What this article helps with: The Skill Automations page: choosing whether clients enroll on their own or only by hand, and using the phase grid to say which phases enroll cases and which skills run on them.
Who this is for: Firm admins setting up Lia. Only Admins can change these settings; everyone else can read the page.
When not to use this article: If the question is who at your firm can use Lia rather than which cases Lia works on, that is the other page — see User Management: choosing who at your firm can use Lia.
Key Terms
Key Terms
What do you mean when you say...
Enrollment = attaching Lia to a contact plus a case. Until a client is enrolled, Lia does nothing for them.
Phase = where a case sits in your project type. Phases are configured under Company Settings, Project Types.
Enrollment mode = the firm-wide choice between Automatic and Manual Only.
Eligible = a client in a phase you have switched on who is not enrolled yet.
Where the page lives, and what it owns
Skill Automations is a view inside Agent Settings, reachable from the Skill Automations row on the Lia Respond card.
One line divides it from its sibling page: Skill Automations is about your firm, and User Management is about people. Which phases enroll cases is a fact about the firm, so it lives here. Whether a particular colleague can enroll a client is a fact about them, so it lives on User Management.
The two pages are halves of one job, and the order matters. Giving people access enrolls nothing on its own; this page is what makes enrollment happen without anyone having to remember.
Automatic or Manual Only
The page opens on the enrollment mode, as two options:
Automatic. "Enroll and unenroll clients as their case moves through phases."
Manual Only. "Staff enroll and unenroll each client by hand."
The name Manual Only is precise, and the "Only" is the part worth reading. Automatic mode does not take hand enrollment away — staff can still enroll a client themselves at any time. Manual Only is the mode that switches the automation off entirely.
Most firms end up on Automatic. Manual Only is the right choice while you are still deciding which kinds of case belong on Lia, and a reasonable place to sit for the first week.
Phase-based automation
Below the mode is Phase-based automation: a grid per project type, with every phase as a row.
This grid is where automatic enrollment is actually decided. Choosing Automatic and then leaving every phase switched off means nothing enrolls. If clients are not coming onto Lia by themselves, check two things in this order: whether the mode is on Manual Only, and whether any phases are switched on.
What each switch does
Enroll on entering this phase. In-product: "Automatically enroll project contacts when their case enters this phase (contacts with auto-enrollment opted out are skipped)."
Unenroll on entering this phase. In-product: "Automatically unenroll active clients when their case enters this phase." This is how a case comes off Lia on its own when it reaches, say, settlement.
Note the exception in the first description: a contact who has opted out of auto-enrollment is skipped, deliberately, no matter what the phase says. Opting out is a per-client decision and this grid does not override it.
The eligible count, and Review & send
A phase you have switched on will show a count of eligible clients: "Clients in this phase who aren't enrolled yet — clients who opted out of auto-enrollment are excluded."
These are the cases already sitting in that phase when you turned it on. Switching a phase on does not sweep them up by itself, because enrolling a batch of existing clients is a bigger action than changing a setting — so the page offers it as a separate, explicit step you can review first. The same clients also appear as Eligible for Enrollment on the Lia dashboard.
If the grid is empty or greyed out
Two reasons, and they are different problems:
No phases to show. Automatic enrollment needs your project phases configured in the first place, under Company Settings, Project Types. That is also where phase FAQs live, which is what Lia answers from.
A skill your firm does not have. The grid only offers skills Hona has enabled for you, and shows a "coming soon" card instead of controls for one you do not have. Per-phase settings schedule a skill you already have; they are never a way to obtain one. To add a skill, talk to your account team — see Getting started with Lia.
The order that works
Give the right people access on User Management. Nobody can hand Lia a case without it.
Enroll a few clients by hand and watch what Lia does with them for a few days. Live preview is the safer rehearsal if you would rather not use a real client yet.
Switch the mode to Automatic, then turn on the phases where a case should come onto Lia — and the phases where it should come off.
Work the eligible lists for the cases that were already open when you turned those phases on.
Before you turn on Automatic, it is worth having firm context and phase FAQs filled in. Lia will work without them, but it will escalate more and answer more generically, and automatic enrollment means that lands on more clients at once.
Where to go next
User Management: choosing who at your firm can use Lia: the other half of the rollout — who can put clients on Lia.
Enrolling clients on Lia: hand enrollment, the phase grid in detail, and the per-client pause switches.
Agent Settings: teaching Lia about your firm: firm context, FAQs, and escalation rules.
Testing Lia with Live preview: rehearsing against your own phone before real clients are involved.
Troubleshooting and FAQs: Lia: symptoms, causes, and fixes.
Conclusion
Two settings decide whether Lia works by itself: the mode, and the phases. Automatic with no phases switched on is the same as manual, and it is the most common reason a firm concludes nothing is happening. If you have questions, chat with our support team or email [email protected].