What this article helps with: Sending and managing 2-Way Messages with clients in Hona — including how to access messaging threads, send text and files, use message templates, flag conversations, and understand how messaging logs to your CMS.
Who this is for: Firm staff and admins using Hona's 2-Way Messaging feature day-to-day.
When not to use this article: If 2-Way Messaging is not yet enabled in your org, start with Getting Started: 2-Way Messaging. If you are not receiving message notifications from clients, see Configuring Business User Notification Settings.
Key Terms
Key Terms
What do you mean when you say...
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Org managed 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.
Client = General term for the end-user of the Hona Portal. Also used to differentiate between an active Client of the Business and a...
Lead = potential Client of the Business. This term is specifically used when necessary to separate end-users if utilizing Hona for both Clients and Leads. You can safely assume that features which are usable for Clients can also be utilized for Leads, unless stated otherwise.
Hona Portal = Digital interface where Clients interact with Hona features configured by Business
Good to know Hona terms:
"Project" is the Hona term used to define "case" or "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = Back and forth text messages between Business and Lead/Client, delivered through Hona's 2-Way Messaging feature
Client Notifications = Alerts sent to Clients to notify them of Hona features configured by Business.
Business Notifications = Alerts sent to Business Users to notify them of Clients engaging with the Hona features configured by the Business. Each Business User has their own Notification Settings.
Overview
Hona's 2-Way Messaging makes it simple for your Business to securely communicate with Clients directly from their Project in Hona, and then have that information push into their case in your CMS. Whether you're sending updates, requesting documents, or answering quick questions, Messaging keeps all communication organized, tracked, and tied to the right case or matter in your CMS.
This guide walks you through how to access a Client's Messaging thread in Hona, send messages and files, and use helpful features like templates, flags, and archiving.
Steps
Open Contact's Messaging Thread in Hona
Send Message
Verify your Notification Settings
1. Open Contact's Messaging Thread in Hona
Every contact in Hona can have their own Messaging thread.
If the contact only exists in Hona and is not associated with a Project yet, the data will only store locally in Hona. You will access their thread through the Conversations tab.
If the contact is a Client with a Project in Hona, their Messaging thread will associate with both their Client contact in Hona and their Project. This ensures the data pushes and stores in your CMS correctly. If a Client has multiple Projects, you can see their full messaging history in one thread — switching between Projects only determines which case you want message history stored in going forward in your CMS.
There are 4 ways to access a contact's Messaging thread:
In your CMS: Through the Browser Extension
In your CMS: Through the Browser Extension
The Hona Browser Extension is configured to automatically display a Hona Project when you have its correlating case open in your CMS. To access a Client's Messaging thread using the Browser Extension, open their case in your CMS and then open the Browser Extension — it will automatically display the details of their Project in Hona.
If the wrong Project is being displayed in the Extension after opening the correct case in your CMS, refresh your browser and open the Extension again. Make sure you are inside the Client's case details in your CMS — not the Client's contact details.
Once inside the Client's Project in Hona, access their Messaging thread by selecting Tabs → Messages.
In Hona: Through Incoming Notifications
In Hona: Through Incoming Notifications
In the top right-hand corner of Hona Business, you will see a messaging icon showing the number of your unread messages. Clicking on this notification displays a list of Projects with unread messages. Clicking on a Project name takes you directly into that messaging thread.
If you need help changing your Notification Settings to get notified for the correct incoming messages, visit Configuring Business User Notification Settings.
In Hona: From the Project Dashboard
In Hona: From the Project Dashboard
From the sidebar in Hona, select Projects to return to the Projects dashboard. This displays a list of all your Projects/Clients currently in Hona.
Search the Client's name or the name of their Project, then click on the Project to expand Project Details. Select Messages from the tabs inside their Project to open the messaging thread.
In Hona: From the Conversations Tab
In Hona: From the Conversations Tab
From the sidebar in Hona, open the Messages tab and select Conversations. This opens a full list of all your contacts' Messaging threads.
Find the contact's name to open their Messaging thread, or use "Search by contact" to filter. Click on their name to open the thread. If they are a Client with a Project associated, the Project name will appear next to their contact name. If the Client has multiple Projects, you can switch between them to select which case in your CMS you want the message history to store going forward.
How do I know whether a Client message is read or unread in my Conversations tab?
How do I know whether a Client message is read or unread in my Conversations tab?
Messages that are unread will have a small green dot on the Client's name in the Conversations tab.
2. Send Message
Once you are in the Client's Messaging thread in Hona, sending a text is as easy as typing your message and hitting Send. The client will receive the message as an SMS text (or email if they have no valid phone number).
I just sent a text through Hona — what does the notification look like for my Client on their phone?
I just sent a text through Hona — what does the notification look like for my Client on their phone?
The client will receive your message as a standard SMS text message from your Hona toll-free number. The message will display as coming from your firm's contact (if they have saved it) or the Hona toll-free number. It will not display your personal name by default unless you include it in the message body.
How do I send photos or other files to my Client?
How do I send photos or other files to my Client?
1. Select the (+) next to the messaging box.
2. This will open the following options:
Select Upload file to select a file from your device.
If you see the Attach file from integration option, this means you can select directly from files stored in your Client's case in your CMS.
My Client is trying to send me a file but I'm not seeing it in Hona — what should I do?
My Client is trying to send me a file but I'm not seeing it in Hona — what should I do?
Like most SMS messaging services, our phone carrier has a 5 MB size limit for files sent via SMS. This captures the vast majority of files, but large video files and PDF documents can occasionally exceed this limit. The solution is to have your Client upload their file directly through their Client Portal instead.
