Released to UAT: September 30th, 2025
Released to Production: October 7th, 2025, after business hours
Release contents:
Feature Enhancements
Store Carrier Specific IDs for Operator Object via API/Webhook
Conversational FNOL - Provide a Configuration to Enable or Disable EMS Questions
Bug Fixes
Feature Enhancements
Needs First Touch Terminology Change
Available to: All carriers.
What’s New:
We’re updating terminology in the app and Insights to make the start of a conversation clearer and easier to understand: “Unanswered Case” and “Unanswered Opt-In” will now be called “Needs First Touch.”
This change applies across the Hi Marley app and Insights dashboards, including My Org and My Team views. Filters and case lists will display “Cases that Need First Touch.”
Benefits:
Clarity – avoids confusion that “Unanswered” meant neglect; instead highlights the start of a conversation. Consistency – matches other system statuses like Needs Action and Needs Attention.
Human-Centered – reinforces the importance of proactive outreach when engaging policyholders. Scalable – works across all carrier workflows, including single- and double-opt-in.
How It Works:
When a policyholder opts into a conversation, the case will show as Needs First Touch until the operator sends the first message. Once the first message is sent, the case transitions into its normal workflow. This is a terminology update only—no changes to functionality.
Inbox – Quick Filters to Find Cases That Need Action
Available to: All carriers, with a different experience for Coaching and Non-Coaching Carriers.
What’s New:
We’ve added new quick filters in the inbox to help you get to the right cases faster: Needs First Touch – see cases that have not yet received a first outbound response.
Coaching Carriers Only: Needs Attention – find conversations that have been flagged and require follow-up. Has a Question – quickly locate cases where policyholders have asked a question that still needs a reply. These filters appear in the empty state of the inbox when you don’t have a case selected, making it easier to immediately jump into the most important conversations.
Benefits:
Faster response times – get to the right conversations without scrolling or searching. Better prioritization – focus on policyholders waiting for engagement, questions, or resolution. Proven results – in pilot testing, adjusters using these filters showed higher engagement and responded more quickly to critical policyholder needs.
How It Works:
When no case is selected in the inbox, the right-hand panel displays quick filter buttons. Clicking a button automatically applies that filter to your inbox list. You can switch between filters or clear them at any time.
New Contact Case Role Tags
Available to: All carriers. This feature will be turned off by default, so reach out to your Customer Success Manager if you'd like to use Contact Case Role Tags!
What’s New:
-
We’ve introduced a Case Role tag to make it clear who you’re texting (Insured, Claimant, Injured Worker, Agent, or Other) without digging into the conversation thread. The Case Role is set at case creation and now appears consistently across the inbox: Avatar badge – role initials or acronym displayed in the participant avatar. Tag chip – visible in the conversation header and preview. [Existing] Case Role field – shown in the details panel.
Note: If you create cases via API and want to leverage this feature, roleType is an optional field that can be passed in the Create Case API. For more specific instructions on leveraging that API, see our Create Case API article here.
Benefits:
Improved clarity – quickly know the role of each participant at a glance. Reduced errors – helps avoid sending the wrong information to the wrong party. Faster workflows – operators can act with confidence without digging through conversation history.
How It Works:
When a new case is created, the Contact Case Role is set and tied to the primary contact. The selected role (Insured, Claimant, Injured Worker, Agent, or Other) will then display as a color-coded badge in the inbox and message preview, as a chip in the conversation header, and as a field in the details panel for easy reference. For API-created cases, ensure the roleType field is passed during case creation to enable this feature.
Failed Message Status Display, Retry, & Webhook
Available to: All carriers
What’s New:
We’ve made it easier than ever to understand and manage failed messages. Hi Marley will highlight messages with delivery failures for adjusters to retry or further investigate. This includes a new webhook for integrated carriers to provide delivery failure notifications in any system. For more thorough context on the Failed Message Webhook, see our documentation here.
Note: Hi Marley users should not expect to see delivery failures often. Our platform has been built to ensure that our users experience highly reliable messaging experience with a 99.9% successful delivery rate. The likely cause of failed messages are related to the end-user device or telecom service issues.
