Release date: April 18th, 2022

Features and Enhancements

Expanded admin privileges

Admins in your organization will now be able to edit profiles and Auto Replies of other users.

Mark chats as unread

Users can now scroll over a message and select the "Mark Unread" to add the blue dot back to that chat in their chat list. The blue dot will once again disappear once you click out of that conversation and then back into it.

Insights updates

A few updates have been added to the Marley Insights dashboard:

All data is now based on your local timezone
An "Hour of Day" filter that allows you to filter by the hour
A "Day of week" filter that allows you to adjust which days will be factored into the data you're seeing
Response time metrics have been changed from averages to medians in order to remove the effect of outliers
A new, more accessible color scheme

Claimant phone number now available for PLNAR templates

We've added the ability, by using message templates and tokens, for operators to send a PLNAR link that will autofill customer information to help them quickly create a PLNAR project.

Update to "inactive" status to trigger email notifications

The timer used to determine if a user should be considered inactive and receive email notifications for inbound messages has been altered slightly. Previously, that timer would reset when the user moved their cursor over an active Hi Marley tab. That timer will now only reset if a user clicks in an active Hi Marley window.

New header dropdown

The header design within Hi Marley has been revamped and users can now access the "Profile", "Help", and "Logout" options from the dropdown indicator next to their profile picture.

Auto-Resend Welcome Message

Configure Hi Marley to automatically re-send the welcome message to new customers to increase chance of opt-in
Configurations Include:

Resend Interval: Recommended at least 24 hour (1 day) minimum interval
Maximum # of resends: 1 to 2 times is the best recommendation
Allowed Resend Time Period for each day: Set possible resend hours based on when adjusters are online to provide a seamless experience from opt-in to claim communications

Contact your Customer Success Manager to learn more and enable this feature.

Manage Secondary Operators via API

Add/Remove list of secondary operators from Hi Marley cases with the secondaryOperators - Learn more here

New Webhooks Available

[Event ID 20] POST Case Data when a case is created - Learn more here
[Event ID 19] POST Chatbot Data & Transcript at the end of bot flow

French (fr) Auto-Translate option added to API

Fixed bug that excluded the french option (fr) from the languagePreference field

Bug Fixes

End users opting out and then back in

Previously some end users would experience an issue opting back in after sending "STOP" to opt out of texting. This has been fixed and end users will able to opt back in without issue.

Closing cases with unexpected data

Some users have hit errors closing cases due to a validation that Hi Marley was performing before closing the case (if, for example, the case was associated with a brand that had been deleted, the case would then not close successfully). That validation has been adjusted and operators will be able to close cases even with that unexpected data.