Hona for Assembly Neos firms

Hona works alongside Assembly Neos. Neos stays the system of record for every case. Hona is the system of action: its AI case agent, Lia, runs your firm's playbooks to do the follow-up work of personal injury pre-litigation, from intake through treatment, records, settlement and payout, and logs what happened back to the Neos case.

How does Hona work with Assembly Neos?

Hona connects to your Neos account, reads each case, works it with the client and their medical providers, and writes the results back to the case. When a case moves to a new class code in Neos, Hona moves the client's case tracker, sends the update you wrote for that phase, and starts the playbook for that phase.

Neos stays the source of truth for case and contact data. Your team keeps working in Neos, and the case gets more complete, because every client conversation lands on it. With the Hona browser extension open on a Neos case, staff can sync that case with Hona without leaving Neos.

For intake, a separate Neos Intake connection brings your Neos intakes into Hona, so Lia and your team can work a potential client before the case opens, and logs messages, notes and documents back on the intake.

What syncs between Assembly Neos and Hona?

How does Hona log activity in Neos?

• Texts become notes. Each text with the client, Lia's included, is saved as a note on the Neos case. When someone on your team sends the text, the note is posted under that person's Neos staff profile, matched by email. When there is no match, Hona uses the staff member who most recently texted on the case.
• Note topic. Hona notes use the Neos note topic Posted Message by default. Your Hona account manager can switch your firm to a Hona Message, Hona or Text Message topic.
• Files travel with the note. A file sent in a text is uploaded as a document on the Neos case and attached to that text's note. If an upload fails, the note says so and points your team to the file in Hona.
• Signed documents. Completed e-signature documents upload to the case as documents.

What is a Hona playbook?

A Hona playbook is your firm's standard operating procedure, written so Lia can run it. It says when it starts, such as a case entering a class code; what Lia does, in plain language; and when it stops, such as records received or a person on your team taking over.

Escalation rules live inside the playbook, written the way you would say them: "Escalate to the case owner, high priority, when the client mentions a new injury."

Hona ships standard playbooks for care coordination, provider follow-up and escalations. Hona's forward-deployed team builds custom playbooks with your firm, and your team can read and change any playbook in plain language.

How does Hona work alongside Assembly Neos at each stage of pre-litigation?

1. Intake and sign-up

The jobs are to answer every call, qualify the lead, capture the facts, get the retainer signed, and open the case.

• Hona's AI Receptionist answers calls around the clock in 31 languages, screens new injury callers, and sends your team a transcript and summary of every call.
• With the Neos Intake connection, intakes your team opens in Neos come into Hona, so intake forms and Lia's follow-up start before the case opens. Hona brings in intakes created since your go-live date.
• Intake forms go out by text with e-signature, and Lia's intake playbook follows up until the documents you need arrive.
• Once the case is open in Neos with Hona Enabled set to yes, it syncs into Hona under the project type for its case type code.
• Your firm can choose to keep cases out of Hona until they have a Date Opened in Neos, so unopened intakes do not start case updates.

2. Onboarding the client

The jobs are to explain what happens next, gather the accident details, insurance information and list of providers, and get authorizations signed.

• Forms collect the details by text. Answers you map update fields on the Neos case, and each submission is logged as a note.
• Photos, police reports and signed documents arrive as documents on the case.
• Other parties on the case, such as a spouse or a parent, sync in as their own contacts with the roles you set up, and you choose which roles get automatic updates.
• Your firm can have Hona turn off automatic updates for parties Neos marks as deceased or as a minor.
• The staff assigned to the case in Neos become the client's team in Hona, with their Neos staff roles.
• The client gets a case tracker that shows their class code in plain language. No app is required. Updates arrive by text with a link.

3. Getting the client through medical treatment

The jobs are to remind clients about appointments, confirm they went, catch new providers, check in between visits, and catch gaps before they form.

