Table of Contents
How to Assign a Primary Operator
Assigning a Primary Operator During Case Creation
Assigning a Primary Operator After Case Creation (Chats Tab)
Assigning a Primary Operator After Case Creation (Cases Tab)
What is Primary Operator Reassignment?
Primary Operator Reassignment (Chats Tab)
Primary Operator Reassignment (Cases Tab)
Primary Operator Reassignment (Bulk)
Introduction
To ensure an operator has easy access to their client conversations, make sure to assign each case! The most common assignment of a case is the Primary Operator assignment.
What is a Primary Operator?
As the Primary Operator of a case, your profile information will be referenced in all automated messaging and you will receive notifications from Hi Marley about new activity in the conversation.
How to Assign a Primary Operator
Primary Operators can be assigned in a few different ways:
- During Case Creation
- After Case Creation
- Chats Tab
- Cases Tab
Assigning a Primary Operator During Case Creation
During case creation, select an operator to be assigned as the primary operator in the Point of Contact dropdown.
Assigning a Primary Operator After Case Creation (Chats Tab)
If a case was created as unassigned during case creation, an Operator or Admin can assign a Primary operator within the Chats Page in a couple of ways.
Operators or Admins can select the Manage tab on a individual chat and click on the "Select operator to assign" text to search for an operator. The assignment can be made by clicking on the desired Operator's name.
Assigning the operator this way would trigger an automated message to the insured informing about the operator assignment.
Alternatively, if an operator were to send an text message to the customer on an unassigned case, they would be automatically assigned as the Primary Operator on the case. There would be no automated message triggered in this case.
Assigning a Primary Operator After Case Creation (Cases Tab)
When you create a case, you can assign an operator immediately or at a later time by returning to the Cases Tab.
Navigate to the Cases Tab from the left Navigation Panel
Select the Assigned drop down menu
Select or search by Operator name to enable primary operator assignment
*Note: After assignment, customer will receive a text with claim rep information.
How to Reassign a Primary Operator
A case may need to be reassigned to a different Primary Operator at some point during the claim lifecycle. Hi Marley makes this process simple to do!
By default, when a case is reassigned to a new primary operator, an automated message gets sent out to the customer letting them know their claim was reassigned.
Primary Operator Reassignment (Chats Tab)
A case assignment can be updated form the Chats Page from the Manage section of the Chat.
- Navigate to the Chats Page and Select the Case to be reassigned
- Click on the Manage Tab on the right pane
- Click on the small triangle next to the Primary Operator Name
- Search for the Operator to reassign the case
- Select the Operator to reassign the case
Primary Operator Reassignment (Cases Tab)
Any case that is in a open status can be reassigned from the Cases Page
- Navigate to Cases Page using the left Navigation Panel
- Search for the Case to be reassigned using the appropriate Search criteria / Filters
- Click on the Assigned drop-down menu to view the list of operators
- Choose the New Operator to be assigned on the Case
Primary Operator Reassignment (Bulk)
Multiple cases can be reassigned at once using Bulk Actions feature within Hi Marley. Follow this link to know more about this feature.