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 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.
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2-Way Messages/Notifications
Documents
Logging
What logs in MyCase from Hona?
One of Hona's most valuable features is its "logging" of communications sent through Hona in your CMS/CRM. This makes it so that data stays consistent across both platforms, and you never need to worry about big data transfers, or losing data, between your softwares. The automatic logging will also save your staff time on the day to day, since they will not need to download information or files out of Hona to store it in the Client's case.
Hona separates the data it logs into 3 different 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 will log in the same thread in the Communications tab of a Client's case in MyCase. Hona will log both inbound and outbound 2-Way Messages, so you will be able to see both what you have sent and what the Client has sent in the same place. You will also be able to see all Notifications which the Client has received from Hona in this thread.
Open this thread to read full details, such as when each message was sent, who sent it, and Message/Notification contents which the Client received.
What triggers a Client Notification?
What triggers a Client Notification?
So many things! It depends on what features you decide to configure in your Org. The more configured features = more Client notifications = more Client usage of Hona = more value for both you and then. Some examples of Notifications which your Client might receive through Hona:
New Project Notification = Triggered by creation of a Project in Hona, this notification gives the Client initial access into their Client Portal, wording is configured by the Business in a Project Type's settings
Phase Change Notification = notifies the Client that their Phase has changed, wording is configured by the Business in a Project Type's settings
Review Request = sends a notification to your Client asking them to review you in Hona, which may also forward them to your public review page, configured by the Business in the Reputation tab of their Hona Org
Drip Notification = custom notification configured to send to the Client during a specific phase, notification created manually by Business in a Phase's Other Settings
Calendar Events = notifies the Client of an event the Business has scheduled for them in Hona, Event Types are configured by Business and individual events are scheduled by Business Users
Where do Documents log on a case in MyCase?
In MyCase, all Documents sent by your Clients through Hona will 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?
A few different ways, it depends on what features you have configured in your Hona Org! 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 (file size < 5 MB), or they upload it directly into the messaging thread of their Client Portal (file size >5MB).
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 will generate a copy of the document for you automatically, and store it in the Client's case.
Form Field Mapping
Is Form Field Mapping available for a MyCase integration with Hona?
Hona’s Form Field Mapping feature is available for a MyCase integration. Enabling this feature will allow Hona to push specific Client responses on Forms to update fields automatically in MyCase. Each question on a Hona Form can be mapped to a corresponding field in MyCase.
Example:
A Client completes a question that asks 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 on their Form, this field will automatically update in MyCase with the value inputted by the Client. It will only update the custom field on their case.
How do I map a MyCase field to a Hona Form question?
To map a MyCase field to a question on your Form, simply open your Form and make sure it's attached to your MyCase integration. Find your question you want to map, and 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 that show in the drop-down are configurable with the question you have chosen from your Form. If you don't see the MyCase field you want to map your question to, it is likely because the question type on the Form and the field type in MyCase are not configurable. You will need to change one or the other to make the field appear in the drop-down.
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 when ready, is decided by you when configuring the conversion 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. With all Client activity and updates reflected directly in MyCase, your staff can stay informed and your Clients can experience smooth, connected communication from start to finish. For any questions or concerns, please chat with our support team or reach out to us directly at [email protected].