Key Terms:
Key Terms:
Hona (Business) Org = Hona Account owned by the Business
Business User = An individual account within a Hona Business Org
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. Which Hona features and settings are accessible to each User is determined by their User Role.
Client = Client of the Businessa
End-user of Hona Client and its features
Lead = potential Client of the Business
Hona Client = Hona Client Portal interface where Clients can interact with Hona features
Business Users build Hona Client features in their Hona Business Org
Important to know in general:
"Project" is used interchangeably with "case" and "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = 2-way messages sent through Hona's 2-Way Messaging feature (typically sent via text)
Notifications = messages sent to the Client to notify them of Hona features you have configured (Project Type case updates, Forms, E-Signature requests, Review requests, etc). These are sent based on the Client's Notification Preferences.
Before Getting Started:
Before Getting Started:
If you're not sure what the purpose of Hona's Team settings are, please visit Getting Started: Team.
Goal
By the end of this article, you will understand how to access and configure your Hona Org’s Team settings, including how to manage Business Users, Team Members, and Team Roles. You’ll also learn how these settings connect to your CMS/CRM (if integrated) and how to ensure your Team configuration supports accurate notifications, role assignments, and a clear Client experience.
Overview of Steps
1. Access Hona Org's Team Settings
From the side-bar in Hona, select Company Settings → Team
2. Understand difference between Users, Team Members, and Roles
When you open the Team settings, you will see 3 sections: Company Users, Team Members, and Team Roles. Learn about the functionality of each one below:
Business User
Business User
An individual account within a Hona Business Org login
Just like there are many employees at 1 Business, there are many Users in 1 Hona Org. What Hona features and settings are accessible to each User is determined by their User Role. You create each Business User manually, depending on which staff members need to access your Hona Org to use your configured Hona features.
Each user has their own login to your Hona Org.
You typically add Users to your Hona Org when you begin onboarding with Hona, or when you hire new staff that need to be added into the account. To learn how, please visit How to Add/Edit Users in your Hona Org.
Team Member
Team Member
A profile in Hona used to indicate whether an employee of the Business is assigned to a case
Team Members without roles are used only for enhanced Business User notification filtering. If the email associated with the Team Member matches that of a Business User, this functionality can be used to manipulate Business User notifications.
If your Hona Org is...
Integrated: Your Team Members will be generated and assigned to Projects automatically in Hona based on your Team configuration in your CMS/CRM.
Stand-Alone: Please read How to Create Team Members.
Team Role
Team Role
An identifier assigned to a Team Member to help explain their job responsibilities
Team Members with Roles can be displayed for Clients to see in their Portal. These Roles can also be used for even more enhanced notification filtering.
If your Hona Org is...
Integrated: Your Team Roles will be generated and assigned to Team Members automatically in Hona based on each case's team configuration in your CMS/CRM.
Stand-Alone: Please read How to Create Team Roles.
3. Configure Team Members
If your Hona Org is integrated with a CMS/CRM, Hona will automatically create your Team Members based on what you have configured in your CMS/CRM. If it is not integrated, you will need to add each Team Member manually.
Your Team Members will display in the Team Members section. There are a few actions you can take in this section:
Sync
Sync
Manually sync users from your CMS into Hona. This is helpful when you add a team member during the day and do not want to wait until the automatic nightly sync.
Team Preferences
Team Preferences
Choose whether or not to display the Primary Contact in the Teams section of the Client Portal. Most CMS' have a default Primary role, so this is a quick way to display a Team Member to your Clients without needing to create a Role and map it to a field in your CMS. The exact role that determines the primary contact depends on the CMS you use.
Edit Team Member Profile
Edit Team Member Profile
Select this pencil to edit the Team Member profile. Whether your Team Members are created automatically by syncing in from your CMS or manually created, the steps for configuring their Team Member profile for Client display remains the same. Please visit how to Configure Team Member Profile to learn how.
4. Configure Team Roles
If your Hona Org is integrated with a CMS/CRM, Hona will automatically create your Team Roles based on what you have configured in your CMS/CRM. If it is not integrated, you will need to create each Team Role manually.
Your Team Roles will display in the Team Roles section. There are a few actions you can take in this section:
Add Role
Add Role
Select this button to add a new role. Configure the settings below:
Hona Name - This is the role name that will be displayed to your Clients within their Portal. It does not have
CRM Names (if integrated) - This is where you will map the Hona Role to the value of the field used to identify team roles in your CMS. Type in the name of the role EXACTLY as it is spelled in your CMS. If the name you type here differs from what is in your CMS, the mapping will fail and Hona will be unable to recognize your CMS role as the one which should map to your Hona Role.
Description - Type in the purpose that this particular role will serve on each case
Hide from Client? - Toggling this on will make it so the role is not displayed to your clients within the portal. You may want to use this if you are still finishing the description for the role, or if you are using this role mapping for 2-Way Messaging notification purposes.
Team Roles (?)
Team Roles (?)
This is where your mapped roles from your CMS/CRM will show once they're saved. You can also edit any existing roles by clicking on them here.
Show Potential Roles
Show Potential Roles
Oftentimes, there team roles already existing in your CMS/CRM that you haven't created yet in Hona. You can expand this section to see all "Potential Roles" which are just team roles from your CMS/CRM that Hona is recognizing you haven't created in Hona yet. When you select a Potential Role from here, you will only need to add in the Hona name and Description to create the Role, and the mapping will configure automatically from the existing role.
FAQs
Do you have a video walkthrough I can watch of configuring Hona Team settings?
Do you have a video walkthrough I can watch of configuring Hona Team settings?
Conclusion
Congratulations! You've successfully learned about the Team tab of your Company Settings. For any questions or concerns, chat with our support team or reach out to us directly at [email protected].