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2.71 Release Notes

Tres Moore
  • Updated

Released to UAT: January 28th, 2025

Released to Production: February 4th, 2025, after business hours

 

Release contents

New Features:

Introducing Conversational FNOL: streamlining first notice of loss

Hi Marley is excited to introduce Conversational FNOL, a powerful solution designed to simplify the First Notice of Loss process while delivering an exceptional policyholder experience. Leveraging AI automation and seamless call-to-text transfer, this innovative workflow redefines how FNOL data is captured and processed.

Why Conversational FNOL?

  • Seamless Call-to-text transfer: Start the FNOL process with a phone call, then transition effortlessly to a conversational text-based workflow.
  • AI-Powered data capture: Transform unstructured customer stories and media into structured, actionable claim data.
  • Efficient triage: Collect photos, analyze details, and reduce the need for repetitive follow-ups.
  • Unified experience: Create one continuous conversation for policyholders, adjusters, and supporting teams, reducing friction every step of the way.
  • Delighted customers: Enable free-flowing communication on a channel that feels natural and stress-free to policyholders.

How it works

  1. Call initiation: Policyholders begin with a phone call to report their loss.
  2. Tell your story: Policyholders describe what happened in their own words, sharing their story naturally and without rigid question-and-answer structures.
  3. Call-to-text transfer: With their consent, the conversation transitions to text messaging, offering flexibility and convenience.
  4. Photo collection: Policyholders upload photos of the damage early in the process, enabling faster and more efficient claim handling.
  5. Dynamic workflow: AI extracts relevant FNOL data, populates information needed to create the claim in your claim system, and reduces the number of follow-up questions required.

See it in action

Want to learn more? Visit our FNOL page to explore how Conversational FNOL works, or reach out to your Customer Success Manager to request a demo or discuss piloting this solution.

Discover how Conversational FNOL can help your team save time, enhance accuracy, and deliver a better claims experience.

 

Feature Enhancements:

Direct access to your Inbox

Available to: Included for all Hi Marley users

What's New?
We’ve removed the My Insights landing page, and users now log in directly to their inbox. We made this change based on user feedback and research on usage metrics. The metrics in the My Insights dashboard are also now very easily retrievable in the Inbox, as shown in the image below:

updatedImage.png

Benefits

  • Saves Time: Skip extra steps and dive straight into the messages that matter most.
  • Enhances Productivity: Smart sort and filters ensure you can focus on high-priority conversations.
  • Simplifies Navigation: A seamless experience that reduces friction and keeps you focused on your work.

How It Works

  • Log in to Hi Marley, and you’ll land directly in the Inbox.

  • Use enhanced features like smart sort, filters, and search to prioritize and manage your conversations effortlessly.
    This update is automatically enabled for all users—no setup required!

     

Improved template handling for missing tokens

Available to: All Hi Marley customers

What’s New?

  • Guided messaging for missing tokens: If a template variable (e.g., @contactPhoneNumber) is not populated, the Send button is disabled, and a helpful message appears below the message pane. This message identifies the missing information and provides guidance to complete the template.

 

missing token screenshot.jpeg

Benefits:

  • Helps create clear, complete messages: Ensures all required information is included before sending and minimizes the risk of incomplete or confusing messages.
  • Supports user success: Provides clear feedback to help users easily identify and resolve missing information.
  • Enhances communication quality: Ensures professional, polished messages reach policyholders every time.

How It Works:

  1. Insert a template: Add your pre-defined template to the message pane.
  2. Complete the message: If any variables are unpopulated, a friendly prompt will appear beneath the pane, highlighting what needs attention.
  3. Update missing details: Edit the necessary variables in the template or input them manually.
  4. Send your message: Once all variables are completed, the Send button will activate, allowing you to send a polished message with confidence.

