What this article helps with: Understanding how syncing works between Hona and your CMS/CRM — including data pulling vs pushing, inactive vs active integrations, nightly vs manual syncing, and troubleshooting when sync is not working or updates are not showing.
Who this is for: Firm admins and staff using a Hona integration with Filevine, Clio, MyCase, or another CMS/CRM.
When not to use this article: If your integration is not connected yet, see Getting Started: What is an Integration? For integration-specific setup or reconnection, see the setup article for your CMS (e.g., Filevine Integration Setup, Clio Integration Setup).
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 the mechanism for how data is pulled/pushed by Hona from/to your CMS/CRM. You must understand what an Integration is first to understand this mechanism. If needed, please read Getting Started: What is an Integration?
What is Syncing?
When your Business connects an integration between Hona and your CMS/CRM, syncing is the process that allows data to flow between the two systems. Syncing ensures that information entered or updated in your CMS/CRM is reflected accurately in Hona — and in many cases, that actions taken in Hona can write back to your CMS/CRM.
In simple terms, syncing keeps both systems "on the same page." It allows Hona to pull the most current case, client, and team data from your CMS/CRM so that features like Project Types, Forms, Team, and Client Messaging display accurate, real-time information. Depending on the status of your integration, syncing can occur automatically (during the nightly sync) or manually (when you choose to initiate it).
For example, when a new case is created in your CMS/CRM and assigned to a team member, syncing allows that case and Team Member/Role assignment to appear in Hona automatically. Similarly, when a Client completes a Form or progresses through a Project Phase in Hona, that activity can write back to your CMS/CRM to update the corresponding record.
Syncing ensures that your team never has to manage duplicate records or worry about mismatched data — keeping your workflows consistent, your communication automated, and your Client experience seamless.
Syncing: Data "Pulling" and "Pushing"
When Hona is integrated with your CMS/CRM, data flows in both directions between the systems. Understanding this flow is key to seeing how Hona automates communication and keeps client information accurate.
Data Pulling refers to Hona retrieving information from your CMS/CRM — such as contacts, cases, phases, team assignments, and other mapped fields. This data powers features in Hona like Project Type updates, Forms, and Team assignments, ensuring your workflows and client notifications are based on the most current information from your CMS.
Data Pushing refers to Hona writing information back into your CMS/CRM — including message logs, notification activity, form submission notes, and documents generated or submitted through Hona. This ensures your case records in the CMS always include a full log of client interactions that happened in Hona.
By understanding where Hona pulls data from and what it pushes back, your Business can maximize automation, reduce manual entry, and maintain a complete, accurate client record in both systems.
Going Live with Hona: Inactive vs Active integration
In short:
Inactive Integration = connection established, no automatic data flow yet
Active Integration = automatic nightly syncs run, powering your Hona features and Client updates
Before "going live" with Hona, your integration in Hona will appear as Inactive. In this state, the connection between Hona and your CMS/CRM is established, but no data is being passed automatically yet. All data passed through the integration when it is Inactive is done through manual syncing only. This allows you to configure your settings, test mappings, and preview how information will flow between systems without triggering notifications or automated updates to Clients. Your integration typically stays Inactive during onboarding, and when you're ready, you "go live" by a Hona representative setting your integration to Active.
Once your integration is set to Active, Hona begins running automatic daily syncs around midnight. During each nightly sync, Hona pulls the latest data from your CMS/CRM — such as new cases, updated phases, team assignments, or Client details. That synced information then powers your automated Hona features, like Project Type updates, Form assignments, and Client notifications. Any notifications triggered by those updates will send to Clients the following day (not at midnight), ensuring communication remains timely and accurate without requiring manual work from your team.
This transition marks the point where your Hona setup moves from configuration to full automation — keeping your data in sync, your workflows efficient, and your Clients consistently informed.
Nightly Syncing vs Manual Syncing
In short:
Nightly Syncing: Whole-account sync which runs automatically every day at midnight. Syncs data for all cases in your CMS/CRM. No manual action required, but your integration must be set to Active.
