Relate

• Conversation labels available in Relate
• Workspace templates in Embedded Relate
• Navigation and icon updates in Embedded Relate

Social

• Get earlier notification that your LinkedIn account connection will expire soon

Actions

• Admins can now manage Actions flow sources
• New date/time variable in Actions message templates
• Actions Outcome Survey removed from the platform

Data & Analytics

• Date range selector now available in the Relate Insights Dashboard 
• Reporting now available for PII detection and text redaction
• Engagement All Data report now has comments made on comments
• Actions Outcome Survey data removed from reports and dashboards

Relate

Conversation labels available in Relate

Relate users can now organize and manage their conversations more efficiently using labels. Conversation labels allow users to categorize and filter for their conversations based on their own custom criteria, such as context, urgency, or contact type. 

To manage labels, click the 3 dot menu icon in the upper right corner of an open conversation, then click Label as. From there, you can create or delete labels, edit labels, or select a label to apply to the open conversation. 

Users can apply up to three labels per conversation and each label must be 30 characters or less. When creating a new label, select from a list of eight colors to distinguish your label from others.

Labels can be applied to conversations directly from the conversation list or within individual conversations through a dropdown menu. Users can filter for labels in their conversations by clicking Filter > Advanced Filters. The system supports up to 30 labels per workspace and prevents duplicate label names. If a label is in use, the user receives a warning message asking them to confirm the deletion. 

To get conversation labels in Relate, contact Support at support@hearsaycorp.com with the email title “Relate conversation labels, August 2025”.

Workspace templates in Embedded Relate

Users can now create and edit workspace templates in Embedded Relate, allowing individual workspace owners and delegates to create a custom library of text message templates. Custom templates tailored to the user’s Salesforce workflows help ensure quick and concise replies are available for the most common topics and requests. Previously, workspace templates were only available in the Yext platform and on Mobile.

To manage workspace templates in Salesforce Embedded Relate, click your profile avatar, then click  Settings. 

Templates page 

Template creation page

Selecting a template

Users don’t need to copy over or recreate existing templates. Any templates the user has already created in Yext appear in their template list automatically. 

Here are some guidelines for managing templates:

• A maximum of 20 templates can be created.
• Templates can contain URLs, but no attachments such as images or PDFs.
• Published templates cannot be edited. If a template needs to be changed, it must first be deleted and then recreated with edited text.
• Deleted templates cannot be viewed or retrieved.

To get workspace templates for your organization, use this link to update to the latest version (4.24) of Embedded Relate. Then, email Support at support@hearsaycorp.com with the email title “Workspace templates Embedded Relate, August 2025”.

Navigation and icon updates in Embedded Relate

We have made two minor changes to the Embedded Relate interface in order to streamline the user experience and improve the look and feel of the tool. 

Settings menu has moved

The Settings option has been moved to the dropdown menu of the workspace avatar. Users can access Settings from the widget and the utility view. The Settings page is used only to manage out-of-office autoreplies and workspace templates, so if those things are not enabled for the user, the Settings page doesn’t appear in the drop down. 

New Settings location in drop down

Updated attachments icon

The attachments icon in a message has been updated to an image icon instead of a paperclip. The change helps clarify that only images can be used as attachments in Embedded Relate messages.

Note: Users might need to clear their cache in order to see the new icon.

New attachment icon 

To get these changes, use this link to update to the latest version (4.24) of Embedded Relate.

Social

Get earlier notification that your LinkedIn account connection will expire soon

Two improvements to the LinkedIn connection expiration functionality help prevent unexpected disruptions to the user experience. For information about these improvements in the Help Center, see Send LinkedIn Authentication Expiration Notification to Users.

Note: Users must wait until their LinkedIn authentication expires before reauthenticating. Users can proactively disconnect and reconnect to restart the token expiration date.

Expiration notification

Organizations can now opt-in to send a notification to users warning them that the connection between Yext and their LinkedIn account is about to expire. When enabled, users receive a one-time app notification and email notifying them that their LinkedIn account connection expires in x days. Your organization can configure how many days in advance to send the notification and email. 

To get this feature, contact support at support@hearsaycorp.com with the email titled “LinkedIn account expiration notification, August 2025”. 

Expiration notification

Expiration email

Accounts page expiration countdown

Users can go to their Accounts page to see how many days are left before their LinkedIn account connection expires. The number of days remaining appears below their LinkedIn account information. 

This feature is ON by default for all organizations, but to opt out, please contact support at support@hearsaycorp.com with the email titled “Opt-out of Accounts page LinkedIn expiration countdown”, August 2025

Accounts page countdown

Actions

Admins can now manage Actions flow sources

As an admin, you can now independently add, delete, and rename action flow sources without external assistance, allowing for more flexible and efficient management of flow sources. 

To edit a flow source, go to the Actions Settings page and click the Configuration tab. 

To prevent errors, the name of each Action flow source should exactly match the corresponding value in your external system (CRM). To help catch any accidental mismatches, a warning message appears if the name you enter doesn’t match CRM values.

As part of this new functionality, we have removed the read-only message about the Relate Attestation and flow source channels from the Actions interface.

Action Flow Source editor 

New date/time variable in Actions message templates

A new dedicated date/time variable allows Actions to list dates and times in a user-friendly and localized format, for example, “July 15, 2025 at 10:15 AM”. The new variable makes Actions templates easier to manage in tokens and APIs and improves the readability of meeting reminders, schedules, and automated notifications.

The new variable accepts ISO 8601 local and offset date/times in extended form with T separator between the date and time. Optionally, second fragments are also allowed.

Format: YYYY-MM-ddTHH:mm:ss[.S][Z]

Example date/times: 2025-06-12T14:23:00, 2025-06-12T14:23:00.240943, 2025-06-12T14:23:00+0400, 2025-06-12T14:23:00.465467+0600

Use the Message Templates editor to select the desired date/time format that will appear in messages. For the correct time to appear in the templated messages, please ensure the date/time data is represented in the correct timezone. 

Message Template editor with new variable options

Actions Outcome Survey removed from the platform

Due to low usage, the Outcome Survey has been removed from Yext.

Data & Analytics

Date range selector now available in the Relate Insights Dashboard 

Users can now use a date range selector in the Relate Insights Dashboard in order to get more granular workspace-level Relate data. The user can select from 4 options: past 1 day, past 7 days, past 30 days and past 90 days. Previously, users could only see the past 30 days worth of data.

To access the new date range option:

1. In the side menu, click Insights, then click the Relate tab.
2. In the Filters section, select a Date Range option, then click Filter Report.

New Date Range filter 

Reporting now available for PII detection and text redaction

Reporting data is now available in the Review Alerts All Data Report that shows whether PII was detected, what kind of PII it was, and whether the message was redacted in Relate. Two new fields have been added to the report:

• PII Details: Card Number, License Plate, Driver License Number, etc
• Text Redacted: yes/no (yes means the text was redacted in the message)

In addition, the existing Review Types field will have two new categories:

• Financial PII
• Car & Driver PII

New Review Type categories

New fields

Engagement All Data report now has comments made on comments

Comments made on other social media comments will now be reported as comments in the Engagement All Data Report, allowing for more granular visibility on post engagement. Previously, original comments were reported but any follow-up comments made on the original comment were not reported. These activities are captured and reported for Facebook, LinkedIn, and Instagram.

Actions Outcome Survey data removed from reports and dashboards

As part of other Actions product changes, Outcome Survey data is longer available and has been removed from the platform.

The following fields have been removed from the Breakdown by Actions Workspace Report:

• Outcome surveys completed 
• Contacts Converted to Clients 
• Contacts Not Interested 

The following field has been removed from the Actions Outcome Value Measure Dashboard:

• Contact Action Result

Here's what's in the June 25th release:

Platform

• Hearsay rebranded to Yext
• Shared authentication between Yext and Hearsay platforms

Social

• Improved Modification Required workflow 

Relate

• Wealthbox integration
• New branding in Embedded Relate

Data & Analytics

• Date range selector for Social Insights
• See which Actions templates are for marketing purposes on Actions Template Messages All Data report
• Voice and Messages aggregates to the Retain and Grow Value Measure Dashboard
• See modified versus unmodified Actions templates

Platform 

Hearsay rebranded to Yext

As part of the ongoing effort to integrate Hearsay with Yext, the Hearsay logo and colors are now rebranded to Yext in the platform. The rebrand applies to all pages in the platform, mobile app, release notes, some Embedded Relate visuals, and the Help Center website. Help Center screenshots, enablement materials, slide decks, and other existing materials will be updated following the release.

