We have made the following enhancements to Hearsay Actions:

Automatic Source Channel Labeling

Contacts and leads are now automatically labeled with their source channel at creation. Labels include sources such as Actions flow or a website chat. Labels are sortable and filterable, giving admins visibility into where activity is coming from.

This feature is OFF by default. To enable it, go to Actions > Organization Settings and turn on the Automatic Labeling setting.

Workspace-Specific Working Hours

Actions can now use workspace-specific working hours configured in Relate rather than a single organization-level schedule. This ensures the correct message template (inside vs. outside business hours) is used for each workspace and that follow-up notifications reach users at the right time. This is especially useful for organizations with users across multiple time zones.

This feature is OFF by default. To enable it, go to Actions > Organization Settings and turn on the Workspace-Specific Working Hours setting. Existing Do Not Disturb settings are unaffected.

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 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 to look for in the November 18th release.

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

Social

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

Problem Solved: The Calendar is a popular tool for users to manage their posts, but the current design is outdated and lacks efficient filtering options, especially for campaign posts. Additionally, the interface does not provide modern and intuitive features like drag-and-drop functionalities or clickable scheduling, making it more difficult for users to quickly organize and adjust their posts.

Expected Value: Enhancing the Calendar with better filtering and more interactive and intuitive features saves time, increases user productivity, and allows users to more easily manage posts.

Expected Solution: The Calendar page will be redesigned with a more intuitive layout for improved navigation, a better overview of scheduled posts, and a more modern look and feel. Below are some highlights of the new design.

New Calendar design

Campaigns will be easier to see and manage. Campaign names will be displayed in the Calendar for improved visibility and users can click on a campaign to open the Campaigns page and manage their subscriptions.

Campaigns modal

Clickable scheduling options will allow users to add new original posts or find posts from the Post Library. Additionally, the improved drag-and-drop functionality will allow users to easily reschedule content by network.

Clicking on the Calendar to create or select a post

New actionable cards will encourage infrequent users to post more often. 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

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Get better timing suggestions when scheduling posts

Problem Solved: The algorithm that suggests post times for the Recommended Times feature in the Publisher currently doesn’t take into account some important factors, such as timezones or content type. In addition, the limited rescheduling options can create a frustrating user experience.

Expected Value: More relevant scheduling time recommendations and easier post rescheduling reduces confusion and creates a better user experience.

Expected Solution: The algorithm has been revised to consider more factors when recommending times, including social network type, timezones, publish date, and content type.

New time recommendation options in the Publisher 

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations.

Admins can now only use alternative descriptions OR @ mentions in a post

Problem Solved: When an admin creates a post with an @ mention in it, any alternative descriptions for the post also contain the mention when they’re not supposed to, among other bug behaviors.  

Expected Value: Creating solutions for working around publishing issues helps reduce user frustration and errors. 

Expected Solution: Admins can now add either @ mentions to a post, or add alternative descriptions, but cannot do both. For existing posts that contain both features, admins can either delete the @ mention or remove the alternative descriptions to avoid errors. For new posts, when one feature is used the other is automatically disabled. An informational message also appears next to the disabled feature. 

Alternative description disabled message

@ mentions disabled message

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

Data & Analytics

Get AI-powered recommendations in Social Insights

Problem Solved: Users find it difficult to continually improve their efficiency and success with their social media activities. They don’t know how to leverage and analyze multiple data points to take the next best action for their social media strategy. 

Expected Value: Providing AI-powered recommended actions based on data that Hearsay collects will allow individual users to improve their use of social media. 

Expected Solution: A new Improve your social media strategy using AI section at the top of the Social Insights dashboard will provide recommendations for social media actions. Clicking the Get a Recommendation button in generates personalized recommendations to improve the user’s social media performance. These recommendations will be based on individual users’ social media performance as well as the performance of their peers. Users will be able to re-generate new recommendations, if they would like to pursue alternative approaches. Finally, users will be able to rate the recommendations they receive by using the thumbs-up and thumbs-down buttons.

AI recommendation section on Social Insights page

Recommendation populated

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations using Social

Relate

Set and send an Out of Office Automatic Response

Problem Solved: If a user is out of office and receives a text message from a client, the client gets no automatic response letting them know that the person they are trying to reach is currently unavailable.

