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 sends the introduction and Lia Respond begins working: answering texts, handling FAQs, and escalating to your team.

Enrolling and unenrolling requires the Enroll Cases permission. Admins have it. Users and Team Users need an Admin to grant it, either in Agent Settings → User Management or in Company Settings → Team. Both places set the same permission. 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 modal titled Enroll Client.

A note on that last step. Case context is per client, and firm 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.

Most firms do not want to enroll every client by hand. In Agent Settings, the Skill Automations row opens the page where you control how clients are enrolled and unenrolled.

Two options:

Below the radio buttons is Which phases enroll cases, and which skills run. You get a grid per project type, with every phase as a row and one column per skill: Lia Respond, Care coordination, and Intake (soon). A case enrolls when it reaches a phase with Lia Respond switched on, and each advanced skill runs only on the phases where its own column is on. Some phases show a Review & send label.

This grid is where automatic enrollment actually gets decided. Choosing Automatic and then leaving the Lia Respond column off for every phase means nothing enrolls. If clients are not coming on by themselves, check two things in this order: whether the setting is on Manual Only, and whether any phases have Lia Respond switched on.

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 Lia 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.

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 chip, and Actions. Before a client is on, that chip reads Enable Lia. Disable Lia sits under 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 it 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 your Skill Automations setting. On Automatic, clients are unenrolled as their case moves through phases, so a case leaving your enrolled phases comes off on its own. On Manual Only, 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 Respond 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, Lia stops the moment a client texts STOP or anything equivalent, and does not resume. A casual "please stop texting me" gets one acknowledgement and an escalation to your team, then nothing further. Re-enrolling that client does not override any of it.

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].