Overview
Hi Marley’s Out of Office (OOO) Settings Logic controls when automated Out of Office messages are sent to policyholders.
By default, Out of Office messaging evaluates only the Primary assignee’s availability. This can result in confusing messages when a Secondary assignee is available and actively handling the case.
The Respect Secondary Assignee Out of Office Status setting allows admins to configure OOO behavior so messages are only sent when no assigned operator is available.
Why This Matters
Without considering the Secondary assignee:
- A policyholder may receive an Out of Office message even though someone is available to help
- Messaging can feel inaccurate or misleading
- Expectations may not align with actual case coverage
This setting ensures Out of Office messages reflect real availability, improving clarity and trust.
Who Has Access
Only System Admins can configure this Out of Office setting.
Where to Find This Setting
Admins can configure this behavior in the web app:
Admin → Organization → Out of Office Messages
From this page, you can enable or disable logic that considers the Secondary assignee’s Out of Office status.
How Out of Office Logic Works
Primary and Secondary Assignees
- Primary assignee: The main operator responsible for the case
- Secondary assignee: An additional operator who can assist or provide coverage
Out of Office messages are evaluated when:
- A message is sent to the policyholder
- An automated response is triggered outside business hours
Respect Secondary Assignee Out of Office Status
When Enabled
When this setting is enabled, Hi Marley evaluates both assignees before sending an Out of Office message:
- If the Primary is Out of Office and the Secondary is available
→ No Out of Office message is sent - If both Primary and Secondary are Out of Office
→ Out of Office message is sent - If no Secondary assignee exists
→ System falls back to Primary-only logic
This ensures OOO messages are only sent when no one assigned to the case is available.
When Disabled
When this setting is disabled, Hi Marley:
- Evaluates only the Primary assignee’s Out of Office status
- Ignores the presence or availability of a Secondary assignee
This is the system’s original behavior.
Example Scenario
A case has:
- Primary assignee: Out of Office
- Secondary assignee: Available
Setting disabled
→ Policyholder receives an Out of Office message
Setting enabled
→ No Out of Office message is sent, since coverage exists
Best Practices
- Enable this setting if your team regularly assigns Secondary operators for coverage
- Use it to avoid unnecessary or confusing automated responses
- Review Out of Office behavior anytime assignment workflows change