Expected Value: The Out of Office Automatic Response feature will reduce client frustration due to unanswered messages and help maintain communication even during periods of absence. Users will also have the flexibility to customize their automatic replies, ensuring that their messages align with their individual brand voice and communication style.

Expected Solution: The Out of Office Automatic Response feature will provide the following functionalities: 

• Create, edit, and enable / disable the Out of Office Automatic Response on Hearsay Desktop and Embedded Relate for Salesforce. The Out of Office Automatic Response will only be saved if it passes a lexicon check.
• Automatically send a custom out-of-office message to all incoming texts, when enabled.
• Send only one auto-reply to a conversation within a 24-hour period.
• View a banner in the Message & Call page on Hearsay Desktop and Embedded Relate informing users that Out of Office Automatic Response is enabled. Users can also disable Out of Office Automatic Response from this banner. 

Out of Office setup in Hearsay Desktop

Out of Office banner in Hearsay Desktop 

Out of Office setup in Embedded Relate

Out of Office banner in Embedded Relate

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: The Out of Office Automatic Response will only be saved if it passes a lexicon check.
Availability: Off for all organizations, but can be turned on by contacting Support.

---

Sites

Sites Editor Refresh

Problem Solved: When Agents and Advisors want to change their website's content it takes too much time and effort to figure out and find the field that they want to update. This causes frustration and they rather abandon the interface.

Expected Value: Improved user experience and ease of use saves time for the user and potentially increases the adoption of Sites Editor.

Expected Solution:

1. Fields are reorganized, popular ones are closer to the top.
2. Tabs and field groups are introduced to make it easier to locate fields.
3. Less popular fields are moved to lower level of last tabs

These changes will eliminate the need of the add/remove/hide fields functionality. Every field can be displayed in an organized way so that the user can get an overview of their website data, including the fields that were hidden by default to save space on the editor page.

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

Actions

Enhanced workspace filtering and sorting

Problem Solved: Currently there is no way to filter or search for workspaces by Actions Flow Sources they’re participating in, or by things that require attention like whether or not they have a missing Relate phone number. 

Expected Value: Enhanced workspace filtering and sorting capabilities will allow organizations to more easily to see where updates are needed and identify the level of participation for specific Actions Flows.

Expected Solution: An 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. In addition, admins can sort workspaces alphabetically, by last modification date, last activity, or last activated.

New filter options

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

Organizations with Actions enabled can now create up to 40 message templates, allowing for more customization and better targeting.The previous limit was 20 templates.

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

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

Actions

Automate multiple outreach messages and trigger notifications via outreach message templates

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

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

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

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

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

New workflow for repeated outreach messages

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

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

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

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

Expected Solution: Texts sent through Actions will go to the contact phone number requested by the external system via the API call. This enhancement will automatically add the missing phone number to the Contacts page by either creating a new contact record or adding the number to the existing contact record. Then, a new conversation window will open in Relate. 

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

Data & Analytics

User Directory Report now includes last used device information

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Social 

• Use Generative AI to create posts 🔷 
• Advisor/agent Post Library navigation refresh 🔷 
• Public Comments page is being sunsetted 🔷 
• Receive helpful Twitter error messages instead of a generic error
• New Homepage notification displays if Instagram DM access is disabled 
• Archive or ignore LinkedIn Recruiter and Sales Navigator InMail messages via a new admin setting 

Relate

• Admin-managed Message Templates 🔷 

Platform

• New login page experience 🔷 (preview instructions are in the release note)

Actions 

• Actions prompt feedback API 🔷 
• Actions Workspace Management tool for admins 🔷 

Data & Analytics 

• Post All Data report includes posts published as Instagram Stories and associated metrics
• Breakdown by Workspace report includes top interest categories for advisor/agents and their audience
• Post All Data report flags posts originating from Content+
• Contact Form Submission All Data report includes the Sites lead source

🔷Sandbox preview available. Contact your Customer Success Manager for more information.

Social 

Use Generative AI to create posts

Original content performs significantly better than suggested library content, and helping advisors/agents create more original content with less effort saves time and helps increase engagement.

