The Hearsay Generative AI functionality is now managed within AWS Bedrock, which allows for all Generative AI data to remain within the same AWS environment as Hearsay Social data. This change provides enhanced data protection and reduces data exposure risk for Generative AI users. Within the AWS Bedrock environment, Generative AI post descriptions are now created using the Meta Llama 3 Large Language Model (LLM). The Generative AI user experience remains the same.

A link to the Meta Llama 3 Acceptable Use Policy has been added to several places within Hearsay desktop, including:

• Admin AI Settings section
• Generative AI Publisher workflow
• Generative AI Alternative Description workflow for admins

AI Settings policy link

Generative AI Publisher policy links

An additional Opt-in Status column has been added to the Sites Form Submissions table which displays each contact’s messaging consent status. The Opt-in Status column only appears for organizations that have enabled Sites and Relate. This update enhances Sites’ TCPA compliance and makes it easier to view a contact’s opt-in status.

New Opt-in Status column in the Form Submissions table

There are two new enhancements to the Contacts page:

Sort contacts by either first or last name

On the Contacts page, users can now sort contacts by last name, which is a more useful way to find and organize contacts. Previously, contacts were only sorted by first name. 

View only contacts that still require opt-in on the Contacts page

A new Show option on the Contacts page shows only the contacts that still need to opt-in to text messaging. This option includes contacts with a pending opt-in request and contacts who have never been sent an opt-in request. It is vital for compliance that contacts opt in to text messages prior to receiving communications, and this enhancement makes it easier to find contacts that haven’t yet completed this step.

To access the new option on the Contacts page, next to Show, click the down arrow and select Contacts Pending or Needing Opt-In.

Inbound and outbound voice calls in Relate can now be recorded. Voice-call recording helps review calls for compliance and quality assessment purposes.

If voice-call recording is enabled, an automated consent message plays when every call is answered. The recording begins if the call continues after the automated consent message has finished playing. When the call ends, Hearsay stores the recording as an mp3 file and initiates a time-stamped transcription process. After transcription, the mp3 and the transcript are sent to the organization’s compliance archive. The transcript is then processed by the organization’s lexicon check.  

The automated consent message is provided by Hearsay and can’t be changed. 

Hearsay stores recorded voice-call mp3s and transcripts for 30 days or the length of time specified in your data retention policy. 

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

Here's what to look for in the August 12th release.

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

Social

New Campaign Calendar for admins

Problem Solved: Currently, there is not a way for admins to visualize and schedule all their campaigns in one place, which makes it difficult to identify scheduling conflicts, cadence issues, and problematic post overlaps between campaigns.

Expected Value: Having a visual campaign planning tool helps admins more efficiently manage and plan dynamic campaign content over extended periods of time.

Expected Solution: A new Plan page for admins will provide a way to access helpful content planner tools. On the Plan page, the Campaign Calendar allows admins to view all the different campaigns and campaign posts together in a calendar view.

To access the Campaign Calendar, on the Administration side menu, click Plan.

In the Campaign Calendar, admins can toggle between a week view that shows individual campaign posts, and a month view that shows a high level overview of campaign timelines.  

Weekly view

Monthly view

In the weekly view, post “cards” appear to overlap when they’re scheduled on the same day, and days with four or more scheduled posts include a cover card with a summary. Clicking on a post card opens a pop-up modal that allows for quick scheduling changes for one or more of the overlapping posts.

Multiple scheduled posts, and post card cover

Pop-up scheduling modal

In the monthly view, admins can click on a day and a pop-up appears with a summary of campaign and post activity for that day. 

Monthly view with pop-up

Admins can filter the Campaign Calendar in the following three ways:

• Hierarchy: Display only campaign and campaign content for selected hierarchy and/or region.
• Campaign: Display only the selected campaigns.
• Campaign Posts: Display only campaign posts that meet the desired criteria, similar to the Post Library filter.

Filter by campaign modal

To see the calendar schedule for a campaign from the Campaigns page, in the Edit drop down, click the new See in Campaign Calendar option.

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

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PLATFORM

New Additional Information field on the Contacts page

Problem Solved: There isn’t a place to store miscellaneous and contextual data about a contact.

Expected Value: Contextual information can help with having more meaningful conversations when communicating with a client.

Expected Solution: A new field Additional Information with a 1,000 character limit will be added to the contact drawer, under Contact Information.

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

New Hearsay domain will require a firewall update

Hearsay is will begin using a new domain hearsayplatform.com later this year. To prevent connectivity disruptions, please add the new domain to your organization’s firewall allowlist by September 30th, 2024. 

