Released to UAT: July 16th, 2024
Released to Production: July 23rd, 2024
Release contents
- New My Inbox
- Visual Voicemail
- Inbound call forwarding
- New Language Supported - French Canadian
- "Help" Keyword Support
- Existing Case Notification
- Hi Marley's Total Loss Assist - Copart Seller Portal Integration
Feature Improvements
New Inbox
My Inbox has been updated! This new version has a user interface with more configurability, easier filtering, and smoother search. In addition, performance has also been improved to accommodate more cases, faster loading times, and updated red dot behavior. This contributes to a faster and more focused experience than before. For more details on this New Inbox, you can check out this Help Center article.
New Inbox - Configurable Card Density
Users can now select from three different options for viewing Chat Cards in their inbox. The options span from expanded (the largest cards with the most text) to compact view (the smallest cards with the least text).
New Inbox - Chats Tab Verbiage Changes
The tab for the updated New Inbox page in Hi Marley will now be labeled "Inbox" instead of "Chats" as it was previously. We've also updated the label for the number of Cases selected to say "Cases" instead of "Chats".
Visual Voicemail
ℹ️ This feature is available upon request, please reach out to your Customer Success Manager if you're interested in learning more!
Your customers can now call the Marley Number associated with their case to leave a voicemail. You can also opt to have this voicemail automatically transcribed.
This is the automated message that will be played:
"You've reached our voicemail service. Please leave a message after the tone and your representative will respond as soon as possible."
Inbound Call Forwarding
ℹ️ If you'd like to be an early adopter, please reach out to your Customer Success Manager for more details.
Inbound Call Forwarding will allow your customers to call the Marley Number associated with their case and that call will then be forwarded to the Phone Number listed in the assigned Operator's profile. As an optional feature this call can also be recorded.
This is the automated message will play at the beginning of the call:
"We are connecting you to the representative. This call may be recorded by our service provider on our behalf for product improvement purposes."
New Language Supported - French Canadian
Hi Marley's added a 20th language to our Translation feature - French Canadian.
"Help" Keyword Support
The "help" keyword and automated response will now show in the Inbox and also in the transcripts. Those will also match what sends to the insured's phone.
Existing Case Notification
We've added a new notification that will appear in the Case Creation Form to show users if the insured they are texting has existing cases, claims, or policies within Hi Marley.
If a user attempts to create a case with a duplicate case, claim, or policy number, then they'll be asked to confirm if they'd like to continue with creating a duplicate case.
Hi Marley’s Total Loss Assist - Copart Seller Portal Integration
ℹ️ Please reach out to your Customer Success Manager for more details.
Copart Integration: Template Enhancements
The user interface for Total Loss templates has been updated.
Copart Integration: Updated Release Issue Email Formatting
The email notification that gets created when a release issue has been created has been updated to indicate which release issue specifically is in question.