Admins can edit lead message templates, giving you more flexibility and customization options. If your organization requires updates to the message template to be submitted to compliance, you can request approval for changes in Hearsay.
Lead Actions Message Template Permissions and Configuration
Editing Lead Contact Message Templates
Compliance Review Process for Lead Message Templates
Lead Actions Message Template Permissions and Configuration
Permissions and Roles:
- The marketing admin has permission to read/write message verbiage texts, including the option to add new language versions for multilingual organizations.
- The compliance admin has permissions to open, read, and write Action-related compliance requests and change Compliance Settings.
Configuration:
Compliance admins and full access admins are able to select the compliance workflow option appropriate for their organization Organization > Review & Archive.
There are three organization-level compliance workflows supported for Action message verbiage changes in a set up similar to Social Content compliance management. Approval is turned on/off by the Enabled/Disabled flag:
- When Approval is disabled, none of the verbiage changes would go to Compliance.
- When Approval is enabled, selecting the “Optionally request approval of all Message Templates” radio button will give the Marketing Admin the choice of sending the Message Template to Compliance or saving the template and using it without a compliance check.
- When Approval is enabled, selecting the “Require all Message Templates be approved before it is applied” radio button will enforce all new and modified message templates to be routed through a compliance check.
Editing Lead Contact Message Templates
1. From the Administration view, select Actions > Contact Message Templates.
2. Scroll to the Default Message Template section and update the default Inside Working Hours and Outside Working Hours. If your organization requires compliance approval for message template updates, click Request Approval.
Note: If your organization does not require compliance review via Hearsay, the message verbiage changes will be applied to all outgoing messages after saving the changes. If the message does go through compliance review via Hearsay, the earlier version of the message template remains in use until the new verbiage is approved. Once the new verbiage is approved, the new message template will be used in all messages. Change requests will appear in the compliance supervision queue.
Compliance Review Process for Lead Message Templates
Each message template change request will appear as a separate item in the compliance Supervision Queue. Separate language templates will appear individually in the Supervision Queue where the compliance reviewer can process requests from the detailed view.
1. From the Supervision Queue (Review > Supervision), filter for "Lead Message Template". Then click on the item to review it in greater detail.
2. Review the message template changes. Lexicon terms will be highlighted in red. Select Approve, Deny, or Assign to assign the item to a different time (if using).
3. If you are denying the approval request, leave a note to the user or an internal note for the team.