Benefits:
Makes troubleshooting and resolving message delivery issues faster and more transparent for everyone using Hi Marley.
How It Works:
Operators will see any messages that failed to be delivered highlighted in red with error details. Operators can retry most failed messages with a single click. Integrated Carriers can use the new MESSAGE_STATUS webhook (Event ID 32) to be notified of delivery failures in any external system.
Assignment Dropdown Change
Available to: All carriers
What’s New:
We’ve updated the assignment dropdown to display secondary operators sorted at the top of the list, right alongside the primary operator and “Assigned to me.”
Benefits:
Quickly assign cases to existing secondary operators without scrolling. Keeps all operators already on the case visible and easy to access.
How It Works:
When you open the assignment dropdown in the Inbox or on a Case page, you will now see Secondary Operators assigned to that case sorted below the primary operator.
Need Attention Dismissal - Analytics Event
Available to: All carriers with Coaching.
What’s New:
We’ve added analytics and case audit log for Needs Attention dismissal functionality recently added. We now have the ability to see whether a tag was: automatically cleared by the system (e.g., outbound message resolved it), or manually dismissed by an operator using the “X” tag.
Benefits:
Gain visibility into how “Needs Attention” tags are resolved.
How It Works:
When a “Needs Attention” tag is dismissed, the system records who or what triggered the dismissal. This data is surfaced in the case audit log.
New PATCH Endpoint for Active Webhook Subscriptions
Available to: All carriers.
What’s New:
PATCH endpoint to update any fields of an active webhook subscription.
Benefits:
Easier to maintain webhook subscriptions when updating values like the Authorization secret.
How It Works:
Send a PATCH API request to /webhooks/{subscription_id} with the fields that need to be updated in the request body.
Example: Updating Client ID and Secret for OAuth 2.0 for an existing webhook subscription:
PATCH /webhooks/update/{subscription_id}
{
"HEADERS": {
"Authorization": {
"client_id": "newClientId",
"client_secret": "newSecret"
}
}
}
Store Carrier Specific IDs for Operator Object via API/Webhook
Available to: All carriers.
What’s New:
-
Integrated customers can store any non-Hi Marley values as key:value pairs within the {{additionalCarrierData}} object that has been added to the Contact, Operator, and CaseData objects. This object is also returned in any API responses and webhooks that include the Contact, Operator, and CaseData objects.
For more on the optional Additional Carrier Data object, you can view this more thorough overview.
Benefits:
Store data associated to contacts, operator, or cases that is external to Hi Marley for easy reference during integration workflows.
How It Works:
During Case Creation via API, use the {{additionalCarrierData}} field to add key:value pairs to the Contact, Operator, and/or CaseData objects. Limitations: Maximum 50 key:value pairs. Key length: 40. Value length: 500.
Example:
"customer": {
"id": "e318c055-5f42-4e8b-b262-bb275428b0e6",
"first": "Jean-Luc",
"last": "Picard",
"email": "captain@ncc1701d.org",
"mobile": "+15553431701",
"role": "enduser",
"optStatus": true,
"optStatusDetail": "OPTED_IN",
"additionalCarrierData":{
"communicationHubId":"sysId10248"
}
}
Conversational FNOL - Provide a Configuration to Enable or Disable EMS Questions
Available to: Carriers with Conversational FNOL Property and Emergency Services.
What’s New:
Emergency Service questions can now be disabled.
Benefits:
Provides carriers flexibility to pause Emergency Service offers during catastrophe (CAT) events or service disruptions, helping manage policyholder expectations.
How It Works:
When the feature is turned off, Emergency Service questions are automatically skipped and policyholders will not be presented with Emergency Service options. If the feature is enabled, Emergency Service questions will be included for any newly created Conversational FNOLs.
Bug Fixes
Bulk Upload Fails on Specific Role Matching (Case Sensitivity & Trailing Space Issues)
We fixed a bug in Bulk Upload that caused errors when file role names contained trailing spaces or capitalization mismatches.