A new Generative AI solution helps advisors/agents create more original content by generating descriptions for posts on any of their social media accounts. The tool works as follows:

1. The user selects the parameters of a post description, such as the tone, length, and required words and phrases. The user can add their own words and phrases to be included in the post description, or select from a list of suggested words and phrases generated for them based on recently popular posts among their peers. 
2. Hearsay sends a prompt to Jasper, our secure third-party AI partner, with the specified requirements, and the engine sends back a complete post description. We will never send customer data to Jasper, we only send the specifications for the post description. 
3. The advisor/agent can select from different versions of the description, add images and links, or make edits before publishing.

Note: Generative AI is currently only available in English.

To see how to generate a post description, see Creating a post description with Generative AI. 

To learn more about how the AI works, see How does Generative AI work?

Create a New Post with AI workflow

Post description example

Review and Publish page

This feature is off by default. To turn it on, or to enable the sandbox preview, contact your Customer Success Manager.  

After Hearsay turns the feature on for your organization, you can enable it in the new AI tab. For complete instructions, see Enabling Generative AI.

Generative AI setting

Advisor/agent Post Library navigation refresh

The Post Library contains several tabs: Recommended, Browse, Prereleased, Campaign, Scheduled, Published, Promoted, Denied, and Pending. However, the large number of tabs creates confusion, and improving the organization and layout of the tabs improves usability and creates a smoother and faster journey from post selection to publication.

To improve the user experience, all the tabs currently in the Post Library have been merged into four tabs: 

• Explore: A renamed tab that displays released and pre-released organization posts.

  • A new Status filter and a Soon label on pre-released posts allow users to filter for and differentiate between Soon and Released posts.

• My Posts: A new tab that contains scheduled, published, pending, and denied posts.

  • Within the Scheduled and Published categories, there is a new Campaign label on posts that are scheduled to be published or already published by a campaign to make a distinction between the posts the advisor/agent publishes by themselves vs. by campaign automation.
• Recommended: An existing tab that is visible for organizations that allow AI-powered post recommendations.
• Promoted: An existing tab visible for those organizations that allow publishing promoted posts on Facebook.

Explore tab

My Posts tab

Public Comments page is being sunsetted

To simplify the user experience, The Public Comments page, along with its related functionalities, is being removed from the Hearsay Social product. Users can now view and respond to comments on the Published Posts tab.

Receive helpful Twitter error messages instead of a generic error

Instead of showing the vague error “Posting content to Twitter has failed” for any publishing error that occurs on Twitter’s (X’s) side, Hearsay now displays a more helpful error message specific to the problem.

Sample error

New Homepage notification displays if Instagram DM access is disabled

Hearsay users can disable Hearsay’s ability to crawl for and capture Instagram DMs by changing a setting in the Instagram app, and Hearsay cannot override the setting, even when Instagram DMs are configured to be captured at the org level. To prevent compliance gaps and ensure Hearsay can save Instagram DMs, Hearsay now generates a Recommended Actions item on the user’s Homepage that notifies them that this setting is against their organization’s compliance policy and gives them a link to an article that explains how to fix it.

Setting in Instagram

Recommended Action item

Archive or ignore LinkedIn Recruiter and Sales Navigator InMail messages via a new admin setting

To allow organizations more control over whether LinkedIn Recruiter and Sales Navigator InMail messages are saved to the archive or not, Hearsay has added the option to archive or ignore either type of message. 

To change the settings:

1. Under Organization Settings, click the Review & Archive tab. 
2. In the Social Activities section, click LinkedIn. 
3. Under Private Messages, the new Sales Navigator and Recruiter InMail settings can be switched to Archive or Ignore. 

If the Private Messages setting is changed from Ignore to Archive, the Sales Navigator and Recruiter InMail settings automatically change back to the last configuration before the Private Messages setting was set to Ignore. The setting only applies to incoming DMs. If a Hearsay user replies to a Sales Navigator or Recruiter InMail message, their reply will still be sent to archives regardless of whether the setting was set to Ignore or not.

Settings page

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Relate

Admin-managed Message Templates

Message templates allow users to save time when sending the same message to different clients. Administrators can now create message templates, allowing them to draft consistent messages that align with their organization's best practices, and helping them reduce the time advisors/agents spend creating the same message content. Advisors/agents can access available templates in the Relate message composer. 

A new menu item is available in the admin view’s side navigation panel called Templates, where admins can view, create, and delete message templates. The Templates tab contains a message template library that shows message template cards containing individual template's title, textual content, and creation date and time.

