ClaimCenter Guidewire Cloud OOTB Guide

Introduction

This article will provide details on the functionality provided by the Hi Marley Guidewire Cloud Accelerator. The accelerator is a code package that is used as reference implementation.

View Release Notes and Code Packages

If you would like to understand some code-level configurations that are required, please read our configuration guide. This will cover configuring brands, our API key, and runtime properties which will require redeployment of ClaimCenter to take affect.

Any changes made to the code will deviate from the Out-Of-The-Box (OOTB) functionality and should be understood/documented by your organization.

Table of Contents

Click on the listed item to navigate to the section with more details.

User Functionality: Accelerator functionality that ClaimCenter users interact with

• Hi Marley Cases Tab - a tabular format with columns including Name, Claim Number, Opt Status, Case Status, Case Privacy
• Create Case via New Claim Wizard
  • Common Case Creation Errors
• Create a Case in Hi Marley Cases Tab
• Hi Marley Case Details - Details, Messages, and Actions related to a single Hi Marley case associated with the claim
  • Case Data - Generated after case creation and synchronized in real-time through our webhooks
  • Message Needs Attention Alert 
  • Hi Marley Case Details Buttons: Actions that you can trigger for the Hi Marley Case 
  • SMS Translation
  • Schedule Messages
  • Manage Secondary Operators
• Claim Notes Integration
  • Live updates of SMS messages 
  • Live update of Hi Marley Case Notes
• Create a Case from Parties Involved Tab

Automated Functionality: Accelerator functionality that automatically execute based on ClaimCenter or Hi Marley events

• Case Management
  • Assign/Reassign operator in Hi Marley when Claim file is reassigned
  • Close or Reopen all related cases upon claim status update
• Activity Creation
  • Claim Participant Inbound Message Activity
  • Needs Attention Alert for ClaimCenter Users 
  • Needs Attention Alert for Supervisors
• Document Management Integration
  • Process and Store inbound images/videos (media) files
• Automatic Hi Marley Account Creation

Admin Configuration Guide: Configuration options, user permissions, and Hi Marley Operator actions under Administration

• Configure Accelerator Feature Flags
• Configure Coaching Feature Flags
• User Permissions
• Synchronize groups from Claim Center to Hi Marley
• Configure SMS Templates for Users
• Configure Custom Automated Messages

Integration Gateway: Instructions for Setting Cases to a Single Brandng up the Guidewire Integration Gateway for the Hi Marley accelerator

• Properties to Add
• Route Properties

Subscribing Webhooks in ClaimCenter: Instructions, examples, and guidance for subscribing/managing webhooks

• Steps to Subscribe Webhooks in ClaimCenter
• Default API Schemas in Accelerator
• Accelerator Schema
• Resources
• Example Webhook Subscription Request Bodies

Coaching Bundle Features: How to add your Hi Marley Coaching features to Claim Center

• Message Needs Attention Alert in Hi Marley Case Details
• Message Intelligence Webhook Subscription
• Configure Coaching Feature Flags in Hi Marley Operator

 

ClaimCenter User Guide

Create Case via New Claim Wizard

1. Walk through the New Claim Wizard to create a new claim
2. On Step 5, check the box to Enroll in Hi Marley texting.
3. Upon selecting this option and completing the claim, a Hi Marley case is automatically created
   • A work item is created for Hi Marley case creation and the information is asynchronously sent to Hi Marley
   • Once the work queue has processed and completed the item, a case is created in Hi Marley and associated with the new claim in ClaimCenter
4. Visit the Hi Marley Cases tab to view the case

Hi Marley Cases Tab

After implementing and deploying the accelerator, ClaimCenter will include a Hi Marley Cases tab to view a table of Hi Marley cases associated with the selected claim.

In Hi Marley Cases, users can select the Case Number hyperlink to go to the Hi Marley Case Details screen in ClaimCenter. User can also select Go to Hi Marley Site to hyperlink into the case in the Hi Marley webapp.

Create a Case in Hi Marley Cases Tab

1. On the Hi Marley Cases screen, click the “Open Case” button
   • This will bring users to a screen to open a new Hi Marley Case in existing claim
   • Users can also open new cases via the New Case Wizard and from the Parties Involved tab
2. Fill out the form and click the “Create New Case” button
   • If successful, the user will be returned to the Hi Marley Cases tab
   • Under the Hi Marley Cases tab, a new row will be created with the Hi Marley case details
   • Click on Case Number to visit the Case Details page in ClaimCenter

 

Common Case Creation Errors

Creating a new Hi Marley case in Guidewire could fail for one of the below reasons:

• The policyholder's phone number is not a mobile number
• The mobile has more than allowed limit of open cases in Hi Marley (across different claims)
  • Typically, a single phone number can have no more than five Hi Marley cases open simultaneously
• The claim participant has opted out of texting with Hi Marley
• A Hi Marley case already exists with the combination of user’s phone number and claim number
• If your organization uses brands or lines of business, established within the Hi Marley webapp, and a brand is not specified upon case creation
  
  • More information can be found here

If any provided errors are unclear, contact your ClaimCenter admin/support team to check logs for error details.

