What this article helps with: What the Care Coordination skill takes over, what each of its three skills does in practice, and how to switch them on, adjust them, or pause them for one client.

Who this is for: Firm admins who configure Lia, and case managers who work treating clients every day.

When not to use this article: This covers the client-facing messages Lia sends while someone is treating. Chasing a provider office for a bill or a record is a different skill. See Provider Liaison.

Care Coordination is the client-facing side of Lia. Every message it sends is a text, to your client, from the firm number they have been talking to your team on all along. Lia does not make phone calls.

The in-product description of the skill reads: "Reminders, follow-ups, and check-ins while a client is in treatment. Pause per client from their page."

Think about the messages a case manager sends over the months a client is treating. The reminder before Thursday's appointment. The text the next morning asking whether they made it. The one three weeks later asking how they are feeling, sent to someone who has gone quiet. None of it takes judgment. All of it takes time, and it is the first thing to slip when the caseload grows.

Care Coordination runs only while a client is in treatment. That is not a soft rule about tone, it is the switch the skill runs on. When In Treatment is off for a client, none of it sends.

Care Coordination is one card in Agent Settings, but it contains three separate skills, each with its own toggle. You can run all three, or one, or any combination.

In the product: "Proactive nudges before scheduled treatment visits." The sub-label reads "Reminders before appointments."

This is the one most firms turn on first, because a missed appointment hurts twice. The client loses the treatment, and the file loses the visit. A reminder in the client's hand a day ahead keeps both.

If a client does miss an appointment and Lia cannot reach them afterward, that becomes an escalation to the case owner rather than a note nobody reads.

In the product: "Check-in messages after clients attend appointments." The sub-label reads "Follow-up after appointments."

This is the message that runs after the visit, and it does more work than it looks like. It confirms whether the client actually went, which is the difference between an appointment that is on the calendar and a visit that is on the record. It catches the client who says the office rescheduled them. And it is often where a client mentions a new provider or a referral, which lands on the case instead of in someone's memory.

In the product: "Periodic journal prompts to track how clients are feeling between visits." The sub-label reads "Periodic check-ins between visits."

Check-ins are not tied to a specific appointment. They go out between visits, asking how the client is doing.

This is the one worth understanding properly, because it is how a firm finds out a client has stopped treating. A client who quits going to physical therapy almost never calls to say so. They just stop, and the file goes quiet, and the gap shows up months later when someone finally reviews the records. A periodic check-in is a person asking a simple question on a schedule that never slips, and the answer to it is often the first sign that something needs a call from your team.

If a client mentions pain or symptoms that are not currently being treated, Lia escalates that to the case owner. Lia does not assess it and does not give medical advice.

Go to Agent Settings, scroll to Advanced Skills, and open the Care Coordination card. The footnote on the card reads "Active while client is in treatment."

The page is titled Care Coordination package, with the same subtitle as the card. Under it sit four rows. Introduction is always on, and it covers how Lia introduces itself when a client is first enrolled. The three skills below it each have their own toggle. Every row has a Customize button.

Only Admins can change firm-wide Agent Settings. Everyone else can open the page and read it, but the save will not stick.

Care Coordination is switched on for your firm by Hona, not from this page. If your firm does not have it, the card is not operable: instead of working toggles you get a short description of the skill and a Learn More button. Either that, or no card at all. Both mean the same thing, which is that the skill is not turned on for you yet. Contact Hona Support or your account team.

Care Coordination only runs for a client whose In Treatment switch is on.

Pausing is real. It blocks outbound messages at the execution layer, not by asking the agent nicely. A paused agent that is explicitly told to text a client cannot do it, and will say so. Work already in progress is kept rather than thrown away, and it picks up again when you switch the client back on.

These two skills sit side by side under Advanced Skills, and they get confused constantly, so it is worth being blunt about it.

Care Coordination talks to your client, by text. Provider Liaison talks to provider offices, by email. Neither one requires the other. You can run Care Coordination with the Liaison switched off for the whole firm, or run the Liaison for a client whose In Treatment switch is off. They are independent siblings, not a feature and a sub-feature. They do work well together: Care Coordination is often how a new provider gets named in the first place, and the Liaison is what then emails that office.

Limits apply to everything Care Coordination sends. The guardrails article covers them properly. Two come up constantly.

Alongside those: the introduction Hona ships names the agent and says it is an AI assistant, never gives medical or legal advice, and never applies pressure that could read as harassment. That introduction is yours to edit under the Introduction row on the Care Coordination package page, so check it if your firm has rewritten it. After five contact attempts with no response, Lia stops and hands the client to a person.

Care Coordination is the part of Lia that keeps a treating client in conversation with your firm, week after week, without anyone on your team having to remember. Reminders before, follow-ups after, and check-ins in between, all of it stopping the moment you switch In Treatment off. If you have questions, chat with our support team or email [email protected].