Overview
Hi Marley offers an integration with our SFTP site to upload case transcripts and customer media files (files, images, videos).
Insurance Carriers can access the SFTP site with FTP jobs to upload files into their document management system(s).
A reference workflow is available below to learn more.
Implementation Process
This step-by-step process will guide your business and technical teams to discuss how the integration is going to be implemented and initiate a project with the Hi Marley integrations teams. We highly recommend engaging with the following questions and steps within your business and technical team prior to submitting the SFTP Project request form.
1. Answer these questions that will determine how the SFTP integration is implemented.
| Question | Description | Webapp Feature |
| Do you want to process customer media (images/videos)? | Hi Marley can upload the full-size image/video received from the customer. | Inbound Media |
| What filename format do you want to use for media files? |
Files can be generated with a specific format of available Hi Marley elements like referenceID (claimNumber) |
|
| Do you want to process PDF Transcripts? | PDF Transcripts contain all messages from a case at the time it is generated. | Transcripts |
| When should the transcript PDFs be generated into the Hi Marley SFTP site? |
Review the available upload cadences. |
Transcripts |
| What filename format do you want to use for transcripts? |
Files can be generated with a specific format of available Hi Marley elements like referenceID (claimNumber) |
2. Generate an RSA SHA256 SSH Key on the system that will be running the fetch jobs.
3. Reach out to your CSM to initiate a sFTP Integration Project
- Your CSM will work with the Hi Marley Integration team to initiate next steps.
4. Once you receive the SFTP access details for our sandbox (UAT) environment, set up the FTP job in your system to process SFTP files on the desired cadence (e.g. nightly).
Available Upload Cadences
Case Transcript PDF Uploads
- Case Closure: Upload the case transcript every time a case is closed in Hi Marley (via webapp or API)
-
Scheduled Daily or Weekly: Upload transcripts for modified cases every day or week
- Modified cases include cases with new messages, or a state change (open or close)
- Daily upload occurs at 4:10 am UTC
- Weekly upload occurs at 4:30 am UTC on Sunday
- Ad-hoc: Case transcripts can be uploaded to SFTP site via API
Customer Media File Uploads
- Real Time: Upload the file to SFTP when image/video/file is received from customer
- Ad-hoc: Media for a case can be uploaded to SFTP site via API
What do most Carriers choose?
- Most Carriers upload the Transcript on Case Closure
- The entire Chat Transcript for File/Record Completeness
Available Filename Templates
Description
The webhook subscriptions for SFTP uploads include an optional field, format, to generate files with a specific filename formatting.
The format field can be a mixture of static values and elements that are dynamically generated from our database. To generate subdirectories, you can also use the forward slash to in the format field.
SFTP Webhook Example
{
"EVENT_ID": 3,
"format": "${caseData.claimNumber}_${caseData.brand}_${primaryContact.first}_${primaryContact.last}_${currentDateTime}"
}
Element Modifier:
@alphanumeric
The @alphanumeric modifier can be inserted in desired elements such as ${customer.first[@alphanumeric]}. Doing so will drop/eliminate any non-alphanumeric characters within the element.
Element Modifier Example
Without @alphanumeric inserted in $customer.first element:
032a7328-0000-46a9-9362-c386f576bs54_Peggy "peg"_test_89a7th34-ef19-46f1-9ee6-3e44ea13uyt5_1672243418498_case.pdf
With @alphanumeric insert in $customer.first element:
032a7328-0000-46a9-9362-c386f576bs54_Peggypeg_test_89a7th34-ef19-46f1-9ee6-3e44ea13uyt5_1672243418498_case.pdf
Naming Conventions Recommendations
Transcripts:
{
"EVENT_ID": 3,
"format": "Transcripts/${caseData.claimNumber}_${caseData.brand}_${primaryContact.first}_${primaryContact.last}_${currentDateTime}"
}
Media:
{
"EVENT_ID": 15,
"format": "Media/${caseData.claimNumber}_${caseData.brand}_${primaryContact.first}_${primaryContact.last}_${message.createdAt}"
}
If you are interested in both Media & Transcripts to SFTP, we recommend the above Naming conventions which leverage a static Media/ | Transcripts/ which create subfolders in your s3 location to house PDF Transcript in one folder and Medial files in the other.
