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Table of Contents
Introducing Texting & Opt-in
Overview
Artifacts
Learn More about Introducing Texting:
https://himarley.zendesk.com/hc/en-us/articles/360060800434-Introducing-Texting-To-the-Insured-Customer
Learn More about Opt-in:
https://himarley.zendesk.com/hc/en-us/articles/17393050033811-Opt-in
Case Creation
Overview
Artifacts
Learn More about Web App Case Creation:
https://himarley.zendesk.com/hc/en-us/articles/360026613773-Case-Creation
Learn about how to download the Hi Marley Mobile App:
https://himarley.zendesk.com/hc/en-us/articles/10492424565011-How-to-Download-the-Mobile-App
Learn More about Mobile App Case Creation:
https://himarley.zendesk.com/hc/en-us/articles/360061857014-Create-a-Case
Notifications
Overview
Artifacts
Learn More about All Web App Notifications:
https://himarley.zendesk.com/hc/en-us/articles/11092626143763-Notification-Settings
Learn more about Browser Notifications:
Learn more about Email Notifications:
Learn about configuring Email Notifications:
Learn more about My Insights:
https://himarley.zendesk.com/hc/en-us/articles/4408489838611-My-Insights
First Contact
Overview
Artifacts
Learn more about the importance of Time to First Contact:
Learn more about Message Templates in the Web App:
https://himarley.zendesk.com/hc/en-us/articles/360035620254-Message-Templates
Learn more about Message Templates in the Mobile App:
https://himarley.zendesk.com/hc/en-us/articles/360061857134-Chat-with-the-Customer
FAQ
Q: Our claim system is integrated with Hi Marley through GW, will all the notification options still apply for me?
A: Yes, all notification options will still apply. You can enable email notifications for new messages or use the Hi Marley web app for audible chimes and browser notifications. It addition to the web app notifications, Inbound text messages could trigger GW Activities (depending on the customizations / configurations for your Org)
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.
Q: My Hi Marley cases are set up automatically during FNOL; are there best practices for first contact in this scenario?
A: Send an outbound message introducing yourself as soon as the claim is assigned to your queue to reduce confusion and phone-tag.
Q: Do you have any audible notifications in Hi Marley for new incoming messages?
A: Yes, Hi Marley features an audible chime that plays when new messages are received.
Q: I am unable to enable chrome notifications, what do I do?
A: You may need to contact your organization's IT support to enable Chrome notifications if they are disabled by organization policies.
Q: I see that some of my customers are not opting in for Hi Marley - How can I improve opt-in’s for my cases?
A: Introduce Hi Marley and create a case while on a call with the insured to improve opt-ins by about 10-15%.
Q: Are there any limitations in setting up cases for claims that are already in progress?
A: Hi Marley cases can be set up at any point in the claim journey without limitations.
Q: We are advised to make first contact via phone, how can I use Hi Marley in this scenario?
A: Use the initial phone contact to secure opt-in for Hi Marley texts. Confirm opt-in in Hi Marley and assure the policyholder that the text thread is an easy way to reach you, using a template message for efficiency.
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: 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: Can Hi Marley notifications be integrated into GW Activities?
A: Yes. Our out of the box GW accelerator has Activities configured for Operators.
Q: Do Policyholders / Injured workers get a notification when you read a message?
A: No, Policyholders / Injured workers cannot see when you read a message. It is a best practice to acknowledge the receipt of a message to let them know that you received it.
Q: How can I resend the welcome message to a user?
A: You can click on the Resend Welcome link which is at the banner of the case.
Q: Can I include more than one policyholder in a single chat thread?
A: This feature is enabled by our optional Add-on feature called Multi Party Texting. You can find additional details about this feature here.
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: 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: Can customers be opted out of texting?
A: Customers cannot be opted out within the app. However, you can contact us at support@himarley.com to opt out a user.
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: Can a customer name, phone number be edited after creating a case?
A: Customer details can be edited by clicking on the Edit button on the Case details pane
Q: Does Hi Marley have any Voice to Text Feature in the Web app?
A: We currently do not have voice to text transcription within the web app, however, there are Dictation features available in the Operating System level in both Windows and Mac which can be used for voice to text needs.