 

Hi Marley Case Details

ClaimCenter users will be able to see data from a Hi Marley case and take actions from this screen. 

Note: If you or your team do not see certain buttons or parts of this screen, then you may not have the required permissions in ClaimCenter. Contact your ClaimCenter Admin to make any changes to your permissions.

Hi Marley Case Data

This data is automatically generated after case creation and synchronized in real-time with Hi Marley through our webhooks.

• Current Case Status (Open/Closed): State of Hi Marley case.
• Current Opt Status (Optin/Optout): Indicator if the claim participant is opted in to text with Hi Marley.
  • If the claims participants opts in, then the operator will be able to use the Send SMS functions within ClaimCenter or within the Hi Marley app. The mobile number will be listed as opted in on all Hi Marley cases. 
  • If the claims participant opts out, then that will opt out their mobile number from all cases in Hi Marley. Operators will not be able to send SMS messages on any Hi Marley cases to this number, whether that case is managed in ClaimCenter or in the Hi Marley webapp.
• Privacy Status (Public/Private): Case visibility set for the Hi Marley webapp. 
• Messages List View: Table of all Hi Marley messages
  • If the claim participant sends an image/video, that is automatically processed into documents and a ccDocLink will be shown for the body.
  • If messages to or from a customer are translated, both the original and translated version of the message will appear
  • Message alerts using the Hi Marley Message Intelligence webhook will be marked in the Message Alert column
• Go to Hi Marley Site: Navigate to the specific case in the Hi Marley webapp from ClaimCenter

Hi Marley Case Details Buttons

Button	Description	More Info
Refresh	Select the Refresh button on the Hi Marley Case details page to trigger an update of the following fields (using the Hi Marley API): Secondary Operators Current Opt Status Case Privacy Setting Translation Settings (SMS Translation checkbox & Preferred Language Selected)
Download Transcript	ClaimCenter users can select the Download Transcript button to generate the Hi Marley case PDF transcript via API and the accelerator will automatically add the file to the associated document management system.	Download Transcript into Claim File
Close Case	Select the Close Case button to close the individual Hi Marley case.	Close or Reopen all related cases upon claim status update
Opt Out	Select the Opt Out button to opt a claim participant out of texting. This should only be used as an action to cut off communication during defined business flows for your organization (e.g threat of litigation). Claim Participants are able to opt out of texting at any time by texting STOP on the SMS thread.
Reopen Case	Select the Reopen Case button to reopen the individual Hi Marley case.	Close or Reopen all related cases upon claim status update
Re-Send Welcome Message	Resend the welcome text in a Hi Marley case. The welcome message will be different based on their opt-status and how Hi Marley is configured.
Change Privacy	Users can change the visibility of the Hi Marley case in the Hi Marley webapp to either public or private by selecting Change Privacy. Public cases can be viewed by all Hi Marley operators, while private cases can only be viewed by primary or secondary operators assigned to the case.
Edit	Select the Edit button to open the edit screen and configure secondary operators and SMS translation.	Manage Secondary Operators SMS Translation

Send SMS Buttons

ClaimCenter users can type in the text box and select Send to send the SMS message to the claim participant. 

 

Send SMS using Template

Before typing a message, users can select the Use Template button to select an admin-configured template to send to the claim participant.

Schedule Message

ClaimCenter users can schedule a message to be sent during a specified date, time, and timezone.

Download Transcript into Claim File

ClaimCenter users can select the Download Transcript button to generate the Hi Marley case PDF transcript via API and the accelerator will automatically add the file to the associated document management system.

Step	Action	Screenshot Example(Click to view full-size)
1	Select the Download Transcript button to start the PDF transcript generation process.
2	You will see a confirmation message if the download occurred successfully.
3	Navigate to the Document tab of the claim file to see the PDF Transcript

 

SMS Translation

English is the default preferred language. Hi Marley supports auto-translation for 10+ languages so that ClaimCenter users can type messages in english with the claim participant receiving it in their preferred language.

The preferred language can be changed by enabling the SMS Translation checkbox and selecting a language from the Select Preferred Language dropdown button.  