Advisors/agents can view, select, edit, send, or schedule to send admin-created message templates from their Relate message composer.

Message templates will only be available in the Relate web platform initially. Administrators can create a maximum of 20 templates. Templates have 1600 character limit. Templates apply to the entire org and they cannot be restricted/enabled by hierarchy.

To learn more about creating message templates, see Creating and Managing Text Message Templates.

To learn more about using templates to send text messages, see Using Text Message Templates.

Message Template library in the admin-view

Message Template composer

Message Template drawer in the Relate message composer

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Platform

New login page experience

A new login page has been introduced, providing a cleaner and more seamless experience to access Hearsay via SSO. The login via Facebook and LinkedIn buttons have been removed from the login page, and instead users are first prompted to enter their registered email address and a link to the authentication page is sent to that email address. The authentication page contains options to use SSO, Facebook, or LinkedIn to login, however the user is only presented with those options that they have available, based on their organization’s configuration. For example, if the user’s organization only has SSO available, then the authentication page will only show them the SSO option. After selecting their method of authentication, all further login steps remain the same.

This update does not change any of our supported authentication methods, it only changes how we present these authentication methods to our users. Organizations that use a URL redirect to an SSO will continue to be able to do so.

To preview the new login experience before it goes live on October 2nd:

1. Visit https://login.hearsaysocial.com/v2/, add your registered email address, and click Continue. You will receive an email with a URL to log in.
2. Copy the login URL and paste it in a new tab in your browser, then add /v2/ before your ORG_ID in the URL. The login link should look like https://login.hearsaysocial.com/v2/[YOUR ORG_ID]. 

New login pages

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Actions

Actions prompt feedback API

A new Actions API is replacing the current API, which doesn’t provide mandatory validation and prompt feedback when the sent record contains invalid fields. The new Actions API provides fast and accurate feedback to external systems about the success or failure of the record insertion, creating faster time to value and making it easier to make data corrections.

The new API has backward-compatible insertion payload and format, and accepts the same API token as the existing Actions API. However, the new API has a different URL. 

There will be a six-month grace period from the day of release (October 2nd) where existing Actions customers can switch to the new API, and after the grace period, the old Actions API will be disabled. 

To learn more about the transition process and set a date to begin the migration, or to enable the sandbox preview, contact your Customer Success Manager. 

Actions Workspace Management tool for admins

To enable admins to have more control over Actions workspaces and more efficiently resolve advisor/agent change requests, a new Workspace Management tool allows admins to activate and deactivate Actions workspaces and provision selected workspace-specific parameters via the Administration view in Hearsay Desktop. Here is a complete list of capabilities admins have with the new Actions Workspace Management tool:

• Obtain a workspace owner’s contact information from existing Hearsay profiles.
• Activate and deactivate Actions workspaces.
• Add, delete, and modify selected parameters of Action workspaces
• Add external IDs to a workspace. A maximum of 50 external IDs can be added to a workspace.
• Filter for inactive, active, and deactivated workspaces
• Search for Action workspaces. Search is case-sensitive and works in text and numeric fields like name, email, phone number, reference ID, or external ID.

This feature is off by default. To turn it on, or to enable the sandbox preview, contact your Customer Success Manager.  

Filtering and searching

Managing Actions-specific workspace data

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Data & Analytics

Post All Data report includes posts published as Instagram Stories and associated metrics

The Post All Data report now includes posts published as Instagram Stories, as well as their associated impressions and engagements. The Publish Type field of the Post All Data report displays the value Story for all Instagram Stories. The impression metric of the Instagram Story appears in the Num.Impressions field and the reply metric appears in the Num.Comments field. 

Post All Data report with the new Publish Type field

Breakdown by Workspace report includes top interest categories for advisor/agents and their audience

Previously advisor/agents’ and their audience’s top interests were only available on the Social Insights for advisors dashboard. These will now also be visible to administrators in the Breakdown by Workspace report. The Breakdown by Workspace report is extended with 2 new fields: “Advisor’s Top Interest” and “Audience’s Top Interest”. These fields display the top interest categories for advisor/agents (based on their historically published posts), and the top interest categories for the advisors/agent's audience (based on their engagements with posts). This information will be available at the individual workspace level.

