Closing a Case

Table of Contents

Introduction

Closing a Case (Chats Tab)

Closing a Case (Cases Tab)

Closing Multiple Cases in Bulk

Closing a Case FAQs

 

Introduction

Closing cases within Hi Marley is a easy way to ensure that the inbox is kept manageable for operators. It also helps streamline the metrics that is tracked within the Hi Marley platform.

We recommend training your team to close the case in Hi Marley at the same time they are closing the case in your claim system.

 

Closing a Case (Chats Tab)

1. Click the Chats tab
2. Click the case you would like to close
3. Click the [Actions] menu in the top right corner 
4. Click [Close Case]

 

Closing a Case (Cases Tab)

1. Click the Cases tab
2. Filter / Search for the case you want to close
3. Click the Actions button on the case
4. Click Close Case

A Closed case can be located in the Cases tab by filtering the case status to [All] or [Closed]

Closing Cases in Bulk

Bulk actions feature within Hi Marley allows for closing multiple cases with a single click. Follow this link to know more about bulk case closure

Closing a Case - FAQs

Will closing a case send a message to the end user?

Closing a case does not trigger any automated messages to the Customer unless Auto Send surveys are enabled for your organization.

 

What will happen if an end user send a text on a closed case?

If an inbound message is sent on a closed case, it will automatically be reopened and all previously assigned operators will be notified.