Released to UAT: March 31st, 2026, after business hours
Expected release to Production: April 14th, 2026, after business hours
Release contents:
- Settings and Configuration
- Additional Canadian Carrier Enhancements
- Inbox Management Improvements
- Additional Feature Enhancements
Settings and Configuration:
Inbound Media Restriction Configuration
Available to: All carrier admins
What’s New
We’ve introduced inbound media restriction settings to help you manage what types of files policyholders and participants can send into Hi Marley conversations:
Define which file types are allowed for inbound messages (e.g., images, audio, video, documents)
Block unsupported or non-compliant formats before they reach operators or integrated systems
Configure settings at the organization level
Benefits
These updates help carriers maintain control, reduce risk, and improve efficiency—ensuring the right content reaches the right people without added friction.
How It Works
Admins can access the inbound media restriction settings in the configuration panel. From there, you can select which file types to allow or block. When a participant tries to send a restricted file type, the system automatically blocks it, preventing it from reaching the operator. Operators continue to work in their inbox as usual, without disruption.
Additional Feature configurations added to Feature Page
Available to: All Customers
What's New
Consolidated Auto-Resend Welcome Message and Failed Message Status Display in features page.
Added Manual Case Creation feature configuration to enable web app/connect/mobile case creation.
Benefits
Centralized Management: Manage even more Hi Marley features from one place.
How It Works
Navigate to Settings → Organization → Features.
End User Phone Number change workflow improvements
Available to: All Customers
What's New
When an operator updates a customer's phone number on a case, Hi Marley now captures and records the change across multiple touchpoints. This provides full visibility into contact information updates, ensuring accountability and traceability for compliance and operational needs.
Benefits
Transparency — Every phone number change is logged with the old number, new number, and the operator who made the update
Compliance support — A clear audit trail helps meet regulatory and carrier documentation requirements
How It Works
When an operator updates a customer's primary contact phone number, a system message is automatically posted to the conversation transcript across all open cases: "The primary contact phone number has been updated from +1XXXXXXXXXX to +1XXXXXXXXXX by [Operator Name]"
The change is recorded in the Case Event Log for reporting and auditing
A Contact Updated Webhook is triggered for downstream integrations to capture the update
A logged out user should not be assigned cases and should be unassigned cases
Settings Unsaved changes
Available to: All carrier admins
What’s New
Settings pages now display a warning when navigating away with unsaved changes, preventing accidental data loss. Specifically:
A warning dialog appears if you attempt to leave a settings page with unsaved changes
If you choose to leave, all unsaved changes will be discarded
This protection is applied consistently across all settings pages
Benefits
Admins frequently navigate away from settings pages mid-edit, accidentally losing their work. This update ensures no configuration changes are silently discarded — reducing frustration and preventing unintended misconfigurations.
How It Works
When a change is made on any settings page and you attempt to navigate away without saving, a dialog will appear asking you to confirm. You can choose to stay and save your changes, or leave and discard them. If you leave, the page will return to its last saved state.
Additional Canadian Carrier Enhancements:
Text Redaction Feature Improvement for Canadian PII
Available to: All carriers operating in Canada
What’s New
Enhance Hi Marley's Automatic Text Redaction capabilities by adding support for additional PersonallyIdentifiable Information (PII) types in alignment withour expansion into Canada. These updates will followthe same redaction framework currently in place.
Benefits
This will mitigate the risk of exposing sensitive Canadian PII while ensuring compliance and efficiency for organizations operating in Canada.
How it Works:
This will be a feature flag to turn on Canadian PII text redaction. It will redact:
CA Social Insurance Numbers (SIN)
International Bank Account Numbers(IBAN)
CA Health Numbers
Multiple Country Codes supported in Messaging
Available to: Carriers with Canadian end-users
What's New:
Our number services now supports multiple country codes within a single orgaization. Carriers supporting Canadian end-users can now have both US and Canadian numbers active in the same organization simultaneously.
Key highlights include:
Country-matched sender numbers – When a new case is created, Hi Marley automatically selects a sender number that matches the policyholder's country code. Canadian policyholders will be messaged from a Canadian number; US policyholders from a US number.
Single unified Organization – US and Canadian numbers coexist in one organization, with no need for separate configurations per country.
Benefits:
Canadian policyholders now receive messages from a local Canadian number, creating a more familiar and trustworthy experience. Carriers no longer need to manage separate organizations for each country, simplifying operations while still delivering a country-appropriate experience to each policyholder.
How It Works:
When a new case is created, Hi Marley automatically looks up the country code associated with the end-user's phone number and attempts to match it with a number from the pool that shares the same country code.
French Translation for Keyword Responses
Available to: Carriers with Canadian end-users (requires configuration)
What's New:
Hi Marley now supports French-language translations for standard opt-out and opt-in keyword responses (STOP, HELP, and START). Canadian end-users who send keywords in French (e.g., ARRET, AIDE, NONARRET) will receive a response in French, in compliance with Canadian carrier requirements.
Benefits:
This update helps carriers meet Canadian regulatory and carrier requirements for bilingual messaging, improving the experience for French-speaking end-users and ensuring compliance with local standards.
How It Works:
When an end-user texts a French opt-out or opt-in keyword, they will automatically receive a French-language response. The corresponding message saved to their case in Hi Marley will also reflect the French response, keeping the conversation record accurate and consistent with what the end-user received.
This feature requires configuration by your Hi Marley implementation team. Please reach out to your Hi Marley contact to get this enabled for your organization.
Inbox Management Improvements:
Inbox Management Badge Improvement: Configuration for Carrier Employee Message Impact
Available To: All carriers
What's New
Operators can now choose to exclude internal messages from their Unread badge count, making it easier to spot conversations that need a customer response.
Benefits
Reduces inbox noise from internal operator-to-operator conversations that don't require immediate customer action. This is especially important for operators that often share ownership of a case.
Helps operator quickly identify which threads have unread messages from customers
Gives individual operator control over their own experience, based on the carrier settings and allows organizations to set a default for all operator.
How It Works
When enabled, messages sent by internal Hi Marley operator are excluded from Unread badge calculations and display. When enabled, Internal messages will also not trigger in-app or Connect notifications. Customer messages continue to show as unread and generate notifications normally.
For operators using Unaddressed behavior this will have no impact to the functionality.
The setting can be configured in two places: at the organization level (establishing a default for all operators) and at the individual user profile level (allowing agents to override the org default). This mirrors how Unaddressed and Unread configurations work today.
Inbox Management Badge Improvement: Unaddressed messages Design changes
Available To: Carriers using Unaddressed
What's new:
Unaddressed cases now display a new icon and a bright blue bar for clearer visibility
Cases with unaddressed messages are slightly highlighted to help them stand out in your case list
Once a case is addressed, all unaddressed indicators are automatically removed
This update is available for customers using the Unaddressed Messages feature and makes it faster to spot and prioritize cases that require a response.
Additional Feature Enhancements:
New Get All Operators API Endpoint
Available to:
All organizations using the Hi Marley API.
What's New:
A new API endpoint, POST /api/v2/operators/query, is now available. This endpoint returns all operators scoped to the authenticated organization.
Benefits:
Quickly access a complete, paginated list of your organization’s operators.
Simplifies integration by providing a consistent and reliable data format.
How it Works:
Make a POST request to /api/v2/operators/query with an empty request body.
The response includes a users array and a pagination object.
Use page and pageSize query parameters to paginate results.
If your organization has no operators, the endpoint returns an empty users array.
Language Preference Default
When creating a new case for a user with a non-english language preference, it will default to that prior non-english preference.