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 pushed by Hona to 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 pushes data into your CMS/CRM, logging messages, notification history, document storage, and optional Form field write-back. These automated updates save time, reduce errors, and ensure that all client interactions and records stay complete, accurate, and accessible.
What Data is Pushed from Hona to my CMS/CRM?
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 files from Hona and manually upload them into your system.
Additionally, if your Business uses the Form Field Mapping feature, Hona can push Client responses from Hona Forms back into your CMS/CRM. Each question on a Hona Form can be mapped to a specific field in your CMS/CRM, so when a Client submits their response, the data is automatically updated in the corresponding field. This ensures your case records stay accurate, reduces manual data entry, and allows Hona features to trigger based on the most up-to-date information.
Message Logging
Hona automatically logs all 2-Way Messages sent between your Business and Clients directly into your CMS/CRM. This ensures that every conversation is stored in the correct case or client record, giving your team a complete history of client interactions without needing to manually copy messages. Accurate message logging keeps internal records organized, supports compliance needs, and allows your team to reference past conversations at any time.
Example:
When a Client responds to a text through Hona, the message is automatically stored in the CMS/CRM under the associated case, maintaining a full conversation history for your team.
To learn more about 2-Way Messaging, visit Getting Started: 2-Way Messaging.
Notification Logging
All notifications triggered by Hona features — such as Project Type updates, Form assignments, E-Signature requests, or Review requests — are also logged in your CMS/CRM. Oftentimes they are logged in the same place as your Messages, but some CMS/CRM systems will differentiate between the two. This allows your team to see a record of client-facing actions and updates without relying solely on Hona. Notification logging ensures visibility into what information has been sent to Clients and supports auditing and reporting needs.
Example:
If a Client receives a reminder for a Form submission, Hona logs that notification in the CMS/CRM under the relevant case, so your team can track what was sent and when.
Document Logging
Documents generated in Hona or uploaded by your Clients — including files shared through 2-Way Messaging, Forms, or E-Signatures — are automatically saved in the correct case folder in your CMS/CRM. This case folder is typically titled something like "Case Docs" or "Documents." This removes the need for your staff to manually download files out of Hona and re-upload them into your CMS/CRM, ensuring your files are stored in the right place and easily accessible to your team, both in Hona and your CMS/CRM.
Example:
When a Client signs an E-Signature document in Hona, the signed file is immediately stored in the correct case folder in your CMS/CRM, fully logged for internal records. Similarly, when a Client texts you a picture through Hona's 2-Way Messaging, that file is immediately stored in the correct case folder in your CMS/CRM.
(Optional) Form Field Mapping
If your Business uses Hona’s Form Field Mapping feature, Hona can push specific client responses directly into your CMS/CRM. Each question on a Hona Form can be mapped to a corresponding field in the CMS/CRM, so submitted responses to Hona Form questions update the CRM/CRM field automatically. This ensures your case information is always accurate and triggers any dependent Hona features without manual intervention.
Example:
A Client completes a “Court Date” question in a Hona Form. That date is automatically written into the CMS/CRM custom field "Court Date" for the case.
Conclusion
Hona’s data pushing and logging ensure that all Client interactions, notifications, and documents are automatically recorded in your CMS/CRM, keeping case records accurate and complete while saving your team from manual entry. When combined with Form Field Mapping, Hona can even write client-submitted data directly into your CMS/CRM, fully automating workflows and maintaining up-to-date records. For any questions or concerns, please chat with our support team or reach out to us directly at [email protected].