Organizations without voice-calling enabled for their Relate numbers can now add a custom recorded message for incoming calls. This message can inform callers that the number is not voice-enabled and provide an alternate contact number. Organizations can choose from three message types:

• Custom MP3 audio recording from client organization
• Text-to-speech message based on text provided by client organization
• Default message from Hearsay

A default message plays if no custom message is provided or if this feature is disabled.

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable recorded message for non-voice-enabled Relate numbers” in the subject line. In the email, please provide your recorded message and any questions that you may have.

Here's what's in the November 18th release:

Social

• Calendar redesign includes better filtering, campaign management, and more interactive features 🔷 

Relate

• Set and send an Out of Office Automatic Response 🔷 

Data & Analytics

• Get AI-powered recommendations in Social Insights 🔷 
• User Maturity Model admin report includes UMM tier information

Sites

• New Sites Editor provides customizable tabs and groups 🔷 

Actions

• Enhanced workspace filtering and sorting

🔷 Sandbox preview available 

Social

Calendar redesign includes better filtering, campaign management, and more interactive features

The Calendar page has been redesigned to include more intuitive features that save time, increase user productivity, and allow users to more easily manage their posts. 

Here are some highlights of the new design:

Campaign filtering and management

Campaign names are displayed on the Calendar for improved visibility. Users can click Filter Campaigns in the upper left corner to choose which campaigns to show on the Calendar, unsubscribe from a campaign, or navigate to the Campaigns page. Users can also choose whether to view only campaign posts or only single, non-campaign posts using the new checkboxes.

Filter Campaigns button and Single Posts and Campaign Posts checkboxes

 Filter Campaigns modal

Interactive features

Clickable scheduling allows users to click on a timeslot to schedule a new original post or a post from the Post Library. Additionally, the improved drag-and-drop functionality enables users to easily reschedule content by network.

Clickable scheduling

Enhanced post filtering

Users can apply a broader range of filtering options to the posts that appear in the Calendar. Options include channel, type, and status.

Filter modal 

Encouraging action cards

New actionable cards encourage infrequent users to post more often by allowing them to subscribe to a campaign, select a suggested post, or publish an original post. The cards target users who haven’t scheduled any content in the past 30 days or who have no planned content for the next 30 days.

Action cards

For more information about the Calendar page, see Using Your Calendar. 

Relate

Set and send an Out of Office Automatic Response

A new Out of Office Automatic Response feature helps maintain communication during absences. Users can set and enable a custom reply in Hearsay Desktop or Embedded Relate for Salesforce that automatically goes out when they receive a message. The system saves and enables the auto response only if it passes a lexicon check. If a contact sends multiple messages, the system sends them just one auto response within a 24-hour period. A banner in the Message & Call page in Hearsay Desktop and in the Embedded Relate widget informs users when the Out of Office Automatic Response is enabled. Users can also turn off the auto response from this banner. 

The Out of Office Automatic Response overrides the Working Hours Response when enabled, so contacts receive only the Out of Office message.

Voice-call enabled users can choose to send calls to voicemail during Out of Office Automatic Response setup.

Users on Hearsay Mobile can view outgoing auto responses and initiate or respond to conversations, but they can't change the auto response or enable / disable it. 

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable Out of Office Automatic Response from the November 2024 release” in the subject line. In the email, please add any relevant enablement details and any questions that you may have.

Out of Office Automatic Response setup

Out of Office Automatic Response banner

Out of Office Automatic Response setup in Embedded Relate

Data & Analytics

Get AI-powered recommendations in Social Insights

A new Improve your social media strategy using AI section in the Social Insights dashboard gives recommended actions for optimizing social media usage. Clicking Get a Recommendation leverages AI to analyze the user’s social media performance, compares it to their peers’ performance, and provides suggestions for improvement. Users can generate up to eight recommendations to explore alternate approaches and rate the recommendations they receive.

AI-powered recommendations in Social Insights

User Maturity Model admin report includes UMM tier information

The User Maturity Model admin report has a new UMM Tier field, enabling admins to align each user’s social media performance with their tier.

UMM tier descriptions

UMM Tier field in the User Maturity Model admin report

Sites

New Sites Editor provides customizable tabs and groups

A new Sites Editor reorganizes all content fields into tabs and groups, making it easier to find the correct field for changing content. The Sites Editor now displays all content fields, including those that were previously hidden by default to save space in the old Editor’s UI. 