This rebrand is cosmetic only and does not affect the functionality of the platform. We will announce any future updates related to platform integration in advance to help you prepare for the changes. 

Here is what does change:

• Hearsay name and logo will change to the Yext logo.
• Hearsay color (teal) will change to Yext color (black).

Here is what does not change:

• Product names

  • Product names will remain the same (Relate, Social, Sites, etc). Products might be referenced without the word “Hearsay” at the beginning. 
• Platform navigation
• Functionalities in the platform 
• URLs 

Before and after (gif)

Post Library before

Post Library after

Note: The Embedded Relate logo is changing from teal to black, but will still say “Hearsay Relate” in the Salesforce app until further notice. Please read the Embedded Relate release notes for more information.

For a more detailed overview of the changes, watch our rebrand video.

To get downloadable brand assets for your training materials, visit the Yext Brand Folder. 

For questions about the rebrand, please contact your Customer Success Manager. 

Shared authentication between Yext and Hearsay platforms

Logging into either Yext or Hearsay can now automatically sign you into both platforms, so you won’t need to log in again when switching between sites during the same session.

This feature is disabled by default. To enable it, contact Support at support@hearsaycorp.com with the email subject titled “Shared authentication between Yext and Hearsay, June 2025”. 

Social 

Improved Modification Required workflow

The "Modification Required" option for suggested content has been redesigned to make it easier for admins and end-users to manage post personalization while staying aligned on content and compliance. New visual indicators called chips help admins and users see where content is required and admins can customize what kind of content users should add.

Note: Modification Required posts are not currently available on Mobile. 

Admin workflow

Instead of relying on broad “Modification Required” labels or post-level editing permissions, admins can now insert a visual chip directly into the specific part of a post that requires end-user input. This chip acts as an editable placeholder that appears where changes are needed.

After a chip is added, the rest of the post becomes non-editable by default, allowing admins to protect core messaging while enabling personalized input only where appropriate. If desired, full editing access can be granted.

The chip is visible anywhere in the Suggested Post Library where the post is present, and can be updated or removed at any time.

Filtering has also been improved. Since the chip replaces the old “Modification Required” status, post statuses can be filtered based on real-time conditions like whether a post is editable by the user. Admins can also filter for campaign posts by personalization options.

End user workflow

End users can easily identify what parts of a suggested post they are allowed to personalize. Required edits are indicated with a colored chip embedded directly in the content that specifies what details their admin wants them to add.

Users can find all Modification Required posts in the Recommended tab, in the Personalized section.

Scheduled posts in the library display a Needs Attention status with a Modification Required warning. If the deadline passes, the status changes to Modification Overdue. After the user modifies the chip, it updates to a Modified state and the user can then reschedule the post. Users can find these posts in the Needs Attention tab of their Suggested Post Library to ensure timely edits. 

The chips are also displayed on the Campaign Subscription page. If a user is already subscribed to a campaign, they can go to the Calendar page and click on the chip in the post to make updates. In the Calendar, post cards change colors based on the modification status. 

Existing Modification Required posts will be updated with this new chip format. 

For user documentation see Personalizing a Library Post that Requires Modification. 

For admin documentation, see Creating Personalized Suggested Posts Using Modification Required Smart Fields.

Relate 

Wealthbox integration

The integration between Hearsay/Yext and Wealthbox now automates contact synchronization. In addition, activities, messages, and calls from Relate will now sync back into Wealthbox and appear as notes on the respective contact pages. Previously, Wealthbox users had to manually export and import contacts into Hearsay to maintain an updated book of business.

Example Wealthbox activity

To enable this feature, see Enabling Wealthbox For Your Organization.

After enabling Wealthbox for your organization, users can connect their Wealthbox account to Relate from their Workspace Settings page. See Connecting Your Wealthbox To Relate for more information.

Yext rebranding for Embedded Relate

Embedded Relate has been rebranded to Yext. The color has changed from teal to black and the Yext logo is now visible on the login page. For now, the naming of the product and widgets remain the same. We also removed the Hearsay logo from the header of pop-up modals within Embedded Relate to create a cleaner interface.

To see the branding changes, use this link to update to the latest 4.21 version of Embedded Relate.

Organizations that use the Hearsay app directly within Salesforce must manually update the app logo in the App Launcher. Since the logo can be customized it won’t be automatically updated by upgrading to the latest version. To update the logo, go to the Hearsay for Salesforce App Settings. Visit the Yext Brand Folder for downloadable logos. 

Data & Analytics 

Date range selector for Social Insights

The Social Insights dashboard now has a date range filter that allows users to view metrics from the past 7, 30, or 90 days, providing a more granular analysis of workspace social performance. Previously, they could only view metrics for 30 days. 

Note: Not every metric is time-bound, such as number of connections or interest categories. Updating the filter does not change these metrics. 

See which Actions templates are for marketing purposes on Actions Template Messages All Data report

A new Is Marketing Template (True/False) field has been added to the Actions Template Messages All Data report. This field enables admins to identify and track the performance of marketing templates only, or compare them to other types of templates.

Voice and Messages aggregates to the Retain and Grow Value Measure Dashboard

To help admin calculate aggregates for total voice and text usage, the  Retain and Grow Value Measure dashboard now has two new sections:

• Total Voice minutes (inbound/outbound)
• Total number of Texts (inbound/outbound)

See modified versus unmodified Actions templates

Previously, admins couldn’t track the usage of modified admin-created Actions templates or measure the performance between modified and unmodified template usage. To help admins better measure the success of modified templates, the Template ID field and a new Default field (yes/no) indicate whether an admin-created template was modified or whether the default language (unmodified) was used.

Here's what's included in the May 14th release:

Platform 

• 📣 Announcement: Hearsay colors and logo will rebrand to Yext in June
• Collapsible side menu
• Banner notification deprecations

Compliance

• Supervision Interface Refresh
• PII Automated Redaction and Purging

Social 

• Create personalized Smart Posts with Profile Variables
• Block Hearsay from crawling social media activity originating from the network
• Prevent duplicate compliance items for LinkedIn users and company pages

Relate

• WhatsApp for Relate
• French language support for Embedded Relate
• Initials now appear as default avatars in Embedded Relate
• Switch between workspaces without refreshing the page in Embedded Relate
• Improved phone number matching in Embedded Relate
• Notification widget deprecated in Embedded Relate
• Confirm before starting net new conversations in Embedded Relate
• Streamlined Message Preview window in Embedded Relate

Data & Analytics

• Relate KPI Scorecard
• WhatsApp Messages added to the Text Messages All Data Report
• WhatsApp enablement is included in the Account Directory Report
• Relate Performance Breakdown Report for End-Users

Platform 

📣 Announcement: Hearsay colors and logo will rebrand to Yext in June

The Hearsay logo and colors will rebrand to Yext in the platform as a part of the June 25th release. The rebrand will apply to all pages in the platform, mobile app, release notes, and the Help Center website. Help Center screenshots, enablement materials, slide decks, and other existing materials will be updated following the release.

This rebrand is cosmetic only and does not affect the functionality of the platform. We will announce any future updates in advance to help you prepare for the changes.

Here is what will change:

• Hearsay name and logo will change to the Yext name and logo.
• Hearsay color (teal) will change to Yext color (black).

Here is what will not change:

• Product names

  • Product names will remain the same (Relate, Social, Sites, etc). You might start seeing these products referenced without the word “Hearsay” at the beginning. 
• Platform navigation
• Functionalities in the platform 
• URLs 

Current platform vs rebranded platform (gif)

Post Library before and after 

We will provide additional guidance for the changes in the coming weeks. For questions about the changes, please contact your Customer Success Manager.

Collapsible side menu

Users and admins can now collapse the side menu, allowing for more screen space and better focus. To collapse or expand the side menu, click the arrow near the top of the menu.

Banner notification deprecations

To provide a cleaner and less repetitive user experience, some low-usage banner notifications are being removed from the platform, such as the Emergency Broadcast banner or the banners on the Workspace Settings page.

Example deprecated banners

Compliance

Supervision Interface Refresh

Supervision has a new look and feel that helps foster efficiency in the compliance workflow. 

For this release, changes include: 

• A new Dashboard homepage
• Filter views
• More modern and informative list and item views
• Breadcrumbs at the top of all pages
• The X logo to replace the Twitter logo

Additional functionalities, like enhanced filtering and additional actions, will be available in a later release.

