Table of Contents
Creating a Line of Business Template
How to Import & Export Templates
Introduction
Admins within Hi Marley have the ability to add, edit, or delete message templates.
Message Templates can be global (default) or line of business specific. Global templates are available to all operators within an organization have access to and pull from a single list. Line of business templates are only available on their corresponding cases.
Creating a Message Template
Go to Settings > Click Operational > Click Message Templates > Click New Template
The title of the message template is called the TOKEN and cannot include characters like “/” or “\”.
*There is no limit for letter or word count when creating the Title and Message Body of your Message Template.
*Once added, Message Templates will appear in alphabetical order on the Inbox page in an individual chat.
Selecting Line of Business (optional)
When creating a template, you may choose to associate it with a specific Line of Business. Doing so will prevent that template from appearing on cases without a line of business or attributed to another line of business.
Editing a Message Template
Admins can edit existing messages by clicking the ellipsis icon on a template > click Edit
Message Tokens
Please visit this article for a list of Message Tokens.
Deleting Templates
Templates have the flexibility to be removed individually or in groups. You can choose to delete a single template at a time if you only need to remove one specific item. Alternatively, if you want to clear multiple templates simultaneously, you can perform a bulk deletion to save time and effort. This approach allows for efficient management of your templates, whether you are handling a few or many at once.
Importing & Exporting Message Templates
Overview
Admins and System Admins now have access to powerful Import and Export capabilities directly within the Message Templates page. These new tools streamline bulk management, allowing you to add, update, or validate large sets of templates quickly and accurately.
The refreshed Message Templates page introduces a cleaner, more unified layout, making it easier to navigate, edit, and manage all global and Line of Business (LOB) templates from a single location.
What You Can Do
With the new Import and Export workflow, you can:
Export existing templates into a CSV file for easy review or updates
Bulk edit and add new templates directly within the CSV
Validate changes in a QA environment before going live
Import your approved CSV into Production for quick rollout
This process is ideal for onboarding new organizations, reorganizing large template libraries, or ensuring accuracy and consistency across business units.
How to Import & Export Templates
Navigate to:
Settings > Operational > Message TemplatesFrom the main page, you can continue to add or edit templates — including any associated with a Line of Business.
Open the Actions menu to access the new options:
Export
Downloads all existing templates into a CSV file
Use this file to review structure, messaging, and LOB associations
Import
Upload your edited or newly created CSV
The system will automatically validate your file
Any issues will be displayed so you can correct them before completion
Once your file is validated, your updated templates will be available in just minutes for operators and adjusters to use.