Here's what to look for in the June 24th release.

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

Social

LinkedIn cover photo support

Problem Solved: Hearsay doesn’t currently capture or create alerts for LinkedIn cover photos.

Expected Value: The ability to update and supervise LinkedIn cover photos via Hearsay enhances Hearsay compliance and profile management functionalities for connected LinkedIn accounts.

Expected Solution: Hearsay users will be able to update and request approval for their LinkedIn cover photos in Hearsay, and Hearsay will be able to crawl, archive, and create alerts for cover photos updated via LinkedIn.

Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: LI cover photos behave exactly as FB cover photos concerning compliance.
Availability: On for all organizations.

Platform

The Message Archive Page will be removed

The Message Archive page in the admin view will be removed due to a lack of usage. The Message Archive is currently accessible by going to the admin view, selecting Review in the side menu, then selecting the Archive tab.  

All of the information available in the Message Archive page will still be accessible by going to the admin view, then selecting Analyze in the side menu, and then selecting the Reports tab. Here, admins can access all Relate text messages in the Text Messages - All Data report, and all private/direct messages from social media in the Private Messages - All Data report.

Who is impacted: Compliance Admin
Archiving and Compliance Implications: The archive history of messages is available through the Reports page.
Availability: All organizations.

More fields can be purged using Financial PII Detection in Relate

Problem Solved: Our current Financial PII Detection feature only flags to allow purging credit card numbers and doesn’t flag other kinds of financial PII like bank account numbers, routing numbers, tax numbers, etc. from Supervision.

Expected Value: Detecting more types of financial PII decreases manual user intervention and mitigates risk that comes with handling sensitive information.

Expected Solution: Admins will be able to turn this feature on for specific hierarchies or their whole organization by enabling the Financial PII option in the admin settings page in Hearsay Desktop. When enabled, the following types of financial PII will be detected and flagged to allow purging:

1. Credit/debit card number
2. CVV
3. Credit/debit card expiry date
4. International bank account number
5. Bank account number
6. PIN
7. Swift code
8. Routing number 

Who is impacted: Compliance Admin
Archiving and Compliance Implications: Initially, the archive will house the full, unpurged content. But after purging, the archive will only reflect the purged data.
Availability: On for all organizations.

Relate - Embedded Relate for Salesforce

Log in using your organization’s SSO

Problem Solved: Currently, when logging into Embedded Relate, users are required to get an access code from their Hearsay Desktop account. This code must then be manually entered into the Embedded Relate widget to complete the login process and begin texting. Such a login flow creates a choppy user experience that necessitates leaving Salesforce and going to Hearsay Desktop to get the access code.

Expected Value: Logging into Embedded Relate will be easier and smoother for users because they won’t have to get the access code from Hearsay Desktop, and they will be able to log in using their organization’s SSO directly in Salesforce.

Expected Solution: Users will be able to log in to Embedded Relate by using their organization’s SSO, without having to get the access code from Hearsay Desktop.

To preserve backwards compatibility, users will still be able to log in by entering their email and getting their access code from Hearsay Desktop, as they have been doing so far. Admins can also disable the email + activation code login route, and make SSO the only login route available for their organizations.

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

Address Terms of Service changes in Embedded Relate

Problem Solved: Users are unable to accept or decline Terms of Service changes in Embedded Relate. They must log in to their account on Hearsay Desktop to accept or decline Terms of Service changes.

Expected Value: Users will be able to accept or decline Terms of Service changes in Embedded Relate, and they will not have to context-switch to Hearsay Desktop in the event of Terms of Service changes. 

Expected Solution: Whenever there are Terms of Service changes, users will be able to accept or decline these changes in Embedded Relate itself. Users will not be able to access messaging features until the updated Terms of Service have been accepted.

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

Use admin-created Message Templates in Embedded Relate

Problem Solved: Embedded Relate for Salesforce users can’t access admin-created message templates, which is currently available on Hearsay Desktop and the Hearsay Mobile apps. As a result, users may spend more time on creating the same message content repeatedly. 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 as well. Only 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 users spend creating the same message content. 

Expected Solution: Users will be able view, select, edit, send, or schedule to send admin-created message templates from their Embedded Relate message composer. A new Use a Message Template button will be added under the message composer, which will open a pop-up window containing available message templates. After a message template is selected, it will be pasted into the message composer, from where the template can be edited or sent.

Who is impacted: Advisor/Agent, Salesforce Admin, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A, the templates will be sent as messages so it follows current text conversation archiving and compliance functionality.
Availability: On for all organizations.

Data & Analytics

LinkedIn reposts and Facebook shares added to Post All Data Report

Problem Solved: LinkedIn users can repost in one of two ways:

• Repost with your thoughts - Add additional context in a post along with the original content.
• Instant repost - Share only the original content with no additional context. 

Currently, only the "Repost with your thoughts" reposts are reported as new post activities, while instant reposts are not reported.

In addition, Facebook shares are not reported at all. 

Expected Value: Capturing reposts and shares allows for better analysis of the associated engagement metrics.

Expected Solution: The Post All Data report will include a new Shared Posts field with Yes/No values. A Yes will appear on any post that is shared by a connected Facebook Business Page or any post that is reposted by a connected LinkedIn account using either the instant repost or “Repost with your thoughts” method. 

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

Instagram and Twitter impression metrics added to the Breakdown by Workspaces Report

Problem Solved: Currently, Facebook impressions are reported on the workspace level in the Breakdown by Workspaces Report, but Instagram and Twitter impressions are not reported.

Expected Value: Access to impression metrics for different social media networks allows for more comprehensive workspace performance analysis.