Dashboard

The Dashboard is the new Supervision homepage. From the Dashboard, click All Items to view the entire Supervision queue, or select a filter view. A filter view contains a list of items that have been pre-filtered based on specified criteria. With filter views, you can easily access subsets of the queue based on your specific needs. 

Default filter views, such as Profiles, show all the items that match that specified activity type and they cannot be removed from your Dashboard. You can also click Create a new filter view to make your own based on any combination of filters you need. For example, you can create a filter view that shows all Facebook publishing alerts that are in Unreviewed status.

Dashboard

Filter view creator

List view

The new list view displays information about individual items in a cleaner and more readable way. In addition, the new list view offers the flexibility to sort and rearrange columns.

Old list view

New list view

Item view

The new item view has been rearranged to display contextual information about the item in a sidebar on the right-hand side of the screen. This includes the issue details, profile status, post details, history, and workspace info.

Old item view

New item view

PII Automated Redaction and Purging

To reduce risk and prevent unauthorized access to sensitive information, you can now automatically replace PII with placeholder text in all Relate communications and in Supervision. The original PII is then purged from the system. 

Example redactions

The following PII fields are redacted:

Financial PII

• Credit/debit card number
• CVV
• Credit/debit card expiry date
• International bank account number
• Bank account number
• PIN
• Swift code
• Routing number 

Secure Identification PII

• SSN
• US_INDIVIDUAL_TAX_IDENTIFICATION_NUMBER
• PASSPORT_NUMBER
• UK_NATIONAL_INSURANCE_NUMBER
• UK_NATIONAL_INSURANCE_NUMBER
• UK_UNIQUE_TAXPAYER_REFERENCE_NUMBER
• CA_HEALTH_NUMBER
• CA_SOCIAL_INSURANCE_NUMBER

Driver & Car PII

• VEHICLE_IDENTIFICATION_NUMBER
• LICENSE_PLATE
• DRIVER_ID

To enable this feature in the Administration view, do the following:

1. In the side menu, click Settings.
2. From the Organization Settings tab, click the Lexicon tab.
3. Toggle the setting Remove Financial, secure Identification, and/or Driver & Car PIIautomatically to Enabled.

Social 

Create personalized Smart Posts with Profile Variables

Profile Variables are a Smart Post feature that enable admins to add structured, personalized suggested content to the Post Library at scale. When a user publishes a suggested post with profile variables, compliant profile data is automatically added to the post text in the location specified by their admin. The result is personalized, compliant content that performs better than generic content, but is easier to create and publish at scale.

Note: Profile variables are not supported on Instagram and X.

Admin side profile variables

To enable profile variables, please email support at support@hearsaycorp.com with the email title “Smart Post Profile Variables, May 2025”. You might need some extra guidance from Hearsay to configure this feature and ensure data populates correctly.  

Block Hearsay from crawling social media activity originating from the network

Currently, Hearsay always crawls activity that occurs on social media networks for connected accounts. Now, organizations have the option to only capture activity and posts originating from Hearsay, and ignore their users’ activity on the networks.

If enabled, this option does the following:

• Posts that are published through Hearsay are saved, along with comments and likes on the post.
• Posts that are NOT published through Hearsay are not saved, including comments and likes on the post. For LinkedIn, this includes Group posts and Shared posts.

To block crawling of social media network activities, contact support at support@hearsaycorp.com with the email titled “Block Hearsay from crawling social media activity originating from the network, May 2025”.

Prevent duplicate compliance items for LinkedIn users and company pages

Connected LinkedIn users who interact with their own company page now only trigger one compliance item associated with their LinkedIn profile. Previously, the system erroneously created two duplicate compliance items associated with the user – one for the user’s LinkedIn profile and one for the company page. 

Relate

WhatsApp for Relate

WhatsApp messaging is now available on Relate Desktop and Mobile, providing compliant access to the world’s most popular messaging platform. WhatsApp conversations use Relate phone numbers as identifiers and follow a familiar Relate messaging journey. WhatsApp for Relate provides the following key features:

• Compliant Messaging: Support for both advisor-initiated outbound and customer-initiated inbound messages, all backed by Hearsay's full compliance and supervision layer for pre and post review.
• Attestation Process: Advisors complete a one-time self-attestation per conversation before sending templates or free-form messages, ensuring business-appropriate communications.
• WhatsApp Templates: Create WhatsApp-approved templates to initiate conversations and drive business.
• Sessions Management: 24-hour messaging sessions become available when a contact responds, free-form messaging is available during an active session, and templates are required to initiate or restart conversations after 24 hours.

Learn more:

• WhatsApp Integration on Relate
• Create WhatsApp Templates
• Send WhatsApp Messages on Hearsay Desktop
• Send WhatsApp Messages on the Hearsay Mobile Apps
• Onboard into Relate’s WhatsApp Integration

Currently, these WhatsApp features aren’t supported:

• Voice calls
• Sending files or images

WhatsApp for Relate is available at an additional charge. Whatsapp can be turned on by contacting support@hearsaycorp.com with the email title “Whatsapp, May 2025”. For additional information about Whatsapp, contact your Customer Success Manager.

Notification widget deprecated in Embedded Relate

The Notifications widget in the Salesforce Utility Bar has been deprecated and replaced by the Hearsay Conversations widget. Users with the Notifications widget enabled will see a deprecation banner in it. We recommend removing the Notifications widget and adding the Conversations widget to your Utility Bar.

To add the Hearsay Conversations to the Salesforce Utility Bar:  

1. In Salesforce’s Setup, go to the App Manager.
2. Click the Edit drop down icon (the downward triangle) in the final column for the app where you would like to add the Conversations utility custom component.
3. Click Utility Items, then Add Utility Item.
4. Select the Hearsay Conversations custom component.

5. Input these recommended settings:

   • Label: Hearsay Conversations
   • Icon: notification
   • Panel Width: 700
   • Panel Height: 710
   • Start automatically: checked
6. Click Save.

Deprecation banner in the Notifications widget

This deprecation is effective beginning in the latest version of the Embedded Relate managed package. Click here to install the latest version. Organizations who have enabled push upgrades are automatically updated.

Confirm before starting net new conversations in Embedded Relate

To prevent users from accidentally creating empty conversations, a confirmation screen now appears when starting a new conversation with a contact in Embedded Relate for the first time. Click Start Conversation to begin the required opt-in or attestation process before you can start texting.

This enhancement is available to organizations using the Hearsay for Salesforce app v. 4.16 and above.

Improved phone number matching in Embedded Relate

Embedded Relate can now more accurately recognize and match phone numbers, even if they are formatted differently between Hearsay Contacts and Salesforce records. Previously, variations in formatting, such as the use of parentheses and hyphens, could cause the widget to create duplicate records for the same number. This improved matching supports various formats, such as:

• +12345678900
• (234) 567-8900
• (234)-567-8900
• 12345678900
• And other combinations of numbers with or without spaces, parentheses, and hyphens

For the most reliable matching across systems, we recommend formatting phone numbers using the E.164 standard (e.g., +12345678900). While Embedded Relate now handles more formats, matching within Salesforce might still have formatting rules for special characters. For more information, see Salesforce Help.  

To get this enhancement, upgrade to the latest version of the Embedded Relate managed package using this link. Organizations who have enabled push upgrades are automatically updated.

French language support for Embedded Relate

To create a more accessible platform for a more diverse user base, users can now set their preferred language to French in Embedded Relate, which translates the text in the widget interface. 

Please note, custom text that has been provided by the organization in English, such as opt-in messages, disclaimers, and auto-replies, are not translated to French. To create custom text for French users, we recommend manually creating alternative versions of the text in French. Quick replies are only available in English. 

To access this feature, admins must enable the Translation Workbench in Salesforce and add French as an active language. Then, users can set their language in Salesforce to French by navigating to My Personal Information → Language & Time Zone → Set Language to French.

To get this enhancement, upgrade to the latest version of the Embedded Relate managed package using this link. Organizations who have enabled push upgrades are automatically updated. 

Initials now appear as default avatars in Embedded Relate

Name initials have replaced generic grey avatars in the workspace selector and in the Conversations widget, making it easier to identify and differentiate between people who don’t have picture avatars. 

Workspaces with one-word names show one letter and workspaces with multiple words show the first letter of the first two words (usually first and last name). If the user has a Hearsay profile picture, that image is displayed instead of the initials.

