In order to provide a smoother and more intuitive user experience, the Publishers in the admin Suggested Post Library and user Post Library have been enhanced with the following terminology updates and feature changes:

• Description is now called Post Text throughout both Publishers.
• Alternate Description is now called Alternative Post Text or Alternative Text in the admin Suggested Post Library Publisher.
• Placeholder text, section titles, and section descriptions have been updated with new, cleaner copy that reflects terminology changes in both Publishers.
• The attachment options in the Post Text box are now in their own Attachments section above the Post Text box in both Publishers.
• The Modification of Post drop down now sorts options in a list with explanations for each option in the admin Suggested Post Library.

Terminology changes

New Attachments section

The Hearsay Mobile settings have been updated with a more modern look and a simplified layout. These updates are cosmetic only and don’t include any functionality or navigational changes. Access the settings from the Home page by tapping the gear icon in the upper right of the screen. 

To get the new settings page, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported iOS or Android device.

Here's what's in the April 2nd release:

Social 

• Manage and synchronize Listings between Hearsay and Yext
• Search for posts by tag

Relate

• Receive push upgrades for Embedded Relate with every new release
• Hearsay Conversations widget replaces Notifications in the Salesforce Utility Bar
• Disable Salesforce record creation in Embedded Relate

Platform 

• Create notes and tasks in a contact’s record

Data & Analytics 

• Social KPI Scorecard provides Social program metrics
• Last Opt-out Date added to the Actions Template Message Report
• Previous token expiry date added to the Account Directory Report
• Identify workspaces by reference ID in the Breakdown by Relate Workspaces Report

Social 

Manage and synchronize Listings between Hearsay and Yext

The Hearsay/Yext Listings Integration is now available for Hearsay workspaces, enabling customers who have both Hearsay and Yext to manage and sync hours, address, and social profile data between the two systems. With this data in Yext, Hearsay users can ensure consistency and accuracy with publishers across the network, like Google and Bing, and on their location pages. 

By default, this integration syncs the following data between Hearsay workspace profiles and the Yext Knowledge Graph:

Syncs Hearsay Social Links (FB/X/LinkedIn) data from Hearsay to Yext 

• Financial Professional Entities
• LinkedIn URL
• Facebook Page URL
• X Handle

Syncs address and hours data on Financial Professional entities in Yext to Hearsay

• Name
• Address
• City
• Region
• Postal Code
• Country Code
• Opening Hours

Syncs hours updates made in Hearsay to Yext Financial Professional entities

• Opening Hours

To accommodate the types of data available for synching, customers with this integration also have access to new workspace profile fields on the Workspace Settings page, such as address and opening hours.

To get the integration, see the Hearsay/Yext Listings Integration documentation in the Hearsay Help Center. 

For more information about Listings, visit the Yext Listings Help Center.

This integration requires both Hearsay Social and Yext Listings. To get Listings, or for help installing the integration, please reach out to your Customer Success Manager.

Integration app in the Yext console

Search for posts by tag

Users and admins can now search for specific tags in the Post Library and the Suggested Posts Library, making it easier to find posts related to specific topics more quickly. 

To search by tag, enter the name of the tag in the search bar. The search results then display all posts associated with that tag.

Relate

Receive push upgrades for Embedded Relate with every new release

Organizations can now opt to receive automatic push upgrades to the latest version of Embedded Relate managed package in their sandbox and/or production environments. This eliminates manual upgrades and ensures immediate access to new features and bug fixes.

Contact your Customer Success Manager with your Salesforce Organization ID, Organization name, and Instance to enable push upgrades. 

Hearsay Conversations widget replaces Notifications in the Salesforce Utility Bar

The Salesforce Utility Bar now features the Hearsay Conversations widget, replacing the previous notifications component. In addition to providing real-time alerts when messages arrive, the Hearsay Conversation widget adds:

• Enhanced message filtering capabilities
• Improved conversation navigation

Organizations are strongly recommended to update their Salesforce Utility Bar to Hearsay Conversations because the legacy notifications component won’t receive any further updates.

To access this feature, use this link to upgrade to the latest version of the Embedded Relate managed package. Learn how to upgrade.

