Here is what's in the August 5th release:

Compliance

• Image and Attachment PII Scanning and Removal

Compliance  

Image and Attachment PII Scanning and Removal

Relate now applies PII rules to images and document attachments, not just message text. Using optical character recognition (OCR), the system reads text inside images, screenshots, and PDFs and runs it through the same lexicon and rules already applied to written messages. When sensitive personally identifiable information (PII) is detected, such as a driver's license or Social Security card, the attachment is automatically removed from the conversation and replaced with a notice, while the original content is retained in the compliance archive.

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

Social

• Reusable Content Distribution Groups

Platform

• AI Signposting
• Navigation Bridge Enhancements

Compliance

• Contextual Risk Analysis

Relate

• Embedded Relate Phone-Based Matching Mapping Control

Data & Analytics

• Add Conversation ID Field to Text Message All Data Report

Social

Reusable Content Distribution Groups

Admins can now create reusable workspace groups to efficiently target posts to specific sets of workspaces. Here are key behaviors when working with workspace groups:

• No hierarchies within groups - Groups have no hierarchy between them and a workspace can belong to multiple groups. 
• No retroactive effects on posts - Editing or deleting a group does not affect previously scheduled or published posts.
• Multiple post targeting methods - Admins can target a mix of workspace groups and individual workspaces for a single post.

Admins can view, edit, or create workspace groups on the Organization page. To create a new workspace group: 

1. In the side menu, click Organization, then click the Workspace Groups tab.
2. Click Create a New Workspace Group and add the required information. 
3. Click Save.

To suggest a post to a workspace group:

1. In the Post modal, click the Suggest To dropdown. 
2. Select Workspaces and Groups. 
3. Enter the name of the workspaces and workspace groups you want to target the post to. 
4. Continue publishing the post.

Limitations

• A workspace group can contain a maximum of 200 workspaces. 
• Admins can suggest a post to a total of 200 workspaces, including those that are part of groups.
• Workspace groups are not yet available for campaigns.

Platform

AI Signposting

Hearsay is rolling out a standardized AI signposting system across the platform. This gives you clear, consistent visibility into when AI is at work. It's designed to keep Hearsay aligned with global regulations, including the EU AI Act, without adding complexity to your workflow.

AI signposting is being added across the platform on a rolling basis. These will appear as "Powered by AI" labels and AI icons to help you quickly understand where AI is infused in the product.

Navigation Bridge Enhancements

Yext and Hearsay platform users now benefit from a unified cross-platform experience. Yext Accounts are linked to Hearsay Organizations, and users are matched across both systems, enabling shared login sessions and instant platform switching from the navigation bar.

Overall, the new behavior is more reliable than logging in and out consistently adds or removes access across both platforms, and an active session in either platform allows seamless navigation to the other without re-authenticating.

To enable this feature, reach out to Yext Support.

Compliance

Contextual Risk Analysis

Contextual Risk Analysis uses LLM-powered detection to identify thematic compliance risks in communications, moving beyond traditional keyword-based rules. This approach reduces false positives and provides more meaningful alerts for compliance users, especially in environments with large volumes of unreviewed alerts. 

Contextual Risk Analysis works by using predefined prompts to identify and create an alert for the following risk category signals:

• Promissory Statements: Language that guarantees a specific outcome, promises a future return, or uses definitive "will/shall" language regarding value or performance.
• Securities Instruments: References to stocks, bonds, mutual funds, ETFs, options, futures, derivatives, brokerage accounts, crypto-assets, IRAs, 401ks, or tokens. Does not flag insurance, annuities, bank products, loans, or mortgages.
• Politically-Charged Statements: Political or policy-related language that could be interpreted as partisan, advisory, or influential.
• Threats: Threats of violence or harm to the company, employees, or leadership. Does not flag criticism, insults, or legal threats.

This feature is off by default. To enable it, contact Support at support@hearsaycorp.com. 

Relate

Embedded Relate Phone-Based Matching Mapping Control

Admins can now decide which Salesforce object mappings participate in phone-based record matching. This helps customers route conversation-list and scheduled-message navigation to the right business object, such as Case instead of Contact, without changing record-page widget lookup or conversation creation behavior.