Once selected, hit Update for the changes to take effect.

When SMS Translation is enabled, both the original and translated version of the message will appear in Case Details. Only the translated version was sent to customers. Both the original and translated version will appear in the case transcript after downloading.

Select Primary Case Operator

Users can select the Select Operator button to initiate case reassignment and change the assigned operator for the specific Hi Marley case to another ClaimCenter user. 

The ClaimCenter user should have an active Hi Marley account for your organization.

If that user does not have an active account, this action will fail unless the user has the HiMarley - Automatic Create Operator permission. With this permission, the accelerator will attempt to create the operator account prior to reassignment.

When you change the operator and the selected operator is assigned as a secondary operator, then it will be removed from the list of secondary operators and set as an operator.

Jump to Automatic Account Creation Flow

Select Secondary Operators

Secondary operators can be added by selecting the Edit button. Select Add to assign secondary operators, which will allow you to search potential secondary operators to assign to your Hi Marley case. Once complete, select Update.

Configure Secondary Operators from ClaimCenter via API using the Case Secondary Operators table.

Each user that is added will show their name and whether they have an active Hi Marley account (Hi Marley User). At the time of adding the ClaimCenter user as a secondary operator, ClaimCenter will check the user account via API and update the user record in ClaimCenter.

If you don't see this table, contact your ClaimCenter admin to add the Hi Marley - Secondary Operators  permission to your account.

If the ClaimCenter User does not have a Hi Marley account, you will need to remove them before updating the Secondary Operators. 

Note: If you send a message on a case that you are not assigned then you will automatically be added as a secondary operator. You can see this change take effect after hitting the Refresh button in ClaimCenter. 

Step	Action	Screenshot Example(Click to view full-size)
1	Navigate to Hi Marley Case Details screen and select the Edit button
2	A table titled Case Secondary Operators will show all the currently assigned users and you can select Add or Remove to configure that list.
3	When adding users, search for all users you would like to add and check their names before hitting select.
4	Once all changes are made to the Case Secondary Operator table, select Update for the change to take effect.

 

Claim Note Integration

Live updates of SMS messages 

SMS messages (both inbound and outbound) will be stored in the Claim Notes section of the claim file.

This feature requires the Enable Live Update feature flag to be enabled by a ClaimCenter admin (View Flags).

Live update of Hi Marley Case Notes

Case Notes in Hi Marley will be stored in the Claim Notes section of the claim file.

This feature requires the Automatic Sync Notes feature flag to be enabled by a ClaimCenter admin (View Flags).

Create a Case from Parties Involved Tab

The accelerator offers the option to view existing cases and create new Hi Marley cases using the Parties Involved tab. Select Parties Involved and the Hi Marley Cases tab to review cases already assigned to the selected contact. 

Select on a contact without an active case and select the Open Case button to create a Hi Marley case with that user.

Automated Functionality

Case Management

Assign/reassign operator in Hi Marley when Claim file is reassigned. 

The accelerator will attempt to reassign any associated Hi Marley cases in a Claim file whenever the claim owner is changed. The new claim owner (ClaimCenter user) must have an active Hi Marley account to be assigned the Hi Marley case. 

If they do not have an account, the accelerator will check for the HiMarley - Automatic Create Operator permission and automatically create an account for them if they have it. 

Automatic Hi Marley Account Creation

There are two conditions in which the Hi Marley case will not be reassigned to the new claim owner:

• If the Hi Marley case is closed, then the case will not be reassigned
• If the Hi Marley case is assigned to another operator who is not the original claim owner, the Hi Marley case will not be reassigned
  • These cases are not reassigned because the accelerator assumes that a new operator, other than the original claim owner, was manually assigned to this Hi Marley case

Close or Reopen all related cases upon claim status update

Whenever the claim in ClaimCenter is closed or reopened, the accelerator will automatically trigger the close or reopen action on any associated Hi Marley cases.

Activity Creation

Claim Participant Inbound Message Activity

When a claim participant texts into a Hi Marley Case, the message will be recorded in the Hi Marley Case Details screen. 

The accelerator generates a new activity on the Claim file in ClaimCenter to alert the Assigned Primary Operator about the new inbound message. 

An activity is created only if the Hi Marley case does not already have an open activity to prevent generating multiple activities per message. 

 

Needs Attention Alert for ClaimCenter User

The accelerator processes Needs Attention alerts via webhook from Hi Marley to update the message table and to create a Conversation Needs Attention activity for the ClaimCenter user assigned to the associated Hi Marley case.

The accelerator flag, Generate Assigned Adjuster Activity, needs to be enabled for this functionality. 

