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
Configuring your Team in Hona helps bridge the connection between your internal staff and your Clients. By setting up Team Members and assigning Roles, you not only clarify who is responsible for each case within your Business but also personalize the Client’s experience through their Hona Client Portal. This configuration enhances visibility for Clients, improves communication clarity, and empowers your staff with more relevant and efficient notification filtering.
What is Hona's Team feature?
Hona’s Team feature connects your internal staff with your Clients by clearly defining who is responsible for each case within your Business. When configured, it allows Clients to see a “Team” tab in their Hona Client Portal where they can view the staff assigned to their case, their roles, contact details, and even personal bios—helping humanize their experience and improve communication.
For your Business, Team settings enhance internal organization and efficiency by enabling advanced notification filtering, so staff only receive updates related to the Projects and Clients they’re directly involved with. Team Members (your staff) and their Roles (their responsibilities) can be created manually or automatically—depending on whether your Hona Org is integrated with a CMS/CRM.
In short, the Team feature helps strengthen trust, clarity, and collaboration between your Business and your Clients.
Why should I configure my Team settings?
There are two distinct functionality benefits which are gained by configuring your Team settings: one for your Clients and the other for your Business.
Client Experience: Team
Your Clients will see a "Team" tab in their Portal. The main purpose of this tab is for your Clients to see who is assigned to their case. Depending on how you configure the display settings of your Team, your Clients will be able to see the names of the staff assigned to their case, the role each team member plays, best methods of contact, and even personal bios and descriptions. This not only helps your Client understand who they are communicating with, but improves t heir experience by helping humanize the team taking care of their case.
Your Client's view of Team tab in their Client Portal:
Business Experience: Team
Configuring your Team in Hona can give you enhanced filtering options for Business User Notifications. These are the notifications that staff receive in Hona when a Client takes action on one of your configured Hona features, like sending you a 2-way message or submitting a Form you assigned them. Once your Team is configured and Team Member + Role assignments are added to your Projects in Hona, you will be able to filter your notifications to only be notified when:
You are the Primary Contact on the Project
You are on the Team for the Project
You are filling a specific Role on the Team for a Project
Utilizing these enhanced filtering options helps each Business User trim down the notifications they receive, so they only receive notifications when Clients they are involved with take action using one of your configured Hona features.
To learn more, please visit Configuring Business User Notifications.
Adding Team Members + Roles
Team Members are the individual staff members at your Business, while Roles are the identifier used to say what responsibilities a Team Member fulfills. Whether these Team Members and Roles are automatically created in Hona and assigned to Projects, or whether you must do this manually, is determined by whether or not your Hona Org is integrated with a CMS/CRM.
If your Hona Org is integrated: Your Team Members and Roles are created in Hona automatically. They are also assigned to Projects automatically based on who is assigned to your cases in your CMS/CRM. To learn where Hona pulls Team Members + Roles from your CMS/CRM, visit our Integrations page and find your CMS/CRM.
If your Hona Org is Stand-Alone (non-integrated): Your Team Members + Roles will need to be manually created and then added to your Projects. To learn how to do this, you can start with How to Create Team Members and How to Create Team Roles.
Why This Matters
A well-configured Team structure ensures both Clients and staff have clarity and confidence throughout the case process. Clients feel more connected and informed when they can see who’s working on their case and how to reach them. Meanwhile, your internal team benefits from streamlined notifications and better organization of responsibilities. In short, configuring your Team settings strengthens trust, efficiency, and collaboration between each other and your Clients. For any questions or concerns, chat with our support team or reach out directly at [email protected].