What this article helps with: Switching Lia on for your firm yourself, 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 her, and you want to configure how she 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 = Lia being switched on for your whole firm. Lia Respond is included in every Hona plan and a firm Admin turns it on from the Lia page; Advanced Skills such as Care Coordination and Provider Liaison are still enabled per firm by Hona.
Role = the account type a person has in Hona: Admin, User, Team User, or Follower. It decides what they see.
Permission = an extra grant to one person on top of their role. Enabling Lia on a case by hand needs one; it is set on the Auto Enable Settings and Permissions page or under Company Settings → Team.
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: turn Lia on for your firm
Lia Respond is included in every Hona plan, and a firm Admin switches her on without a call to Hona.
Open Lia in your left-hand navigation. If Lia is not on yet, the entry carries an Included tag and opens a page that introduces her — Lia Respond, Lia Care Coordinator, and Lia Provider Liaison — with a demo video. As an Admin you see two buttons at the top of the page and again at the bottom: Enable for your firm and Learn More. (Users, Team Users, and Followers see only the marketing button; ask an Admin.)
Press Enable for your firm. Nothing is switched on yet — Lia first asks How do you want to assign cases to Lia?
Manually select cases — Lia is turned on for the firm, you get the Lia permission, and a picker asks Which cases should Lia work on? Search, tick up to 50, press Enable Lia on N cases. Lia is enabled on those cases' primary contacts and waits for them to text; she sends no welcome message. Good for a pilot.
Auto Assign New Cases — Lia is turned on for the firm with Auto Enable on, so every new case is enabled from now on. Lia then asks Include your existing cases too?: New Cases Only, or New and Existing Cases (N) to bring the open ones on as well.
Either way a confetti card confirms it — Congratulations, Lia is now monitoring N cases! or Congratulations, Lia will start responding on your next new case! — and you land on Agent Settings with an offer: Want a quick walkthrough of Lia? "She'll show you where she works and how to tune her — it only takes a minute." Say yes; it walks Context, Escalation rules, and Auto Enable Settings and Permissions on the real screens and you can restart it any time from Start walkthrough on the Lia Respond card.
Advanced Skills are still enabled per firm by Hona:
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 skill is on, a firm admin configures it in Agent Settings and can adjust it whenever they want.
If you do not see Enable for your firm: check that your role is Admin, and that you are signed in to the right firm. If there is no Lia entry at all, contact Hona Support or your account team.
Who to contact
For the Advanced Skills, talk to your Hona account team, chat with our support team, or email [email protected]. Tell them which skills 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 the base agent 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.
Action | Admin | User | Team User | Follower |
See the Lia section in the navigation | Yes | Yes | Yes | No |
Change firm-wide Agent Settings | Yes | No | No | No |
Turn Lia on for the firm from the Lia page | 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 navigation 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.
The fastest place is Agent Settings → Auto Enable Settings and Permissions → Manually Enable Permissions: the User Permissions table lists everyone at your firm with a Lia switch per person. It is the same grant as the Team checkbox below.
An Admin grants it here:
Go to Company Settings → Team → Team Members.
Click the person you are granting it to.
Open User Permissions. A dialog 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.
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 Auto Enable on. If new cases are not enrolling by themselves, look at the Auto Enable switch in the header of the Lia Respond card in Agent Settings, then open Auto Enable Settings and Permissions and check User Auto Enable Settings and Phase Auto Enable Settings: on Select users or Select phases with nothing selected, nothing enrolls. The row's warning icon names the problem.
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: Context and FAQs. Lia will appear and work without them. She will escalate more often and answer with less firm-specific detail, because you have not told her anything about your firm yet. Fill them in early.
What it looks like once she 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, and Agent Settings; if your firm has AI Drafts, it appears 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.
Where the app still says "Case Agent"
Lia is the name across this help center, and the main navigation now says Lia. A few screens have not caught up yet, so you will still see the older Case Agent wording in places. These are the same features under a different label:
Case Agent Summary, Case Agent Enrollment Eligible, and Case Agent Auto Enroll on dashboard and list views.
Case Agent settings, which is the same page this help center calls Agent Settings.
Setup copy reading Meet Lia, your AI Case Agent.
The Medical Management: Enroll Cases permission checkbox under Settings, Team.
Nothing is different underneath. If a screen says Case Agent and this help center says Lia, they are the same thing, and the labels are being brought into line.
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 the Lia entry in your navigation carries an Included tag and opens a page describing Lia rather than the dashboard, Lia is not on yet. An Admin turns it on from that page with Enable for your firm. If there is no Lia entry at all, 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.
Enrolling clients on Lia: putting your first clients on, manually or automatically.
Enabling Lia on your existing cases: what happens to the cases already open when you turn Lia on.
Auto Enable Settings and Permissions: which cases come onto Lia automatically, and who can enable her by hand.
Troubleshooting and FAQs: Lia: symptoms, causes, and fixes.
Agent Settings: teaching Lia about your firm: the first thing to do once Lia is on.
Conclusion
Most Lia problems in the first week are access questions, not product faults. Confirm Lia is enabled for the firm (an Admin can do it from the Lia page), 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].