Key Terms
Key Terms
What do you mean when you say...
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 Business Users in 1 Hona Org.
Client = Client of the Business/end-user of Hona
Lead = Potential Client of the Business/end-user of Hona
Hona Client Portal = interface where Clients and Leads interact with Hona features. Business Users configure 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.
Goal
The goal of this article is to help you successfully create, configure, and activate your Hona AI Agent so your Business can begin handling inbound calls more efficiently. By following these steps, you’ll ensure your Agent is properly set up with the right greeting, language, and call-routing experience for your callers.
Overview of Steps
1. Create Agent
You have two options when creating your AI Agent:
Option 1: Quick Agent Creation
This Agent is configured automatically with just one click. Using information from your Business's website, Hona will automatically create personas for your different practice areas.
Select “Start Quick Creation.”
Enter Business website URL
Allow the setup to complete
Option 2: Personal Injury Intake Agent
This Agent is pre-configured to meet the needs of a Business who only practices Personal Injury. The benefit of using this Agent persona is that it is already optimized for Business needs specific to Personal Injury. Because Hona will not be scanning your website, you will need to configure the Agent manually, but this is much less time consuming than optimizing.
If your primary practice area is Personal Injury, select the “Personal Injury Intake Agent” to create your Agent.
2. Configure Agent + Greeting
Phone Number: The phone number automatically assigned to your Hona AI Agent. The next step below will give you more information on how to connect this number with your Business's existing calling number.
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 Agents uses for new callers versus existing contacts. Hona will store the contacts of your callers in order to recognize who they are if they call again.
3. Activate Agent
Once your Agent is configured, it is fully activated! You can use the number provided by Hona as a direct calling line, but we highly encourage you to route the number to your existing phone line if your Business already has a calling number. Though it requires an extra step, this is a key value point of the product and will give your Business a much higher-value experience using the AI Receptionist.
To learn more, please visit Routing AI Receptionist to Existing Business Number.
What value do I gain by routing the AI Receptionist to my Business number?
What value do I gain by routing the AI Receptionist to my Business number?
When you invest in Hona's AI Receptionist tool, your AI Agent will automatically be connected to a number provided by our partner phone carrier, Twilio. This number can be used by your Business for callers to connect to your AI Receptionist if you would like to use it as a direct line! The reason we encourage routing this number to your Business's number is so you don't need to worry about transitioning your Business, staff, Clients, or website to a new "calling number." Being able to maintain your original Business number will increase the value of the product immensely, offering a high-value experience for both you and your callers.
FAQs
Can I edit the Agent to be more specific to my Business? I want different things to happen depending on who is calling.
Can I edit the Agent to be more specific to my Business? I want different things to happen depending on who is calling.
Yes! You can optimize your Agent even further so it handles your callers more specifically to who they are in terms of your Business. This is done by creating caller profiles and configuring actions for each. To learn more about how to utilize these tools, please visit Optimizing AI Agent for Business-Specific Caller Outcomes.
Conclusion
Your AI Agent is now created, configured, and activated—giving your Business a powerful tool to handle calls automatically and professionally. Whether you use Hona’s direct number or route it to your existing Business line, your Agent is ready to support your callers. As your Business needs evolve, you can continue optimizing your Agent with caller profiles and custom actions to deliver an even more tailored experience. For additional questions or concerns, please chat with our support team or email us directly at [email protected].