Released to UAT: August 4th, after business hours
Expected release to Production: August 18th, after business hours
Release Contents
- New Features
-
Feature Enhancements
- A Clearer Scheduled-Message Experience
- Flag Outbound API Messages as Actionable
- Copart Total Loss Milestones in the Chat
- Separate Welcome Messages for Inbound vs. Outbound Conversations
- Manage Org Inactivity Auto-Reply from the Features Page
- Clearer, More Intuitive MyTeams Response Time Insights
- Refreshed Emoji Library
- Bug Fixes
New Features
Unite: Unify Your Service Provider Network in One Conversation
Available to: Carriers using Hi Marley's Claims Enhanced Collaboration offering (partner integrations)
What's New
Unite™ is Hi Marley's insurance-specific conversational network. It extends the trusted Hi Marley thread across your service provider network so carriers, adjusters, service providers, and policyholders can coordinate in one place. Claims are often resolved through a complex network of rental, towing, inspection, repair, salvage, and payment providers; for policyholders, that can show up as disconnected texts, unfamiliar phone numbers, and unclear next steps. Unite brings approved service-provider communication into the same conversation policyholders already use for their claim, gives adjusters more visibility into partner activity, and keeps carriers in control of the experience. Unite is launching with a growing list of partners including CCC, Plnar, Hover, Sedgwick, Enterprise Mobility, Agero, and One Inc.
Benefits
For policyholders: clear updates in one familiar thread instead of fragmented outreach from multiple parties.
For adjusters: real-time visibility into service-provider activity, plus the ability to initiate workflows without leaving Hi Marley.
For carriers: expand the service-provider network without added IT lift. Hi Marley manages the partner integrations while controlling which partners are active, which events trigger messages, and how everything reflects your brand and voice.
A consistent, branded view of partner activity, so operators can tell at a glance which partner an update is from.
How It Works
Partner updates appear on a dedicated partner message card within the conversation thread, each labeled with the partner's name and logo so adjusters can see the source at a glance.
Unite reacts to defined provider events, such as a partner task starting or completing (for example, inspection or restoration), appointment scheduling, rescheduling, and reminders localized to the policyholder's time zone — delivering real-time notifications to adjusters and personalized messages to policyholders.
Insurance Professionals can also trigger these jobs to start right from the Hi Marley inbox using Workflow Initiation. Carriers control which partner events trigger insurance professional alerts and which trigger policyholder messages. Insurance Professionals working in their systems of comfort can still trigger policyholder messages and receive updates back in their own workflow. When a Hi Marley case matches a partner's assignment, a data tray surfaces the relevant partner and policyholder information, and partner messages appear directly in the active conversation thread, so adjusters get the full picture without switching systems.
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Protect Policyholders' Overnight Hours with Quiet Hours
Available to: All customers
Editable by: System Admins
What's New
Quiet Hours is now generally available. Carriers can configure organization-level quiet hours so messages are held during a policyholder's overnight hours and delivered when their active hours begin. Operators sending a manual message outside a policyholder's active hours are warned before it goes out.
Benefits
Policyholders no longer receive messages in the middle of the night, improving first impressions and reducing complaints.
Helps carriers stay TCPA compliant by keeping messages within permitted contact hours.
Carriers with overnight or offshore claim entry can operate 24/7 without disturbing policyholders.
Operators get a clear warning before sending outside active hours, with the ability to override for urgent situations.
How It Works
Quiet Hours runs off your organization's Active Hours schedule — set Active Hours to define when messages can send, and Quiet Hours applies outside those hours. It respects each policyholder's local timezone when a zip code is available, falling back to the organization-configured timezone. Automated messages triggered during quiet hours are held and delivered at the start of the next active-hours window. When an operator sends outside a policyholder's active hours, a warning appears with the option to send anyway or schedule for later. Anyone already using Partner Quiet Hours is automatically opted in and now shares the same Active Hours schedule.
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Feature Enhancements
A Clearer Scheduled-Message Experience
Available to: All customers
What's New
The scheduled-message experience has been updated for consistency and clarity. Scheduled messages now appear in a drawer above the message composer, send times display in the policyholder's timezone when their zip code is available, and scheduling controls make it clear when a message will actually reach the policyholder.
Benefits
A single, consistent scheduled-message experience for all users.
Faster visibility into what is scheduled or deferred, without opening a separate modal.
Clear, timezone-accurate send times so operators know when a message will land.