Switch between workspaces without refreshing the page in Embedded Relate

When switching between workspaces, Embedded Relate now only refreshes the widgets on the page and not the entire page, ensuring that other running Salesforce applications continue functioning uninterrupted.

To get this enhancement, upgrade to the latest version of the Embedded Relate managed package using this link. Organizations who have enabled push upgrades are automatically updated. 

Streamlined Message Preview window in Embedded Relate

To enhance usability, the Message Preview window has been streamlined to show three buttons and include additional actions in a dropdown menu. This update doesn’t change any Embedded Relate functionalities, it only reflects an updated user interface. 

New Message Preview window

To get this enhancement, upgrade to the latest version of the Embedded Relate managed package using this link. Organizations who have enabled push upgrades are automatically updated. 

Data & Analytics

Relate KPI Scorecard

A new Relate KPI Scorecard provides monthly aggregates and month-over-month comparisons of data that helps better understand your Relate program performance. The Relate KPI Scorecard can be filtered by month and hierarchy and includes the following metrics:

Program Reach

• Connected Relate Workspaces
• % of Active Workspaces
• Dormant Workspaces
• Workspaces with Multiple Users
• Workspace Activity in the Selected Month

Texting Overview

• Total Messages
• Total Conversations
• Average Number of Conversations per Workspace
• Messages Sent and Received
• Median Response Time in Minutes
• Relate Contacts
• Average Number of Contacts per Workspace
• Top 10 Workspaces by Number of Conversations

Group Messages

• Sent Messages by Type
• Group Messages by Type

Voice Overview

• Workspaces Using Voice Calls
• % Workspaces Using Voice Calls
• Total Calls
• Total Voice Call Duration in Minutes
• Inbound Missed Calls
• % Inbound Missed Calls
• Calls Breakdown
• Average Call Duration by Direction
• Top 10 Workspaces by Outbound Voice Call Activity

Compliance Overview

• Alerts Generated in the Selected Month
• Number of Attestation Requests Sent
• Attestation Stats to Date

To access the Social KPI Scorecard: 

1. In the Administration side menu, select Analyze. 
2. Under Dashboards - General, select Relate KPI Scorecard.

Relate KPI Scorecard example screenshots

WhatsApp Messages added to the Text Messages All Data Report

The Text Messages All Data Report includes a new Channel field with “SMS” or “WhatsApp” as possible values, allowing admins to distinguish between normal text messages and WhatsApp messages.

Text Messages All Data Report with the new Channel field

WhatsApp enablement is included in the Account Directory Report

The Account Directory Report has 2 new fields that provide user-level information about WhatsApp enablement: 

• WhatsApp Account Name 
• WhatsApp Account Number

Account Directory Report with WhatsApp enablement details

Relate Performance Breakdown Report for End-Users

Currently, Workspace Owner and Workspace Users have no visibility of how they are performing by using Relate. They have only aggregated WS level information on the Relate Insights dashboard but there is no option to see performance metrics on user level, for a user defined date range.

With this new in-app report, workspace users (owner and delegates) will be able to pull a detailed, user level report on voice/text usage and performance, for a user-defined date range.

The report is downloadable from the application, in csv and xls format. Also, the user can define scheduled reports, on a daily, weekly and monthly basis. The scheduled report will be delivered through email to the user’s mail address. 

The report will include:

• WS_ID
• WS_Name
• User_ID
• User_Name
• Number of total messages
• Number of inbound messages
• Number of outbound messages
• Number of scheduled messages
• Number of total calls
• Number of inbound calls
• Number of outbound calls
• Number of contacts engaged
• Number of opt-ins
• Number of opt-outs
• % opt in
• % opt out

To access the Relate User Performance Report: 

1. In the user side menu, click Insights.
2. Under Relate, select Performance Breakdown Report.

Here's what's in the April 2nd release:

Social 

• Manage and synchronize Listings between Hearsay and Yext
• Search for posts by tag

Relate

• Receive push upgrades for Embedded Relate with every new release
• Hearsay Conversations widget replaces Notifications in the Salesforce Utility Bar
• Disable Salesforce record creation in Embedded Relate

Platform 

• Create notes and tasks in a contact’s record

Data & Analytics 

• Social KPI Scorecard provides Social program metrics
• Last Opt-out Date added to the Actions Template Message Report
• Previous token expiry date added to the Account Directory Report
• Identify workspaces by reference ID in the Breakdown by Relate Workspaces Report

Social 

Manage and synchronize Listings between Hearsay and Yext

The Hearsay/Yext Listings Integration is now available for Hearsay workspaces, enabling customers who have both Hearsay and Yext to manage and sync hours, address, and social profile data between the two systems. With this data in Yext, Hearsay users can ensure consistency and accuracy with publishers across the network, like Google and Bing, and on their location pages. 

By default, this integration syncs the following data between Hearsay workspace profiles and the Yext Knowledge Graph:

Syncs Hearsay Social Links (FB/X/LinkedIn) data from Hearsay to Yext 

• Financial Professional Entities
• LinkedIn URL
• Facebook Page URL
• X Handle

Syncs address and hours data on Financial Professional entities in Yext to Hearsay

• Name
• Address
• City
• Region
• Postal Code
• Country Code
• Opening Hours

Syncs hours updates made in Hearsay to Yext Financial Professional entities

• Opening Hours

To accommodate the types of data available for synching, customers with this integration also have access to new workspace profile fields on the Workspace Settings page, such as address and opening hours.

To get the integration, see the Hearsay/Yext Listings Integration documentation in the Hearsay Help Center. 

For more information about Listings, visit the Yext Listings Help Center.

This integration requires both Hearsay Social and Yext Listings. To get Listings, or for help installing the integration, please reach out to your Customer Success Manager.

Integration app in the Yext console

Search for posts by tag

Users and admins can now search for specific tags in the Post Library and the Suggested Posts Library, making it easier to find posts related to specific topics more quickly. 

To search by tag, enter the name of the tag in the search bar. The search results then display all posts associated with that tag.

Relate

Receive push upgrades for Embedded Relate with every new release

Organizations can now opt to receive automatic push upgrades to the latest version of Embedded Relate managed package in their sandbox and/or production environments. This eliminates manual upgrades and ensures immediate access to new features and bug fixes.

Contact your Customer Success Manager with your Salesforce Organization ID, Organization name, and Instance to enable push upgrades. 

Hearsay Conversations widget replaces Notifications in the Salesforce Utility Bar

The Salesforce Utility Bar now features the Hearsay Conversations widget, replacing the previous notifications component. In addition to providing real-time alerts when messages arrive, the Hearsay Conversation widget adds:

• Enhanced message filtering capabilities
• Improved conversation navigation

Organizations are strongly recommended to update their Salesforce Utility Bar to Hearsay Conversations because the legacy notifications component won’t receive any further updates.

To access this feature, use this link to upgrade to the latest version of the Embedded Relate managed package. Learn how to upgrade.

After upgrading, organizations with highly customized Salesforce instances can manually add Hearsay Conversations to the Salesforce Utility Bar by following these steps:  

1. In Salesforce’s Setup, go to the App Manager
2. Click the Edit drop down icon (the downward triangle) in the final column for the app where you’d like to add the Conversations utility custom component
3. Click Utility Items, then Add Utility Item
4. Select the Hearsay Conversations custom component

5. Input these recommended settings:

   • Label: Hearsay Conversations
   • Icon: notification
   • Panel Width: 700
   • Panel Height: 710
   • Start automatically: checked
6. Click Save

Hearsay Conversations in the Salesforce Utility Bar showing an unread message alert

Expanded view of Hearsay Conversations in the Salesforce Utility Bar

Disable Salesforce record creation in Embedded Relate

Admins can now prevent users from creating new Salesforce records through Embedded Relate’s Conversation widget. When Salesforce record creation in Embedded Relate is disabled, this restriction:

• Blocks responses to messages from phone numbers not associated with existing Salesforce records
• Shows users a message preview from unassociated numbers, but only allows them to mark as spam or hide the conversation
• Only applies to the Hearsay Conversations widget and doesn’t affect record creation in non-Hearsay Salesforce interfaces or Hearsay Web/Mobile

By default, Salesforce record creation in Embedded Relate is enabled. Admins can disable Salesforce record creation in Embedded Relate by going to Hearsay Settings and switching the Enable record creation toggle.