 

Needs Attention Alert for Supervisor of ClaimCenter User

The accelerator processes Needs Attention alerts via webhook from Hi Marley to update the message table and to create a Conversation Needs Attention activity for the supervisor of the assigned ClaimCenter user to the associated Hi Marley case. The supervisor and user relationship is derived from how the groups are configured within ClaimCenter.

The accelerator flag, Generate Supervisor Activity, needs to be enabled for this functionality.

 

Document Management Integration

Process and Store Inbound Images/Videos (Media) Files

As Hi Marley stores all messages, the accelerator will detect if the inbound (claim participant) message is an image or video. When that occurs, the media will be sent to ClaimCenter via webhook as an auto-generated AWS link. The accelerator will process that link and store the media file in the document management system associated you ClaimCenter instance. 

Image or Videos Webhook Flow

Image or Videos in ClaimCenter Documents

Case Details Directing User to Documents for Image/Video

Automatic Hi Marley Account Creation

Users with the HiMarley - Automatic Create Operator permission are eligible to automatically be provisioned a Hi Marley account whenever the ClaimCenter attempts to create a case assigned to that user or reassign an existing case to that user. 

Without this permission, those actions will fail. You can either retry after a ClaimCenter Admin adds this permission or add the user via the Hi Marley webapp.

Automated Flow Diagram 

Admin Configuration Guide

Configure Accelerator Feature Flags

Accelerator feature flags will enable functionality without needing to redeploy ClaimCenter. When considering each flag, keep in mind the following:

• Does my organization have access to this Hi Marley platform/webapp functionality?
  • The below table marks which functions may not be able in the webapp
• Would an operator need to use this accelerator feature?
  • If so, we recommend leaving it enabled since the User Permissions can be used to block access to certain screens/functions.

Feature Flags for the Hi Marley Accelerator can be found under Administration > Hi Marley Operator

Feature Flag	Description	Additional Notes	Functionality Description
Case Visibility	Enable Hi Marley Case Details screen in Guidewire	Disabling this will prevent users from accessing Hi Marley Case Details in Guidewire
Create or Change Operator	Enable automatic account provisioning and automatic claim reassignment.	The Automatic Create Operator permission will determine which users can be provisioned a Hi Marley account.	Assign/reassign operator in Hi Marley when Claim file is reassigned. 
			Automatic Hi Marley Account Creation
Enable Send Message UI	Enable send SMS UI to allow users sending messages from ClaimCenter.	The View Send message UI permission will determine which users can access this UI.	Send SMS Buttons
Download Transcript	Enable Ad Hoc Downloading of Transcript on the Hi Marley Case Details screen.	The View download transcript button permission will determine which users can see this button.	Download Transcript into Claim File
Automatic Sync Notes	Enable ClaimCenter receiving Hi Marley Case Notes.	Case Notes is a Hi Marley webapp feature that you may not have access to.	Live update of Hi Marley Case Notes
Enable Send Template	Enable using ClaimCenter templates for sending SMS.	The View send template permission will determine which users can access ClaimCenter Templates.	Send SMS using Template
Enable Live SMS Update	Enable ClaimCenter receiving SMS messages and store in the case details screen.	The View live update permission will determine which users can see this button.	Hi Marley Case Data
Enable Live Update (v1.0 name)
Enable Live SMS Updates to Notes	Enable ClaimCenter receiving SMS messages from Hi Marley in Guidewire Claim Notes.		Live Updates of SMS Messages
Enable SMS Notification	ClaimCenter will generate an activity on the first inbound message per case.		Claim Participant Inbound Message Activity
Enable Group Synchronize	Enable synchronization of groups from Claim Center to HiMarley.	Each ClaimCenter Group will need to be configured with the Enable Group Sync checkbox to be synced.	Synchronize groups from Claim Center to Hi Marley
Enable Secondary Operators	Enable configuring Secondary Operators.		Select Secondary Operators
Enable Schedule Message	Enable ability for operators to schedule an SMS message		Schedule Message
Parties Involved	Open a new Hi Marley case on an existing claim from the Parties Involved tab. View open Hi Marley cases from the Parties Involved tab.	Open Case from an existing Claim - On existing claim users can create a new Case from Parties Involved tab. The Case will be sent to HiMarley to Open a new Case. If the case is open correctly, it will be visible in the case list. Enabling/disabling this permission will also control whether Hi Marley cases will appear in the Parties Involved section.	Create a Case from Parties Involved Tab
Enable Brand	Enabling will send the Brand value on the case creation API	Brand is a required field and must match Brands created within the Hi Marley webapp	Integrating Line of Business & Brands
Enable Line of Business	Enabling will send the Line of Business value in the case creation API	A Hi Marley case can be created with a Brand but without a Line of Business. If enabled, the Line of Business passed in the request must correspond with a Line of Business under the desired Brand as established in the Hi Marley webapp.	Integrating Line of Business & Brands
Override to Single Brand	Enabling will allow you to override new case creation API requests to a single Brand, which can be populated in the open text field below	Brand is a required field and must match Brands created within the Hi Marley webapp	Integrating Line of Business & Brands
Case Closure - Download Transcript	Enabling will automatically download a copy of the case transcript in PDF when the Hi Marley case has been closed
Generate activities for TLA issues	Enabling will generate new activities related to the TLA (Total Loss Assist) workflow via Hi Marley	Only applies if your organization has TLA for Hi Marley	Total Loss Assist
Assign author for Hi Marley Case event note	Overrides the default value and assigns an author (i.e. the sender) to the Case Note
Coaching	Please refer to the Coaching section on this page for additional information: Configure Coaching Feature Flags
Parties Involved Tab	This Feature Flag controls whether the Hi Marley Cases tab will appear under each contact in Parties Involved
Enable FNOL Case Creation	Enabling will provide the option to create a new Hi Marley case, link an existing case, or skip creating a case during the FNOL flow
Data Enablement of Automation	Enable or disable additional information in case payloads