• Lia's care coordination playbook texts and emails clients appointment reminders, follows up after each visit to confirm attendance and pick up new providers, checks in between visits, and can call a client to schedule an appointment when your firm turns calling on.
• If a client misses an appointment and cannot be reached, or mentions symptoms nobody is treating, Lia escalates to your team with the reason, what she already tried, and a priority.
• Every text Lia sends and receives is logged to the Neos case, so anyone who opens it sees the conversation.
• In Lia's beta, appointments Lia tracked to resolution had 86% attendance, against a typical healthcare rate of about 70%.

4. Collecting bills and records from providers

The jobs are to confirm visits, request itemized bills and records, and follow up until everything arrives.

• Lia's provider follow-up playbook emails provider offices for attendance, itemized bills, balances, CPT and ICD codes, letter of protection status and medical records, using the client's signed HIPAA authorization.
• She keeps following up until the office answers. Results land on the Treatment tab in Hona, and when your firm wants, the playbook has Lia update the Neos record too.

5. Client updates when a case changes class code

The jobs are to tell the client when the case moves, answer "where's my case?", and keep them engaged through the long quiet stretches.

• When a case moves to a new class code in Neos, the nightly sync picks it up. Hona moves the client's case tracker, sends the update you wrote for that phase, and starts the playbook for that phase.
• When a client should hear right away, staff can open the Hona browser extension on the Neos case and choose Actions, then Sync Updates, for an immediate update.
• Lia answers client texts at any hour from your FAQs and phase descriptions.
• Drip messages keep clients engaged while a case sits in one class code.
• Firms that track progress on Neos checklists can have the case tracker move on checklist items instead of class codes.

6. Building the demand

The jobs are to confirm treatment is complete, gather final bills and records, and collect anything else the demand needs.

• When a client texts that they are done treating, Lia records it, and the text is logged to the case.
• The provider follow-up playbook collects final bills and records.
• Lia chases the client for what is still missing, and the files arrive as documents on the Neos case.

7. Negotiation

The jobs are to keep the client informed while offers go back and forth, and get the client's decision on each offer.

• Phase updates keep the client informed without a phone call.
• Questions about case value, settlement or timing go to your attorney every time. Lia escalates them and does not answer them.
• Your attorney talks the client through each offer in the same text thread, which is logged to the case.

8. Settlement payouts

The jobs are to pay the client, pay medical providers and lien holders, and answer "where's my money?"

• Hona Disbursements, powered by Confido Legal, pays your client, medical providers, lien holders and other vendors from Hona.
• Drafting and approving a payout are separate permissions, and an approver at your firm releases every payout.
• The client gets a secure link in the same text thread, verifies their identity, and chooses an instant payout to a debit card or free direct deposit.

9. Closing out

The jobs are to ask for a review and measure how the client felt about the case.

• Review requests and NPS surveys go out automatically when a case reaches the phase you choose.
• A reputation dashboard tracks the results.

Why does the follow-up matter so much?

Most personal injury claims are won or lost before anyone files a lawsuit. An Insurance Research Council study of auto injury claims, published in July 2026, found that about 4 in 5 claimants resolved without a lawsuit. Represented claims took a median of about 440 days, and total payments ran about $2 for every $1 of medical bills.

That makes the treatment record the center of the case, and it takes more than a year of steady follow-up to build. Neos holds the record. Lia does the follow-up that fills it in.

How do you set up Hona with Assembly Neos?

Your Hona account representative makes the connection, and a Hona admin finishes the mapping.

