Overview
What is Workflow Assist?
Need Help Getting Started?
Case Matching: How We Link Claims
Automated Messages Based on XactAnalysis Events
Multi-Party Texting
Handling Duplicate Events
Desk Adjuster as Primary Operator
Logging Texts in XactAnalysis
Media Syncing from Hi Marley to XactAnalysis

Overview

Workflow Assist™ with XactAnalysis® helps adjusters keep policyholders informed by sending automated updates based on activity in XactAnalysis. These texts are sent through Hi Marley and reduce the need for follow-up calls or manual outreach.

What is Workflow Assist?

Workflow Assist is a Hi Marley solution that integrates with XactAnalysis to automatically message policyholders when key claim milestones occur. It simplifies communication, boosts transparency, and helps manage expectations—without extra work for your team.

Need Help Getting Started?

If you're ready to enable Workflow Assist or want to review your current setup:

Reach out to your Account Manager (AM) or Customer Success Manager (CSM). They’ll walk you through the process, help you configure your automated messages, and make sure your Data Sets are connected correctly.

Have questions about case matching, media syncing, or message customizations? Your Hi Marley team is here to help.

Case Matching: How We Link Claims

Hi Marley matches cases from XactAnalysis using key claim details. A strong match rate ensures the automation works as expected.

We match on:

Claim number
Insured’s first and last name
Insured’s phone number

Property Claim Data Tray

When a match is made, you'll see a new Data Tray on the right side of the Hi Marley case view. This is where real time data from XactAnalysis to show within Hi Marley so adjuster can be informed and have an easy link back to that Assignment

This includes:

A clickable link to the XactAnalysis assignment
Loss location
Type of loss
Assigned parties

Automated Messages Based on XactAnalysis Events

When certain events happen in XactAnalysis, Hi Marley can automatically send SMS updates to the insured. These messages are mapped to specific Data Sets and can be turned off or customized.

XactAnalysis Event	Staff DataSet	Independent DataSet
Desk Adjuster Assignment	X	X
Staff/Field Adjuster Assignment	X
Independent Adjuster Assignment		X
Appointment Scheduled	X	X
Site Inspection Completed	X	X
QA Approved	X	X
Job Started		X
Job Completed		X

XactAnalysis Event Triggers

Time Zone Support

Messages are adjusted to reflect the policyholder’s local time zone—not Mountain Time, which XactAnalysis defaults to.

Make sure each adjuster’s time zone in XactAnalysis is correctly set. By default, it uses Mountain Time.

Reminders

If an appointment is scheduled, the insured receives a reminder 24 hours in advance.

Multi-Party Texting (MPT)

Multi-Party Texting (MPT) allows adjusters to bring additional participants—like spouses, property managers, or trusted contractors—into a single text thread with the policyholder.

🔍 Note: MPT is not included in the Essentials package. If you're interested in enabling this feature, you can learn more about Multi-Party Texting here or reach out to your Account Manager to explore next steps.

This feature is enabled at the organizational level.

Handling Duplicate Events

Sometimes, a Verisk™ event is triggered more than once (like a rescheduled appointment). You can customize or disable messages for these repeat events.

Example: A second appointment message can say “Just a heads-up—your appointment was rescheduled.”

XactAnalysis Event	Staff DataSet	IA DataSet
New Appointment Scheduled	X	X
Additional QA Approved	X	X
Site Inspected Again	X	X
Desk Adjuster Reassigned	X	X
Staff/Field Adjuster Reassigned	X
IA Reassigned		X

Duplicative Events Table

Desk Adjuster as Primary Operator

Hi Marley can automatically assign the Desk Adjuster listed in XactAnalysis as the Primary Operator in Hi Marley, keeping communication streamlined.

Logging Texts in XactAnalysis

Each automated message sent from Hi Marley is also logged as a note in the corresponding XactAnalysis case. This is especially helpful for IA teams who may not have direct Hi Marley access.

Each note is clearly labeled:
“Text Message Sent from Hi Marley”

Media Syncing from Hi Marley to XactAnalysis

Adjusters can easily upload photos shared by the insured into XactAnalysis—directly from Hi Marley. This makes it faster for all parties to access key visuals, especially in IA workflows.

Frequently Asked Questions

Can we customize the Verisk status triggers?
- Yes. Workflow Assist can automate notifications based on events in XactAnalysis. Your Hi Marley team can configure which XactAnalysis events trigger automated messages to policyholders.
Can we customize the messaging wording?
- Yes. Carriers control the wording of automated messages sent through Workflow Assist. Message templates can be configured during setup to align with your communication standards.
Can we include both the IA and desk adjuster in messaging?
- Desk adjusters can view messages directly in Hi Marley.
- Independent adjusters receive automated notifications in their XactAnalysis dataset.
- Independent adjusters typically do not access Hi Marley directly.
Can we pause the property process?
- Yes. Carriers can choose to enable or disable specific automations at any time through Hi Marley integration settings. This typically requires admin-level permissions.
Is Xactanalysis pulling information from Xactimate assignments?
- Workflow Assist integrates with XactAnalysis, not directly with Xactimate. Most carriers send assignment and claim data from Xactimate into XactAnalysis, where actions and events can trigger automated messaging through Hi Marley.

Questions?

Reach out to your CSM or AM if you’d like help configuring automated messages or enabling Workflow Assist.

Workflow Assist™ with XactAnalysis®

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