User Permissions

Permission	Code	Description
HiMarley - Ability to view Hi Marley Cases	viewcases	View Hi Marley case Details (screen).
HiMarley - Automatic Create Operator	automaticcreateoperator	Automatically create a Hi Marley account for user when case is assigned/created.
HiMarley - Automatic sync notes	automaticsyncnotes
HiMarley - View download transcript button	viewdownloadtranscript	Access to download transcript button on Hi Marley case Details screen.
HiMarley - View live updates from Hi Marley	viewliveupdate	View messages from Hi Marley.
HiMarley - View Send message UI	viewsendmessage	Allow user to send messages via Hi Marley (requires Hi Marley Account).
HiMarley - View send template	viewsendtemplate	Allow user to select ClaimCenter templates for send message UI.
Hi Marley - Secondary Operators	secondaryoperators_Acc	Enable viewing the Case Secondary Operators table in the Case Details page
Hi Marley - View Group Synchronize	viewgroupupdate_Acc	Allow users to view the Hi Marley Group Sync button

 

Synchronize groups from Claim Center to Hi Marley

The ClaimCenter accelerator can synchronize specific groups from ClaimCenter into Hi Marley to ensure the hierarchy is available within our analytics dashboards, Insights. 

This is a one-way sync that uses ClaimCenter as the source of truth.

If any groups are added to Hi Marley but not used within ClaimCenter please be sure that none of the group names overlap to prevent accidentally overwriting the non-ClaimCenter group.

Configuration 

Enable the Enable Group Synchronize feature flag and the user managing groups should have the View Group Synchronize permission.

Enabling Automatic Group Synchronization

Each group in ClaimCenter can be enabled to automatically update in Hi Marley. While creating a new group or editing an existing group, check the Enable Group Sync button and Update to trigger the group creation or update in the Hi Marley webapp. 

 

Hi Marley Group Sync Button

The Hi Marley Group Sync button will synchronize the group which is currently highlighted and all subgroups on demand.

Automatic Hi Marley Account Tracking

Whenever the accelerator creates or updates a group, it will check the current status of the Hi Marley account associated to the user to make sure it is active. That status will be stored in the column titled User is Active in Hi Marley. This will be leveraged as a part of the automated sync logic for group management.

 

Automated Group Synchronization Logic

The ClaimCenter accelerator will evaluate if the group exists in Hi Marley or if ClaimCenter users within the group have an active Hi Marley account. 

Note: This logic only applies to groups enabled with group sync (described above)

Action (via API)	Does Group Exist in Hi Marley?	Does Group include one supervisor and at least one user with an active Hi Marley account?
Group Created in Hi Marley	No	Yes
Group Updated in Hi Marley	Yes	Yes
Group Removed from Hi Marley	Yes	No

Remove ClaimCenter Group from Hi Marley

Uncheck the Enable Group Sync checkbox on the group edit screen to trigger the Hi Marley API to remove the group from Hi Marley if it already exists. 

Configure SMS Templates for Users

Navigate to Administration > Hi Marley Operator > Hi Marley Case Admin Add / Remove Template

Note: Editing templates is not possible, admins will need to delete and recreate templates to update them.

Create New Template

Select Add Template to write new template name and body.

