What this article helps with: Understanding what drip notifications are, how to set them up in Hona, and best practices for using them effectively to automate client communication within a project phase.
Who this is for: Firm admins configuring automated client messaging for specific project phases.
When not to use this article: If you need to understand all types of client-facing notifications (not just drips), see End User (Client) Notifications. If you want to disable notifications entirely, see How to Disable Hona Client Notifications.
What Are Drip Notifications?
Drip notifications are pre-written messages that are automatically sent to clients based on a timed schedule — triggered within a project phase. You can use them to:
Proactively update clients on project progress
Reduce client questions and check-ins
Provide helpful information at key stages
Automate repetitive communication
Drip messages are sent to the client's preferred contact method (text or email).
How to Set Up Drip Notifications
To set up a Drip Notification, follow these steps:
Navigate to Company Settings
Select Project Types
Select the phase you would like to set up the Drip Notification on
Scroll down and click on Other Settings
Scroll to the Drip Notifications section and select the green Add Notification button
Fill in the form that appears to create the Drip Notification
The form includes the following fields:
Recurring: Determines if the message will go out as a one-time message, or multiple times over a selected period of time.
Interval: Determines when the notifications will begin and how often they will be resent if set to recurring.
Notification Text: The message that will be sent to the client. The "Pipe Text" option allows you to auto-fill certain information — like the client's First and Last Name — to give a more personalized message.
Best Practices for Drip Notifications
Keep messages short and client-friendly: Use plain language and avoid technical jargon.
Space messages appropriately: Avoid overwhelming clients — spread messages out in a way that matches your project timeline. Drip notifications are most effective for phases that last a long period of time.
Personalize your content: Use Pipe Text to include the client's name or project name for a more personal feel.
Review before enabling: Check the timing and tone to ensure it aligns with your client experience goals before activating.
Example Use Cases
Treatment Reminders: Send a series of helpful texts to ensure the client continues to receive treatment for their injuries.
Case Timeline Updates: Send reminders of expected timelines if their case spans multiple weeks or months.
Troubleshooting: Drip Notifications Not Sending
Drip notification not sending at the expected time: Confirm the interval and timing are configured correctly in Company Settings → Project Types → [Phase] → Other Settings → Drip Notifications. Drip timing is relative to when the client entered the phase, not when the notification was created.
Client is not receiving the drip message: Verify the client's phone number or email is valid in their Hona contact record. If the client has notifications disabled, drip messages will not deliver. See Notification Settings - Troubleshooting.
Drip message did not send because client already moved phases: Drip notifications will not send if the client has moved to a different phase before the scheduled send time. This is expected behavior — the notification is only relevant while the client is in that phase.
Need Help?
If you need assistance with drip notifications or want to explore use cases specific to your firm, reach out to us at [email protected].