Option 1: Quick Agent Creation
Select “Start Quick Creation.”
Enter your website URL.
Allow the setup to complete. Hona will automatically pull the practice areas listed on your website and generate the appropriate personas for each one.
Option 2: Personal Injury Practices
If your primary practice area is Personal Injury, select the “Personal Injury Intake Agent” template as your starting point, then customize as needed.
Editing your Agent:
Phone Number: The phone number assigned to your Hona AI Agent.
Fallback Number: A backup number that will receive calls if the AI system experiences an outage. Calls will route here automatically until the system is restored.
Default Language: The language used for the initial greeting. The agent will automatically switch to the caller’s language if it is supported.
Greeting: Customize the greeting your agent uses for new callers versus existing contacts.
Caller Profiles
Summary
Caller profiles represent the different types of individuals who may contact your law firm. Common examples include:
Existing Client
Potential New Client – Qualified
Potential New Client – Unqualified
Judges / Lawyers / Legal Staff
Other – A catch-all profile for callers who don’t fit into the categories above.
A key consideration when setting up caller profiles is that each profile should reflect the actions you want the agent to take. For example, if you want qualified potential new clients to be transferred during business hours but to leave a message after hours, you’ll need to create two separate profiles to support those different actions. Hona simplifies this by allowing you to duplicate an existing profile and adjust it as needed.
Created Profiles
When you create your Agent using either the template or the quick creation process, you’ll see the caller profiles that Hona automatically generated for you. If any profiles are missing, click the “+” icon in the upper-right corner to add them. You can either create a new profile from scratch or choose from our library of commonly used profile templates.
Editing the Profiles
Click on a profile to edit, you will see three main sections.
Identification: Provide guidance that helps the Agent accurately recognize this type of caller. For example, if you're creating a profile for a potential new client with a Personal Injury case, you might see instructions similar to the following:
Information Collection: Specify the details you need to gather when this type of caller reaches out. Some default fields—such as basic contact information—will already be included. To capture additional details, click “Add Variable” to choose from our template questions or create a new custom question from scratch.
Actions: After the agent collects the necessary information, choose what should happen next. You can select from four options:
Transfer Call: Provide the phone number you’d like Hona to transfer the call to. The agent will attempt a warm transfer—informing the recipient who is calling and asking whether they’d like to accept the call. If the call is not answered, the agent can either take a message or offer to schedule an appointment.
Schedule Appointment: The agent will ask the caller if they’d like to receive a text message with your scheduling link. You can enter any scheduling link you use.
Take a Message: The agent will let the caller know they can leave a message and that someone will follow up as soon as possible.
End Call: This action must be the final step for both “Schedule Appointment” and “Take a Message.”
Once everything is customized to your preference, be sure to click the “Save” icon in the top right hand corner.
Other Settings
Post-Call Actions:
Email Transcript: Receive an email notification when a call comes through
Text Transcript: Receive a text message notification when a call comes through
Case Management System Integration: If Hona is connected to your CMS, we can post a note to existing clients for the call summary
Company Information: The Agent automatically pulls general details from your website—such as business hours, office address, and other standard firm information—to help answer common questions. If there’s any additional or specific information you want the Agent to reference, you can add it here.
If you have any additional questions or concerns, please chat with our support team or email [email protected].