Released to UAT: November 26th, 2024
Released to Production: December 3rd, 2024, after business hours
Release contents
- Image redaction updates
- Needs Action
- Manually lock out a policyholder
- Bulk user upload now includes groups
- Redesigned create case form
- Automated partner integration messages no longer treated as unread messages
New Features
Image redaction updates
Manual image redaction
Hi Marley now allows users to manually redact sensitive images within a case. Once an image is redacted, it is removed from both the chat thread and the transcript. To prevent accidental redactions, users are prompted with a confirmation before completing the action. The system also logs the redaction, including who performed it and when, ensuring accountability and transparency.
For customers leveraging API integrations, the new Event 22 Webhook notifies your claims system whenever an image is manually redacted in Hi Marley. This seamless integration ensures your records stay synchronized.
Who has access: Upon release, all users will access to Manual Image Redaction. Unless it was previously turned on for a specific role in your organization.
Benefits:
- Enhances customer privacy by ensuring sensitive images can be securely redacted.
- Improves operational efficiency by automating the synchronization of redaction details between Hi Marley and your claims system.
- Provides accountability and transparency with detailed logging of redaction actions.
Here is what the request body will look like:
For more on the redaction feature and how it works, check out this Help Center article.
Needs Action
ℹ️ This feature is only available for customers using the Coaching bundle. If you're interesting in learning more about Coaching and the features associated with it, please reach out to your Customer Success Manager.
The Needs Action feature, powered by Hi Marley’s Message Intelligence, delivers real-time, AI-enabled notifications to ensure critical conversations receive timely attention. This feature flags inbound messages that have been unanswered for over 30 minutes, helping teams stay proactive in addressing customer needs.
Message Intelligence is designed to amplify the voice of the customer and provides several key capabilities:
- Amplifies the voice of the customer: Highlights messages that require immediate attention to keep conversations flowing smoothly.
- In-app message notifications and tags: Automatically tags and notifies team members about messages needing a response.
- Proactive support for operators, supervisors, and admins: Enables teams to take action promptly, improving the overall customer experience.
- Mitigates communication breakdowns: Reduces the risk of missed messages, ensuring that every customer question is answered.
What's changed?
This feature is now generally available to any organizations with the Coaching bundle, and we've improved the performance of our Message Intelligence model.
Benefits:
- Protects against fraudulent or abusive behavior
- Provides greater control over managing policyholder interactions
Manually lock out a policyholder
What it is:
This new feature allows users to manually lock out a policyholder from sending additional messages in cases of suspected fraud, spam, or abusive behavior.
Who has access:
Available and enabled for all customers.
Benefits:
- Protects against fraudulent or abusive behavior.
- Provides greater control over managing policyholder interactions.
Feature Enhancements
Bulk User Upload includes group management
What it is:
The Bulk User Upload feature now supports adding or updating groups associated with a user via a .CSV file. Making updates to the two group columns, "Group Members" and "Group Leads," will update the groups by creating new groups and adding users to those groups or updating the groups a user is in.
Who has access:
Available to all Admins using the Bulk User Upload feature.
Benefits:
- Simplifies the process of managing groups.
- Reduces the administrative burden for Admins.
Benefits: this update will make it easier to update or maintain your organization's groups, and will make life easier on your Admins.
Redesigned create case form
What it is:
The Create Case Form has been redesigned to streamline case creation and improve the user experience. Key updates include:
- Easier selection of an existing contact, with visibility into other cases for that contact.
- Defaulting to the Claim case type.
- Addition of two new fields: Contact Zipcode and Contact Role (e.g., insured, claimant, witness, spouse).
- Defaulting the case assignee to the creator of the claim.
Who has access:
Available to all customers
Benefits:
- Reduces friction in creating a new case by surfacing relevant information.
- Improves efficiency with defaults for common case details.
- Ensures all necessary contact and case information is captured for seamless conversations.
Bug fixes
Automated partner integration messages no longer treated as unread messages
Automated messages generated by partner integrations will no longer trigger new message notifications or display the red "new message" indicator.
Benefits: This reduces notification clutter for adjusters, allowing them to focus on policyholder questions and concerns.