the new unified homepage, which helps advisors/agents prioritize important tasks, streamline their communications, and engage on social media. The new homepage now contains the following activities and notifications: 

• LinkedIn Direct Message to Call & Text: : When a contact shares a phone number in a LinkedIn direct message, Hearsay automatically detects the number and prompts the advisor/agent to either tap Call to call the number, tap Message to continue an existing conversation or start a new conversation thread, or tap X to dismiss the notification.
• Unread Text Older than 24 Hours: Reminds the advisor/agent to look at unread texts older than 24 hours and prompts them to respond by tapping Reply, Call, or X (dismiss).
• Missed Call older than 24 hours: Reminds the advisor/agent to look at missed calls older than 24 hours and prompts them to respond by tapping Call Back, Message, or X (dismiss).
• Publish a Suggested Post: Suggests engaging content from the content library for a user to publish. The advisor/agent can tap the content, then tap Review & Publish to the selected social media channel. Tapping Delete dismisses the content and removes it from the Post Library for the workspace, then generates a new piece of suggested content if one is available.
• Subscribe to a Campaign: Suggests an available campaign to subscribe to, which was previously limited to Hearsay Desktop. The advisor/agent can tap the campaign to view the details, and tap Subscribe to Campaign to subscribe. Tapping Remove dismisses the campaign and removes it from the workspace, then generates a new campaign suggestion if one is available.
• Onboarding Tasks: As part of the enhanced onboarding experience also included in this release, the homepage includes relevant onboarding tasks, like enabling notifications and connecting social media accounts.

Activities on the homepage are customized to each advisor/agent based on the types of interactions they’ve recently had with clients, and the products they have permission to use. For example, an advisor/agent without Social cannot see the sections for posts and campaigns on their homepage.

Homepage - Unread text, missed call, suggested content

Homepage - LinkedIn DM to call & text, subscribe to campaign

If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.

New Relate Mobile App onboarding experience

In order for Social only and Social + Relate users to onboard effectively in the Relate Mobile App, the onboarding experience has been simplified and tailored to how each advisor/agent uses the app. 

Advisors/agents can now access the app directly after logging on and complete onboarding for each activity as they do them instead of completing all onboarding steps at once as a prerequisite to accessing the app. For example, if the user doesn't have Relate set up but navigates to the Conversations tab, they are presented with instructions for setting up their Relate account. 

Example onboarding steps

• Allow Notifications: Tap Allow Notifications to open device settings and allow notifications, or tap X to dismiss.
• We’re Working on Connecting Your Landline: Appears while a landline account is still being enabled for texting. Tap X to dismiss.
• Connect/Reconnect Social Media Accounts: Appears when a workspace has access to Social but does not have any networks connected, and links to a Hearsay Help Center article about connecting accounts using a web browser.

Example onboarding activities on the homepage

If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.

Social

Publishing content to LinkedIn requires additional permissions for some accounts

LinkedIn recently announced that its Share and UGC APIs are being deprecated after February 28th, 2023, and the content uploading functionalities those APIs provided will now be supported by the Post API. 

Because the Post API requires different permissions than the old APIs, LinkedIn profiles and company pages that were linked to the Hearsay platform before Oct. 19th, 2022 must be reconnected to Hearsay. 

*On February 16th, 2023 (previously February 15th), between 4:00 AM and 6:00 AM Eastern Time, Hearsay will automatically disconnect all the profiles and business pages that lack appropriate permissions. ** Impacted profile and business page owners will receive a notification from Hearsay when they log onto Hearsay Desktop, instructing them to reconnect their account(s) to restore Hearsay Social functionality.

* Automatic disconnects were originally planned for February 15h,  but due to unforeseen technical issues, was replanned for February 16th. 

** Previously, we stated that impacted users will receive an email the week of February 6th. This was an error. Impacted users will only receive notifications in Hearsay Desktop about this issue the week of February 6th.

Videos are uploaded as Reels from Hearsay Social to Instagram 

Instagram has discontinued the native support of videos in their application and introduced Reels. Videos published from Hearsay Social to Instagram are now converted to Reels automatically with no impact on the Hearsay user experience.

Reels have different characteristics than traditional videos. For example, they are looped, are on a dedicated Reels feed, and have different format specifications, found here:

Sites

Social video posts can also be published in Sites

Posts containing video content in Social can also be simultaneously published on Sites. Advisors/agents can check the Sites icon when creating video posts in Social, which also publishes these video posts on their Site. This allows advisors/agents to seamlessly publish video content across their websites and social media accounts.