To see a complete list of domains, see Allowlist domains and IP Address.

Who is impacted: Customer IT
Archiving and Compliance Implications: N/A
Availability: All organizations.

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Data & Analytics

New Users' Email Subscription Settings Report shows user notification configurations

Problem Solved: Currently, admins can’t see whether users have certain notifications enabled, like campaign notifications or suggested content email reminders. The lack of visibility makes it difficult for admins to gauge the effectiveness and usage of the notification and its contents.

Expected Value: Having full oversight into what notifications users are getting supports training and enablement efforts and helps to better understand the relationship between user activity and notifications. 

Expected Solution: A new Users' Email Subscription Setting Report provides a snapshot of whether each user has the most critical notifications enabled or disabled in their User Settings. The report can be filtered by hierarchy, but not by date. 

The report includes the following fields:

• User ID
• User Name
• WS ID list
• Hierarchy Path
• User Email
• Post Reminder
• Dynamic Campaign Reminder
• Webinars
• Suggested Content
• Post Notification Denials
• New Campaigns
• Action List New Card Notification
• Reauthorization Notification

 

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

Get a more informative notification when downloading a report

Problem Solved: Currently, the report download popup message is unclear. The popup gives admins a warning not to close the window or the report will not be downloaded. However, admins can still download the report from the Download History tab even if the window is closed. 

Expected Value: Including information about where to go to access the downloaded report allows admins to continue doing other things in Hearsay Desktop without worrying about losing their report. 

Expected Solution: A new notification at the top of the page will replace the popup. The notification includes the clearer and more informative message “Stay on this page to download the report to your computer, or access the report later in your Download History”.

Who is impacted: All Admin users using Report Download
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Breakdown by Workspaces Report and Breakdown by Social Account Report now show aggregate number of clicks

Problem Solved: There is not a way for admins to view aggregated clicks per workspace in one place.

Expected Value: Being able to access aggregated clicks by workspace saves admins time by not having to manually manipulate reports. 

Expected Solution: The Breakdown by Workspaces Report will have the following new columns:

• Number of Clicks - Facebook
• Number of Clicks - LinkedIn
• Number of Clicks - Twitter

In addition, the Breakdown by Social Account Report will have a new Number of Clicks column that shows the total number of clicks for each social account.

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

Users and admins can now see a preview of PDFs that are attached to suggested posts. The preview shows the first page of the PDF and is visible in the admin Suggested Post Library and Publisher, and the user Post Library. PDF previews allow for a more accessible and modern user experience.

Suggested Post Publisher PDF preview 

Suggested Post Library PDF preview

Post Library Publisher PDF preview

Post Library PDF preview

The All Caught Up message on the Home screen has been replaced with clearer language. Previously, the All Caught Up language caused confusion for Relate users because unread texts and missed calls only appear in recommended actions if they are at least 24 hours old. Users have to go to the Conversations tab to view the most accurate and recent information about unread texts and missed calls. The new language includes the verbiage No new recommended actions, and additional context is added depending on whether the user is a Relate user or Social only, and whether they are on Android or iOS.

To get the updated Home screen language, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported iOS or Android device.

Relate

Android users are directed to navigate to their messages and calls to check for new items. 

iOS users can tap New Item to open a list of shortcuts to different Relate or Relate and Social activities.

Social only

Android users can navigate to other parts of the app. 

iOS users can tap New Item to open a list of shortcuts to different Social activities. 

Hide the “Prospect” contact type 

To help users remain compliant with ever-changing state laws, organizations can now remove the Prospect contact type when creating or editing a contact, and remove the Prospect contact category from search filters on the Contacts page. This applies to both Hearsay Desktop and Hearsay Mobile.

We recommend organizations update their CRM to exclude the Prospect contact type prior to enabling this feature. After it is enabled, new Prospect contacts will be rejected and existing Prospect contacts will automatically be changed to the contact type Other. 

This feature can be enabled at the workspace hierarchy level by contacting Support at support@hearsaycorp.com with the subject line “Hide Prospect contact type, July, 2024”. 

Disable the "Add New Contact" button at the hierarchy level

Organizations that use a CRM often grey out the Add New Contact button because contacts are synced with the CRM and not added manually. However, not every workspace or region within an organization always uses a CRM. Now, the Add New Contact button can be disabled on the hierarchy level, allowing for more fine-tuned control over feature access by different workspaces. Previously, the option to disable the button was only available on the org level. 