A new setting, Include in phone-based matching, has been added to the Hearsay Admin mapping modal. This setting controls whether a given Salesforce object mapping is considered during phone-based record matching.

• Enabled mappings are considered when matching conversations or scheduled-message notifications back to Salesforce records by phone number.
• Excluded mappings are ignored in those navigation flows.
• If all mappings are excluded, conversation-list search returns no recipients and notification search returns the existing NO_MAPPING_FOUND behavior.
• Record-page widget lookup and conversation creation remain outside this change.

To configure the new phone-based matching, upgrade to Embedded Relate v4.44.0, then do the following:

1. Navigate to the mapping modal for the desired Salesforce object mapping.
2. Toggle the Include in phone-based matching setting on or off.
3. Save the mapping configuration.

No changes are needed for existing organizations — legacy mappings are included by default.

Data & Analytics

Add Conversation ID Field to Text Message All Data Report

A new Conversation ID field has been added to the Text Message All Data report, making it easier to filter for specific conversations and analyze messages as a single conversation thread.

Here is what's in the April 1st release:

Social

• Allow End Users to Personalize Suggest Post Images
• Support Meta Special Ad Categories for Boosted Posted
• Hearsay GenAI Features General Availability
• Track Links in Social Post Text within Picture Posts

Relate

• Template Variables for Embedded Relate
• Starred Conversations in Embedded Relate
• Supervised Templates for Embedded Relate
• Hierarchical Templates in Releate

Platform

• Legacy Workspace and Accounts Screens Replaced by a Combined Screen
• OAuth-Style API Authentication
• Yextpert AI Widget

Compliance

• Review Screen Renamed to Supervision

Social 

Allow End Users to Personalize Suggested Post Images

End users can now personalize the image used in corporate-authored suggested posts while keeping the approved message unchanged. This feature allows all image options to be managed within a single suggested post, reducing the need to create duplicate posts while keeping reporting and supervision streamlined.

Provide Multiple Admin-Approved Image Options

When creating a suggested post, begin the add images flow and select the Alternative Image Upload option. Admins will then be able to upload up to 9 images and set one as the default image that appears pre-selected for end users. Admins can also allow end users to upload their own images by selecting the checkbox below the uploaded images section. 

When publishing or previewing a suggested post, end users can select from the Admin-approved images attached to the post or upload their own image if that option is enabled. The final published post always includes one image and the approved corporate text.

Selecting from Admin-approved images does not trigger additional compliance review beyond the existing workflow. If user-uploaded images are permitted, those images follow the organization’s existing compliance review processes.

Require End Users to Upload Their Own Image

In addition to providing multiple Admin-approved image options, Admins can choose to require end users to upload their own image when personalizing a suggested post. By enabling the required user upload option and not attaching any images to the post, Admins ensure that end users must add a custom image before publishing.

When this option is selected, end users will not be able to publish or schedule the post until an image is uploaded. The final published post always includes one image alongside the approved corporate text.

User-uploaded images continue to follow the organization’s existing compliance review processes.

Support Meta Special Ad Categories for Boosted Posts

Users can now specify Meta Special Ad Categories (such as Credit) when creating boosted posts in Hearsay Social. This helps reduce rejected boosts and supports compliance with Meta advertising policies.

When boosting a post, users can select a Meta Special Ad Category if required. The selected category is passed to Meta through the Ads API as part of the boost creation. Organic posts are not affected.

The Meta Special Ad Category option will appear in the boosted post workflow when applicable.

Hearsay GenAI Features General Availability

GenAI features in Hearsay Social are now generally available, helping advisors and marketing teams draft social content faster while maintaining existing compliance and supervision workflows.

When enabled, users can access GenAI assistance in the compose experience to draft or refine posts. Generated content can be edited and is archived and supervised like any other post.

To enable GenAI features, navigate to the admin settings page and activate the features under the AI tab. Before activation, admins must accept the GenAI terms in the AI Terms acceptance modal. 

Track Links in Social Post Text within Picture Posts

Customers can now track links included in Picture Posts, not just Link Posts. This ensures UTM parameters are applied even when advisors choose a Picture Post format with a link in the text, helping teams more accurately measure social campaign performance.

