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 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.

Stories and Reels posted on Instagram Business profiles can now be supervised and archived on Hearsay Social.  

Instagram Stories

Hearsay can supervise stories past their 24-hour limit. Content posted as Stories up to 25MB in size or within the archive vendor-determined email size limit can be archived, whichever is lower. Content that is larger in size will not be archived. Stories cannot be posted via Hearsay. However, Stories posted natively on Instagram are captured by Hearsay for supervision and archiving. Stories are filterable in Supervision through a new type called Story.

After the Story has been crawled by Hearsay and archived, an alert will be created in Supervision. We run a lexicon check on any text in the Story that is provided by the Meta API. The Meta API is inconsistent in its treatment of onscreen text like user-added text, polls, and hashtags; when they are provided to us as text we will run the lexicon check, but when they are only included as part of the image or video files we are unable to do so. Stories with no lexicon violations can still be sampled. 

Stories are viewable within Supervision for at least 120 days. Links to the Story will not be available.

Comments on Stories are available for supervision and archiving as direct messages. We currently do not support supervision and archiving for emoji reacts to Stories. 

Instagram Reels

Following changes within Instagram itself, our February 2023 product release changed how we handle video Posts on Instagram. Now, all video Posts that are not published as Stories are treated as Reels, and Reels are available for supervision and archiving on Hearsay. This release further clarifies how we handle Instagram Reels. Content posted as Reels up to 25MB in size or within the archive vendor-determined email size limit can be archived, whichever is lower. Content that is larger in size will not be archived. Reels can be posted via Hearsay. Moreover, Reels published natively on Instagram are captured by Hearsay for supervision and archiving. Reels are now filterable in Supervision through a new type called Native Network Video Post.

We run a lexicon check on any text in the Reel that is provided by the Meta API and create alerts for any violations. The Meta API is inconsistent in its treatment of onscreen text like user-added text, polls, and hashtags; when they are provided to us as text we will run the lexicon check, but when they are only included as part of the image or video files we are unable to do so. Reels with no lexicon violations can still be sampled. 

Reels are viewable from Supervision and have links to their corresponding published version on Instagram. 

Supervision alert for an Instagram Reel 

Supervision and archiving of Stories is off by default. To enable it, contact your Customer Success Manager.

Supervision and archiving of Reels is enabled for all organizations that also have video Posts enabled.

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

Relate

• Improved Embedded Relate integration with Salesforce 
• Sending contact cards does not require MMS to be enabled
• Twelve additional countries getting local phone number support

Mobile

• Relate Mobile App has a unified homepage experience (can preview in Testflight)
• New Relate Mobile App onboarding experience (can preview in Testflight)

Social

• Publishing content to LinkedIn requires additional permissions for some accounts
• Videos are uploaded as Reels from Hearsay Social to Instagram  

Sites

• Social video posts can also be published in Sites 🔷 

Actions

• Policy ID support in Actions 🔷 

Compliance

• Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive 🔷 

Data & Analytics 

• Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts
• Review Invite Status report allows all admins to track their workspace invite statuses
• Evidence of Supervision report flags Sampled Items 

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

Relate 

Improved Embedded Relate integration with Salesforce

This is an enhanced set of capabilities for the Embedded Relate integration with Salesforce that offers improved admin configuration, error logging, and a rebuilt texting widget with new features. 

The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager. 

Admin configuration

The Relate widget in Salesforce can be configured by following three steps in Salesforce’s Admin Settings:

1. In Integration Settings, enter your Hearsay Org ID, and click Save.
2. Below the Integration Settings, in Mappings, set the Enablement Status to Enabled.
3. In Mappings, click Add New Mapping, then add Relate contacts or leads and their phone numbers that can be used for Relate text messaging. 

Streamlined admin configuration

Error logging

Salesforce admins can access the Embedded Relate error log center under the Hearsay Logs tab.

Embedded Relate error log center in Salesforce

Rebuilt texting widget

The Relate texting widget can now be embedded to any Salesforce Lightning record page with a phone number field. The texting window contains the entire message history, with 25 previous messages loaded as default. Other older messages can also be loaded. Each message is labeled with its sender’s name or phone number, sending/receiving date and time, as well as its delivery status.

Ask permission to send texts

The Embedded Relate texting widget maintains compliance by providing an attestation flow that asks clients for their permission to opt in to receive text messages.

Attestation flow seeking permission

Permission question asked to client

Send and receive attachments

The texting widget also supports sending and receiving attachments in .png, .jpg, and.gif formats. These attachments can be selected from the Salesforce attachment directory or uploaded from the local drive.

Sending and receiving attachments

Send scheduled messages

Messages can be scheduled to be sent at a later time, based on the time zone setting in your local Salesforce instance. Scheduled messages can be reopened, edited, or deleted. 

