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Understanding inboxes and channels

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Michael

Michael

Last updated on Jun 26, 2026

📍 Where to find it: Inboxes → Add a channel

An inbox is a point of contact linked to a channel (website, WhatsApp, email, Facebook, Instagram, SMS, Telegram, voice, API...). All the messages from a single channel arrive in the same inbox, then in Conversations.

How it works

Each channel creates an "inbox" in Madyis Hub. Madyis Hub receives the channel's messages (via webhook, OAuth or API depending on the channel) and groups them into conversations. You reply from Madyis Hub and the reply goes back out through the right channel automatically. Some channels are included in every plan, others (WhatsApp, Facebook/Instagram, Voice) are reserved for higher plans and show a padlock.

Step by step

  1. In the left-hand menu, under "Channels & configuration", click "Inboxes".
  2. Click the "Add an inbox" button (top right).
  3. Choose the channel you want from the cards shown (Website, WhatsApp, Email, Facebook, SMS, etc.).
  4. Follow the channel-specific form, then assign the agents who will reply.
  5. At the end, copy the code or URL provided if the channel requires it, then click "All done".

Good to know

  • Only administrators can add or delete an inbox.
  • A greyed-out "Coming soon" card (e.g. TikTok) is not yet available; a card with a padlock (e.g. WhatsApp, Voice) requires a higher plan.
  • You can link the same team mailbox to several channels: everything arrives in the same place in Conversations.