Meridian Benefits Group
Partner Configuration Center
Configured by authorized administrators — launch and manage a branded support workflow without a custom engineering build.
Branding & tone
Brand name
Meridian Benefits Group
Logo
Primary brand color
Conversational tone
Program / benefit catalog & call-to-actions
Benefits Navigator consultation
Connect with a benefits navigator for individualized guidance.
Program comparison tool
Compare available program options side by side.
Priority support line
Reach a specialist directly for urgent requests.
Financial wellness check-in
Schedule a check-in with a financial wellness specialist.
Approved Knowledge & Policy Library
The AI only draws on sources approved here — nothing else informs a member-facing answer.
Meridian Benefits Overview Guide
Program Guide · Owner: Benefits Communications Team · Last reviewed Aug 1, 2026
Employment Status Change FAQ
Approved FAQ · Owner: Benefits Communications Team · Last reviewed Aug 10, 2026
Enrollment Policy v3.2
Policy Document · Owner: Compliance Team · Last reviewed Jul 15, 2026
Legacy Response Template Set
Response Template · Owner: Member Experience Team · Last reviewed Mar 1, 2026
Escalation & routing-rule builder
Rules run in order. Turn a rule off to route those requests through the default queue instead.
Individualized eligibility or enrollment guidance requested
Routes to Benefits Navigator Team · SLA: Respond within 4 business hours
Member expresses a financial hardship or urgent timing constraint
Routes to Priority Specialist Queue · SLA: Respond within 1 business hour
General program information request
Routes to No escalation — approved informational response only · SLA: Not applicable
Repeat contact on the same topic within 7 days
Routes to Senior Specialist Review · SLA: Respond within 2 business hours
Guided intake questions
What would you like help with today?
Free text · Required
Which program or benefit does this relate to?
Single select · Optional
Has anything changed recently that's relevant (employment, life event, etc.)?
Free text · Optional
Is there a deadline or timing constraint we should know about?
Free text · Optional
How would you prefer to be contacted if a specialist follows up?
Single select · Optional
Roles & permissions
Partner Administrator
- · Configure branding and programs
- · Manage routing rules and SLAs
- · View partner-level analytics
- · Manage content source approvals
Specialist Reviewer
- · View and act on assigned queue items
- · Send approved responses
- · Reassign and escalate cases
- · Flag interactions for quality review
Platform Operations
- · View governance and audit controls
- · Manage prompt and policy versions
- · Monitor model/response indicators
- · Manage retention and consent settings
Member
- · Start guided support conversations
- · View own request history
- · Request data deletion
Integration placeholders
Example Policy: integrations are configured by authorized administrators before a workflow can route data automatically.
CRM Platform
CRM
Case Management System
Case Management
Knowledge Base
Knowledge Base
Microsoft 365
Productivity
Contact Center Platform
Contact Center