Schedule messages to be sent at a later time

Edit or delete scheduled messages

Delegate someone to text on your behalf

Advisor users can access all Relate conversations within the workspaces to which they are assigned as owners or as delegates. The workspace can be switched in the widget header, located in the dropdown menu under the profile image. This allows conversations with clients to continue with a delegate, if the primary advisor/agent is out of the office or unavailable.

Selecting another workspace

Workspace owners' messages are displayed with a light blue background, while delegates' text messages are shown with a gray background. When the user is a delegate in a workspace, the message is sent out on behalf of the workspace owner and the delegate’s name is appended in parenthesis in the beginning of the message text. 

Replying on behalf of another agent/advisor

The Embedded Relate integration is available via the Salesforce AppExchange at an additional cost. To enable this package, contact your Customer Success Manager. 

Sending contact cards does not require MMS to be enabled

Agents/advisors can send contact cards, including any logos or thumbnail images, without enabling MMS. This update allows those organizations who have disabled MMS to send new contact cards through Relate.

Twelve additional countries getting local phone number support

As the second part of our continued effort to expand Relate access globally, we are adding local phone number provisioning support for the following countries that were previously not supported:

• China
• India
• Ireland
• Japan
• Luxembourg
• Philippines
• Singapore
• South Korea
• Sweden
• Taiwan
• United Arab Emirates
• Vietnam

This release provides local country support only. For example, an advisor/agent in Sweden will be able to text their contact who also has a Swedish number. Only text messaging is supported for these countries. Voice calling is not supported.

This feature is off by default. To enable this feature, contact your Customer Success Manager.

MobilE 

Relate Mobile App has a unified homepage experience

The Relate Mobile app will start hosting more Social features in an effort to create a unified mobile experience. A part of the experience includes the new unified homepage, which helps advisors/agents prioritize important tasks, streamline their communications, and engage on social media. The new homepage now contains the following activities and notifications: 

• LinkedIn Direct Message to Call & Text: : When a contact shares a phone number in a LinkedIn direct message, Hearsay automatically detects the number and prompts the advisor/agent to either tap Call to call the number, tap Message to continue an existing conversation or start a new conversation thread, or tap X to dismiss the notification.
• Unread Text Older than 24 Hours: Reminds the advisor/agent to look at unread texts older than 24 hours and prompts them to respond by tapping Reply, Call, or X (dismiss).
• Missed Call older than 24 hours: Reminds the advisor/agent to look at missed calls older than 24 hours and prompts them to respond by tapping Call Back, Message, or X (dismiss).
• Publish a Suggested Post: Suggests engaging content from the content library for a user to publish. The advisor/agent can tap the content, then tap Review & Publish to the selected social media channel. Tapping Delete dismisses the content and removes it from the Post Library for the workspace, then generates a new piece of suggested content if one is available.
• Subscribe to a Campaign: Suggests an available campaign to subscribe to, which was previously limited to Hearsay Desktop. The advisor/agent can tap the campaign to view the details, and tap Subscribe to Campaign to subscribe. Tapping Remove dismisses the campaign and removes it from the workspace, then generates a new campaign suggestion if one is available.
• Onboarding Tasks: As part of the enhanced onboarding experience also included in this release, the homepage includes relevant onboarding tasks, like enabling notifications and connecting social media accounts.

Activities on the homepage are customized to each advisor/agent based on the types of interactions they’ve recently had with clients, and the products they have permission to use. For example, an advisor/agent without Social cannot see the sections for posts and campaigns on their homepage.

Homepage - Unread text, missed call, suggested content

Homepage - LinkedIn DM to call & text, subscribe to campaign

If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.

New Relate Mobile App onboarding experience

In order for Social only and Social + Relate users to onboard effectively in the Relate Mobile App, the onboarding experience has been simplified and tailored to how each advisor/agent uses the app. 

Advisors/agents can now access the app directly after logging on and complete onboarding for each activity as they do them instead of completing all onboarding steps at once as a prerequisite to accessing the app. For example, if the user doesn't have Relate set up but navigates to the Conversations tab, they are presented with instructions for setting up their Relate account. 

Example onboarding steps

• Allow Notifications: Tap Allow Notifications to open device settings and allow notifications, or tap X to dismiss.
• We’re Working on Connecting Your Landline: Appears while a landline account is still being enabled for texting. Tap X to dismiss.
• Connect/Reconnect Social Media Accounts: Appears when a workspace has access to Social but does not have any networks connected, and links to a Hearsay Help Center article about connecting accounts using a web browser.

Example onboarding activities on the homepage

If you would like to view and test changes prior to the releases, you can access them on an Apple device via Testflight. Contact your customer success manager if you would like to preview these changes on Testflight.