To instruct them:
1. Select the (+) next to the messaging box.
2. Select Insert link to conversation and send your Client the following message (you can also save this as a Message Template):
It seems your file might be too big to send via text. To make sure we successfully receive and store your file in your case documents, please upload it directly in your Client Portal:
1. Click on the link above to open this same messaging thread in your Client Portal.
2. Select the (+) button next to the messaging box, attach your file, and send it.
3. Send another message so we can verify successful delivery of your file.
The benefit of this approach over email: the file stores in the Client's Project in Hona, automatically pushes into the Client's case documents in your CMS (if integrated), and enables the Client to send future documents via text or their Portal.
Can my Clients still message us through Hona even if they do not have a phone number?
Can my Clients still message us through Hona even if they do not have a phone number?
Yes. If your Client does not have a phone number associated with their Hona contact (or the number is not valid for texting), all message notifications will deliver via email instead. They can click on these notifications to open their messaging thread in their Client Portal and respond.
Tips for best practice when a Client has no valid phone number:
Change the Client's Notification Preferences in Hona to "Email" only. Note: The phone number must be missing or invalid — if a valid phone number is still on file, changing this preference only affects automated notifications, not 2-way messages.
Encourage the Client to download the Hona Client App on another device (like an iPad) if possible, to make messaging as easy as texting.
You can always use the Insert link to conversation feature to send the Client a personalized link that takes them straight to their messaging thread in their Client Portal.
Can I create templates for messages I send to Clients regularly?
Can I create templates for messages I send to Clients regularly?
Yes. Message Templates are visible to all Users in your Hona Business Org. To create or access a Message Template:
1. Select the (+) next to the messaging box.
2. Select Insert message template to see a full list of existing templates, or click (+) New Message Template to create a new one.
To learn more, visit 2-Way Messaging: Message Templates.
I need my team to review a certain Messaging thread — how do I mark it?
I need my team to review a certain Messaging thread — how do I mark it?
You can "flag" a messaging thread to make it visible to your whole team. When flagged, a flag icon will appear next to the Client's name in the Conversations tab for all Business Users to see. Your team only needs to open the Conversations tab to see which threads have been flagged for review.
Can I delete a Client's Messaging thread?
Can I delete a Client's Messaging thread?
Messaging threads cannot be permanently deleted from Hona — this ensures you do not lose any Client communication data. If your Hona Org is integrated with a CMS, messaging data is also automatically pushed into your CMS for permanent storage.
To Archive a messaging thread so it does not appear in the Hona Business interface, select the 3 grey dots in the top right corner of the messaging thread and select Archive. The thread will automatically un-archive if you receive or send a message to that contact.
You can also use the Mark as spam button for unsolicited messages.
If you need to delete inappropriate messages or files entirely from Hona data, chat with our support team or reach out to [email protected].
Other important things to be aware of when 2-Way Messaging:
Other important things to be aware of when 2-Way Messaging:
There is a 1600 character limit per message.
Your Business User name is visible in the messaging thread on your end, but most Clients respond directly via text and will only see messages as coming from [Your Law Firm's Name]. If it is important for your Client to know who specifically is texting them, add your name into the message body.
Any files over 5 MB will fail to deliver via SMS.
Some file types cannot be sent via SMS. See Twilio's supported file types guide — refer to the "MMS" columns.
Messages that fail to deliver via SMS (file too large, invalid number, etc.) will automatically attempt delivery via email. This ensures Clients can still communicate through Messaging even without a mobile phone number.
If messages ultimately fail to deliver to both mobile number and email, you will receive a notification detailing why. Contact [email protected] with any questions.
3. Verify your Notification Settings
Now that you know how to 2-Way Message in Hona, make sure your Notification Settings are configured correctly. Doing this now ensures you won't miss incoming Client messages.
To learn how to configure your notifications, visit Configuring Business User Notification Settings.
Every Hona Business User in your Org has their own Notification Settings — why does this matter?
Every Hona Business User in your Org has their own Notification Settings — why does this matter?
Opening a Messaging Notification only clears it for you, not your whole team. The unread message count you see in Hona is personal to you — it is not an indicator of whether someone else on your team has already seen or responded to the message. This ensures everyone on your team verifies new messages and responses independently.
Having your own Notification Settings gives you full control over what notifications you receive based on your responsibilities. You can change them at any time if your role changes.
No one can set or change these settings for you — not even your Business Admin. If your settings need updating, your Admin can provide instructions, but you will need to make the changes yourself.
Troubleshooting: 2-Way Messaging issues
Not receiving notifications when a Client messages you: Check your Notification Settings — each Business User has their own. Visit Configuring Business User Notification Settings.
Client says they are not receiving your messages: Verify the client's phone number is valid in their Hona contact. If no valid phone number is on file, messages fall back to email. Check their notification preferences in their Hona contact record.
Messages are not logging to your CMS: Confirm your CMS integration is active and that the Client's Project is linked to the correct case. Message logging to CMS requires an active integration. See the relevant integration setup article for your CMS.
Client file too large to receive via SMS: Have the client upload directly through the Client Portal using "Insert link to conversation" — see the collapsible above for the exact steps and template message.
Messaging thread showing under the wrong Project: From the Conversations tab, open the thread and switch the associated Project using the Project selector in the thread header. This controls where future messages log in your CMS.
Conclusion
By using Hona's 2-Way Messaging, your Business can streamline Client communication, keep conversations tied to their case files, and reduce the need for back-and-forth across multiple platforms. From sending quick text updates to securely receiving files, Messaging keeps everything in one place for both you and your Clients.
For any questions or concerns, chat with our support team or reach out to [email protected].