Inbox

 

Introduction

Welcome to the Hi Marley Inbox, your daily hub for engaging with customers efficiently and effectively. This intuitive platform is designed to streamline your communications, ensuring every interaction is clear, concise, and customer-focused. Get ready to transform your daily customer interactions into seamless conversations that drive satisfaction and success.

Accessing the Inbox

The Inbox can be accessed by clicking on the chats icon on the sitewide navigation bar.

Chat Cards

Chat Card Themes

Tailor your Inbox to your viewing preferences with customizable themes. Choose between a 'Expanded' layout for a more spacious interface, a 'Comfortable' theme for a focused and less cluttered display, or a 'Compact' theme for maximum information density and efficiency.

These themes allow you to personalize the visual layout of your inbox to match your work style and preferences. Once selected, the density option will persist for future sessions. We have 3 density options:

Card Theme Name	Image	Metadata
Expanded		Customer name Time stamp Message preview Case ID # of Days open Expanded tags Expandable ellipses for more actions
Comfortable		Customer name Time stamp Message preview Case ID Tag Icon max 2 icons visible Ensure the tags follow the same priority as they do in the expanded view Expandable ellipsis for more actions
Compact		Customer name Case ID Time stamp Tag Icon max 2 icons visible  Ensure the tags follow the same priority as they do in the expanded view Expandable ellipsis for more actions

 

Chat Card Elements

Inbox Badges

Unread Badge

The New Inbox introduces red badges for new messages, ensuring they stand out distinctly, with highlighted chat cards that draw your attention precisely where it's needed.

The badge will stay unread for 3 seconds after a user has clicked on a case. If the user clicks away in less than 3 seconds, the case will remain unread

An operator will see an Unread badge when a new message takes place on a case.

Unread Badge FAQ

Q: If a new message is sent on a case that I already have open, will an unread badge appear for me?

A: Yes! Until you click your mouse or trackpad, any messages sent while you have the Hi Marley case open will remain unread until you click.

Q: If I am a secondary operator, and the primary operator sends an outbound message, will an unread badge appear for me?

A: Yes!

 

Q: If I am a primary operator, and the secondary operator sends an outbound message, will an unread badge appear for me?

A: Yes!

 

Q: Will activities in notes cause an unread badge to appear on a case?

A: No. New notes, @ mentions, and replies will not make unread badges appear

 

Q: Will a scheduled message being sent resolve/remove an unread badge?

A: No

 

Q: Will a auto reply being sent resolve/remove an unread badge?

A: No

Q: Will a system message such as an auto reply or reassignment messages count as unread messages?

A: No, only messages that are manually sent of scheduled will be cause for the unread badge to appear

 

Chrome Tab Unread Notification

Now on the Chrome Tab, users will be notified about new unread cases in their inbox, even when they are not currently on that tab. Driving engagement and fast communication to their policyholders.

• This number will be based off the Chats tab, which must be open in the background

New Line

Now you can see which messages are unread even easier. We’ve added a New line that will sit above any recent unread messages on a case. This line is red and has the label “New” on it. It will be visible when there is a corresponding Unread Message “red” dot badge in the Inbox for that case.

• Unread messages are any text message on a case sent from someone other than you.
• If you click to view a case in the Inbox that has one or more unread messages on it, you’ll see this New line and we will highlight the unread messages. After 3 seconds the New line and highlighting disappears and the Unread Message badge will also disappear in the Inbox.
• If you are actively viewing a case in the Inbox and new messages come in while it’s being viewed you will also see the New line and highlighting on the new unread messages on the conversation. Once you click to write a text, or perform an action in the text input area (Ex. schedule a message, attach a file, etc), or if you navigate to another case in the Inbox it will then remove the New line and highlighting and mark those messages as read.

 

Mark a Case as Unread

Want to come back to a Hi Marley case at a later time? Do you like to triage your cases by using the unread badge? You can be marked as unread from the inbox by clicking the ellipsis!

You can also mark messages as unread by hovering over then in the thread view of a case and clicking on the envelope icon.

