February 2023 Product Release
Here's what's in the February 13th release:
Relate
- Improved Embedded Relate integration with Salesforce
- Sending contact cards does not require MMS to be enabled
- Twelve additional countries getting local phone number support
Mobile
- Relate Mobile App has a unified homepage experience (can preview in Testflight)
- New Relate Mobile App onboarding experience (can preview in Testflight)
Social
- Publishing content to LinkedIn requires additional permissions for some accounts
- Videos are uploaded as Reels from Hearsay Social to Instagram
Sites
- Social video posts can also be published in Sites 🔷
Actions
- Policy ID support in Actions 🔷
Compliance
- Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive 🔷
Data & Analytics
- Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts
- Review Invite Status report allows all admins to track their workspace invite statuses
- Evidence of Supervision report flags Sampled Items
🔷 Sandbox preview available. Contact your Customer Success Manager for more information.
Relate
Improved Embedded Relate integration with Salesforce
This is an enhanced set of capabilities for the Embedded Relate integration with Salesforce that offers improved admin configuration, error logging, and a rebuilt texting widget with new features.
The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager.
Admin configuration
The Relate widget in Salesforce can be configured by following three steps in Salesforce’s Admin Settings:
- In Integration Settings, enter your Hearsay Org ID, and click Save.
- Below the Integration Settings, in Mappings, set the Enablement Status to Enabled.
- In Mappings, click Add New Mapping, then add Relate contacts or leads and their phone numbers that can be used for Relate text messaging.
Streamlined admin configuration
Error logging
Salesforce admins can access the Embedded Relate error log center under the Hearsay Logs tab.
Embedded Relate error log center in Salesforce
Rebuilt texting widget
The Relate texting widget can now be embedded to any Salesforce Lightning record page with a phone number field. The texting window contains the entire message history, with 25 previous messages loaded as default. Other older messages can also be loaded. Each message is labeled with its sender’s name or phone number, sending/receiving date and time, as well as its delivery status.
Ask permission to send texts
The Embedded Relate texting widget maintains compliance by providing an attestation flow that asks clients for their permission to opt in to receive text messages.
Attestation flow seeking permission
Permission question asked to client
Send and receive attachments
The texting widget also supports sending and receiving attachments in .png, .jpg, and.gif formats. These attachments can be selected from the Salesforce attachment directory or uploaded from the local drive.
Sending and receiving attachments
Send scheduled messages
Messages can be scheduled to be sent at a later time, based on the time zone setting in your local Salesforce instance. Scheduled messages can be reopened, edited, or deleted.
Schedule messages to be sent at a later time
Edit or delete scheduled messages
Delegate someone to text on your behalf
Advisor users can access all Relate conversations within the workspaces to which they are assigned as owners or as delegates. The workspace can be switched in the widget header, located in the dropdown menu under the profile image. This allows conversations with clients to continue with a delegate, if the primary advisor/agent is out of the office or unavailable.
Selecting another workspace
Workspace owners' messages are displayed with a light blue background, while delegates' text messages are shown with a gray background. When the user is a delegate in a workspace, the message is sent out on behalf of the workspace owner and the delegate’s name is appended in parenthesis in the beginning of the message text.
Replying on behalf of another agent/advisor
The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager.
Sending contact cards does not require MMS to be enabled
Agents/advisors can send contact cards, including any logos or thumbnail images, without enabling MMS. This update allows those organizations who have disabled MMS to send new contact cards through Relate.
Twelve additional countries getting local phone number support
As the second part of our continued effort to expand Relate access globally, we are adding 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
This release provides local country support only. For example, an advisor/agent in Sweden will be able to text their contact who also has a Swedish number. Only text messaging is supported for these countries. Voice calling is not supported.
This feature is off by default. To enable this feature, contact your Customer Success Manager.
MobilE
Relate Mobile App has a unified homepage experience
The Relate Mobile app will start hosting more Social features in an effort to create a unified mobile experience. A part of the experience includes the new unified homepage, which helps advisors/agents prioritize important tasks, streamline their communications, and engage on social media. The new homepage now contains the following activities and notifications:
- LinkedIn Direct Message to Call & Text: : When a contact shares a phone number in a LinkedIn direct message, Hearsay automatically detects the number and prompts the advisor/agent to either tap Call to call the number, tap Message to continue an existing conversation or start a new conversation thread, or tap X to dismiss the notification.
- Unread Text Older than 24 Hours: Reminds the advisor/agent to look at unread texts older than 24 hours and prompts them to respond by tapping Reply, Call, or X (dismiss).
- Missed Call older than 24 hours: Reminds the advisor/agent to look at missed calls older than 24 hours and prompts them to respond by tapping Call Back, Message, or X (dismiss).
- Publish a Suggested Post: Suggests engaging content from the content library for a user to publish. The advisor/agent can tap the content, then tap Review & Publish to the selected social media channel. Tapping Delete dismisses the content and removes it from the Post Library for the workspace, then generates a new piece of suggested content if one is available.
- Subscribe to a Campaign: Suggests an available campaign to subscribe to, which was previously limited to Hearsay Desktop. The advisor/agent can tap the campaign to view the details, and tap Subscribe to Campaign to subscribe. Tapping Remove dismisses the campaign and removes it from the workspace, then generates a new campaign suggestion if one is available.
- Onboarding Tasks: As part of the enhanced onboarding experience also included in this release, the homepage includes relevant onboarding tasks, like enabling notifications and connecting social media accounts.
