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
Integrations allow Hona to connect with the software systems your Business already uses — such as your Case Management Software (CMS) or Client Relationship Manager (CRM). When your Business connects an integration, the data you’re already entering into your CMS/CRM becomes the foundation for functionality in Hona — including Project Type updates, Team assignments, Form responses, and personalized messages using pipe text. This means your team can focus on serving Clients and other responsibilities, not duplicating data entry. By sharing data between platforms, Hona can also automate many of your Client communication workflows, saving your team time while ensuring Clients stay consistently informed throughout their case.
What is an Integration?
An integration is a connection between two different software systems that allows them to pass and write-back data one from another. You connect Hona (one software) to your CMS/CRM (another software) through an integration.
Instead of having to enter the same data in multiple places, an integration lets multiple systems “talk” to another — sending, receiving, or updating information in real time. Utilizing data shared across multiple softwares can maximum the value of your varying software tools, while also ensuring your data stores consistently across platforms.
What Does Connecting an Integration mean?
An Integration allows you to connect your Hona Org with another software system your Business already uses — such as your Case Management Software (CMS) or Client Relationship Manager (CRM). In simple terms, it allows Hona and your existing system to talk to each other so data can flow between them automatically.
When your Business integrates Hona with a system like Filevine, MyCase, MyCase Leads, Clio, Clow Grow, CASEpeer, Lead Docket, Salesforce/Litify, or any of our other integration partners, Hona can access the relevant Client and case data already stored there. That data is then used to power Hona’s communication tools — keeping your Clients informed while saving your team time.
Instead of updating case information in multiple places or manually crafting client updates, your integration ensures that information stays synced and accurate between both systems. Client updates, case milestones, and contact details flow into Hona automatically — allowing your team to focus on a true Client experience among other responsibilities.
How Integrations Improve Hona Features
Connecting Hona to an integration greatly increases the value of the platform. By allowing Hona to pass and receive data from your existing CMS or CRM, your team can automatically trigger client updates, messages, and other features using information you’re already entering into your case management system. This means your Business spends less time crafting updates or managing communication — while Clients receive consistent, timely, and personalized updates that improve their overall experience and satisfaction. Learn more about how Hona does this below:
Project Type Mapping
Project Type Mapping
Connecting an integration enhances the functionality of Project Types in Hona by turning your existing CMS or CRM data into triggers for automated, Client-facing updates. These updates can also include tasks for your Clients, such as sending files or other information, submitting reviews, e-signing documents, etc.
When Hona is integrated with your case management system, you can map your Project Types and their Phases directly to the corresponding fields or statuses in your CMS/CRM — such as "Practice Area," "Case Type," "Stage," "Task Completion," and custom fields. This mapping ensures that as your team updates a case in your CMS/CRM, Hona automatically updates the matching Phase in the client’s Case Tracker (Project Type).
Each Phase in a Project Type represents a key milestone in the Client journey and is linked to specific messages or update configured by you. As a case progresses from one phase to another, Hona automatically sends the corresponding client notification via SMS or email — directing them to their Hona Client Portal to view their latest case update. The movement of Phases is automated by mapping them to fields in your CMS/CRM.
This automation means your team doesn’t have to manually move cases forward or send routine client updates. Instead, your existing workflow in your CMS/CRM becomes the trigger that keeps clients informed in real time through Hona.
By connecting your integration:
Your Project Types stay aligned with your firm’s actual case type organization.
Your Phases progress automatically based on your CMS/CRM phases, tasks, or other fields.
Your Clients receive consistent, proactive updates without added effort from your team.
In short, integrating Hona transforms your existing case data into a seamless communication experience — reducing repetitive work, keeping clients informed, and ensuring that every update reflects real progress in your firm’s workflow.
To learn more about Project Types, visit Best Practices for Building Project Types.
