What this article helps with: Setting up Hona's 2-Way Messaging feature for the first time — including enabling SMS messaging, understanding your Hona toll-free number, and configuring your business contact card.
Who this is for: Firm admins enabling 2-Way Messaging in their Hona org. Complete this setup before your team starts using messaging day-to-day.
When not to use this article: If 2-Way Messaging is already enabled and you want to send and manage messages, see How to 2-Way Message. If clients are not receiving messages after setup, see Notification Settings - Troubleshooting.
Key Terms
Key Terms
What do you mean when you say...
Business = Business/Law Firm who invested in Hona
Hona (Business) Org = Hona Org managed 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.
Client = General term for the end-user of the Hona Portal. Also used to differentiate between an active Client of the Business and a...
Lead = potential Client of the Business. This term is specifically used when necessary to separate end-users if utilizing Hona for both Clients and Leads. You can safely assume that features which are usable for Clients can also be utilized for Leads, unless stated otherwise.
Hona Portal = Digital interface where Clients interact with Hona features configured by Business
Good to know Hona terms:
"Project" is the Hona term used to define "case" or "matter"
CMS = Case Management Software (often used interchangeably with CRM)
Messages = Back and forth text messages between Business and Lead/Client, delivered through Hona's 2-Way Messaging feature
Client Notifications = Alerts sent to Clients to notify them of Hona features configured by Business.
Business Notifications = Alerts sent to Business Users to notify them of Clients engaging with the Hona features configured by the Business. Each Business User has their own Notification Settings.
Overview
This article covers the foundation of Hona's 2-Way Messaging feature — what it is, how your Hona phone number works, and how to enable it. When setup is complete and you're ready to start messaging clients, visit How to 2-Way Message.
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What is Hona's 2-Way Messaging Feature?
Hona's 2-Way Messaging feature is a tool that allows your Clients to message your Business directly. They typically do so by sending text (SMS) messages directly to the number they are receiving their Hona notifications from, but they also have the option to message you through their Hona Client Portal. Regardless of the method they choose, you are notified of these messages in your Hona Business Org, where you can also send your own messages.
If your Hona Business Org is integrated with your CMS/CRM, Hona will automatically "push" all inbound and outbound messaging history to log in your Client's case in your CMS/CRM. This ensures your Client communications remain consistent, secure, and documented without duplicative data entry or manual logging from your staff.
Understanding Your Hona Toll-Free Number
When you signed up with Hona, your Hona Business Org was automatically assigned a toll-free number through our phone carrier provider, Twilio. This is a phone number unique to your Business, which your Clients receive notifications from and send messages to. This gives your Business and Clients a single, centralized phone number to manage SMS communications.
Additionally, Hona allows you to configure a Voice Forwarding Number to ensure any calls placed to your Hona phone number are automatically redirected to a number of your choosing. Your Clients can therefore treat your Hona phone number as both a texting and calling number, while you receive their messages in your Hona Business Org and their calls at a number of your choice.
How to Enable 2-Way Messaging
To configure and enable 2-Way Messaging in your Hona Org, navigate to Company Settings → Company Info from the sidebar, then scroll down to find the SMS Messaging section.
What should I put in the ___ field?
What should I put in the ___ field?
1. Toggle on or off to enable or disable Hona's 2-Way Messaging feature.
2. This field will display the SMS Phone Number which your Clients will receive SMS messages from (typically your Hona Toll-Free Number).
3. Make sure to enter the Voice Forwarding Number of your choice. If your Clients attempt to call your SMS Phone number, Hona will forward their call to the phone number entered here automatically. This way you can treat your Hona number as both a texting and calling number for your Clients.
How to Create your Business Contact Card
The Contact Card feature helps your clients know it is you texting them. When enabled, a contact card automatically attaches to the first message sent to each client, encouraging them to save your business contact for future communications.
In Company Settings → Company Info, scroll up to find the Contact Card section and click the pencil icon to edit and create your Contact Card.
What should I put in the ___ field?
What should I put in the ___ field?
Auto Send
Toggling this on will automatically send your Contact Card with the first message your client receives after it is toggled on. Each contact will only receive this card once. Updates made to this card will not cause it to re-send to existing contacts, so make sure your information is accurate before enabling this feature.
Phone
Your SMS Phone Number will automatically pre-populate here. If your number changes after you go live with Hona, update your Contact Card as well.
Name
Enter the name of your business. When your client saves the contact card in their phone, this name will auto-fill as the contact name.
Email
Optionally add an email address to your contact card.
Upload Logo
Upload a logo to add a personal touch. This will set as the "profile picture" of your business contact in your client's phone. We suggest using a square logo with a minimum size of 400x400 for best formatting.
FAQs
What if I want a different Hona number than the Toll-Free one I was automatically assigned?
What if I want a different Hona number than the Toll-Free one I was automatically assigned?
It is best to tell your Onboarding Manager as soon as possible when you begin onboarding. If you are already live with Hona and would like to switch your number, please submit a request to [email protected] and they will connect you with the appropriate resources.
Other than the toll-free number, your options are:
Purchase an area-code number: If you would like a number specific to your area code, let your Onboarding Manager know as soon as possible. They will go through your options and help re-configure your account.
Host your own number: To read more about how this process works, please visit the support article on "How to Host Your Number with Hona." After reading this, reach out to your Onboarding Manager or [email protected] to walk through the process.
What countries can Hona text to?
What countries can Hona text to?
Hona is currently only able to deliver text messages to numbers of the following countries:
USA (+1)
Canada (+1)
Puerto Rico (+1)
Bahamas (+1-242)
Mexico (+52)
If your Clients reside outside of these countries, Hona cannot guarantee delivery via SMS. However, in most circumstances where SMS delivery fails, an email will be sent as a backup method of reaching the client.
Troubleshooting: 2-Way Messaging setup issues
2-Way Messaging toggle is not visible or unavailable: This feature may not be enabled on your plan. Contact [email protected] to confirm eligibility.
Clients are not receiving messages after setup: Confirm the 2-Way Messaging toggle is enabled in Company Settings → Company Info → SMS Messaging. Verify the client's phone number is valid and their notification preferences allow SMS. See Notification Settings - Troubleshooting.
Clients are calling the Hona number but no one receives the call: Make sure a Voice Forwarding Number is entered in Company Settings → Company Info → SMS Messaging.
Contact card not sending to clients: The contact card only sends once per client (on their first message after Auto Send is enabled). If a client did not receive it, verify the "Auto Send" toggle was on before they received their first Hona message.
Next Steps
Now that you've enabled Hona's 2-Way Messaging feature, you're ready to start using it. To learn how to open messaging threads, send messages, use templates, handle file attachments, and manage conversations, visit How to 2-Way Message. If you have any questions, chat with our support team or email [email protected].