What is Multi-Party Texting?

Multi-Party Texting enables efficient, collaborative, and language-friendly conversations, revolutionizing the way communication and collaboration are conducted in the insurance industry. By inviting friends, family, and service providers to a single texting conversation, Multi-Party Texting (MPT) reduces cycle time and phone tag while increasing transparency and policyholder experience.

All MPT messages are routed through Hi Marley, giving the Hi Marley operator complete control over who may join the conversation. As you will see, Multi-Party Texting also as built-in compliance workflows to ensure opt-in and consent to text with all parties involved while maintaining data privacy and security.

Participant Opt-in

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Before inviting a Multi-Party Texting participant, Hi Marley recommends that consent be received. We call this content Opt-in.

Whether it is received over the phone during first contact or by checking a box in a web portal, this first layer of opt-in is an important part of remaining TCPA compliant as well as providing customers with a lovable customer experience.

All MPT participants will be asked to opt-in over text when they receive their invitation. We will discuss the invitation and its content in more detail in the next section!

Inviting Participants

Add

To invite a participant, open the Inbox tab, select the case to invite the participant to join, and click the (+) Add button. There is no limit to the number of participants that can be invited to a case - invite as many as you see fit!

Inviting

Complete the Add Participant form by typing the mobile number, name, and relationship of the participant being invited to the primary contact on the case (ie claimant, policyholder, insured, injured worker, etc).

After clicking Invite Participant, an invitation will be sent to the mobile number that was entered (previewed above).

The relationships that appear in the drop down menu vary depending on the Hi Marley case type selected at case creation. Below are a list of the available relationships by case type.

Cannot find the right relationship for your contact? Select Other from the dropdown list

Relationship	Workers Comp	Auto	Home	Commercial Property	General Case	Claim
Parent	✅	✅	✅	✅	✅	✅
Spouse / Partner	✅	✅	✅	✅	✅	✅
Child	✅	✅	✅	✅	✅	✅
Other Family	✅	✅	✅	✅	✅	✅
Friend	✅	✅	✅	✅	✅	✅
Agent	✅	✅	✅	✅	✅	✅
Vendor	✅	✅	✅	✅	✅	✅
Witness	✅	✅	✅	✅	✅	✅
Attorney	✅	✅	✅	✅	✅	✅
Injured Worker	✅	❌	❌	❌	❌	❌
Employer	✅	❌	❌	❌	❌	❌
Nurse Case Manager	✅	❌	❌	❌	❌	❌
Medical Provider	✅	❌	❌	❌	❌	❌
Appraiser	❌	✅	❌	❌	❌	❌
Tow Company	❌	✅	❌	❌	❌	❌
Body Shop	❌	✅	❌	❌	❌	❌
Glass Company	❌	✅	❌	❌	❌	❌
Contractor	❌	❌	✅	✅	❌	❌
Public Adjuster	❌	❌	✅	✅	❌	❌
Mitigation Company	❌	❌	✅	✅	❌	❌
Independent Adjuster	❌	❌	✅	✅	❌	❌
Contents Provider	❌	❌	✅	✅	❌	❌
Housing Company	❌	❌	✅	✅	❌	❌

Joining and Leaving

Join

The invitation will provide a brief introduction and request that the invitee opt-in to join the MPT conversation. If the invitee has not participated in a Hi Marley case before, they will be asked to reply YES. If the invitee has participated in a Hi Marley case before, they will be asked to reply JOIN.

At any time after joining the MPT conversation, a participant may send the keyword LEAVE to remove themselves from the MPT conversation.

If a participant enters the LEAVE keyword or is removed from the conversation by an operator, all participants on the conversation, including the one removed, will receive a "<Participant Name First and Last Initial> (<Relationship>) has left the conversation." message confirming the participant has been removed.

If a participant has been removed and tries to text back in on a conversation, they will receive a "This conversation is not active and participants will not receive your messages." message.

Conversation Visibility

The invitee will not receive any messages from the operator or other participants until they agree to join the conversation with the appropriate keyword. When they reply with the appropriate keyword (YES or JOIN), they will receive new messages that are sent on the case.

When the participant sends the keyword LEAVE, they will be unable to view or send new messages in the MPT conversation but they may be invited back by the Hi Marley operator at any time.

A banner will appear in the thread and an automated message will be sent to all participants when a new participant joins the MPT conversation.

Managing Participants

Add

Clicking on the View button will allow operators to view all participants in an MPT conversation regardless of their status (invited, active, removed, left, etc).

Edit

At any time, a Hi Marley operator may Edit a participant's name or relationship data or Remove a participant from the MPT conversation.

Chatting with Participants

Now that you have invited your participant(s), you may continue the conversation with them in Hi Marley. All participants will send and receive messages from one, seamless SMS thread on their mobile device.

Relational Message Prefixes & Suffixes

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MPT

Relationship data selected during the invitation process will appear throughout the MPT conversation. Whether as a suffix in the Hi Marley application or a prefix in the SMS thread, all participants will have a clear understanding of who sent the message and their role in the claims process.

Multi-Party Translate

Multi Multi

Multi-Party Translate allows for messages to be sent and received in up to two different languages!

This functionality allows participants to receive messages in their native language alongside the English translation. here both the operator and the policyholders can text in their native languages.

Click here to learn more about Hi Marley's Translation functionality!

Media Forwarding

MPT

Media files are treated differently that SMS messages in an MPT conversation. When a participant sends media (photo, video, etc) in an MPT conversation, it will only be received by the Hi Marley operator.

If the Hi Marley operator would like to forward the media to all other participants in the conversation, they may do so!

Surveys

Surveys that are sent on a case using Multi-Party Texting will only go to the primary contact on the case and not to any additional contacts added via Multi-Party Texting.

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