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

Social 

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

Compliance

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

Relate

• Use conversation labels in Embedded Relate

Platform

• Improved Workspace and Accounts filtering

Sites

• Sites URLs now automatically populate in Workspace Profiles
  

Data & Analytics 

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

Social

Weekly scheduled posts emails for users now available

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

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

Sample email

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

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

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

Insert localized URLs into suggested posts using Smart Post variables

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

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

Variables list with multilingual URLs

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

Announcement: Facebook Metric Deprecation

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

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

The two metrics are defined as follows:

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

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

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

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

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

Compliance

Simplified Supervision actions

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

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

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

Compliance email notification template update

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

The old version of Supervision removed from the platform

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

Relate

Use conversation labels in Embedded Relate

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

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

Labels menu in Conversations list

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

Manage labels page in Settings

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

Filter modal with labels

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

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

Platform

Improved Workspace and Accounts filtering

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

Workspace Status and Profile Status options

Sites

Sites URLs now automatically populate in Workspace Profiles

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

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

URLs in Workspace Profile

Data & Analytics 

Send scheduled reports to additional email recipients

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

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

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

Token expiration date added to the Account Directory Report

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

Filter the Earned Media Value Dashboard by content tag

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

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

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

Mobile

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

Platform

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

Relate

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

Social

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

Data & Analytics 

• Publishing workspace details added to the Earned Media Value Dashboard

Mobile 

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

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

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

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

Platform 

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

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

New banner

Relate 

Add variables to templates

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

To create a template with variables:

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

New Template modal with variable option

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

Template with green highlighted variable

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

 Editing a contact with missing variable information

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

View contact information in Relate

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

Open Contact Details drawer

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

New search functionality and enhanced filtering in Relate

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

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

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

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

Filter and search term tags

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

Mark as Unread in Relate and Embedded Relate

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

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

Relate Mark Unread option

Embedded Relate Mark as Unread option

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

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

Redtail integration

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

Example activity in Redtail

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

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

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

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

Improved Admin view for Embedded Relate

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

Old Admin view

New Admin view

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

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

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

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

Social 

Manage Pages data compliantly in the Sites Editor

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

To edit a Pages site as a user or admin:

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

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

My Websites page

Changes Pending Review label

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

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

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

Suggest content to individual workspaces

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

To suggest content to a workspace:

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

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

Enable users to update workspace profile picture

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

To enable profile picture updates in the Administration view:

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

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

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

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

Data & Analytics 

Publishing workspace details added to the Earned Media Value Dashboard

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

• Publishing Workspace ID
• Publishing Workspace Name
• Reference ID

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).