What this article helps with: Getting Lia switched on for your firm, understanding who at the firm can see and do what, and ruling out an access problem before you conclude something is broken.
Who this is for: Firm admins setting Lia up for the first time, and anyone who cannot find Lia in their navigation and wants to know why.
When not to use this article: If Lia is already on and you can see it, and you want to configure how it behaves, go to Agent Settings: teaching Lia about your firm instead.
Key Terms
Key Terms
What do you mean when you say...
Firm-level enablement = Hona switching a Lia capability on for your whole firm. Nobody at the firm can do this from a settings page.
Role = the account type a person has in Hona: Admin, User, Team User, or Follower. It decides what they see.
Permission = an extra checkbox granted to one person on top of their role. Enrolling clients needs one.
Enrollment = putting a client on Lia. Until a client is enrolled, Lia does nothing for them.
Skill = a package of work Lia can take on, like Care Coordination or Provider Liaison.
Step one: Lia is turned on by Hona, not by you
This is the part that surprises people, so it is worth saying plainly. There is no settings page anywhere in Hona where a firm admin can switch Lia on from nothing. Every Lia capability is enabled per firm by Hona.
That covers all of it:
Lia Respond, the always-on layer
Care Coordination
Provider Liaison, including post-appointment collection and the Provider Emails page
Provider recommendations
Chat with Lia, the private staff-facing drawer
Once a capability is on, a firm admin configures it in Agent Settings and can adjust it whenever they want. Before it is on, there is nothing to configure and nothing to find.
Who to contact
Talk to your Hona account team, or chat with our support team, or email [email protected]. Tell them which parts you want. Availability depends on your Hona package, so your account team is the right first conversation.
Two things are worth naming specifically when you ask, because they are enabled separately from Lia Respond and firms often assume they came along with it:
Provider Liaison. Without it there is no Provider Emails page.
Chat with Lia. You can have the AI bar in a conversation and still not have this drawer.
Step two: who at the firm can see and do what
Once Lia is on for the firm, what an individual sees depends on their role in Hona. There are four roles a firm assigns: Admin, User, Team User, and Follower. There is also a Super Admin role, but that one is internal to Hona and not something your firm hands out.
Action | Admin | User | Team User | Follower |
See the Lia section in the nav | Yes | Yes | Yes | No |
Change firm-wide Agent Settings | Yes | No | No | No |
Open Agent Settings, read-only for non-admins | Yes | Yes | Yes | No |
Enroll or unenroll a client | Yes | With the Enroll Cases permission | With the Enroll Cases permission | No |
Resolve escalations | Yes | Yes | Yes | No |
Add or edit providers | Yes | Yes | Yes | No |
Mark a provider Preferred | Yes | No | No | No |
Send or draft provider emails | Yes | Yes | Yes | No |
Approve an AI draft | Yes | Yes | Yes | No |
Why Followers see nothing
Followers cannot use Lia at all. Not the nav section, not Agent Settings, not the AI bar in a conversation. After firm-level enablement, this is the single most common reason one person at a firm cannot find something everyone else can see.
If a colleague says Lia has vanished for them and it is clearly working for the rest of the office, check their role before you check anything else. An Admin can change the role to Admin, User, or Team User.
Step three: grant the Enroll Cases permission
Enrolling and unenrolling clients needs a per-user permission on top of the role. Admins already have it and do not need it granted. Users and Team Users do.
An Admin grants it here:
Go to Company Settings → Team → Team Members.
Click the person you are granting it to.
Open User Permissions. A modal opens titled User Permissions with that person's name.
Tick the checkbox labeled Medical Management: Enroll Cases.
That checkbox label is an old string in the product that has not been renamed yet. We are naming it here exactly as it appears on screen so you can find it. Everywhere else, including the rest of these articles, it is just the Enroll Cases permission.
Decide early who needs it. If your case managers are meant to put their own clients on Lia, they each need this ticked, and a firm that skips this step ends up with one Admin doing every enrollment by hand.
