Number Pooling

Hi Marley uses a unique "number pool" system to assign phone numbers to conversations. Functionally what this means is that each instance of Hi Marley is automatically created with 5 new Hi Marley numbers that form your "number pool".

The Number pool size determines the total number of conversation threads that can be active for one customer at any given point.   

To increase the Number Pool count, please reach out to your CSM. If a Policy Holder / Claimant had multiple active conversation threads at any point, Number pooling would ensure that each conversation would originate from a different Marley Number. 

Whenever a operator begins a new conversation with a policyholder, such as an adjuster having a claim related discussion with a member, a number from the pool is assigned to that conversation for the duration of the conversation.

A few advantages to this approach:

It ensures all text communication is happening over the same number while allowing any number of participants to join/leave. You can add internal participants, such as changing adjusters if one goes on leave, to the conversation but all text communication remains centralized on the same number that the conversation started on.

It ensures that all communication is meaningfully compartmentalized. With every conversation being created on a separate, dedicated number there is never confusion about what is being discussed and previous context is not lost.

It ensures that members know what numbers they can trust. Having a defined number pool that can be shared with members in advance means that there won't be any confusion around the legitimacy of a number that is texting them and eliminates opportunities for external bad actors trying to phish for information.