Multiple Contacts on a Case
Properly managing multiple contacts on a case ensures all relevant parties receive accurate updates and have clearly defined roles. The integration between NEOS and Hona streamlines this, but precise mapping and synchronization are critical.
NEOS<>Hona Contact Mapping
Please Note, you will need to contact [email protected] or your account manager prior to setup to ensure the necessary features have been enabled to continue.
*The first listed Party Member in Hona will always get brought in as the “Main Contact” on the case, regardless of the current “Relationship” field value
Creating Roles for Multiple Contacts
Navigate to Company Settings -> Contact Roles
Click the “+” button in the top right corner to create a new contact role
Add the name of the role as it will be displayed in Hona (this is not client facing) (#1 in image below)
Add all values from NEOS that you would like Hona to map to the role (#2 in above image)
This will come from the Case/Intake -> Party -> Relationship field in NEOS
Choose whether or not to allow this role to opt out of automatic updates (#3 in above image)
Adding Additional Contacts to the Hona Project
Once your Contact Roles are mapped, navigate to a case with multiple contacts in NEOS and open the Chrome Extension
Press “Actions” -> “Sync Updates” to bring in the most recent case/party information from NEOS into Hona
Ensure that your additional Party in NEOS has a Relationship value that is mapped to one of your Contact Roles
Quick recap of Steps for Effective Mapping:
Identify Main Contact:
Always place the primary client in the first Party position in NEOS to ensure accurate Main Contact identification in Hona.
Creating and Mapping Contact Roles:
Navigate to Company Settings → Contact Roles.
Click the "+" button (top right).
Clearly name the role for internal use.
Map each Hona role to the corresponding NEOS relationship labels
Decide if contacts in each role should automatically receive updates or if opting out is permitted.
Syncing Contacts from NEOS: This will happen automatically during the nightly sync. Use this to pull contact updates over immediately.
Open the case in NEOS.
Open the Hona Chrome Extension, click Actions → Sync Updates.
Verify each party’s relationship value aligns with roles created in Hona to ensure correct mapping and updates.
Best Practices:
Regularly audit your mappings to accommodate changes in party relationships.
Train staff on properly ordering contacts in NEOS to reduce syncing errors.