To provide a more consistent user experience across the platform, the in-app dashboards for users and admins have been updated to Yext colors.

Examples of new colors

Here's what's in the October 29th release:

Social 

• Weekly scheduled posts emails for users now available
• Insert localized URLs into suggested posts using Smart Post variables
• Announcement: Facebook Metric Deprecation

Compliance

• Simplified Supervision actions
• Compliance email notification template update
• The old version of Supervision removed from the platform

Relate

• Use conversation labels in Embedded Relate

Platform

• Improved Workspace and Accounts filtering

Sites

• Sites URLs now automatically populate in Workspace Profiles
  

Data & Analytics 

• Send scheduled reports to additional email recipients
• Smart Post column added to Post All Data and Suggested Content Performance Reports
• Token expiration date added to the Account Directory Report
• Filter the Earned Media Value Dashboard by content tag

Social

Weekly scheduled posts emails for users now available

To help users stay informed about their upcoming scheduled content, they can now receive a weekly email every Monday morning at 9 AM summarizing their scheduled social posts for the next seven days. The email lists campaign and non-campaign posts from the user’s Calendar, sorted from earliest to latest, and includes Scheduled, Pending, and Denied posts.

The email also includes posts that need attention prior to publishing, keeping users engaged and aware of required actions. If there are more than four posts, the email includes a link to the Calendar page to see the posts and take any required actions. 

Sample email

To enable this feature for your organization, do the following in the Administration tab:

1. In the side menu, click Settings. 
2. Under Organizational Settings, on the Content & Email tab, configure the setting Weekly upcoming post email.

When enabled, users can turn this email notification on or off from their My User Settings page in the Email Subscriptions tab. The email subscription is called Weekly Upcoming Posts Email.

Insert localized URLs into suggested posts using Smart Post variables

Users with multilingual websites can now choose which language-specific URL to use when publishing suggested social posts. Previously, only English URLs were supported.

To add a URL in a different language, admins can select the User’s Website variable with the appropriate language from the variable list, for example, User’s Website (Spanish). Before publishing, the variable chip is automatically replaced with the workspace-specific URL in the corresponding language, ensuring each post links to the correct localized website. This feature requires website URLs to be correctly populated in each Workspace Profile to function properly.

Variables list with multilingual URLs

To configure this feature, please contact Support at support@hearsaycorp.com with the email title “Localized URLs in Smart Posts, October 2025.” In the email, specify which website languages you want to be added to your variables.

Announcement: Facebook Metric Deprecation

On November 15th, Facebook is deprecating Post Insights metrics for all API versions. 

As a result of the deprecations, the Post Impressions metric will no longer be available for reporting purposes and will be replaced with the Post Media View metric. No other metrics are impacted.

The two metrics are defined as follows:

• A Post Impression is the number of times your post was displayed on a person's screen. Posts include statuses, photos, links, videos, and more. 
• A Post Media View is the number of times your content (posts, stories, reels) was played or displayed. 

Since the media view represents a quantitatively close measure to an impression, we will not change our reporting schema. We will continue to use the existing Facebook Impression field, but will rename it to No of Facebook Impressions/Media Views and the content of the field will be the count of Post Media Views.

The following reports contain the Facebook Impression metric and will be impacted by the change:

• Post All Data
• Suggested Content Performance
• Tag Performance
• Breakdown by Social Account
• Breakdown by Workspace

To ensure users are aware of the update, a metric tooltip will be added to the affected reports to highlight the change.

Compliance

Simplified Supervision actions

The primary actions users can take on a Supervision item have been simplified in order to create better clarity and a more consistent workflow. Users can now select either Acceptable or Needs Attention for each item. 

• Acceptable encompasses alert dismissals or approved changes. 
• Needs Attention includes sub-actions like Deny, Suggest Changes, Spam, or Close, depending on the type of item. Needs Attention has also replaced Resolve.

Reporting is not affected during this release, but reports will be updated in a future release to reflect the new actions. 

