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."
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.
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.
Keep in mind that there is a 1600 character limit for messages that has been set by our carrier provider.
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.
Push - Sends notifications to your mobile device. See our support page here for instructions on how to setup the mobile app on your device.
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].