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2.68 Release Notes

Tres Moore
  • Updated

Released to UAT: October 15th, 2024

Expected release to Production: October 22nd, 2024, after business hours

 

Check out our 2.68 release blog with embedded video to learn more about the features within this release!

 

Release contents

Feature Enhancements

Visual Voicemail

Visual Voicemail functionality is now available for all customers!

Hi Marley now offers inbound voice capabilities to enhance your communication with policyholders. Claims adjusters can receive voicemails directly through the Hi Marley platform, making it easier than ever to manage claim-related communications.

  • How It Works:
    • When a policyholder calls the Hi Marley texting number, they have the option to leave a voicemail.
    • The adjuster is notified of the voicemail and can access the audio and transcription
      within Hi Marley.
    • The adjuster can easily respond by text to quickly address the policyholder’s needs.
  • Benefits:
    • Faster communication: Respond quickly to policyholder questions with
      transcription-based text responses.
    • Unified platform: All claim-related communications, including voicemails, are
      centrally managed, reducing the need to switch between different tools.
    • Improved customer experience: By providing a single point of contact and faster
      responses, policyholders experience less frustration and faster resolutions.
  • Additional improvements
    • Updated Voicemail UI to see the Transcription in line​
    • Native Language Transcription + translation​ for 57 languages
    • Voicemail Message Email includes Transcription
    • Message Webhook field "channel" to differentiate voice messages from text messages
    • Voicemail Section in My Org Insights

image - 2024-10-11T145507.304.png

 

Chat box upgrades in the new Inbox

Schedule message improvements

Now you can schedule any type of message, whether it be a template, media file, or regular text!

  • Benefits: Adjusters can now proactively plan and manage communications more easily.

Oct-04-2024 15-55-26.gif

 

Auto save drafts

Now messages you have begun to write will be automatically saved if you were to navigate to another tab or case. Ensuring that none of the information is lost in the process and a seamless messaging approach.

  • Benefits: Never lose progress on a message because you jumped to another tab again!

draft saved gif.gif

 

Language Dropdown

The language selection dropdown is now sorted by most used, ensuring faster and more efficient multilingual interactions.

Screenshot 2024-10-04 at 4.19.12 PM.png

 

 

Escalating unread messages

Updated Inbox sort

Hi Marley's 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. Learn more about  Smart Sort in this article.

Unread messages have been added to the smart sort above other messages in the inbox, allowing you to quickly identify and respond to high-priority messages.

  • Benefits: This enhancement is part of our ongoing commitment to making the inbox experience more intuitive and helping users take swift action.

Here is the updated Smart Sort prioritization order:

Browser tab unread notification

If you're viewing your the Inbox page, you will now see the number of unread notifications on your browser tab at the top of your screen. 

For more information about the Hi Marley Inbox, you can reference this  Help Center article.

 

Outbound Media template copy update

We’ve refined the copy in our outbound media template to reduce confusion around the expiration of media links, ensuring clarity and better customer communication.

  • Benefits: Policyholders will no longer be confused by the "This will expire in 7 days" text that was sent with outbound media messages.

outbound media updated copy.jpg

outbound media after 7 days.jpeg

 

Message prefix mirror

The Hi Marley web app will now reflect the same message prefixes that your end users receive. These prefixes are set at an organization level and can be updated by users with the System Admin role.

  • Benefits: you can now see exactly what your policyholders are seeing within Hi Marley.

message prefix mirroring.png

 

New languages added to Marley Translate

We’ve added 5 more languages that we support in Translation, ensuring seamless communication with all policyholders.

      1. Albanian

      2. Croatian

      3. Italian

      4. Turkish

      5. Ukrainian

Coaching Model Improvements

Standard data reporting: empowering holistic employee and customer engagement insights

  • What is it? Hi Marley’s Standard Data Reporting feature enables carriers to seamlessly transfer their messaging data into their own systems. This process helps to create a comprehensive view of both employee performance and customer interactions. Learn more here.

  • What’s the benefit? By integrating messaging data into your own database, you can generate deeper insights into employee engagement and customer experience. This holistic view allows for better decision-making, performance analysis, and improved customer service outcomes.

  • Who is entitled to this? This feature is available to Hi Marley customers. Reach out to your CSM to learn more

API Feature Additions

Contact API

The new Contact API allows carrier customers to sync contacts from their claims or policy systems directly into Hi Marley. It enables seamless search and case creation for contacts, improving operational efficiency and customer interactions.

 

This API is available to all customers - if you are interested in learning more about integration options, reach out to your CSM or Integration Partner.

 

Multi-Party Texting API

For organizations leveraging our Multi-Party Texting (MPT) feature, we've introduced new enhancements to streamline the participant management process.

Overview:
The MPT feature empowers operators to add additional participants, such as family members, friends, or service providers, into a single texting conversation. This addition allows you to add, remove, or view participants tied to a case. This makes it easier to manage multi-party conversations through integration with your claims system.

  • Benefits: Operators can now easily add, remove, or view participants tied to a case directly through the API. The improved management of participants simplifies the process of inviting stakeholders into a conversation.

The updated API includes the following functions:

  • GET - Retrieve the list of participants in the conversation (getParticipants).
  • PUT - Invite a new participant to the conversation (Invite Participant).
  • DEL - Remove a participant from the conversation (Remove Participant).
  • POST - Forward inbound media messages to participants (Forward Inbound Media).

If you're interested in learning how MPT can enhance your business processes, please contact your CSM or Account Manager for additional details.

Outbound Media API

With the Outbound Media API, operators can send media files (e.g., "What to Expect" guides or forms for policyholders to fill out) directly through the API. This feature simplifies the process of sharing important documents with customers.