Improved survey visibility for adjusters

Available to: Included for all customers using Marley Survey

What's New?
Adjusters will now see a gray notification message when an end user is engaged in a Marley Survey workflow. This enhancement improves visibility and reduces friction during surveys, providing a better overall experience for adjusters and policyholders.

survey workflow screenshot.png

Benefits:

  • Reduces confusion: Adjusters will know exactly when a survey is active, avoiding unnecessary follow-ups or interruptions.
  • Improves communication: Enhances clarity for both adjusters and end users during the survey workflow.
  • Smoother experience: Prevents delays caused by miscommunication, ensuring adjusters stay informed.

How It Works
When a survey workflow begins, ends, or is exited, adjusters will see a system message (gray text) in the conversation, as shown below:

  • Survey Workflow Initiated
  • Survey Workflow Completed
  • Survey Workflow Exited

This ensures adjusters are always aware of the survey status without any manual tracking. To learn more, click here!

For integrated customers this experience is available via webhooks. All three survey events are included in our Case Event Webhook, and here is an example payload: 

"event": {
       "type": "survey.initiated",
       "body": "Survey Workflow Initiated",
       "eventTime": "2024-06-05T14:46:38Z"
   }

You can learn more about it here: Webhook Event ID 23: Case Event. 

 

Automatic translation for policyholder survey responses

Available to: Included for all customers using Marley Survey

What's New?
Survey responses from policyholders are now automatically translated into the language of the associated case, making it easier for users to read and understand feedback. The original response is still available for reference, ensuring no context is lost.

translated survey screenshot.png

 

Benefits:

  • Improves usability: Users can quickly understand policyholder feedback without needing to manually translate responses.
  • Enhances productivity: Saves time by removing the need for external tools or resources for translation.
  • Boosts accuracy: Translations are aligned with the case language, improving clarity and reducing miscommunication.

How It Works

  • When a policyholder submits a survey response in a language different from the case language, the system automatically translates the response.
  • Both the translated response and the original message are displayed side by side in the feedback view, as shown in the example below:

Translated Response: It was great, thanks for the help
Original Message: Bilo je super, hvala na pomoći

This ensures feedback is accessible and actionable for all users.

 

Improved message scheduling experience

Available to: All Hi Marley customers

What's New?
We’ve streamlined the process for scheduling messages! You no longer need to click the clock icon after writing a message. The Schedule Message option is now conveniently located next to the Send button, making scheduling a message for the future easier and more intuitive.

scheduled message screenshot.jpeg

 

What’s Changed?

  • Previous behavior: Users had to write a message first, then click the clock icon to open the scheduler.
  • New behavior: The scheduling option is now accessible via a dropdown next to the Send button:
    • Send Now: Sends the message immediately.
    • Schedule Message: Allows you to pick a date and time to send the message.

Benefits

  • Simplified workflow: Reduces steps needed to schedule messages.
  • Improved visibility: The scheduling option is now clearer and easier to locate.
  • Enhanced user experience: Aligns with best practices, reducing confusion and saving time.
  •  

Template sorting now alphabetized for improved usability

Available to: All Hi Marley customers

What's New?
Finding templates just got easier! Templates are now automatically sorted in alphabetical order to ensure quick access and improved organization.

Benefits:

  • Efficiency: This enhancement streamlines template management, helping adjusters and teams work more efficiently.

  • Organization: Easier template navigation should help keep your team's workflow organized.

     

Webhook Filters

Available to?

All Hi Marley customers who subscribe to Hi Marley Webhook Events

What's New?

The ability for carriers to apply filter logic to their webhook subscriptions, enabling more targeted delivery of webhook events.

Why?

To help reduce unnecessary webhook traffic and streamline system performance by only receiving relevant events.

 

Applicable Webhook Events:

10, 11, 14, 18, 20, 22, 23, 24, 25, 26, 27, 28, 31, 21

Available Filters:

  • Case Brand: Filter by the specific brand associated with the case.
  • Case Line of Business: Filter by the line of business (e.g., auto, home, etc.).
  • Case State: Filter by the case’s current state (e.g., open, closed).
  • Case Type: Filter by the type of case (e.g., General, Policy, Claim).
  • Case Creation Source: Filter by where the case originated (e.g., web, Mobile, API ).

More info on Applying Filters to your Webhook Subscriptions here.

 

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