Key Terms
Key Terms
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 Businessa
End-user of Hona Client and its features
Lead = potential Client of the Business
Hona Client = Hona Client Portal interface where Clients can interact with Hona features
Business Users build Hona Client 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.
Overview
Hona’s Voice AI is an intelligent voice assistant designed to help law firms capture and qualify new leads automatically. It ensures that every inbound call—whether outside business hours, on the holidays, or whenever you choose —is answered, documented, and routed appropriately without relying on manual intake.
Click to skip to:
What is Hona’s Voice AI product?
Hona’s Voice AI product is an AI-powered voice assistant designed to help law firms capture new Leads. The AI Voice Agent handles inbound calls, so that Businesses don’t miss potential business opportunities, especially outside normal business hours or during busy periods.
What Business needs does Voice AI seek to address?
Law firms often lose potential clients when calls go unanswered or when the intake process is slow or manual. Hona Voice AI aims to reduce that loss.
It helps with efficiency: freeing up staff from constantly answering calls and doing manual data entry, letting them focus on higher-value work.
It helps improve conversion (turning inquiries / leads into clients), by responding faster and more consistently
Where can I experience a Voice AI Agent myself?
Please visit Hona's fake law firm's website, bigcitylawfirm.com. If you call the number in the top right-hand corner of the website, you will connect with the AI Agent powered by Hona's Voice AI. Keep in mind that this Agent was configured for our fake law firm, and if you were to invest in adding Voice AI, you could configure this Agent to collect the specific information your Business needs.
Key Features of Voice AI
Here are the main capabilities of Voice AI:
Feature | What it does / how it helps |
Smart Call Qualification | The agent listens to callers, identifies whether the caller is a lead; then uses criteria set by the law firm to gather relevant intake details. |
24/7 Coverage / After-Hours & Overflow Calls | The agent can answer calls at any time (after hours, weekends, periods of high volume) so calls aren’t missed. It also forwards calls appropriately once caller type is identified. |
Automated Lead Documentation & CRM Integration | Hona generates case records from data captured in these calls (including call transcripts), syncs that data to the firm’s CRM or case management system, reducing manual data entry. |
Customizable Call Outcomes | Depending on the firm's settings, it can either route certain calls to live intake teams, schedule consultations, send follow-up messages, etc. |
Limitations / Things to Be Aware Of
The Voice AI Agent is best configured for capturing new Leads. While we continue to grow this product, please keep this purpose in mind, as the Voice AI Agent is not utilized best as a full-time receptionist for all Business and Client needs. You can utilize the Agent to capture all inbound calls, but it will need to be configured specifically for your Business and will not be able to address all Client questions and concerns.
Some Clients may still prefer speaking with a human; Voice AI is encouraged to be used in balance with live support (such as transferring calls to a real staff member at your Business if determined necessary by the AI Agent. You have complete control over this criteria).
Because it’s an AI assistant, accuracy in capturing the right information depends on how well it’s trained and configured. Your Agent will not need daily oversight, but will need long-term oversight to fine-tune the experience for your Business specifically.
Integration with existing systems (CMS/CRM) is only necessary if you also purchase Hona Engage for Leads. Otherwise, a one-way "push" may be available for your CMS/CRM to "push" Leads captured through Hona's Voice AI into your existing CMS/CRM system as either a new Lead or Client (depending on the system you are pushing them into). If your firm’s tech stack is rigid or complex, please prepare accordingly by providing a dedicated representative for onboarding.
Why This Matters
Missed calls often mean missed business. By implementing Voice AI, law firms can ensure round-the-clock responsiveness, reduce administrative burden, and convert more inbound inquiries into active Clients—all while maintaining a professional and consistent first impression. For any questions or concerns, please chat with our support team or reach out to us directly at [email protected].