Table of Contents
Key Data Fields for Message Data
Overview
Hi Marley offers standard data extracts for customers to help manage case, user, and message data.
The three types of data extracts are:
- Case Data: Provides a report of all cases with updates to relevant fields within the last 12 hours.
- User Data: Contains information on all Hi Marley users (both active and archived) within your organization.
- Message Data: Contains a complete record of every message sent or received in the last 12 hours.
Data Delivery Schedule
- Frequency: Data is extracted every 12 hours, at 12 AM and 12 PM.
- Delivery Method: The extracts are uploaded to a Hi Marley-hosted SFTP location
Case Data
The Case Data extract provides updated information on all cases where there have been changes within the last 12 hours. This includes case creation, updates, closures, and opt-in/out events.
Key Data Fields for Case Data
- case_created_at: The timestamp when the case was created.
- case_updated_at: The timestamp of the most recent case update.
- case_closed_at: The timestamp when the case was closed (or null if not closed).
- opt_in_at: The timestamp of the user’s opt-in.
- case_reopened_at: The timestamp when the case was reopened.
- survey_sent_at: The timestamp when the policyholder pulse survey was sent.
- case_status: The status of the case (Opened, Closed).
- opt_in_status: The customer’s opt-in status, such as “Opted In,” “Opted Out,” or “No Response.”
- customer_phone_number: The phone number of the policyholder associated with the case.
For a complete list of case data fields, please refer to the full list of data fields here.
User Data
The User Data extract includes detailed information about all Hi Marley users in your organization, whether they are active or archived. This report helps track user activity and manage operator profiles.
Key Data Fields for User Data
- user_name: The name of the user.
- user_email: The email address of the user.
- user_created_at: The timestamp when the user was added to Hi Marley.
- last_login_time: The most recent time the user logged into the Hi Marley web app.
- user_active_status: The status of the user in the Hi Marley system (Active or Archived).
- group_name: The group(s) the user is assigned to.
For a complete list of user data fields, please refer to the full list of data fields here.
Message Data
The Message Data extract includes all messages sent or received within the last 12 hours. This data provides insight into communication history, including operator messages, AI-generated messages, and customer responses.
Key Data Fields for Message Data
- message_created_at: The timestamp when the message was sent or received.
- message_sender_name: The name of the person sending the message (operator, customer, or Hi Marley for AI messages).
- message_type: Indicates whether the message was sent by a human or AI.
- message_body: The content of the message (PII redacted, if applicable).
- was_scheduled: Indicates if the message was scheduled in advance.
For a complete list of message data fields, please refer to the full list of data fields here.
Full List of Data Fields
Table 1: Case Data
This report provides data relevant to a case where there has been an update to any represented
fields within the 12 hours prior to export.
| Column Name | Data Type | Description |
|---|---|---|
| case_created_at | TIMESTAMP | The case creation timestamp |
| case_updated_at | TIMESTAMP | The timestamp of the most recent update |
| case_closed_at | TIMESTAMP | The timestamp when the case was closed (null if not closed) |
| first_operator_message_at | TIMESTAMP | The timestamp of the first operator message |
| last_message_sent_at | TIMESTAMP | The timestamp of the last message sent or received |
| opt_in_at | TIMESTAMP | The timestamp of the user opt-in message "YES" |
| opt_out_at | TIMESTAMP | The timestamp of the user opt-out message "STOP" |
| case_reopened_at | TIMESTAMP | The timestamp when the case was reopened |
| survey_sent_at | TIMESTAMP | The timestamp when the most recent policyholder pulse survey was sent |
| case_id | UUID | Hi Marley unique identifier for the Case |
| reference_id | VARCHAR | Claim number input by the adjuster |
| branding | VARCHAR | Carrier brand name associated with the case |
| case_type | VARCHAR | Specifies if the case is a CASE, CLAIM, or POLICY |
Table 2: User Data
This report provides information relevant to ALL Hi Marley users in your organization (active or
archived).
| Column Name | Data Type | Description |
|---|---|---|
| user_name | VARCHAR | The name of the user |
| user_email | VARCHAR | The email address of the user |
| user_phone_number | VARCHAR | The phone number of the user |
| user_id | UUID | Hi Marley unique identifier for the user |
| user_login_id | VARCHAR | The string representing the user's username |
Table 3: Message Data
This report includes all messages sent (outbound) or received (inbound) by the Hi Marley system
in the 12 hours prior to export.
Note: There are scenarios where a message Type is “Outbound | AI | Text” and there is an
associated message sender name and id. This is indicative of scheduled or out-of-the-office
messages that an operator manually sets up but is automatically triggered by Hi Marley.
| Column Name | Data Type | Description |
|---|---|---|
| message_created_at | TIMESTAMP | Timestamp of the message being sent or received |
| message_sender_id | UUID | Hi Marley unique identifier for the sender |
| message_sender_name | VARCHAR | Name of the person sending the message |
| message_sender_email | VARCHAR | Email address of the sender |
| message_type | VARCHAR | Type of the message (e.g., AI or human) |