As part of Hearsay’s continued effort to transform the Hearsay Relate app into a unified mobile experience that encompasses both Relate and Social functions, the Hearsay Relate app has been rebranded to Hearsay Mobile. Removing Relate from the mobile app name makes the app welcoming to all of Hearsay’s users, regardless of their product access. The Mobile Device Management (MDM) versions of the Hearsay Relate apps have also been updated to Hearsay for Intune and Hearsay for Blackberry (iOS only).

Relate functionalities within the Hearsay Mobile app remain unchanged and all Social publishing capabilities available in the Hearsay Social app are now available in the Hearsay Mobile app. In addition to new features that help get more done on the go, unifying the mobile experience in the Hearsay Mobile app brings the security controls of Microsoft Intune and other Mobile Device or Mobile Application Management (MDM/MAM) providers to Hearsay Social.

New Hearsay Mobile icon

Hearsay for Intune icon

Hearsay for Blackberry icon

 The screen that shows when the Hearsay Mobile app launches has also been updated.

The Hearsay Social app will include a link to open or download the new Hearsay Mobile app beginning on October 5th. No additional changes to any functionality within the Hearsay Social app are included with this release, and the app will continue to be supported until March 2024 with no additional enhancements or feature updates.

No changes to any functionality within the Hearsay Mobile app are included with this release.

Admins can now include a Sites link in Social campaign posts, growing the number of leads originating from social media activity and increasing lead conversion by gathering contact information. When the user subscribes to a campaign, a link to their Site is automatically added to the end of the posts in the campaign. If a visitor looks at the campaign post and wants more information, they can click on the link to the website and provide a phone number and email address by filling out the contact form. 

Campaigns with links enabled have a Contains Website Links label. Any time a user with multiple websites subscribes, a popup asks them to confirm which link they want to include. 

To learn more about how to add links to campaign posts, see Adding Sites Links to Campaign Posts. 

Label

Popup

Here's what's in the October 2nd release: 

Social 

• Use Generative AI to create posts 🔷 
• Advisor/agent Post Library navigation refresh 🔷 
• Public Comments page is being sunsetted 🔷 
• Receive helpful Twitter error messages instead of a generic error
• New Homepage notification displays if Instagram DM access is disabled 
• Archive or ignore LinkedIn Recruiter and Sales Navigator InMail messages via a new admin setting 

Relate

• Admin-managed Message Templates 🔷 

Platform

• New login page experience 🔷 (preview instructions are in the release note)

Actions 

• Actions prompt feedback API 🔷 
• Actions Workspace Management tool for admins 🔷 

Data & Analytics 

• Post All Data report includes posts published as Instagram Stories and associated metrics
• Breakdown by Workspace report includes top interest categories for advisor/agents and their audience
• Post All Data report flags posts originating from Content+
• Contact Form Submission All Data report includes the Sites lead source

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

Social 

Use Generative AI to create posts

Original content performs significantly better than suggested library content, and helping advisors/agents create more original content with less effort saves time and helps increase engagement.

A new Generative AI solution helps advisors/agents create more original content by generating descriptions for posts on any of their social media accounts. The tool works as follows:

1. The user selects the parameters of a post description, such as the tone, length, and required words and phrases. The user can add their own words and phrases to be included in the post description, or select from a list of suggested words and phrases generated for them based on recently popular posts among their peers. 
2. Hearsay sends a prompt to Jasper, our secure third-party AI partner, with the specified requirements, and the engine sends back a complete post description. We will never send customer data to Jasper, we only send the specifications for the post description. 
3. The advisor/agent can select from different versions of the description, add images and links, or make edits before publishing.

Note: Generative AI is currently only available in English.

To see how to generate a post description, see Creating a post description with Generative AI. 

To learn more about how the AI works, see How does Generative AI work?

Create a New Post with AI workflow

Post description example

Review and Publish page

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

After Hearsay turns the feature on for your organization, you can enable it in the new AI tab. For complete instructions, see Enabling Generative AI.

Generative AI setting

Advisor/agent Post Library navigation refresh

The Post Library contains several tabs: Recommended, Browse, Prereleased, Campaign, Scheduled, Published, Promoted, Denied, and Pending. However, the large number of tabs creates confusion, and improving the organization and layout of the tabs improves usability and creates a smoother and faster journey from post selection to publication.