 

Using ClaimCenter Variables in the SMS Templates

Admins can use data from ClaimCenter to auto-populate the SMS templates when a user selects them.

1. Open an SMS Template
2. Add the ClaimCenter parameter at the top of the message with the following this format <%@params( )%>. 
   • Use this parameter to pull from the hiMarleyClaim object: <%@params(hiMarleyClaim: Claim)%>
3. Write the template message body in the next line and input any variables in ${}
   • Display name for insured under the Hi Marley Claim: ${hiMarleyClaim.Insured.DisplayName}

Some Other Examples

• hiMarleyClaim.Insured.EmailAddress1.CityStateZip
• hiMarleyClaim.Insured.HomePhone
• hiMarleyClaim.Insured.EmailAddress1

Delete Template

Check the box of existing templates and select Delete Selected to remove them.

 

Configure Custom Automated Messages

ClaimCenter admins can select SMS templates that were configured to automatically trigger on Hi Marley cases during three specific claim events:

• Claim Closed
• Claim Reopened
• Claim Payment

These three events are part of the OOTB reference implementation. This system can be developed to extend to other events based on your specific workflow needs. 

These can be viewed in Hi Marley Operator under Administration.

Import Custom Events XML 

Step	Action	Screenshot Example(Click to view full-size)
1	Download the custom events xml files	Custom Event.xml Custom Events.xml
2	Navigate to Adminstration -> Utilities -> Import Data
3	Upload the two XML files below into ClaimCenter in the following order: 1. Custom Events.xml - Loads the custom events array entity into ClaimCenter 2. Custom Event.xml - Loads the three specific events

Select Active Events and Associated SMS Templates

Step	Action	Screenshot Example(Click to view full-size)
1	Navigate to Administration -> Hi Marley Operator -> Hi Marley Case Admin Items
2	Check the box in the IsActive column for events that you want to enable
3	Select the search icon to navigate to all configured SMS templates
4	Select the existing template that should be sent when the event is triggered.
5	Select Save Settings at the top right of the Hi Marley Case Admin Items screen when all changes are completed.

Deactivate Automated Message for an Event

Uncheck the IsActive checkbox for the event that you want to deactivate and select Save Settings.

Setting Cases to a Single Brand

Hi Marley recently introduced the ability to include Brands to Hi Marley cases The workflow below will only supports one brand; if you would like to use multiple brands, please consult this page: Integrating Line of Business

To assign a specific Brand to cases created in ClaimCenter, follow these steps:

1. Set the override brand to the name found within the Brands section of your Hi Marley production webapp
2. Turn on the Override Brand Flag (branding override = true)
3. And turn SendBrand = true

Integration Gateway

ClaimCenter and Integration Gateway will consume APIs exposed by Hi Marley to perform required functions (i.e. Open case, Close case, assigning case, send SMS, etc.). ClaimCenter also will expose APIs and Plugins to allow Hi Marley to perform required functions (i.e. Send Customer data, Send messages, Download case transcripts, etc.) via optional Integration Gateway.

Properties to Add

The following properties are required for this integration and need to be set accordingly.

Property	Value
ClaimCenterServerURL	https://{cloud-planet-URL}/rest
HiMarleyURL	UAT Server: https://integration.uat.marley.ai/api Prod Server: https://integration.himarley.io/api

