blog post
A Morning in Neostella With Lia on the Case
Read Time
November 10, 2026
A case manager at a Neostella firm opens a case at 8:30. The client had a physical therapy visit yesterday. Did they go? Did they mention a new doctor? Did the provider office send the bill?
Without help, answering those questions takes a phone call or three. At a firm running Hona, the answers are already on the case.
Neostella holds the case. Hona does the follow-up.
Neostella stays your system of record. Hona pulls in each Hona Enabled case with its client, stage and team. Lia, Hona's AI case agent, then runs your firm's playbooks on it, and everything she does logs back to Neostella. Your team does not have to leave Neostella to see what happened.
What lands on the case
Here is what a case manager finds in Neostella after Lia has worked a case:
- Every text, Lia's included, as notes on the case. Your firm picks one running note or one note per message.
- Notification history, logged as notes, so you can see which update the client received.
- Client files, such as photos and police reports, as documents on the case.
- Form answers, written into the Neostella fields you map.
- Record updates from a playbook, when your firm wants Lia to make them.
So the PT question answers itself. The notes show Lia's check-in after the visit and the client's reply. If the client named a new provider, Lia picked it up. If they missed and could not be reached, the case team already has an escalation with the reason, what Lia tried and a priority.
The provider side works the same way
Lia's provider follow-up playbook emails provider offices for attendance, itemized charges, balances, billing codes, letter of protection status and medical records, using the client's signed HIPAA authorization. She keeps following up until the office responds. Results post to the Treatment tab in Hona, and Lia can update the Neostella record as part of the playbook when your firm wants.
Stage changes become client updates
When your team moves a case to a new stage in Neostella, the next sync moves the matching phase in Hona. The client's case tracker updates, the message your firm wrote for that stage goes out, and the playbook for that phase starts. Updates triggered by the overnight sync go out the next day, not in the middle of the night. When a client needs to hear right away, staff can sync one case by hand.
What the guide covers
The guide is the reference for the whole connection:
- The full sync table, item by item, in both directions.
- The sync schedule, nightly, with a larger catch-up on the weekend.
- Setup in seven steps, from API credentials to going live, including how to test while the integration is Inactive so nothing reaches clients.
Read the guide: Hona for Neostella firms
The takeaway
Neostella is where your team works. Hona makes sure the follow-up happens and shows up there, so the morning question has an answer before anyone picks up the phone.
Book a demo to see Lia work cases from your Neostella account.
A case manager at a Neostella firm opens a case at 8:30. The client had a physical therapy visit yesterday. Did they go? Did they mention a new doctor? Did the provider office send the bill?
Without help, answering those questions takes a phone call or three. At a firm running Hona, the answers are already on the case.
Neostella holds the case. Hona does the follow-up.
Neostella stays your system of record. Hona pulls in each Hona Enabled case with its client, stage and team. Lia, Hona's AI case agent, then runs your firm's playbooks on it, and everything she does logs back to Neostella. Your team does not have to leave Neostella to see what happened.
What lands on the case
Here is what a case manager finds in Neostella after Lia has worked a case:
- Every text, Lia's included, as notes on the case. Your firm picks one running note or one note per message.
- Notification history, logged as notes, so you can see which update the client received.
- Client files, such as photos and police reports, as documents on the case.
- Form answers, written into the Neostella fields you map.
- Record updates from a playbook, when your firm wants Lia to make them.
So the PT question answers itself. The notes show Lia's check-in after the visit and the client's reply. If the client named a new provider, Lia picked it up. If they missed and could not be reached, the case team already has an escalation with the reason, what Lia tried and a priority.
The provider side works the same way
Lia's provider follow-up playbook emails provider offices for attendance, itemized charges, balances, billing codes, letter of protection status and medical records, using the client's signed HIPAA authorization. She keeps following up until the office responds. Results post to the Treatment tab in Hona, and Lia can update the Neostella record as part of the playbook when your firm wants.
Stage changes become client updates
When your team moves a case to a new stage in Neostella, the next sync moves the matching phase in Hona. The client's case tracker updates, the message your firm wrote for that stage goes out, and the playbook for that phase starts. Updates triggered by the overnight sync go out the next day, not in the middle of the night. When a client needs to hear right away, staff can sync one case by hand.
What the guide covers
The guide is the reference for the whole connection:
- The full sync table, item by item, in both directions.
- The sync schedule, nightly, with a larger catch-up on the weekend.
- Setup in seven steps, from API credentials to going live, including how to test while the integration is Inactive so nothing reaches clients.
Read the guide: Hona for Neostella firms
The takeaway
Neostella is where your team works. Hona makes sure the follow-up happens and shows up there, so the morning question has an answer before anyone picks up the phone.
Book a demo to see Lia work cases from your Neostella account.
