View the exact terms causing lexicon infractions when sending messages with Relate

Users on Relate can now see the specific terms causing lexicon infractions when sending messages. Previously, if a message contained a term violating the lexicon check, Hearsay’s compliance engine would halt the message and display an alert about the infraction. However, this alert lacked specificity regarding the offending words.

With this update, when a lexicon infraction occurs, the message will still be prevented from being sent. However, users will now receive an alert explicitly mentioning the words that caused the infraction. This enhancement allows users to view precisely which parts of their message require revision so that the message can be sent.

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

Disable the Conceal a Message feature in Relate

Organizations now have the option to turn off the Conceal a Message feature in Relate. This feature enables users to hide sensitive data like personally identifiable information to comply with organizational policies. By disabling this feature, organizations can ensure that messages cannot be concealed. Depending on their compliance policies and operations procedures, disabling the conceal a message feature can allow organizations to have greater transparency and clearer communications among their employees. 

The Conceal a Message feature in Relate is ON by default for all organizations. To turn this feature off, send an email to support@hearsaycorp.com and include “Disable the Conceal a Message feature in Relate from the April 2024 Release” in the subject line. In the email, please add any relevant enablement details as well as any questions that you may have.

Group Texting on Relate is now supported on the Hearsay Mobile Android app and the Hearsay for Intune Android app. Previously, Group Texting was only available on Hearsay Desktop and on the Hearsay Mobile iOS app. Now, users on all the Hearsay Mobile Android apps can also compliantly send and receive messages as well as share files (in JPEG, GIF, and PNG formats) with groups of up to 9 contacts simultaneously. 

After a group has been created, all group members can send and receive messages from the group. Each group has a customizable group name. It isn’t possible to add or remove members from an existing group. If people need to be added or removed from a group, then a new group must be created. After a message is sent to the group, anyone in the group can respond. A check mark appears on sent messages indicating the message has been delivered. 

Note: Toll-free numbers are not supported in group texts.

Opting In and Attestation Functionality

All group members must have previously opted in to receiving messages to be included in a group. If a contact hasn’t opted in to receiving messages, they must complete the organization’s opt-in process before that can be added to a group. If any group member opts out of receiving text messages, then the group creator will no longer be able to send messages to the group. However, the group will still receive messages from other members and these messages will be viewable in the conversation window.

Archiving and Compliance

Group Texting follows each organization’s existing archiving and compliance policies. 

Support for Additional Features in Relate

Group Texting supports: 

• Using Message Templates
• Sending attachments in JPEG, GIF, and PNG formats
• Filtering all messages to only view Group Texts  

 Group Texting does not support: 

• Sending scheduled messages 
• Sending contact cards
• Voice calling
• Reminders     

Availability

Group Texting on Android is available to all organizations that have already enabled Group Texting. Users will have to update their Hearsay Mobile for Android app or their Hearsay for Intune Android app to access Group Texting.

To enable Group Texting for your organization, send an email to support@hearsaycorp.com and include “Enable Group Texting” in the subject line. In the email, please add any relevant enablement details and any questions that you may have.

Learn more

To learn more about how to use Group Texting on the Hearsay Mobile apps for Android and iOS, see these articles in our Help Center:

• Creating a Group Text on the Hearsay Mobile app
• Filtering Conversations to only view Group Texts on the Hearsay Mobile app
• Editing a Group Name on the Hearsay Mobile app

Create and send group texts on Hearsay Mobile’s Android app

View Group Texts on an Android device

View group details and edit the group name

Filter all messages to only view group texts

Hearsay profile field names now align with the new names on Facebook Business Pages. The new field names will also appear in Approval Requests and Alerts for admins. The tooltips for these fields now indicate their locations on a Facebook Business Page.

Here's what to look for in the May 13th release.

