Welcome Message settings are organized by Case Type (for example, Claim or General). While each case type can have its own Welcome Message configuration, the structure and behavior of the Welcome Flow are the same across all case types.
This means:
Each case type follows the same Opt-In Message framework
The same message components are available for every case type
Changes apply only to the selected case type, but are configured in the same way
Because the setup and experience are identical, this article explains the Welcome Flow once, and the guidance applies regardless of which case type you are configuring.
Overview
Opt-In Messages—also referred to as the Welcome Flow—allow your organization to configure the automated text messages sent to customers when a new case is created in Hi Marley. These messages guide customers through opting in to text messaging and set expectations for ongoing communication.
Opt-In Messages can be customized for Claim and General case types, as well as for customers who have not yet opted in and those who have previously opted in to Hi Marley texting.
Who Has Access
Only users with the System Admin role can view Settings and edit Opt-In Messages. These settings apply at the organization level and impact all applicable cases.
Where Is It?
Navigate to Settings > Organization > Case Type > [Select Case Type] > Welcome Message
From here, you may select whether you would like to view/edit the not opted-in or opted-in welcome message flow
What is It?
Opt-In Messages Preview
The Preview displays the messages your customer will receive during the Welcome Flow. Clicking Edit opens the message editor, where you can customize messages.
Beginning Message
This is the first message that gets sent out to a new customer who has never opted in. There are 3 parts to this message. The Message body which can be configured, the Legal Message that is not editable and an optional ending message.
(Optional) Ending Message
A message can be composed to follow the legal message if desired.
Opt-In Confirmation Message
Opt In confirmation is the message that gets sent out once the customer Opts In to texting by responding with YES. Opt-In confirmation messages can be configured based on case assignment status. This message typically includes information about who the case is assigned to.
(Optional) Follow-Up Message
After the Opt In confirmation is sent out with assignment information, an additional optional follow up message could be sent out.
New Claim Confirmation Message
If a new case is created for an already opted in user, the messages can be configured by clicking Edit on the Customers Already Opted In tab.
Automated Delayed Follow-Up Messages
Automated Delayed Follow-Up Messages let you send a follow-up message separately from the initial welcome messages when a case is created. Instead of sending all messages at once, you can configure the follow-up to be delivered 1–20 minutes later, helping important next steps—such as requests for photos or videos—stand out for policyholders. This can improve engagement, encourage faster responses, and help adjusters collect critical information earlier in the claims process.
Reassignment message
For the Claim and Policy case types, carriers can manage automated messages sent when an assigned case is reassigned to another insurance professional. This can be done by selecting 'Reassignment Message' within the Claim or Policy case types
Policy
For configuring Policy Case Automated messages, please visit this link and submit the desired verbiage -> http://bit.ly/HMecform_policy
General
For configuring General Purpose Case Automated messages, please visit this link and submit the desired verbiage -> http://bit.ly/HMecform_gpc