What this article helps with: Understanding how documents from Hona reach your Litify matters through Docrio, what your firm needs to set up, and what to check when a file does not arrive.
Who this is for: Firm admins at firms that use Litify with Hona, and Hona onboarding contacts.
When not to use this article: If Litify is not connected to Hona yet, start with Salesforce and Litify Integration Setup. To map matter fields, see the Salesforce & Litify Object Mapping Guide.
How Hona works with Litify
Hona's integrations work the same way in every case management system:
Client documents upload to the case.
Text messages, including Lia's, are logged to the case.
Notifications are logged as notes.
Form answers can update fields on the case. In Litify, these are fields on the matter.
In Litify, messages and notifications are saved as Litify notes on the matter. Text messages are collected in notes named "Hona Two-Way Message Thread". Other notifications are saved as notes whose names start with "Hona Note:".
Documents work differently. Litify keeps matter documents in Docrio, Litify's document management system. Hona uploads each document to Docrio and links it to the matter.
Prerequisites
Litify is connected to Hona. See Salesforce and Litify Integration Setup.
Your Litify org uses Docrio.
The Docrio connection is active for your firm. Hona requests Docrio access from Litify for you. It is a paid add-on, so ask your Hona account manager whether it is active.
The Salesforce user that Hona connects with can read Docrio's fields. Their API names start with
litify_docs__.
What uploads to Docrio
Hona uploads these files to the matter in Docrio:
Files sent through 2-Way Messaging, by text or in the Hona app. This includes files your team sends.
Files clients add to a document upload question on a Hona Form.
Completed E-Signature documents.
Uploads run in the background, so a file may not appear in Docrio right away.
Where files land
Each file is saved in Docrio and related to the Litify matter that your Hona case is linked to. If you connected through the Salesforce card, it goes to the record your case is mapped to, which is usually the Matter.
By default, files go to Docrio's default location for that matter. To use a specific folder, set a Docrio Folder Path in Step 3 below. The folder path applies to every file Hona uploads for your firm.
Setup steps
Step 1: Confirm Docrio access
Ask your Hona account manager to turn on Docrio for your firm. No account manager? Contact [email protected].
Hona requests Docrio access from Litify. Once Litify activates it, Hona turns on Use Docrio in your Litify connection.
Step 2: Check the connection in Hona
In Hona, go to Company Settings > Integrations.
On the Litify card, click App Credentials. If you connected through the Salesforce card with the Litify option on, use the Salesforce card instead.
Confirm that Use Docrio is on. If it is off, ask your Hona account manager.
If you want a specific folder, fill in Docrio Folder Path (Step 3).
Click Save.
Step 3 (optional): Choose a Docrio folder
Leave Docrio Folder Path blank to use the default location. To use a folder, list the folder names from the top folder down, each in quotes, inside square brackets:
["Client Uploads"]saves files in the Client Uploads folder.["Emails", "Bills"]saves files in the Bills folder inside Emails.
Use the folder names as they appear in Docrio.
Step 4: Test with one case
Open a test case in Hona that is linked to a Litify matter.
Send a 2-Way Message with a small file attached.
Open the matter in Litify and check its Docrio files.
Limits
File size: Docrio accepts files up to 5 GB. Hona does not upload a larger file. Instead, it adds a note to the matter named "File too large to upload from Hona" with a link to the case in Hona.
Retries: If an upload to Docrio fails, Hona tries again after about a minute, then after an hour, then once a day for about a month.
Without Docrio: Hona does not send files to Docrio, and Litify does not show them on the matter. The files stay in Hona.
Troubleshooting
No files from Hona appear on any matter. Check that Docrio is active for your firm and that Use Docrio is on (Steps 1 and 2). Until then, download files from the case in Hona and upload them to Litify yourself.
A file is missing from one matter. Check that the Hona case is linked to that matter. Check the matter's notes for "File too large to upload from Hona". If the file was sent recently, check again later, since uploads run in the background and retry.
A Docrio field permissions error. Hona support may see an error like "You do not have the required permissions to read the field litify_docs__...". This means the Salesforce user Hona connects with cannot read a Docrio field. Ask your Salesforce admin to give that user field-level access to every field whose API name starts with
litify_docs__. Fixing one field at a time tends to reveal the next one, so check them all at once.Files land in the wrong folder. Check Docrio Folder Path in App Credentials. Each folder name needs quotes, and the list needs square brackets. Leave it blank to use the default location.
Still stuck? Contact [email protected] with a link to the Hona case and the time the file was sent.
FAQs
Does Hona upload a PDF of a submitted form?
No. Form answers are saved as a note on the matter named "Hona Note: Form Submission" followed by the form name. Files from document upload questions go to Docrio.
Do files my team sends upload too?
Yes. Files on 2-Way Messages upload whether the client or your team sent them.
What happens if we stop using Docrio?
New files stay in Hona and are not sent to Litify. Your team can download them from the case in Hona and upload them to Litify.
Can I send files to different folders for different kinds of documents?
No. The Docrio Folder Path applies to every file Hona uploads for your firm.