Syncing Team Members + Roles
Syncing Team Members + Roles
Integrating Hona with your CMS/CRM streamlines the creation and management of Team Members and Team Roles in Hona. With an integration, Hona automatically imports your team from your CMS/CRM whenever a case is synced. Without an integration, each Team Member must be individually created, each Role must be individually created, and each Team Member and their Role must be manually assigned to Projects in Hona to achieve proper functionality. It is likely you are already entering this information into your CMS/CRM during case creation, and Hona's integration aims to save you time by not making you do it again. This also ensures that staff information, responsibilities, and internal notifications are configured correctly for every Project in Hona.
Team Members and their Roles are created in Hona based on who is assigned to each client’s case in your existing system. This ensures that:
Team Members are always up to date with the correct assignments.
Roles and responsibilities are accurately reflected without manual input.
Client-facing visibility in the Hona Client Portal is correct from the start.
Business User notifications are triggered appropriately based on role and case assignment.
By connecting an integration, your Business saves time and eliminates repetitive setup tasks, while also ensuring that client-facing team information is always accurate. This automation supports a more efficient internal workflow, reduces errors, and delivers a seamless experience for clients who can immediately see the right team members handling their cases.
Using Custom Fields for Pipe Text
Using Custom Fields for Pipe Text
Connecting an integration allows your Business to use custom fields from your CMS/CRM as dynamic variables — or “pipe text” — throughout Hona’s communication tools. Pipe text automatically inserts case-specific details (like a Client’s name, case type, assigned attorney, or next appointment date) into messages, notifications, and features such as Forms, E-Signature requests, and Project Type updates.
Without an integration, pipe text options are limited to contact-only fields, meaning your team may need to manually customize messages or maintain multiple templates to keep details accurate. With an integration, Hona can access custom fields stored in your CMS/CRM, making it easy to personalize communications automatically with the exact data your team is already managing.
This connection ensures that messages and notifications sent through Hona are:
Accurate – pulling real-time data directly from your CMS/CRM.
Personalized – using details specific to each client and case.
Consistent – maintaining the same professional tone across all updates without manual editing.
Efficient – reducing the time spent reviewing or customizing individual messages.
By using integrated custom fields as pipe text, your Business delivers more relevant, human-centered updates while maintaining full automation. This not only saves time for your team but also helps Clients feel seen and informed with every interaction.
Data Logging
Data Logging
When your Business uses Hona with an integration, certain data generated in Hona can be automatically written back, or “pushed,” to your CMS/CRM. For most Hona Businesses, this primarily includes logging interactions such as 2-Way Messages (texts), Client notification history, and documents submitted by your Clients through Hona. The data from these are "pushed" and stored directly in the appropriate case or client folders in your CMS/CRM, eliminating the need to download data or files from Hona and manually upload them into your system.
Form Field Mapping
Form Field Mapping
Integrating Hona with your CMS or CRM enhances the Forms feature by automating the flow of client-provided information directly into your existing systems. With Forms Field Mapping, you can map each question on a Hona Form to a corresponding field in your CMS/CRM. This ensures that when a Client submits a response, the data is automatically captured and updated in the correct location without any manual entry.
Without an integration, client responses mu2st be manually reviewed and entered into your case management system, which can be time-consuming and prone to errors. With an integration:
Client responses automatically update the CMS/CRM, keeping case data accurate and current.
Internal teams save time by eliminating manual data entry.
Consistent workflows are maintained, as the information collected via Forms directly triggers other automated processes, notifications, or case updates in Hona and your CMS/CRM.
Clients receive a smoother experience, as they can submit forms once and know their responses are reflected immediately in the system.
By connecting Forms to an integration, your Business ensures that critical information flows seamlessly from the Client to your internal systems. This reduces administrative work, minimizes errors, and allows your team to focus on providing high-quality client support while keeping client data organized and actionable.
Conclusion
Connecting an integration transforms Hona from a standalone communication platform into a fully automated extension of your firm’s workflow. By syncing data between your CMS/CRM and Hona, your Business reduces manual work, increases accuracy, and delivers a more personalized, transparent Client experience — every step of the way. For any questions or concerns, please chat with our support team or email us directly at [email protected].