2.86 Release Notes

Released to UAT: June 9th, after business hours

Expected release to Production: June 16th, 2026, after business hours

Release contents:

• Feature Enhancements
  • Workflow Assist Media Sync for Xactimate
  • Additional Unaddressed Configuration in Organization Settings
  • Active Hours Centralized in Organization Settings
  • Transcript Readability and Language Improvements
  • Customer Zip Code Now Included in API Responses
  • New Case Status Filter on My Org Insights Dashboard
• Bug Fixes

Feature Enhancements

Workflow Assist Media Sync for Xactimate

Available to: Carriers with Workflow Assist™ and XactAnalysis® integration

What's New
The Hi Marley Workflow Assist™ solution now includes a sync of photos to Verisk's Xactimate® in addition to XactAnalysis®. When enabled, photos are automatically sent to the Xactimate® media section using the same trigger as the existing XactAnalysis® sync.

Benefits

• Extended workflow visibility — Inbound photos to Hi Marley are available directly in Xactimate® in addition to XactAnalysis®

• Enhanced estimates — Simplified process to supplement estimates with Hi Marley photos

• Carrier control — Toggle can be configured per carrier in Hi Marley's integrations settings

How It Works
A new carrier-level toggle in Hi Marley integrations settings controls Xactimate® media sync (default: off). When enabled, inbound photos to Hi Marley are sent to Xactimate® via the Verisk Add Image API using the same trigger as the existing XactAnalysis® sync. Synced photos match exactly what is sent to XactAnalysis® today.

Additional Unaddressed Configuration in Organization Settings

Available to: Configurable per organization (Admins)

What's New
Carriers can now configure whether a policyholder's opt-in "yes" reply marks a case as Unaddressed. A new org-level setting lets admins exclude opt-in responses from triggering the Unaddressed status, so operators only see genuine policyholder follow-up messages in their Unaddressed Messages inbox.

Benefits

• Operators no longer see opt-in "yes" replies in their Unaddressed Messages inbox

• Easier to distinguish true inbound policyholder messages from opt-in flow responses

• Reduces the need for manual workarounds when using the Unaddressed Messages filter

How It Works
Admins can enable this setting from Organization Settings > Inbox. Once enabled, only messages sent after the opt-in flow is complete will mark a case as Unaddressed — the opt-in "yes" reply is ignored by the Address Case feature.

Active Hours Centralized in Organization Settings

Available to: Configurable per organization by System Admins

What's New
Active Hours are now managed in a single, centralized location in Organization Settings, eliminating the need to maintain separate schedules in multiple places. This change is most impactful for carriers using Auto-Resend Welcome Message with Active Hours configured.

Benefits

• Manage business hours for all Hi Marley features from one centralized location in Organization Settings

• Existing Active Hours configurations for Auto-Resend Welcome Messages have been automatically migrated — no data loss, no setup required

• Reduces the risk of mismatched schedules across features

How It Works
Active Hours, which were previously configured within the Auto-Resend Welcome Message settings, have been automatically migrated to the centralized Active Hours configuration in Organization Settings — your existing schedules are preserved exactly as they were. Going forward, Active Hours can only be updated from Organization Settings — the Active Hours field within Auto-Resend Welcome Message settings is no longer available. Any changes made in Organization Settings will apply consistently across all features that observe business hours.

Transcript Readability and Language Improvements

Available to: All carriers

What's New
We've made several refinements to the transcript view to improve readability and expand language support. System messages and participant names now display in black for better legibility, and transcripts now better support Hindi. These updates apply automatically to Case and Customer Transcripts — no configuration required.

Customer Zip Code Now Included in API Responses

Available to: All integrated carriers

What's New
Policyholder zip codes now appear in case responses, policyholder profile lookups, and case-related webhook payloads.

Benefits

• Enables downstream systems to access complete policyholder location data

• Ensures webhook payloads provide consistent policyholder information for integrations

How It Works
The zipCode field is an additive addition to all public API responses that return customer objects — including case creation responses, case details, contact lookups, and all case-related webhooks (CASE_CREATED, CASE_UPDATED, CHAT_BOT_FINISHED). No existing fields or response structures are changed. The field appears only when a zip code is on file for the policyholder.

New Case Status Filter on My Org Insights Dashboard

Available to: Any user with My Org Access including Admin and Analyst roles

What's New
Added an Open / Closed Case Status filter to the My Org Insights Dashboard. 

Benefits
This allows you to filter metrics to closed or open cases. Allows you to understand the metrics at a more granular level and better understand your carrier’s engagement and usage.

How It Works
Select a case status (Open or Closed) at the dashboard level. The filter scopes all relevant tiles, including feature-adoption metrics.

Bug Fixes

Mobile App Notification Badge

• The mobile app notification badge no longer counts cases that have been snoozed or dismissed — the badge now accurately reflects only active unaddressed cases. (Available to: All mobile users)

Email Notifications for Secondary Operators

• Secondary Operators now consistently receive email notifications when assigned to cases — previously, only Primary Operators received these notifications. (Available to: All operators)