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 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.
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?
Overview
Syncing is the backbone of Hona’s integration with your CMS/CRM. It ensures that data flows seamlessly between systems, keeping client, case, and team information accurate and up to date. By understanding how syncing works — including the difference between data pulling and pushing, inactive vs active integrations, and nightly vs manual syncing — your Business can maximize automation, reduce manual work, and deliver a consistent, professional experience for Clients in Hona. Proper syncing allows Hona features like Project Types, Forms, Team assignments, and notifications to function automatically, creating a smoother workflow for your team and a more informed, engaged experience for your Clients.
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, and other key 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.
Data Pushing refers to Hona writing information back into your CMS/CRM, including messages, notifications, and documents generated or submitted through Hona. This ensures your case records in the CMS/CRM are always up to date and include a full log of client interactions.
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.
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, don't worry), 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 whihc 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.
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].