Released to UAT: September 2nd, 2025

Released to Production: September 9th, 2025, after business hours

Release contents:

Feature Enhancements

Smart Sort Logic Updated

Available to: All carriers
What’s New: Updated Smart Sort logic prioritizes Needs Attention, Has a Question, and Unread Messages at the top of the inbox.
Benefits: Helps adjusters quickly identify the most important next action, improving efficiency when managing high volumes of conversations.
How It Works: Messages are automatically reordered based on this priority:

Needs Attention
Need Action ("Has a Question")
Unread Message
Temporary "Release Issue"
New @Mention or Reply
Permanent "Copart" Tag
Opted Out
Not Opted In
Locked Out
Read Message and others

Update to smart sort.gif — Here is how to switch between Smart Sort and Hi Marley's other sorting options within your Inbox. Smart Sort will prioritize cases that have been tagged as higher priority.

Coaching - "Needs Attention" Flag Now Can Be Dismissed

Available to: All carriers that have coaching
What’s New: The Needs Attention tag can now be dismissed when it has been resolved outside of messaging, similar to Has a Question.
Benefits: Keeps inboxes clean and focused only on items still requiring action, helping adjusters act faster and keep claims moving forward.
How It Works: If an issue has already been addressed (e.g., via phone call), users can dismiss the Needs Attention tag directly without sending an additional message. This resolves the escalation in the Smart Sort and removes the tab from the case.

Aug-25-2025 17-45-33.gif — Needs attention flags within a chat can now be dismissed.

Group Management - The Edit Group Dropdown is Now More Prominent

Available to: All Carriers for Supervisor and Admin users
What’s New: The Edit Group button has a refreshed look, making it more noticeable within the Actions menu.
Benefits: Supervisors and Admins can more easily find and update groups.
How It Works: Functionality remains the same. Click Actions → Edit Group to make updates.

Group edit dropdown more prominent before and after.png — Before (left) and after (right) screenshots of the Edit Group dropdown within User Management.

Case Creation - Improved Error Messaging for Invalid Phone Numbers

Available to: All carriers
What’s New: The error message shown when a phone number cannot receive SMS has been updated for clarity.
Benefits: Adjusters see a clear reason why a phone number can’t be used, reducing confusion and rework.
How It Works: When entering a phone number that can’t receive SMS, the message now reads:
“Phone number can’t receive text messages.” (previously would say “Invalid Phone number”).

case_creation_more_specific_error_message_for_phone_number.png

Conversational FNOL - Require Collecting First Name, Last Name

Available to: All Conversational FNOL customers
What’s New: Additional validation for first and last name fields.
Benefits: Ensures more accurate capture of customer names.
How It Works: AI now loosely validates first and last names to prevent erroneous entries.

Conversational FNOL - Media Capture Details in Summary Emails

Available to: All Conversational FNOL customers
What’s New: Email summaries for completed Conversational FNOLs now indicate whether media was captured.
Benefits: Improves triage by providing visibility into available media upfront.
How It Works: Summary emails list the types of media captured (e.g., voice, photos, videos) along with counts for each.

Total Loss Assist Insights - Conversion to Tab Layout

Available to: Carrier with Total Loss Assist and users with access to the Total Loss Assist Insights dashboard
What’s New: Redesigned Total Loss Assist dashboard with tabbed navigation for easier access to insights. Each major section now appears in its own tab (Assignments & Adjuster Details, Cycle Time, Release Issues, Conversation Insights). The “Total Loss Assignments” summary also includes a funnel breakdown of assignments.
Benefits:

Faster load times
Improved performance with reduced memory usage
Easier navigation while maintaining filters
Cleaner layout and mobile-friendly design

How It Works: Tabs appear at the top of the dashboard. Only one section’s data loads at a time, improving performance. Permissions remain unchanged.

You can see just below the filters here that "Total Loss Assignments", "Cycle Time", "Release Issues", and "Conversation Insights" are now each their own tab within Total Loss Assist Insights.

My Org Insights - Add Brand to Cases Drill-Downs

Available to: All Carriers for admin users
What’s New: The “Total Cases” drill down in My Org Insights now includes a “Branding” field to distinguish between cases belonging to different brands.
Benefits: Provides better visibility when analyzing cases across multiple brands.
How It Works: Access the “Total Cases” drill down to view the new Branding field.

My Team Insights - New AI Messages Column in My Team Conversation Health Table

Available to: All Carriers with Coaching for Supervisor and Admin users
What’s New: My Teams Insights “Conversation Health” tables now include a “Total System Messages” column.
Benefits: Indicates when a case is populated due to system message activity, providing clearer reporting.
How It Works: View the “Conversation Health” tables in My Teams Insights to see the new column.

My Teams Conversation Health Automated Messages Column.png — This "Total AI Messages" column lets you get more granular into the conversation health of Total Loss Assist cases.

My Org Insights - Updated My Org Open & Inactive Cases Widget

Available to: All users
What’s New: In the “Feature Adoption” tab of My Org Insights, the “Scheduled Messages” drill down now includes “Sender Name.”
Benefits: Distinguishes between the scheduled message sender and the primary operator.
How It Works: Access the “Scheduled Messages” drill down to view the additional field.

My Org Insights - Message Sender Name Added to Scheduled Message Drill-down

New API Endpoint - Query Operators by Email

Available to: All Carriers for API users
What’s New: New endpoint to retrieve a Hi Marley Operator by Email.
Benefits: Enables efficient lookup of operators via API.
How It Works:

Endpoint: POST /api/v2/operators/query
Pass email in the request body.

Enhanced Case API Response: Added roleType in API response

Available to: All carriers for API users
What’s New: roleType field is now included in all API Responses and Webhooks that contain Case Data.
Benefits: Provides more complete role context in API and webhook outputs.
How It Works: No changes required—roleType automatically included in case-related responses.

Streamlined Layout and Visual Enhancements

Available to: All carriers
What’s New: Refreshed styles of the release issue modal and profile image modal for improved scanability and visual hierarchy.
Benefits: Faster performance, Cleaner look and feel
How It Works: Functionality remains the same

Before (left) and after (right) images of the modal that is prompted when a user goes to delete their profile picture.

Before (left) and after (right) of the modal that appears when a user marks a Total Loss Assist release issue as complete.

Bug Fixes

Help Icon Display

Fixed an issue where the Hi Marley Help icon was intermittently not appearing. The Help icon will now appear as expected across the app.

Resolved ability to Create Case for an Opted Out User

We have blocked the ability to create a new case for a user who has Opted Out of texting. Users can text in “START” at any time to Opt back into texting and enable case creation again.

Future Technical Change That May Require Action

To align with AWS best practices and enhance scalability and failover support, we have added additional static IPs to the UAT environment. If you are experiencing connectivity issues within your UAT environment, please review our Help Center Whitelist Information Guide and ensure these additional static IPs have been whitelisted.

Release contents: