Overview
Message prefixes appear at the beginning of outbound text messages sent to policyholders or claimants. They provide helpful context about who the message is coming from and can include details like the sender’s name, role, claim number, or organization.
Message prefixes help set expectations for recipients and make automated and manual messages easier to recognize.
Who Can Configure Message Prefixes?
Message prefix customization can be managed by users with System Admin privileges in Hi Marley.
System Admins can:
Configure the system message prefix for automated messages
Control which elements appear in message prefixes
Remove or update automated sender names (such as “Marley”)
Where to Configure Message Prefixes
Message prefix settings can be found in the Hi Marley application under:
Settings → Organization → Message Prefixes
From this page, System Admins can preview how prefixes will appear from the customer’s perspective before saving changes.
What Is a Message Prefix?
A message prefix is a short line of identifying information that appears before the body of an outbound SMS message.
Message prefix data is displayed in the following order:
Author Data | Claim Data | Contact Information | Organization Data
By default, message prefixes include:
The operator’s first name and last initial
The organization or brand name
A vertical divider (
|) separating elements
Automated Message Prefixes
Automated messages sent by Hi Marley appear slightly differently than manually sent messages.
Automated messages will appear to come from “Marley” instead of an individual operator.
This helps recipients understand that the message was system-generated.
The “Marley” name can be removed for automated messages by updating settings in the System Message Prefix configuration page.
The name Marley from the automated messages can be removed by hopping into the Settings Page.
Optional Message Prefix Elements
In addition to the default prefix, your organization can choose to include optional elements, such as:
Operator title
Claim or policy number
Primary operator phone number
When included, the message prefix follows this order (items in {} are optional):
FirstName LastInitial. | {Operator Title} | {Claim/Policy Number} | {Primary Operator Phone Number} | Organization/Brand Name