Hona for MyCase firms

Hona works alongside MyCase. MyCase 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 MyCase.

What does Hona add to MyCase?

MyCase serves firms across many practice areas. For a personal injury firm, it holds the record of each case: the client, the staff on the case, the case stage, and the case's documents and communications.

A case management system records the work. It does not reach out on its own. MyCase 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 MyCase, and the case record gets more complete, because every client conversation lands in the case's Communications tab.

For every stage of a PI case, see how Hona works alongside your case management software in pre-litigation.

What syncs between Hona and MyCase?

Hona reads the case from MyCase, works it with the client and their providers, and writes the results back. Hona reads case details from the case's Items & info tab and people from its Contacts & staff tab. MyCase stays the source of truth for contact details. If a client's phone number differs, the MyCase value wins on the next sync.

Once the integration is active, Hona syncs with MyCase every night and picks up the cases that changed in MyCase in the last few days. Client updates that sync triggers go out the next day. MyCase does not send changes to Hona in real time, so when a client needs an update right away, your team syncs that one case 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 stage in MyCase, 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 MyCase 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 call matches an existing client, the AI Receptionist's call summary is added to the case in MyCase.
• If your firm also connects MyCase Leads, a lead automation turns each new lead the AI Receptionist or your website chatbot captures into a new lead in MyCase Leads.
• Intake forms go out by text with e-signature, and every completed signature request saves a copy of the document to the case's Documents in MyCase.
• 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. Map a form question to a MyCase case custom field, a contact custom field, or the client's name, email or phone, and the client's answer updates that field on their case when they submit.
• Every case gets a case tracker that shows the client where things stand and what each phase means. Clients see the phase name you write for them, not your internal case stage. No app is required. Updates arrive by text with a link.
• The client sees the staff on their case only under the team roles you create from MyCase staff titles, such as Attorney or Paralegal.
• When your firm turns it on, Lia can bring a case's documents from MyCase into Hona when she starts work on the case, so she works from the full file.

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 to the case's Communications tab, so the case manager sees the whole conversation without leaving MyCase.
• The thread is named for the client, and each entry is marked incoming or outgoing, with who sent it and who received it.
• The Treatment tab in Hona shows every visit: attended, billed, bills and records.

More on treatment tracking.

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 stage 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 stage in MyCase, 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.
• 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 shows in the case's Communications tab, so anyone on your team can see in MyCase 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 in the case's Documents in MyCase for whoever drafts the demand.

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.

How Hona Disbursements works.

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 MyCase?

You need to be an admin in both MyCase and Hona, because only MyCase admins can connect integrations. Setup takes six steps:

1. Connect. Sign in to MyCase as an admin. In Hona, open Company Settings, then Integrations, and click Connect on the MyCase tile. Click Allow on the MyCase authorization page. The tile shows Connected, Inactive: the connection works, and no client gets an automatic update yet.
2. Load your MyCase fields. Click Map Fields to open the MyCase Data Mapper, then run the ID of any case or click Get Random ID. The Data Mapper lists the fields on your MyCase cases, so you pick fields instead of typing them.
3. Map the three required fields. Map project type to practice area (recommended) or a custom field. Map phase name to case stage (recommended) or a custom field. Map Hona Enabled to the custom field you create with your onboarding manager. A case syncs only when Hona Enabled is Yes. A blank field counts as No.
4. Add values to project types and phases. In Company Settings, then Project Types, add the practice area values each project type covers. In each phase, add the case stages that trigger it. Values must match the spelling in MyCase exactly.
5. Test. Sync one case by hand and check that it lands in the right project type and phase. Nothing goes to clients while the integration is inactive.
6. Go live. Hona's team activates the integration, and cases with Hona Enabled set to Yes sync on the next nightly run.

Phases can also follow MyCase tasks, but Hona recommends case stages. MyCase sends task information only in the nightly sync, so task-based phases are harder to test.

Two details keep the record complete. Hona texts the number in the client's Cell field in MyCase, so keep a mobile number there. And Hona logs a staff member's messages under their MyCase user by matching email addresses, so each person should use the same email in Hona and MyCase.

Texts, notifications and call summaries go to the Communications thread by default. Firms that prefer case notes can ask the Hona team to log each one as its own case note, or to keep one running note per case with the newest entry on top. Files go to Documents either way.

Does Hona connect to MyCase Leads?

Yes. MyCase Leads is a separate MyCase product for potential clients, and Hona connects to it as a second integration, set up much like the MyCase one. MyCase holds cases and client contacts, and MyCase Leads holds leads. With both connected, Hona sorts contacts into clients and leads on its own.

• From MyCase Leads to Hona. Hona pulls each lead's name, email, cell phone and date of birth. The lead's status in your MyCase Leads pipeline moves it through the Hona phases you map, the way case stages do for cases. Leads start coming in once you map a Hona lead type to Default, which picks up every lead you have not mapped to another type.
• Which leads come in. Like cases, a lead comes into Hona from MyCase Leads only when its Hona Enabled custom field is set to Yes. Leads the AI Receptionist or your website chatbot captures are always created in Hona.
• From Hona to MyCase Leads. A lead automation creates a new lead in MyCase Leads from each lead the AI Receptionist or your website chatbot captures, with the lead's first and last name, email and phone, plus any MyCase Leads custom fields you choose. A name and a valid email are required.
• What stays in Hona. MyCase Leads cannot hold notes or files, so texts, call summaries and documents for a lead are not logged there.

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, and in the client's when it is known. Lia answers incoming texts at any hour.
• Your team can review Lia's work, pause her, or take over any conversation.
• Lia updates MyCase 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 MyCase. 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 MyCase.

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

Frequently asked questions

Does Hona replace MyCase?

No. MyCase 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.

Where do Hona messages show up in MyCase?

Inbound and outbound texts, Lia's included, and every notification the client received from Hona log to one thread per client in the case's Communications tab, each marked incoming or outgoing with who sent and received it. Firms that prefer case notes can ask the Hona team to log them as notes instead.

Where do client documents go in MyCase?

Files clients text in, upload to a form, or sign through e-signature are saved as attachments in the Documents section of the case's Items & info tab.

Can Hona fill in MyCase fields from client forms?

Yes. Map a question on a Hona form to a MyCase case or contact custom field, or to the client's name, email or phone, and the client's answer updates that field when they submit. The question type must match the field: a date question for a date field, a single-choice question for a yes/no or list field, a number question for a number or currency field, and a text question for a text field.

Does Hona work with MyCase Leads?

Yes, as a separate integration. Hona pulls leads from MyCase Leads and moves them through phases by lead status. Hona's AI Receptionist answers calls around the clock in 31 languages, and a lead automation can turn each lead it or your website chatbot captures into a new lead in MyCase Leads. MyCase Leads cannot hold notes or files, so texts and call summaries for a lead stay in Hona.

How quickly does a stage change reach the client?

Hona syncs with MyCase every night, and the updates it triggers go out the next day. MyCase does not send changes in real time. Your team can sync one case by hand for an immediate update.

How do we stop Hona updates for one client?

Set the Hona Enabled field on that case in MyCase to No. Hona keeps syncing the case but cancels any notification queued for it, and you can set it back to Yes at any time. If the field is No before the case first syncs, Hona does not create a project for it.