The following product descriptions shall be incorporated by reference into and form a part of the Agreement. The following descriptions are subject to change in Hearsay’s sole discretion. As products are purchased by a Customer, they will become an applicable part of the “Documentation” as defined in the Agreement. Capitalized terms that are not defined herein are as specified in the Agreement. 

Documentation may be supplemented by the content on release.hearsaysystems.com and is available to Customers during an active Order Form Term.
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Primary Products

Hearsay Social supports the publication, management, administration, and compliance supervision of social media activity and content. It encompasses content creation, publishing, and engagement across User accounts on External Services. Hearsay Social includes the ability to:

1. Centrally Administer Profiles, Posts and Campaigns as an Administrative User
   A. create, store, and manage pre-approved public profiles to be presented via External Services
   B. create, store, and manage pre-approved content in a centralized library
   C. author new content and publish stored content to that library
   D. target content to Users based on their position in a hierarchical organization structure
   E. define and launch campaigns and enable Users to subscribe to Campaigns, automating the publication of campaign posts
2. Create, Publish and Engage with Content as a Agent/Advisor User
   A. connect External Services User accounts for the purposes of account management, monitoring, and the following uses
   B. create original content, use content from the centralized library, or use third party content
   C. publish and schedule publication of social media
   D. display activity across External Services in an aggregated view, filterable by network or type of activity
   E. initiate or respond to activity on External Services such as reactions and comments
3. Measure Adoption and Engagement
   A. report on key social media adoption, publishing, and engagement metrics at different levels of granularity
4. Guide User Behavior
   A. suggest behaviors to Users based on User activity
5. Govern, Supervise, and Integrate to Archive
   A. capture Users’ social media activity on External Services
   B. dynamically assign policies for pre-review based on Customer’s hierarchical organization structure
   C. pre-review and/or post-review User content from External Services
   D. configure criteria for detecting potential compliance infractionsE. transmit content and activity from External Services to Customer or to Customer’s third party archive/retention provider

Hearsay Sites supports the creation, publication, management, and compliance supervision of websites for establishing and maintaining Users’ digital marketing web presence. Hearsay Sites includes the ability to:

1. Centrally Administer Content
   A. create, store, and manage pre-approved content in a centralized library
   B. author new content and publish stored content to that library
   C. target content to Users based on their position in a hierarchical organization structure
2. Create and Publish Content
   A. schedule publication or original or centralized library content to a Site
   B. display both static and dynamic content on each Site, generated by the Customer’s and User’s configuration choices
3. Adoption and Engagement Measurement
   A. report on key Sites adoption and engagement metrics by Site
4. Integrate with Enterprise Systems
   A. integrate with select enterprise systems (e.g., analytics tools, tag managers or customer relationship management systems) that provide embeddable scripts and/or accept our standard HTTP request output
5. Govern, Supervise, and Integrate to Archive
   A. capture Users’ Hearsay Sites activity
   B. dynamically assign policies for pre-review based on Customer’s hierarchical organization structure
   C. pre-review  and/or post-review User content from Hearsay Sites
   D. configure criteria for detecting potential compliance infractions
   E. transmit content and activity from Hearsay Sites to Customer or to Customer’s third party archive/retention provider

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Hearsay Relate supports the creation, transmission, management, administration, and compliance supervision of messaging and voice communications for Users. Hearsay Relate includes the ability to:

1. Engage via Voice and Messaging
   A. exchange text messages with others
   B. initiate and answer domestic voice calls
   C. integrate with mobile device contacts and calendar in service of message creation and appointment management
2. Measure Adoption and Usage 
   A. report on key voice and message adoption and engagement metrics at different levels of granularity
3. Govern, Supervise, and Integrate to Archive
   A. capture Users’ Hearsay Relate activity
   B. post-review messages sent and received by Users via Hearsay Relate 
   C. configure criteria for detecting potential compliance infractions
   D. transmit content and activity from Hearsay Relate to Customer or to Customer’s third party archive/retention provider
   

*Note that add-on packages are available for

• non-US phone numbers for Relate
• non-US communications

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Hearsay Actions supports the creation, administration, and management of outreach in response to events within Hearsay Relate. 

