Here's what to look for in the June 26th release. 

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

RELATE 

Advisor/Agent Message Templates

Problem Solved: Users cannot create or use message templates and are required to manually input text for each interaction. As a result, more time is spent creating the same message content many times over. 

Expected Value: Message templates will allow users to save time communicating with multiple clients (with the same content) and promote best practices in those communications. Administrators will be able to create and customize message templates, allowing them to create consistent messages that align with their organization's best practices.

Expected Solution: A Message Template library will be implemented to provide an interface where admins can draft, edit, delete, and view message templates. This message template library will show each template card alongside a status indicator of Draft, Pending, Approved, or Denied, as well as a creation date, and edit/delete icons.

Advisors/agents will be able to search, select, and send message templates from the Relate message composer.

Message templates will only be available on the Relate web platform initially.

Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: Off by default. To enable this feature, contact your Customer Success Manager.

Platform

Increased API security after creating a token

Problem Solved: API tokens/keys are always visible in the Administration view by clicking Settings in the main side menu, then clicking the Integrations tab. This makes it easy to copy and misuse a token.

Expected Value: Better token security improves the safety of customer data.

Expected Solution: The API Token value will only be shown immediately after it is created. After that, it will be hidden in the list of tokens in the Integrations tab. If access is needed for a new application, a new token must be created.

Who is impacted: Integrator and Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Add Hierarchy filter to Workspaces & Accounts page

Problem Solved: There was no way to filter records on the Workspaces & Accounts page based on hierarchy/region, making it difficult to search for accounts or workspaces in the same hierarchy.

Expected Value: A Hierarchy filter on the Workspaces & Accounts page allows for more useful, finely-tuned searches.

Expected Solution: The Hierarchy filter will be added to the Workspaces & Accounts page, allowing you to see the status of all workspaces and accounts that exist under a selected hierarchy/region. To access the page, in the Administration view, click Organization in the main side menu, then click the Workspaces & Accounts tab.

Who is impacted: Compliance Admin, Program Admin, Integrator
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

More fields can be hidden using Financial PII Detection

Problem Solved: Our current Financial PII Detection feature only detects and automatically hides credit card numbers and doesn’t detect and hide bank numbers, routing numbers, tax numbers, etc.

Expected Value: Detecting and creating alerts for more types of financial PII decreases manual user intervention and mitigates risks that come with handling sensitive information.

Expected Solution: The following types of PII will now be hidden and will generate an alert in Supervision:

• Credit/Debit Number (Credit Card # - 1234)
• CVV (CVV #)
• Credit/Debit Expiry (Credit Card Expiration Date)
• International Bank account number (Int’l Bank Account #)
• PIN (PIN #)
• Swift Code (SWIFT #)
• Bank account number (Bank Account #)
• Routing Number (Bank Routing #)

Who is impacted: Advisor/Agent, Compliance Admin
Archiving and Compliance Implications: More types of financial PII are hidden and generate alerts.
Availability: On for all organizations.

Data & Analytics

Report descriptions visible in Hearsy Desktop

Problem Solved: There are no in-app descriptions of the fields used in the Content, Compliance, Enterprise Management, and Performance Breakdowns reports that are available to admins. Admins have to refer to Hearsay documentation to get these descriptions, which causes some friction in their experience.

Expected Value: Administrators will get descriptions for each field in the Report pages, relieving them of the need to refer to Hearsay documentation for this information.

Expected Solution: Administrators will see a description of the fields by hovering over the headers in their reports. Additionally, the color of the report headers will be changed to improve its look and feel.

Who is impacted: Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

New Breakdown by Sites report will provide performance measures for individual Sites

Problem Solved: Administrators do not have visibility of the business performance of individual Sites. They only have data on Sites performance at an aggregated level for all Sites.

Expected Value: The new Breakdown by Sites report will allow administrators to list and compare key business measures of individual Sites.