After upgrading, organizations with highly customized Salesforce instances can manually add Hearsay Conversations to the Salesforce Utility Bar by following these steps:  

1. In Salesforce’s Setup, go to the App Manager
2. Click the Edit drop down icon (the downward triangle) in the final column for the app where you’d like to add the Conversations utility custom component
3. Click Utility Items, then Add Utility Item
4. Select the Hearsay Conversations custom component

5. Input these recommended settings:

   • Label: Hearsay Conversations
   • Icon: notification
   • Panel Width: 700
   • Panel Height: 710
   • Start automatically: checked
6. Click Save

Hearsay Conversations in the Salesforce Utility Bar showing an unread message alert

Expanded view of Hearsay Conversations in the Salesforce Utility Bar

Disable Salesforce record creation in Embedded Relate

Admins can now prevent users from creating new Salesforce records through Embedded Relate’s Conversation widget. When Salesforce record creation in Embedded Relate is disabled, this restriction:

• Blocks responses to messages from phone numbers not associated with existing Salesforce records
• Shows users a message preview from unassociated numbers, but only allows them to mark as spam or hide the conversation
• Only applies to the Hearsay Conversations widget and doesn’t affect record creation in non-Hearsay Salesforce interfaces or Hearsay Web/Mobile

By default, Salesforce record creation in Embedded Relate is enabled. Admins can disable Salesforce record creation in Embedded Relate by going to Hearsay Settings and switching the Enable record creation toggle.

To access this feature, use this link to upgrade to the latest version of the Embedded Relate managed package. Learn how to upgrade.

Preview for message received from unassociated number. Note that Salesforce record creation is disabled.

Admin setting for changing Salesforce record creation permission

Platform

Create notes and tasks in a contact’s record

To help keep track of important details from interactions with your contacts, you can now enter and view notes or create tasks within a contact record. Notes and tasks appear in a timeline format so you can see the progression of ongoing work with the contact, sorted by most recent. 

To add a new note or task for a contact on the Contacts page:

1. Click on the record for the contact that requires a note.
2. In the contact’s information panel, click the Notes tab. Here you can see a reverse chronological list of all the existing notes and tasks for the contact and mark tasks as completed.
3. Click Add New, then use the toggle to indicate whether it is a note or a task.
4. Write the details of the note or task and click Add Entry.

A yellow icon appears on records that have uncompleted tasks. To complete a task, open the Notes tab, then find the task and check Completed.

Notes tab

New note or task entry

Task with the Completed checkbox

Contact record with uncompleted task

Data & Analytics

Social KPI Scorecard provides Social program metrics

A new Social KPI Scorecard provides monthly aggregates and month-over-month comparisons of data that helps better understand your Social program performance. The Social KPI Scorecard can be filtered by month and hierarchy and includes the following metrics:

Program Reach

• Workspaces Publishing in Report Month
• Social Connections
• Connected Social Accounts by Network
• Distribution of Social Connections

Performance by Network

• Published Posts
• Content Engagements
• Content Engagement Rate
• Published Posts by Network
• Content Engagement by Network
• Content Engagement Rate by Network
• Performance by Network

Performance by Content Type

• Published Posts by Content Type
• Engagements by Content Type
• Engagement Rate by Content Type

Suggested Content Performance

• Total Suggested Content Items
• New Suggested Content Items
• Suggested Content Published Posts
• Suggested Content Engagements
• Suggested Content Engagement Rate

Original Content Performance

• Original Content Published Posts
• Original Content Engagements
• Original Content Engagement Rate

Campaign Adoption

• Dynamic Campaigns Live
• Dynamic Campaigns Released
• Percentage of Workspaces Subscribed to Dynamic Campaigns
• Workspaces Subscribed to Dynamic Campaigns
• Percentage of Workspaces Published from Dynamic Campaigns
• Top Dynamic Campaigns by Subscribers
• Most Published Dynamic Campaigns
• Most Engaging Dynamic Campaigns

Tag Performance

• Top Tags by Published Posts
• Top Tags by Engagements

To access the Social KPI Scorecard: 

1. In the admin side menu, select Analyze 
2. Under Dashboards - General, select Social KPI Scorecard

Social KPI Scorecard

Last Opt-out Date added to the Actions Template Message Report

A new Last Opt-out Date field is added to the Actions Template Message Report. This field shows the date and time when a contact opted out after receiving an Actions Template message, helping verify if the opt-out was in response to a recent template message.