How It Works
Scheduled messages appear in a drawer above the composer, replacing the previous clock icon and pop-up modal. When a policyholder zip code is provided, send times show in the policyholder's timezone with a label; without one, they fall back to the organization-configured timezone. When scheduling outside active hours, unavailable times are grayed out and a single "Send next business day" option replaces the older quick-schedule shortcuts.
Flag Outbound API Messages as Actionable
Available to: All customers (via API)
What's New
Outbound messages sent through the API can now be flagged as actionable. Previously only inbound messages could be marked actionable — this extends the same flag to outbound messages, so the assigned operator or adjuster is notified when a message is sent into a policyholder thread on their behalf.
Benefits
Operators and adjusters receive an unaddressed-case notification when a message is sent into their thread by an external system, so nothing lands silently.
Supports integrations where an outside system starts a message in an existing Hi Marley thread or opens a new case.
How It Works
When a message is sent through the API and flagged as actionable, the assigned operator or adjuster receives an unaddressed-case badge — the same indicator used for actionable inbound messages. This works for both new case creation and existing threads. There is no UI toggle; the integrating system sets the flag on the outbound message.
Example Payload
{
"caseId": "38b4eafb-da44-48a9-a030-f8ce5de8ee9e",
"messageBody":"Example message text",
"source": "ai",
"sendImmediately": true,
"actionable": true
}
Copart Total Loss Milestones in the Chat
Available to: Carriers using Copart Total Loss Assist
What's New
Adjusters now see a status message in the chat when a Copart vehicle reaches a final state — "Cleared for Pickup" or "Cleared for Charges."
Benefits
Adjusters track claim progress without checking Copart directly.
Key milestones land right in the conversation.
How It Works
When Copart marks a vehicle cleared for pickup or cleared for charges, a status message appears in the chat. These messages are adjuster-only; no text is sent to the policyholder.
Separate Welcome Messages for Inbound vs. Outbound Conversations
Available to: Carrier admins with the Service case type enabled
What's New
Welcome messaging now distinguishes between conversations a carrier starts and conversations a policyholder starts. Existing templates are preserved as outbound, and a new inbound flow can be configured separately at the organization level — both managed from a single Welcome Messaging card on the Service case type configuration screen.
Benefits
Policyholders who text in first no longer receive a welcome message written for outreach they never got — each message matches how the conversation actually started.
Easier to maintain welcome messaging going forward, for carriers and internally.
Lays the groundwork for streamlining opt-in on inbound conversations.
How It Works
Existing templates are now designated outbound and behave as they do today; a new inbound flow with its own templates is configured at the organization level. Inbound applies to Service in this release, with the structure built to extend to other case types later.
Manage Org Inactivity Auto-Reply from the Features Page
Available to: All organization System Admins
What's New
Organization-level inactivity auto-reply can now be configured directly from the Feature Configuration page, alongside your other feature settings. It's enabled by default for new organizations (and otherwise reflects your existing settings).
Benefits
Self-service visibility and control over organization-level inactivity auto-reply.
Managed centrally on the Features page instead of behind the scenes.
How It Works
Go to Settings → Organization → Features, find Org Inactivity Auto Reply under the Messaging category, toggle it on, and select Configure to fine-tune the auto-reply settings.
Clearer, More Intuitive MyTeams Response Time Insights
Available to: All customers with MyTeams Insights
What's New
MyTeams Insights reporting has three updates. Median response times are now scoped to your selected date filter, dashboard navigation uses native tabs instead of a custom panel, and dashboards load faster and more consistently — with data now refreshed on a regular hourly cadence in place of the previous real-time refresh.
Benefits
Median response time reflects only the period you're looking at, so the number matches your filter instead of pulling in responses from outside the window — making it easier to interpret and coach to.
A cleaner navigation experience.
Reports open quickly and reliably, with data refreshed every hour to stay current.
How It Works
When you set a date filter, median response time now counts only operator responses that fall within that window, rather than every response in a case. The view selector has moved from a custom panel beneath the dashboard filters to a native tab interface — same functionality, new location and style. Dashboard data refreshes on an hourly cadence, so reports load quickly and consistently — expect insights to update once per hour.
Refreshed Emoji Library
Available to: All customers
What's New
The emoji library in the application has been updated, refreshing the set of emojis available to operators so they align with current emoji standards.
Bug Fixes
API
The Invite Participant API now enforces the same relationship roles as the web app, so participants can no longer be invited with an invalid relationship value. Relationship remains optional and can still be omitted. (Available to: All customers via API)
Integrations
Verisk (XactAnalysis®) synced notes now show the correct send time — notes previously displayed a shifted timestamp, and each note now reflects the time the message was actually sent. (Available to: organizations with Workflow Assist™ with XactAnalysis®)
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