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Unaddressed Messages (Beta)

Overview

Unaddressed is an inbox indicator designed to help teams quickly identify inbound messages that have not yet been responded to by a human.

Unlike Unread, which is user-specific, Unaddressed works at the case level and is shared across all operators working the case.

This makes it easier for teams to prioritize work—especially when multiple people collaborate on the same cases.

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How Unaddressed Works

When Unaddressed Triggers

A case is marked as Unaddressed when:

• A new inbound message is received from a policyholder

  • Text messages

  • Media (images, videos)

When triggered:

• The case is highlighted in blue

• A blue arrow badge appears in the Inbox

• The indicator is visible to all operators in the working group

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When Unaddressed Clears

An Unaddressed badge is cleared when:

• Any operator sends an outbound or scheduled message

❗ Automated messages (such as Out of Office or activity messages) do not clear Unaddressed.

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Important Behavior Notes

• Viewing a case does not clear Unaddressed

• Unaddressed is shared across the team

  • If one operator addresses or dismisses it, it is cleared for everyone

• Operators can:

  • Address a case directly from the Inbox

  • Manually dismiss Unaddressed if no action is required

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Unaddressed vs. Unread

Unread	Unaddressed
User-specific	Case-level (shared)
Clears when viewed	Clears only when addressed
Best for individual ownership	Best for team-based workflows

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How Unaddressed Fits into Inbox Priority

Unaddressed replaces Unread at the same priority level in the Inbox.

Higher-priority indicators (such as Needs Attention or Has a Question) still take precedence and are automatically resolved when a case is addressed.

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Last Activity Badge

Easily identify the direction of the last message with sent or received arrows, giving you a quick understanding of the conversation flow.

 

Message Preview

View a message preview and the time that it was sent directly on the chat card, providing you with immediate context without the need to open each conversation.

Case Status

The duration a case has been open is now displayed prominently, enabling you to prioritize follow-up actions based on how long a customer has been waiting.

Inbox Tags

Important Chat Events

Enhanced tags are now persistent, staying visible to keep you informed, and come with recommended actions to guide you on the next steps when an important event occurs in a case.

Important Chat Event Tags:

1. Locked Out (learn more)
2. Needs Attention (learn more)
3. Temporary "Release Issue" Flag
4. Permanent "Total Loss" Tag (Dynamic based on data from Copart)
5. Need Action "Has a Question" (learn more)
6. New @ Mention or Reply (learn more)
7. Opted Out (learn more)
8. Not Opted In (learn more)
9. Failed to Send

 

Case Role

Case Role Tags make it easy to see who you’re messaging—Insured, Claimant, Injured Worker, Agent, or Other—without opening the conversation.

The selected role appears as:

• A badge on the contact’s avatar

• A tag in the conversation header and preview

• A field in the details panel

This feature is available to all Hi Marley customers. It is disabled by default—contact your Customer Success Manager to enable.

Line of Business Recognition

A persistent tag clearly indicates the line of business for each case, allowing for quick recognition and sorting. Examples include, Auto, Property, Workers Comp, General Liability, Crop

 

Needs Attention

Cases that require attention are now easier to identify with a recommended action tag, helping you to focus on the most pressing tasks first. A Needs Attention tag will be applied to any case Hi Marley's Message Intelligence identifies as containing a threat of litigation, negative sentiment, or a persistent delay in the claims life cycle

Needs Action

Needs Action tags indicate to a insurance professional that the case has asked a question that has not been answered for 30 or more minutes.

Failed to Send

Hi Marley will prominently highlight messages that have experienced delivery failures, enabling adjusters to easily identify these issues. This feature allows adjusters to promptly retry sending the messages or conduct a more in-depth investigation to determine the root cause of the failure. By clearly marking these problematic messages, Hi Marley helps ensure that communication is maintained effectively and that no important messages are overlooked or lost due to delivery errors.

Additional Actions

Discover additional chat functionalities with the new ellipsis icon, which reveals extra actions such as pinning chats, making chat management more intuitive.

