Want to view Part 1? click here.
Table of Contents
Templates
Overview
Artifacts
View Part 1 of the webinar series (How to Up Your Productivity Game with Hi Marley) here:
https://himarley.zendesk.com/hc/en-us/articles/28736405869843-How-to-Up-Your-Productivity-Game-with-Hi-Marley-Part-I-Webinar-Content
For insurance professionals using the web app, learn more about using Message Templates here:
https://himarley.zendesk.com/hc/en-us/articles/360035620254-Message-Templates
For insurance professionals using the mobile app, learn more about using Message Templates here:
https://himarley.zendesk.com/hc/en-us/articles/360061857134-Chat-with-the-Customer
For integrated admins, learn more about the Send Template Message API here:
https://himarley.zendesk.com/hc/en-us/articles/9172162874899-Send-Message
For admins, learn more about available Message Template Tokens to personalize messages here:
https://himarley.zendesk.com/hc/en-us/articles/22149634066963-Message-Template-Tokens
For admins, learn more about managing your organization’s message templates here:
https://himarley.zendesk.com/hc/en-us/articles/15506869731987-Managing-Message-Templates
For insurance professionals using the web app, learn more about scheduling message - including templated messages - in this article:
https://himarley.zendesk.com/hc/en-us/articles/4404813096083-Scheduled-Messages
For integrated admins, learn more about using the Schedule Message API to create, delete or get all scheduled messages for future send:
https://himarley.zendesk.com/hc/en-us/articles/11669991847443-Create-Scheduled-Message
https://himarley.zendesk.com/hc/en-us/articles/11874585200787-Delete-Scheduled-Message
https://himarley.zendesk.com/hc/en-us/articles/11874901863571-Get-All-Scheduled-Messages-for-a-Case
Media
Overview
Artifacts
Learn more about Hi Marley's automatic media and transcript integration here:
https://himarley.zendesk.com/hc/en-us/articles/4405648246035-SFTP-Integration-Overview
Learn about integrating case transcripts into your system of record with a button click here:
https://himarley.zendesk.com/hc/en-us/articles/6677561373203-Download-Case-Transcript
For unintegrated insurance professionals, learn more about receiving inbound media here:
https://himarley.zendesk.com/hc/en-us/articles/12225047663251-Inbound-Media
For unintegrated insurance professionals using the web app, learn more about Hi Marley's Media bin here:
https://himarley.zendesk.com/hc/en-us/articles/12225047663251-Inbound-Media#h_01GXR83ZQSXCCVTV1EBQ2914AY
Learn more about transcripts here:
https://himarley.zendesk.com/hc/en-us/articles/360019525454-Transcripts
Learn more about what the Hi Marley mobile app is capable of here:
https://himarley.zendesk.com/hc/en-us/articles/360057549393-Mobile-App-Functionality
For unintegrated insurance professionals using the web app, learn more about sending outbound media here:
https://himarley.zendesk.com/hc/en-us/articles/360050427254-Outbound-Media
For unintegrated insurance professionals using the mobile app, learn more about sending outbound media here:
https://himarley.zendesk.com/hc/en-us/articles/360061857134-Chat-with-the-Customer
Learn more about manual image redaction here:
https://himarley.zendesk.com/hc/en-us/articles/14453182669203-Redaction-Beta#h_01HV9PSSGRPX6GWD9VD75HP7B3
Case Management
Overview
Artifacts
Learn more about Hi Marley's new Inbox here:
https://himarley.zendesk.com/hc/en-us/articles/25732492045203-New-Inbox
Learn more about Needs Attention badges in Hi Marley's Coaching Bundle here:
https://himarley.zendesk.com/hc/en-us/articles/6811179033875-Message-Intelligence#h_01GVE0527Z2P5A0Z0F0N4CV1MV
Learn more about Needs Action flags in Hi Marley's Coaching Bundle here:
https://himarley.zendesk.com/hc/en-us/articles/6811179033875-Message-Intelligence#h_01GVE09TBN7VZR01RFAG663AHH
For insurance professionals using the web app, learn more about using Message Templates here:
https://himarley.zendesk.com/hc/en-us/articles/360035620254-Message-Templates
For insurance professionals using the mobile app, learn more about using Message Templates here:
https://himarley.zendesk.com/hc/en-us/articles/360061857134-Chat-with-the-Customer
For insurance professionals using the web app, learn more about scheduling message - including templated messages - in this article:
https://himarley.zendesk.com/hc/en-us/articles/4404813096083-Scheduled-Messages
Learn more about Multi Party Texting here:
https://himarley.zendesk.com/hc/en-us/articles/18519516121619-Multi-Party-Texting
Learn more about managing case assignment here:
https://himarley.zendesk.com/hc/en-us/articles/360019514334-Primary-Operators
FAQ
Q: How can we get access to use templates on an adjuster level instead of Admin to make the messages more personal?
A: At the moment, templates can be managed by Admins only. If you have templates that you need, please talk to your admins to add them to the Hi Marley app.
Q: Related to templates, or potentially automated responses, is there talks about automatic responses an adjuster can put in place when certain verbiage is used by the customer, etc?
A: At this time, the templates are manually created in Hi Marley’s web app. However, the behavior you are asking for could be automated through integrations using a combination of message webhooks + logic to interpret incoming messages on the System of Record.
Q: Can I include more than one policyholder in a single chat thread? Is there anything on the horizon or currently available to do group messages? Frequently we get requests from 2 parties that would like a group text.
A: We have an optional Add-onfeature called Multi Party Texting that allows users to add multiple users to a conversation. Here is more information on this topic: Multi-Party Texting
Q: What if we aren't seeing the new inbox, is there a way to opt in to that?
A: Our new Inbox is currently in closed Beta and will be generally available this summer. We will be providing more information as we get closer to launch. In the meantime, if you want to know more, please reach out to your Hi Marley Customer Success Manager.
Q: Can users have their own templates within Hi Marley?
A: Templates can be created by users with Admin role. This is to make sure that the templates are aligned with the language and tone established at the organization level. At a user level, frequently used templates can be pinned as favorites. Please see this link for further information.
Q: How long is the Outbound media shared via Hi Marley available for Policyholders?
A: Outbound media sent via Hi Marley is shared via a temporary URL and has an expiry of 7 days.
Q: Can we view full sized images of inbound media?
A: Inbound media can be expanded to view in the Chat thread by hovering over the image and clicking on the expand button.
Q: How can I find the Marley number that is used for a conversation?
A: The Marley number is listed in the right pane of a conversation under Details.
Q: How can a previously opted out user get opted in?
A: Previously opted-out users can send START or UNSTOP to the MARLEY number where they opted out to opt-in again. Please see this article for further information.
Q: How can I remove myself from a case?
A: If you are a secondary operator on a case and do not want to get notified about the messages, you can remove yourself from the case by following the instructions provided here.
Q: What is the difference between a Primary and Secondary Operator?
A: Typically, the Primary operator is the main adjuster working the claim while the secondary operators are adjusters who participate for various functions along the claim journey. The differences Primary and Secondary operators are highlighted in this article.
Q: If a secondary operator removes themselves from a case, will they still receive notifications on incoming text messages?
A: No, once a secondary operator is removed from a case, the case will no longer appear in their inbox and they will stop receiving notifications about the case.
Q: Do you have recommendations on how to set up my desktop to make it easy to access Hi Marley?
A: Bookmark the Hi Marley link and log in each day at the start. You could also set Hi Marley to open in a new Chrome tab automatically at startup.