If your Lia Respond card shows an Auto Enable switch and a row called Auto Enable Settings and Permissions, this page no longer exists for your firm — its settings moved. Read Auto Enable Settings and Permissions instead. The article below describes the earlier layout.

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 bring a case onto Lia and which skills run on it.

Who this is for: Firm admins setting Lia up. 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.

Skill Automations is a row on the Lia Respond card inside Agent Settings. The row shows the current state, for example "Automatic for everyone · 13 phases enroll cases".

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 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.

The page opens on the enrollment mode, as two options:

The name Manual Only is precise, and the "Only" is the part worth reading. Automatic does not take hand enrollment away, so 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 a reasonable place to sit for the first week, while you are still deciding which kinds of case belong on Lia.

Below the mode is the grid, introduced with the line that explains how to read it: "One column per skill. 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."

You get one table per project type, with every phase as a row and a column per skill:

Some phases also show a Review & send label, which is about your Engage review step rather than about Lia.

Automatic mode with no Lia Respond columns switched on enrolls nothing. That combination is the single most common reason a firm concludes Lia is not working. Check two things in this order: whether the mode is on Manual Only, and whether any phases have Lia Respond on.

There is one exception worth knowing, because it produces the opposite surprise. If your firm's enrollment scope is set to all phases rather than specific phases, cases enroll regardless of the individual phase toggles. If enrollment is happening where you did not expect it, that is the setting to check with Hona Support.

Switching a phase on does not sweep up the cases already in it. Those appear as Eligible for Enrollment on the Lia dashboard, for you to enroll deliberately. Enrolling a batch of existing clients is a bigger action than changing a setting, so it stays a separate step you can review first.

Automatic enrollment needs your project phases configured in the first place, under Company Settings → Project Types. That is also where your FAQs live, which is what Lia answers from.

A skill your firm does not have will not appear as a usable column. The grid only offers skills Hona has enabled for you, so adding one is a conversation with your account team rather than a switch on this page.

Before you turn on Automatic, it is worth having firm context and FAQs filled in. Lia works without them, but she escalates more and answers more generically, and automatic enrollment means that lands on more clients at once.

Two settings decide whether Lia works by herself: 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].