Social

Publishing content to LinkedIn requires additional permissions for some accounts

LinkedIn recently announced that its Share and UGC APIs are being deprecated after February 28th, 2023, and the content uploading functionalities those APIs provided will now be supported by the Post API. 

Because the Post API requires different permissions than the old APIs, LinkedIn profiles and company pages that were linked to the Hearsay platform before Oct. 19th, 2022 must be reconnected to Hearsay. 

*On February 16th, 2023 (previously February 15th), between 4:00 AM and 6:00 AM Eastern Time, Hearsay will automatically disconnect all the profiles and business pages that lack appropriate permissions. ** Impacted profile and business page owners will receive a notification from Hearsay when they log onto Hearsay Desktop, instructing them to reconnect their account(s) to restore Hearsay Social functionality.

* Automatic disconnects were originally planned for February 15h,  but due to unforeseen technical issues, was replanned for February 16th. 

** Previously, we stated that impacted users will receive an email the week of February 6th. This was an error. Impacted users will only receive notifications in Hearsay Desktop about this issue the week of February 6th.

Videos are uploaded as Reels from Hearsay Social to Instagram 

Instagram has discontinued the native support of videos in their application and introduced Reels. Videos published from Hearsay Social to Instagram are now converted to Reels automatically with no impact on the Hearsay user experience.

Reels have different characteristics than traditional videos. For example, they are looped, are on a dedicated Reels feed, and have different format specifications, found here:

Sites

Social video posts can also be published in Sites

Posts containing video content in Social can also be simultaneously published on Sites. Advisors/agents can check the Sites icon when creating video posts in Social, which also publishes these video posts on their Site. This allows advisors/agents to seamlessly publish video content across their websites and social media accounts.

This is only available on the newest version of Sites and is off by default. To enable it, contact your Customer Success Manager.

Posting videos on Sites via Social

Actions

Policy ID support in Actions

Advisors/agents can now simultaneously manage a separate workflow for each individual policy belonging to the same contact. For example, if a contact has multiple policies expiring during the same week, an advisor/agent can have a renewal request workflow active for each policy. 

In the API, Contact IDs are now paired with Policy IDs to trigger Action workflows. Each new ContactID/PolicyID pair triggers a separate event and starts a new Actions workflow, but if an existing ContactID/PolicyID pair receives multiple triggers for an active workflow, Actions doesn't start a new workflow, unless the existing workflow has been already completed. If only a Contact ID is included in the event, the Actions workflow works as it has in the past.

Separate outcome survey forms are available for each workflow, and each form includes a reference to the corresponding Policy ID. For example, How did the conversation go with ?

To add Policy IDs to the API requests that trigger the start of Action workflows, contact your Customer Success Manager. There is no need to change any other configurations to enable multiple workflows for the same contact.

Compliance

Distinguish LinkedIn Recruiter InMail messages from regular DMs in supervision and archive

LinkedIn offers the premium InMail feature, which allows recruiters to send direct messages to LinkedIn members without being connected with them. Compliance admins can now see whether a DM was an InMail message in the supervision queue and the archives, making it easier to follow messaging threads. To tell the difference between the types of messages, InMail messages are labeled as Recruiter InMail, and outbound messages are labeled Private Message. 

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

Ensure you have LinkedIn Private Message archiving turned on prior to enabling this feature. This is configurable in the admin interface by going to Organization Settings > Review & Archive > LinkedIn > Private Messages > Archive.

Data & Analytics

Engagement All Data report distinguishes whether engagements come from Hearsay or from non-Hearsay accounts

This release adds a new field to the Engagement All Data report that differentiates between engagements coming from their own company or competitors using Hearsay and all other engagements from social media users without Hearsay accounts. It is important to be able to make this difference because non-Hearsay engagements include those from prospective and current clients.

New field added to the Engagement All Data report that differentiates between Hearsay and non-Hearsay users

Review Invite Status report allows all admins to track their workspace invite statuses

The Review Invite Status report has been enhanced to allow all admins to track the workspace invites sent out at their hierarchy level and lower. This is an improvement from the previous version, when only root admins with full access to all hierarchies could see workspace invites. This updated solution improves reporting for Hearsay program management.

Evidence of Supervision report flags Sampled Items

The Evidence of Supervision report has been enhanced to include a new field named Sampled, which provides a way to distinguish between records collected from supervision alerts and records collected through random sampling. This additional information improves the compliance team’s efficiency by helping them evaluate if they are over-sampling and allowing them to correspondingly change their activity.

Evidence of Supervision report with new Sampled field that shows records collected from supervision alerts and records collected through random sampling

We've made some enhancements to the testimonials process for both advisors/agents and for compliance admins. 