You can also grant it from Agent Settings → User Management, the page titled Who can use Lia. It shows how many people at your firm already have access, such as 28 of 34, with Manage individually and Turn on for everyone beside the count. Both places set the same permission, so use whichever is easier. Turn on for everyone grants the Enroll Cases permission to the people on your team at the moment you click it. People added to the firm later do not get it automatically. Grant those individually here, under User Permissions.
Step four: the prerequisites that are not permissions
Roles and permissions decide what a person can see and click. These next items decide whether Lia can actually do anything, and they trip up firms who have every permission correct.
The client needs a phone number on file. Lia texts clients. Without a number on the contact, there is nothing to text.
Your firm needs a main phone number configured for outbound texts. If nobody at the firm is receiving Lia messages, this is often why. Contact Hona Support.
Two-way messaging has to be available.
The client has to be on a case. Enrollment attaches Lia to a contact plus a case, not to a contact alone.
Automatic enrollment needs phases configured and switched on. If clients are not enrolling by themselves, check Agent Settings → Skill Automations for whether the setting is on Manual Only, and whether any phases have the Lia Respond column switched on.
Provider Liaison needs more. Providers in the Provider directory with email addresses on them, and a signed HIPAA authorization on the client before bills or records can be requested.
One more that is not a blocker but shapes everything: firm context and FAQs. You write FAQs on each phase under Company Settings → Project Types. Lia reads them across the whole case type, so an FAQ on a later phase still reaches a client earlier in their case. Lia will appear and work without them. It will escalate more often and answer with less firm-specific detail, because you have not told it anything about your firm yet. Fill them in early.
What it looks like once it is on
When Lia is enabled and your role allows it, a Lia section appears in your left-hand navigation containing Dashboard, Clients, Provider directory, Provider Emails, Agent Settings, Live preview, and Performance Reviews, with AI Drafts below.
The dashboard is the natural landing spot. Counters across the top for CLIENTS, ESCALATIONS, DRAFTS, and TIME SAVED, then Clients to Review, then Eligible for Enrollment, then Team Performance.
Some items in that list depend on which skills you have. The Provider directory appears when either Care Coordination or Provider Liaison is enabled. Provider Emails appears with Provider Liaison.
Why can't I see this?
Work down this list before you open a ticket. Most reports of Lia being broken land on one of the first three.
Is Lia enabled for your firm? If no one at the firm has a Lia section, it is not on yet. Contact Hona Support or your account team.
Is your role a Follower? Followers see none of it. An Admin changes the role.
Are you signed in to the right firm? If you have access to more than one, switch companies and look again.
Are you trying to save Agent Settings without being an Admin? Non-admins can open the page and read it, but not change firm-wide settings. Ask an Admin.
Are you missing the Enroll Cases permission? That is the one that stops enrolling and unenrolling specifically, while everything else still works.
Is the missing piece a whole skill? No Provider Emails page means Provider Liaison is not on. No Chat with Lia drawer, even with the AI bar present, means that piece is not on.
For symptoms that are not on this list, such as Lia not texting a particular client or provider emails being blocked, see Troubleshooting and FAQs: Lia.
Where to go next
What is Lia?: the overview of what Lia does on a case and how the pieces fit together.
Lia Respond: answering your clients' inbound questions: what the reactive layer actually does once access is sorted.
Agent Settings: teaching Lia about your firm: the first thing to do once Lia is on.
Enrolling clients on Lia: putting your first clients on, manually or automatically.
Testing Lia with Live preview: rehearsing against your own phone before a real client is involved.
Troubleshooting and FAQs: Lia: symptoms, causes, and fixes.
Conclusion
Most Lia problems in the first week are access questions, not product faults. Confirm the firm-level enablement, then the role, then the Enroll Cases permission, then the prerequisites, in that order. If you have questions, chat with our support team or email [email protected].