The ${currentDateTime} for Transcripts ensures that a unique variable doesn't overwrite an existing file in the location if one already exists. We recommend this variable for Transcripts.
- If you would like Transcript files to overwrite, you can remove the ${currentDateTime}
The ${message.createdAt} for Media Files ensures that a unique variable doesn't overwrite an existing file in the location if one already exists. We strongly recommend (require) this variable for Media Files as there can be more than 1 media file in a Marley chat.
Available Elements for Filename Format
Assigned Operator
| Description | Element | Example |
| Name of assigned operator |
${primaryContact.last} ${primaryContact.first} |
John Doe |
| Email of assigned operator | ${primaryContact.email} | johndoe@email.com |
| Mobile of assigned operator | ${primaryContact.mobile} | 5555555555 |
| Role of assigned operator | ${primaryContact.role} | Operator |
| UUID of assigned operator | ${primaryContact.id} |
5a3af0ad-9d72-4a16-872e-e262a330b9a7
UUID
|
Case Data
| Description | Element | Example |
| Reference Number of case | ${referenceId} |
auto-nw-1275934d
Format defined by Carrier
|
| Policy Number of case | ${caseData.policyNumber} |
nrdw-726531-1234
Format defined by Carrier
|
| Claim Number of Case | ${caseData.claimNumber} |
auto-nw-1275934d
Format defined by Carrier
|
| Claim Date of Loss | ${caseData.dateOfLoss} |
2023-04-01T08:33:39.048Z
|
| Claim Deductible | ${caseData.deductible} |
100
|
| Assigned Brand | ${caseData.brand} |
Lovable Insurance
|
Message Data
| Description | Element | Example |
| The UUID of the Message |
${message.id} |
e195e239-6737-4493-a5ff-4967833df905
UUID
|
| The Message type | ${message.type} |
text
|
| Message Format | ${message.formatting} |
ai
|
| The message source | ${message.channelSource} |
ai
|
| The date & time of the message creation | ${message.createdAt} |
2023-11-08T21:52:07.417Z
|
| The date of the message creation | ${message.dateFormatted} |
11-08-2023
|
| The time of the message creation | ${message.timeFormatted} |
4:52:07 PM EST
|
| The author of the message | ${message.author._id} |
93bc6e36-6c7c-49fa-b10f-368a48a1bb46
UUID
|
| The role of the message author | ${message.author.role} |
enduser
|
| The first name of the message author | ${message.author.profile.firstName} |
John
|
| The last name of the message author | ${message.author.profile.lastName} |
Wayne
|
Case Metadata
| Description | Element | Example |
| UUID of Case | ${caseData.id} |
2d434920-d816-4b9b-b2e1-b7772efaf374
UUID
|
| Type of Case (claim,policy,case) | ${caseType} |
claim
|
| State of Case (Open or Close) | ${state} |
open
|
| Case Creation Time | ${createTime} |
2023-03-31T13:19:00.519Z
|
| Case Privacy Setting | ${privacy} |
public
|
Customer Data
| Description | Element | Example |
| Name of customer |
${customer.last} ${customer.first} |
Jane Doe |
| Email of customer | ${customer.email} | janedoe@email.com |
| Mobile of customer | ${customer.mobile} | 5555555555 |
| Customer Opt Status | ${customer.optStatus} |
true
|
| UUID of customer | ${customer.id} |
e318c055-5f42-4e8b-b262-bb275428b0e6
UUID
|
Other Elements
| Description | Element | Example |
| Unix Timestamp indicating when the file/transcript was uploaded to the Hi Marley SFTP Site |
${currentDateTime} |
1665508074157
Unix timestamp
|
Self-Register API
If you already have the API key for your organization, you can self-register the SFTP configuration and SSH key.
- Register public SSH Key with Hi Marley and test access to SFTP Site - More Info
- Subscribe SFTP webhooks that match desired cadence of uploads - Webhooks Overview
- Note: SFTP webhooks support subscribing to upload files with specific filename format and/or PGP file encryption
- Set up FTP job in your system to process SFTP files on the desired cadence (e.g. nightly)
Visit our SFTP-focused Postman page to execute related API calls
Comments
0 comments
Please sign in to leave a comment.