Compliance email notification template update

The compliance email notification has been updated with a modern, more polished look and feel. In addition, marketing links have been removed from the email. 

The old version of Supervision removed from the platform

We have removed the old Supervision view from the platform. All existing links to Supervision pages will redirect to the corresponding view in the new version.

Relate

Use conversation labels in Embedded Relate

Embedded 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 use labels, click the 3 dot menu icon in the upper right corner of an open conversation, then click Label as. From there, you can apply one or more labels to the open conversation. 

Labels menu in Conversations list

To manage your labels, click your profile picture or initials, then click Settings > Labels. From here, you can add or delete labels or edit the name and color of your labels.

Manage labels page in Settings

To filter your conversations by label, click Filter > Advanced Filters and select one or more labels to filter by.

Filter modal with labels

Users can add up to 20 labels per workspace and cannot create duplicate labels.

To get conversation labels, use this link to upgrade to the latest version (4.30). Then, contact Support at support@hearsaycorp.com with the email title “Embedded Relate conversation labels, October 2025”.

Platform

Improved Workspace and Accounts filtering

The Workspaces and Accounts page has been updated with enhanced status filtering. Users can filter Workspaces by Cancelled status and filter Accounts by their associated Profile Status. Previously, these two options were only available in the old legacy version of the Workspaces and Accounts page and were not available in the new version. The new version of the page now contains all previous filtering functionalities.

Workspace Status and Profile Status options

Sites

Sites URLs now automatically populate in Workspace Profiles

Sites URLs are now automatically populated in Workspace Profiles, allowing users to create personalized social content at scale. Previously, uploading website URLs was only possible via API.

When a URL is populated, the system tags the URL according to the language of the website, so users can easily identify the language version within their Workspace Profile. When a Site has multiple languages, the Workspace Profile page shows a separate URL for each language. If the website URL changes, the Workspace Profile automatically refreshes to reflect the changes.

URLs in Workspace Profile

Data & Analytics 

Send scheduled reports to additional email recipients

Admins can now send scheduled reports to multiple recipients, saving time and effort when distributing reports to colleagues. To send a report to multiple recipients, enter and select the recipient names on the Create a scheduled report modal. For data security, you can only send the report to names and email addresses that exist in the Hearsay system for your organization.

Smart Post column added to Post All Data and Suggested Content Performance Reports

Admins can now identify whether a post contained Smart Post fields in the Post All Data and Suggested Content Performance Reports. A new Smart Post column with yes/no values allows admins to filter the downloaded report by Smart Post status and evaluate the performance of the Smart Posts vs. normal posts.

Token expiration date added to the Account Directory Report

A new Token Expires At date column in the Account Directory Report allows admins to inform users about the token expiration dates for their social media accounts. Proactively notifying users about upcoming token expiration dates helps prevent compliance gaps that occur when accounts are disconnected due to expired tokens. 

Filter the Earned Media Value Dashboard by content tag

A new Tag Filter on the Earned Media Value Dashboard allows marketing admins to calculate the media value of one or more content tags. This calculation helps admins define and tune their marketing strategy to find the most valuable type of content. 

Admins can select more than one option in the Tags filter by pressing Ctrl (Windows) or Command (Mac) when making a selection.

Here's what's in the September 17th release:

Mobile

• Announcement: Mobile app name being updated to Hearsay Mobile by Yext in October

Platform

• Announcement: The old version of Supervision will be removed from the platform in the October release

Relate

• Add variables to templates
• View contact information in Relate
• New search functionality and enhanced filtering in Relate
• Mark as Unread in Relate and Embedded Relate
• Redtail integration
• Improved Admin view for Embedded Relate
• Announcement: Embedded Relate update required by December due to socket.io changes

Social

• Manage Pages data compliantly in the Sites Editor
• Suggest content to individual workspaces
• Enable users to update workspace profile picture

Data & Analytics 

• Publishing workspace details added to the Earned Media Value Dashboard

Mobile 

Announcement: Mobile app name being updated to Hearsay Mobile by Yext in October

To reduce confusion around the functionality within the Yext apps, we will update the app names to Hearsay Mobile by Yext and Hearsay for Intune by Yext in the app store in October. This change helps clarify that the Hearsay Mobile by Yext apps are exclusively for Hearsay Relate and Hearsay Social products and not other Yext products, like Reviews and Listings.