Last Opt-out Date in the Actions Template Message Report

Previous token expiry date added to the Account Directory Report

A new Previous Token Expired field in the Account Directory Report displays token expiration dates, helping admins identify when the previous token had expired and warn users with an estimated expiration date of the current token.

Previous Token Expired field in the Account Directory Report

Identify workspaces by reference ID in the Breakdown by Relate Workspaces Report

A new Workspace Reference ID field in the Breakdown by Relate Workspaces Report maps workspace IDs and Reference IDs, enabling admins to pivot and aggregate workspace metrics around reference IDs.

Workspace Reference ID field in the Breakdown by Relate Workspaces Report

Check out two new Hearsay Mobile enhancements for Android users:

• Out of Office Responses
• The Post Library is now called Posts 

Out of Office Responses are now available for Android mobile devices

The Out of Office Automatic Response feature for Relate is now available for Hearsay Mobile and Hearsay for Intune Android users. With Out of Office Responses, users can manage communications and maintain relationships with contacts during absences. 

To set your Out of Office Response: 

1. On the Home screen, tap Settings, then Out of Office. 
2. Toggle the Automatic Replies setting to On. 
3. Optional Check the box to send all Relate calls to voicemail.
4. Write an out of office message, then tap Save.

When an Out of Office Response is enabled, a banner appears on your screen to inform you automatic replies are turned on. To end your Out of Office Responses, tap End out of office in the banner. 

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

The Post Library is now called Posts on Android mobile devices

To provide a better user experience on smaller mobile screens and to help with language translations, the Post Library tab has been changed to just Posts in the Hearsay Mobile and Hearsay for Intune apps for Android devices.

To see the new Posts label, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported Android device. 

Due to X (Twitter) API limitations, Hearsay cannot effectively display replies to published X posts in the platform. To avoid confusion and ensure unusable features are not visible, the Replies button has been removed from all X posts on the Respond page.

Respond page with Replies button removed

Check out two new Hearsay Mobile enhancements for iOS users:

• Out of Office Responses
• The Post Library is now called Posts 

Out of Office Responses are now available for iOS mobile devices

The Out of Office Automatic Response feature for Relate is now available for Hearsay Mobile and Hearsay for Intune iOS users. With Out of Office Responses, users can manage communications and maintain relationships with contacts during absences. 

To set your Out of Office Response: 

1. On the Home screen, tap Settings, then Out of Office. 
2. Toggle the Automatic Replies setting to On. 
3. Optional Check the box to send all Relate calls to voicemail.
4. Write an out of office message, then tap Save.

When an Out of Office Response is enabled, a banner appears on your screen to inform you automatic replies are turned on. To end your Out of Office Responses, tap End out of office in the banner. 

To get out of office replies, update to the latest version of Hearsay Mobile or Hearsay for Intune on a supported iOS device. Android users will be able to access this feature in a later release. 

The Post Library is now called Posts on iOS mobile devices

To provide a better user experience on smaller mobile screens, the Post Library tab has been changed to just Posts in the Hearsay Mobile and Hearsay for Intune apps for iOS devices.

Here's what's in the February 19th release:

Social

• Workspace and user settings have been enhanced and relocated
• Allow publishing for workspace owners only
• Admins can no longer use mentions and alternative descriptions in the same post

Relate 

• Onboard new users in Embedded Relate for Salesforce
• New Firstname and Lastname fields for mapping Objects in Embedded Relate for Salesforce
• Automatically resend Relate invitations to new users

Compliance

• Get alerts for two new PII categories

Data & Analytics

• View Hearsay Actions performance metrics in the Actions Template Messages - All Data Report
• Get AI-powered recommendations in the Suggested Content Performance Report
• Expanded view and multi-CSV export added to the Earned Media Value Dashboard
• View the number of pictures published in a post and links to the pictures in the Post All Data and Suggested Content Performance Reports
• Links to published videos added to the Post All Data and Suggested Content Performance Reports
• Message timestamps added to Private Messages - All Data Report

Social

Workspace and user settings have been enhanced and relocated

Workspace and user settings have been enhanced and relocated in order to simplify the user experience and enable users to more easily locate relevant settings.

