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Two-Way Messaging in Hona
Two-Way Messaging in Hona

How to set up an use Hona Two-Way messaging

Marc Christiansen avatar
Written by Marc Christiansen
Updated over a week ago

Setting up Two-Way Messaging

This support article guides you through the process of setting up two-way messaging in Hona, allowing seamless communication with clients. Follow the steps below to enable two-way texting, create message templates, and utilize additional features for efficient communication.

Step 1: Accessing Company Settings

  • Navigate to the top left corner of your Hona dashboard and click on "Company Settings."
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  • Within Company Settings, click on the "Info" tab at the top.

Step 2: Activating Two-Way Messaging

  • Scroll down to the bottom until you find the "Two-Way Message" Toggle.
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  • Toggle it on to activate two-way texting or off if you prefer not to use it.

  • If two-way messaging is turned off, set up an automated SMS reply for incoming texts if you are not planning on using two-way messaging through Hona.

  • If the toggle option is not visible, contact your customer success manager for assistance.

Step 3: Navigating to Projects

  • Return to the Hona dashboard by clicking the Hona icon at the top.

  • Scroll through the project list or use the search bar to find the person you want to communicate with.

  • Click on the person's project and go to the "Messages" tab.

Step 4: Sending Messages

  • Compose and send a message to your client by typing your message in the text box at the bottom for your page and then clicking on the send icon.

  • If the client's phone number is not textable, an email will be used as a backup, and they can respond through the Hona client portal.

Step 5: Message Templates

  • Create message templates for common messages shared throughout your company by clicking on the message template icon at the bottom of the page > Add Message Template > and the adding a Name and Message.

  • Apply a message through the same message template button and then selecting the message template you would like to use.

Step 6: File and Media Sharing

  • Use the "Upload File" button to send files, videos, and pictures to clients.

Step 7: Insert Link to Conversation

  • Share a direct link to the conversation for clients having trouble messaging through the client portal. This is most commonly used for clients without a textable phone number.

Step 8: Additional Information

  • Access Hona through app.hona.com or the company portal.

  • Learn how to two-way text message through your case management software by referring to our video on using the Google Chrome extension.

How to set up Two-Way Message Notifications

Step 1: Enabling Two-Way Messaging

  • Confirm that two-way messaging is enabled before proceeding with notification settings by following the instructions above.

Step 2: Accessing Notification Settings

  • Navigate to the top right corner and click on the message icon.

  • Select "Notification Settings."

Step 3: Configuring Two-Way Message Notifications

  • Scroll down to the "Two-Way Messages" section where you will notice a few different options

  • In-app - Through app.hona.com in the top right corner or through the Hona Chrome Extension in your Case Management Software.

  • Email (immediate) - To your email inbox whenever a message is received.

  • Daily digest - At the end of each day receive an email containing all text messages that you are subscribed to which you haven't read.

  • Weekly digest - At the end of each week receive an email containing all text messages that you are subscribed to which you haven't read.

Step 4: Setting Filters for Notifications

  • Customize notifications based on your role and project involvement.

  • Select roles for specific notifications. If roles are not visible, refer to the support article on setting up teams and roles.

  • Choose from options such as "All Projects," "Primary Contact," "Specific Roles," and "Where You Are on the Team" for each notification type.

Step 5: Individual Notification Setup

  • Every user must set up their own notifications based on their preferences and project involvement.

  • Ensure that each user configures their notifications for optimal communication.

Step 6: Two-Way Messaging Without a Project

  • Setting up notifications where a two-way messages come without a designated project (this would be someone who is not currently added into Hona or a contact in your Case Management Software that reached out to you via your Hona phone number).

  • Note that filters for two-way messages without a project are limited, as these contacts are not integrated into your case management software.

Conclusion

You should now know how to utilize Hona's two-way messaging feature to communicate with your clients. If there are any additional questions, please reach out to your dedicated account rep or to [email protected].

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