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 Policy Case type.
Table of Contents
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
"Hi $claimantFirstName, thanks for reporting your policy #$policyNumber. I'm Marley, your virtual assistant. To text with your underwriter, please review and agree to the terms/privacy policy (himarley.com/tp) by responding 'Yes'. 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 underwriter is $contactFullName. You can text them here, email them at $contactEmail or call $contactPhoneNumber. $contactFirstName will be reaching out shortly to assist further. "
Un-assigned Case
If the case was set up as an unassigned case, the following message will be triggered by default.
"Once your underwriter is assigned, they will contact you. In the meantime, please text us any photos you have available."
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 $claimantFirstName, thanks for reporting your policy #$policyNumber. Your rep's name is $contactFullName. You can contact them at $contactEmail or call $contactPhoneNumber. Msg and data rates may apply. Msg freq varies. Reply HELP for help or STOP to opt out."
Un-assigned Case
If the case was set up as an unassigned case, the following message will be triggered by default
"Hi $claimantFirstName, thanks for reporting your policy #$policyNumber. Once your underwriter is assigned, they will contact you. In the meantime, please text us any photos you have available. Msg and data rates may apply. Msg freq varies. Reply HELP for help or STOP to opt out."
Primary Operator Assignment
If a Primary Operator is assigned to an unassigned case, the following message will be triggered by default.
"An underwriter has been assigned to your policy. Your rep's name is $contactFullName, you can contact 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.
"Hey $claimantFirstName! I wanted to let you know that your underwriting rep has been updated. Your new underwriting rep is $contactFullName. You can contact 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.