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

Actions

Automate multiple outreach messages and trigger notifications via outreach message templates

Problem Solved: Automated outreach is important to users because it saves time, but it is currently only available for the first message sent. Users have to manually type additional outreach messages themselves. In addition, sending multiple automated messages to a contact in the current notification system creates a lot of unnecessary notifications for the user, potentially burying more important and impactful notifications.

Expected Value: Users won’t have to manually type additional outreach messages after the first automated one is sent, saving time and providing information to contacts quickly and efficiently. Also, eliminating unimportant notifications for multiple messages allows users to focus on important messages related to outreach.

Expected Solution: Actions will be able to send multiple automated outreach messages to contacts on behalf of users. Each automated message will use a different message template, and the same message will not be sent to a contact more than once during a configurable maximum 180 day suppression period. Automated messages will not be sent during Do Not Disturb times. 

To address unnecessary notifications that occur when sending multiple messages, organizations will be able to send one global notification, which is triggered when certain message templates are sent. Each organization can choose the text and variables to be included in the global notification, or use a default notification. The text of the notification will not be editable by admins, but admins will be able to define which message template(s) trigger the notification. This new notification functionality will replace the existing default notifications like periodic reminders, expiration reminders, and after call reminders.

To customize the text of your organization’s notification, you will contact Support at support@hearsaycorp.com. 

New workflow for repeated outreach messages

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

Actions API now sends messages to the phone number requested by the external system

Problem Solved: Sometimes, contacts have different phone numbers listed in Hearsay and in the external system. When Actions makes an API call to trigger a message, it defaults to using the phone number in Hearsay even though the external system might have the most up to date phone number. This causes messages to go to the wrong phone number. 

Expected Value: Because phone numbers can change frequently, it’s important to ensure that messages go to the intended contacts and phone numbers.

Expected Solution: Texts sent through Actions will go to the contact phone number requested by the external system via the API call. This enhancement will automatically add the missing phone number to the Contacts page by either creating a new contact record or adding the number to the existing contact record. Then, a new conversation window will open in Relate. 

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

Data & Analytics

User Directory Report now includes last used device information

Problem Solved: Currently, admins can’t understand the adoption and usage of Hearsay apps on mobile devices.

Expected Value: Providing metrics such as last used device name, Hearsay app name, first login date, and last used date, will allow admins to track the adoption and usage of Hearsay mobile apps at the user level.

Expected Solution: The User Directory Report will include 4 new fields: 

• Last used device name* 
• Hearsay app name 
• First login date
• Last used date 

If the user has multiple devices registered, the User Directory Report will only show the data from the device most recently used.

*Note: The device name is determined by the user on their device, typically appearing as a generic description (e.g., "iPhone"). However, it can also include personalized strings like "Jake’s Work iPhone".

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

Account Directory Report now shows whether a user has given Hearsay permission to capture their Instagram direct messages

Problem Solved: Admins currently cannot track whether a user has granted Hearsay permission to capture their Instagram direct messages. This lack of visibility poses compliance risks to organizations and impedes the adoption of Instagram for direct customer outreach.

Expected Value: Displaying the Hearsay permission status for Instagram direct messages in the Account Directory Report will allow admins to address compliance gaps and promote the adoption of Instagram.

Expected Solution: The Account Directory Report will feature a new field titled IG DM Permission indicating whether a user has granted permission for Hearsay to capture their Instagram direct messages. The field will display one of the following values:

• Yes: User has granted permission.
• No: User has not granted permission.

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

Determine if a post was published by a delegate in the Post All Data Report

Problem Solved: Currently, there is no easy way to filter for posts that were published by delegates.

Expected Value: When admins can determine which posts were published by delegates, they can more closely monitor delegate posts and analyze their performance. 

Expected Solution: The Post All Data Report will have a new column titled Publishing User = Workspace Owner with True and False values. If False, the post was published by a delegate.

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

To help users with multiple websites more easily identify which website the contact form notification is for, the subject line of the contact form notification email has been updated. The new format replaces the organization name with the name of the website where the contact submitted the form. 

