Getting Started - User

Table of Contents

Introduction
Value - What's in it for me?
Access - Account Activation
Cases - Creating Cases
Messages - Sending Messages
 

Introduction

When you have completed this Getting Started document, you will have all of the knowledge and know-how that you need to begin your journey in Hi Marley. You'll be surprised how simple and easy it is - you will be up and running in no time! If you run into any snags along your journey, please contact your reporting manager or reach out to Hi Marley at [e-mail].

This article series introduces the core functionality of Hi Marley in a quick, digestible format. These five short reads cover five key topics: Value, Access, Cases, Consent, and Messages.

 

Value - What's in it for me?

Think of Hi Marley as your shortcut to better communication—with less friction.

Texting through Hi Marley means fewer voicemails, fewer missed calls, and faster progress for everyone. It’s not just about convenience—it’s about clarity and consistency. Adjusters who use Hi Marley the right way see reduced cycle times, a drop in call volume, and an increase in happy customers who actually say so (we’re talking real 5-star feedback).

You don’t have to text constantly—but when you do, it should count. That’s the mindset.

 

Access - Account Activation

Activating your account is the essential first step toward enjoying faster and more convenient communication. This initial step ensures that your account is fully set up and ready to provide you with a seamless communication experience.

Table of Contents

Introduction
Article Objectives
What is Marley Authorization?
What is Single Sign On (SSO)?
Which Method Should I Use?
Marley Authorization - How to Activate an Account
SSO - How to Activate an Account in Google Chrome
SSO - How to Activate an Account in Microsoft Edge

 

Introduction

Welcome to Hi Marley! Before you can start connecting with customers through the web application, you’ll need to activate and access your account. Don’t worry — it’s a quick and simple process, and this guide will walk you through every step.

 

Article Objectives

• What Marley Authorization and Single Sign-On (SSO) mean
• How to tell which sign-in method your organization uses
• Step-by-step instructions for activating your account through either method
• Browser-specific tips to ensure a smooth login experience

By the end, you’ll be ready to log in confidently, start communicating, and make the most of Hi Marley from day one.

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What is Marley Authorization?

Marley Authorization is the first of Hi Marley's two sign in methods.

If your organization has the Marley Authorization, all users will receive an activation welcome email from Hi Marley. After setting their password in the account activation process, users can proceed to chat.marley.ai to sign in.

 

What is Single Sign On (SSO)?

Marley Authorization is the second of Hi Marley's two sign in methods.

If your organization has the SSO Integration, all users will access Hi Marley's web app using the the same email address and password that they use to log into your insurance organization's applications. 

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Which Method Should I Use?

Depending on how your organization is set up, you’ll sign in one of two ways:

• Creating a password through a Welcome Email from Hi Marley
• Logging in through your company’s secure system using Single Sign-On (SSO). Both methods get you to the same place — your Hi Marley dashboard — where you can start sending messages and managing conversations with ease.

If you’re unsure which applies to you, please check with your supervisor, administrator, or Customer Success Manager. Single Sign-On is an integration between Hi Marley and your organization’s internal user management system.

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Username & Password

1. Open your email client (Outlook, Gmail, etc.)
2. Locate the Hi Marley Welcome Email sent from [e-mail]
3. Click Activate Hi Marley Account.
   • If you don't see an email from [e-mail] in your inbox, consider checking the spam or junk folders in your email client to be sure that the email has not been sorted incorrectly
   • If your activation email has expired, please contact [e-mail] and a member of our Support Team would be happy to assist you!

4. Complete the prompts to create a new password, repeat the new password, and select a security image.
5. When complete, click Create My Account.

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Single Sign-on (SSO) - Google Chrome

1. Open chat.marley.ai in Google Chrome
2. Click the dot & dash icon in the search bar
3. Toggle ON Pop-ups & redirects
4. Toggle ON Sound 
5. Click Reload to apply your permission changes

6. Type your company email address into the text field
7. Click [Login] - this will redirect you to a new website

8. Type your email address and password that you use to
   access your organization's applications.

   After completing prompts on your screen, you will be signed into Hi Marley!
    

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Single Sign-on (SSO) - Microsoft Edge

1. Open chat.marley.ai in Microsoft Edge
2. Click the padlock icon in the search bar
3. Click the Pop-ups & redirects drop-down menu
4. Select Allow
5. Click the chat.marley.ai tab to return to
   the Hi Marley login screen
6. Click Refresh

7. Type your company email address into the
8. Click [Login] - this will redirect you to a new website
9. Type your email address and password for your organization's applications.

After completing prompts on your screen, you will be signed into Hi Marley!