 

Pinning

Pinning is an additional action available in the Inbox. This feature allows users to 'pin' important chats to the top of their inbox, ensuring that critical conversations are readily accessible and remain a priority throughout the workday.

Pinning

Pinning is an additional action available in the Inbox. This feature allows users to 'pin' important chats to the top of their inbox, ensuring that critical conversations are readily accessible and remain a priority throughout the workday.

 

Inbox Header

Filtering

Quick Filters

Quick Filters make it easy to focus on the cases that need your attention most. When you don’t have a case selected, the right-hand panel displays buttons you can use to instantly filter your inbox list.

• Needs First Touch – Shows cases that haven’t yet received a first outbound message
• Needs Attention – Displays conversations that have been flagged for review or follow-up - Enhanced Collaboration Carriers only
• Has a Question – Highlights cases where the policyholder has asked a question that still needs a reply - Enhanced Collaboration Carriers only

Click any filter to apply it to your inbox view. You can switch between filters or clear them at any time.

 

Assignee Filter

The Assignee Filter is a key feature that allows users to segment their view based on chat assignments. Users can filter for "All my Cases," chats where they are a secondary operator, unassigned cases, as well as by groups or specific users. This aids in managing individual and team workloads effectively.

 

Filter Tray

The Filter Tray offers an array of options, with seven or more filter choices, providing an enhanced experience. This allows for a high level of customization and helps in quickly narrowing down the chat list to meet specific requirements or statuses.

Filter Title	Description
Case Status	Enables users to filter chats by their current status, such as 'Open Cases' or 'Active Cases,' to focus on specific customer engagement stages.
Message Type	Provides options to filter chats based on message criteria, including 'All Messages,' 'Only Unread Messages,' and 'Only Unanswered Opt-Ins,' facilitating targeted attention to messages based on their interaction status.
Assignees	Offers the ability to filter chats based on who they are assigned to, with options such as viewing 'All My Cases,' thereby streamlining case management according to user roles and responsibilities.
Tags (Multi-select)	Allows for granular filtering with multiple tag selections, such as 'Needs Attention,' or 'Has a Question,' among others. This feature aids in organizing and prioritizing chats that require different actions or follow-ups.

 

Sorting

Sort Title	Description
Smart Sort	Automatically moves cases to the top of the Inbox that are the highest priority. This dynamic sort order is intended to help you prioritize which cases to respond to as your next best action. Smart Sort Priority: 1. Needs Attention (learn more) 2. Need Action "Has a Question" (learn more) 3. Unread Message 4. New @ Mention or Reply (learn more) 5. Temporary "Release Issue" Flag 6. Permanent "Copart" Tag 7. Opted Out (learn more) 8. Not Opted In (learn more) 9. Read Message 10. Locked Out (learn more)
Most Recent Message	Newest: Sent and Received and Oldest: Sent and Received will sort chats by the time of the most recent message that was sent (whether sent or received).
Case Creation Date	Newest: Case Created and Oldest: Case Created will sort chats by case creation date.

 

Searching

The improved search functionality within the Inbox ensures insurance professionals can quickly locate conversations by searching any of the following:

1. Reference ID
   1. Example: Reference ID BWE0247232
   2. Valid Searches: BWE0, 0247, 232, etc
2. Customer Name
   1. Example: Michael Brown
   2. Valid Searches: Mich, Brow,
   3. Invalid Searches: ichael, rown
3. Phone Number
   1. Example: [phone]
   2. Valid Searches: +15, 155, 555, 219, 23
4. Assignee Name(s)
   1. Example: Primary Operator - John Smith, Secondary Operator - Jane Doe
   2. Valid Searches: Joh, Smit, Doe, Ja
   3. Invalid Searches: ohn, mith, ane, oe
5. Case Days Open
   1. Example: 1 Day
   2. Valid Search: 1

Number of Chats Loaded

The Inbox now includes a chat counter, which displays the number of chats currently loaded. This feature assists users in keeping track of their chat inventory and managing their workflow.