Previously, the Workspace Settings and User Settings pages were under the Settings menu. Now, both pages are in the profile picture drop down menu. 

New navigation

Workspace Settings

Most of the information about the workspace owner is now managed from the Workspace Settings page, which consists of the following tabs:

• General - See basic workspace data, like the workspace name.
• Members - Manage workspace members and invites. 
• Accounts - See a list of all the social media accounts connected to the workspace. 

General tab

Members tab

Accounts tab

My User Settings

The information on the My User Settings page is related to the individual user experience in the Hearsay Platform and not business or professional information. The page consists of the following tabs:

• My Information - View and update your name and email address.
• Preferences - Configure the default homepage, language, and timezone.
• Devices - Manage mobile devices connections for Hearsay Mobile or Relate. This page also contains details about Salesforce Embedded Relate integrations. 
• Email Subscriptions - Select and deselect which Hearsay-related emails you’re subscribed to.

My Information tab

Preferences tab

Devices tab

Email Subscriptions tab

Allow publishing for workspace owners only

To minimize risk and provide more control over content management within a workspace, admins can now configure a setting that allows only workspace owners to publish or schedule posts and manage campaign subscriptions on Hearsay Desktop. This new setting can be applied at the hierarchy level.

Note: This setting only applies to Hearsay Desktop. If enabled, non-owner workspace members can still publish and schedule posts or manage campaign content via Hearsay Mobile.

To configure this setting in the Administrative view:

1. In the side menu, click Settings, and under Organizational Settings, click the Workspace tab.
2. Optional Select a hierarchy. 
3. Configure the setting Allow only workspace owners to publish content and manage campaign subscriptions.
   • Disabled (default) - All workspace members within the selected hierarchy can publish and schedule posts or subscribe to campaigns.
   • Enabled - Only workspace owners in the selected hierarchy can publish and schedule posts or subscribe to campaigns.

If this feature is enabled, non-owner workspace members see a banner message on the Campaigns page and their publishing functionalities are disabled.

Grayed out, disabled Publisher for non-owner

Campaigns page banner for non-owner

Admins can no longer use mentions and alternative descriptions in the same post

Previously, when using the admin mention feature in a post with an alternative description, the mentions would disappear or would appear in the alternative description instead. To avoid publishing issues, admins are now blocked from using both a mention and an alternative description in the same post. An error message appears for the following three scenarios:

• An admin tries to add an alternative description to a post that already contains a mention. 
  
• An admin tries to add a mention to a post that already contains an alternative description. 
  
• An existing post has both an alternative description and a mention and the admin must remove one in order to continue publishing the post. 
  

Relate

Onboard new users in Embedded Relate for Salesforce

New users can complete the entire onboarding flow in the Embedded Relate widget, enabling them to accept Hearsay’s Terms of Service, select their business number based on their preferred area code, and begin texting without leaving Salesforce. Read about the Embedded Relate onboarding flow.

Before onboarding new users in Embedded Relate, organizations must make SSO their only login option.

To onboard new users, you’ll need to update to the latest version of the HearsayForSalesforce managed package. Your Customer Success Manager will share the update link with you via email within the coming weeks. Learn how to update.

New User Onboarding in Embedded Relate for Salesforce

New Firstname and Lastname fields for mapping Objects in Embedded Relate for Salesforce

Admins can optionally include Firstname and Lastname fields when mapping Objects in Embedded Relate, enabling users to better distinguish between contacts. 

To access these new fields, you’ll need to update to the latest version of the HearsayForSalesforce managed package. Your Customer Success Manager will share the update link with you via email within the coming weeks. Learn how to update.

New Firstname and Lastname fields for mapping Objects

Automatically resend Relate invitations to new users

Relate invitations are automatically resent every 28 days to users who haven’t created their account. A system task runs daily to calculate if 28 days have passed since the last invitation was sent, and sends a new invitation email to eligible users. By automating the invitation reminder process, organizations can increase Relate’s adoption and better address compliance needs.

To enable this feature, please contact Support at support@hearsaycorp.com with the email titled "Automatically resend Relate invitations - February 2025". 

Compliance

Get alerts for two new PII categories 

Two new PII detection categories have been added, which allow admins to better control privacy settings and protect organizations from the risks of sharing sensitive information. 

