What this article helps with: Putting clients on Lia, by hand or automatically, and the per-client switches that pause Lia for one person without touching anyone else.

Who this is for: Case managers and firm admins who enroll clients. Enrolling and unenrolling needs the Enroll Cases permission.

When not to use this article: If you cannot see the Enroll button at all, start with Getting started with Lia: access and permissions.

This is the sentence worth remembering. Lia can be enabled for your firm, your settings can be filled in, your escalation rules can be perfect, and a given client still gets nothing, because Lia is assigned per client and per case.

Enrollment is what starts it. Once a client is enrolled, Lia begins working: answering texts, handling FAQs, and escalating to your team. (The welcome text a new client receives is part of Care Coordination; a Lia Respond-only firm's clients simply get answers when they write in. Cases picked in the first-time case picker get no welcome text either.)

Enrolling and unenrolling requires the Enroll Cases permission. Admins have it. Users and Team Users need an Admin to grant it on Agent Settings → Auto Enable Settings and Permissions → Manually Enable Permissions (the User Permissions table) or under Company Settings → Team. Same grant, two doors. If your Enroll button is missing, that is the reason.

The Enroll button sits at the top of both the Lia Dashboard and the Clients list. It opens a dialog titled Enroll Client.

A note on that last step. Case context is per client, and Context in Agent Settings is for everyone. Put "our office is closed Fridays" in Agent Settings. Put "this client prefers to be contacted after 5pm" in case context.

When an Admin turns Lia on from the Lia page and picks Manually select cases, a picker titled Which cases should Lia work on? appears. Search by case or client name, tick up to 50, and press Enable Lia on N cases. Lia is enabled on each case's primary contact; cases without one are skipped and a message says how many. No welcome text is sent. You can add more later from any case.

Most firms do not want to enroll every client by hand. In Agent Settings, the Auto Enable switch in the header of the Lia Respond card turns automatic enrollment on. With it on, "New cases added to your system will have Lia enabled on them." With it off, "Your team will have to manually enable Lia to have her respond to cases (great for testing)." Turning it on asks whether to include existing cases (Only new cases / Enable for existing and new cases (N)).

The Auto Enable Settings and Permissions row narrows it: User Auto Enable Settings (All users or Select users) and Phase Auto Enable Settings (All phases or Select phases). Select with nothing selected enrolls nothing, and the row shows a warning that says so.

Automatic enrollment also depends on your project phases being configured in the first place, which happens under Company Settings → Project Types.

The Lia dashboard has a section called Eligible for Enrollment, described as "Cases in a trigger phase that still need enrollment." These are cases sitting in a phase you have turned on, that are not enrolled yet.

Treat it as a worklist. Enroll the ones that belong on Lia and dismiss the ones that do not. A Show Dismissed toggle brings the dismissed ones back into view if you change your mind or want to check what someone else passed on.

The Enable Lia on matching cases action beside each phase in Phase Auto Enable Settings, and Enable on existing cases (N) at the top of that page, do the same job in bulk — see Enabling Lia on your existing cases.

Once a client is enrolled, the case page header carries the switches for that one person. Firm-wide settings live in Agent Settings, but these do not touch anyone else.

The header shows the client name, treatment duration such as "Treatment · 81 days", then Case Owner with an Edit control, an In Treatment toggle, a Provider Liaison toggle, a Lia enabled indicator, and Actions.

Turning In Treatment off pauses the treatment-related messages for that client: the appointment reminders, the post-treatment follow-ups, the check-ins between visits. Use it when someone finishes treating, or when a case manager wants the texting to stop for a while on one person.

This holds provider outreach for that one client while the Liaison keeps running for everyone else. Open provider requests are left in place rather than cancelled, so nothing you already asked for gets thrown away.

Worth being explicit about, because it is a fair thing to be suspicious of. A pause is enforced at the layer that actually sends messages. A paused agent that is explicitly told to text a client cannot do it, and will say so.

The other half of that: work in progress is kept. Pausing does not wipe the open requests or the state of the case. When you unpause, Lia picks up where she left off.

Unenrolling takes Lia off the client entirely, and it needs the same Enroll Cases permission that enrolling does.

How it happens depends on Auto Enable. With it on, clients are unenrolled as their case leaves your selected phases, so a case comes off on its own. With it off, staff unenroll each client by hand.

Before you unenroll, ask whether you actually want a pause instead. If the client is simply done treating, turning In Treatment off stops the treatment messages while Lia stays available to answer if they text in. Unenrolling is the heavier action.

To see who is currently on, the Clients list has an Enrollment filter, and an ENROLLED AT column showing when each client came on.

These get confused, and confusing them leads to a client who looks enrolled and never hears from Lia.

A client can be enrolled without being textable. Lia will simply not be able to send. Two common causes: the contact has no phone number on file, or the client has opted out.

On opt-outs, a client who texts STOP or anything equivalent is opted out at the carrier, and texts stop being delivered to them. Reversing it is theirs to do, not yours: they have to text back in before SMS can resume, and re-enrolling them in Hona does not undo it. A casual "please stop texting me" is a different thing. It is not a carrier opt-out, so it gets one acknowledgement and an escalation to your team, then nothing further.

One firm-level prerequisite sits underneath all of this: your firm needs a main phone number configured for outbound texts. If nobody at the firm is getting messages, contact Hona Support.

Enroll a handful of clients by hand first, watch what Lia does with them, then turn on the phases that should enroll automatically. If you have questions, chat with our support team or email [email protected].