What this article helps with: Understanding what data Hona sends back into MyCase — including automatic logging of messages and documents, form field mapping, and lead conversion automation.
Who this is for: Firm admins and staff using the MyCase integration with Hona who want to understand what activity is captured in MyCase automatically.
When not to use this article: If you want to understand what Hona pulls from MyCase, see MyCase Syncing: Data Pulling. If logging has stopped working or the integration isn't syncing, see Integrations: What is Syncing?.
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
Client = Client of the Business and end-user of Hona Client features
Lead = potential Client of the Business
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
Before Getting Started:
Before Getting Started:
This article explores how data is pushed by Hona into 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 data is pushed from Hona into your MyCase account, keeping your Client and case information consistent across both platforms. You'll learn how Hona automatically logs 2-Way Messages, Notifications, and Documents in MyCase, how Form Field Mapping keeps case details up to date, and how a Lead Conversion Automation can create new contacts in MyCase. Together, these features ensure that your staff can manage communication, documentation, and client data seamlessly between Hona and MyCase without extra manual work.
Click to skip to:
Logging — 2-Way Messages, Notifications, Documents
Logging
What logs in MyCase from Hona?
Hona automatically logs communications sent through Hona in your MyCase account. This keeps data consistent across both platforms so you never need to manually transfer information between your software. Hona separates the data it logs into 3 groups: 2-Way Messages, Notifications, and Documents.
Where do 2-Way Messages + Notifications log on a case in MyCase?
In MyCase, 2-Way Messages and Notifications log in the same thread in the Communications tab of a Client's case. Hona logs both inbound and outbound 2-Way Messages, so you can see both what you sent and what the Client sent in the same place. You will also see all Notifications the Client received from Hona in this thread. Open the thread to read full details — when each message was sent, who sent it, and message contents.
What triggers a Client Notification?
What triggers a Client Notification?
It depends on what features you decide to configure in your Org. Some examples of Notifications your Client might receive through Hona:
New Project Notification — triggered by creation of a Project in Hona, gives the Client initial access into their Client Portal
Phase Change Notification — notifies the Client that their Phase has changed
Review Request — asks your Client to review you in Hona, which may forward them to your public review page
Drip Notification — custom notification configured to send to the Client during a specific phase
Calendar Events — notifies the Client of an event the Business has scheduled for them in Hona
Where do Documents log on a case in MyCase?
All Documents sent by your Clients through Hona automatically upload into the Documents section of the Items & info tab of a Client's case in MyCase.
How do Clients send documents through Hona?
How do Clients send documents through Hona?
The most common scenarios where you will receive a document or file from your Clients through Hona:
2-Way Messaging: The Client texts you a document file (under 5 MB), or they upload it directly into the messaging thread of their Client Portal (over 5 MB).
Forms: The Client uploads a file to answer a question on a Form you have assigned them in Hona.
E-Signatures: The Client submitted an E-Signature request you sent them through Hona. All completed E-Signature requests generate a copy of the document automatically and store it in the Client's case.
Form Field Mapping
Is Form Field Mapping available for a MyCase integration with Hona?
Yes. Hona's Form Field Mapping feature is available for a MyCase integration. Enabling this feature allows Hona to push specific Client responses on Forms to automatically update fields in MyCase. Each question on a Hona Form can be mapped to a corresponding field in MyCase.
Example: A Client completes a question asking for a "Court Date" on their Hona Form. That question is mapped to a custom field in MyCase called "Court Date," so when the Client submits their answer, this field automatically updates in MyCase with the value the Client entered. It only updates the custom field on their specific case.
How do I map a MyCase field to a Hona Form question?
Open your Form and make sure it's attached to your MyCase integration. Find the question you want to map, then select the three grey dots in the bottom right corner of the question. A menu will appear with the option to Update MYCASE Field. All MyCase fields compatible with that question type will appear in the dropdown. If you don't see the field you want, the question type on the Form and the field type in MyCase are likely incompatible — you will need to change one or the other.
Lead Conversion Automation
How does Hona push captured Leads into MyCase?
If you have the Lead Capture Chatbot or a Voice AI Agent configured in your Hona Org, you will be capturing new Leads in Hona. Those Leads can be automatically pushed and converted into a Client contact in MyCase by Configuring a Lead Automation in Hona. The timing of when this conversion happens — whether it's automated right when you capture the Lead or manually fired by your team — is decided by you when configuring the automation.
Troubleshooting: Data not logging or pushing to MyCase
Messages not logging in MyCase — Confirm the integration is Active in Hona. Inactive integrations do not run nightly syncs or logging. Contact support to activate. See also Integrations: What is Syncing?.
Documents not appearing in MyCase — Confirm the Client submitted the document through Hona (via 2-Way Messaging, a Form, or E-Signature). Documents are logged automatically when the integration is Active.
Form field not updating in MyCase after submission — Check that the Form question is mapped to the correct MyCase field via the Update MYCASE Field option. Confirm the question type and MyCase field type are compatible.
Lead not converting to Client in MyCase — Confirm that a Lead Conversion Automation is configured in your Hona Org. See How to Configure Lead Automation.
Why this matters
Accurate data syncing between Hona and MyCase saves your team time and prevents data loss by automatically storing communications and documents in the correct Client case. Form Field Mapping and Lead Conversion Automation help your Business maintain consistent, efficient workflows. For any questions, please chat with our support team or reach out at [email protected].