Table of Contents
Overview
What is Workflow Assist?
Need Help Getting Started?
Case Matching: How We Link Claims
Automated Messages Based on XactAnalysis Events
Multi-Party Texting
Handling Duplicate Events
Desk Adjuster as Primary Operator
Logging Texts in XactAnalysis
Media Syncing from Hi Marley to XactAnalysis
Overview
Workflow Assist™ with XactAnalysis® helps adjusters keep policyholders informed by sending automated updates based on activity in XactAnalysis. These texts are sent through Hi Marley and reduce the need for follow-up calls or manual outreach.
What is Workflow Assist?
Workflow Assist is a Hi Marley solution that integrates with XactAnalysis to automatically message policyholders when key claim milestones occur. It simplifies communication, boosts transparency, and helps manage expectations—without extra work for your team.
Need Help Getting Started?
If you're ready to enable Workflow Assist or want to review your current setup:
Reach out to your Account Manager (AM) or Customer Success Manager (CSM). They’ll walk you through the process, help you configure your automated messages, and make sure your Data Sets are connected correctly.
Have questions about case matching, media syncing, or message customizations? Your Hi Marley team is here to help.
Case Matching: How We Link Claims
Hi Marley matches cases from XactAnalysis using key claim details. A strong match rate ensures the automation works as expected.
We match on:
- Claim number
- Insured’s first and last name
- Insured’s phone number
Property Claim Data Tray
When a match is made, you'll see a new Data Tray on the right side of the Hi Marley case view. This is where real time data from XactAnalysis to show within Hi Marley so adjuster can be informed and have an easy link back to that Assignment
This includes:
- A clickable link to the XactAnalysis assignment
- Loss location
- Type of loss
- Assigned parties
Automated Messages Based on XactAnalysis Events
When certain events happen in XactAnalysis, Hi Marley can automatically send SMS updates to the insured. These messages are mapped to specific Data Sets and can be turned off or customized.
| XactAnalysis Event | Staff DataSet | Independent DataSet |
| Desk Adjuster Assignment | X | X |
| Staff/Field Adjuster Assignment | X | |
| Independent Adjuster Assignment | X | |
| Appointment Scheduled | X | X |
| Site Inspection Completed | X | X |
| QA Approved | X | X |
| Job Started | X | |
| Job Completed | X |
Time Zone Support
Messages are adjusted to reflect the policyholder’s local time zone—not Mountain Time, which XactAnalysis defaults to.
Make sure each adjuster’s time zone in XactAnalysis is correctly set. By default, it uses Mountain Time.
Reminders
If an appointment is scheduled, the insured receives a reminder 24 hours in advance.
Multi-Party Texting (MPT)
Multi-Party Texting (MPT) allows adjusters to bring additional participants—like spouses, property managers, or trusted contractors—into a single text thread with the policyholder.
🔍 Note: MPT is not included in the Essentials package. If you're interested in enabling this feature, you can learn more about Multi-Party Texting here or reach out to your Account Manager to explore next steps.
This feature is enabled at the organizational level.
Handling Duplicate Events
Sometimes, a Verisk™ event is triggered more than once (like a rescheduled appointment). You can customize or disable messages for these repeat events.
Example: A second appointment message can say “Just a heads-up—your appointment was rescheduled.”
| XactAnalysis Event | Staff DataSet | IA DataSet |
| New Appointment Scheduled | X | X |
| Additional QA Approved | X | X |
| Site Inspected Again | X | X |
| Desk Adjuster Reassigned | X | X |
| Staff/Field Adjuster Reassigned | X | |
| IA Reassigned | X |
Desk Adjuster as Primary Operator
Hi Marley can automatically assign the Desk Adjuster listed in XactAnalysis as the Primary Operator in Hi Marley, keeping communication streamlined.
Logging Texts in XactAnalysis
Each automated message sent from Hi Marley is also logged as a note in the corresponding XactAnalysis case. This is especially helpful for IA teams who may not have direct Hi Marley access.
Each note is clearly labeled:
“Text Message Sent from Hi Marley”
Media Syncing from Hi Marley to XactAnalysis
Adjusters can easily upload photos shared by the insured into XactAnalysis—directly from Hi Marley. This makes it faster for all parties to access key visuals, especially in IA workflows.
Questions?
Reach out to your CSM or AM if you’d like help configuring automated messages or enabling Workflow Assist.