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

Posting videos on Sites via Social

Actions

Policy ID support in Actions

Advisors/agents can now simultaneously manage a separate workflow for each individual policy belonging to the same contact. For example, if a contact has multiple policies expiring during the same week, an advisor/agent can have a renewal request workflow active for each policy. 

In the API, Contact IDs are now paired with Policy IDs to trigger Action workflows. Each new ContactID/PolicyID pair triggers a separate event and starts a new Actions workflow, but if an existing ContactID/PolicyID pair receives multiple triggers for an active workflow, Actions doesn't start a new workflow, unless the existing workflow has been already completed. If only a Contact ID is included in the event, the Actions workflow works as it has in the past.

Separate outcome survey forms are available for each workflow, and each form includes a reference to the corresponding Policy ID. For example, How did the conversation go with ?

To add Policy IDs to the API requests that trigger the start of Action workflows, contact your Customer Success Manager. There is no need to change any other configurations to enable multiple workflows for the same contact.

Compliance

Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive

LinkedIn offers the premium InMail feature, which allows recruiters to send direct messages to LinkedIn members without being connected with them. Compliance admins can now see whether a DM was an InMail message in the supervision queue and the archives, making it easier to follow messaging threads. To tell the difference between the types of messages, InMail messages are labeled as Recruiter InMail, and outbound messages are labeled Private Message. 

This feature is off by default. To enable it, or to enable the sandbox preview, contact your Customer Success Manager. 

Ensure you have LinkedIn Private Message archiving turned on prior to enabling this feature. This is configurable in the admin interface by going to Organization Settings > Review & Archive > LinkedIn > Private Messages > Archive.

Data & Analytics

Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts

This release adds a new field to the Engagement All Data report that differentiates between engagements coming from their own company or competitors using Hearsay and all other engagements from social media users without Hearsay accounts. It is important to be able to make this difference because non-Hearsay engagements include those from prospective and current clients.

New field added to the Engagement All Data report that differentiates between Hearsay and non-Hearsay users

Review Invite Status report allows all admins to track their workspace invite statuses

The Review Invite Status report has been enhanced to allow all admins to track the workspace invites sent out at their hierarchy level and lower. This is an improvement from the previous version, when only root admins with full access to all hierarchies could see workspace invites. This updated solution improves reporting for Hearsay program management.

Evidence of Supervision report flags Sampled Items

The Evidence of Supervision report has been enhanced to include a new field named Sampled, which provides a way to distinguish between records collected from supervision alerts and records collected through random sampling. This additional information improves the compliance team’s efficiency by helping them evaluate if they are over-sampling and allowing them to correspondingly change their activity.

Evidence of Supervision report with new Sampled field that shows records collected from supervision alerts and records collected through random sampling

We've made some enhancements to the testimonials process for both advisors/agents and for compliance admins. 

Social

View all testimonials on the Testimonials page

Advisors/agents can now see testimonials they’ve received through Hearsay on the Testimonials page. Testimonials with the following statuses are available:

• Testimonials to which the advisor/agent still needs to attest are displayed, along with the due date. The advisor/agent can click the testimonial to complete the attestation steps. 
• Testimonials that have already been attested to are displayed with a No Action Needed label. This status means the testimonial is either being reviewed by compliance or is live on the advisor/agent’s social media page. 
• Testimonials that are overdue are displayed with an Overdue label. This means the advisor/agent didn’t attest to the testimonial in time, and it has either been removed (LinkedIn), or we’ve automatically disavowed it in a comment (Facebook). 

Help Center documentation is available at https://success.hearsaysocial.com/hc/en-us/articles/12126893027607 

Example testimonials on the Testimonials page

Compliance

See answers to attestation questions in Supervision

Compliance admins can now view and archive the answers advisors/agents give when answering attestation questions about a testimonial. The answers appear as a comment in the Internal to Team section of either the alert the testimonial generates, or in the prohibited review alert created if a testimonial is automatically rejected. 

Additionally, the Evidence of Supervision report now displays the attestation answers in the Internal Comment column. 

Help Center documentation has been updated at https://success.hearsaysocial.com/hc/en-us/articles/9991899785367.

Example alert with answers in the Internal to Team section