Hearsay has configured each Sites org's sandbox with a new Editor customized for them. Prior to release, admins can request to change tab or group names, shift a field's placement into a different tab or group, or delay the new Editor's availability by contacting Christine Meginness (cmeginness@yext.com) by 5pm EST Friday, November 15. We can schedule a delayed release for your organization between November 18 and December 9. If we don't hear from you with requests for changes or a delay, we will enable your new Sites Editor on Monday, November 18. 

New Sites Editor with tabs and collapsable groups

Content fields appear when a group is opened

Editing content fields

Actions

Enhanced workspace filtering and sorting

The enhanced filter in the Workspace Management tab enables admins to filter workspaces by which ID Type (Action Flow Source) they either have or are missing, as well as identify which workspaces have missing Relate phone numbers. The new filters help admins see where updates are needed and gauge the level of participation for specific Actions Flows. 

In addition, admins can sort workspaces alphabetically, by last modification date, last activity, or date the workspace was last activated.

New filter options

New sorting options

Last activity sorting is based on the Active timestamp in the Edit Workspace drawer

The upcoming iOS 18 release includes Apple Intelligence Writing Tools, which is an AI writing assist feature that can potentially pose a compliance risk for organizational data. Organizations can now mitigate that risk by blocking users from accessing Apple Intelligence in the Hearsay for Intune app.

To configure Apple Intelligence access from the Intune admin portal, find the App protection policies page and update the setting Send Org Data to other apps to block writing tools.

 For more details about the changes, see Microsoft Intune support for Apple Intelligence in the Microsoft Intune documentation. To learn more about the Apple Intelligence Writing Tool, see the Apple Intelligence documentation.

Previously, when generating a post description using words and phrases, you had to click Generate a New Version in order to see the next version of the description. This took extra time and created an unnecessary step. To make the user experience faster and smoother, all three versions of the description are now generated at the same time. You can toggle between the different versions by clicking Next Version and Previous Version. If you are not satisfied with the three versions, you can adjust the parameters and click Generate a Post Description again.  

Before, with the Generate a New Version button

After, with the button removed

Here's what to look for in the November 18th release.

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

Social

Calendar redesign includes better filtering, campaign management, and interactive features 

Problem Solved: The Calendar is a popular tool for users to manage their posts, but the current design is outdated and lacks efficient filtering options, especially for campaign posts. Additionally, the interface does not provide modern and intuitive features like drag-and-drop functionalities or clickable scheduling, making it more difficult for users to quickly organize and adjust their posts.

Expected Value: Enhancing the Calendar with better filtering and more interactive and intuitive features saves time, increases user productivity, and allows users to more easily manage posts.

Expected Solution: The Calendar page will be redesigned with a more intuitive layout for improved navigation, a better overview of scheduled posts, and a more modern look and feel. Below are some highlights of the new design.

New Calendar design

Campaigns will be easier to see and manage. Campaign names will be displayed in the Calendar for improved visibility and users can click on a campaign to open the Campaigns page and manage their subscriptions.

Campaigns modal

Clickable scheduling options will allow users to add new original posts or find posts from the Post Library. Additionally, the improved drag-and-drop functionality will allow users to easily reschedule content by network.

Clicking on the Calendar to create or select a post

New actionable cards will encourage infrequent users to post more often. The cards target users who haven’t scheduled any content in the past 30 days or who have no planned content for the next 30 days.

Action cards

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

Get better timing suggestions when scheduling posts

Problem Solved: The algorithm that suggests post times for the Recommended Times feature in the Publisher currently doesn’t take into account some important factors, such as timezones or content type. In addition, the limited rescheduling options can create a frustrating user experience.

Expected Value: More relevant scheduling time recommendations and easier post rescheduling reduces confusion and creates a better user experience.

Expected Solution: The algorithm has been revised to consider more factors when recommending times, including social network type, timezones, publish date, and content type.

New time recommendation options in the Publisher 

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

Admins can now only use alternative descriptions OR @ mentions in a post

Problem Solved: When an admin creates a post with an @ mention in it, any alternative descriptions for the post also contain the mention when they’re not supposed to, among other bug behaviors.  

Expected Value: Creating solutions for working around publishing issues helps reduce user frustration and errors. 

Expected Solution: Admins can now add either @ mentions to a post, or add alternative descriptions, but cannot do both. For existing posts that contain both features, admins can either delete the @ mention or remove the alternative descriptions to avoid errors. For new posts, when one feature is used the other is automatically disabled. An informational message also appears next to the disabled feature. 