Along with the name update, the app icon will include the Hearsay logo in Yext colors (black). The name will appear as just “Hearsay” on mobile devices. There will be no changes to any functionalities within the Hearsay Mobile by Yext app as part of this update.

You will be notified when the change goes live and at that time, users can update to the latest version of the app on a supported iOS or Android device.

Platform 

Announcement: The old version of Supervision will be removed from the platform in the October release

In the October 29th, 2025 release, we will remove the old Supervision view from the platform. All existing links to Supervision pages will redirect to the corresponding view in the new version. In addition, the existing banner in the product will be updated to notify users of the coming change.

New banner

Relate 

Add variables to templates

Users can now personalize templates with contact-specific placeholder variables, such as name or email. This enhancement reduces redundant typing, accelerates response times, and strengthens communication consistency. 

To create a template with variables:

1. On the side menu, click My Templates, then click New Template.
2. Enter the template text, and when you get to the part where you want to add a variable, click Add Variable Name. 
3. Select a variable from the list – First Name, Last Name, Preferred Name, Phone Number, or Email Address.
4. Finish creating your template and click Save and Publish.

New Template modal with variable option

When you want to use a template with a variable, click Use Template in the conversation window and look for the template with green highlighted text. 

Template with green highlighted variable

If the contact is missing the piece of information required for the variable, a red error message appears asking you to enter the information. Click the variable name in the template to enter the missing information. 

 Editing a contact with missing variable information

This feature is OFF by default. To enable it, contact Support at support@heartsaycorp.com with the email title “Template variables in Relate, September 2025”. 

View contact information in Relate

To improve productivity and limit the amount of time switching between screens, users can now open a drawer containing contact details and notes within a Relate conversation. To open the Contact Details drawer, click the   >> icon in the upper right of a conversation. Users can view and edit contact details from the drawer and any edited information is updated on the Contacts page. 

Open Contact Details drawer

This feature is OFF by default. To enable it, contact Support at support@heartsaycorp.com with the email title “Contact information in Relate, September 2025”. 

New search functionality and enhanced filtering in Relate

A new search functionality enables users to quickly retrieve conversations by contact name, while enhanced filtering allows users to narrow their conversation list to the exact criteria they need. These new and improved features improve focus, reduce wasted time, and ensure users can find conversations that matter most when they need them. 

To search for a conversation, enter the contact’s name in the search bar at the top of the conversations list.

To filter for certain conversations, click the Filter drop down list and select filters to apply, such as conversation status, opt-in status, and contact type. Multiple filters can be combined to narrow down results. 

Applied filters or search terms appear as tags above the conversation list and can be cleared at any time.

Filter and search term tags

These enhancements are OFF by default. To enable them, contact Support at support@heartsaycorp.com with the email title “New search and filtering in Relate, September 2025”. 

Mark as Unread in Relate and Embedded Relate

Both Relate and Embedded Relate users can now mark conversations as unread, allowing them to indicate that an issue still requires attention. This functionality is especially helpful when multiple users are active in the workspace and they need to harmonize their work.

To mark a conversation as unread, click the three dots to the right of the conversation window or in the Conversation Widget, then click Mark Unread. Follow the same steps to manually mark a conversation as read when the work has been completed. 

Relate Mark Unread option

Embedded Relate Mark as Unread option

This feature is OFF by default in Relate. To turn it on, contact Support at support@hearsaycorp.com with the email title “Mark unread in Relate, September 2025”. 

To get these changes in Embedded Relate, use this link to update to the latest version (4.28).

