Since the launch of Hearo we have used a chat-based tool to facilitate support requests from our Remote Support Users. While we think this was a useful tool, it lacked in providing awareness as to the status and further insights to the journey of a support request.

To address this, we are moving to a ticket-based support tool. You will still see a green support button at the bottom right side of the Hearo Dashboard. Clicking on this will open a new tab in your browser to the support ticket page. Here you will be able to submit a new ticket as well as see/update all of your other tickets.

With this new system you will now have visibility to the status of each ticket, and conversations will be kept in the context of each specific ticket.

We hope you will find this update useful. Please feel free to provide any feedback - you could even do so via a support ticket 😉

Dark Theme

Many Hearo users, but especially night time remote support users have a preference for a dark theme that is less strenuous on the eyes.  You can now enable the Hearo dark theme by clicking on your profile icon and click the toggle next to "Dark Theme"

Browser Push Notifications

In order to provide our remote support users an audible notification as well as an emergency notification regardless of what browser tab is currently active we've introduced browser push notifications.  Subscribe to notifications by clicking on your profile icon and click the toggle next to "Browser Push Notifications" then click "Allow" at the push notification prompt.

In order to better support our power-users who are monitoring more than a handful of locations we've added the ability to set a custom priority order of locations on the dashboard. A draggable handle has been added in the upper right hand corner of each location.

Clicking and dragging on this handle will allow a user to position that location in the preferred order on their dashboard.  This preference will be saved and loaded automatically for that user when they re-visit the dashboard.

Prior to this update, incoming calls were not displayed to a Remote Support user if they were already engaged in a call. With this update, they will now see all incoming calls, ensuring full visibility to anyone trying to call support. If a subsequent call is answered, the active call will end and the new one will begin.

In addition to handling multiple incoming calls, we have also added the ability for a Remote Support user to respond to a call with a written message.

Clicking the middle button on an incoming call will open an input field to type a custom message that will be displayed to the caller.

A confirmation message will show in the dashboard log when the green button is pressed on the caller's screen.

You may notice that things look a little bit different in the dashboard. We are deep in the process of refreshing the Hearo brand. You might have already seen a glimpse of the updated branding on the new website.

As for the dashboard, the only things that have changed here are the colors and the Hearo logo. All functionality remains exactly the same.

The full version of the new website will be launching in the coming weeks and after that we will be focusing on a new dashboard experience. We look forward to sharing more details about those updates with you in the coming months :) 

This month we've got a handful of new features to announce.

Reminder Scheduling
Reminders in Hearo were originally intended to meet the demand of daily schedules. They ran on a 24 hour rotation. If a reminder was set for 8AM it would go off every morning at 8. To better facilitate diverse scheduling needs we are releasing an update that will provide much more flexibility in scheduling reminders.

For example: Set a reminder to take out the trash at 7PM every Sunday. Or take medications every Monday, Wednesday, Friday.

The scheduler is very flexible and can be used to set most scheduling patterns. Some common examples would be: Weekdays, Weekends, First/Last day of the month, Every 2nd Wednesday, Every other day, etc.

In addition to the flexible recurring scheduling, we've also added the ability to make a one-off reminder. This is great for individual reminders that are only meant to be sent once, like a doctor appointment.

Uptime Logs
At Hearo we monitor 24/7 for when a touchscreen, tablet, or sensor hub loses connectivity. These outages come in many shapes and sizes ranging from power outages, poor cellular connectivity, staff/user unplugging equipment, etc. One of many tools we use to monitor this is our dashboard that shows the realtime snapshot of all devices at each location. We are making this dashboard visible to all company users so you have visibility to the device status in each location. In a future update we will provide more granular details about each device type and who they are assigned to.

Click on Uptime Logs in the main navigation to access this dashboard.

Account Edit
Previously, users needed to have a Company Admin edit their profile details. All users can now edit their own profile by clicking on your profile image in the top right of the Hearo dashboard and then clicking on My Account. Here you can update your profile image, email, name, phone, and password.

Profiles can also be edited from the Hearo Mobile application by clicking the Edit icon in the upper left hand corner on the main screen.

Live Voice Transcriptions
Audio calls are great, but sometimes your client may need to visibly see what it is you are saying. Hearo now offers Live Voice Transcriptions which can be enabled with a simple button tap.

From the touchscreen, simply have the Individual tap the Live Voice Transcriptions button. As a support user you can also remotely trigger this on behalf of the Individual from your call screen.

Sleep Summary
In addition to bed presence logs(in/out of bed), you will now see a daily sleep summary that will calculate the total time an individual is in bed. To account for leisure time spent in bed, this summary will discard any in-bed times that are less than 45 minutes.