The Hi Marley platform will trigger Automated messages based on the Case Type and events on a case. This article outlines the automated messages that will be triggered for a Claim Case type.
Table of Contents
- New Customer - Opt-In Request
- Opt-In Confirmation
- New Case / Existing Customer
- Primary Operator Assignment
- Case Reassignment
- Automated Message Configuration
New Customer - Opt-In Request
When a case is created for a new customer who has never opted in for texting with Hi Marley, a initial message is sent requesting for Opt-in
Here is the default message that will be triggered from the platform
"Hi $claimantFirstName, I'm Marley, your virtual assistant. Thanks for reporting your claim with $companyName. Please reply YES to agree to the terms and privacy policy (himarley.com/tp). Msg and data rates may apply. Msg freq varies. Reply HELP for help or STOP to opt out."
Opt-In Confirmation
Once a customer Opts-In for texting by responding with an "YES", the Hi Marley platform will trigger a Opt-In Confirmation message. This message varies based on the Case Assignment status.
Assigned Case
If the case has an assigned Primary Operator, here is the default message that would be sent out
"Your claim representative is $contactFullName. You can text them in this thread, call them at $contactPhoneNumber or email them at $contactEmail."
Un-assigned Case
If the case was set up as an unassigned case, the following message will be triggered by default.
"Your claim representative will be reaching out shortly to assist further."
New Case / Existing Customer
These messages will be sent out when a new case is set up for a customer who has previously opted-in for texting with Hi Marley
Assigned Case
If a case has been assigned to a Primary Operator, the default message that would be sent out is "Hi $claimantFirstName thanks for reporting your claim $claimNumber. Your claim representative’s name is $contactFullName. You can contact them at $contactEmail, or call $contactPhoneNumber."
Un-assigned Case
If the case was set up as an unassigned case, the following message will be triggered by default "Hi $claimantFirstName, thanks for reporting your claim #$claimNumber. Once your claim representative is assigned, they will contact you. In the meantime, please text us any photos you have available."
Primary Operator Assignment
If a Primary Operator is assigned to an unassigned case, the following message will be triggered by default.
"$contactFullName has been assigned to your claim and will be reaching out shortly. You can text them here, email them at $contactEmail or call $contactPhoneNumber."
Case Reassignment
If a case is reassigned from one Primary Operator to a different operator, the following message will be triggered.
"Hi $claimantFirstName, your claim has been reassigned to $contactFullName . You can text them here, email them at $contactEmail or call $contactPhoneNumber."
Automated Message Configuration
If you are looking for information on how to customize Automated messages, please follow this link.