To improve the user experience, all the tabs currently in the Post Library have been merged into four tabs: 

• Explore: A renamed tab that displays released and pre-released organization posts.

  • A new Status filter and a Soon label on pre-released posts allow users to filter for and differentiate between Soon and Released posts.

• My Posts: A new tab that contains scheduled, published, pending, and denied posts.

  • Within the Scheduled and Published categories, there is a new Campaign label on posts that are scheduled to be published or already published by a campaign to make a distinction between the posts the advisor/agent publishes by themselves vs. by campaign automation.
• Recommended: An existing tab that is visible for organizations that allow AI-powered post recommendations.
• Promoted: An existing tab visible for those organizations that allow publishing promoted posts on Facebook.

Explore tab

My Posts tab

Public Comments page is being sunsetted

To simplify the user experience, The Public Comments page, along with its related functionalities, is being removed from the Hearsay Social product. Users can now view and respond to comments on the Published Posts tab.

Receive helpful Twitter error messages instead of a generic error

Instead of showing the vague error “Posting content to Twitter has failed” for any publishing error that occurs on Twitter’s (X’s) side, Hearsay now displays a more helpful error message specific to the problem.

Sample error

New Homepage notification displays if Instagram DM access is disabled

Hearsay users can disable Hearsay’s ability to crawl for and capture Instagram DMs by changing a setting in the Instagram app, and Hearsay cannot override the setting, even when Instagram DMs are configured to be captured at the org level. To prevent compliance gaps and ensure Hearsay can save Instagram DMs, Hearsay now generates a Recommended Actions item on the user’s Homepage that notifies them that this setting is against their organization’s compliance policy and gives them a link to an article that explains how to fix it.

Setting in Instagram

Recommended Action item

Archive or ignore LinkedIn Recruiter and Sales Navigator InMail messages via a new admin setting

To allow organizations more control over whether LinkedIn Recruiter and Sales Navigator InMail messages are saved to the archive or not, Hearsay has added the option to archive or ignore either type of message. 

To change the settings:

1. Under Organization Settings, click the Review & Archive tab. 
2. In the Social Activities section, click LinkedIn. 
3. Under Private Messages, the new Sales Navigator and Recruiter InMail settings can be switched to Archive or Ignore. 

If the Private Messages setting is changed from Ignore to Archive, the Sales Navigator and Recruiter InMail settings automatically change back to the last configuration before the Private Messages setting was set to Ignore. The setting only applies to incoming DMs. If a Hearsay user replies to a Sales Navigator or Recruiter InMail message, their reply will still be sent to archives regardless of whether the setting was set to Ignore or not.

Settings page

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Relate

Admin-managed Message Templates

Message templates allow users to save time when sending the same message to different clients. Administrators can now create message templates, allowing them to draft consistent messages that align with their organization's best practices, and helping them reduce the time advisors/agents spend creating the same message content. Advisors/agents can access available templates in the Relate message composer. 

A new menu item is available in the admin view’s side navigation panel called Templates, where admins can view, create, and delete message templates. The Templates tab contains a message template library that shows message template cards containing individual template's title, textual content, and creation date and time.

Advisors/agents can view, select, edit, send, or schedule to send admin-created message templates from their Relate message composer.

Message templates will only be available in the Relate web platform initially. Administrators can create a maximum of 20 templates. Templates have 1600 character limit. Templates apply to the entire org and they cannot be restricted/enabled by hierarchy.

To learn more about creating message templates, see Creating and Managing Text Message Templates.

To learn more about using templates to send text messages, see Using Text Message Templates.

Message Template library in the admin-view

Message Template composer

Message Template drawer in the Relate message composer

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Platform

New login page experience

A new login page has been introduced, providing a cleaner and more seamless experience to access Hearsay via SSO. The login via Facebook and LinkedIn buttons have been removed from the login page, and instead users are first prompted to enter their registered email address and a link to the authentication page is sent to that email address. The authentication page contains options to use SSO, Facebook, or LinkedIn to login, however the user is only presented with those options that they have available, based on their organization’s configuration. For example, if the user’s organization only has SSO available, then the authentication page will only show them the SSO option. After selecting their method of authentication, all further login steps remain the same.