This feature can be enabled at the workspace hierarchy level by contacting Support at support@hearsaycorp.com with the subject line “Disable the Add New Contact button by hierarchy, July 2024”. Include the names of the hierarchies in the email.

Here's what's in the June 24th release:

Social

• LinkedIn background photo support 🔷

Platform

• The Message Archive page has been removed 🔷

Data & Analytics

• LinkedIn reposts and Facebook shares added to Post All Data Report
• Instagram and Twitter impression metrics added to the Breakdown by Workspaces Report
• Last authentication date for social media accounts added to the Account Directory Report
• Actions filter added to the Relate Insights dashboard

🔷 Sandbox preview available

Social

LinkedIn background photo support

Users can now update LinkedIn background (cover) photos via Hearsay and Hearsay can crawl for background photos updated via LinkedIn, enhancing compliance and profile management functionalities for connected LinkedIn accounts.

In Hearsay, add a LinkedIn background photo by doing the following:

1. On the My Profile page, next to the LinkedIn account, click Request Changes. 
2. Click +Add More Fields and select Background Photo. 

3. Next to Background Photo, click Choose File, then either upload a photo or browse suggested photos, depending on the organizational settings. 

   • Upload Photo - Select photo from your computer and send it for approval before it can appear on LinkedIn.
   • See Suggested Photos - Choose a pre-approved photo provided by an admin.
4. Click Submit Request.

If a user updates their background photo on LinkedIn, Hearsay crawls the LinkedIn account and creates an alert for the profile change. 

To enable users to manage their LinkedIn background photo via Hearsay, configure the following setting(s) in the Administration view:

1. In the side menu, click Settings, and on the Organizational Setting tab, scroll down to the Social Profiles section. 

2. Click LinkedIn Profile, then configure one or both of these settings, as needed:

   • Background Photo (For supervision) - If enabled, users can upload their own cover photos.
   • Background Photo (Library only) - If enabled, users can choose admin-uploaded pictures from the Cover Photo Library. See Suggested Profile Fields to learn more about how to upload suggested photos.

If both settings are disabled, users cannot see or manage LinkedIn background photos in Hearsay and Hearsay cannot crawl them on LinkedIn.

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

Update Background Photo in Profiles

Cover Photo Library

Admin settings 

Platform

The Message Archive page has been removed

The Message Archive page in the admin view has been removed due to a lack of usage. All of the information that was available in the Message Archive page is still 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.

A sandbox preview of the Administration view without the Message Archive page will be automatically enabled.

Data & Analytics

LinkedIn reposts and Facebook shares added to Post All Data Report

The Post All Data Report now includes a new Shared Posts field with TRUE/FALSE values. A YES appears on any of the following:

• A post shared by a connected Facebook Business Page.
• An instant repost made by a connected LinkedIn account.
• A “Repost with your thoughts” post made by a connected LinkedIn account. 

Previously, only LinkedIn “Repost with your thoughts” posts were reported, but Facebook shares and LinkedIn instant reposts were not reported.

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

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

The Breakdown by Workspaces Report now includes Instagram Impressions and Twitter Impressions fields, which show the number of impressions for the respective social media network during the reporting period. Access to impression metrics for different social media networks allows for more comprehensive workspace performance analysis. Previously, only Facebook impressions were reported. 

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

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

The Account Directory Report now includes a Last Authentication Date field, which shows the date the user last authenticated the respective social media account. Access to the last authentication date for social media accounts allows admins to give forewarning to users when they need to reauthenticate soon or risk the account being disconnected.

Actions filter added to the Relate Insights dashboard

Relate users with Actions enabled can now filter the Relate Insights dashboard to only show metrics specific to Actions contacts. The filter allows users to analyze conversation statistics, inbound/outbound text usage, and response times only for leads/contacts who were provisioned through Actions.

To view Actions-only conversations in the Insights Dashboard, under Filters, next to Relate Contacts, select Only Actions Contacts. The filter is not visible to Relate users who don’t have Actions.

Mobile users can now permanently or temporarily dismiss the Allow Contacts Access permission request card on the Home screen. While allowing Hearsay to access contacts helps users more seamlessly create conversations with their business contacts, some mobile users prefer not to grant access to contacts. The request card used to reappear on the Home screen even after it was dismissed.

If the user chooses to dismiss the card permanently, the card only reappears if they delete and reinstall the Hearsay Mobile app. If they dismiss it temporarily, it disappears for the current session and reappears next time they open the Hearsay Mobile app.

To enable the change, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported iOS or Android device.

New dismissal popup for Allow Contact Access