Opt-in and opt-out functionality can now be used for voice calls from the Relate Mobile App or Relate Desktop. If the opt-in/opt-out feature is turned on for text messaging and voice calls, a phone number that has opted in or opted out of Relate text messaging is also automatically opted in or opted out of Relate voice calls. This prevents unwanted voice calls to clients and leads and provides greater protection against violations of the TCPA.

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

Advisors/agents who set up their Relate account using Hearsay’s web application, then log into the Hearsay Relate mobile app will be prompted to complete additional onboarding steps. These steps streamline the onboarding process and ensure that additional mobile device permissions are granted so that all of the Relate app’s features are available. Advisors/agents will see a new card asking them to verify their device number which will allow them to make and receive phone calls through the Relate app, as well as an additional card asking them to give the Relate app access to their contacts so that Caller ID works properly. 

This update is currently available for devices running on iOS. The updated Android version will become available on Thursday, June 29, 2023. 

Relate mobile onboarding card - Verify Device Number

Relate mobile onboarding card - Allow access to Contacts

The new Breakdown by Sites report lists and compares key business measures of individual Sites. Previously, admins only had data on Sites performance at an aggregated level for all Sites at an organization or within a selected hierarchy/region. The report includes the following fields:

• 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

New Breakdown by Sites report

Here's what's in the June 26th release:

Platform

• Add Hierarchy filter to Workspaces & Accounts page 🔷

Data & Analytics

• Report descriptions are now visible in Hearsay desktop 
• Breakdown by Relate report now also contains a Relate phone number column

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

Platform

Add Hierarchy filter to Workspaces & Accounts page

A Hierarchy filter is now available on the Workspaces & Accounts page, which shows all workspaces and accounts that exist under a selected hierarchy/region. This allows for more finely-tuned workspace searches. To access the page, in the Administration view, click Organization in the main side menu, then click the Workspaces & Accounts tab.

New filter

Data & Analytics

Report descriptions are now visible in Hearsay desktop

Administrators now get descriptions for each field used in the Content, Compliance, Enterprise Management, and Performance Breakdowns reports directly in Hearsay desktop. Previously, administrators had to refer to Hearsay’s documentation to get these descriptions, which caused some friction in their experience. However, administrators can now see a description of the fields by hovering over the headers of their reports in Hearsay Desktop. Additionally, the color of the report headers has been changed to improve its look and feel.

Hover over definition

Breakdown by Relate report now also contains a Relate phone number column

The Breakdown by Relate report has been extended to include a new column titled Workspace Relate Phone Number, which contains the phone numbers associated with the corresponding Relate workspace. This addition makes it easier for administrators to refer to and search for phone numbers when tracking usage.

We have made some enhancements to the advisor/agent Social experience.

Refreshed post design in Homepage post scheduler

On the Homepage in the Recommended Actions list, the posts under Schedule your social media posts for the week now match the look and feel of posts in the regular Post Library. Having an identical way to display posts helps advisors/agents have a more intuitive user experience throughout Hearsay. 

Revised campaign email language

The language at the bottom of the advisor/agent campaign email has been revised to better clarify what campaigns are and the value they provide advisors/agents, as well as information about modifying posts.

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.