To access this feature, use this link to upgrade to the latest version of the Embedded Relate managed package. Learn how to upgrade.

Preview for message received from unassociated number. Note that Salesforce record creation is disabled.

Admin setting for changing Salesforce record creation permission

Platform

Create notes and tasks in a contact’s record

To help keep track of important details from interactions with your contacts, you can now enter and view notes or create tasks within a contact record. Notes and tasks appear in a timeline format so you can see the progression of ongoing work with the contact, sorted by most recent. 

To add a new note or task for a contact on the Contacts page:

1. Click on the record for the contact that requires a note.
2. In the contact’s information panel, click the Notes tab. Here you can see a reverse chronological list of all the existing notes and tasks for the contact and mark tasks as completed.
3. Click Add New, then use the toggle to indicate whether it is a note or a task.
4. Write the details of the note or task and click Add Entry.

A yellow icon appears on records that have uncompleted tasks. To complete a task, open the Notes tab, then find the task and check Completed.

Notes tab

New note or task entry

Task with the Completed checkbox

Contact record with uncompleted task

Data & Analytics

Social KPI Scorecard provides Social program metrics

A new Social KPI Scorecard provides monthly aggregates and month-over-month comparisons of data that helps better understand your Social program performance. The Social KPI Scorecard can be filtered by month and hierarchy and includes the following metrics:

Program Reach

• Workspaces Publishing in Report Month
• Social Connections
• Connected Social Accounts by Network
• Distribution of Social Connections

Performance by Network

• Published Posts
• Content Engagements
• Content Engagement Rate
• Published Posts by Network
• Content Engagement by Network
• Content Engagement Rate by Network
• Performance by Network

Performance by Content Type

• Published Posts by Content Type
• Engagements by Content Type
• Engagement Rate by Content Type

Suggested Content Performance

• Total Suggested Content Items
• New Suggested Content Items
• Suggested Content Published Posts
• Suggested Content Engagements
• Suggested Content Engagement Rate

Original Content Performance

• Original Content Published Posts
• Original Content Engagements
• Original Content Engagement Rate

Campaign Adoption

• Dynamic Campaigns Live
• Dynamic Campaigns Released
• Percentage of Workspaces Subscribed to Dynamic Campaigns
• Workspaces Subscribed to Dynamic Campaigns
• Percentage of Workspaces Published from Dynamic Campaigns
• Top Dynamic Campaigns by Subscribers
• Most Published Dynamic Campaigns
• Most Engaging Dynamic Campaigns

Tag Performance

• Top Tags by Published Posts
• Top Tags by Engagements

To access the Social KPI Scorecard: 

1. In the admin side menu, select Analyze 
2. Under Dashboards - General, select Social KPI Scorecard

Social KPI Scorecard

Last Opt-out Date added to the Actions Template Message Report

A new Last Opt-out Date field is added to the Actions Template Message Report. This field shows the date and time when a contact opted out after receiving an Actions Template message, helping verify if the opt-out was in response to a recent template message.

Last Opt-out Date in the Actions Template Message Report

Previous token expiry date added to the Account Directory Report

A new Previous Token Expired field in the Account Directory Report displays token expiration dates, helping admins identify when the previous token had expired and warn users with an estimated expiration date of the current token.

Previous Token Expired field in the Account Directory Report

Identify workspaces by reference ID in the Breakdown by Relate Workspaces Report

A new Workspace Reference ID field in the Breakdown by Relate Workspaces Report maps workspace IDs and Reference IDs, enabling admins to pivot and aggregate workspace metrics around reference IDs.

Workspace Reference ID field in the Breakdown by Relate Workspaces Report

Here's what's in the February 19th release:

Social

• Workspace and user settings have been enhanced and relocated
• Allow publishing for workspace owners only
• Admins can no longer use mentions and alternative descriptions in the same post

Relate 

• Onboard new users in Embedded Relate for Salesforce
• New Firstname and Lastname fields for mapping Objects in Embedded Relate for Salesforce
• Automatically resend Relate invitations to new users

Compliance

• Get alerts for two new PII categories

Data & Analytics

• View Hearsay Actions performance metrics in the Actions Template Messages - All Data Report
• Get AI-powered recommendations in the Suggested Content Performance Report
• Expanded view and multi-CSV export added to the Earned Media Value Dashboard
• View the number of pictures published in a post and links to the pictures in the Post All Data and Suggested Content Performance Reports
• Links to published videos added to the Post All Data and Suggested Content Performance Reports
• Message timestamps added to Private Messages - All Data Report

Social

Workspace and user settings have been enhanced and relocated

Workspace and user settings have been enhanced and relocated in order to simplify the user experience and enable users to more easily locate relevant settings.

Previously, the Workspace Settings and User Settings pages were under the Settings menu. Now, both pages are in the profile picture drop down menu. 

New navigation

Workspace Settings

Most of the information about the workspace owner is now managed from the Workspace Settings page, which consists of the following tabs:

• General - See basic workspace data, like the workspace name.
• Members - Manage workspace members and invites. 
• Accounts - See a list of all the social media accounts connected to the workspace. 

General tab

Members tab

Accounts tab

My User Settings

The information on the My User Settings page is related to the individual user experience in the Hearsay Platform and not business or professional information. The page consists of the following tabs:

• My Information - View and update your name and email address.
• Preferences - Configure the default homepage, language, and timezone.
• Devices - Manage mobile devices connections for Hearsay Mobile or Relate. This page also contains details about Salesforce Embedded Relate integrations. 
• Email Subscriptions - Select and deselect which Hearsay-related emails you’re subscribed to.

My Information tab

Preferences tab

Devices tab

Email Subscriptions tab

Allow publishing for workspace owners only

To minimize risk and provide more control over content management within a workspace, admins can now configure a setting that allows only workspace owners to publish or schedule posts and manage campaign subscriptions on Hearsay Desktop. This new setting can be applied at the hierarchy level.

Note: This setting only applies to Hearsay Desktop. If enabled, non-owner workspace members can still publish and schedule posts or manage campaign content via Hearsay Mobile.

To configure this setting in the Administrative view:

1. In the side menu, click Settings, and under Organizational Settings, click the Workspace tab.
2. Optional Select a hierarchy. 
3. Configure the setting Allow only workspace owners to publish content and manage campaign subscriptions.
   • Disabled (default) - All workspace members within the selected hierarchy can publish and schedule posts or subscribe to campaigns.
   • Enabled - Only workspace owners in the selected hierarchy can publish and schedule posts or subscribe to campaigns.

If this feature is enabled, non-owner workspace members see a banner message on the Campaigns page and their publishing functionalities are disabled.

Grayed out, disabled Publisher for non-owner

Campaigns page banner for non-owner

Admins can no longer use mentions and alternative descriptions in the same post

Previously, when using the admin mention feature in a post with an alternative description, the mentions would disappear or would appear in the alternative description instead. To avoid publishing issues, admins are now blocked from using both a mention and an alternative description in the same post. An error message appears for the following three scenarios:

• An admin tries to add an alternative description to a post that already contains a mention. 
  
• An admin tries to add a mention to a post that already contains an alternative description. 
  
• An existing post has both an alternative description and a mention and the admin must remove one in order to continue publishing the post. 
  

Relate

Onboard new users in Embedded Relate for Salesforce

New users can complete the entire onboarding flow in the Embedded Relate widget, enabling them to accept Hearsay’s Terms of Service, select their business number based on their preferred area code, and begin texting without leaving Salesforce. Read about the Embedded Relate onboarding flow.

Before onboarding new users in Embedded Relate, organizations must make SSO their only login option.

To onboard new users, you’ll need to update to the latest version of the HearsayForSalesforce managed package. Your Customer Success Manager will share the update link with you via email within the coming weeks. Learn how to update.

New User Onboarding in Embedded Relate for Salesforce

New Firstname and Lastname fields for mapping Objects in Embedded Relate for Salesforce

Admins can optionally include Firstname and Lastname fields when mapping Objects in Embedded Relate, enabling users to better distinguish between contacts. 

To access these new fields, you’ll need to update to the latest version of the HearsayForSalesforce managed package. Your Customer Success Manager will share the update link with you via email within the coming weeks. Learn how to update.

New Firstname and Lastname fields for mapping Objects

Automatically resend Relate invitations to new users

Relate invitations are automatically resent every 28 days to users who haven’t created their account. A system task runs daily to calculate if 28 days have passed since the last invitation was sent, and sends a new invitation email to eligible users. By automating the invitation reminder process, organizations can increase Relate’s adoption and better address compliance needs.