Breakdown by Workspace report with top interest categories

Post All Data report flags posts originating from Content+

Administrators can track the number of posts originating from Content+ at the individual post level, allowing them to see if a specific post came from Content+. This information about post origins is available in the Post All Data Report, which has a new Origin field with 2 possible values: 

• Own: indicating that the post originated from the organization’s content library 
• Content+: indicating that the post originated from Content+

Post All Data report showing origins of posts

Contact Form Submission All Data report includes the Sites lead source

Hearsay Sites administrators can now see if leads are originating from Sites Events RSVPs or if leads are originating from contact forms on Sites pages. This information about lead sources is available in the Contact Form Submission All Data report, which has a new Event RSVP field with 2 possible values:

• TRUE: indicating that the lead came from an Event RSVP
• FALSE: indicating that the lead came from a contact form on a Sites page

Contact Form Submission All Data report with Sites lead source information

Here's what to look for in the October 2nd release. 

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

Social

Advisor/agent Post Library navigation refresh

Problem Solved: The current advisor/agent Post Library contains multiple tabs for viewing different kinds of posts, such as Recommended tab (for AI-powered content recommendations), the Browse tab (for viewing all posts available in the workspace), the Prereleased tab (for pre-approved content), the Campaign tab (for viewing posts in specific Campaigns), as well as several other tabs for viewing published posts, scheduled posts, posts pending approval, etc. Our UX testing has revealed that this large number of tabs in the Post Library creates confusion for advisors/agents and impedes them from using all the available functionalities provided by Hearsay. 

Expected Value: Improving the organization and layout of the large number of tabs in the Post Library will lead to a smoother and faster journey from post selection to publication, and improve the usability of the platform overall.

Expected Solution: The large number of tabs currently in the Post Library will be merged into the following 4 tabs: 

• Explore: A renamed tab that displays released and pre-released organization posts.
• My Posts: A new tab that combines scheduled, published, pending and denied posts. 
• Recommended: An existing tab that is visible for organizations that allow AI-powered content recommendations.
• Promoted An existing tab visible for those organizations that allow publishing promoted posts on Facebook.

Explore

My Posts

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations

Use Generative AI to generate post descriptions

Problem Solved: According to our studies, original content performs significantly better than library posts, but it can be time-consuming and difficult to create new posts from scratch.

Expected Value: Generative AI can help advisors/agents create more high-value original content with less time and effort.

Expected Solution: We have created a generative AI solution that creates descriptions for advisors/agents to add to posts on any of their social media accounts. The tool works as follows:

1. The advisor/agent selects parameters of a post description, such as the tone, length, and required words and phrases. The advisor/agent can add their own words and phrases to be included in the post description, or select from a list of suggested words and phrases generated for them based on recently popular posts within their hierarchy or organization. 
2. Hearsay sends a prompt to our secure, third-party AI engine with the specified requirements, and the engine sends back a complete post description. 
3. The advisor/agent can select from different versions of the description, add images and links, or make edits before publishing.

Who is impacted: Advisor/Agent, Client, Compliance Admin, Marketing Admin
Archiving and Compliance Implications: Posts created using Generative AI will be treated as regular posts in Supervision.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.

Public Comments page is being sunsetted

Problem Solved: The Public Comments page is almost identical to the Published Posts in the Respond tab, which causes confusion.

Expected Value: Simplified functionalities without redundant processes create an easier navigation experience for advisors/agents.

Expected Solution:The Public Comments page along with its related functionalities is being removed from the Hearsay Social product. Advisors/agents can use the Published Posts tab to view and respond to comments on their posts instead. 

Who is impacted: Advisor/Agent
Archiving and Compliance Implications: N/A
Availability: On for all organizations

Relate

Admin-managed Message Templates

Problem Solved: Message template functionality is not available, requiring users to manually input the same content many times over. This leads to an inefficient use of time when drafting commonly used messages like meeting reminders and anniversary greetings. 

Expected Value: Message templates will allow users to save time when sending the same content to different clients and promote best practices in those communications. Administrators will be able to create and customize message templates, allowing them to create consistent messages that align with their organization's best practices, and helping reduce the time advisors/agents spend creating the same message content. 

Expected Solution: A new menu item will be created within the Admin view’s side navigation panel called Templates, where admins will be able to view, create, and delete message templates. The Templates tab will contain a message template library that will show message template cards containing individual templates' title,  textual content, and creation date and time. 