Expected Solution: The new Breakdown by Sites report will be implemented to provide the following measures for each Site:

• Site ID
• Site name
• Site URL
• Workspace ID
• Workspace name
• Number of sites publishes
• Number of events publishes
• Number of visitors
• Number of new visitors
• Number of returning visitors
• Number of Leads
• Lead conversion rate%
• Number of Page Views
• Average page views per visitor
• Bounce rate%
• Average session duration

Who is impacted: Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

The number of available customer message templates has increased from 10 to 20. This allows organizations to create, test, and compare more templates to find which ones resonate most with their audience. Which template to use is specified via API, and is expressed as T01 through T20. To access templates, in the Administration view, click Actions in the main side menu, then click the Contact Message Templates tab.

We have changed the ordering of events in the Sites Events page to make it easier to find active and expired events. Active events are now shown by default when clicking Events in the side menu. These events are ordered by date, with the earliest upcoming events being displayed first, followed by later events in chronological order. Expired events can be viewed by clicking Expired under the Events Library section on the left-hand side of the Events page. Expired events are listed in reverse chronological order by date, i.e. recent events are displayed first and older events follow after. 

Advisors/agents now see a contact’s preferred name instead of their first name, when sending, receiving, or reading messages from them on Relate. Using preferred names allows advisors/agents to adopt a client-centric, personalized, and respectful approach to communication that can strengthen customer relationships. Preferred names now appear in Relate’s Conversations tab as well as in the messaging window. The contact must have a preferred name on the Contacts page in order for a preferred name to replace their first name. To add or edit a preferred name, go to Contacts in the side menu, search for the contact for whom you would like to add a preferred name, and then click on the pencil icon in their row. This opens their contact card, where you can add or edit their preferred name in the Personal Information section. 

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

• Argentina
• Brazil
• Bahamas

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

To enable this feature, contact your Customer Success Manager.

Here's what's in the May 15th release:

Platform

• Improved Navigation Experience 🔷 
• Stories and Reels supervised on Instagram by default
• Facebook Reels can be supervised and archived
• LinkedIn InMail supervision distinction is on by default

Social 

• Improved Navigation Experience updates for Social 🔷 
• Hearsay Content+ 
• Admin Suggested Post Library refresh 🔷 

Data & Analytics

• Social Insights for advisors/agents 🔷 
• Engagement All Data report now also includes Facebook review and LinkedIn recommendations 
• Suggested Content Performance report is extended to show the performance of Content+ posts

Relate

• Star conversations in Relate 🔷 

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

Platform

Improved Navigation Experience

We’ve made major changes to how things are organized and named in Hearsay Desktop by conducting extensive user testing to find the most effective navigation and naming conventions. With the new experience, important tasks can be successfully completed at a rate 2x better than with the legacy navigation. The changes improve how advisors/agents search for information, navigate across the Hearsay platform, and complete tasks.

Here are a few key highlights of what’s changing:

• Product names, like Social and Relate, have been removed. Instead, navigational menus have been named and reorganized by task. 
• Most tasks can be completed in fewer clicks. 
• Main navigational items are now in a menu on the left side of the screen for advisors/agents and admins.

For more information on the new navigational structure, including additional screenshots and a list of all the new navigation paths, please read our Improved Navigation Experience - User Guide.

These changes will be on for all organizations and cannot be disabled.

Note: To open the user view from the administrator view, at the top of the screen, click your profile icon on the right. In the drop-down, select a workspace.

New homepage

Advisor/agent Post Library

Relate conversations 

Sites

Admin Supervision Dashboard

Stories and Reels supervised on Instagram by default

Stories and Reels posted on Instagram Business profiles can now be supervised and archived on Hearsay Social by default when Instagram is connected to Hearsay. This feature was released previously but was off by default. Now, it is ON for all organizations. See the previous release note for more information: Supervise and archive Stories and Reels posted to Instagram Business profiles 

Facebook Reels can be supervised and archived

Reels that are published natively on Facebook pages are now saved as “Native Video Post” in the archives and exposed in Supervision. The Reels are supervised the same as regular videos posted natively on Facebook. The lexicon check searches the video description, title, or other accompanying text, and creates an alert for lexicon violations. The Reel is available to view from supervision using a Facebook URL for as long as Facebook has the Reel posted.

