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 identify, create, and configure Caller Profiles so your Hona AI Agent can recognize different caller types and take the right action every time.
Overview of Steps
1. Identify the Types of Callers for your Business
Caller Profiles are built on the basis of who is calling your Business. To determine what Caller Profiles you will need to create, you first need to identify:
How would you "group" caller types for your Business?
Would you like to have the Agent to do different things depending on which "group" the caller falls into?
If any of these "groups" involve Potential New Clients or Leads, would you like the Agent to ask additional questions in order to qualify or disqualify the Lead automatically?
What questions are necessary for the Agent to ask in order to qualify or disqualify a Lead to your Business's standard?
The list below represents the different types of individuals who may contact your Business. Common examples include:
Existing Client
Potential New Client (Lead) – Qualified
Potential New Client (Lead) – Unqualified
Medical Representative
Judges / Lawyers / External Legal Roles
Other – A catch-all profile for callers who don’t fit into the categories above.
What value is gained by configuring Caller Profiles?
What value is gained by configuring Caller Profiles?
Your Agent will be able to take different actions for different caller profiles, enabling the Agent to support your Business further by being able to provide different resources to different types of callers.
Can you provide an example of how other Hona Businesses have configured their Caller Profiles?
Can you provide an example of how other Hona Businesses have configured their Caller Profiles?
Of course! The examples provided above are "general" examples, so let's break down the nuanced example which involves qualifying a Lead:
Desired Business Outcome: When a Lead is qualified by the AI Agent, I want the call to be transferred during business hours, but if they call after-hours, I want them to leave a message.
Hona Configuration: You would need 2 separate caller profiles to handle the 2 different actions with separate conditions:
Caller Profile: Lead - Qualified
Condition: your defined business hours
Action: Transfer Call
Caller Profile: Lead - Qualified
Condition: your defined after hours
Action: Leave a Message
2. Create Caller Profiles
When you created your Agent, either through the Quick Agent Creation or through the pre-configured Personal Injury Intake Agent, caller profiles are automatically generated for you in Hona.
If any profiles are missing for your Business needs, 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.
3. Configure Caller Profiles for Desired Outcomes
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].