Redtail integration

Relate can now integrate with Redtail, allowing for seamless synchronization of contacts and call or messaging activities between the two platforms. After synchronization, activities, messages, and calls from Relate will now sync back into Redtail and appear as notes on the respective contact pages.

Example activity in Redtail

To enable the Redtail Integration, see the Enabling Redtail For Your Organization. 

For information about how users can start using the Redtail integration, see Connecting Your Redtail Account to Relate.

Activities appear within a few seconds in Redtail but if there is a higher number of concurrent activities it might take longer. Currently the sync creates a separate task for each activity. 

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

Improved Admin view for Embedded Relate

The Embedded Relate Admin view has been updated with an improved layout, a more user-friendly look and feel, and a new User Management tab to house the forced log out functionality. These changes only apply to those who have admin permissions in Embedded Relate. 

Old Admin view

New Admin view

To get these changes, use this link to update to the latest version (4.28) of Embedded Relate.

Announcement: Embedded Relate update required by December due to socket.io changes

As of December 10, 2025, version 4.24 and lower of Embedded Relate will no longer be fully functional due to changes with a 3rd party provider. To avoid disruptions and continue to get the best possible experience, please update to version 4.27 or later of Embedded Relate prior to December 10th. 

For questions about this update, please contact your Customer Success Manager. 

Social 

Manage Pages data compliantly in the Sites Editor

Organizations that have both Hearsay Social and Yext Pages can now manage their Pages data compliantly through the Sites Editor.  

To edit a Pages site as a user or admin:

1. On the side menu, click My Websites.
2. Next to your site, click Request Changes. 
3. Make any desired updates and click Submit Request.

Your Pages site updates with a Changes Pending Review label until a Compliance Admin reviews the changes.

My Websites page

Changes Pending Review label

Changes are synchronized to the Knowledge Graph after they are approved by Compliance. After the sync is complete, Pages updates the content of the website with the changes.

If the Pages site is updated in the Knowledge Graph, the changes sync back to the Sites page on a scheduled basis. The frequency of this sync defaults to daily but can be configured during implementation. Updates from the Knowledge Graph to Sites are considered automatically approved and do not trigger Compliance. These updates also overwrite any pending changes made by the Sites user.

To get this feature, please contact your Customer Success Manager.

Suggest content to individual workspaces

Admins now have the flexibility to suggest content to individual workspaces. Previously, admins could only suggest content by hierarchy or region. This new suggestion option allows for less rigid and more granular content targeting.

To suggest content to a workspace:

1. In the Suggested Post Library Publisher, click the Suggest to drop down. 
2. Select the Workspaces option. 
3. Enter workspaces you want to suggest the content to. You must add one workspace at a time and press Enter after each entry. 
4. Continue publishing the post like normal. 

The post is now only visible to the selected workspaces. To suggest the same post to a specific hierarchy or region, you must create a duplicate post and select the Hierarchies option.

Enable users to update workspace profile picture

Admins can now allow users to manually update their workspace profile picture in the platform. Previously, the photo was pulled from LinkedIn and if the user changed their LinkedIn photo, they had to disconnect and reconnect their LinkedIn account for the new photo to refresh on the platform. 

To enable profile picture updates in the Administration view:

1. On the side menu, click Settings. 
2. Under Organizational Settings, click the Workspaces tab. 
3. Under Workspace Profile Fields, configure the Profile picture visibility and editability settings. You can also enable or disable compliance requirements for the pictures. 

Once enabled, users can follow these steps to update their profile picture:

1. Click your profile picture, then click Workspace Settings. 
2. On the General tab, in the My Workspace Profile section, click Modify. 
3. Upload your profile picture, then click Save. 

The new photo appears as the profile picture within an hour or, if applicable, after it has been approved by Compliance. 

Data & Analytics 

Publishing workspace details added to the Earned Media Value Dashboard

To make it easier to track which users are posting high value content, the Earned Media Value dashboard now contains the following new fields:

• Publishing Workspace ID
• Publishing Workspace Name
• Reference ID

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 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.