What this article helps with: The User Management page: seeing at a glance who at your firm can put clients on Lia, switching people on one at a time or all at once, and understanding why a name is greyed out.

Who this is for: Firm admins rolling Lia out to their team. Only Admins can change who Lia is enabled for; everyone else can read the page.

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

User Management is a view inside Agent Settings, reachable from the User Management row on the Lia Respond card.

One line decides what belongs on this page and what does not: this page is about people, and Skill Automations is about your firm. Whether Jane can enroll a client is a fact about Jane, so it lives here. Which phases enroll cases, and which skills run, are facts about the firm, so they live there.

Only Admins can change anything on this page. Users and Team Users can open it and read it, and will see the note "Only firm admins can change who Lia is enabled for."

The page opens on a card headed Who can use Lia, carrying a count in the form "28 of 34 with access": how many people can currently put clients on Lia, out of everyone eligible.

Treat it as a rollout progress bar. A firm where Lia is enabled but this count reads zero is a firm where nothing will happen, because access is what lets a person hand Lia a client in the first place.

Depending on where you are in that rollout, the page will suggest a next step:

There is one more state worth knowing about, because it is the trap this page exists to catch. When everyone has access but cases are still enrolled by hand, a warning appears, pointing out that Lia only works on the cases people remember to enroll. A firm that stops here has done the visible half of the work. The button beside that warning takes you to Skill Automations to finish it.

Under that count, in the same card, is the list of people, with Manage individually and Turn on for everyone in the card header.

Each person is a row with their name and two switches:

The two columns answer the question admins actually arrive with, which is usually "why is this person's work not enrolling?" Read across the row. Manual off means they cannot enroll anything themselves. Manual on means they can enroll, though today it still takes someone remembering to do it, because the Automatic column is not live yet.

The page says so directly: "Automatic enrollment for each user is still being built, so that column is not available to your firm yet." The column is inert rather than broken, and that is the state for every firm today. Use the Manual column, and the phase settings on Skill Automations, to get cases enrolling in the meantime.

A person on a client account rather than a staff login cannot be given Lia access here, and the page says so: "This is a client account, not a staff login, so Lia access cannot be given to it here."

When that applies to anyone in your list, a line under the roster names the number, because those people are also left out of the access count above and the gap would otherwise look like a miscount. If someone in that state genuinely works cases at your firm, ask Hona Support to convert the account.

Switching people on one at a time is fine for a pilot. Once you have decided Lia is for the whole office, Turn on for everyone does it in one action, and shows you exactly what it will do before it does it.

The confirmation is worth reading rather than clicking past. It is in two halves.

Because the Automatic column is not live yet, this action is about one thing today: who can enroll a client by hand.

That last point is the one firms most often expect to go the other way. Turning everyone on does not sweep up your existing caseload. If you want clients who are already open to be on Lia, enroll them yourself, or use the Eligible for Enrollment list on the Lia dashboard once phases are switched on.

The action is reversible per person. You can turn any user back off individually in Settings, Team, under User Permissions.

This page is deliberately a short one: the at-a-glance pair of switches and the bulk action, not a full user admin screen. There are no invites, no role changes, and no way to remove someone.

The Manage individually link opens Settings, Team, which is where that work happens: adding team members, changing a role, and the full User Permissions modal. Grant the Enroll Cases permission in either place and it is the same underlying setting, so you will see the change reflected on both screens.

Rolling Lia out to a team goes wrong in a predictable way: access gets granted, everyone feels finished, and nothing enrolls. This order avoids it.

If a change does not stick, the page will say so plainly, with "Could not change who can enroll" or "Could not finish turning Lia on". Check that you are an Admin, then try again. For symptoms that are not on this page, see Troubleshooting and FAQs: Lia.

Access is the half of the rollout you can see, and automation is the half that makes it stick. Switch on the people who enroll clients, read the confirmation before you turn on everyone, then finish the job on Skill Automations. If you have questions, chat with our support team or email [email protected].