This update does not change any of our supported authentication methods, it only changes how we present these authentication methods to our users. Organizations that use a URL redirect to an SSO will continue to be able to do so.

To preview the new login experience before it goes live on October 2nd:

1. Visit https://login.hearsaysocial.com/v2/, add your registered email address, and click Continue. You will receive an email with a URL to log in.
2. Copy the login URL and paste it in a new tab in your browser, then add /v2/ before your ORG_ID in the URL. The login link should look like https://login.hearsaysocial.com/v2/[YOUR ORG_ID]. 

New login pages

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Actions

Actions prompt feedback API

A new Actions API is replacing the current API, which doesn’t provide mandatory validation and prompt feedback when the sent record contains invalid fields. The new Actions API provides fast and accurate feedback to external systems about the success or failure of the record insertion, creating faster time to value and making it easier to make data corrections.

The new API has backward-compatible insertion payload and format, and accepts the same API token as the existing Actions API. However, the new API has a different URL. 

There will be a six-month grace period from the day of release (October 2nd) where existing Actions customers can switch to the new API, and after the grace period, the old Actions API will be disabled. 

To learn more about the transition process and set a date to begin the migration, or to enable the sandbox preview, contact your Customer Success Manager. 

Actions Workspace Management tool for admins

To enable admins to have more control over Actions workspaces and more efficiently resolve advisor/agent change requests, a new Workspace Management tool allows admins to activate and deactivate Actions workspaces and provision selected workspace-specific parameters via the Administration view in Hearsay Desktop. Here is a complete list of capabilities admins have with the new Actions Workspace Management tool:

• Obtain a workspace owner’s contact information from existing Hearsay profiles.
• Activate and deactivate Actions workspaces.
• Add, delete, and modify selected parameters of Action workspaces
• Add external IDs to a workspace. A maximum of 50 external IDs can be added to a workspace.
• Filter for inactive, active, and deactivated workspaces
• Search for Action workspaces. Search is case-sensitive and works in text and numeric fields like name, email, phone number, reference ID, or external ID.

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

Filtering and searching

Managing Actions-specific workspace data

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Data & Analytics

Post All Data report includes posts published as Instagram Stories and associated metrics

The Post All Data report now includes posts published as Instagram Stories, as well as their associated impressions and engagements. The Publish Type field of the Post All Data report displays the value Story for all Instagram Stories. The impression metric of the Instagram Story appears in the Num.Impressions field and the reply metric appears in the Num.Comments field. 

Post All Data report with the new Publish Type field

Breakdown by Workspace report includes top interest categories for advisor/agents and their audience

Previously advisor/agents’ and their audience’s top interests were only available on the Social Insights for advisors dashboard. These will now also be visible to administrators in the Breakdown by Workspace report. The Breakdown by Workspace report is extended with 2 new fields: “Advisor’s Top Interest” and “Audience’s Top Interest”. These fields display the top interest categories for advisor/agents (based on their historically published posts), and the top interest categories for the advisors/agent's audience (based on their engagements with posts). This information will be available at the individual workspace level.

Breakdown by Workspace report with top interest categories

Post All Data report flags posts originating from Content+

Administrators can track the number of posts originating from Content+ at the individual post level, allowing them to see if a specific post came from Content+. This information about post origins is available in the Post All Data Report, which has a new Origin field with 2 possible values: 

• Own: indicating that the post originated from the organization’s content library 
• Content+: indicating that the post originated from Content+

Post All Data report showing origins of posts

Contact Form Submission All Data report includes the Sites lead source

Hearsay Sites administrators can now see if leads are originating from Sites Events RSVPs or if leads are originating from contact forms on Sites pages. This information about lead sources is available in the Contact Form Submission All Data report, which has a new Event RSVP field with 2 possible values:

• TRUE: indicating that the lead came from an Event RSVP
• FALSE: indicating that the lead came from a contact form on a Sites page

Contact Form Submission All Data report with Sites lead source information

Marketing Admins can now view a list of who has subscribed to a campaign in the Administrator view instead of having to create a report. To see a list of subscribers:

1. In the side menu, click Create, then click the Campaigns tab. 
2. Find the campaign to view subscribers for, and click the number above Subscribers. 