The two new categories are Secure Identification PII and Car & Driver PII, which include the following PII types:

Secure Identification PII

• SSN
• US Individual Tax ID
• Passport Number
• UK National Insurance Number
• UK Unique Taxpayer Reference Number 
• CA Heath Number 
• CA Social Insurance Number

Car & Driver PII

• Vehicle Identification Number
• License Plat Number 
• Driver ID/Driver’s License Number

When enabled, Hearsay generates an Alert in Supervision any time we detect that a string of text matches the pattern of one of these PII types.

To enable detection for these PII categories in the Administrative view:

1. On the side menu, click Settings, an under Organizational Settings, click the Lexicon tab. 
2. Near the bottom of the page, enable the Secure Identification PII detection or Driver & Car PII detection settings. 

Data & Analytics 

View Hearsay Actions performance metrics in the Actions Template Messages - All Data Report

A new Actions Template Messages - All Data Report is available, providing important Hearsay Actions performance metrics. This report contains the following fields:

• Workspace ID 
• Workspace Name 
• Workspace Reference ID 
• Workspace Owner ID 
• Workspace Owner Name 
• Hierarchy 
• Customer Phone Number 
• Message Date 
• Template ID 
• Template Name 
• Successful Delivery 
• Failed Delivery Error Context 
• Action Flow Source 
• First Opt-out Date 
• First Customer Response Date 
• First Agent Response Rate 
• First Agent Response time (in seconds) 
• Responding Agent User ID

Actions Template Messages - All Data Report

Get AI-powered recommendations in the Suggested Content Performance Report

In the Suggested Content Performance Report, a new Improve your suggested content strategy using AI section provides:

• A summary and analysis of your content library usage and performance 
• Actionable content strategy recommendations to boost engagement.

Click Generate insight with AI to get personalized insights. Generate one insight daily and share your feedback by rating the recommendations.

Improve your suggested content strategy using AI section in the Suggested Content Performance Report

Expanded view and multi-CSV export added to the Earned Media Value Dashboard

The Earned Media Value Dashboard’s Posts and Campaigns section now shows all posts and campaigns alongside their earned media value. Previously, only the top 5 posts and campaigns were shown. 

If the dashboard is exported as a CSV, each section of the dashboard will be downloaded as a separate file, and all the values will reflect the custom earned media values inputted.  

Posts and Campaigns in the Earned Media Value Dashboard

View the number of pictures published in a post and links to the pictures in the Post All Data and Suggested Content Performance Reports 

The Post All Data and the Suggested Content Performance Reports have a new Number of Pictures field that shows the number of pictures published in a post. The Published Picture field in these reports now contains the links to these pictures. 

Links to published videos added to the Post All Data and Suggested Content Performance Reports  

The Post All Data and the Suggested Content Performance Reports have a new Published Video field that contains links to videos published in posts. 

Message timestamps added to Private Messages - All Data Report

The Private Messages - All Data Report has a new Date/Time field that shows the exact date and time a private message was sent or received. Previously, only the message date was shown.

A new filter option in the Suggested Post Library enables admins to view only posts that are NOT set to Campaign Only. Previously, there was a filter option for including just Campaign Only posts, but no filter option to exclude them. In addition, the filter defaults to a new All option that shows all posts regardless of whether they are in a campaign or not.

New All and Exclude Campaign Only Posts filter options

This Recommended Times algorithm has been updated to account for factors like holidays, timezones, network, and content type. This allows for users to get more relevant timing recommendations when scheduling posts. Because of the much improved recommendations, the Recommended Times option is now the default option when scheduling posts, but users can still choose to schedule the post manually. 

In addition, the Recommended Times section now contains additional features that improve the user experience. Instead of one recommended time for all networks, users get three different recommended times for each social media network. Users can also reschedule a post to be published on different dates, times, and social media networks. 

New Recommended Times section with three options for each network

Improved rescheduling allows for date, time, and network adjustments

Attestation text can now appear when a user uploads a video or GIF, requiring the user to confirm they own or have permission to share the video or GIF. Previously, this feature was only available for photos. Attestation builds trust and helps prevent misuse or unauthorized content sharing.

Example attestation