Hona for Litify firms

Hona works alongside Litify. Litify stays the system of record for every matter. 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 Litify matter.

How does Hona work with Litify?

Hona connects to your Salesforce org through a connected app, reads each Litify matter, works it with the client and their medical providers, and writes the results back to the matter. When a matter changes stage, Hona moves the client's case tracker, sends the update you wrote for that stage, and starts the playbook for that phase.

Litify stays the source of truth for case and contact data. Your team keeps working in Litify, and the matter gets more complete, because every client conversation lands on it. Texts and notifications are saved as Litify notes on the matter. Client documents go to Docrio, Litify's document management system, and are linked to the matter.

For intake, Hona can also create Litify intakes from new leads.

What syncs between Litify and Hona?

How do client documents reach Litify?

Litify keeps matter documents in Docrio, so Hona uploads each file to Docrio and links it to the matter your Hona case is mapped to.

• What uploads. Files sent through two-way messaging, whether the client or your team sent them; files clients add to a document upload question on a Hona form; and completed e-signature documents.
• Where it lands. Docrio's default location for the matter, or one folder your firm chooses with the Docrio Folder Path setting. That folder applies to every file Hona uploads.
• Timing. Uploads run in the background. If an upload fails, Hona tries again after about a minute, then after an hour, then once a day for about a month.
• Large files. Docrio accepts files up to 5 GB. For anything larger, Hona adds a "File too large to upload from Hona" note to the matter with a link to the case in Hona.
• What it takes. Docrio is a paid Litify add-on. Hona requests Docrio access from Litify for your firm, and the Salesforce user Hona connects with needs read access to Docrio's fields, whose API names start with litify_docs__.

Without Docrio, files stay in Hona, and your team can download them from the case.

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 matter entering a stage; 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 Litify 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 matter.

• 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. When the caller is an existing client, the call summary is logged as a note on the Litify matter.
• A Hona automation can create each new lead from the AI Receptionist or website chatbot as a Litify intake, filling the intake and client fields you choose, so nobody types it in twice. Creating intakes uses a separate Salesforce leads connection, and the case type is set by its Litify record ID.
• Intake forms go out by text with e-signature, and Lia's intake playbook follows up until the documents you need arrive.
• Once the matter is open in Litify with Hona Enabled checked, it syncs into Hona under the project type for its practice area.

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 Litify matter, and each submission is logged as a note.
• Photos, police reports and signed documents upload to Docrio, linked to the matter.
• The client gets a case tracker that shows their Litify stage 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 Litify matter, so anyone who opens it sees the conversation.
• When your firm wants it, Lia can work with Litify directly as part of a playbook: read the matter and its related records, create and update matter tasks, add notes, and save files to Docrio. She cannot delete Docrio files.
• 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 Litify record too.

5. Client updates when a matter changes stage

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 matter moves to a new stage in Litify, the nightly sync picks it up. Hona moves the client's case tracker, sends the update you wrote for that stage, and starts the playbook for that phase.
• When a client should hear right away, staff can sync that one matter by hand for an immediate update.
• Lia answers client texts at any hour from your FAQs and phase descriptions.
• Drip messages keep clients engaged while a matter sits in one stage.
• Firms that run matters on tasks can have the case tracker move on Litify tasks instead of stages.

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 matter.
• The provider follow-up playbook collects final bills and records.
• Lia chases the client for what is still missing, and the files upload to Docrio on the matter.

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.

• Stage 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 matter.

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. Litify holds the record. Lia does the follow-up that fills it in.

How do you set up Hona with Litify?

A Salesforce admin and a Hona admin set up the integration together. Most Litify setups are customized, so start from Hona's mapping template with your Hona onboarding representative.

1. Create a connected app. In Salesforce, open Setup, then Apps, then App Manager, and click New Connected App. Name it Hona, turn on OAuth settings with the callback URL https://app.hona.com/callback and the scopes api, refresh_token and offline_access, and turn on the client credentials flow. Then click Manage Consumer Details and copy the Consumer Key and Consumer Secret. A new connected app can take up to 10 minutes to start working.
2. Connect. In Hona, open Company Settings, then Integrations. On the Litify card, select App Credentials, enter the consumer key and secret, turn on Use Docrio if your firm stores documents there, and save. Then select Connect and sign in to Salesforce.
3. Add a Hona Enabled field. Add a checkbox field named Hona Enabled to the Litify Matter object. Checked matters sync to Hona.
4. Check the default mapping. Hona reads the matter plan as the project type, the matter stage as the phase, and Hona Enabled from the matter. Click Map Fields to change any of these, map custom fields, or add contacts with their roles.
5. Set up project types and phases. For each Hona project type, list the matter plans it covers, then give each phase the Litify stages that move a matter into it. A project type can move on Litify tasks instead.
6. Turn on Docrio. Ask your Hona account manager to turn on Docrio, give the connected Salesforce user read access to every litify_docs__ field, and set a Docrio Folder Path if you want files in one folder.
7. Test a matter. Click Show Preview and enter a test matter ID to check the mapped data. Then send a two-way message with a small file on a test case and check that it appears in Docrio on the matter.
8. 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 Litify records only as part of a playbook, and only when your firm wants her to.
• Every text, Lia's included, is logged to the Litify matter, so the record shows what was said.
• Hona is SOC 2 Type II and HIPAA compliant.

The takeaway

Keep Litify. It is the record of every matter, 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 and note lands on the Litify matter, and every client file lands in Docrio. Your playbooks already describe the work. Lia runs them.

Book a demo to see Lia run your playbooks on matters from your Litify org.

Frequently asked questions

Does Hona replace Litify?

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

What does Hona write back to Litify?

Texts with the client, Lia's included, are collected in a "Hona Two-Way Message Thread" note on the matter. Other notifications are saved as notes whose names start with "Hona Note:", and form answers are saved as a "Hona Note: Form Submission" note. Client files upload to Docrio, and form answers you map update matter fields. Lia can also update Litify records as part of a playbook when your firm wants her to.

Do client documents go to Docrio?

Yes, when Docrio is active for your firm. Hona uploads files from two-way messages, form upload questions and completed e-signatures to Docrio and links them to the matter. Without Docrio, files stay in Hona for your team to download.

Does Hona upload a PDF of each form?

No. Form answers are saved as a note on the matter, and files from document upload questions go to Docrio.

Can Hona create intakes in Litify?

Yes. A Hona automation can create a Litify intake from each new lead the AI Receptionist or website chatbot captures, and fill the intake and client fields you choose.

Which Litify field decides which matters sync?

A checkbox field named Hona Enabled on the Matter object. Checked matters sync. The matter plan sets the Hona project type and the matter stage sets the phase, and your admin can change either in Map Fields.

Who is on the client's team in Hona?

The matter's originating attorney, principal attorney, case manager and owner, each with that role.

How quickly does a stage change in Litify reach the client?

Hona picks up stage changes on its nightly sync, and the update goes to the client the next day. Staff can sync one matter by hand for an immediate update.

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.