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

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

Actions

Automate multiple outreach messages and trigger notifications via outreach message templates

Problem Solved: Automated outreach is important to users because it saves time, but it is currently only available for the first message sent. Users have to manually type additional outreach messages themselves. In addition, sending multiple automated messages to a contact in the current notification system creates a lot of unnecessary notifications for the user, potentially burying more important and impactful notifications.

Expected Value: Users won’t have to manually type additional outreach messages after the first automated one is sent, saving time and providing information to contacts quickly and efficiently. Also, eliminating unimportant notifications for multiple messages allows users to focus on important messages related to outreach.

Expected Solution: Actions will be able to send multiple automated outreach messages to contacts on behalf of users. Each automated message will use a different message template, and the same message will not be sent to a contact more than once during a configurable maximum 180 day suppression period. Automated messages will not be sent during Do Not Disturb times. 

To address unnecessary notifications that occur when sending multiple messages, organizations will be able to send one global notification, which is triggered when certain message templates are sent. Each organization can choose the text and variables to be included in the global notification, or use a default notification. The text of the notification will not be editable by admins, but admins will be able to define which message template(s) trigger the notification. This new notification functionality will replace the existing default notifications like periodic reminders, expiration reminders, and after call reminders.

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

New workflow for repeated outreach messages

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

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

Problem Solved: Sometimes, contacts have different phone numbers listed in Hearsay and in the external system. When Actions makes an API call to trigger a message, it defaults to using the phone number in Hearsay even though the external system might have the most up to date phone number. This causes messages to go to the wrong phone number. 

Expected Value: Because phone numbers can change frequently, it’s important to ensure that messages go to the intended contacts and phone numbers.

Expected Solution: Texts sent through Actions will go to the contact phone number requested by the external system via the API call. This enhancement will automatically add 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 will open in Relate. 

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

Data & Analytics

User Directory Report now includes last used device information

Problem Solved: Currently, admins can’t understand the adoption and usage of Hearsay apps on mobile devices.

Expected Value: Providing metrics such as last used device name, Hearsay app name, first login date, and last used date, will allow admins to track the adoption and usage of Hearsay mobile apps at the user level.

Expected Solution: The User Directory Report will include 4 new fields: 

• Last used device name* 
• Hearsay app name 
• First login date
• Last used date 

If the user has multiple devices registered, the User Directory Report will only show the data from the device most recently used.

*Note: The device name is determined by the user on their device, typically appearing as a generic description (e.g., "iPhone"). However, it can also include personalized strings like "Jake’s Work iPhone".

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

Account Directory Report now shows whether a user has given Hearsay permission to capture their Instagram direct messages

Problem Solved: Admins currently cannot track whether a user has granted Hearsay permission to capture their Instagram direct messages. This lack of visibility poses compliance risks to organizations and impedes the adoption of Instagram for direct customer outreach.

Expected Value: Displaying the Hearsay permission status for Instagram direct messages in the Account Directory Report will allow admins to address compliance gaps and promote the adoption of Instagram.

Expected Solution: The Account Directory Report will feature a new field titled IG DM Permission indicating whether a user has granted permission for Hearsay to capture their Instagram direct messages. The field will display one of the following values:

• Yes: User has granted permission.
• No: User has not granted permission.

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

Determine if a post was published by a delegate in the Post All Data Report

Problem Solved: Currently, there is no easy way to filter for posts that were published by delegates.

Expected Value: When admins can determine which posts were published by delegates, they can more closely monitor delegate posts and analyze their performance. 

Expected Solution: The Post All Data Report will have a new column titled Publishing User = Workspace Owner with True and False values. If False, the post was published by a delegate.

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