Key Terms
Key Terms
Required to know for this article specifically:
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
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].