Expected release to UAT: April 28th, 2026
Expected release to Production: May 5th, 2026, after business hours
Release contents:
New Features
Focus on What Needs to be Addressed: Address Case Now Generally Available (GA)
Available to: All customers
What's New
Address Case — previously available in beta as Unaddressed — is now available to all customers as an optional inbox notification setting. It shifts inbox badges from a read-based signal (Unread) to an action-based one, helping operators stay focused on conversations that still need a response. Messages that don't require action no longer add to the noise.
Benefits
Clearer at-a-glance visibility into which cases need action, with more prominent indicators that are harder to miss.
Smarter inbox sorting that consistently surfaces unaddressed cases at the top, even in multi-operator workflows.
Reduced notification noise from automated or system-generated messages, so badges reflect only conversations that genuinely require a human response.
More control over how operators manage their own notifications without disrupting the shared team view.
Gives supervisors and teammates a clean, action-based view when covering someone else's inbox — so they can immediately see what needs attention rather than sorting through everything that's unread.
How It Works
When Address Case is enabled, inbox badges shift from indicating unread messages to indicating cases that still need a reply. A badge appears when a policyholder sends an inbound message, clears when any operator responds, and can be manually triggered if a follow-up is still needed. Smart Sort prioritizes these cases at the top of the inbox — including in shared workflows where multiple operators are assigned. Automated messages like system notifications will not trigger an Address Case badge.
Operators now have three additional ways to manage their Address Case notifications:
Snooze — Temporarily hide an Address Case notification and have it resurface after a set amount of time. Useful when an operator wants to check back on a case later but isn't the right person to respond right now.
Dismiss for Myself — Quietly clear an Address Case notification from your own view without marking it as addressed for the rest of the team. This keeps shared accountability intact while giving individual operators a way to manage their own inbox.
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No Response Needed — Mark a case as handled when no reply is required — for example, when a policyholder sends a thank you that does not warrant a response. This clears the badge for the team without sending an outbound message.
The setting to turn Unaddressed on or off for your organization lives within the Settings tab under "Organization". You can opt to let users choose which option they'd prefer to use, or you can lock users into your choice if you'd like your whole team to be using the same inbox notification behavior.
Address Case can be enabled as an org-level setting — allowing operators to choose between Address Case and Unread, or lock the preference for all operators. Unread remains the default for all organizations unless previously enrolled in the beta and already had the setting updated.
Personalize Customer Names with Contact Prefixes
Available to: All carriers
What's New
We've introduced a new optional Contact Prefix field for all Contacts, allowing you to capture and display a prefix (such as titles or honorifics) as part of a customer's name.
This field can be:
Added or updated when creating a case or adding a participant
Managed within each Contact
Set and retrieved via API
Used dynamically in messages with a new prefix token
Benefits
Ensure more accurate and respectful customer representation
Support use cases where titles or formal prefixes are important
Improve personalization and consistency across communications
How It Works
The Contact Prefix field is optional and can be used based on your organization's needs.
It is available anywhere Contact details are created or managed — this applies to both the primary contact and added participants.
Once added, the prefix will automatically display alongside the customer's name throughout the platform.
A new messaging token ($claimantprefix) allows you to dynamically insert the Contact Prefix into conversations and templates.
The field is fully supported via API for seamless integration with your existing systems.
Stronger Authentication for Public API Integrations
Available to: All Integrated Insurance Carriers
What's New
Hi Marley now supports OAuth 2.0 authentication for Public API integrations using the client_credentials flow. Customers can use a Client ID and Client Secret to retrieve a Bearer token for API requests, providing an alternative to API key-based authentication. This can be found within a new "Security" section of Admin Settings.
Benefits
Improves security for Public API integrations
Supports customers with stricter authentication requirements
Gives customers a clearer path for credential management and future rotation workflows
How It Works
Systems Admins can manage OAuth 2.0 credentials in Hi Marley and transition from Basic Auth after validating their integration under Admin > Organization > Security > OAuth Credentials.
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Customers request a Bearer token from their Hi Marley OAuth token endpoint using their Client ID and Client Secret.
The token is sent in the Authorization: Bearer <token> header on Public API requests.
Tokens are valid for 1 hour and should be cached and reused until they expire.
Feature Enhancements
Easier Away Status for Operators
Available to: All Hi Marley operators/users and carrier admins
What's New
We've updated the Away Message user flow so that it is easier for operators to set themselves away on the Hi Marley platform. Operators no longer need to provide an out-of-office message in order to set their status to "Away" and can easily view and edit their status from a banner at the top of the App and Hi Marley Connect.
Benefits
Essential for service use cases where reps need to step away from their work and release open cases to the Queue without sending an awkward out-of-office message to end users.
Makes the Away Message process easier for claims admins and users alike — including a new organization-level default that streamlines onboarding.
How It Works
Carrier admins can set a default out-of-office message and default status (enabled/disabled) for their organization, applied across the org for all new users.