Expected Solution: The Breakdown by Workspaces Report will now include Instagram Impressions and Twitter Impressions fields, which show the number of impressions for the respective social media network during the reporting period.

     Note:  LinkedIn impressions are not available due to API limitations.

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

Last authentication date for social media accounts added to the Account Directory Report

Problem Solved: Social media networks sometimes require users to reauthenticate, which can cause frustration. For example, LinkedIn requires reauthentication every 365 days. There is no way for admins to check when a user last authenticated, so admins have no way of preparing users for reauthentication requests. 

Expected Value: Access to the last authentication date for social media accounts allows admins to give forewarning to users that they will need to reauthenticate soon or risk the account being disconnected. 

Expected Solution: The Account Directory Report will now include a Last Authentication Date field, which shows the date the user last authenticated the respective social media account. 

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

Admins can now download a CSV report containing a list of campaign subscribers, saving time and effort. 

To download the list of subscribers for a campaign, click Campaign Subscribers, and in the drawer, click Download Report. 

The report contains the following fields:

• Name: The name of the subscriber.
• Profile Link: The link to the subscriber’s profile.
• Subscribed on: The date and time when the user subscribed to the campaign.

Download Report button

Report fields

iOS users can now publish multiple photos in social media posts while using the Hearsay Mobile app. Multi-photo posts provide for a richer and more engaging audience experience. 

To add multiple photos to a post, tap Camera and select photos to add. You can tap x to delete a photo or tap the camera icon again to add more. 

The rest of the publishing workflow is the same, where you select one or more networks to publish to or schedule the post to publish later. A message appears if a photo is too large or if there are too many photos for a selected network. 

To get this feature, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported iOS device. 

Android users will be able to publish multi-photo posts in a future release. 

Note: The admin setting Allow Content with Multiple Photos must be enabled at the Workspace level for this feature to work.

Adding multiple photos 

Image count message

Multi-photo post created and scheduled for later

Here's what's in the May 13th release:

Social

• Require approval for all AI-generated posts 🔷
• PDFs in suggested posts appear as a carousel on LinkedIn 🔷 
• LinkedIn reposts, including instant reposts, are now saved as shares 🔷

Data & Analytics

• User performance now benchmarked against hierarchy instead of organization on Social Insights page
• User Directory Report now includes last used device information
• Account Directory Report now shows whether a user has given Hearsay permission to capture their Instagram direct messages
• Determine if a post was published by a delegate in the Post All Data Report

🔷 Sandbox preview available

Social

Require approval for all AI-generated posts

The post approval process helps build confidence in using AI by mitigating risk and ensuring those posts meet compliance requirements. Previously, the only way to require approval for all AI posts before they’re published was to require approval for all AI and non-AI posts, which is not feasible or necessary for many organizations.  

A new setting allows organizations to require approval for all AI-generated posts, independent of other post approval configurations.

The setting is disabled by default. To enable the new setting in the Administration view: 

1. In the side menu, click in Settings, then click the Organizational Settings tab.
2. On the AI tab, change the Require approval for all posts created with AI to Enabled.

This feature is ON by default for customers with Generative AI already enabled, and it will be automatically enabled in sandboxes for those customers. To enable Generative AI for your organization, contact Support at support@hearsaycorp.com.

Request Approval button on Generative AI post

New AI post approval setting

PDFs in suggested posts appear as a carousel on LinkedIn

When admins include a PDF in a suggested post, the PDF now appears as a carousel when the post is published on LinkedIn. The modern carousel view provides a more engaging and immersive experience for the user’s audience. Previously, posts published via Hearsay only included a link to the PDF.

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

User publishing a suggested post with a PDF to LinkedIn

Post appears as a carousel on LinkedIn

LinkedIn reposts, including instant reposts, are now saved as shares

For clearer insight and analysis of the different types of LinkedIn publishing activities, LinkedIn reposts are now categorized as shares instead of regular posts in Supervision and in the archives. In addition, Hearsay can now capture instant reposts, which are posts shared without any personalized message (Repost with your thoughts). All LinkedIn reposts appear in Supervision as a share regardless of whether they are an instant repost or a personalized repost.

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

Instant Repost and Repost with your thoughts on LinkedIn

Data & Analytics 

User performance now benchmarked against hierarchy instead of organization on Social Insights page

The compared to peers’ average metrics on the Social Insights page now benchmarks the user’s performance against other users within their hierarchy rather than within their entire organization. Because users within the same hierarchy often have similar titles, audiences, locations, lines of business, or other attributes, the hierarchy-level benchmarking provides a more accurate peer comparison.

Social Insights compared to peer's average metric locations

User Directory Report now includes last used device information

The User Directory Report now includes adoption and usage information pertaining to Hearsay apps on mobile devices at the user level. This information helps admins track and measure the adoption and usage of Hearsay mobile apps within their organization. The User Directory Report includes 4 new fields: 

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

If a user has multiple devices registered, the User Directory Report only shows the data from their most recently used device.

Note: The device name is set 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".

User Directory Report with last used device information

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

The Account Directory Report now includes a new field titled Instagram Direct Messages Permission with True and False values. If True, the user has granted supervision permission for Hearsay to capture their Instagram direct messages. By viewing the Hearsay permission status for Instagram direct messages, admins are able to identify compliance gaps and promote the adoption of Instagram.

Account Directory Report showing Instagram direct messages permission status

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

The Post All Data Report has a new column titled Published by a Delegate with True and False values. If True, the post was published by a delegate. This information allows admins to determine which posts were published by delegates, helping them more closely monitor delegate posts and analyze their performance.

Post All Data report showing if a post was published by a delegate

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