When a Picture Post contains a link, Hearsay Social automatically detects the URL and applies UTM parameters and URL translation based on your existing URL Translation configuration.

You can reach out to support to check if your URL Translation rules are set up as desired.

Relate 

Template Variables for Embedded Relate

Advisors using Embedded Relate can now personalize templates with contact-specific placeholder variables. This enhancement reduces redundant typing and strengthens communication consistency by automatically pulling details like names or email addresses directly from the contact record.

To create a template with variables:

1. Click your Avatar to open the menu, then select Settings and click Templates.
2. Select Add Template and, when you reach the part of the message you wish to personalize, click Add Variable Name.
3. Choose from the available list: First Name, Last Name, Preferred Name, Phone Number, or Email Address.
4. Click Save and Publish to make the template available for use.

This feature is available to all organizations that have upgraded to the latest version of Embedded Relate. If your organization is not already leveraging variables in Relate, please contact Hearsay Support or your Customer Success Manager to enable them.

Starred Conversations in Embedded Relate

To ensure feature parity across the Relate suite, Starred Conversations are now available in Embedded Relate. Advisors can now prioritize critical client threads in Salesforce just as they do on Web and Mobile, with all "starred" statuses syncing automatically across platforms for a consistent experience.

Once a conversation is starred, users can use the conversation filter to view only their high-priority threads. Additionally, if sound notifications are enabled, starred conversations use a distinct audio cue, allowing advisors to immediately recognize priority messages as they arrive.

To enable Starred Conversations for your organization, upgrade to the latest Embedded Relate Salesforce package, and then contact your Hearsay representative or Support to request activation.

Supervised Templates for Embedded Relate

Relate’s template supervision workflow has been extended to Salesforce, ensuring a consistent compliance experience across all platforms. Program and compliance teams can now apply the same review and approval workflows to templates created within Embedded Relate as they do for those created in the main Hearsay application.

When a user creates a workspace template in Salesforce, it will now automatically route through your organization’s standard compliance flow. Once approved, these templates—including those with system-generated variables—can be used to send messages that bypass manual supervision alerts, reducing queue noise while maintaining full archival records.

To enable supervised templates for Embedded Relate, upgrade to the latest Embedded Relate Salesforce package. If your organization already uses supervised templates on other Relate platforms, they will be automatically available here as well. To enable supervised templates for the first time, please contact Support or your Customer Success Manager.

Hierarchical Templates in Relate

Admins can now restrict the visibility of organization-level Relate templates based on specific organizational hierarchies. Previously, all org-level templates were visible to every user, which could lead to a cluttered template picker; now, advisors only see the messaging relevant to their specific region, division, or channel.

To configure this, admins can select a Template Region from a dropdown when creating a new Relate template. By choosing a specific hierarchy (and any applicable sub-levels), the template will only be available to users within that segment. Templates intended for universal use should keep the default All Regions setting.

This feature is available by default as part of the April 2026 Release. Please note that once a template is published, its hierarchy settings cannot be changed.

Platform 

Legacy Workspace and Accounts Screens Replaced by a Combined Screen

The Workspace and Accounts pages have been combined into a single unified screen to simplify navigation and management for users and admins. The legacy Workspace and Accounts pages have been removed and replaced with this updated experience.

OAuth-Style API Authentication

Hearsay now supports OAuth-style API authentication with expiring tokens, providing a more secure way to access APIs. Any compromised tokens are time-limited in their ability to access data. 

To learn more about enabling this OAuth-style authentication, reach out to your Yext representative.

Yextpert AI Widget

The Yextpert AI web widget has replaced the previous ‘Help’ widget on the Hearsay desktop platform. All users can now ask product-specific questions and receive real-time answers directly within Hearsay.

Compliance 

Review Screen Renamed to Supervision

The Hearsay page previously labeled as "Review" will now be labeled as "Supervision" throughout the platform. This is a UI label change only and does not impact underlying functionality.

