Cases Tab – Hi Marley

Introduction

A case is the primary construct within the Hi Marley platform where all conversations happen. The Cases Tab is where both open and closed conversations are organized and archived!

Accessing Cases Tab

The cases tab can be accessed by clicking on the Cases button found on the left navigation panel.

Case Creation

The cases tab provides access to the all important function of creating cases. More information on creating a case can be found here.

Search Cases

You can search for a case or cases within the cases tab by any of the following parameters

Reference number - Claim Number or Policy Number
Customer Name
Phone Number
Operator Name

Additionally, the case listing can be filtered by assigned Operators / Groups and by case status.

Bulk Actions

The Hi Marley web app offers a Bulk actions for ease of managing up to 100 cases at once!

Bulk Case Closure

As the name indicates, bulk case close feature enables the operators to close select and close several cases in one single action without having to individually close cases one by one. 100 is the maximum number of cases that can be closed at once.

To use this feature follow the steps below:

Select the Cases button on the left navigation pane to open the Cases tab.
Once you are on the cases tab, search / filter the case you want to close.
Select all the cases that have to be closed.
Click on the caret near the Bulk actions menu and select "Close Selected Cases"
Click "Close All Cases" button on the pop up.

Bulk Case Reassignment

Bulk case reassignment enables operators or supervisors to reassign several cases at once without having to individually reassign cases one by one. 100 is the maximum number of cases that can be reassigned at once.