It's now possible to designate a primary contact, or head of household, in Relate messages in Hearsay Desktop and Mobile. Designating a primary contact makes it easier to manage conversations and avoid confusion when handling multiple contacts for a single phone number. If there is a primary contact for a phone number, the name of the designated primary contact always appears first in the conversation header, and any secondary contacts appear in parentheses in alphabetical order. For example, William Tell (maybe: Rosalina Tell). 

Example primary contact and secondary contact on Hearsay Desktop

If multiple primary contacts share the same phone number, all of them are listed in alphabetical order outside of parentheses in the conversation header. For example, William Tell, Rosalina Tell (maybe: Morgan Tell). 

If there is no primary contact designated for a phone number, the system automatically lists the contact names alphabetically.

Note: To add, edit, or view the primary contact, you must contact Hearsay via your Customer Success Manager. At this time, there is no option to change the primary contact in the Hearsay application. This feature is available for customers with a CRM integration, like Salesforce. 

This feature is off by default. To enable it, please contact your Customer Success Manager.