Facebook Reel in supervision

LinkedIn InMail supervision distinction is on by default

To supervise recruiter correspondence and ensure messages are compliant, Compliance Admins can now see whether a DM was an InMail message in the supervision queue and the archives. To tell the difference between the types of messages, InMail messages are labeled as Recruiter InMail and outbound messages are labeled Private Message. This makes it easier to follow messaging threads. This feature was released previously but was off by default. Now, it is ON for all organizations. You can see the original release note in our February 2023 release.

You must have LinkedIn Private Message archiving turned on to use this feature:

Social 

Improved Navigation Experience updates for Social

As part of our Improved Navigation Experience, we’ve removed or sunsetted the following items in Social:

• The Activity menu has been removed. The information in the Responses and Published Posts pages previously under Activity have been moved to a new Respond page in the main side menu. 
• The Feeds feature has been sunsetted.
• The Sites menu in Social has been removed. Events and the Sites Posts Library are available under Web Media in the main side menu.

For more information on the new navigational structure, including additional screenshots and a list of all the new navigation paths, please read our Improved Navigation Experience - User Guide.

Hearsay Content+

Content+ is a new Hearsay Social third-party post library that allows Marketing Admins to boost their content strategy by designing, managing, and curating exclusive third-party content collections within Hearsay Social. A collection is a group of posts Content+ finds based on one or more admin queries. 

All Content+ posts are link-type only, vetted for quality from thousands of trusted sources, and screened based on lexicon so they can go through regular compliance workflows. After creating and subscribing to a collection of posts, the posts appear in the admin Suggested Posts Library and can then be made available to advisors/agents in the Post Library.

This feature is off by default and must be purchased. Please contact your Customer Success Manager to learn more. 

Manage Collections page

Admin Suggested Posts Library refresh

The Suggested Posts Library and Post Cards have been refreshed with a contemporary look that more closely matches the look and feel of the recently redesigned advisor/agent Post Library. The changes help admins smoothly find and select high-quality content more quickly to maximize the value of social media programs.

We’ve also enhanced the filter, search, and sort capabilities of the library. Here are some key improvements to filter and search functions:

Filtering

• There’s a new Type filter, which filters by the content type - Gif, Link, Message, Picture, or Video.
• The Campaign Only checkbox filter has moved to the Filters modal.
• Multiple options can be selected in a filter.

• The filter logic has been changed:

  • OR logic applies within filters. This means that if multiple options are selected in a filter, a post is displayed if it matches any one of the options. For example, selecting Facebook and LinkedIn in the Channel filter finds posts that can be published to either Facebook or LinkedIn.
  • AND logic applies between filters. This means that if options are selected in multiple filters, a post is displayed if it matches at least one option in each filter. For example, selecting Facebook in the Channel filter and Link or Picture in the Type filter finds Link and/or Picture posts that can be published to Facebook.
  • Selecting no options in a filter is the same as selecting all of the options.

Searching

• The logic for multiple search words has changed from OR to AND.
• The library can find posts based on partial word searches. 
• Search terms can be found in other parts of the post other than just the post description. 

Sorting

• The sorting order default starts from the highest (recency, popularity, engagement) and descends to the lowest.

Before changes

After changes

Data & Analytics

Social Insights for advisors/agents

A new advisor/agent dashboard called Social Insights provides workspace-level social media metrics for the past 30 days. These metrics include: 

• Number of published posts 
• Number of impressions
• Number of likes, comments and shares 
• Number of clicks on links 
• Number of connections and followers 
• Top interest categories for the advisor/agent, based on our AI engine’s analysis of their search and publishing history.
• Top interest categories for the advisor/agent’s audience, based on our AI engine’s analysis of audience engagement with the advisor/agent’s posts.
• Top performing posts of the advisor
• Top performing posts of the advisor’s peers

The numerical metrics are also paired with org-level benchmarks, which provide comparison figures of how the advisor/agent is performing versus their peers.

Below these metrics, advisors/agents see personalized recommendations based on their individual, group and organization-level measures. These recommendations provide guidance on what advisors/agents can do differently to improve their social media presence and performance. 

This new Social Insights dashboard is replacing the existing Metrics page. 

