Hona works alongside CASEpeer. CASEpeer stays the system of record. Hona is the system of action: its AI case agent, Lia, runs your firm's playbooks to do the client and provider follow-up of pre-litigation, and every text, notification and document lands back on the case in CASEpeer.
What does Hona add to CASEpeer?
CASEpeer is built for personal injury firms. It holds the record of a case well: the client, the providers, the claims, the workers on the case and where the case stands.
A case management system records the work. It does not reach out on its own. CASEpeer can remind a case manager to call a client. It cannot text the client before an appointment, notice that the client has gone quiet, or email a provider office a third time about missing records. In pre-litigation, that follow-up is most of the work, and it is the first thing to slip when caseloads grow.
Hona adds the follow-up. Lia texts and emails clients, and she can call a client to schedule an appointment when your firm turns calling on. She emails provider offices for bills and records. Your team keeps working in CASEpeer, and the case record gets more complete, because every client conversation lands on it as case notes.
For every stage of a PI case, see how Hona works alongside your case management software in pre-litigation.
What syncs between Hona and CASEpeer?
Hona reads the case from CASEpeer, works it with the client and their providers, and writes the results back. CASEpeer stays the source of truth for contact details. If a client's phone number differs, the CASEpeer value wins on the next sync.
| Direction | What moves | Where it lands |
|---|---|---|
| CASEpeer to Hona | Cases with Hona connected, using the Connect Hona button on the case | Hona projects |
| CASEpeer to Hona | Case type, or the client's language if you sort cases by it | Hona project types |
| CASEpeer to Hona | Case status, or completed CASEpeer tasks if you prefer | Hona phases and the client's case tracker |
| CASEpeer to Hona | The case's client: first and last name, email, phone and date of birth | The client contact in Hona |
| CASEpeer to Hona | Workers on the case, by the roles you map | The team shown on the case |
| Hona to CASEpeer | Each text, in or out, Lia's included | Its own case note, marked incoming or outgoing |
| Hona to CASEpeer | Each notification, such as a phase update, drip message, review request or e-signature request | Its own case note, starting with the type of event |
| Hona to CASEpeer | Form submissions | A case note with the client's answers |
| Hona to CASEpeer | AI Receptionist call summaries for existing clients | Case notes |
| Hona to CASEpeer | Client files from texts, forms and e-signatures | Attachments on the case, each with a note that it came from Hona |
| Hona to CASEpeer | Form answers you map | The matching CASEpeer fields |
| Hona to CASEpeer | Record updates Lia makes in a playbook, when your firm wants them | The case record |
Once the integration is active, Hona syncs with CASEpeer overnight, and client updates that a sync triggers go out the next day. CASEpeer does not send changes to Hona in real time. When a client needs an update right away, open the case in Hona and sync it by hand.
What is a Hona playbook?
A Hona playbook is your firm's standard operating procedure, written so Lia can run it. Every playbook has three parts:
- When it starts. A case moves to a new status in CASEpeer, a client texts, or Lia notices something in a conversation.
- What Lia does. Plain-language instructions: who to contact, whether to text, email or call, what to ask, how often to follow up, what to record on the case, and when to escalate.
- When it stops. The goal is met, such as records received or treatment complete, or a person on your team takes 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 for the procedures that make your firm different. Your team can read every playbook and change it in plain language.
How does Hona work alongside CASEpeer in pre-litigation?
Intake
The jobs are to answer every call, capture the facts, get the retainer signed, and collect an ID and insurance card.
- Hona's AI Receptionist answers inbound calls around the clock in 31 languages. It screens new injury callers, recognizes existing clients, and sends your team a transcript and summary of every call. When a caller matches an existing case, the call summary is posted to that case in CASEpeer as a note.
- Intake forms go out by text with e-signature, and signed documents arrive on the case in CASEpeer as attachments.
- Lia's intake playbook asks the new client for the documents you need and follows up until they arrive.
Onboarding
The jobs are to explain what happens next and gather the accident details, insurance information and list of providers.
- Forms collect the details by text, and the answers you map update the matching fields in CASEpeer.
- Each form submission is also saved as a case note in CASEpeer, so the answers sit on the case for anyone who opens it.
- Every case gets a case tracker that shows the client where things stand and what each phase means. No app is required. Updates arrive by text with a link.
- The client sees the team on their case, drawn from the workers in CASEpeer. You choose which roles clients see and whether each role shows a phone number and email.
Treatment
The jobs are to keep the client going to appointments, catch new providers, and catch gaps before they form.
- Lia's care coordination playbook texts and emails clients appointment reminders, confirms attendance after each visit, picks up new providers, and checks in between visits. When your firm turns calling on, she can call a client to schedule an appointment.
- 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 as a CASEpeer case note, so the case manager sees the whole conversation without leaving CASEpeer.
- Each text is its own note, marked incoming or outgoing, with who sent it and who received it. Notes for outgoing texts include a link back to the conversation in Hona.
- The Treatment tab in Hona shows every visit: attended, billed, bills and records.
Provider bills and records
The jobs are to confirm visits, request itemized bills and records, and follow up until they arrive.
- 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, and the results land on the Treatment tab.
Client updates when the case status changes
The jobs are to tell the client when the case moves and answer "where's my case?"
- When a case moves to a new status in CASEpeer, Hona moves the client's case tracker to the matching phase, sends the update you wrote for it, and starts the playbook for that phase.
- Firms that run cases on tasks can have phases follow completed CASEpeer tasks instead of case status.
