Released to UAT: January 6th, 2026, after business hours
Released to Production: January 15th, 2026, after business hours
Release contents:
Configuration
Empowering admins to create a lovable experience
We’re continuing our commitment to admin empowerment by centralizing and expanding configuration options across the Hi Marley platform. This release introduces both foundational and incremental improvements that give admins more visibility and control over how their organization operates.
New Feature Configuration Page
Available to: All customers (Admin & System Admin roles)
What’s New
We’re introducing a new Feature Configuration page that gives Admins direct visibility and control over key Hi Marley feature enablement —without needing to contact support.
This new page provides a centralized place to view and manage feature-level settings that shape the user experience in Hi Marley.
Admins can now enable or disable the following features from a single page:
Notes
Visual Voicemail & Transcription
Case Visibility
Text Redaction
Image Redaction
Operator Title
Note: Any existing configurations for these features will remain enabled as-is upon release. This page adds visibility and control going forward, without changing current behavior.
Benefits
Greater Admin Control: Easily manage feature availability without support requests.
Improved Transparency: See which features are enabled at a glance.
Future-Ready: Establishes a scalable foundation for future feature-level configuration.
How It Works
Navigate to Settings → Organization → Features to view and manage available feature toggles.
Changes are applied at the organization level.
Welcome Message Follow-Up & Delay Configuration
Available to: All customers (Admin & System Admin roles)
What’s New
Admins can now configure a delayed follow-up message within the Welcome Message flow.
This allows carriers to send a follow-up message after a configurable delay—helping to increase policyholder engagement.
Benefits
Increased Engagement: Timed follow-ups help prompt responses without manual outreach.
Flexible Messaging: Customize timing to align with your customer communication strategy.
Reduced Adjuster Effort: Automates engagement nudges without additional workload.
How It Works
Navigate to Settings → Organization Settings → Case Types → (Select the relevant case type) → Welcome Message to set the delay and follow-up behavior for your Welcome Message flow.
Secondary Assignee Accounted for in Auto Replies
Available to: All customers (Admin & System Admin roles)
Default: Disabled (OFF)
What’s New
Admins can now configure whether automated Out of Office (OOO) replies account for a Secondary Assignee’s OOO status.
A new setting—Respect Secondary Assignee OOO Status—is available in Organization Settings. By default, this setting is OFF to preserve existing behavior.
How It Works
Navigate to Settings → Organization Settings → Out of Office Messages to enable or disable this behavior
When ON:
Primary OOO + Secondary available → No OOO message sent
Primary OOO + Secondary OOO → Primary OOO message sent
No Secondary assigned → Primary-only logic applies
When OFF:
Behavior remains unchanged
Only the Primary Assignee’s OOO status is evaluated
Benefits
More accurate automation: OOO messages reflect actual coverage
Better policyholder experience: Avoids unnecessary or confusing notifications
Stronger team workflows: Supports shared and backup assignment models
Automated Reassignment Message Now Configurable in Settings
Available to: All carriers.
What’s New: Admins can now manage the automated reassignment message for Claim and Policy cases directly in web app Settings.
How It Works: Select the ‘Reassignment Message’ card for the Claim or Policy case type under the organizations settings. (Navigate to Settings → Organization → Case Types → Claim or Policy Case Type → Reassignment Message).
Benefits: Enable admins to self-manage automated messaging and improve clarity on configuration settings.
Bulk Template Changes: Bulk Deletion
Available to: All customers
What’s New
Users can now delete templates in bulk, making it faster and easier to permanently remove multiple templates at once.
How It Works
Navigate to Settings → Operational → Message Templates
Select multiple templates from the templates list.
Choose the Delete action to remove the selected templates from the the UI and being accessible to operators.
Deleting templates is an action that cannot be undone.
Benefits
Faster cleanup: Delete multiple unused or outdated templates in a single action.
Simpler management: Keeps template libraries organized with less manual effort
Inbox Management
We’re introducing Unaddressed inbox management in beta, a new way to make inbox chat badges more meaningful and action-oriented—especially for users working cases together and supervisors looking to understand cases that need engagement.
Unaddressed Inbox Management (Beta)
Available to: Select customers (Beta). Contact your CSM to learn more or participate.
