What this article helps with: Every setting on the Lia settings page: the Lia Respond card, its Auto Enable switch and its four rows, what Context asks you for, how escalation rules read, the Scheduled Report, and what the Advanced Skills cards control.

Who this is for: Firm admins configuring Lia. Only Admins can change these settings; everyone else can read the page.

When not to use this article: If nobody at your firm can see Lia at all, that is firm-level enablement rather than configuration. Start with Getting started with Lia: access and permissions.

Open Lia → Agent Settings in your navigation. The page itself is headed Lia settings.

Top right is Describe a change, with a ⌘K shortcut, which lets you say what you want changed in plain language instead of hunting for the control.

Older layout. A few firms still see the earlier version of this card, with an Automatic enrollment chip and rows called User Management and Skill Automations. If that is what you see, those two rows together do what Auto Enable Settings and Permissions does below, and Hona will move you to the new layout shortly.

The page opens on the Lia Respond card. It carries an Auto Enable chip with an On/Off switch, a Start walkthrough button (a two-minute tour on the real screens; it reads Walkthrough · 3 of 7 part-way through and Restart walkthrough when done), and a line that tells you how cases reach Lia right now: with Auto Enable on, "New cases added to your system will have Lia enabled on them. If you want more granular control, click here."; with it off, "Your team will have to manually enable Lia to have her respond to cases (great for testing)."

Under it are four rows. Each carries a green check when it is set up and an amber warning when it needs you; hover the warning to read why. Read them as your setup checklist:

A small Setup guide link sits below the rows and opens the written version, Lia Respond setup guide: the six steps; the guided version is the Start walkthrough button.

FAQs are not their own row. They live inside Context, because they are firm knowledge Lia quotes. The introduction your clients receive is not on this card either; that sits on the Care Coordination card, since a firm running only Lia Respond does not send it.

Flip Auto Enable on and every new case that matches your settings enrolls on its own, and Lia starts responding to it. Lia asks one question first — Turn on Auto Enable for existing cases too? "New cases that match your settings will enroll automatically from now on. You can also enroll the existing cases in your account." Choose Only new cases or Enable for existing and new cases (N); the second brings your open cases on now (see Enabling Lia on your existing cases). Flip it off and Lia waits until someone turns her on for a case by hand — nothing already running is touched. The finer controls — which users' cases, which phases, who owns the case, who may enable by hand — are on Auto Enable Settings and Permissions.

Open Context and you land on a page described in-product as "Terminology, business hours and background about your firm the agent can quote."

This is the highest-value hour in the whole setup. Five sections, top to bottom.

"This is the name that your agent will introduce itself as." The field sits right beside the heading. It ships as Lia. Change it only if your firm would rather clients saw a different name on every message.

"Background Lia can provide your clients when they ask who you are, what you do, or where you are."

Paste your website address and press Read website, and Hona reads the site for you so you are not starting from a blank box. There is also a free-text area with a 6000 character limit. Read the site first, then cut what is stale.

The section is the switch: the toggle sits beside the title and applies to your whole firm. When on, Lia pulls case context (documents, fields, general info) from your case management system on enrollment, on phase change, and when a skill is enabled, so she answers from case details rather than only from the conversation.

"Questions your clients ask over and over, with the answer you want Lia to give. These pull from the FAQs set up in your Project Types." The count sits top-right of the card as a link, for example 139 across your phases, and opens Project Types, where the writing actually happens.

Worth knowing, because it changes how you should author them: you write FAQs against a phase, but Lia reads every FAQ across the case's project type, not only the phase the client is sitting in now. An FAQ written on a later phase still reaches a client who is earlier in their case. Write them across the project type rather than only on the phase your clients sit in most.

"Terminology, business hours, and anything else Lia should follow. These are instructions, so Lia obeys them." A What belongs here? link sits beside the heading, and the box holds up to 5000 characters.

Write it the way you would brief a new hire on their first day. If your firm says "client" and never "customer", say so. If your office hours are not the default assumption, say so. This is the box that changes how Lia behaves; About your firm above is reference material she quotes.

Each card shows Unsaved changes at its bottom until you press Save; the confirmation message reads Context updated. Leave with something unsaved and Lia asks Save your changes? — Keep editing, Leave without saving, or Save and leave.

Default Case Owner is no longer here. It moved to Auto Enable Settings and Permissions, next to the other decisions about who a case belongs to.

The Escalation rules page is described in-product as "Client and provider rules that tell the agents when to alert your team." It has three tabs: Rules, Follow-up policies, and Provider recommendations.

Under Rules you get Escalation Rules, the line "Define when the AI should alert your team for human intervention", a Restore client defaults link, and an + Add Escalation Rule button.

Each rule is a card, written as a sentence so you can check it at a glance. A card carries:

Assigning to the case owner keeps an escalation with the person who knows the client. Assigning to a role sends it to whoever holds it, which suits work several people could pick up. Restore client defaults puts the shipped rules back.

One thing worth understanding early: Lia escalates when she cannot answer something confidently. A firm with thin Context and few FAQs gets a stream of escalations for questions the team would have answered in one line. That is Lia being careful rather than broken, and the fix is more context rather than fewer rules.

The full picture of what happens after a rule fires is in Escalations and drafts: how Lia hands work back to your team.

One page now holds everything about which cases Lia works on and who can put her on one: Auto Enable with Enable on existing cases (N); User Auto Enable Settings (All users or Select users); Phase Auto Enable Settings (All phases or Select phases, with Enable Lia on matching cases per phase); Default Case Owner; and Manually Enable Permissions, the User Permissions table. Detail: Auto Enable Settings and Permissions.

Lia writes a summary of her activity on each enrolled case, daily or weekly, and anyone at your firm can read it under Previous Reports. The Scheduled Report row opens two tabs. Settings: the Reports are on / off switch, Frequency (Daily, Weekly, or Daily and Weekly), and the Report Prompt that tells the reporting agent what to focus on; Save sits at the bottom of the card. Previous Reports: every report generated so far — open one to read it, Back to reports returns to the list. Turning it off asks Turn off Scheduled Report? and keeps your prompt for when you turn it back on. Anyone can also receive the report by email by switching on Lia Summary in their own Notification settings. Detail: Scheduled Report: a daily or weekly summary of what Lia did on your cases.

Below the Lia Respond card sits Advanced Skills, described as "Optional workflows that run on top of Lia Respond." Three cards:

Each available card has a master toggle and a Manage skills link. These skills are enabled firm by firm, so a card you do not have is a conversation with your Hona account team rather than a switch you flip.

The Care Coordination package page is described as "Reminders, follow-ups, and check-ins while a client is in treatment. Pause per client from their page." Four rows, each with its own Customize button:

The three toggled rows can be turned off individually. Full detail is in Care Coordination: reminders, follow-ups, and check-ins, and the provider side is in Provider Liaison: collecting attendance, bills, and records.

If you only do two things on this page, do these:

These two carry the most weight because of what happens when they are thin. Lia escalates rather than guessing, so a thin setup escalates often and answers generically. A good habit from week one: when an escalation arrives that a written FAQ would have covered, add the FAQ then and there.

Before you point any of it at a real client, enable Lia on one test case whose contact is your own mobile number and text her.

Agent Settings is where your firm's way of working gets written down for Lia. Spend an hour on Context and FAQs at the start and you will spend far less time on escalations later. If you have questions, chat with our support team or email [email protected].