Advisors/agents will be able to view, select, edit, and send admin-created message templates from their Relate message composer.

Message templates will only be available in the Relate web platform initially.

Who is impacted: Advisor/Agent, Compliance Admin, Marketing Admin, Program Admin
Archiving and Compliance Implications: Messages created using Message Templates will be treated as regular 1:1 messages, and they will follow existing archiving and compliance functionalities.
Availability: Off for all organizations, but can be turned on by contacting your Customer Success Manager.

Platform

New login page experience

Problem Solved: Currently, the most prominent buttons on Hearsay’s login page directs users to login via their Facebook or LinkedIn accounts. However, less than 5% of our users login by using Facebook or LinkedIn. The vast majority of our users login via SSO, but the option to send the SSO link to their registered email is hidden behind a small Not sure how to login? button. This organization of login methods impedes a smooth and quick way to access Hearsay for most of our users, who have to go through an additional step when logging in.

Expected Value: By prioritizing SSO login, we are able to better serve the vast majority of our users with their preferred login method and provide a more seamless experience. 

Expected Solution: The Facebook and LinkedIn buttons will be removed from the login page, and instead, users will be prompted to enter their registered email address. Once the correct email address is entered, a link to the authentication page will be sent to that email address. The authentication page contains options to use SSO, Facebook, or LinkedIn to login, however, the user will only be presented with those options that they have available, based on their organization’s configuration. For example, if the user’s organization only has SSO available, then the authentication page will only show them the SSO option. After selecting their method of authentication, all further login steps will remain the same.

This update will not change any of our supported authentication methods, it will only change how we present these authentication methods to our users. Organizations that use a URL redirect to an SSO will continue to be able to do so.

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

Increased API security after creating a token

Problem Solved: API tokens/keys are always visible in the admin view, under Settings > Integrations, which makes them easy to copy and misuse.

Expected Value: Better token security improves the safety of customer data.

Expected Solution: The API Token value will only be shown immediately after it is created. After that, it will be hidden in the list of tokens on the Integrations page. If access is needed for a new application, a new token will need to be created.

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

Actions 

Actions prompt feedback API

Problem Solved: Currently, Actions receives triggers from external systems via a multi-use Hearsay synchronization API. This limits the possibility of enhancing the Actions API with mandatory validation and prompt feedback information. Actions reports come one day after the status change due to the standard Hearsay Reporting architecture.

Expected Value: Faster and more accurate feedback from the Actions API creates faster time to value and helps organizations make corrections immediately if the sent request record contains invalid fields.

Expected Solution: A new Actions API will provide more immediate feedback to external systems about the success or failure of the record insertion. The new API has the same insertion payload and format, and accepts the same API token, as the existing Actions API. The new API will have a different URL. There will be a six-month grace period from the day of release where existing Actions customers will be able to switch to the new API, and after the grace period, the old Actions API will be disabled. 

To learn more about the transition process and set a date to begin the migration, contact your Customer Success Manager.

The number of available customer message templates has increased from 10 to 20. This allows organizations to create, test, and compare more templates to find which ones resonate most with their audience. Which template to use is specified via API, and is expressed as T01 through T20. To access templates, in the Administration view, click Actions in the main side menu, then click the Contact Message Templates tab.

Clients are more likely to respond to a message containing specific information directly linked to an inquiry, for example, a car make and model. To increase the likelihood a client will respond to a message, there are several new variables that can be included in an outgoing message using the Actions workflow. Admins can include the new variables in message templates, and external CRMs or Lead Management Providers then send the corresponding values that match the variables to be included in the message via API. If a value is missing for a variable, Actions doesn’t send a message.

The new variables that can be included in message templates are as follows:

• Dynamic Agent's Nick Name: @{dynamicAgentNickName}
• Dynamic URL: @{webUrl}
• Contact's Vehicle Year: @{contactVehicleYear}
• Contact's Vehicle Brand: @{contactVehicleBrand}
• Contact's Vehicle Model: @{contactVehicleModel}
• Contact's City: @{contactCity}
• Contact's State: @{contactState}
• Contact's Zip Code: @{contactZip}
• Policy ID: @{policyId}

To add new variables to the API requests that trigger the start of Action workflows, contact your Customer Success Manager. After that, the new variables can be included in message templates.