Introduction
Unique outbound welcome messages can be customized within Hi Marley by setting up Lines of Business within Hi Marley. Lines of Business can be added to Brands within Hi Marley. To learn more about adding Brands, follow this link.
Adding Lines of Business to Brands
Lines of Business can be added in the Company Hierarchy tab under Org Settings. Lines of Business can be added/modified by System Admins only.
Click the "Choose Lines of Business" button to see a preset list of options broken down by type (ex: Personal, Commercial) and sub-type (ex: Auto, Home, Workers Comp). Each Brand can only have one instance of a given LoB type and sub-type combination associated with it (ex: Personal Auto).
After you have selected one or more LoB you can use the ellipses menu on the LoB to edit or remove the LoB. Editing the LoB lets you change the LoB display name. Please note, changing the display name only impacts how the LoB name is displayed in the application. All LoB specific features are still based on on the underlying type and sub-type combination (ex: Personal Auto) and not the display name.
You can remove an LoB at any time. Removing an LoB will not impact any cases it is associated with nor reset any configuration, the LoB will simply no longer appear for selection or configuration throughout the rest of the application. If you choose to re-add the same LoB for the same Brand the LoB is brought back with all its prior configuration. Below we'll discuss LoB configuration and association cases with LoB.
Configuring Lines of Business
Once you have setup Lines of Business in Org Settings you will be able to configure those Lines of Business in the Manage area of the application. Inside the Manage area, there is a Lines of Business tab which will allow you to select which Line of Business you would like to configure. Once you have selected a Line of Business you will see all available configuration options for that LoB.
Configuring LoB Welcome Flows
Each LoB can have a unique welcome flow for the Claim case type. By default, the LoB welcome flow mirrors the welcome flow that has been set for your entire org in Org Settings. Each LoB can modify their Claim welcome flow and when a Claim is created and associated with that LoB the LoB-specific welcome flow will be sent. For more information on configuring welcome flows see the Org Settings help center page.
For General and Policy type cases there is not yet the ability to set an LoB level welcome flow and the Org level welcome flow will be used.
Associating Cases with Brands & Lines of Business
Conversations / Cases are associated with Brands / Lines of Business during case creation. The brand is a mandatory field during case creation. Cases can then be associated with an LoB. The Line of Business dropdown will only list the LoBs that are part of that Brand.
For selecting LOBs via integrations, please review this article.
If an LoB is selected and an LoB-specific message has been configured, the configured message will be sent out. Otherwise, the Org level messages will be sent out.