Social media performance and presence metrics from the Social Insights dashboard

Engagement All Data report now also includes Facebook reviews and LinkedIn recommendations

The Engagement All Data report has been extended to include Facebook reviews and LinkedIn recommendations received by Hearsay Social users. This extension allows administrators to monitor Facebook reviews and LinkedIn recommendations coming in for colleagues from their organization. The Engagement All Data report now provides the name of the reviewer/recommender, the social media channel and page where the review/recommendation was made, as well as the time and text of the review/recommendation. The Engagement All Data report’s Type of Engagement field shows the value review for Facebook reviews and recommendation for LinkedIn recommendations.

Sample Engagement All Data report showing Facebook reviews

Suggested Content Performance report is extended to show the performance of Content+ originated content

The Suggested Content Performance report has been extended with a new field called Origin which can have 2 possible values: Own or Content+. Administrators can run, download, and filter the Suggest Content Performance report to compare the performance of Content+ originated content against the performance of content that comes from other sources. This field can also be used by admins to filter for Content+ performance metrics from the report. Additionally, the Content+ permalink is inserted into the Content link field of the report.

Sample Suggested Content Performance report showing performance metrics for Content+ originated content as well as content from other sources

Relate

Star conversations in Relate

Advisors/agents can star and un-star conversations from the conversation header and the conversation preview list. They can also filter their conversation to view starred conversations. Being able to star and un-star conversations simplifies prioritization and follow-up tasks. It allows advisors/agents to flag important conversations and respond more quickly and effectively. 

This functionality is currently only available on Relate in Hearsay Desktop.

Add a star to important conversations

Filter for starred conversations

We've made some enhancements to Social for both admins and advisors/agents.

Longer image description (alt text) character limit on LinkedIn

The limit for the image description (alt text) has increased from 120 characters to 300 characters for LinkedIn. To add an image description when publishing a post in either the admin Suggested Post Library or the advisor/agent Post Library, click the edit (pencil) icon in the image thumbnail.

In the admin view on the Content Tags page, a new confirmation message pops up when deleting a tag to avoid accidental tag deletions. After clicking X on a tag, click Confirm to finish deleting the tag, or Cancel.

Updated lexicon violation message in the Publisher

When publishing a post that contains a lexicon violation, advisors/agents receive a message about the violation. The current message doesn’t indicate that they are still allowed to submit the post for approval despite the lexicon violation and instead implies they are not allowed to publish the post at all. We’ve updated the message to more clearly communicate that the post can still be published, but must first be approved. 

Old text: The term does not comply with corporate policy.

New text: The term is not allowed without approval.

Here's what to look for in the May 15th release. 

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

Platform

Improved Navigation Experience

Problem Solved: The current Hearsay Desktop application is organized by product (Sites, Relate, Social, Actions) and the tasks for each project are siloed from one another even though many customers rely on using a combination of products to suit their needs. It is difficult for advisors/agents to complete tasks and find what they need when the application is organized by product instead of by outcome or workflow. The decreased usability leads to an unfavorable user experience and a reluctance to use Hearsay.

Expected Value: When advisors/agents can find information quickly and intuitively, they will be able to spend less time studying training materials to learn how to use Hearsay and more time engaging with clients to build their brand. The changes we’re implementing help them complete their tasks more efficiently and effectively.

Expected Solution: We’ve made major changes to how things are organized and named in Hearsay Desktop by conducting extensive user testing to find the most effective navigation and naming conventions. In our testing, we used a measure called the “success rate” to determine how often users could successfully navigate to the correct place in Hearsay to achieve their most essential tasks. With the new experience, users found their way to important tasks at a rate 2x better than with the legacy navigation. The changes improve how advisors/agents will be able to search for information, navigate across the Hearsay platform, and complete tasks.

Here are a few key highlights of what’s changing:

• Product names are being removed.
• Most tasks will be able to be completed in fewer clicks. 
• Main navigational items are moving to a panel on the left side of the screen.

For more information on how the product navigation is changing, including additional screenshots and a list of all the new navigation paths, please read our Improved Navigation Experience - User Guide.

Note: These changes will be on for all organizations and cannot be disabled.

Homepage:

Social Post Library:

Conversations:

Websites:

Who is impacted: All
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Increased API security after creating a token

Problem Solved: API tokens/keys are always visible in the admin view, under Settings > Integrations, which makes them easy to copy and misuse.