Route Properties

Web Service Endpoints	Default Value	Description	Required
createGroupRoute	/groups	createNewGroup
getGroupsRoute	/groups/	listAllGroupsInHiMarley
getGroupRoute	/groups/{groupID}	getGroupByID	Group ID
updateGroupRoute	/groups/{groupID}	updateGroup	Group ID
deleteGroupRoute	/groups/{groupID}	deleteGroup	Group ID
CreateNewCaseRoute	/case/actions/open	createNewCase
CaseChangeOperatorRoute	/case/actions/assign/{caseID}	changeOperator	Case ID
getCaseDataRoute	/case/{caseID}	getCaseData	Case ID
MessageRestRoute	/case/actions/send-message	sendMessageToHiMarley
ResendWelcomeMessageRestRoute	/case/actions/resend-welcome/{caseID}	resendWelcomeMessageToHiMarley	Case ID
SendTemplateMessageRestRoute	/case/actions/send-template-message/{templateID}	sendTemplateMessageToHiMarley	Template ID
MessageToClaimCenterRestRoute	/acc/himarley/sms/v1/messages/	sendMessageToClaimCenter
NoteToClaimCenterRestRoute	/acc/himarley/sms/v1/notes	sendNoteToClaimCenter
getScheduleMessageRestRoute	/cases/{caseID}/scheduled-messages	getScheduleMessages	Case ID
createScheduleMessageRestRoute	/cases/{caseID}/scheduled-messages	postScheduleMessages	Case ID
deleteScheduleMessageRestRoute	/cases/{caseID}/scheduled-messages/{messageID}	deleteScheduleMessages	Case ID, message ID
TranscriptRestRoute	/case/actions/download/{caseID}	downloadTranscript	Case ID
pushTranscriptRestRoute	/case/actions/push-transcript/{caseID}	pushTranscript	Case ID
pushMediaTranscriptRestRoute	/case/actions/push-media/{caseID}	pushMedia	Case ID
ReOpenCaseRestRoute	/case/actions/reopen/{caseID}	reopenCaseInHiMarley	Case ID
CloseCaseRestRoute	/case/actions/close/{caseID}	closeCaseInHiMarley	Case ID
CloseReopenToClaimCenterRestRoute	/acc/himarley/updates/v1/closeReopen	closeReopenCaseInClaimCenter
postUserOptInClaimCenterRestRoute	/acc/himarley/opt/v1/useroptin	userOptIn
optStatusUserClaimCenterRestRoute	/acc/himarley/opt/v1/useroptout	userOptOut
getUserOptStatusRestRoute	/user/actions/status/id/{caseID}	userOptStatus	Case ID
optoutUserByIDRestRoute	/user/actions/optout/id/{userID}	userOptStatusId	User ID
optoutUserByEmailRestRoute	/user/actions/optout/email/{userEmail}	userOptStatusEmail	User Email
creteOperatorRestRoute	/user/actions/create-operator	createOperator
deleteUserByEmailRestRoute	/user/actions/delete-operator/email/{userEmail}	deleteOperatorByEmail	User Email
deleteUserByIDRestRoute	/user/actions/delete-operator/id/{userID}	deleteOperatorByID	User ID
getUserByEmailRestRoute	/user/email/{userEmail}	isUserExistEmail	User Email
getUserOptStatusByIDRestRoute	/user/actions/status/id/{customerID}	getOptStatus	Customer ID

 

Subscribing Webhooks in ClaimCenter

Webhooks are the primary way that information from Hi Marley, including case messages and opt status, are sent back to ClaimCenter. Follow the below steps to register webhooks in ClaimCenter.

Steps to Subscribe Webhooks in ClaimCenter

1. Navigate to Swagger UI in ClaimCenter

ClaimCenter embeds the swagger-ui tool to visualize any schemas for APIs deployed within the ClaimCenter instance.  Navigate to the Swagger UI tool from your browser.

Below is the general URL format for the swagger-ui tool. 

• URL Format <applicationURL>/resources/swagger-ui/
• Local Instance Example: http://localhost:8080/cc/resources/swagger-ui/

Note: If you are not able to access the swagger-ui tool, please refer to ClaimCenter documentation to understand any potential changes with the above. 

2. Execute the GET / API Call

1. Expand the API call - GET / 
2. Select 'Try it Out' to execute the API call from within the Swagger UI. 
3. Copy the API response to a temporary text editor file for reference. The API Response should include all API endpoints used in ClaimCenter including the Hi Marley accelerator. 

 

3. Import Postman Collection with Webhook Subscriptions

1. Download Postman Collection & Postman Environment with required webhook subscriptions.
2. Import both of these files into Postman.
   • You can fork the Hi Marley Public API on Postman on this page
3. Update the x-api-key field in the Postman environment with the API key provided by Hi Marley
   • You should have two API keys, one for your organization's UAT environment and one for your Production environment. Ensure you are using the correct API key when running your subscriptions.

Each API Call in the collection references a different webhook by Event ID that is used by the accelerator. As you complete step 4 below, you will replace the HTTP_ADDRESS for each request with the corresponding request URL you discover.

4. Find each URL path for the Hi Marley Accelerator

The rest of this documentation assumes the default certified accelerator. If your team has made any changes to the schema (URL paths, titles, descriptions etc) then you will need to account for those changes when reading these instructions. 

For each Hi Marley Accelerator API do the following:

1. Copy the URL from the docs element into the swagger-ui browser and select Explore.
2. For each POST URL, 
   1. Click on the POST request
   2. Select 'Try it out' & Execute (leave the default request body)
   3. Copy the Request URL  to the corresponding webhook subscription (using the Event ID) in Postman.
      • Reference the table below to match the POST method and API base path with the webhook subscription.

5. Subscribe the Webhooks

Once every webhook subscription contains the related Request URL from ClaimCenter, configure the rest of the subscription payload with any additional headers and authorization information that is required. 