Alternative description disabled message

@ mentions disabled message

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

Data & Analytics

Get AI-powered recommendations in Social Insights

Problem Solved: Users find it difficult to continually improve their efficiency and success with their social media activities. They don’t know how to leverage and analyze multiple data points to take the next best action for their social media strategy. 

Expected Value: Providing AI-powered recommended actions based on data that Hearsay collects will allow individual users to improve their use of social media. 

Expected Solution: A new Improve your social media strategy using AI section at the top of the Social Insights dashboard will provide recommendations for social media actions. Clicking the Get a Recommendation button in generates personalized recommendations to improve the user’s social media performance. These recommendations will be based on individual users’ social media performance as well as the performance of their peers. Users will be able to re-generate new recommendations, if they would like to pursue alternative approaches. Finally, users will be able to rate the recommendations they receive by using the thumbs-up and thumbs-down buttons.

AI recommendation section on Social Insights page

Recommendation populated

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

Relate

Set and send an Out of Office Automatic Response

Problem Solved: If a user is out of office and receives a text message from a client, the client gets no automatic response letting them know that the person they are trying to reach is currently unavailable.

Expected Value: The Out of Office Automatic Response feature will reduce client frustration due to unanswered messages and help maintain communication even during periods of absence. Users will also have the flexibility to customize their automatic replies, ensuring that their messages align with their individual brand voice and communication style.

Expected Solution: The Out of Office Automatic Response feature will provide the following functionalities: 

• Create, edit, and enable / disable the Out of Office Automatic Response on Hearsay Desktop and Embedded Relate for Salesforce. The Out of Office Automatic Response will only be saved if it passes a lexicon check.
• Automatically send a custom out-of-office message to all incoming texts, when enabled.
• Send only one auto-reply to a conversation within a 24-hour period.
• View a banner in the Message & Call page on Hearsay Desktop and Embedded Relate informing users that Out of Office Automatic Response is enabled. Users can also disable Out of Office Automatic Response from this banner. 

Out of Office setup in Hearsay Desktop

Out of Office banner in Hearsay Desktop 

Out of Office setup in Embedded Relate

Out of Office banner in Embedded Relate

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: The Out of Office Automatic Response will only be saved if it passes a lexicon check.
Availability: Off for all organizations, but can be turned on by contacting Support.

---

Sites

Sites Editor Refresh

Problem Solved: When Agents and Advisors want to change their website's content it takes too much time and effort to figure out and find the field that they want to update. This causes frustration and they rather abandon the interface.

Expected Value: Improved user experience and ease of use saves time for the user and potentially increases the adoption of Sites Editor.

Expected Solution:

1. Fields are reorganized, popular ones are closer to the top.
2. Tabs and field groups are introduced to make it easier to locate fields.
3. Less popular fields are moved to lower level of last tabs

These changes will eliminate the need of the add/remove/hide fields functionality. Every field can be displayed in an organized way so that the user can get an overview of their website data, including the fields that were hidden by default to save space on the editor page.

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

Actions

Enhanced workspace filtering and sorting

Problem Solved: Currently there is no way to filter or search for workspaces by Actions Flow Sources they’re participating in, or by things that require attention like whether or not they have a missing Relate phone number. 

Expected Value: Enhanced workspace filtering and sorting capabilities will allow organizations to more easily to see where updates are needed and identify the level of participation for specific Actions Flows.

Expected Solution: An enhanced filter in the Workspace Management tab enables admins to filter workspaces by which ID Type (Action Flow Source) they either have or are missing, as well as identify which workspaces have missing Relate phone numbers. In addition, admins can sort workspaces alphabetically, by last modification date, last activity, or last activated.

New filter options

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

A new Relate badge or label appears for contacts with Relate phone numbers on Hearsay Desktop and Mobile. This badge and label helps to quickly identify other Relate numbers. It is especially useful for making sure that internal business messages are sent to a contact’s Relate number, where the text can be archived from both sides, and not their personal number. 

A contact's primary phone number is also automatically set to their Relate number, if they have one.

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable Relate Number Differentiation from the October 2024 Release” in the subject line. In the email, please add any relevant enablement details as well as any questions that you may have. 

Relate badge in the Contacts page on Hearsay Desktop

Relate badge in the New Conversation page on Hearsay Mobile

Relate label in a contact page on Hearsay Mobile

The X icon has replaced the Twitter icon in the following places:

• The Recommended, Explore, and My Posts tabs in the Post Library
• The New Post publisher in the Post Library
• The Channel filter in the Post Library
• Recommended Actions post cards in the Home page
• The Suggested Post publisher in the Administration view, on the Create page

All existing functionalities remain the same. Similar updates will be rolled out to other parts of the Hearsay platform in the future.

