Manually lock out a customer

To protect Hi Marley users from spam, fraud, or belligerent policyholders, we've rolled out the ability to manually "lock out" a customer. 

You can access this option from the Actions dropdown in the Inbox tab. 

”The lock out feature is intended to protect users from potentially belligerent policyholders. Once lock out is enabled, new inbound messages will be received but the content of those messages will be blocked. 

Hi Marley recommends not using the opt-out customer feature on the same case as a locked out policyholder, because the opt-out functionality is in place to protect policyholders who don’t want to receive any additional outbound messages.”

A customer who is locked out will no longer be able to send inbound messages. You will be able to create an additional case associated with this number if needed, but you will need to unlock the customer in order to continue communicating with them on either the original case or any new cases. 

Once a customer is locked out, you will see a red tag "LOCKED OUT" tag on the case in your chats list and the text box at the bottom of the case will be covered up by an explanation that the customer associated with that case is locked out. 

How do I unlock a customer? 

You can unlock a locked out customer at any time by accessing any case associated with the locked out customer and choosing the "Unlock Customer" button. This will automatically send the customer a new welcome message and will allow you to once chat back and forth with this customer.