Here's what to look for in the February 13th release.

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

RELATE

Access LinkedIn direct messages via Relate

Problem Solved: Agents/advisors aren’t able to access LinkedIn direct messages on Relate. 

Expected Value: Integrating LinkedIn direct messages with Relate will allow agents/advisors to access direct messages using Relate, providing a better unified direct messaging experience on the Relate platform.

Expected Solution: Agents/advisors will be able to send and receive LinkedIn direct messages on Relate. In order to port/view LinkedIn conversations in Relate there must first be an existing conversation in LinkedIn, i.e. the user has sent or received at least one private message to/from another person on LinkedIn.

To enable this feature, please contact your Customer Success Manager. 

Who is impacted: Advisor/Agent, Client, Program Admin 

Archiving and Compliance Implications: N/A

Availability: Will be off for all organizations, but can be turned on by contacting your Customer Success Manager. This feature is only available for users with both Hearsay Social and Hearsay Relate enabled.

Sending contact cards does not require MMS to be enabled 

Problem Solved: Some organizations have disabled multimedia messaging service (MMS), which blocks users from sending new contact cards through Relate. 

Expected Value: Relate users will be able to send contact cards without enabling MMS, allowing all organizations to send contact cards seamlessly.

Expected Solution: Agents/advisors will be able to send contact cards, including any logos or thumbnail images, without enabling MMS.

To enable this feature, contact your Customer Success Manager.

Who is impacted: Advisor/Agent, Client

Archiving and Compliance Implications: N/A

Availability: Will be off for all organizations, but can be turned on by contacting your Customer Success Manager.

Twelve additional countries getting local phone number support 

Problem Solved: Relate has limited support in the international market, leaving users in many countries without access to a local phone number for compliant texting and calling. 

Expected Value: Productivity in international teams will increase because agents and advisors in additional countries will be able to communicate with prospects and clients in their local market in a compliant, timely, and effective manner.

Expected Solution: As the second part of our continued effort to expand Relate access globally, we will add local phone number provisioning support for the following countries that were previously not supported:

• China
• India
• Ireland
• Japan
• Luxembourg
• Philippines
• Singapore
• South Korea
• Sweden
• Taiwan
• United Arab Emirates
• Vietnam

To enable this feature, contact your Customer Success Manager.

Who is impacted: Advisor/Agent, Client, Compliance Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: Will be off for all organizations, but can be turned on by contacting your Customer Success Manager.

Actions

Policy ID support in Actions 

Problem Solved: Currently, a single Actions workflow can be active at a time for each contact, and only when the current workflow is closed can a new one be opened. In some use cases, like for a policy renewal, a contact might have multiple policies expiring on the same day or week, but there isn’t a way for an agent/advisor to have a renewal request workflow active for each policy simultaneously.

Expected Value: Agents/advisors will be able to run parallel Lead and Client Action workflows at the same time for a single contact.

Expected Solution: Contact IDs will be paired with Policy IDs to trigger Actions from the Actions API. Each new ContactID/PolicyID pair will trigger a separate event and start a new Actions workflow. If an existing ContactID/PolicyID pair receives multiple triggers for an active workflow, Actions doesn't start a new operation. 

If only a Contact ID is included in the event, the Actions workflow will continue to work as it has in the past.

Who is impacted: Advisor/Agent, Client, Program Admin, Integrator

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.

Mobile

Unified Mobile Homepage 

Problem Solved: There isn’t a central place in the mobile app to see and prioritize tasks in order to maintain strong client relationships and social engagement. There’s also not a streamlined way to effectively use Social and Relate together.

Expected Value: Introducing a set of suggested activities on the homepage will prompt users to reply back to texts and calls more often, post more engaging content to their social networks, onboard onto the mobile app more easily, and capture client phone numbers shared via LinkedIn DMs and respond by text or call.

