What this article helps with: Understanding exactly what data Hona pulls from MyCase and how it maps to Projects, Contacts, Team Members, and Team Roles in your Hona org.
Who this is for: Firm admins and staff configuring or troubleshooting the MyCase integration with Hona.
When not to use this article: If MyCase is not connected yet, start with MyCase Integration Setup. If data was pulling correctly before but has stopped syncing, see Integrations: What is Syncing?. If you want to understand what Hona pushes back into MyCase, see MyCase Syncing: Data Pushing.
Important: MyCase is the source of truth
Hona pulls case and contact data from MyCase — it does not write case data back to MyCase except where explicitly configured (such as logging messages, pushing form field responses, or lead conversion). If a client's contact details differ between Hona and MyCase after a sync, the MyCase value will take precedence on the next sync. Always update case and contact data in MyCase, not Hona.
Key Terms
Key Terms
What do you mean when you say...
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Org managed by the Business
Business User = An individual account within a Hona Business Org
Client = General term for the end-user of the Hona Portal
Lead = potential Client of the Business
Hona Portal = Digital interface where Clients interact with Hona features configured by Business
Good to know Hona terms:
"Project" is the Hona term used to define "case" or "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = Back and forth text messages between Business and Client, delivered through Hona's 2-Way Messaging feature
Client Notifications = Alerts sent to Clients to notify them and encourage usage of Hona features
Business Notifications = Alerts sent to Business Users to notify them of Clients engaging with specific Hona features
Before Getting Started:
Before Getting Started:
This article explores how data is pulled by Hona from your MyCase account, 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 and syncs data from your MyCase account into your Hona Business Org. You'll learn how Hona references specific MyCase objects, contact types, staff, and titles to create and organize Projects, Clients, Leads, Team Members, and Team Roles within Hona. Understanding how each of these elements sync ensures your Projects, Contacts, and internal team structures in Hona accurately reflect your MyCase setup.
Click to skip to:
Syncing Cases (object → Project/Lead)
Syncing Contacts (contact type → Client/Lead)
Syncing Team Members (staff → Team Member)
Syncing Team Roles (title → Team Role)
Syncing Cases
What object does Hona pull from MyCase?
The "object" refers to either a Case or a Lead, and Hona references these "objects" while syncing with MyCase to create new Projects/Leads in your Hona Org. Case objects are created as Projects in Hona, while Lead objects are created as Leads in Hona.
Only Cases are stored in MyCase. This means for a Project to exist in Hona, there must be a correlating case in MyCase. Lead objects do not exist in MyCase, but are available in a separate software called MyCase Leads (which can also be integrated with Hona).
If you store your "Leads" in MyCase (because you do not have MyCase Leads) and are planning on using Hona Engage to interact with both your Cases and Leads, be aware that you will need to filter them by an additional field in Hona to separate them as Case vs Lead, since they are technically the same object when Hona pulls them from the MyCase integration.
If you have MyCase and MyCase Leads, and connect both integrations to your Hona Org, your contacts will filter automatically by Case vs Lead when they generate in Hona because they are different objects.
Where and what does Hona pull from MyCase to create a Project in Hona?
Hona pulls information from the Case object in MyCase to create a Project in Hona. The fields Hona pulls are found in the Items & info tab of a case in MyCase, under Case Information and Custom Fields. Which fields are used to create Projects is determined by your Project Type Mapping.
Syncing Contacts
What contact type does Hona pull from MyCase?
The "contact type" is either a Client or Lead contact. Client contact types become Client contacts in Hona, while Lead contact types become Lead contacts in Hona.
All contacts stored inside of MyCase are Client contacts. Lead contacts do not exist in MyCase, but are available in MyCase Leads (which can also be integrated with Hona).
Where and what does Hona pull from MyCase to create a Contact in Hona?
By default, Hona will pull the main Client contact on a case. You can find who this is under the Contacts & staff tab on a case in MyCase. To create a Client contact in Hona, the following fields are pulled from the main Client contact:
First + Last Name
Group
Email
Phone (If multiple phone numbers are listed, Hona will pull from the Cell field. If no Cell number is available, it will pull the first available phone number listed.)
Date of Birth
What if I have Multiple Contacts on a Case configured?
What if I have Multiple Contacts on a Case configured?
If you configure your Hona Org to pull in multiple contacts on one case, Hona will create contacts by referring to the Group. Because this is a field you already configure when you create contacts in MyCase, most of your Clients should already be configured as Client. This means when you set up multiple contacts in Hona, you only need to create this one Client role for Hona to pull in all additional contacts listed in the group Client. You can also create additional roles if you want to pull in additional contacts and have them filter automatically in Hona, such as Co-Counsel or Judge.
Syncing Team Members
Where does Hona pull from MyCase to create Team Members in Hona?
By default, Hona will create all Team Members automatically in your Hona Org. It does this by referencing the Staff section of the Contacts & staff tab of a case in MyCase. When the case is pulled into Hona and a correlating Project is generated, Hona will automatically generate the Team Member profiles for all staff assigned to that case, and correlate those Team Members with the Projects they are associated with. The fields pulled to create Team Members are:
First + Last Name
Title
Email
Phone
Syncing Team Roles
Where does Hona pull from MyCase to create Team Roles in Hona?
Team Role creation in Hona is not automated, as the creation of Roles will display Team Member information to your Clients/Leads in their Hona portal. The field Hona references to create Team Roles is the Title of a staff member. This field is already pulled in automatically when Team Members are created, so all you need to do to create this Role in Hona is map its correlating Title value from MyCase.
For example: Attorney, Staff, Partner, Paralegal, and Associate Attorney are titles that could generate Team Roles in Hona based on staff assigned to a case. Only the Roles you create and map to these values will appear in Hona.
Troubleshooting: Data not pulling from MyCase
Use this section if specific data is not appearing in Hona after a sync. For general sync failures (integration stopped working, nightly sync not running), see Integrations: What is Syncing?.
Client phone or email not updating in Hona — MyCase is the source of truth. Update the contact details in MyCase and run a manual sync on that project in Hona.
Project not appearing in Hona — Confirm the case exists in MyCase and that the project type is correctly mapped. Check the Hona Enabled field if applicable.
Team member not appearing in Hona — Confirm the staff member is assigned to the case in MyCase under the Contacts & staff tab.
Team role not appearing in Hona — Team roles must be manually created in Hona and mapped to a staff Title value from MyCase. Check that the Title on the staff record matches the mapped value exactly.
Contact appearing as wrong type (Client vs Lead) — If you store Leads in MyCase (without MyCase Leads), they will appear as Client contacts. You will need to filter by an additional field in Hona to separate them.
Why this matters
Accurate syncing between MyCase and Hona is essential for maintaining clean, organized data across both systems. By understanding how Hona pulls information from MyCase, you can ensure Clients, Leads, and Team Members appear correctly in your Hona Org, enabling seamless communication and visibility for both your staff and Clients. For any questions, please chat with our support team or reach out at [email protected].