To enable this feature, please contact Support at support@hearsaycorp.com with the email titled "Automatically resend Relate invitations - February 2025". 

Compliance

Get alerts for two new PII categories 

Two new PII detection categories have been added, which allow admins to better control privacy settings and protect organizations from the risks of sharing sensitive information. 

The two new categories are Secure Identification PII and Car & Driver PII, which include the following PII types:

Secure Identification PII

• SSN
• US Individual Tax ID
• Passport Number
• UK National Insurance Number
• UK Unique Taxpayer Reference Number 
• CA Heath Number 
• CA Social Insurance Number

Car & Driver PII

• Vehicle Identification Number
• License Plat Number 
• Driver ID/Driver’s License Number

When enabled, Hearsay generates an Alert in Supervision any time we detect that a string of text matches the pattern of one of these PII types.

To enable detection for these PII categories in the Administrative view:

1. On the side menu, click Settings, an under Organizational Settings, click the Lexicon tab. 
2. Near the bottom of the page, enable the Secure Identification PII detection or Driver & Car PII detection settings. 

Data & Analytics 

View Hearsay Actions performance metrics in the Actions Template Messages - All Data Report

A new Actions Template Messages - All Data Report is available, providing important Hearsay Actions performance metrics. This report contains the following fields:

• Workspace ID 
• Workspace Name 
• Workspace Reference ID 
• Workspace Owner ID 
• Workspace Owner Name 
• Hierarchy 
• Customer Phone Number 
• Message Date 
• Template ID 
• Template Name 
• Successful Delivery 
• Failed Delivery Error Context 
• Action Flow Source 
• First Opt-out Date 
• First Customer Response Date 
• First Agent Response Rate 
• First Agent Response time (in seconds) 
• Responding Agent User ID

Actions Template Messages - All Data Report

Get AI-powered recommendations in the Suggested Content Performance Report

In the Suggested Content Performance Report, a new Improve your suggested content strategy using AI section provides:

• A summary and analysis of your content library usage and performance 
• Actionable content strategy recommendations to boost engagement.

Click Generate insight with AI to get personalized insights. Generate one insight daily and share your feedback by rating the recommendations.

Improve your suggested content strategy using AI section in the Suggested Content Performance Report

Expanded view and multi-CSV export added to the Earned Media Value Dashboard

The Earned Media Value Dashboard’s Posts and Campaigns section now shows all posts and campaigns alongside their earned media value. Previously, only the top 5 posts and campaigns were shown. 

If the dashboard is exported as a CSV, each section of the dashboard will be downloaded as a separate file, and all the values will reflect the custom earned media values inputted.  

Posts and Campaigns in the Earned Media Value Dashboard

View the number of pictures published in a post and links to the pictures in the Post All Data and Suggested Content Performance Reports 

The Post All Data and the Suggested Content Performance Reports have a new Number of Pictures field that shows the number of pictures published in a post. The Published Picture field in these reports now contains the links to these pictures. 

Links to published videos added to the Post All Data and Suggested Content Performance Reports  

The Post All Data and the Suggested Content Performance Reports have a new Published Video field that contains links to videos published in posts. 

Message timestamps added to Private Messages - All Data Report

The Private Messages - All Data Report has a new Date/Time field that shows the exact date and time a private message was sent or received. Previously, only the message date was shown.

Here's what's in the November 18th release:

Social

• Calendar redesign includes better filtering, campaign management, and more interactive features 🔷 

Relate

• Set and send an Out of Office Automatic Response 🔷 

Data & Analytics

• Get AI-powered recommendations in Social Insights 🔷 
• User Maturity Model admin report includes UMM tier information

Sites

• New Sites Editor provides customizable tabs and groups 🔷 

Actions

• Enhanced workspace filtering and sorting

🔷 Sandbox preview available 

Social

Calendar redesign includes better filtering, campaign management, and more interactive features

The Calendar page has been redesigned to include more intuitive features that save time, increase user productivity, and allow users to more easily manage their posts. 

Here are some highlights of the new design:

Campaign filtering and management

Campaign names are displayed on the Calendar for improved visibility. Users can click Filter Campaigns in the upper left corner to choose which campaigns to show on the Calendar, unsubscribe from a campaign, or navigate to the Campaigns page. Users can also choose whether to view only campaign posts or only single, non-campaign posts using the new checkboxes.

Filter Campaigns button and Single Posts and Campaign Posts checkboxes

 Filter Campaigns modal

Interactive features

Clickable scheduling allows users to click on a timeslot to schedule a new original post or a post from the Post Library. Additionally, the improved drag-and-drop functionality enables users to easily reschedule content by network.

Clickable scheduling

Enhanced post filtering

Users can apply a broader range of filtering options to the posts that appear in the Calendar. Options include channel, type, and status.

Filter modal 

Encouraging action cards

New actionable cards encourage infrequent users to post more often by allowing them to subscribe to a campaign, select a suggested post, or publish an original post. The cards target users who haven’t scheduled any content in the past 30 days or who have no planned content for the next 30 days.

Action cards

For more information about the Calendar page, see Using Your Calendar. 

Relate

Set and send an Out of Office Automatic Response

A new Out of Office Automatic Response feature helps maintain communication during absences. Users can set and enable a custom reply in Hearsay Desktop or Embedded Relate for Salesforce that automatically goes out when they receive a message. The system saves and enables the auto response only if it passes a lexicon check. If a contact sends multiple messages, the system sends them just one auto response within a 24-hour period. A banner in the Message & Call page in Hearsay Desktop and in the Embedded Relate widget informs users when the Out of Office Automatic Response is enabled. Users can also turn off the auto response from this banner. 

The Out of Office Automatic Response overrides the Working Hours Response when enabled, so contacts receive only the Out of Office message.

Voice-call enabled users can choose to send calls to voicemail during Out of Office Automatic Response setup.

Users on Hearsay Mobile can view outgoing auto responses and initiate or respond to conversations, but they can't change the auto response or enable / disable it. 

This feature is off by default. To turn it on, send an email to support@hearsaycorp.com and include “Enable Out of Office Automatic Response from the November 2024 release” in the subject line. In the email, please add any relevant enablement details and any questions that you may have.

Out of Office Automatic Response setup

Out of Office Automatic Response banner

Out of Office Automatic Response setup in Embedded Relate

Data & Analytics

Get AI-powered recommendations in Social Insights

A new Improve your social media strategy using AI section in the Social Insights dashboard gives recommended actions for optimizing social media usage. Clicking Get a Recommendation leverages AI to analyze the user’s social media performance, compares it to their peers’ performance, and provides suggestions for improvement. Users can generate up to eight recommendations to explore alternate approaches and rate the recommendations they receive.

AI-powered recommendations in Social Insights

User Maturity Model admin report includes UMM tier information

The User Maturity Model admin report has a new UMM Tier field, enabling admins to align each user’s social media performance with their tier.

UMM tier descriptions

UMM Tier field in the User Maturity Model admin report

Sites

New Sites Editor provides customizable tabs and groups

A new Sites Editor reorganizes all content fields into tabs and groups, making it easier to find the correct field for changing content. The Sites Editor now displays all content fields, including those that were previously hidden by default to save space in the old Editor’s UI. 

Hearsay has configured each Sites org's sandbox with a new Editor customized for them. Prior to release, admins can request to change tab or group names, shift a field's placement into a different tab or group, or delay the new Editor's availability by contacting Christine Meginness (cmeginness@yext.com) by 5pm EST Friday, November 15. We can schedule a delayed release for your organization between November 18 and December 9. If we don't hear from you with requests for changes or a delay, we will enable your new Sites Editor on Monday, November 18. 

New Sites Editor with tabs and collapsable groups

Content fields appear when a group is opened

Editing content fields

Actions

Enhanced workspace filtering and sorting

The enhanced filter in the Workspace Management tab enables admins to filter workspaces by which ID Type (Action Flow Source) they either have or are missing, as well as identify which workspaces have missing Relate phone numbers. The new filters help admins see where updates are needed and gauge the level of participation for specific Actions Flows. 

In addition, admins can sort workspaces alphabetically, by last modification date, last activity, or date the workspace was last activated.