What’s New
We’re introducing Unaddressed inbox management in beta—a new, optional way to make inbox badges more meaningful and action-oriented, especially for user working cases together.
Unaddressed shifts inbox badges from a user-based “read” signal to a carrier-based “action needed” signal, helping operators focus on conversations that require follow-up.
This helps operators focus on conversations that require follow-up—particularly in shared or multi-assignee workflows.
Benefits
Action-oriented prioritization: Badges indicate when a conversation needs a response
Reduced noise: Eliminates unread clutter from informational or automated messages
Shared-User workflows: Designed for shared cases and secondary assignee models
Clearer intent: Badges reflect work to be done, not messages already seen
How It Works
Trigger: An Unaddressed badge appears when an inbound message is received from a policyholder
Clear: The badge clears when any operator sends an outbound response
Manual override: Operators can manually mark a conversation as Unaddressed if additional follow-up is needed
Badge labeling: “Unaddressed” replaces “Unread” only when this mode is enabled
Admin Configuration & Flexibility
Admins can choose how inbox badges work for their organization:
Unread only (current behavior)
Unaddressed only
User choice: Allow operators to select between Unread and Unaddressed
This ensures teams can adopt Unaddressed at their own pace and in a way that best fits their workflows.
Reach out to your CSM to learn more and see if this is a workflow that would work well for your team.
Feature Enhancements
Inbound Media Zoom In or Expand Functionality
Available to: All customers
What’s New
Operators can now zoom in or expand inbound media directly within the conversation experience with an updated user experience. Images and other supported media sent by end users can be viewed in a larger, more detailed format without leaving the conversation. This is especially helpful when documents are sent in, allowing operators to clearly view and inspect important data right within the inbox.
How It Works
When an end user sends media (such as an image or document), operators can select the media to expand or zoom in for a clearer view.
The expanded view makes it easy to zoom into text and data without downloading the file or leaving the inbox.
This feature works across Web, Connect and Mobile.
Benefits
Improved clarity: Easily read text and data in inbound documents and images.
Faster resolution: Quickly understand customer-submitted documents without additional steps.
Better operator experience: View and interact with inbound media seamlessly within the inbox.
US and Canadian Postal Code Validation in Create Case Flow
Available to: All customers
What’s New
Postal code validation in our create case form has been updated to support Canadian postal codes, in addition to U.S. ZIP codes. This ensures users entering Canadian addresses can do so without validation errors.
How It Works
The UI now accepts valid Canadian postal code formats alongside U.S. ZIP codes.
Validation automatically recognizes the appropriate format based on the value entered, allowing addresses to be saved successfully.
Benefits
Reduced friction: Prevents unnecessary validation errors when entering non-U.S. postal codes.
More inclusive experience: Better supports customers operating in both the U.S. and Canada.
Copy Change when Configuring Out of the Office Messages
Available to: All customers
What’s New
We have updated the copy with the Operator Auto Replies to make it clear that these message trigger when the operator is “Out of Office.” This is a copy change only and no functionality has changed.
How It Works
The content has been changed on the Operator Auto Replies on the profile page.
Benefits
Clearer context: Makes it immediately obvious why an automated message was sent.
Improved transparency: Sets better expectations for end users when a response may be delayed.
Consistent experience: Aligns terminology across Experience and HMB for a more cohesive product experience.
Multi-Party Texting Participant Relationship: “Other” Added
Available to: All customers using Multi-Party Texting (MPT)
What’s New
We’ve added “Other” as a selectable option in the Participant Relationship dropdown for Generic Claim (No Line of Business) Multi-Party Texting cases.
Optional Outbound Emojis Can Now Be Turned Off by Request
Available to: All customers
What’s New
We have added the ability to disable Emojis which would remove the option for Users to leverage emojis in outbound messages. Inbound messages from an end user sent with an emoji will still be received.
Note: Emojis can still be sent if copied and pasted or entered from a mobile keyboard.
How It Works
Emojis are enabled by default (no change to existing experience). If you would like to disable them, please reach out to your CSM and they can assist in disabling them for your organization.
Benefits
Brand consistency: Align outbound messaging with carrier communication standards, while still being able to receive emojis from end users.
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