The following updates only apply to organizations subscribing to our Embedded Relate integration with Salesforce.

Prevent losing changes when clicking on a message in the Hearsay Notifications bar

Advisors/agents will not lose their changes, such as any messages they were drafting in Embedded Relate or any other edits they were making on a particular contact’s page, when clicking on a message in the Hearsay Notifications bar. After clicking a message in the Hearsay Notifications bar, two possible outcomes may happen:

• If the advisor/agent is in the Sales Console environment in Salesforce, then a new tab to the contact’s page and messages opens, which preserves any changes that the advisor/agent may have made on the page that they were previously in because their old tab is not closed. 
• If the advisor/agent is in the Sales or the Hearsay app environment in Salesforce, then a notification pops up asking them if they would like to stay on their page and save their work, or if they would like to discard any unsaved changes and move on to a new page. This notification prompts advisors/agents to save their work and informs them that moving to a new page will cause any unsaved changes to be lost.

Support for Lightning Web Security for Lightning web components and Aura components in Salesforce

Following the Salesforce Summer ‘23 release, Embedded Relate now allows the Lightning Web Security for Lightning web components and Aura components setting to be turned on under Session Settings in Salesforce Setup. Embedded Relate previously required this setting to be turned off, but we have since changed how Hearsay components communicate with each other to be better aligned with Lightning Web Security. 

To turn on Lightning Web Security for Lightning web components and Aura components, all users and admin will need to update to Embedded Relate’s 2.2.3 package.

It's now possible to designate a primary contact, or head of household, in Relate messages in Hearsay Desktop and Mobile. Designating a primary contact makes it easier to manage conversations and avoid confusion when handling multiple contacts for a single phone number. If there is a primary contact for a phone number, the name of the designated primary contact always appears first in the conversation header, and any secondary contacts appear in parentheses in alphabetical order. For example, William Tell (maybe: Rosalina Tell). 

Example primary contact and secondary contact on Hearsay Desktop

If multiple primary contacts share the same phone number, all of them are listed in alphabetical order outside of parentheses in the conversation header. For example, William Tell, Rosalina Tell (maybe: Morgan Tell). 

If there is no primary contact designated for a phone number, the system automatically lists the contact names alphabetically.

Note: To add, edit, or view the primary contact, you must contact Hearsay via your Customer Success Manager. At this time, there is no option to change the primary contact in the Hearsay application. This feature is available for customers with a CRM integration, like Salesforce. 

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

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

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

Social 

Advisor/agent Post Library navigation refresh

Problem Solved: The current advisor/agent Post Library contains multiple tabs for viewing different kinds of posts, such as Recommended tab (for AI-powered content recommendations), the Browse tab (for viewing all posts available in the workspace), the Prereleased tab (for pre-approved content), the Campaign tab (for viewing posts in specific Campaigns), as well as several other tabs for viewing published posts, scheduled posts, posts pending approval, etc. Our UX testing has revealed that this large number of tabs in the Post Library creates confusion for advisors/agents and impedes them from using all the available functionalities provided by Hearsay. 

Expected Value: Improving the organization and layout of the large number of tabs in the Post Library will lead to a smoother and faster journey from post selection to publication, and improve the usability of the platform overall.

Expected Solution: The large number of tabs currently in the Post Library will be merged into the following 4 tabs: 

• Explore: A new tab that displays released and pre-released organization posts.
• My Posts: A new tab that combines scheduled, published, pending and denied posts. 
• Recommended: An existing tab that is visible for organizations that allow AI-powered content recommendations.
• Promoted An existing tab visible for those organizations that allow publishing promoted posts on Facebook.

The new Explore tab

The new My Posts tab

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

Mobile 

Relate Mobile App includes publishing original content and modified suggested content to social media

Problem Solved: The Hearsay Relate app limits advisors/agents to posting unmodified suggested content only. This prevents advisors/agents from creating and publishing original content or modifying and publishing suggested content directly within the Relate app.

Expected Value: Based on the recent analysis in Hearsay’s 2023 Social Selling Content Study, modified suggested content performed 3-4x better than unmodified content, while original content performed up to 7-8x better. Advisors/agents can use their unique voice to promote their brand and engage in the moment by quickly publishing original content and modifying suggested content directly from their mobile device while at events and on the go. Publishing original content easily from their mobile device enables advisors/agents to create timely and relevant content that is authentic and engaging, often because it includes a photo taken with the mobile device that captures the moment. Modifying suggested posts (when allowed) makes it easy to effectively tailor the voice and feel of suggested content to a desired audience.

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 create and publish original content or modify and publish suggested content directly from the Relate mobile app. 

The ability to modify suggested posts depends on organizational configurations. If an organization does not allow modifying suggested content, then advisors/agents will not be able to do so in the Relate mobile app.

This release will not include the ability to post videos or multiple photos. Suggested posts with a video or multiple photo attachments will also remain excluded from the mobile Post Library.

Who is impacted: Advisor/Agent, Client, Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations. Relate-only customers will not see any Social functionality in the Relate app

Sites

Drive Sites leads by linking from Social campaigns

Problem Solved: Advisors/agents publish many posts to different social media channels, but converting this activity to actual leads without having contact information is difficult and visiting individual social media pages of different leads is time-consuming and not always effective. 

Expected Value: Grow the number of leads originating from social media activity and increase lead conversion by gathering contact information and triggering automated conversations between the lead and the advisor/agent.

Expected Solution: Administrators will be able to include a Sites link in Social campaign posts. When advisors/agents subscribe to a campaign, a link to their Site will be added to the campaign posts automatically. If a lead looks at the campaign post and would like to get more information, they can click on the advisor/agent’s website link and arrive at their website. Upon arriving at the website, the lead will be able to provide a phone number and email address by filling out a contact form.

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

Data & Analytics

Text Messages All Data report includes a timestamp field

Problem Solved: The Text Messages All Data report does not provide a timestamp for messages sent and received, making it difficult for administrators to track the flow of conversations.

Expected Value: Including a timestamp in the Text Messages All Data report will help administrators better understand the flow of conversations.

Expected Solution: The Text Messages All Data report will include a new Message Date Time field, which shows when the specific message was sent or received. This new field will be added as the last column of the Text Messages All Data report.

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

Post All Data report shows if a post was published as a result of a link clicked in the Suggested Content email 

Problem Solved: Administrators cannot track the activities that precede publishing content from the Posts Library. They would like to know how much the Suggested Content emails are driving advisors/agents to publish directly by clicking a link in the email. 

Expected Value: Administrators will be able to track whether a post was published as a result of clicking a link in the Suggested Content email.

Expected Solution: The Post All Data report will be extended with a new Suggested Content Email Publish field, which will include possible values of 0 or 1. A value of 1 will indicate that the post was published by clicking a link in the Suggested Content email. Conversely, a value of 0 in this field will indicate that the Suggested Content email did not originate the post publication.

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

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.