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.

Hearsay Mobile Android users can now view, reschedule, edit, and filter for scheduled activities from their mobile devices on the new Timeline page. The Timeline helps users avoid scheduling conflicts and cadence issues for Social and Relate activities. Previously, the page was only available to iOS users. 

Access the Timeline from the Home screen by tapping the calendar icon. Then, scroll through the scheduled activities or filter for Posts, Campaign, or Scheduled Messages. Tap on a scheduled message or post to review, edit, or unschedule it.

To learn more, see Managing Scheduled Activities From The Timeline. 

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

Calendar icon in the upper right of the Home screen

Timeline view

The X icon has replaced the Twitter icon in the following places in the Administration view, on the Create page:

• Post cards in the Suggested Post library 
• The Channel filter in the Suggested Post library 
• The Recommended Networks section on the Content+ subscription editing page

All existing functionalities remain the same. These changes are part of a larger effort to create better parity between the Hearsay and the supported social media networks. Similar updates will be rolled out to other parts of the Hearsay platform in the future.

Post cards with X icon

Channel filter

Recommended Networks section in Content+ tab

Workspace Templates are now available on Hearsay’s iOS and Android mobile apps, expanding their availability beyond Hearsay Desktop. Workspace Templates are created by specific users or teams, and are only available within the workspace where they’re created. This feature enables creating personalized text message templates.

Users can only create and manage Workspace Templates in Hearsay Desktop. After they’re created, Workspace Templates become available in the Hearsay Mobile apps. To use Workspace Templates on mobile, in the message composer, tap + and select Use a Message Template. Workspace Templates display under My Templates. When a user selects a template, it’s pasted in the message composer, where they can edit, send, or schedule it.

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable Workspace Templates” in the subject line. In the email, please add any relevant enablement details and any questions that you may have. After enablement, update to the latest version of Hearsay Mobile to access Workspace Templates.

Here's what to look for in the September 30th release.

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

Data & Analytics 

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

Problem Solved: Admins cannot easily quantify the marketing and distribution value Hearsay Social generates for their organization.

Expected Value: When admins can evaluate their organizational content based on the amount of money it generates, they can better optimize their organization’s content and publishing strategy. 

Expected Solution: A new Earned Media Value Dashboard translates the number of impressions and engagements for posts published through Hearsay Social into monetary values. Admins will be able to analyze the monetary value of posts based on the following attributes:

• Social media network - Facebook, LinkedIn, Instagram, X (Twitter)
• Media type - image, link, message, video
• Content type - original, modified, unmodified

In addition, admins will be able to adjust the default baseline value for a single impression, like, comment, share, or click. 

Admins can access the new Earned Media Value Dashboard on the Analyze page, in the Dashboards tab.

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

Track which Sites page a contact form came from

Problem Solved: When a website with has multiple pages, admins cannot track which page a contact form was submitted from.

Expected Value: Know which page a contact form was submitted from allows admins to measure and compare the performance of the different Sites pages. 

Expected Solution: The Contact Form Submission All Data Report will have a new Contact Form URL field, which shows the URL of the page the contact form was submitted from.

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

Platform 

Enhanced contact filtering

Problem Solved: There isn't a good way to filter for contacts, and finding the right contact or group of contacts in list of hundreds or thousands can be difficult. 

Expected Value: Being able to easily find contacts saves time and effort and better filtering allows users to identify and engage with specific contact segments, such as upcoming birthdays.

Expected Solution: The Contacts page will have more robust filtering options that enable users to query for more specific pieces of contact information both independently and in new combinations. Users will be able use these queries to form targeted contact lists for further communication. New options include things like opt-in status, contact types, upcoming birthdays, and preferred languages.

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

Automate multiple outreach messages and trigger notifications via outreach message templates

Actions can now send multiple automated outreach messages to contacts, saving users time. Previously, Actions could only send the initial outreach message and the user had to send subsequent outreach messages.  

Each automated outreach message uses a different message template, and the same message is not sent to a contact more than once during a configurable maximum 180 day suppression period. Automated outreach messages are not sent during Do Not Disturb times. 

In addition, organizations can now set up one global notification that is only triggered when certain message templates are sent, helping reduce the number of unnecessary user notifications. This new notification functionality replaces previous default notifications like periodic reminders, expiration reminders, and after call reminders.

Each organization can contact Hearsay to choose the text and variables to be included in the global notification, or use a default notification. Admins can define which message template(s) trigger the notification in the Administration view of Hearsay Desktop. 

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

Below are the changes to the Actions page of Hearsay Desktop that are related to these enhancements:

Contact Message Template tab

This tab now includes a Suppression time section for configuring the minimum number of days before any template can be reused for a contact. This has replaced the Action Flow Expiration section.

In the Default Message Template section, configure the toggle to indicate whether the template triggers a user notification. 

Action Flow Configuration tab

The Allow Advisors to Configure Action Notifications section has been removed. A new Daily Mail tab has been created to accommodate the daily mail configuration.

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

Texts sent through Actions now go to the contact phone number requested by the external system via the API call. Previously, messages only went to the phone number stored by Hearsay, even though the external system often has the most recent phone number. 

When Actions triggers a message to a phone number that only exists in the external system, Hearsay automatically adds 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 opens in Relate.

Workspace Templates allow individual workspace owners and delegates to create a custom library of text message templates. Unlike Organization Templates, which can only be created by administrators and are then made available for an entire organization, Workspace Templates are created by specific users or teams, and are only available within the workspace where they’re created. This feature decentralizes template creation, enhances personalization, maintains compliance, and saves time on message composition.