Individual operators can change their out-of-office message and status from the organization defaults, and set them back again if needed.
When setting their status to "Away", operators are no longer required to provide an out-of-office message since messages can be disabled.
When away, a banner displays across the Hi Marley app and Connect showing the status and the first 50 characters of the out-of-office message.
Operators can click the banner to change their Away status or out-of-office settings.
Track Every Feature Change with the New Feature Audit Log
Available to: System Admins
What's New
System Admins now have full visibility into feature configuration changes across their organization through a new Audit Log view. Accessible directly from the Organization > Features page, the audit log provides a clear, chronological record of every feature that has been enabled or disabled — including who made the change and when.
This gives teams a reliable way to track configuration history, investigate unexpected behavior, and ensure accountability across UAT and Production environments.
Benefits
Full traceability — See a complete history of feature changes so nothing goes unnoticed or unexplained.
Clear accountability — Every change is attributed to the specific user who made it, including their name and email.
How It Works
Navigate to Organization > Features and click the Audit Log button.
The audit log displays a chronological list of all feature configuration changes for your organization.
Each entry shows the feature name, whether it was enabled or disabled, the date and time of the change, and the name and email of the user who made it.
Use the Start Date, End Date, and Feature filters to focus on a specific time period or configuration.
Contact Zip/Postal Code Now Visible on Inbox Case Details
Available to: All carriers
What's New
We are now displaying Zip/Postal Codes within the Manage tab of the case details page. This field is visible and editable directly within the case.
Benefits
Improved data visibility: Easily view the contact's Zip/Postal Code directly on the case.
Greater flexibility: Update Zip/Postal Codes at any time to keep contact information accurate.
Clearer context: Updated labeling makes it clear this field applies to the primary contact and not the loss location.
How It Works
Carriers can already send the Zip/Postal Code via API or provide it in the Create Case form — but now the Zip/Postal Code is displayed on the Manage tab associated with the case. Carrier Users can edit this field, and updates will persist for the primary contact on the case.
Hi Marley Help Center Redesign
Available To: All carriers
What's New
Hi Marley has updated the design and organization of our Help Center. The goal is to make it easier for users to answer any questions they might have in fewer clicks than previous versions.
Benefits
More intuitive layout prioritizing what action a user may want to accomplish, instead of the Hi Marley feature they're using
More prominent Featured Articles section for quicker navigation
Smart article suggestions in the "Submit a Request" form when contacting Support
Expanded Opt-In Keywords Now Include ‘Oui’
Available To: All carriers
What's New
Hi Marley now accepts "oui" as a valid opt-in keyword, ensuring policyholders who respond with "oui" are successfully opted in to text messaging — even before a language preference has been set.
Benefits
Creates a frictionless experience for policyholders who respond with "oui," without any extra steps required
Supports bilingual policyholders who may communicate in both English and French, ensuring their opt-in is captured regardless of which language they use
Consistent with Hi Marley's existing support for other opt-in keyword variations, including "si," "yes!," and "yes."
How It Works
Some policyholders — particularly those served by carriers with customers in Canada — communicate in both English and French. When a policyholder replies "oui" to a Hi Marley welcome message, Hi Marley now recognizes it as a valid opt-in response and immediately begins supporting that customer, even if a language preference has not yet been configured. No setup or configuration changes are required.
Full identityProviderId Support Across Operator APIs
Available to: SSO-enabled organizations using the Public API
What's New
Customers can now use identityProviderId across the operator lifecycle in the Public API. This includes setting and updating the field when creating or updating operators, and receiving it back in supported operator-related API responses and webhook payloads.
This creates a more complete and consistent operator identity workflow for teams integrating Hi Marley with their identity and user-management systems.
Benefits
More complete operator integrations — The same identity reference can now be used across operator create, update, read, and webhook-driven workflows.
Simpler identity reconciliation — Teams can more easily match Hi Marley operator records with records in their identity systems.
Better automation support — Integrations can manage operator identity data with less manual coordination across connected tools.
How It Works
Include identityProviderId when creating a new operator through the Public API.
Update identityProviderId later through the operator update API as part of ongoing user management workflows.
Receive identityProviderId in supported operator-related API responses and webhook payloads.
Bug Fixes
Media Attachments Now Display Inline in the Customer Transcript
- Fixed a bug where media attachments were only shown at the end of the Customer Transcript instead of inline where they were sent in the conversation. Media attachments will continue to also appear at the bottom of the transcript. (Available to: All users)
Message Template Imports are Now Case-Insensitive
Admins no longer need to match exact capitalization on the Business Segment or Line of Business columns when importing message templates via CSV. (Available to: All carriers)
Archived Groups No Longer Appear in the Group Lead Drop-Down
Fixed a bug in the User Management tab where archived groups were cluttering the group drop-down for users with Group Lead permissions. Only active groups are now displayed. (Available to: All users with Group Lead permissions)