Key Terms
Key Terms
What do you mean when you say...
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
Lead = Potential Client of the Business/end-user of Hona
Hona Client Portal = interface where Clients and Leads interact with Hona features. Business Users configure 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 AI Receptionist is an intelligent voice assistant designed to help law firms capture and qualify new leads automatically, while also taking care of current client calls. 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 from staff.
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What is Hona’s AI Receptionist?
Hona’s AI Receptionist is a voice assistant designed to help law firms capture new Leads and answer other miscellaneous calls. The 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 do the AI Receptionist address?
Lead Capture
Law firms often lose business opportunities when calls go unanswered. The AI Receptionist aims to reduce that loss by making sure your calls are answered, and the Agent can collect enough information to qualify or disqualify the Lead upon configuration.
Lead Retention
Leads will often take their business elsewhere if they feel the case qualification process is slow or manual on their end. They don't want to wait forever to hear whether their case will be taken, and neither do you! The AI Receptionist aims to reduce Business loss by making sure your calls are answered, and the Agent can collect enough information to qualify or disqualify the Lead upon configuration.
Client Satisfaction
Every law firm wishes they could answer every single call, but it's simply not always possible. The AI Receptionist can manage those Business needs by offering an experience similar to speaking with a real person when you are not available, while also addressing Client needs and forwarding them to the correct Business resource if needed. This saves time for both the Business and the Client, without making your callers sit through phone tree options or endless pre-configured questions. Your Business needs are met, and the Agent will make sure your Clients are too.
Staff Time Efficiency
Freeing up staff from constantly answering calls will let them focus on high-value work. Configuring the Agent further will enable your Hona Org to push Leads captured by the Agent directly into your LMS, CMS, or CRM so your staff doesn't need to spend any additional time inputting data manually from Hona into your management software.
Can I experience the AI Receptionist before signing up?
Yes! Please do! You can visit Hona's "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 Agent powered by Hona's AI Receptionist feature. 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 for your exact Business needs.
Key Features of Hona's AI Receptionist:
Here are the main capabilities of Hona's AI Receptionist:
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 to Be Aware Of
Limitations to Be Aware Of
The Agent isn't magic, though it can definitely feel like that! And we want it to feel that way! The "base" experience of Hona's AI Receptionist will offer immense value by being able to answer any calls and offer an empathetic experience, but specific Business needs will need to be met with equal willingness to configure the Agent accordingly with the support of an Onboarding Manager.
Some Clients may still prefer speaking with a human, so while not necessary, we always encourage Businesses to use the AI Receptionist in balance with live support if they can. The Agent can support you in this by transferring calls to a real staff member at your Business when needed.
Because the Agent captures data through Voice and not manual entry, you can expect there to be transcription errors every now and then. The Agent really is just like a person: they write down what they hear! If they don't hear or believe they've heard incorrectly, the Agent is built to clarify.
If you hope to "push" Leads captured by Hona into your management software, your Business will need to work with an Onboarding Manager to have it configured. If your firm’s tech stack is rigid or complex, please prepare accordingly by providing a dedicated representative who understands it so they can provide the information necessary for the automation.
Why This Matters
Missed calls often mean missed business. By implementing Hona's AI Receptionist, law firms can ensure round-the-clock responsiveness, reduce administrative burden, and convert more Leads being converted 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].