A searchable list of subscribers appears, and clicking on a subscriber's name navigates to their respective Workspaces & Accounts page.

Campaigns tab

Subscribers list

Here's what to look for in the October 2nd 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 renamed 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.

Explore

My Posts

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

Use Generative AI to generate post descriptions

Problem Solved: According to our studies, original content performs significantly better than library posts, but it can be time-consuming and difficult to create new posts from scratch.

Expected Value: Generative AI can help advisors/agents create more high-value original content with less time and effort.

Expected Solution: We have created a generative AI solution that creates descriptions for advisors/agents to add to posts on any of their social media accounts. The tool works as follows:

1. The advisor/agent selects parameters of a post description, such as the tone, length, and required words and phrases. The advisor/agent can add their own words and phrases to be included in the post description, or select from a list of suggested words and phrases generated for them based on recently popular posts within their hierarchy or organization. 
2. Hearsay sends a prompt to our secure, third-party AI engine with the specified requirements, and the engine sends back a complete post description. 
3. The advisor/agent can select from different versions of the description, add images and links, or make edits before publishing.

Who is impacted: Advisor/Agent, Client, Compliance Admin, Marketing Admin
Archiving and Compliance Implications: Posts created using Generative AI will be treated as regular posts in Supervision.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.

Public Comments page is being sunsetted

Problem Solved: The Public Comments page is almost identical to the Published Posts in the Respond tab, which causes confusion.

Expected Value: Simplified functionalities without redundant processes create an easier navigation experience for advisors/agents.

Expected Solution:The Public Comments page along with its related functionalities is being removed from the Hearsay Social product. Advisors/agents can use the Published Posts tab to view and respond to comments on their posts instead. 

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

Relate

Admin-managed Message Templates

Problem Solved: Message template functionality is not available, requiring users to manually input the same content many times over. This leads to an inefficient use of time when drafting commonly used messages like meeting reminders and anniversary greetings. 

Expected Value: Message templates will allow users to save time when sending the same content to different clients 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, and helping reduce the time advisors/agents spend creating the same message content. 

Expected Solution: A new menu item will be created within the Admin view’s side navigation panel called Templates, where admins will be able to view, create, and delete message templates. The Templates tab will contain a message template library that will show message template cards containing individual templates' title,  textual content, and creation date and time. 

Advisors/agents will be able to view, select, edit, and send admin-created message templates from their Relate message composer.

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

Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: Messages created using Message Templates will be treated as regular 1:1 messages, and they will follow existing archiving and compliance functionalities.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.

Platform

New login page experience

Problem Solved: Currently, the most prominent buttons on Hearsay’s login page directs users to login via their Facebook or LinkedIn accounts. However, less than 5% of our users login by using Facebook or LinkedIn. The vast majority of our users login via SSO, but the option to send the SSO link to their registered email is hidden behind a small Not sure how to login? button. This organization of login methods impedes a smooth and quick way to access Hearsay for most of our users, who have to go through an additional step when logging in.

Expected Value: By prioritizing SSO login, we are able to better serve the vast majority of our users with their preferred login method and provide a more seamless experience. 

Expected Solution: The Facebook and LinkedIn buttons will be removed from the login page, and instead, users will be prompted to enter their registered email address. Once the correct email address is entered, a link to the authentication page will be sent to that email address. The authentication page contains options to use SSO, Facebook, or LinkedIn to login, however, the user will only be presented with those options that they have available, based on their organization’s configuration. For example, if the user’s organization only has SSO available, then the authentication page will only show them the SSO option. After selecting their method of authentication, all further login steps will remain the same.

This update will not change any of our supported authentication methods, it will only change how we present these authentication methods to our users. Organizations that use a URL redirect to an SSO will continue to be able to do so.

Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin, Integrator
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.