Activities on the homepage are customized to each advisor/agent based on the types of interactions they’ve recently had with clients, and the products they have permission to use. For example, an advisor/agent without Social cannot see the sections for posts and campaigns on their homepage.
Homepage - Unread text, missed call, suggested content
Homepage - LinkedIn DM to call & text, subscribe to campaign
If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.
New Relate Mobile App onboarding experience
In order for Social only and Social + Relate users to onboard effectively in the Relate Mobile App, the onboarding experience has been simplified and tailored to how each advisor/agent uses the app.
Advisors/agents can now access the app directly after logging on and complete onboarding for each activity as they do them instead of completing all onboarding steps at once as a prerequisite to accessing the app. For example, if the user doesn't have Relate set up but navigates to the Conversations tab, they are presented with instructions for setting up their Relate account.
Example onboarding steps
The new homepage experience, also included in this release, displays onboarding information and to-dos, in addition to other recommended actions. The homepage contains the following onboarding activities:
- Allow Notifications: Tap Allow Notifications to open device settings and allow notifications, or tap X to dismiss.
- We’re Working on Connecting Your Landline: Appears while a landline account is still being enabled for texting. Tap X to dismiss.
- Connect/Reconnect Social Media Accounts: Appears when a workspace has access to Social but does not have any networks connected, and links to a Hearsay Help Center article about connecting accounts using a web browser.
Example onboarding activities on the homepage
If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.
Social
Publishing content to LinkedIn requires additional permissions for some accounts
LinkedIn recently announced that its Share and UGC APIs are being deprecated after February 28th, 2023, and the content uploading functionalities those APIs provided will now be supported by the Post API.
Because the Post API requires different permissions than the old APIs, LinkedIn profiles and company pages that were linked to the Hearsay platform before Oct. 19th, 2022 must be reconnected to Hearsay.
*On February 16th, 2023 (previously February 15th), between 4:00 AM and 6:00 AM Eastern Time, Hearsay will automatically disconnect all the profiles and business pages that lack appropriate permissions. ** Impacted profile and business page owners will receive a notification from Hearsay when they log onto Hearsay Desktop, instructing them to reconnect their account(s) to restore Hearsay Social functionality.
* Automatic disconnects were originally planned for February 15h, but due to unforeseen technical issues, was replanned for February 16th.
** Previously, we stated that impacted users will receive an email the week of February 6th. This was an error. Impacted users will only receive notifications in Hearsay Desktop about this issue the week of February 6th.
Videos are uploaded as Reels from Hearsay Social to Instagram
Instagram has discontinued the native support of videos in their application and introduced Reels. Videos published from Hearsay Social to Instagram are now converted to Reels automatically with no impact on the Hearsay user experience.
Reels have different characteristics than traditional videos. For example, they are looped, are on a dedicated Reels feed, and have different format specifications, found here: 
Sites
Social video posts can also be published in Sites
Posts containing video content in Social can also be simultaneously published on Sites. Advisors/agents can check the Sites icon when creating video posts in Social, which also publishes these video posts on their Site. This allows advisors/agents to seamlessly publish video content across their websites and social media accounts.
This is only available on the newest version of Sites and is off by default. To enable it, contact your Customer Success Manager.
Posting videos on Sites via Social
Actions
Policy ID support in Actions
Advisors/agents can now simultaneously manage a separate workflow for each individual policy belonging to the same contact. For example, if a contact has multiple policies expiring during the same week, an advisor/agent can have a renewal request workflow active for each policy.
In the API, Contact IDs are now paired with Policy IDs to trigger Action workflows. Each new ContactID/PolicyID pair triggers a separate event and starts a new Actions workflow, but if an existing ContactID/PolicyID pair receives multiple triggers for an active workflow, Actions doesn't start a new workflow, unless the existing workflow has been already completed. If only a Contact ID is included in the event, the Actions workflow works as it has in the past.
Separate outcome survey forms are available for each workflow, and each form includes a reference to the corresponding Policy ID. For example, How did the
The daily mail summary also includes each thread started that day, along with the corresponding Policy ID for each thread.
To add Policy IDs to the API requests that trigger the start of Action workflows, contact your Customer Success Manager. There is no need to change any other configurations to enable multiple workflows for the same contact.
Compliance
Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive
LinkedIn offers the premium InMail feature, which allows recruiters to send direct messages to LinkedIn members without being connected with them. Compliance admins can now see whether a DM was an InMail message in the supervision queue and the archives, making it easier to follow messaging threads. To tell the difference between the types of messages, InMail messages are labeled as Recruiter InMail, and outbound messages are labeled Private Message.
This feature is off by default. To enable it, or to enable the sandbox preview, contact your Customer Success Manager.
Ensure you have LinkedIn Private Message archiving turned on prior to enabling this feature. This is configurable in the admin interface by going to Organization Settings > Review & Archive > LinkedIn > Private Messages > Archive.
Data & Analytics
Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts
This release adds a new field to the Engagement All Data report that differentiates 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.
Review Invite Status report allows all admins to track their workspace invite statuses
The Review Invite Status report has been enhanced to allow all admins to track the workspace invites sent out at their hierarchy level and lower. This is an improvement from the previous version, when only root admins with full access to all hierarchies could see workspace invites. This updated solution improves reporting for Hearsay program management.
Evidence of Supervision report flags Sampled Items
The Evidence of Supervision report has been enhanced to include a new field named Sampled, which provides a way to distinguish between records collected from supervision alerts and records collected through random sampling. This additional information improves the compliance team’s efficiency by helping them evaluate if they are over-sampling and allowing them to correspondingly change their activity.