Expected Solution: The Unified Mobile Homepage is moving from the beta stage into production, and is part of an effort to repurpose the current Hearsay Relate app into a unified Hearsay Mobile app. The Relate app homepage will include the new onboarding experience as well as missed calls, missed texts, engaging content, campaign content, and LinkedIn messages with phone numbers detected in them. A user will only see the actions for the products they have permissions to use. For example, if the user does not have Social enabled they will not see the section for posting engaging content.

Who is impacted: Advisor/Agent, Client, Marketing Admin, Program Admin.

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.
 

Unified Mobile Onboarding and Authentication 

Problem Solved: Authentication and onboarding in the current Relate app is currently for Relate users only. As part of an effort to create a unified app from the current Relate app, the onboarding experience has to be updated to allow Social only and Social + Relate users to onboard and authenticate in the app. The current Relate onboarding experience on mobile also requires the user to take many sequential onboarding steps before gaining access to the app, which makes it more likely the user won’t complete the onboarding process.

Expected Value: A simplified onboarding and authentication experience for mobile users regardless of the product they’re using will make the onboarding experience more user friendly and allow users to get only the onboarding experience that pertains to them.

Expected Solution: The onboarding experience will no longer be a sequence of steps. Instead, users will access the app directly after authentication and complete onboarding for each activity as they do them. For example, if a Relate user wants to send a text for the first time and navigates to the Conversations tab, they will be presented with instructions for how to send and receive text messages. 

The new Unified Mobile Homepage experience, also included in this release, will display onboarding information and to-dos, in addition to other recommended actions.

Who is impacted: Advisor/Agent, Client, Compliance Admin, Marketing Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.

Platform

Desktop notifications appear in a drop-down list 

Problem Solved: Clicking on the notification bell in the desktop application opens a new tab, forcing users to switch between pages to view notifications.

Expected Value: Will enable users to view a list of current notifications without interrupting their workflow.

Expected Solution: After clicking on the notification bell in the desktop application, a scrollable drop down list of read and unread notifications from the past 30 days will appear below the bell icon. Clicking on an individual notification from the list will take the user to the corresponding page they need in order to attend to the activity in the notification. For example, clicking on a content suggestion notification will navigate to a page to publish the piece of content. Notifications will be marked “read” after the user either clicks on the notification or selects Mark all as Read. Read and unread notifications will be in different colors and users can toggle Unread Only to view only the notifications they haven’t read yet. A circular badge will still appear near the bell icon indicating that there are unread notifications.

 Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.

Data & Analytics

Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts

Problem Solved: There is no way to distinguish between engagements received from internal employees or competitors using Hearsay and all other engagements received from social media users without Hearsay accounts.

Expected Value: Administrators will be able to differentiate between engagements coming from their own company or competitors using Hearsay and all other engagements from social media users without Hearsay accounts. It is important to be able to make this difference because non-Hearsay engagements include those from prospective and current clients.

Expected Solution: This field will be added to the Engagement All Data report: 

• HS connected social account (yes/no).

 Who is impacted: Marketing Admin

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.

Review Invite Status report allows all admins to track their workspace invite statuses

Problem Solved: The Review Invite Status report only showed workspace invites to root admins with full access to all hierarchies, which barred other lower-level admins from seeing the invites that they sent out.

Expected Value: The updated solution improves reporting for Hearsay program management. All admins will be able to track their own workspace invite statuses.

Expected Solution: The Review Invite Status report is now filtered at the workspace hierarchy level, allowing admins to view invites sent to workspaces in their hierarchy level and lower.

 Who is impacted: Program Admin

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.

Sampled items marked (or flagged) in the Evidence of Supervision report

Problem Solved: The Evidence of Supervision report did not provide a way to distinguish between records collected from supervision alerts and records collected through random sampling.

Expected Value: Improve the compliance team’s efficiency by disclosing whether records were collected through supervision alerts or through random sampling. This allows compliance teams to evaluate if they are over-sampling and correspondingly change their activity.

Expected Solution: A new field will be added to the Evidence of Supervision report: 

• Sampled (yes/no)

Who is impacted: Compliance Admin

Archiving and Compliance Implications: N/A

Availability: Will be on for all organizations.