Here is what's in the February 18th release:

Social

• Google Business Profile (GBP) Publishing in Hearsay Social

Relate

• Supervised Templates for Relate

Platform

• Yext & Hearsay Navigation Bridge
• Improved Workspace & Hierarchy Management
• Updated Invitation Management Dashboard
• Workspace Search by Phone Number

Data & Analytics

• Workspace Profile Settings Report
• Reporting on Relate Admin Template Usage and Performance
• Opt-in messages to appear in both text message all data and text message attestation history reports
• Easier tracking of Social media posts published by Delegates

Compliance

• Integrate Yext Reviews into Hearsay Compliance
• Archive APIs for Hearsay Supervision

Social 

Google Business Profile (GBP) Publishing in Hearsay Social

Hearsay Social now supports Google Business Profile (GBP) publishing, allowing you to create and schedule GBP posts directly alongside your other social channels.

By bringing GBP into the same planning, approval, and publishing workflows, you can reduce tool-switching, ensure compliance, and coordinate messaging across networks from a single calendar. 

Note that this feature is for GBP publishing only, and analytics for GBP posts will not be available for Hearsay Social. 

In order to utilize this feature, you need to be a customer of both Yext Listings and Hearsay Social. To start publishing on GBP within Hearsay: 

1. Reach out to your Yext / Hearsay representative to ensure GBP Publishing is enabled for your organization.
2. Once enabled, make sure that your GBP account is linked to your Yext entities. These entities must be mapped to the correct Hearsay workspaces. Reach out to support for assistance with this process. 
3. When you create a new post in Hearsay, you can select GBP as a target network. You can also suggest posts to GBP by selecting Third Party as a target network.

Relate 

Relate templates now include supervision, allowing teams to use pre-approved SMS templates without generating unnecessary alerts. By treating template-based outbound messages as pre-reviewed content, compliance teams can reduce noise in their supervision queues while ensuring all communications remain archived and reviewable.

When a message is sent from a supervised template, it is archived according to existing policies but will not generate a supervision alert. Supervision and archiving for non-template messages remain unchanged.

To set up supervised templates:

1. Enable Supervision: Navigate to Org Settings → Message Template Review and select the desired pre-review options for User or Admin-created templates.
2. Configure Templates: Create SMS templates in Relate using fixed predefined text or templates with system-generated variables, for example {{first_name}}.
3. Approve & Use: Route templates through your existing compliance review process. Once approved, select the template in Relate to send messages that bypass manual supervision alerts.

Organisations Templates

Platform 

Yext & Hearsay Navigation Bridge

We’ve released the Yext & Hearsay navigation bridge, which enables eligible users to seamlessly switch between Hearsay and Yext products from a single, consistent interface.

This feature is available only to customers who are licensed for products in both the Yext and Hearsay product families.

To see the navigation bridge in your accounts, you will need to reach out to Yext Support to have it enabled. If it has not been enabled, your navigation will remain unchanged.

Once enabled, users who have active access to both Yext and Hearsay products will see the navigation bridge in the top left corner of the navigation bar. Users who only have access to one platform (for example, Hearsay-only users) will not see the navigation bridge.

Improved Workspace & Hierarchy Management

We have launched a new Hierarchy Viewer that provides a centralized and visual way for administrators to view and manage complex workspace hierarchies. 

This tool provides an intuitive map, allowing you to easily understand and edit relationships. The viewer also supports searching for workspaces by phone number and other attributes, making navigation and management more efficient.

Updated Invitation Management Dashboard

We have added information previously only available in the “Review Invite Statuses” Report to the Invitation Dashboard. This will reduce the need to use both screens to manage invitations. You can view the Invitation Dashboard by navigating to Organization → User Invitations.

While the table of open invitations continues to be available on the Invitation Dashboard, there are new options available for each open invitation:

1. The URL link to the invitation can be copied to the clipboard and sent via private message or SMS.
2. The invitation can be resent to the user from this screen.

We have also added a workspace search field when creating and sending invitations to Workspace Members. This update makes it faster and easier to find the correct workspace when inviting new members, especially for organizations with a large number of workspaces. 

Workspace Search by Phone Number

On the main workspace and accounts page, users can now search by the workspace's main phone number in addition to the existing name, owner, and reference ID. This enhancement improves search flexibility and efficiency when managing multiple workspaces or when workspaces are decommissioned.