Expected Value: Better token security improves the safety of customer data.

Expected Solution: The API Token value will only be shown immediately after it is created. After that, it will be hidden in the list of tokens on the Integrations page. If access is needed for a new application, a new token will need to be created.

Where the token will appear:

Who is impacted: Integrator and Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Improved Navigation Experience - Social changes

Problem Solved: The current Hearsay Desktop application is organized by product (Sites, Relate, Social, Actions) and the tasks for each project are siloed from one another even though many customers rely on using a combination of products to suit their needs. It is difficult for advisors/agents to complete tasks and find what they need when the application is organized by product instead of by outcome or workflow. The decreased usability leads to an unfavorable user experience and a reluctance to use Hearsay.

Expected Value: When advisors/agents can find information quickly and intuitively, they will be able to spend less time studying training materials to learn how to use Hearsay and more time engaging with clients to build their brand. The changes we’re implementing help them complete their tasks more efficiently and effectively.

Expected Solution:

• We’ll be moving the Facebook Ads menu page (including Promotable and Promoted tabs) into the advisor/agent Post Library as a new tab.
• The Activity menu page will be sunsetted and pages will be moved to the other parts of the navigation menu and system.
• The Sites menu page in Social will be sunsetted. Events and the Sites Posts Library will only be available under Web Media in the main side menu.
• Feeds feature will be sunsetted.

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Admin Suggested Posts Library refresh

Problem Solved: The design of the admin Suggested Posts Library doesn’t allow for quick and easy content searches, and the designs between the advisor/agent Post Library and the admin Suggested Posts Library are mismatching.

Expected Value: When admins have a smoother and faster experience finding and selecting content, they can add a higher volume of quality posts that support their social media programs.

Expected Solution: The Suggested Posts Library and Post Cards will be refreshed with a more contemporary look that more closely matches the look and feel of the recently redesigned advisor/agent Post Library.

Before changes: 

Data & Analytics

Social Insights for Advisors

Problem Solved: Advisors/agents do not get actionable business insight data about their social media publishing activities, performance, and connections. They would like to understand how they perform versus their peers, and they want to receive guidance on what to do differently to improve their use of social media.

Expected Value: Providing key business metrics for advisors/agents will give an insight into their professional social media presence and performance. These metrics include data on social media publishing, engagements, connections, top interest categories for the advisors and their audience, top-performing posts, as well as benchmark figures for advisors/agents’ peers. Alongside these metrics, advisors/agents will also receive personalized recommendations on how to improve their business performance using Hearsay Social.

Expected Solution: A new advisor/agent dashboard called Social Insights will be implemented that provides workspace-level business metrics that are calculated for the past 30 days. These metrics include: 

• Number of published posts 
• Number of impressions
• Number of likes, comments and shares 
• Number of clicks on links 
• Number of connections and followers 
• Top interest categories for the advisor/agent (based on publishing history) 
• Top interest categories for the advisor/agent’s audience (based on engagement history)

The numerical metrics will also include hierarchy-level benchmarks, which will provide comparison figures of how the advisor/agent is performing versus their peers.

Below these metrics, advisors/agents will be presented with personalized recommendations based on individual, group and organization-level measures.

This new Social Insights dashboard will replace the existing Metrics page and provide a more appealing user interface and better functionalities. 

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: None
Availability: This feature is expected to be on for all organizations using Hearsay Social.

Relate

Star conversations in Relate

Problem Solved: Advisors/agents face difficulties with differentiating between important and unimportant conversations. They would like to flag important conversations, so that they can respond more quickly and effectively. They would also like to remove flags from conversations whose priority decreases.

Expected Value: Allowing advisors/agents to star and un-star conversations will simplify prioritization and follow-up tasks. Being able to mark important conversations will improve user experience, customer engagement, collaboration, and productivity 

Expected Solution: Advisors/agents will be able to star and un-star conversations. They will also be able to filter their conversation to view starred conversations. 

This functionality will only be available on the Relate web platform at present.

Who is impacted: Advisor/Agent, Client, Program Admin
Archiving and Compliance Implications: None
Availability: This feature is expected to be on for all organizations (subject to change).