New filter options

New sorting options

Last activity sorting is based on the Active timestamp in the Edit Workspace drawer

Here's what's in the September 30th release:

Data & Analytics

• See the monetary value of posts with the Earned Media Value Dashboard for admins 🔷 
• Track which Sites page a contact form came from in the Contact Form Submission All Data Report
• Sampled alerts are included in the Review Alerts All Data Report
• Number of workspaces and social accounts that have published content are included in the Suggested Content Performance Report

Social

• Instagram comment replies are now captured via webhook 🔷
• Capture and archive activity on posts published prior to Hearsay connection 🔷 

Platform

• Enhanced contact filtering 🔷

🔷 Sandbox preview available 

Data & Analytics 

See the monetary value of posts with the Earned Media Value Dashboard for admins

The new Earned Media Value Dashboard helps admins quantify the value of Hearsay Social by translating the number of impressions and engagements for posts published through Hearsay Social into monetary values. Admins can use these values to better evaluate and enhance organizational content and publishing strategy. 

The dashboard is broken down into graphs based on the following post attributes:

• Social media network - Facebook, LinkedIn, Instagram, X (Twitter)
• Media type - image, link, message, video
• Modification type - original, modified, unmodified
• Campaign status - true (is a campaign post), false (not a campaign post)

In addition, admins can adjust the default baseline value for a single impression, like, comment, share, or click. 

Access the new Earned Media Value Dashboard in the Administration view, on the Analyze page, in the Dashboards tab. 

All Engagement Value graph

Media type and Network graphs

Change Baseline Values modal

This feature is on by default and will be automatically enabled for sandbox preview.

Track which Sites page a contact form came from in the Contact Form Submission All Data Report

The Contact Form Submission All Data Report now includes a Contact Form URL field. This field displays the page URL where the form was submitted, enabling admins to evaluate the performance of different Sites pages.

Contact Form URL field in the Submission All Data Report

Sampled alerts are included in the Review Alerts All Data Report

The Review Alerts All Data Report now includes sampled alerts, which are randomly selected events (posts, comments, messages, etc.) that are put through the supervision workflow. Sampled alerts appear in the new Object Type filterable field showing the reviewed item type with 3 possible values:

• Alert
• Sampled
• Pending Publish

Sampled alerts in the Review Alerts All Data Report

Number of workspaces and social accounts that have published content are included in the Suggested Content Performance Report

The Suggested Content Performance Report has 2 new fields, Number of Workspaces and Number of Social Accounts. These fields show the number of workspaces and social accounts that have published content, giving admins a more granular view of content usage.

Number of Workspaces and Number of Social Accounts fields in the Suggested Content Performance Report

Social

Capture and archive activity on posts published prior to Hearsay connection

To fill a compliance gap, Hearsay can now capture and archive some engagement activity for posts that were published on Instagram or LinkedIn before the account was connected to Hearsay. When the engagement occurs, Hearsay creates an alert and archive record for both the engagement activity and for the original post. The enhancement applies to Instagram comments and LinkedIn comments and reactions.

This feature is on by default and will be automatically enabled for sandbox preview.

Instagram comment replies are now captured via webhook

Replies to Instagram comments are now captured via webhook instead of in batches. This allows for faster crawling and archiving.

This feature is on by default and will be automatically enabled for sandbox preview.

Platform

Enhanced contact filtering

The Contacts page now has more robust filtering options that enable users to query for more specific pieces of contact information. Users can create these queries to form targeted contact segments for better communication and more easily search through their contacts for specific information. The new options include things like opt-in status, contact types, upcoming birthdays, and preferred languages.

These filtering enhancements are currently only available on Hearsay Desktop.

Quick filter options

Advanced filter options

Here's what's in the August 12th release:

Social

• New Planner for managing campaigns 🔷
• LinkedIn accounts disconnected for over 180 days and then reconnected cannot be crawled retroactively 

Platform

• New Additional Information field on the Contacts page 🔷
• [CANCELLED] New Hearsay domain will require a firewall update

Data & Analytics

• Users' Email Subscription Settings Report shows user notification configurations 🔷
• Get a more informative notification when downloading a report
• Breakdown by Workspaces Report and Breakdown by Social Account Report now show aggregate number of clicks 

🔷 Sandbox preview available 

Social

New Planner for managing campaigns

A new Planner for admins provides access to all the different campaigns and campaign posts in a calendar view, allowing for easier scheduling and management of dynamic campaigns over extended periods of time. To access information about the Planner in the Help Center, see Manage Dynamic Campaigns in the Admin Planner.

Note: The Twitter logo has been changed to the X logo in this feature. We expect to gradually update the logo in other parts of the platform in future releases.  

To access the Planner, in the Administration side menu, click Plan.

In the Planner, toggle between a week view that shows individual campaign posts, and a month view that shows a high level overview of campaign timelines and a list of campaign posts on each day. 

Weekly view

Monthly view

You can reschedule or delete posts in either the weekly or monthly view by clicking on one or more posts. If multiple posts are scheduled for the same time, click on a post/cover card (weekly view) or time block (monthly view) and all posts appear in a scheduling popup.

Clickable post and post summary in weekly view

Clickable time block in monthly view

Pop-up scheduling modal

Filter the Planner in the following three ways:

• Hierarchy: Display only campaign and campaign content for selected hierarchy and/or region.
• Campaign: Display only the selected campaigns.
• Campaign Posts: Display only campaign posts that meet the desired criteria, similar to the Post Library filter.

Filter by campaign modal

You can also navigate from the Campaign page to the Planner. On the Campaigns page, in the Edit drop down, click the new See in Planner option to see the campaign in the monthly view of the Planner.

LinkedIn accounts disconnected for over 180 days and then reconnected cannot be crawled retroactively

Disconnected LinkedIn accounts that have been in inactive status and without a valid access token for longer than 180 days can no longer be retroactively crawled after they are reconnected. Only activities that occurred after the account is reconnected will be saved. 

Hearsay can still retroactively crawl disconnected accounts for activities that occurred during the organization’s configured history range as long as the account is reconnected within 180 days. 

It is important to consistently monitor user account statuses to ensure there are no compliance gaps, so to find out which accounts are nearing the 180 day disconnection time, please review the Account Directory Report and Profile Snapshot Report.

Example scenarios 

Note: Scenario 2 uses an example historical crawling range of 30 days, but this range can be configured by each organization. If you’re unsure about your historical crawling range, contact support at support@hearsaycorp.com. 

Platform

[CANCELLED] New Hearsay domain will require a firewall update

Previously, Hearsay published guidance that the domain 'hearsayplatform.com' needed to be added to your organization’s firewall allowlist by September 30th. This change has been cancelled and no firewall updates are required at this time. 

If you have already added the domain to your organization’s firewall allowlist, no further action is needed. However, you may remove it if you prefer. We apologize for any inconvenience or confusion.

New Additional Information field on the Contacts page

A new Additional Information field is available in the contact drawer, under Contact Information. The field supports up to 1,000 characters and the contents are included in the search results. This field is currently only visible in Hearsay Desktop.

Contextual information can be crucial for building and maintaining effective business relationships, and having a place to store that information allows for more personalized follow-ups and better service.

Data & Analytics 

Users' Email Subscription Settings Report shows user notification configurations

A new Users' Email Subscription Setting Report provides a snapshot of whether each user has the most critical notifications enabled or disabled in their User Settings. The report can be filtered by hierarchy, but not by date.

The report includes the following fields:

• User ID
• User Name
• WS ID list
• Hierarchy Path
• User Email
• Post Reminder
• Dynamic Campaign Reminder
• Webinars
• Suggested Content
• Post Notification Denials
• New Campaigns
• Action List New Card Notification
• Reauthorization Notification

This new report provides valuable oversight into user email notifications, helping us improve training and enablement efforts by learning which messages are being received by individual users.

The new Users’s Email Subscription Settings Report

Get a more informative notification when downloading a report

A new notification at the top of the page replaces a popup when downloading a report. This new notification includes the clearer and more informative message “Stay on this page to download the report to your computer, or access the report later in your Download History”. This updated language shares where to access the downloaded report and allows admins to continue to do other things in Hearsay Desktop without worrying about losing their report. 

New notification when downloading a report

Breakdown by Workspaces Report and Breakdown by Social Account Report now show aggregate number of clicks

The Breakdown by Workspaces Report and the Breakdown by Social Account Report now show aggregated clicks per workspace in one place. These reporting enhancements saves admins’ time by relieving them of the task of manually manipulating reports to gather data on clicks.