Data & Analytics 

Workspace Profile Settings Report

Admins can now use the Workspace Profile Report to track and validate profile variable fields across their organization. This real-time snapshot helps admins audit profile values for accuracy and identify workspaces that have not yet populated required fields, such as titles or office hours.

This in-app report is available to Admins by default with no setup required. It provides a current view of all workspace profile settings—including IDs, owner details, and contact information—to ensure branding and compliance data stay up to date.

Relate Admin Template Usage Performance

Admins can now monitor the usage and performance of messages sent using admin-defined templates. To track this data, the Text Messages All Data report now includes a Template ID field. This column will automatically populate with the unique ID whenever a sent message is based on an Admin Template, allowing for easy filtering and performance analysis.

Opt-in Message Reporting Enhancements

Admins can now easily reconcile opt-in messages across reports using a new Message ID field added to both the Text Messages Attestation History Data and Text Messages All Data reports. This common data point allows for seamless mapping between records, resolving previous difficulties in matching corresponding entries across different datasets.

Additionally, the Text Messages Attestation History Data report now includes a Message Status field (e.g., sent, delivered, failed, or pending). This enhancement provides visibility into the delivery success of attestation messages, enabling admins to track and troubleshoot communication gaps more effectively.

Enhanced Tracking for Delegate Social Posts

Admins can now more easily identify which users are publishing social media posts on behalf of others. Previously, the Post All Data report only included the Publishing User’s name; it now features the Publishing User Reference ID.

This additional data point provides a more reliable way to map publishing activity back to specific internal records, streamlining how admins track and audit posts made by delegates.

Compliance 

Hearsay now integrates with Yext Reviews to provide a seamless, SEC-compliant workflow for managing client reviews and responses. This feature allows financial services firms to scale their review management while meeting strict archiving and attestation requirements under the 2023 SEC Marketing Rule.

When a review is received, advisors are prompted to complete required attestations—such as whether a review was solicited or if a conflict of interest exists—before responding. The integration then routes the review and response through Hearsay’s compliance engine for automated lexicon filtering and manual review. Approved responses are automatically updated with required disclosures and synced back to Yext, while non-approved content is replaced with negative disclosure language. All activity, including review content and compliance actions, is archived as a permanent book and record.

To get started, work with your Hearsay representative to enable the integration and configure your organization’s attestation rules and disclosure messaging. Please note that users must have matching email identifiers in both Hearsay and Yext to use this feature.

Archive APIs for Hearsay Supervision

We have added the new Hearsay Supervision Archive API to provide a supported, documented way to retrieve archived communications and supervision data via API. Previously, custom exports or manual processes were required to access these supervision archive records.

Hearsay can no longer crawl data related to third-party shares on Facebook. Even though this is not an activity that is widely monitored, the behavior puts the affected accounts in a blocked state and prevents Hearsay from crawling other native activities for the accounts, such as posts, comments, or likes. Affected accounts are ones where the user has created a post and a third-party shared it.

To fix the issue, Hearsay has removed fields related to third-party post sharing from the Facebook crawler and will only return the number of times a post was shared by a third-party. The fix is retroactive in order to correct any reporting errors. You might need to rerun the Post All Data Report from November 9th onward to see corrected data. You also might see a temporary increase in the number of alerts for the affected accounts while we work to retroactively crawl activities that were previously blocked. 

This change was due to an API update from Facebook that prevents Hearsay from capturing details about private third-party accounts that are not connected to the platform. 

If you have any questions, please reach out to your CSM. 

Compliance admins can now suggest inline changes to profile items instead of opening a Suggest Changes modal, allowing for a more streamlined profile review experience in Supervision. With these inline suggestions, admins can more easily see all the other profile fields and won’t lose any work in progress due to accidentally closing a window. 

Inline suggestions example

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

This feature is enabled by default, but you can turn it off in the Administration tab. To turn it off, do the following:

1. In the side menu, click Settings. 
2. Under Organizational Settings, on the Content & Email tab, change the setting Weekly Content Upcoming Emails to Disabled.

When enabled for your organization, users can turn this email notification on or off themselves 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

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: The Website URL variable is not supported on Instagram.

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 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.