Address Case Feature

Learn how the Address Case feature in Hi Marley helps teams quickly identify conversations that have not yet received a response. This feature highlights messages that still need attention, helping improve response times, workflow visibility, and customer communication efficiency. By tracking unaddressed conversations, teams can ensure no customer message is missed and maintain timely, organized, and reliable communication.

Note: Depending on your organization's inbox settings, you may see either Unread indicators or Address Case indicators. These are mutually exclusive modes depending on which setting is enabled for you and your organization. 

Address Case Notifications – FAQ

Q: Can all operators dismiss or snooze an address case notification?
A: Operators can dismiss or snooze notifications, but only up to a point. If all other operators have already dismissed or snoozed the notification, the final remaining operator cannot dismiss it.

Q: What happens if I’m the last operator assigned to the case?
A: If you are the last operator with an active notification, you are required to address the case—you won’t be able to dismiss the notification.

Q: Can the last operator snooze the notification?
A: Yes, but with a limitation. The last operator can only snooze the notification for up to 1 day.

Q: Why is there a restriction for the last operator?
A: This ensures that every case is ultimately addressed and doesn’t get indefinitely postponed once all other operators have opted out.

Q: What does "No Response Needed" do?
A: This option allows an operator to mark a case as handled when no reply is required (for example, a simple thank-you message). It clears the Address Case badge for the entire team without sending a response.