- Lia answers client texts at any hour from your FAQs and phase descriptions: where the case is, what comes next, and who owns it.
- Drip messages keep clients engaged while a case sits in one phase.
- Every update is logged as a case note, so anyone on your team can see in CASEpeer what the client was told.
Demand
The jobs are to confirm treatment is complete and gather everything the demand needs.
- When a client texts "I'm done treating," Lia records it on the case.
- The provider follow-up playbook collects final bills and records.
- Lia's document requests chase the client for wage-loss documents, photos and anything else still missing, and the files arrive on the case in CASEpeer for whoever drafts the demand.
- Each file Hona adds to the case comes with a short case note saying it was uploaded from Hona.
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 can talk the client through each offer in the same text thread the client has used all case long.
Settlement payouts
The jobs are to pay the client, pay medical providers and lien holders, and answer "where's my money?"
- Hona Disbursements pays everyone on the case from Hona: your client, medical providers, lien holders and other vendors.
- 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.
- Payout status lands on the case, so "where's my money?" calls answer themselves.
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.
How do you set up Hona with CASEpeer?
You need admin access in both Hona and CASEpeer. Setup takes six steps:
- Turn Hona on in CASEpeer. In CASEpeer, click the gear icon, open Account Settings, scroll to the Hona tile and click Manage. Make sure Enable is checked. To connect new cases to Hona automatically, also turn on "Default Hona connection on."
- Connect. In Hona, open Company Settings, then Integrations, and click Connect on the CASEpeer tile. Sign in to CASEpeer and approve access. The tile shows Connected, Inactive: the connection works, and no client gets an automatic update yet.
- Map project types and phases. Click Map Fields on the CASEpeer tile. Most firms map project type to case type, or to the client's language, and phases to case status. Hona Enabled maps to the Connect Hona and Disconnect Hona button, because CASEpeer has no custom fields. Then add the CASEpeer values to each Hona project type and each phase. Every phase needs at least one status and can take several, but a CASEpeer status can feed only one Hona phase in each project type. Values must match the spelling in CASEpeer exactly.
- Map team roles. In Company Settings, then Team, add the CASEpeer worker roles you want in Hona. CASEpeer has a set list of roles. You choose which to bring over, give each one the name and description clients see, and decide whether clients see each person's phone number and email.
- Test. Sync a single case by hand and check that it lands in the right project type and phase.
- Go live. When you are ready, click Connect on the Hona tile in CASEpeer to connect all existing cases. Your Hona onboarding or customer success manager activates the integration, and scheduled syncs begin.
The worker roles Hona can bring over from CASEpeer are Primary Contact, Case Manager, Lead Attorney, Case Assistant, Lien Negotiator, Supervising Attorney, Intake, Accountant, Litigation Assistant and Litigation Attorney. The worker in the Primary Contact slot becomes the case's primary contact in Hona.
After go-live, the button on each case tells you where it stands. Disconnect Hona means Hona is on and the client gets updates. Connect Hona means the case is not using Hona.
How does Hona keep your team in control?
Lia works alongside your staff, never around them.
- Lia tells clients she is an AI.
- Lia reaches clients by text and email, 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 she escalates any client who is in distress.
- Lia's 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 CASEpeer records only as part of a playbook, and only when your firm wants her to.
- Hona is SOC 2 Type II and HIPAA compliant.
The takeaway
Keep CASEpeer. It is the record of the case, and it is good at that. Add Hona to do the follow-up a record cannot: reach out first, keep clients in treatment, chase provider offices, and hand your team what needs a person. 500+ firms use Hona. Your playbooks already describe the work. Lia runs them, and everything she does lands back on the case in CASEpeer.
Book a demo to see Lia run your playbooks on cases from CASEpeer.
Frequently asked questions
Does Hona replace CASEpeer?
No. CASEpeer stays the system of record for the case. Hona connects to it, does the client and provider follow-up through its AI case agent Lia, and logs texts, notifications and documents back to the case.
What does Hona write back to CASEpeer?
Each text, Lia's included, and each notification is logged as its own case note, along with form submissions and AI Receptionist call summaries for existing clients. Client files arrive as attachments on the case, mapped form answers update CASEpeer fields, and Lia can update records as part of a playbook when your firm wants her to.
How do we choose which CASEpeer cases use Hona?
With the Connect Hona and Disconnect Hona button on each case, because CASEpeer has no custom fields. Turn on "Default Hona connection on" in CASEpeer to connect new cases automatically. At go-live, Connect on the Hona tile in CASEpeer connects all existing cases.
Does the AI Receptionist log calls to CASEpeer?
Yes. Hona's AI Receptionist answers calls around the clock in 31 languages and sends your team a transcript and summary of every call. When a caller matches an existing case, the call summary is posted to that case as a note.
How quickly does a status change reach the client?
Hona syncs with CASEpeer overnight, and the updates a sync triggers go out the next day. CASEpeer changes do not reach Hona in real time. For an immediate update, sync the case by hand in Hona.
How do we stop Hona updates for one client?
Click Disconnect Hona on that case in CASEpeer. On its next sync, Hona keeps the case but stops automatic notifications for it: phase updates, drip messages, review requests and e-signature requests. Your team can still text the client through Hona. To apply it right away, sync the case by hand.
Can Hona pay medical providers and lien holders?
Yes. Hona Disbursements pays your client, medical providers, lien holders and other vendors from Hona. An approver at your firm releases every payout, and clients verify their identity before they accept.