Hearsay Actions includes the ability to:

1. Receive Inputs
   A. receive inputs from third-party applications via API
2. Coordinated Outreach
   A. utilize templated message variants
   B. send messages/communications
   C. vary message/communication content based on use case (e.g. lead outreach vs. client outreach)
   D. alert users to Actions behaviors
3. Measure Adoption and Usage 
   A. report on key outcome metrics
   B. report on outreach status
   C. report on key engagement and responsiveness metrics

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Hearsay Content+ supports the design, management, and curation of third party content collections within Hearsay Social. Hearsay Content+ utilizes a third-party service to collect engagement data for the purpose of prioritizing content and reporting on the engagement of third party content. 

Hearsay Content+ includes the ability to:

1. Centrally Administer Third-Party Content
   A. discover content sourced from third party publishers
   B. locate articles that suit the needs of Customer and Customer’s users
   C. refine collections using methods such as excluded topics and blocklisted sources to tailor the quality and quantity of content for Customer’s use
   D. create rules for the automatic curation and creation of third party content collections
   E. deliver resulting third-party content to the Hearsay Social content library
2. Govern
   A. establish policies for pre-reviewing third-party content based on the User’s location in the hierarchical organization structure
   B. configure criteria for detecting potential compliance infractions

Connectors

Hearsay Contact Connector

Hearsay Contact Connector supports integration between Hearsay systems and Customer’s CRM system for the purpose of synchronizing contact records between the two systems. Hearsay Contact Connector includes the ability to:

1. automatically synchronize contact data between Customer’s CRM system and the Hearsay system
2. monitor performance and validate synchronization
3. tune the integration
4. allow Users to use the Hearsay Relate App within Salesforce (requires Hearsay Relate)

Hearsay Activity Connector

Hearsay Activity Connector adds to the capability of Hearsay Contact Connector by supporting integration between Hearsay Relate and Customer’s CRM system for the purpose of writing text messaging and voice call activity data to that CRM system. Hearsay Activity Connector includes the ability to:

1. automatically send activity data between the CRM system and the Hearsay system
2. monitor performance and validate synchronization
3. tune the integration

Hearsay Threaded Archive Connector

Hearsay Threaded Archive Connector supports integration between Hearsay Relate and Customer’s third-party archive for the purpose of delivering messages to archive for storage. Hearsay Threaded Archive Connector includes the ability to:

1. automatically send records to archive systems
2. monitor performance and validate synchronization
3. tune the integration

Third Party Publishing Connector

Hearsay Third Party Publishing Connector supports integration between Hearsay Social and websites not built on or managed by Hearsay Sites for the purpose of content publication. Hearsay Third Party Publishing Connector includes the ability to:

1. publish Hearsay Social content to websites not built on or managed by Hearsay Sites
2. monitor performance and validate synchronization
3. tune the integration

CRM Lead Form Connector

Hearsay CRM Lead Form Connector supports integration between Hearsay Sites and Customer’s CRM system for the purpose of sending contact information obtained via a Hearsay Sites lead form to said CRM system. Hearsay CRM Lead Form Connector includes the ability to:

1. automatically send leads' contact data from Hearsay Sites to Customer’s CRM system
2. monitor performance and validate synchronization
3. tune the integration

Content Management Connector

Hearsay Content Management Connector supports integration between third party software and Hearsay Social for the purpose of adding content to the Hearsay Social content library. Hearsay Content Management Connector includes the ability to:

1. send content stored by an external system to Hearsay Social to store in the Hearsay Social content library
2. monitor performance and validate synchronization
3. tune the integration

Service Descriptions:

We may update the service descriptions on this page as our products and practices evolve. However, any changes made will not impact any in-process work that we are currently engaged in with you. Please note that services are subject to limitations based on the scope of your services agreement, and must be used during the applicable subscription terms. 

Success Services - Standard:

Support with target response times for performance issues.
Admin phone support during business hours, with email support for admins and end users.
Training and education with web-based sessions and on-demand resources.

Success Services - Premier:

Support with dedicated phone number, faster response times, and 24/7 admin phone support for serious issues.
Designated product specialist and customized Help Center portal.
Support reporting and analysis with quarterly metrics and recommendations.
Customer Advocacy Team offers proactive outreach calls.
Training and education with up to four instructor-led sessions and on-demand resources.