In addition, the Breakdown by Social Account Report has a new Number of Clicks column that shows the total number of clicks for each social account.

The Breakdown by Workspaces Report has the following new columns:

• Number of Clicks - Facebook
• Number of Clicks - LinkedIn
• Number of Clicks - Twitter

In addition, the Breakdown by Social Account Report has a new Number of Clicks column that shows the total number of clicks for each social account.

Here's what's in the June 24th release:

Social

• LinkedIn background photo support 🔷

Platform

• The Message Archive page has been removed 🔷

Data & Analytics

• LinkedIn reposts and Facebook shares added to Post All Data Report
• Instagram and Twitter impression metrics added to the Breakdown by Workspaces Report
• Last authentication date for social media accounts added to the Account Directory Report
• Actions filter added to the Relate Insights dashboard

🔷 Sandbox preview available

Social

LinkedIn background photo support

Users can now update LinkedIn background (cover) photos via Hearsay and Hearsay can crawl for background photos updated via LinkedIn, enhancing compliance and profile management functionalities for connected LinkedIn accounts.

In Hearsay, add a LinkedIn background photo by doing the following:

1. On the My Profile page, next to the LinkedIn account, click Request Changes. 
2. Click +Add More Fields and select Background Photo. 

3. Next to Background Photo, click Choose File, then either upload a photo or browse suggested photos, depending on the organizational settings. 

   • Upload Photo - Select photo from your computer and send it for approval before it can appear on LinkedIn.
   • See Suggested Photos - Choose a pre-approved photo provided by an admin.
4. Click Submit Request.

If a user updates their background photo on LinkedIn, Hearsay crawls the LinkedIn account and creates an alert for the profile change. 

To enable users to manage their LinkedIn background photo via Hearsay, configure the following setting(s) in the Administration view:

1. In the side menu, click Settings, and on the Organizational Setting tab, scroll down to the Social Profiles section. 

2. Click LinkedIn Profile, then configure one or both of these settings, as needed:

   • Background Photo (For supervision) - If enabled, users can upload their own cover photos.
   • Background Photo (Library only) - If enabled, users can choose admin-uploaded pictures from the Cover Photo Library. See Suggested Profile Fields to learn more about how to upload suggested photos.

If both settings are disabled, users cannot see or manage LinkedIn background photos in Hearsay and Hearsay cannot crawl them on LinkedIn.

This feature is ON by default and will be automatically enabled for sandbox preview.

Update Background Photo in Profiles

Cover Photo Library

Admin settings 

Platform

The Message Archive page has been removed

The Message Archive page in the admin view has been removed due to a lack of usage. All of the information that was available in the Message Archive page is still accessible by going to the admin view, then selecting Analyze in the side menu, and then selecting the Reports tab. Here, admins can access all Relate text messages in the Text Messages - All Data report, and all private/direct messages from social media in the Private Messages - All Data report.

A sandbox preview of the Administration view without the Message Archive page will be automatically enabled.

Data & Analytics

LinkedIn reposts and Facebook shares added to Post All Data Report

The Post All Data Report now includes a new Shared Posts field with TRUE/FALSE values. A YES appears on any of the following:

• A post shared by a connected Facebook Business Page.
• An instant repost made by a connected LinkedIn account.
• A “Repost with your thoughts” post made by a connected LinkedIn account. 

Previously, only LinkedIn “Repost with your thoughts” posts were reported, but Facebook shares and LinkedIn instant reposts were not reported.

Capturing reposts and shares allows for better analysis of the associated engagement metrics.

Instagram and Twitter impression metrics added to the Breakdown by Workspaces Report

The Breakdown by Workspaces Report now includes Instagram Impressions and Twitter Impressions fields, which show the number of impressions for the respective social media network during the reporting period. Access to impression metrics for different social media networks allows for more comprehensive workspace performance analysis. Previously, only Facebook impressions were reported. 

Note:  LinkedIn impressions are not available due to API limitations.

Last authentication date for social media accounts added to the Account Directory Report

The Account Directory Report now includes a Last Authentication Date field, which shows the date the user last authenticated the respective social media account. Access to the last authentication date for social media accounts allows admins to give forewarning to users when they need to reauthenticate soon or risk the account being disconnected.

Actions filter added to the Relate Insights dashboard

Relate users with Actions enabled can now filter the Relate Insights dashboard to only show metrics specific to Actions contacts. The filter allows users to analyze conversation statistics, inbound/outbound text usage, and response times only for leads/contacts who were provisioned through Actions.

To view Actions-only conversations in the Insights Dashboard, under Filters, next to Relate Contacts, select Only Actions Contacts. The filter is not visible to Relate users who don’t have Actions.

Here's what's in the May 13th release:

Social

• Require approval for all AI-generated posts 🔷
• PDFs in suggested posts appear as a carousel on LinkedIn 🔷 
• LinkedIn reposts, including instant reposts, are now saved as shares 🔷

Data & Analytics

• User performance now benchmarked against hierarchy instead of organization on Social Insights page
• User Directory Report now includes last used device information
• Account Directory Report now shows whether a user has given Hearsay permission to capture their Instagram direct messages
• Determine if a post was published by a delegate in the Post All Data Report

🔷 Sandbox preview available

Social

Require approval for all AI-generated posts

The post approval process helps build confidence in using AI by mitigating risk and ensuring those posts meet compliance requirements. Previously, the only way to require approval for all AI posts before they’re published was to require approval for all AI and non-AI posts, which is not feasible or necessary for many organizations.  

A new setting allows organizations to require approval for all AI-generated posts, independent of other post approval configurations.

The setting is disabled by default. To enable the new setting in the Administration view: 

1. In the side menu, click in Settings, then click the Organizational Settings tab.
2. On the AI tab, change the Require approval for all posts created with AI to Enabled.

This feature is ON by default for customers with Generative AI already enabled, and it will be automatically enabled in sandboxes for those customers. To enable Generative AI for your organization, contact Support at support@hearsaycorp.com.

Request Approval button on Generative AI post

New AI post approval setting

PDFs in suggested posts appear as a carousel on LinkedIn

When admins include a PDF in a suggested post, the PDF now appears as a carousel when the post is published on LinkedIn. The modern carousel view provides a more engaging and immersive experience for the user’s audience. Previously, posts published via Hearsay only included a link to the PDF.

This feature is ON by default and will be automatically enabled for sandbox preview.

User publishing a suggested post with a PDF to LinkedIn

Post appears as a carousel on LinkedIn

LinkedIn reposts, including instant reposts, are now saved as shares

For clearer insight and analysis of the different types of LinkedIn publishing activities, LinkedIn reposts are now categorized as shares instead of regular posts in Supervision and in the archives. In addition, Hearsay can now capture instant reposts, which are posts shared without any personalized message (Repost with your thoughts). All LinkedIn reposts appear in Supervision as a share regardless of whether they are an instant repost or a personalized repost.

This feature is ON by default and will be automatically enabled for sandbox preview.

Instant Repost and Repost with your thoughts on LinkedIn

Data & Analytics 

User performance now benchmarked against hierarchy instead of organization on Social Insights page

The compared to peers’ average metrics on the Social Insights page now benchmarks the user’s performance against other users within their hierarchy rather than within their entire organization. Because users within the same hierarchy often have similar titles, audiences, locations, lines of business, or other attributes, the hierarchy-level benchmarking provides a more accurate peer comparison.

Social Insights compared to peer's average metric locations

User Directory Report now includes last used device information

The User Directory Report now includes adoption and usage information pertaining to Hearsay apps on mobile devices at the user level. This information helps admins track and measure the adoption and usage of Hearsay mobile apps within their organization. The User Directory Report includes 4 new fields: 

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

If a user has multiple devices registered, the User Directory Report only shows the data from their most recently used device.

Note: The device name is set 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".

User Directory Report with last used device information

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

The Account Directory Report now includes a new field titled Instagram Direct Messages Permission with True and False values. If True, the user has granted supervision permission for Hearsay to capture their Instagram direct messages. By viewing the Hearsay permission status for Instagram direct messages, admins are able to identify compliance gaps and promote the adoption of Instagram.

Account Directory Report showing Instagram direct messages permission status

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

The Post All Data Report has a new column titled Published by a Delegate with True and False values. If True, the post was published by a delegate. This information allows admins to determine which posts were published by delegates, helping them more closely monitor delegate posts and analyze their performance.

Post All Data report showing if a post was published by a delegate