Three additional countries getting local phone number support

Problem Solved: Relate has limited support in the international market, leaving users in many countries without access to a local phone number for compliant texting and calling.

Expected Value: Productivity in international teams will increase because agents and advisors in additional countries will be able to communicate with prospects and clients in their local market in a compliant, timely, and effective manner.

Expected Solution: As the third part of our continued effort to Relate access globally, we will add local phone number provisioning support for the following countries that were previously not supported:

• Argentina
• Bahamas
• Brazil

Who is impacted: Advisor/Agent, Client, Program Admin, Compliance, Integrator
Archiving and Compliance Implications: None
Availability: This feature will be disabled by default. To enable this feature, contact your Customer Success Manager. 

View and respond to all conversations in the Conversation widget in Salesforce Embedded Relate

Problem Solved: There is no centralized interface for advisors/agents to view and respond to all text message conversations in Salesforce Embedded Relate.

Expected Value: The Conversation widget will allow advisors/agents to view and access all of their text message conversations in one place, so it’s easier for them to reach out to their contacts and manage their ongoing conversations.

Expected Solution: The Conversation widget will provide a centralized interface where advisors/agents can view and respond to all conversations. The Conversation widget will provide the ability to: 

• List all conversations and show the conversation type, contact name or phone number, date of last message, as well as a preview of the message. When selecting a conversation, the corresponding texting page will load
• Filter conversations by unread messages, unanswered messages, attestation status (opted-in, needs opt-in, pending opt-in, opted-out), hidden conversations, spam, and broadcast messages.  
• Mark as spam, allowing advisors/agents to mark a conversation as spam, so they don’t have to see it in the conversation list anymore. Conversations that are marked as spam remain removed from the primary conversation list forever unless manually restored by the user.
• Hide conversations, allowing advisors/agents to remove conversations from their view anymore. Hidden conversations can be reverted. If a hidden conversation receives a new inbound message, it will be restored to the primary conversation list. 

Group conversations are not yet supported in Salesforce Embedded Relate. To view group conversations, advisors/agents need to use the Relate web platform or the Relate mobile app. 

Who is impacted: Advisor/Agent, Client
Archiving and Compliance Implications: - 
Availability: This feature is expected to be on for any customers using Salesforce Embedded Relate.

Send the same message to several people at once using Broadcast Message in Salesforce Embedded Relate

Problem Solved: Advisors/agents cannot send Broadcast Messages, or messages carrying the same content to several people at once, in Salesforce Embedded Relate. 

Expected Value: Advisors/agents will be able to quickly communicate with several people by sending a Broadcast Message to selected contacts. This will save time and create efficiency in communication because advisors/agents will not have to send individual messages. This feature can be especially useful for communicating urgent, time-sensitive announcements like changes in business hours, changes in availability and scheduling, etc.

Expected Solution: The Conversations widget will feature a Broadcast Message button that will allow advisors/agents to compose and send the same message to several people at once. The Broadcast Message button will be displayed if it is enabled in Admin Setup.

 Who is impacted: Advisor/Agent, Client
Archiving and Compliance Implications: -
Availability: This feature is expected to be on for any customers using Salesforce Embedded Relate. 

Conceal a Message in Salesforce Embedded Relate

Problem Solved: There is currently no way in Salesforce Embedded Relate to conceal messages to protect the confidentiality of sensitive information and to comply with regulatory requirements. 

Expected Value: Advisors/agents will be able to remain in compliance with their company’s rules and government regulations by being able to conceal messages containing sensitive information. 

Expected Solution: Salesforce Embedded Relate will give the ability to select and conceal specific messages. Concealing a message will remove it from the advisor/agent’s workspace view. When a message is concealed, a warning text will be shown instead of the message in the conversation view. Messages that are concealed cannot be reverted to being viewable.

Who is impacted: Advisor/Agent, Client
Archiving and Compliance Implications: -
Availability: This feature is expected to be on for all customers using Salesforce Embedded Relate. 

We have improved the way in which the differences can be reviewed in Sites profile changes. These improvements make it easier to discern the specific changes that are being requested, and they reduce the load time of the change request summary. 

This feature is on for all Sites customers.

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.