Social

View all testimonials on the Testimonials page

Advisors/agents can now see testimonials they’ve received through Hearsay on the Testimonials page. Testimonials with the following statuses are available:

• Testimonials to which the advisor/agent still needs to attest are displayed, along with the due date. The advisor/agent can click the testimonial to complete the attestation steps. 
• Testimonials that have already been attested to are displayed with a No Action Needed label. This status means the testimonial is either being reviewed by compliance or is live on the advisor/agent’s social media page. 
• Testimonials that are overdue are displayed with an Overdue label. This means the advisor/agent didn’t attest to the testimonial in time, and it has either been removed (LinkedIn), or we’ve automatically disavowed it in a comment (Facebook). 

Help Center documentation is available at https://success.hearsaysocial.com/hc/en-us/articles/12126893027607 

Example testimonials on the Testimonials page

Compliance

See answers to attestation questions in Supervision

Compliance admins can now view and archive the answers advisors/agents give when answering attestation questions about a testimonial. The answers appear as a comment in the Internal to Team section of either the alert the testimonial generates, or in the prohibited review alert created if a testimonial is automatically rejected. 

Additionally, the Evidence of Supervision report now displays the attestation answers in the Internal Comment column. 

Help Center documentation has been updated at https://success.hearsaysocial.com/hc/en-us/articles/9991899785367.

Example alert with answers in the Internal to Team section

This feature is off by default and must be enabled and configured by an admin.

The SEC has implemented new rules that require advisors/agents to respond equally and appropriately to all testimonials they receive. To mitigate risk of non-compliance to the SEC’s rule, we created an automated solution that varies based on whether the testimonial was left on Facebook or LinkedIn.

Facebook

Under Facebook’s New Page Experience, advisors/agents must either respond to all reviews or completely ignore all reviews in order stay compliant with the SEC rule. Hearsay’s solution is to automatically reply to every review, with language provided by a setting controlled by admins, that either accepts or disavows the review. Reviews can be turned off completely from the advisor/agent's native Facebook page. 

LinkedIn

LinkedIn Recommendations can be hidden after they are accepted, which allows Compliance to hide recommendations that violate their individual policies.

Advisor/agent Workflow for Testimonials

When someone leaves a testimonial, the advisor/agent receives an email asking them to identify the individual who wrote it, and gives the timeframe for them to take action.

If they select Provide additional info, they are taken to this screen to provide the information.

If  the advisor/agent doesn’t provide the information on time, they are informed that the testimonial is disavowed.

Enable and configure the feature

You must configure these settings to use this feature.

In the Administrative view, click Settings > Organizational Settings > Review & Archive. Under Testimonial Review, configure these settings:

SEC Regulated 

• Enabled: Testimonials left for advisors/agents are subject to these settings.
• Disabled: Ignore all testimonial checks and treat testimonials as they were before (same as a post or comment).

Testimonials allowed (LinkedIn only)

• Enabled: If yes, then following settings are used.
• Disabled: Testimonials are not allowed on LinkedIn and they will be hidden.

Classification Time Limit (in hours)

• Advisor/agent must respond to a testimonial within this time period or it is automatically disavowed. Can be set from 12 to 168 hours.

Alert on All Testimonials

• Enabled: Compliance must accept or reject every incoming testimonial.
• Disabled: Compliance accepts all testimonials that do not flag lexicon, and receives alerts on those that do flag.

Allow Solicited Testimonials

• Enabled: Testimonials won’t be automatically disavowed if marked as solicited.
• Disabled: Testimonials marked as solicited will be disavowed and trigger a compliance review.

Allow Non-Client Testimonials

• Enabled: Testimonials won’t be automatically disavowed if sent by a non-client.
• Disabled: Testimonials from a non-client will be disavowed and trigger a compliance review.

Allow Conflict-of-Interest Testimonials

• Enabled: Testimonials won’t be automatically disavowed if a conflict-of-interest exists.
• Disabled: Testimonials that involve a conflict-of-interest will be disavowed and trigger a compliance review.

Accepted Testimonial Language (Facebook only)

• Statement on accepted testimonials, up to 520 characters.

Rejected Testimonial Language (Facebook only)

• Statement on disavowed testimonials, up to 520 characters.

New Supervision Items

You can find testimonials that are prohibited based on your settings in the supervision queue by selecting the Review Type > Prohibited Review filter.

Supervision options:

• Accept: Keep the testimonial (LinkedIn) or leave a comment with acceptance language (Facebook).
• Reject: Remove the testimonial (LinkedIn) or leave a comment with disavowed language (Facebook).
• Reject & Block: Leave a comment with disavowed language and block the user from posting on that page (Facebook only).