Please refer to our Webhook Overview Article for more details

Important Note: We recommend enabling flexible schema in the swagger YAML file and adding the following header to each webhook subscription. 

"GW-UnknownPropertyHandling":"ignore"

Learn more about enabling flexible schema processing here

After you configure each subscription, execute the API call to subscribe the webhook for your organization in Hi Marley. 

Example Webhook Subscription Request Bodies

Opt-In Sample Payload: 

{ 
    "EVENT_ID": 1, 
    "HTTP_POST_ADDRESS": "https://{IG URL}/api/acc/himarley/opt/v1/useroptin", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
}  

Opt-Out Sample Payload: 

{ 
    "EVENT_ID": 2, 
    "HTTP_POST_ADDRESS": " https://{ IG URL }/api/acc/himarley/opt/v1/useroptout", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
} 

Note Received in Hi Marley Sample Payload: 

{ 
    "EVENT_ID": 16, 
    "HTTP_POST_ADDRESS": " https://{ IG URL }/api/acc/himarley/sms/v1/notes ", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
} 

Message Received or Sent in Hi Marley Sample Payload: 

{ 
    "EVENT_ID": 14, 
    "HTTP_POST_ADDRESS": " https://{ IG URL}/api/acc/himarley/sms/v1/messages/ ", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
} 

Re-Open Case in Hi Marley Sample Payload: 

{ 
    "EVENT_ID": 18, 
    "HTTP_POST_ADDRESS": " https://{ IG URL }/api/acc/himarley/updates/v1/closeReopen", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
}

Close Case in Hi Marley Sample Payload: 

{ 
    "EVENT_ID": 10, 
    "HTTP_POST_ADDRESS": " https://{ IG URL }/api/acc/himarley/updates/v1/closeReopen ", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
} 

Default API Schemas in Accelerator

Note:If your team has made any changes to the schema (URL paths, titles, descriptions etc) then you will need to account for those changes when reading these instructions. 

Accelerator Schema

API Base Path	API Title	API Description	POST Method	Description	Hi Marley Webhook
/acc/himarley/opt	HiMarley Case Update API	API for accepting updates from HiMarley Site	/useroptin	Update Claim Participant status to OPT_IN	Event ID 2 (Zendesk Article)
			/useroptout	Update Claim Participant status to OPT_OUT	Event ID 1 (Zendesk Article)
/acc/himarley/sms	HiMarley Receive Message API	API for receiving sms messages from HiMarley Site	/notes	Record new note from Hi Marley Case	Event ID 16
			/messages	Record new message from Hi Marley Case	Event ID 14
/acc/himarley/updates	HiMarley Case Update API	API for accepting updates from HiMarley Site	/closereopen	Record updated case status from Hi Marley (case closed or reopened)	Event ID 10
					Event ID 18

 

Coaching Bundle Features

Message Needs Attention Alert in Hi Marley Case Details

If your organization leverages the Hi Marley coaching bundle, we recommend the ClaimCenter admin turns on the Coaching Alerts permission. 

ClaimCenter users will be able to view the Needs Attention alerts from Hi Marley in the messages list view table.  The needs attention alert is processed after the message is received so you may see the message recorded in ClaimCenter with the alert shortly afterwards.

Learn more about Hi Marley Message Intelligence

Message Intelligence Webhook Subscription

As per the Subscribing Webhooks in ClaimCenter section, please subscribe the below webhook to receive message intelligence alerts in Claim Center.

{ 
    "EVENT_ID": 22, 
    "HTTP_POST_ADDRESS": " https://{ IG URL }/cc/rest/acc/himarley/sms/v1/messages/", 
    "HEADERS": { 
                "Authorization": "Basic xyz", 
                "GW-UnknownPropertyHandling": "ignore" 
            } 
}

 

Configure Coaching Feature Flags in Hi Marley Operator

The coaching bundle is available in Hi Marley based on your organizations contract.

Learn more about the Coaching Bundle

	Feature Flag	Description	Functionality Description
	Coaching Alerts	Turns on the UI changes on the message level table	Message Needs Attention Alert
	Generate Assigned Adjuster Activity	Generates an activity for messages that need attention for the primary operator assigned to the case	Needs Attention Alert for ClaimCenter User
	Generate Supervisor Activity	Generates an activity for messages that need attention for the supervisor of the primary operator assigned to the case	Needs Attention Alert for Supervisor of ClaimCenter User

 

Resources

• OAuth 2.0 - ClaimCenter Accelerator Webhooks.postman_collection (2).json
  30 KB Download
• UAT =- Generic ClaimCenter Env.postman_environment (4).json
  1 KB Download