Phone calls in Madyis Hub: what you can do

📍 Where to find it: Inboxes → Add a channel → Voice

Madyis Hub adds a real phone system to your customer service: your agents make and receive calls right from the browser (a "softphone"), with no software to install and no hardware to buy. Everything runs through your Twilio account and a phone number.

How it works

Madyis Hub connects to Twilio, a telephony provider. When a call comes in or goes out, Madyis Hub links two call "legs" in a mini-conference: your customer's leg (their phone line) and your agent's leg (the microphone and speaker on their computer). Each call automatically creates a conversation and a contact, just like a regular message. You need a microphone and a recent browser.

Step by step

1. Check that your plan is at least "Pro": calls are a Pro feature.
2. Create (or retrieve) a Twilio account and a Twilio phone number.
3. In Madyis Hub, go to "Inboxes" then "Add a channel" and choose "Voice".
4. Enter your Twilio credentials (number, Account SID, Auth Token, API Key SID, API Key Secret) and confirm.
5. Assign the agents who will be able to make and receive calls.

Good to know

• Calls aren't free: Twilio charges for the connection (around 1 cent per minute for a widget call, more for a call to a real number). Keep an eye on your Twilio balance.
• The browser microphone must be allowed: the first time, your browser will ask for microphone access, so accept it.
• Calls from your website widget require a page on HTTPS (a secure connection).
• There is no built-in minute counter in Madyis Hub yet: track your usage on the Twilio side.