Once enabled, workspace owners and delegates can select My Templates in Hearsay Desktop’s side menu to begin creating and publishing message templates. After a template is published, it can be accessed by clicking Use a Message Template in the message composer. When a template is selected, it’s pasted into the message composer from where it can be edited, sent, or scheduled. 

Workspace Templates are initially only available on Hearsay Desktop. Each workspace can create up to 20 templates.

Learn how to create a Workspace Template.

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable Workspace Templates from the August 2024 Release” in the subject line. In the email, please add any questions that you may have.

Workspace Templates library in Hearsay Desktop

Create a Workspace Template

Use a Workspace Template

There are four new enhancements for Embedded Relate:

• Embedded Relate has upgraded to Salesforce’s Second-Generation Managed Package
• Use admin-created Message Templates in Embedded Relate
• Log in using your organization’s SSO
• Address Terms of Service changes in Embedded Relate

Embedded Relate has upgraded to Salesforce’s Second-Generation Managed Package

The latest version of Embedded Relate, which includes the new features mentioned below, has upgraded to Salesforce’s Second-Generation Managed Package. This upgrade provides a more flexible approach to organizing and distributing Embedded Relate, ultimately leading to greater scalability and maintainability. Organizations looking to update to the newest version will need to uninstall their current Embedded Relate package and install the new version. While this one-time process involves uninstallation and reinstallation, it paves the way for smoother future updates. Once this transition is complete, subsequent upgrades will be more seamless, eliminating the need for further uninstallation and reinstallation cycles.

Learn more about Embedded Relate’s installation process.

To update to the newest version of Embedded Relate, send an email to support@hearsaycorp.com and include “Update to the newest Embedded Relate package from the August 2024 Release” in the subject line. In the email, please ask any questions that you may have.

Use admin-created Message Templates in Embedded Relate

Admin-created message templates are available in Embedded Relate. A new Use a Message Template button in the message composer opens a pop-up with up to 20 message templates. When a template is selected, it’s pasted into the message composer from where the template can be edited, sent, or scheduled. Only administrators can create message templates, allowing them to create consistent messages that align with their organization's best practices, and helping reduce the time spent in creating repeated messages like meeting reminders or anniversary greetings. 

Learn how to create and manage message templates. 

This feature is off by default. To enable it, you will have to update to the latest version of Embedded Relate. Send an email to support@hearsaycorp.com and include “Use admin-created Message Templates in Embedded Relate from the August 2024 release” in the subject line to get started. In the email, please include any questions that you may have.

Log in using your organization’s SSO

Users can now log in to Embedded Relate in Salesforce with their organization’s SSO. The legacy login method of entering your email and getting an access code from Hearsay Desktop will continue to be supported. Admins can disable this legacy login method in Embedded Relate’s Hearsay Admin settings, and make SSO the only option available for their organizations.

Learn about logging in to Embedded Relate. 

This feature is off by default. To enable it, you will have to update to the latest version of Embedded Relate. Send an email to support@hearsaycorp.com and include “Enable SSO Login for Embedded Relate from the August 2024 Release” in the subject line to learn more and get started. In the email, please add your Salesforce domain address, as well as any questions that you may have.

SSO login and the legacy “Log in with email address” option in Embedded Relate for Salesforce

Admin setting for enabling the legacy “Log in with email” option

Address Terms of Service changes in Embedded Relate

Users can now accept Terms of Service changes in the Embedded Relate widget in Salesforce. In the event of Terms of Service change, users will be blocked from sending or viewing messages in Embedded Relate. Instead, they will be able to review and accept the new Terms of Services. To accept the new Terms of Services, first click Review and Accept in Embedded Relate. Then, scroll to the bottom of the Terms of Service, select the acknowledgement check-box, and click Accept. 

Previously, if there were any Terms of Service changes, users had to log in to Hearsay Desktop to accept the changes. With this update, we have created a smoother experience in Embedded Relate, allowing users to continue to do their work in Salesforce, without having to context-switch.

This feature is off by default. To enable it, you will have to update to the latest version of Embedded Relate. Send an email to support@hearsaycorp.com and include “Address Terms of Service changes in Embedded Relate from the August 2024 release” in the subject line to learn more and get started. In the email, please include any questions that you may have.

Review and accept Terms of Service changes in Embedded Relate

Option to accept Terms of Service changes only becomes available after scrolling all the way down

Hearsay Mobile iOS users can now view, reschedule, edit, and filter for scheduled activities from their mobile devices on the new Timeline page. The Timeline helps users avoid scheduling conflicts and cadence issues. For example, a Social user can quickly check if any of their posts are scheduled to publish around the same time as a campaign post and adjust scheduling if needed. A Relate user can reschedule or cancel text reminders quickly and easily. 

Users with Relate and Social can see all their post, campaign post, and text message activities together in the Timeline. Relate only or Social only users only see activities associated with their product access.

To access the Timeline, tap the calendar icon on the Home page. Then, scroll through the scheduled activities or filter for Posts, Campaign or Scheduled Messages. Tap on a scheduled message or post to review, edit, or unschedule it.

Scheduled posts and messages in the Timeline

Timeline filters

Viewing a scheduled message from the Timeline

The Timeline is not yet available on Android devices. Android users can still access scheduled posts and messages from the Conversations and Post Library tabs until the feature becomes available in a future release.

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