Explore and My Posts tabs with X icon

New Post publisher

Channel filter in Post Library

Recommended Actions post cards 

Suggested Post publisher (Administration view)

In the monthly view of the Admin Planner, when more than four campaigns and posts were scheduled to be published on the same day, a clickable plus sign with a number appeared on the day, for example, +3 more. Clicking the number opened a popup that displayed all the campaigns and posts. However, the number was misleading because it only represented the number of campaigns and didn't include the number of posts.

To eliminate confusion, the number has been replaced with a dropdown arrow labeled more. Clicking more follows the same behavior as before and opens the popup. 

New more label on Admin Planner

Here's what's in the September 30th release:

Data & Analytics

• See the monetary value of posts with the Earned Media Value Dashboard for admins 🔷 
• Track which Sites page a contact form came from in the Contact Form Submission All Data Report
• Sampled alerts are included in the Review Alerts All Data Report
• Number of workspaces and social accounts that have published content are included in the Suggested Content Performance Report

Social

• Instagram comment replies are now captured via webhook 🔷
• Capture and archive activity on posts published prior to Hearsay connection 🔷 

Platform

• Enhanced contact filtering 🔷

🔷 Sandbox preview available 

Data & Analytics 

See the monetary value of posts with the Earned Media Value Dashboard for admins

The new Earned Media Value Dashboard helps admins quantify the value of Hearsay Social by translating the number of impressions and engagements for posts published through Hearsay Social into monetary values. Admins can use these values to better evaluate and enhance organizational content and publishing strategy. 

The dashboard is broken down into graphs based on the following post attributes:

• Social media network - Facebook, LinkedIn, Instagram, X (Twitter)
• Media type - image, link, message, video
• Modification type - original, modified, unmodified
• Campaign status - true (is a campaign post), false (not a campaign post)

In addition, admins can adjust the default baseline value for a single impression, like, comment, share, or click. 

Access the new Earned Media Value Dashboard in the Administration view, on the Analyze page, in the Dashboards tab. 

All Engagement Value graph

Media type and Network graphs

Change Baseline Values modal

This feature is on by default and will be automatically enabled for sandbox preview.

Track which Sites page a contact form came from in the Contact Form Submission All Data Report

The Contact Form Submission All Data Report now includes a Contact Form URL field. This field displays the page URL where the form was submitted, enabling admins to evaluate the performance of different Sites pages.

Contact Form URL field in the Submission All Data Report

Sampled alerts are included in the Review Alerts All Data Report

The Review Alerts All Data Report now includes sampled alerts, which are randomly selected events (posts, comments, messages, etc.) that are put through the supervision workflow. Sampled alerts appear in the new Object Type filterable field showing the reviewed item type with 3 possible values:

• Alert
• Sampled
• Pending Publish

Sampled alerts in the Review Alerts All Data Report

Number of workspaces and social accounts that have published content are included in the Suggested Content Performance Report

The Suggested Content Performance Report has 2 new fields, Number of Workspaces and Number of Social Accounts. These fields show the number of workspaces and social accounts that have published content, giving admins a more granular view of content usage.

Number of Workspaces and Number of Social Accounts fields in the Suggested Content Performance Report

Social

Capture and archive activity on posts published prior to Hearsay connection

To fill a compliance gap, Hearsay can now capture and archive some engagement activity for posts that were published on Instagram or LinkedIn before the account was connected to Hearsay. When the engagement occurs, Hearsay creates an alert and archive record for both the engagement activity and for the original post. The enhancement applies to Instagram comments and LinkedIn comments and reactions.

This feature is on by default and will be automatically enabled for sandbox preview.

Instagram comment replies are now captured via webhook

Replies to Instagram comments are now captured via webhook instead of in batches. This allows for faster crawling and archiving.

This feature is on by default and will be automatically enabled for sandbox preview.

Platform

Enhanced contact filtering

The Contacts page now has more robust filtering options that enable users to query for more specific pieces of contact information. Users can create these queries to form targeted contact segments for better communication and more easily search through their contacts for specific information. The new options include things like opt-in status, contact types, upcoming birthdays, and preferred languages.

These filtering enhancements are currently only available on Hearsay Desktop.

Quick filter options

Advanced filter options

Organizations with Actions enabled can now create up to 40 message templates, allowing for more customization and better targeting.The previous limit was 20 templates.