Manual Syncing: Initiated manually in Hona for one Project at a time, typically used for immediate Client updates or during setup/testing.
Once your integration is connected, Hona passes data with your CMS/CRM through two types of syncing: Nightly Syncing and Manual Syncing. Both serve the same purpose — sharing data across systems — but differ in how and when they run.
Nightly Syncing
Nightly Syncing is an automatic process that runs every night at midnight once your integration is Active. During this sync, Hona pulls the latest updates from your CMS/CRM — including new cases, phase changes, team assignments, client details, and other mapped data.
Any information captured during the nightly sync is used to trigger Hona's automated features, such as case updates, form requests, or client notifications, which are then sent to Clients the following day.
Because this process runs automatically, no manual action is required from your team. The nightly sync ensures that all active cases stay fully aligned with your CMS/CRM without needing to manage updates individually.
Manual Syncing
Manual Syncing allows you to sync data for a single Project on demand. It's done directly from the Actions button within an individual Project in Hona.
This option is useful when you want to trigger an automated update or refresh a case immediately — rather than waiting for the nightly sync. Manual syncing is particularly important during onboarding, when your integration is still Inactive. With an Inactive integration, manual syncs are the only way to pull or test data from your CMS/CRM while you're building and testing Hona features.
Important: Your CMS is the Source of Truth
Your CMS/CRM (Filevine, Clio, MyCase, etc.) is the authoritative source for case and client data. Hona pulls from it — it does not overwrite case records in your CMS except where explicitly configured (for example, logging messages or form submissions back as notes on the case).
What this means in practice:
If a client's phone number, email, or case details differ between Hona and your CMS after a sync, the CMS value will take precedence on the next nightly sync.
Always make contact or case updates in your CMS — not in Hona — if you want those changes to persist.
Updates made only in Hona (without a corresponding change in your CMS) may be overwritten the next time a sync runs.
This is especially important for client contact information. If you update a client's phone number in Hona but not in your CMS, the next nightly sync will restore the CMS value in Hona.
Troubleshooting: Sync Not Working?
If data is not syncing, updates are not showing, or your integration appears inactive, use the questions below to identify the cause.
Is this one record not syncing, or many records?
One record: Use the manual sync button on that specific Project in Hona (Actions → Sync). If it still doesn't update, the issue is likely a mapping problem for that project type or phase. See the mapping guide for your integration.
Many records / sync stopped working entirely: Your integration may have lost its connection. For Filevine, check whether your PAT (Personal Access Token) has expired — PATs expire annually and must be renewed. For Clio and other OAuth-based integrations, try reconnecting via Company Settings → Integrations.
Did this ever work correctly?
Never worked: This is likely a mapping issue. Review your field mapping in Company Settings → Integrations → Map Fields. See the mapping guide for your CMS.
Worked before but recently stopped: Check whether your PAT or OAuth token needs to be renewed. Also check whether the integration still shows as Active — if it reverted to Inactive, contact support.
What exact data is missing?
A specific field is not pulling correctly (e.g., wrong phase, missing phone number): Check field mapping in Company Settings → Integrations → Map Fields. Field names must match your CMS exactly and are case-sensitive.
An entire project is not appearing in Hona: Check whether the Hona Enabled field is mapped and set correctly in your CMS, and whether the project is included in the mapped report or accessible via the connected account.
Integration shows as Inactive?
Nightly syncs are not running. This is expected during onboarding. When you are ready to go live, contact your account manager or [email protected] to activate your integration.
Conclusion
Syncing keeps your Hona Org and CMS/CRM aligned, turning your integration into a powerful tool for automation and accuracy. Whether through nightly syncs or manual updates, syncing ensures your data, workflows, and Client communications remain seamless, timely, and reliable — freeing your team to focus on delivering exceptional work and Client experiences. For any questions or concerns, please chat with our support team or reach out to us directly at [email protected].