Cases - Creating Cases

Use Hi Marley for everything—but not for every thing. Every claim deserves a case, but not every moment deserves a text message. A case keeps you ready to connect when communication adds value.

Before you can create cases, you must first complete account activation steps here.

How to Create a Case

1. Navigate to Hi Marley's website
   1. If the Create Case button appears on the top right → Step 3
   2. If the Create Case button does not appear → Step 2
2. Click Cases in the navigation bar
   1. If the Create Case button appears → Step 3
   2. If you see the message below, proceed to your system of record to create your Hi Marley case. You may contact a Hi Marley administrator at your organization for more information

3. Click Create Case button
   1. Type the end user's mobile phone number.
   2. Type the end user's First Name, Last Name, and Email (optional)
   3. Chose a Customer Language (optional).
      1. The default language is English and can be changed in after case creation at any time.
   4. Enter Zip Code and Email (optional)
   5. Specify the Contact Case Role
      1. Claimant, Insured, Injured Worker, Agent, Other

4. Click Select Case Type
   1. Claim, Policy, General
   2. Fill out remaining fields with an asterisks (other fields are optional)
   3. Click Create Case to send the automated Welcome Message to the end user.
5. Go to the Inbox on the left hand panel to begin the conversation!

When the end user has responded Yes to the automated Welcome Message, you may continue the conversation with them!

 

Consent - Facilitating Opt-in

Every text should feel invited — never intrusive.

Before sending that first text, get your customer’s go-ahead. It’s simple, respectful, and sets the right tone for the conversation.

Overview

How to Facilitate Opt-in

Ask the customer if they would like to receive text updates and make sure to document their response accurately. To initiate this process, create a case. Doing so will generate an automated welcome message:

Example welcome message

“Hi [Name], thank you for reporting your claim [#]. Please reply YES if you agree to receive text messages and to review our terms and privacy policy (link). Message and data rates may apply. Message frequency varies. Reply STOP to opt out or HELP for assistance.” (This message is adapted from the workflow guide.)

After sending this message, it is important to wait for the customer to reply with a YES before sending any further text communications. Until you receive this explicit confirmation, no additional texts should be sent. 

Why Opt-in Matters

Obtaining opt-in from customers helps them feel engaged and involved in the communication process rather than simply being passive recipients of messages. This two-way interaction fosters a sense of participation and respect.

Additionally, securing opt-in ensures that all communications remain compliant with legal and regulatory standards. Customers are clearly informed that they are consenting to receive text messages, which promotes transparency and clarity.

Gaining opt-in early on builds trust with customers. When customers understand why and how they are being contacted, it reduces confusion and the likelihood of negative reactions such as “Why did they text me?” This trust is essential for maintaining a positive relationship and effective communication.

 

Messages - Sending Messages

Texting through Hi Marley keeps claims moving and customers informed. Start simple — a clear, friendly message goes a long way toward building trust from the very first interaction.

Sending Your First Messages

Start by introducing yourself clearly. Make sure to confirm the customer’s full name and explain your role in the claim process. This helps establish trust and sets a professional tone from the outset.

Acknowledge any recent communication such as phone calls, emails, or updates the customer might have received. Recognizing previous interactions shows attentiveness and continuity in your communication.

Clearly outline the next steps involved in the process, whether that includes scheduling inspections, providing estimates, or arranging callbacks. Giving the customer a clear understanding of what to expect helps reduce anxiety and confusion.

Share relevant photos, forms, or documents only when they add value or clarity to the conversation. Avoid overwhelming the customer with unnecessary attachments, but provide helpful materials when they support the claim process.

Confirm completion of key milestones such as when repairs have been finalized or payments have been processed. This confirmation reassures the customer that progress is being made and that the claim is moving forward.

Encourage the customer to ask questions at any point to maintain an open and transparent dialogue. Inviting questions helps clarify any uncertainties and fosters a collaborative relationship.

Considerations When Sending Messages

Here are a few things to consider when you're sending messages:

1. Every text message has the potential to advance the claim process!
2. Text messaging serves as an essential tool to keep all parties connected and well-informed throughout the claim process. However, it’s important to remember that while speed is valuable, the clarity of your message and the tone you use are equally critical. Clear communication helps avoid misunderstandings and ensures that everyone involved stays on the same page.
3. Each text you send should be purposeful, moving the claim one step closer to a successful resolution. Whether you’re providing updates, requesting information, or confirming details, your messages should contribute meaningfully to the progress of the claim.
4. By keeping your messages short, friendly, and focused, you make the entire claims process feel straightforward and manageable for both you and your customer. This approach not only improves communication but also enhances the overall customer experience.