Previous version:

• New Website Contact From Your [Org name] Website!

New version

• New Website Contact From: [Website name]

Hearsay Desktop and Hearsay Mobile offer the option to show a Prior Consent Disclaimer in the message composer. This disclaimer appears directly beneath the text drafting area, serving as a reminder for users to confirm they have obtained permission before sending or scheduling a text message to their intended recipient. Organizations have the flexibility to customize their own Prior Consent Disclaimer.

In Hearsay Desktop, adding the Prior Consent Disclaimer also changes the language of the message composer’s Send button to Agree and Send, which provides users and their organizations with a way to confirm that prior consent has been obtained to send texts. 

In Hearsay Mobile, due to limited screen space, a compact Prior Consent Disclaimer is displayed, which can be tapped to view the full terms. There is no change to the send icon in Hearsay Mobile. 

The Prior Consent Disclaimer helps compliance teams reduce risk by making sure advisors and agents remember to get permission before texting contacts.

Previously, the Prior Consent Disclaimer was exclusively available on Embedded Relate for Salesforce. However, it has now been extended to the entire Relate platform, including desktop, mobile, and Embedded Relate.

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable the Prior Consent Disclaimer” in the subject line. In the email, please add any relevant enablement details, such as your preferred disclaimer text, as well as any other questions that you may have.

Prior Consent Disclaimer on Hearsay Desktop

Prior Consent Disclaimer on Hearsay Mobile

When Marketing Admins create campaign-only posts within campaigns, they can now view read-only information about the posts’ hierarchy in the admin Publisher, under Suggest to Regions. Campaign-only posts created within campaigns automatically inherit the hierarchy of that specific campaign. 

The @ mention function is now available in the admin Suggested Posts Library, which increases the visibility of the selected social media pages, and drives traffic and engagement.

Note: This feature does not currently support Facebook mentions.

Colleague mentions

Mention (tag) other Hearsay users within your organization in a post by entering @, followed by the first three letters of a user’s name.

Public mentions

Mention (tag) any public LinkedIn company page, Twitter/X account, or Instagram account in a post by entering @@, followed by the name of the page. 

For Linkedin, select which social media account(s) you want to mention. If the system can’t find the page name, review the suggested pages for each social media network. If you don't want to mention or publish to a specific network, select None. When you’re done selecting accounts, click Select these. 

If publishing to X/Twitter and Instagram, enter the exact name of the account handle in the text field. 

Mentions appear in Supervision but are not run through the lexicon check. Compliance Admins can navigate from a mention to the respective social media account.

For more information about mentioning users and public pages in Suggested Posts Library posts, see @ Mention a Hearsay User or Public Social Media Account in a Post.

A new Needs Attention category has been added to the My Posts tab of the Post Library for advisors/agents. This new category helps users easily identify posts that require additional consideration before they can be published and includes the following types of posts:

• Modification Overdue: Post required modification before it could be published but the scheduled publish date has already passed.
• Expired: Post is expired and cannot be published. The user must unsubscribe.
• Update Post Time: Post is scheduled to expire before the selected publishing date. 
• Publishing Error: Post failed to publish to all selected networks. Previously, this just showed the generic error "Failed! Try again later".
• Partial Publishing Error: When multiple networks were selected, the post published successfully to at least one network but failed to publish to at least one other network. Previously, this just showed the generic error "Failed! Try again later".

New Needs Attention category

As part of Hearsay’s continued effort to unify our mobile experiences, the Hearsay Social app has been removed from the App Store and the Play Store. Furthermore, the Hearsay Social app will not be receiving any further updates. Anyone still using the Hearsay Social app will not be impacted and can continue using the app as they have been doing. However, if the Hearsay Social app is deleted or uninstalled, then it can't be downloaded again.

All users are advised to use the Hearsay Mobile app instead, which now includes the functionalities of the Hearsay Social app and which will continue to receive updates and support. The Hearsay Mobile app is available on the App Store and the Play Store.