System Activity Messages are a record of what happened on a Hi Marley case. They appear directly in the conversation thread alongside your messages and your policyholders' messages, helping you understand important case events without leaving the conversation.
With the redesigned System Activity Messages experience, each message is presented according to what it means. Informational updates stay quiet, activities that need attention stand out, and activity that stays inside your team is clearly identified.
Available to: All customers. Partner System Activity Messages appear when the related partner integration is enabled.
At a glance: Informational System Activity Messages provide context. Partner messages with a yellow background are actionable and may require attention. If a message is marked Internal alert or Only visible to your team, the policyholder does not see it.
How to read System Activity Messages
Most System Activity Messages appear as concise updates within the conversation thread. Their visual treatment helps you quickly determine whether a message is providing context, requires attention, or is visible only to your team.
| What you see | What it means | What to do |
|---|---|---|
| Informational | A quiet record that something happened on the case. | No additional action is expected from you. |
| Actionable partner activity | A Partner System Activity Message with a yellow background. | Review the message to determine what action or response is needed. |
| Internal alert | A System Activity Message intended only for your internal team. | The policyholder does not see this message. |
Common System Activity Messages
System Activity Messages can record many different events throughout the life of a case. Examples include:
| Category | Examples |
|---|---|
| Participants & contact | Participant joined or added, participant removed, contact locked or unlocked, phone number changed |
| Opt-in & opt-out | Opted out across open cases, unsubscribed from a case, caller opted in on the phone |
| Claim milestones | Claim classified as total loss or not, FNOL ended |
| Messaging | Welcome message held for Quiet Hours, restricted inbound file type, inbound call forwarded |
| Surveys | Survey started, completed, or exited |
| AI assistant | When AI assistants are enabled: assistant started, stopped, completed, or escalated; AI marked a case addressed |
| Partner activities | Updates generated by supported partner workflows when the related integration is enabled |
Partner System Activity Messages
Partner System Activity Messages use a dedicated design so you can quickly understand where an update came from and whether it needs your attention.
A Partner System Activity Message can include:
- The partner's name and logo
- An Internal alert label
- The activity title
- A detail line when additional information is available
- An Only visible to your team timestamp
Partner System Activity Messages that require attention are displayed with a yellow background. These messages are considered actionable. Informational partner messages remain grey and typically do not require an additional action from the adjuster.
Customize which partner events are actionable
System Admins can customize which events from an active integration are considered actionable. This determines which Partner System Activity Messages receive the yellow background in the conversation thread.
- Navigate to Admin > Integrations.
- Select the active integration you want to update.
- Find the rule you want to change.
- Open the Actions menu and select Edit rule.
The Edit rule option allows you to update the behavior of an existing integration rule, including whether the associated event should be treated as actionable.
Within the rule settings, configure whether the event should be actionable, then save your changes.
Tip: Consider making an event actionable when an adjuster is expected to review the update, respond, or take a next step. Events that only provide status or context can remain informational.
Internal alerts and policyholder visibility
When a System Activity Message is intended only for your organization, Hi Marley marks it with Internal alert and indicates that it is Only visible to your team. These indicators make it easier to distinguish internal case context from communication the policyholder actually received.
Important: System Activity Messages do not change what the policyholder sees. Your messages and your policyholders' messages are unchanged, and internal activity remains internal.
Historical System Activity Messages
The redesigned experience also applies to past System Activity Messages. When you open an existing case, historical messages are displayed using the updated design so older and newer events are easier to read consistently within the same conversation.
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