Early Guidance for the October 2nd release
Here's what to look for in the October 2nd release.
The guidance in this document is offered for early planning purposes and is subject to change up to the time of release.
Social
Advisor/agent Post Library navigation refresh
Problem Solved: The current advisor/agent Post Library contains multiple tabs for viewing different kinds of posts, such as Recommended tab (for AI-powered content recommendations), the Browse tab (for viewing all posts available in the workspace), the Prereleased tab (for pre-approved content), the Campaign tab (for viewing posts in specific Campaigns), as well as several other tabs for viewing published posts, scheduled posts, posts pending approval, etc. Our UX testing has revealed that this large number of tabs in the Post Library creates confusion for advisors/agents and impedes them from using all the available functionalities provided by Hearsay.
Expected Value: Improving the organization and layout of the large number of tabs in the Post Library will lead to a smoother and faster journey from post selection to publication, and improve the usability of the platform overall.
Expected Solution: The large number of tabs currently in the Post Library will be merged into the following 4 tabs:
- Explore: A renamed tab that displays released and pre-released organization posts.
- My Posts: A new tab that combines scheduled, published, pending and denied posts.
- Recommended: An existing tab that is visible for organizations that allow AI-powered content recommendations.
- Promoted An existing tab visible for those organizations that allow publishing promoted posts on Facebook.
Explore
My Posts
Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Use Generative AI to generate post descriptions
Problem Solved: According to our studies, original content performs significantly better than library posts, but it can be time-consuming and difficult to create new posts from scratch.
Expected Value: Generative AI can help advisors/agents create more high-value original content with less time and effort.
Expected Solution: We have created a generative AI solution that creates descriptions for advisors/agents to add to posts on any of their social media accounts. The tool works as follows:
- The advisor/agent selects parameters of a post description, such as the tone, length, and required words and phrases. The advisor/agent can add their own words and phrases to be included in the post description, or select from a list of suggested words and phrases generated for them based on recently popular posts within their hierarchy or organization.
- Hearsay sends a prompt to our secure, third-party AI engine with the specified requirements, and the engine sends back a complete post description.
- The advisor/agent can select from different versions of the description, add images and links, or make edits before publishing.
Who is impacted: Advisor/Agent, Client, Compliance Admin, Marketing Admin
Archiving and Compliance Implications: Posts created using Generative AI will be treated as regular posts in Supervision.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.
Public Comments page is being sunsetted
Problem Solved: The Public Comments page is almost identical to the Published Posts in the Respond tab, which causes confusion.
Expected Value: Simplified functionalities without redundant processes create an easier navigation experience for advisors/agents.
Expected Solution:The Public Comments page along with its related functionalities is being removed from the Hearsay Social product. Advisors/agents can use the Published Posts tab to view and respond to comments on their posts instead.
Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Relate
Admin-managed Message Templates
Problem Solved: Message template functionality is not available, requiring users to manually input the same content many times over. This leads to an inefficient use of time when drafting commonly used messages like meeting reminders and anniversary greetings.
Expected Value: Message templates will allow users to save time when sending the same content to different clients and promote best practices in those communications. Administrators will be able to create and customize message templates, allowing them to create consistent messages that align with their organization's best practices, and helping reduce the time advisors/agents spend creating the same message content.
Expected Solution: A new menu item will be created within the Admin view’s side navigation panel called Templates, where admins will be able to view, create, and delete message templates. The Templates tab will contain a message template library that will show message template cards containing individual templates' title, textual content, and creation date and time.
Advisors/agents will be able to view, select, edit, and send admin-created message templates from their Relate message composer.
Message templates will only be available in the Relate web platform initially.
Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: Messages created using Message Templates will be treated as regular 1:1 messages, and they will follow existing archiving and compliance functionalities.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.
Platform
New login page experience
Problem Solved: Currently, the most prominent buttons on Hearsay’s login page directs users to login via their Facebook or LinkedIn accounts. However, less than 5% of our users login by using Facebook or LinkedIn. The vast majority of our users login via SSO, but the option to send the SSO link to their registered email is hidden behind a small Not sure how to login? button. This organization of login methods impedes a smooth and quick way to access Hearsay for most of our users, who have to go through an additional step when logging in.
Expected Value: By prioritizing SSO login, we are able to better serve the vast majority of our users with their preferred login method and provide a more seamless experience.
Expected Solution: The Facebook and LinkedIn buttons will be removed from the login page, and instead, users will be prompted to enter their registered email address. Once the correct email address is entered, a link to the authentication page will be sent to that email address. The authentication page contains options to use SSO, Facebook, or LinkedIn to login, however, the user will only be presented with those options that they have available, based on their organization’s configuration. For example, if the user’s organization only has SSO available, then the authentication page will only show them the SSO option. After selecting their method of authentication, all further login steps will remain the same.