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

Actions 

Actions prompt feedback API

Problem Solved: Currently, Actions receives triggers from external systems via a multi-use Hearsay synchronization API. This limits the possibility of enhancing the Actions API with mandatory validation and prompt feedback information. Actions reports come one day after the status change due to the standard Hearsay Reporting architecture.

Expected Value: Faster and more accurate feedback from the Actions API creates faster time to value and helps organizations make corrections immediately if the sent request record contains invalid fields.

Expected Solution: A new Actions API will provide more immediate feedback to external systems about the success or failure of the record insertion. The new API has the same insertion payload and format, and accepts the same API token, as the existing Actions API. The new API will have a different URL. There will be a six-month grace period from the day of release where existing Actions customers will be able to switch to the new API, and after the grace period, the old Actions API will be disabled. 

To learn more about the transition process and set a date to begin the migration, contact your Customer Success Manager.

As part of Hearsay’s continued effort to transform the Hearsay Relate app into a unified mobile experience that encompasses both Relate and Social functions, the Hearsay Social app icon has been updated to a hashtag in iOS, as follows:

This change allows the old Hearsay Social icon to be used as the new unified Hearsay app icon. No changes to any functionality within the Hearsay Social app are included with this release, and the app will continue to be supported until March 2024 but with no additional enhancements or feature updates.  

The app icon will be updated for Android on or around Thursday, September 7th. 

For more information about the transition to the Hearsay app, see Hearsay’s Unified Mobile App Release Information. 

The Post Library now directs advisors/agents to connect a social media account when they don’t have one connected. The empty state message provides a button that takes the advisor/agent to their settings to connect an account, and a link to the Help Center to learn more about connecting accounts. Previously, the empty state directed them to create a post even if they didn’t have any accounts connected yet, which created a frustrating user experience. The new empty state message appears on all tabs in the library.

 New empty state message

Here's what's in the August 14th release:

Mobile

• Relate Mobile App includes publishing original content and modified suggested content to social media (can be previewed via Testflight or Intune)

Data & Analytics

• Text Messages All Data report includes a timestamp field
• Post All Data report shows if a post was published as a result of a link clicked in the Suggested Content email

Mobile

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

In a continued effort to transform the Relate Mobile App into a unified mobile experience that encompasses both Relate and Social functions, advisors/agents can now create and publish original content, or modify and publish suggested content, directly from the Relate Mobile App. 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. Publishing original content easily from their mobile device enables advisors/agents to create timely and relevant content that is authentic and engaging, and modifying suggested posts (when allowed) makes it easy to tailor the voice and feel of suggested content to a desired audience.

To create original content in the Relate Mobile App:

1. Tap the pencil icon in the upper right-hand corner of the Post Library. 
   
2. Type a message, paste a link, take a photo, or add a photo from the device’s library.
   
3. Select social media accounts to publish to and schedule the post.
   

All compliance review settings and checks are applied as normal.

Like the Hearsay Social Mobile App, there is an option to save a draft locally to the mobile device and open the draft again by tapping the pencil icon. Only one active draft can exist per device and the draft isn’t accessible from other devices or the web.

The ability to create original posts and/or modify suggested posts via mobile depends on organizational configurations. If an organization doesn’t allow original content and/or suggested content modification, then advisors/agents cannot do so in the Relate Mobile App. 

This release doesn’t include the ability to post videos or multiple photos and suggested posts with a video or multiple photo attachments are currently excluded from the mobile Post Library.

Organizations that do not have Social will not see any of the Social features in the Relate Mobile App.

To preview changes in Testflight, use this link: https://testflight.apple.com/join/PTz76hWO

To preview changes in Intune, use this link: https://testflight.apple.com/join/nVoZrQH9

Data & Analytics

Text Messages All Data report includes a timestamp field

To help admins better track the flow of conversations, the Text Messages All Data report now includes a Message Timestamp field that shows when messages were sent or received. This new field has been added as the last column of the Text Messages All Data report.

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

To help admins determine how often advisors/agents are publishing content from Suggested Content emails, the Post All Data report contains a new Suggested Content Email Publish field, which includes TRUE/FALSE values. A TRUE value indicates the post was published as a result of clicking the link in the Suggested Content email, while a FALSE value indicates it was not published as a result of the link in the Suggested Content email. 

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.