Key Terms
Key Terms
Required to know for this article specifically:
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Account owned by the Business
Business User = An individual account within a Hona Business Org
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. Which Hona features and settings are accessible to each User is determined by their User Role.
Client = Client of the Business
End-user of Hona Client and its features
Lead = potential client of the Business
Hona Client/Lead = Hona Portal interface where Clients and Leads can interact with Hona features
Business Users build Hona Portal features in their Hona Business Org
Important to know in general:
"Project" is used interchangeably with "case" and "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = 2-way messages sent through Hona's 2-Way Messaging feature (typically sent via text)
Notifications = messages sent to the Client to notify them of Hona features you have configured (Project Type case updates, Forms, E-Signature requests, Review requests, etc). These are sent based on the Client's Notification Preferences.
What is Hona's Lead Capture Chatbot?
What is Hona's Lead Capture Chatbot?
The Lead Capture Widget is Hona's powerful chatbot tool that helps law firms convert more website visitors into qualified leads. With video messaging driving up to 65% higher conversion rates and instant response capabilities, Lead Capture helps you engage potential clients when they're most interested. This guide will walk you through the complete setup process.
To learn more and see visual examples, visit Getting Started: Leads.
Goal
By the end of this article, Business Users will be able to fully set up and customize Hona’s Lead Capture Chatbot on their Business’s website—from building tailored qualifying questions to embedding the widget and enabling it live. This ensures the Chatbot is configured to engage visitors instantly, capture high-quality Leads, and reflect the firm’s professional brand and tone.
Overview of Steps
1. Create Chatbot Form
From the side-bar in your Hona Business Org, select Leads → Chatbot Forms
"Required" vs "Optional" Questions
"Required" vs "Optional" Questions
Required = Gathers basic contact information and are required for the Lead to submit to officially become a Lead in Hona. Configured automatically in your Chatbot Form but can be edited.
Optional = Questions configured by you to gather additional information. Not required for the contact to become a Lead in Hona, but helpful for the Business.
In this tab you will see the "Chatbot Form" attached to your Chatbot. This Form will include the Required Questions the Chatbot always asks to gather basic contact information (First Name, Last Name, Phone Number, Email Address):
If you enable your Chatbot now, you will collect basic contact information of Leads captured from your website. If you would like the Chatbot to collect more information than this, continue reading.
Add all Optional Questions. These will help your understand what services the Lead is seeking from you, and you will find most value by configuring these questions to align with what you usually ask for case qualification.
What questions should I add?
What questions should I add?
We typically do not suggest adding more than 3-5 Optional Questions. If the Form is too long, your Lead will not take the time to submit it in full. Outside of the Required Questions, some optional questions we suggest are:
Type of Legal Matter
Date of Incident
Description of Case
Insurance Information
How They Found Your Firm
If you need help building your Chatbot Form, please visit How to Build a Hona Form.
2. Configure Chatbot Settings
Now that you have decided what you want your Chatbot to ask, you will decide what you want your Chatbot to look like on your website.
From the side-bar in your Hona Business Org, select Leads → Chatbot and fill out each field to configure your Chatbot settings.
What should I put in ___ field?
What should I put in ___ field?
Chatbot Form
Choose which Chatbot Form you would like your Chatbot to display.
Video
If you would like an introductory video to appear in the widget on your website, this is where you will upload that video.
Select "Drag and drop or click to upload a video"
Upload a high-quality MP4 video (recommended length: 30-60 seconds)
Select or upload a thumbnail image for your video
Avatar
Choose the image that you would like displayed in your collapsed Chatbot. Once the Chatbot is clicked and opened to the expanded view, your video (if provided) will be displayed.
Maximum file size: 10 MB
Helper Text
Choose what the text to the left of the Chatbot says. Good suggestions are "Looking for a Lawyer?" or "Free Case Evalutation"
Default Submission Message
Choose what message should be displayed to the Lead in the Chatbot after they finish submitting their Form answers. This will only display is a "Custom Submission Message" is not added to the Chatbot Form attached.
Chatbot Color
Choose a color for your Chatbot that matches your website.
Phone Number
If provided, the phone number entered here is displayed at the top of the Chatbot for the visitor to contact. It has a click-to-call functionality, allowing Leads to instantly connect with your firm. Our suggestion is to choose the number that you would prefer Leads to be forwarded to.
3. (Recommended) Test Your Chatbot
As you configure your Chatbot, you will see a preview of what it looks like in the bottom right-hand corner of the page. We recommend testing your Chatbot a few times to finalize any edits to your Chatbot questions or visuals.
4. Embed Code Snippet on Website
Congratulations, you have built a Hona Chatbot! All that is left is putting it on your website and turning it on.
To add your Chatbot to your website:
Locate the code snippet at the bottom of the Chatbot page in Hona
Copy the provided code
Add the code to your website's HTML, ideally just before the closing </body> tag
For specific integration help with your website platform, contact your website administrator or representative. Hona Support will be happy to offer guidance, but website management is the responsibility of the Business.
5. Enable Chatbot in Hona
Once the code is embedded on your website, the last step is to turn the Chatbot on in Hona!
Scroll to the top of the Chatbot page in Hona and switch the toggle to Chatbot is Enabled. Don't forget to save!
To verify this worked, visit your website and refresh the page. Sometimes it may take a few minutes for the Chatbot to appear after enabling.
FAQs
Do I need to add a question to my Chatbot Form that gathers consent for SMS Messaging?
Do I need to add a question to my Chatbot Form that gathers consent for SMS Messaging?
No, Hona does this automatically. After the Chatbot collects number, it will ask the Lead if they consent to receiving SMS messages. This is required by regulations, and Hona tracks whether contacts have agreed to receive text communications.
Why would a Business have multiple Chatbot Forms if only one can be displayed in the Chatbot at a time?
Why would a Business have multiple Chatbot Forms if only one can be displayed in the Chatbot at a time?
jIf you want to edit an existing Chatbot Form, we do not recommend deleting or editing existing questions, as this will also delete any data captured previously in these questions. Instead, we suggest duplicating your existing Chatbot Form and then editing the questions there, and then changing what Form is displayed through these settings. This will ensure you do not lose any previously captured data.
Do you have any tips for creating my Chatbot's video?
Do you have any tips for creating my Chatbot's video?
We have a whole support article! To learn more, please read Best Practice: Lead Capture Widget.
Conclusion
When configured effectively, Hona’s Lead Capture Chatbot transforms website visitors into qualified Leads by providing an interactive, on-brand experience that encourages immediate engagement and drives new client conversions. For any questions or concerns, chat with our support team or reach out to us directly at [email protected].