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ClaimCenter Guidewire Cloud OOTB Guide

Kevin Roller
  • Updated

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

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

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

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

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

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

 

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

Screenshot 2023-10-30 at 4.00.24 PM.png

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.

 

Screenshot 2023-10-30 at 1.24.53 PM.png

 

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

Screenshot 2023-10-30 at 4.28.53 PM.png

 

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
  • 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. 

Screenshot 2023-10-30 at 1.27.04 PM.png

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

Screenshot 2023-10-30 at 1.33.02 PM.png
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. 

Screenshot 2023-10-30 at 1.34.01 PM.png

 

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.

Screenshot 2023-10-30 at 1.34.46 PM.png

 

Schedule Message

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

Screenshot 2023-10-30 at 1.35.46 PM.png

 

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.

Screenshot 2023-10-30 at 1.38.26 PM.png
2 You will see a confirmation message if the download occurred successfully.

Screenshot 2023-10-30 at 1.39.33 PM.png
3 Navigate to the Document tab of the claim file to see the PDF Transcript

Screenshot 2023-10-30 at 1.40.11 PM.png

 

 

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.

Screenshot 2023-10-30 at 1.45.50 PM.png

 

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.

Screenshot 2023-10-30 at 2.00.29 PM.png

 

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

Screenshot 2023-10-30 at 1.51.07 PM.png

 

 

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.

Screenshot 2023-10-30 at 1.52.00 PM.png

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.

Screenshot 2023-10-30 at 1.55.07 PM.png

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. 

mceclip1.png

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 Screenshot 2023-10-30 at 1.56.18 PM.png
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.   Screenshot 2023-10-30 at 1.57.09 PM.png
3 When adding users, search for all users you would like to add and check their names before hitting select. Screenshot 2023-10-30 at 1.58.18 PM.png
4 Once all changes are made to the Case Secondary Operator table, select Update for the change to take effect. Screenshot 2023-10-30 at 1.58.56 PM.png

 

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).

 

Screenshot_2023-02-02_at_10.58.47_AM.png

 

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).

Screenshot_2023-02-02_at_11.00.38_AM.png

 

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. 

Screenshot 2023-10-30 at 2.13.45 PM.png

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

Screenshot 2023-10-30 at 2.14.56 PM.png

 

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

Screenshot 2023-10-30 at 2.18.52 PM.png

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. 

Screenshot 2023-10-30 at 2.19.36 PM.png

 

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

Screenshot_2023-01-31_at_1.27.03_PM.png

Image or Videos in ClaimCenter Documents

Screenshot 2023-10-30 at 2.21.17 PM.png

Case Details Directing User to Documents for Image/Video

Screenshot 2023-10-30 at 2.22.02 PM.png

 

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 

ClaimCenter_Accelerator_Flows_-_Automatic_Create_Operator_Flow.jpg

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

 

screencapture-44-195-85-78-8080-cc-ClaimCenter-do-2025-03-10-14_05_22.png

 

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. 

Screenshot 2023-10-30 at 2.30.21 PM.png

 

Hi Marley Group Sync Button

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

Screenshot 2023-10-30 at 2.31.19 PM.png

 

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.

Screenshot 2023-10-30 at 2.32.20 PM.png

 

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.

Screenshot 2023-10-30 at 2.35.25 PM.png

 

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}

Screenshot_2023-01-31_at_5.18.58_PM.png

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.

Screenshot 2023-10-30 at 2.40.43 PM.png

 

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.

Screenshot 2023-10-30 at 2.44.20 PM.png

 

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 Screenshot
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

 Screenshot

 

 

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 Screenshot 2023-10-30 at 2.44.20 PM.png
2 Check the box in the IsActive column for events that you want to enable Screenshot 2023-10-30 at 2.46.28 PM.png
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. Screenshot 2023-10-30 at 2.47.48 PM.png
5 Select Save Settings at the top right of the Hi Marley Case Admin Items screen when all changes are completed. Screenshot 2023-10-30 at 2.48.44 PM.png

 

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

Screenshot 2023-10-30 at 2.52.12 PM.png

 

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. 

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. 

Screenshot_2023-01-19_at_12.59.27_PM.png

 

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.

Screenshot_2023-01-19_at_1.16.52_PM.png

 

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

Screenshot 2023-10-30 at 1.49.07 PM.png

 

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

 

Screenshot_2023-02-10_at_9.57.37_AM.png 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

Related articles