Here is more information on our existing Outbound Media overview.

Scope:

  1. Update to API endpoint: POST /api/cases/:caseId/messages
  2. Supported Media Types:
    • Image formats: PNG, JPEG, GIF
    • Video format: MP4
    • Audio format: MP4
    • Text format: vCard
    • Application formats: PDF, Microsoft Word (DOCX), Microsoft Excel (XLSX)

       3. File Size Limits:

    • Media file size limit for hosted media: 5MB
    • Files exceeding the 5MB limit will fallback to sending as a hosted media link.

Image Redaction API

We are excited to announce the release of the new Image Redaction Webhook Update feature, which provides real-time updates when images are redacted in a conversation. This enhancement allows carriers and other users to automatically update their systems, ensuring that sensitive images are hidden from conversations without any manual intervention.

Redaction Webhook Trigger: A message classification was added to the Message Update Webhook (Event 22) that fires whenever an image is manually redacted in a conversation. This webhook will return a messageClassifications object with a new boolean attribute, isRedacted: TRUE, indicating that an image has been redacted.

Additionally, if redaction is turned on for you Organization, the messageClassifications object with isRedacted: will always appear in the Message Webhook (Event 14), and apply the boolean value to both text and images.

Example webhook response:

"messageClassifications": {
"needsAttention": false,
 "needsAction": false,
 "isRedacted": true
}

Benefits:

  • Enhanced Privacy: This feature improves privacy for both users and customers by ensuring that sensitive images can be hidden or redacted and reflected across integrated systems.
  • Operational Efficiency: By automating the redaction update process, we reduce the time spent on manual adjustments, keeping records up to date and in sync with minimal effort.

Additional Details:

  • Configuration: This webhook is automatically triggered when an image is redacted. Systems integrated with Hi Marley will need to ensure they are subscribing to the messageUpdateWebhook to utilize this feature.

For more details on how to configure your system to handle redacted images, please refer to the technical documentation or contact your Customer Success Manager.

 

Hi Marley Case Data Payload Additions

The Hi Marley Case Data Payload will now include a 'participants' array included on all Case Objects in the API responses and Webhook payloads; more specifically Download Transcript in JSON API and  Webhook Events: Post Transcript on Case Closure [11], Message [14], Message Updated [22], Participants Updated [31].  The addition will support new features like Hi Marleys Multi Party Texting.

Details on how to utilize these new fields can be found in our Integration Section of Zendesk as well as our Public Postman Collection.

{
    "caseData": {
        "id": "20876ec9-6955-4ba0-9c2c-e2579ba72867",
        "reference": "9ffa28c8-808c-404c-9d18-06a10e2e2863",
        "brand": "Lovable Insurance"
    },
    "state": "open",
    "caseType": "case",
    "customer": {
        "id": "392f64ee-6d9d-42c6-85eb-4ee4262c27e0",
        "first": "Jane",
        "last": "Doe",
        "email": "himarleytest@gmail.com",
        "mobile": "+15555555555",
        "role": "enduser",
        "optStatus": true,
        "optStatusDetail": "OPTED_IN"
    },
    "primaryContact": {
        "id": "643bb2f8-f82d-4e71-94f0-fad78172024a",
        "first": "Adjuster",
        "last": "Operator",
        "email": "test.example@himarley.com",
        "mobile": "+14444444444",
        "role": "operator"
    },
    "createdBy": {
        "id": "643bb2f8-f82d-4e71-94f0-fad78172024a",
        "first": "Adjuster",
        "last": "Operator",
        "email": "test.example@himarley.com",
        "mobile": "+14444444444",
        "role": "operator"
    },
    "createTime": "2023-04-19T18:58:23.022Z",
    "creationSource": "WebApp",
    "referenceId": "9ffa28c8-808c-404c-9d18-06a10e2e2863",
    "privacy": "public",
    "marleyNumber": "+17252279925",
    "languagePreference": "en",
    "secondaryOperators": [],
    "participants": [
        {
            "participant": {
                "id": "89697dbc-1165-4fc2-b28c-db6917c1dd58",
                "first": "Adjuster",
                "last": "Operator",
                "languagePreference": "en",
                "updatedAt": "2024-09-06T13:42:25.783Z",
                "createdAt": "2024-09-06T13:42:25.783Z",
                "email": "test.example@himarley.com"
            },
            "relationship": "",
            "role": "operator",
            "status": "ACTIVE"
        },
        {
            "participant": {
                "id": "7b14d6e5-bed2-4070-a26f-42542ac35c4e",
                "first": "Jane",
                "last": "Doe",
                "languagePreference": "en",
                "updatedAt": "2024-09-26T19:17:38.562Z",
                "createdAt": "2024-09-26T19:17:38.562Z",
                "mobile": "+15555555555",
                "optStatus": "PENDING_OPT_IN"
            },
            "relationship": "",
            "role": "enduser",
            "status": "ACTIVE"
        }
    ],
    "messages": [
        {
            "id": "a102a4bb-c4c3-43f2-ad88-099e7d121e1f",
            "type": "text",
            "formatting": "standard",
            "data": "Thank you for your help during this time!! I really appreciate it",
            "channelSource": "mobile",
            "author": {
                "_id": "392f64ee-6d9d-42c6-85eb-4ee4262c27e0",
                "role": "enduser",
                "profile": {
                    "firstName": "Jane",
                    "lastName": "Doe"
                }
            },
            "createdAt": "2023-04-21T18:12:00.164Z",
            "dateFormatted": "04-21-2023",
            "timeFormatted": "2:12:00 PM EDT",
            "translations": []
        }
    ]
}

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