What this article helps with: Understanding what phases are in Hona and in your CMS, how to decide what phases to create for each Project Type, and how CMS phase names map to Hona's client-facing phase names.
Who this is for: Firm admins and onboarding contacts planning the phase structure of their Hona Project Types.
When not to use this article: If you're ready to build phases in Hona step-by-step, see How to Build Phases. If you haven't yet decided on your Project Types, start with Best Practices for Building Project Types.
What is a Phase vs a "phase"?
A Phase in Hona: Within a Project Type (case tracker), there is a set of Phases. Since a Project Type is typically tied to a specific case type, Hona Phases represent the steps your clients see for that type of case. Each phase represents a milestone in the client's journey, helping both your staff and clients understand progress at a glance.
If your case type is not sequential, you can think of Phases as the key updates your clients will see for their case type.
A "phase" in your Case Management Software (CMS/CRM): Each CMS/CRM may define a "phase" differently. Visit our Integrations section and find your CRM/CMS to learn how your system handles phases.
Do my CMS/CRM phases need to match my Hona Phases exactly?
Not required, but it is best practice. Mirroring them generally ensures your team knows when to move a case from one phase to another, and feels confident that the correct update will be sent to the client when the phase changes.
Hona allows you to display a different Client-Facing Name for each phase. The Trigger field maps the correlating phase value from your CMS/CRM (clients do not see this). They will see the Client-Facing Name, so you can name phases differently than what's in your CMS.
Example:
In your CMS, the phase is called "INV" but you want clients to see "Investigation."
Client-Facing Name in Hona =
InvestigationTrigger =
INV
You can even use a completely different client-facing name — e.g., INV internally could appear as Pre-Litigation to clients. Just make sure staff understand the distinction so workflows and client updates stay accurate.
Steps for determining your phases
Think about how you define your existing case types.
Think about your workflow: Can your case types be broken into steps? Do all cases share the same workflow, or do different types have unique steps?
Think about your staff: Will staff understand the distinction between phases and know when to switch them? Will phases help or confuse their workflow for that case type?
Think about your clients: What are the most important updates you send clients in this case type? Are there updates you send some clients but not others in the same case type?
Do I need more than one Project Type?
Not necessarily. Some practice areas, like Personal Injury, are broad enough to work with a single case type. If your cases are already organized without multiple case types, one Project Type may be all you need. If you want additional case types for better organization, see Best Practices for Defining Case Types.
Once your Phases are defined, visit How to Build Phases to start building in Hona.
Why This Matters
Project Types and Phases are the backbone of Hona. When structured thoughtfully, they allow your firm to:
Reduce repetitive work by automating routine updates.
Build client trust through consistent, transparent communication.
Create a smoother experience for both staff and clients, reducing uncertainty and unnecessary outreach.
A well-defined Phase structure ensures your communication is proactive, clear, and aligned with your firm's actual workflow.
Examples: Sample Phases by Practice Area and Case Type
The table below provides examples of how you could define Phases for different types of cases.
Practice Area | Case Type |
Phase | Description |
Personal Injury | Personal Injury (General) |
Intake | Collect initial details from the client and formally open the case file. |
Investigation + Treatment | Legal staff collect evidence and track the client's medical care and recovery progress. |
Demand & Negotiation | Legal staff prepare and send a demand letter to the insurer and negotiate a settlement. |
Litigation (optional) | File a lawsuit if settlement could not be reached. |
Settlement | Legal staff finalize settlement. |
Case Closed | Distribute settlement funds and close the client's file. |
Family Law | Divorce (Contested) |
Client Intake & Filing Petition | Gather client information and prepare for filing. |
Draft and File Petition or Answer | File the divorce Petition (Plaintiff) or Answer (Defendant) with the court. |
Temporary Orders (optional) | Secure temporary arrangements for custody, support, or property. |
Discovery & Financial Disclosures | Exchange financial information and gather relevant documentation. |
Mediation | Attempt to resolve disputes through mediation or settlement talks. |
Trial (optional) | Present the case in court and obtain final divorce orders if unable to settle. |
Finalizing Divorce | Address enforcement, modifications, or lingering issues after the final order. |
Case Closed | Distribute divorce decree and close the client's file. |
Estate Planning | Will & Testament Drafting |
Initial Consultation | Meet with the client to understand goals and assets. |
Drafting the Will | Prepare the first draft of the will based on client instructions. |
Client Review | Walk through the draft with the client and make adjustments. |
Signing Ceremony | Formalize the will with signatures and required witnesses. |
Document Distribution | Provide the client with executed copies of the will. |
Case Closed | Close the client's file and provide instructions for handling life changes that may affect the will. |
Criminal Defense | DUI / DWI Defense |
Case Intake & Arrest Review | Review the facts of the arrest and charges with the client. |
Arraignment & Plea | Attend arraignment and enter an initial plea. |
Pre-Trial Motions & Discovery | File motions, challenge evidence, and review discovery materials. |
Negotiations / Plea Bargain | Negotiate with prosecutors for reduced charges or penalties. |
Trial (optional) | Defend the client in court if the case goes to trial. |
Sentencing | Manage sentencing outcomes and communicate them to all parties. |
Case Closed | Close the client's file. |
Immigration | Family-Based Green Card Application |
Intake & Eligibility Review | Confirm client eligibility and determine the correct application path. |
Form Preparation & Document Collection | Complete required immigration forms and gather supporting documents. |
File Petition with USCIS | Submit the petition and required fees to USCIS. |
Biometrics | Client schedules and completes their biometrics appointment. |
USCIS Interview | Prepare the client for the USCIS interview and attend if allowed. |
Decision Issued | Communicate the final USCIS decision. If approved: provide the client their green card. If rejected: provide next steps. |
Case Closed | Close the client's file and provide instructions for handling changes that affect their citizenship status. |