Key Terms
Key Terms
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 Business
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.
Before Getting Started:
Before Getting Started:
This article explores how data is pulled by Hona from your CMS/CRM, so you must understand what an Integration is and how Syncing works. If needed, please read Getting Started: What is an Integration? and Integrations: What is Syncing?
Overview
This article explains how Hona pulls data from your CMS/CRM to power its features. By syncing Contacts, their associated Cases, and any additional fields, Hona ensures that Client information is accurate and up to date in Hona. Understanding what data is pulled — and how it drives automated Project Type updates, Forms, Team assignments, and personalized messaging — helps your Business maximize efficiency and deliver a seamless experience to Clients.
What Data is pulled by Hona from my CMS/CRM?
When Hona syncs with your CMS or CRM, it pulls data primarily through two key points: Contacts and their associated Cases. All information stored in these records (Client details, case types, phase status, assigned team members, custom fields, etc) is accessed by Hona to power its features. This pulled data serves as the foundation for triggering automated Project Type updates, assigning Forms, updating Team Members and Roles, and personalizing messages and notifications sent through Hona. Essentially, anything Hona needs to deliver accurate, real-time client communication comes from the data pulled from your Contacts and Cases.
Syncing Contacts
Hona syncs with the data stored in your contacts in your CMS/CRM. The data in these contacts are used to generate Client Contacts in Hona, as well as trigger other features.
What Data is typically pulled from a CMS/CRM contact?
Contact ID
First Name
Last Name
Phone Number(s)
Email(s)
Date of Birth
Custom Fields
How does contact data affect Hona functionality?
Contact data forms the foundation for all Hona features.
Accurate contact information ensures messages, notifications, and Form requests reach the right clients.
Custom fields in contact records can be used as pipe text in notifications or messages, personalizing communication automatically.
Example:
When you update a Client's phone number in your CMS, Hona's sync will automatically update the new number for any SMS notifications or reminders.
Syncing Cases
Hona syncs all cases associated with each contact in your CMS/CRM. The data in these cases are used to generate Projects in Hona, as well as trigger other features. The Contact ID passed from the CMS/CRM, as well as the Project/Case ID, are used to correlate Hona Contacts with their correlating Project in Hona.
What Data is typically pulled from a CMS/CRM case?
Project ID
Case Status
Practice Area
Case Type
Phase
Task Status
Team Member + Role assignments
Custom Fields
How does case data affect Hona functionality?
Case data powers Project Type updates and automated client notifications.
Phase changes or task completions in your CMS trigger real-time updates in Hona.
Assigned team members and roles are synced, keeping client-facing visibility and internal notifications accurate.
Example:
When a case moves from “Investigation” to “Negotiation” in your CMS, Hona automatically updates the client’s Case Tracker (Project Type) in Hona and triggers any associated notifications.
Syncing All Other Fields
Hona can also pull additional fields from your CMS/CRM, including custom fields, key dates, or other case-specific information that your Business tracks. Though they are always accessed through the Contact or Case, it may not always appear that way in your CMS/CRM.
What "Other" Data is typically pulled from a CMS/CRM?
SMS Auto-Communication Consent
Contact status such as "Deceased" or "Minor"
Case Dates
Custom Fields
How does "Other" data affect Hona functionality?
Custom fields allow you to fully leverage Hona’s automation features.
These fields can trigger specific Form requests, personalized messages, or conditional notifications.
Ensures that all client interactions and updates are based on the most current and complete data.
Example:
A custom CMS field for “Court Date” can automatically populate a client notification in Hona reminding them of the upcoming hearing.
Conclusion
By pulling data from Contacts, Cases, and other key fields in your CMS/CRM, Hona ensures your client communication is accurate, timely, and personalized. Properly synced data reduces manual work, keeps workflows consistent, and enables Hona’s features to operate at their full potential. For any questions or concerns, please chat with our support team or reach out to us directly at [email protected].