This update will not change any of our supported authentication methods, it will only change how we present these authentication methods to our users. Organizations that use a URL redirect to an SSO will continue to be able to do so.
Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin, Integrator
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Increased API security after creating a token
Problem Solved: API tokens/keys are always visible in the admin view, under Settings > Integrations, which makes them easy to copy and misuse.
Expected Value: Better token security improves the safety of customer data.
Expected Solution: The API Token value will only be shown immediately after it is created. After that, it will be hidden in the list of tokens on the Integrations page. If access is needed for a new application, a new token will need to be created.
Who is impacted: Integrator and Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Actions
Actions prompt feedback API
Problem Solved: Currently, Actions receives triggers from external systems via a multi-use Hearsay synchronization API. This limits the possibility of enhancing the Actions API with mandatory validation and prompt feedback information. Actions reports come one day after the status change due to the standard Hearsay Reporting architecture.
Expected Value: Faster and more accurate feedback from the Actions API creates faster time to value and helps organizations make corrections immediately if the sent request record contains invalid fields.
Expected Solution: A new Actions API will provide more immediate feedback to external systems about the success or failure of the record insertion. The new API has the same insertion payload and format, and accepts the same API token, as the existing Actions API. The new API will have a different URL. There will be a six-month grace period from the day of release where existing Actions customers will be able to switch to the new API, and after the grace period, the old Actions API will be disabled.
To learn more about the transition process and set a date to begin the migration, contact your Customer Success Manager.
Who is impacted: Program Admin, Integrator
Archiving and Compliance Implications: N/A
Availability: On for all organizations with Actions enabled
Actions Workspace Management tool for admins
Problem Solved: Currently, only Hearsay Services can activate Actions workspaces and upload Actions-specific workspace parameters such as Nickname and external ID(s). This slows down the workspace activation and configuration process, where admins don’t have access to steps required to ease bottlenecks in manual processes.
Expected Value: Enabling admins to have more control over Actions workspaces helps organizations more efficiently manage Actions and speed up the resolution of Advisor change requests.
Expected Solution: Organization admins will be able to activate and deactivate Actions workspaces and provision selected workspace-specific parameters via the Administration interface in Hearsay Desktop. Here is a complete list of capabilities admins will have with the new Actions workspace management tool:
- Activate and deactivate Actions workspaces
- Obtain a workspace owner’s contact information from existing Hearsay profiles
- Add, delete, and modify selected parameters of Actions workspaces
- Filter and search for Actions workspaces
- Add external IDs to a workspace.
Who is impacted: Program Admin, Advisors/Agents
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Data & Analytics
Post All Data report will include Instagram Stories metrics
Problem Solved: There is no data reporting available for Instagram Stories, which prevents administrators from better understanding their activity and engagement on this social media network.
Expected Value: Administrators will be given data on posts published as Instagram Stories, as well as their associated impressions and engagements.
Expected Solution: The Post All Data report will include the number of posts published as Instagram Stories, as well as their associated impressions and engagements. The “Publish type” field of the Post All Data report will display the value “Story” for all Instagram Stories. The impression metric of the Instagram Story will appear in the “Num.Impressions” field and the reply metric in the “Num.Comments” field.
Who is impacted: Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Breakdown by Workspace report will include top interest categories for advisor/agents and their audience
Problem Solved: Advisor/agents’ and their audience’s top interests are key measures that are currently reported only on the Advisor dashboards. Administrators would also like to have a view on these measures for all workspaces.
Expected Value: Administrators will be able to identify the top interest categories that the advisor/agents are posting about as well as the top interest categories that their audience found engaging.
Expected Solution: The Breakdown by Workspace report will be extended with 2 new fields: “advisor’s top interest” and “audience’s top interest”. These fields will display the top interest categories for the advisor/agents (based on their historically published posts), and the top interest categories for the advisors/agent's audience (based on their engagements with posts). This information will be available at the individual workspace level.
Who is impacted: Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations
Post All Data report will flag posts originating from Content+
Problem Solved: The number of social media posts originating from Content+ are currently only reported in the Suggested Content Performance report, which provides insight into Content+ usage at the content library level, but not at the individual post level.
Expected Value: Admins will be able to track the number of posts originating from Content+ at the individual post level, allowing them to see if a specific post came from Content+.
Expected Solution: The Post All Data Report will be extended with a new “Origin” field, with 2 possible values:
- Own: indicating that the post originated from the organization’s content library,
- Content+: indicating that the post originated from Content+.
Who is impacted: Marketing Admin, Program Admin
Archiving and Compliance Implications: N/A
Availability: On for all organizations