1. Check access in Neos. The person setting up the integration needs to be a Neos admin with access to all case information.
2. Send your Neos Company ID. Neos connections are made by Hona's team. Send your Neos Company ID to your Hona account representative, who connects Hona to your Neos account.
3. Add a Hona Enabled field. Create a custom field in Neos that marks which cases sync to Hona, and add it to each case type.
4. Map three fields. In Hona, open Company Settings, then Integrations, confirm the Neos tile shows as connected, and click Map Fields. Map project type to Case Type Code, phase name to Class Code, and Hona Enabled to your custom field.
5. Set up project types and phases. Under Company Settings, then Project Types, edit each project type and add the Neos case type codes it covers under Mapped Project Types. Then open each phase and add the Neos class codes that belong to it as triggers, spelled exactly as they appear in Neos. A class code can belong to only one phase in a project type.
6. Set up contact roles. Ask your Hona account manager to turn on multiple contacts. Then, under Company Settings, then Contact Roles, create a role for each kind of party you want in Hona and add the Neos relationship values that map to it. Put the client in the first party position in Neos, since the first party always becomes the main contact. Hona matches roles on the party's Relationship value by default, and can match on the party's Role instead if your firm fills that in.
7. Test a case. Set Hona Enabled to yes on a test case, copy its ID from the Neos URL, and paste it under the + button on the Projects page in Hona to sync it. Or open the Hona browser extension on the case in Neos and click Sync With Hona. Check that the project lands under the right project type and phase.
8. Add Neos Intake, if you want it. Send the same Neos Company ID to your Hona account representative to connect Neos Intake as well.
9. Go live. When you are ready, your Hona onboarding or account manager sets the integration to Active, and nightly syncs begin.

How does Hona keep your team in control?

Lia works alongside your staff, never around them.

• Lia tells clients she is an AI.
• Lia texts and emails clients, and she can call a client to schedule an appointment when your firm turns calling on.
• She never gives legal advice, medical advice, or an opinion on case value or settlement. She escalates those questions, and any client in distress.
• Proactive messages go out only between 9am and 7pm in your firm's time zone. Lia answers incoming texts at any hour.
• Your team can review Lia's work, pause her, or take over any conversation.
• Lia updates Neos records only as part of a playbook, and only when your firm wants her to.
• Every text, Lia's included, is logged to the Neos case, so the record shows what was said.
• Hona is SOC 2 Type II and HIPAA compliant.

The takeaway

Keep Assembly Neos. It is the record of every case, and it is good at that. Add Hona to do the work a record cannot: reach out first, follow up, notice when a client goes quiet, and hand your team what needs a person. Every text, note and file lands back on the Neos case. Your playbooks already describe the work. Lia runs them.

Book a demo to see Lia run your playbooks on cases from your Neos account.

Frequently asked questions

Does Hona replace Assembly Neos?

No. Neos stays the system of record for every case. Hona connects to Neos, does the client and provider follow-up through its AI case agent Lia, and logs texts, notifications and client files back to the case.

What does Hona write back to Neos?

Every text with the client, Lia's included, is logged to the case as a note. A text your team sends is posted under that person's Neos staff profile, and any file in it uploads as a document attached to the note. Notification history and form submissions are logged as notes, client files arrive as documents, and form answers you map update case fields. Lia can also update Neos records as part of a playbook when your firm wants her to.

Which Neos cases sync to Hona?

Cases with your Hona Enabled custom field set to yes. Each case's case type code sets its Hona project type, and its class code sets its phase and the client's case tracker.

Why can't we connect Neos ourselves?

Neos connections are made by Hona's team. Send your Neos Company ID to your Hona account representative, and they connect your account. Your admin then finishes the field mapping in Hona.

Who becomes the main contact on a case?

The first party listed on the case in Neos, whatever its relationship value. Other parties come in as contacts when their relationship value matches a contact role you set up in Hona.

How quickly does a class code change in Neos reach the client?

Hona picks up changes on its nightly sync, and the update goes to the client the next day. Staff can sync one case right away from the Hona browser extension on the Neos case.

Can Hona work with Neos intakes?

Yes. The Neos Intake connection brings intakes created in Neos since your go-live date into Hona, sets their phase from the intake status, and logs messages, notes and documents back on the intake. Hona's team connects it with your Neos Company ID.

Does the client's team in Hona come from Neos?

Yes. The staff assigned to the case in Neos sync to the Hona project with their staff roles, and the primary assignment becomes the primary team member.

Does Lia give legal or medical advice?

No. Lia never gives legal advice, medical advice, or an opinion on case value or settlement. She escalates those questions to your team, and she tells clients she is an AI.