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Getting started
Your first steps with Madyis Hub: create your account, understand the dashboard and set up the essentials.
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Inboxes & channels
Connect all your channels (website, WhatsApp, email, social media, SMS, calls) to a single inbox.
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Conversations & team
Handle your daily conversations and organize your team: labels, views, macros, canned responses, SLA and roles.
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AI agents
The heart of Madyis Hub: build AI agents that answer your customers automatically, around the clock.
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Pipeline & contacts
Your CRM: track your leads stage by stage and keep all your customer records in one place.
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Flows & automations
The proactive engine: build visual scenarios to follow up and nurture your customers automatically.
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Campaigns & forms
Reach your customers at scale: on-site chat, SMS, WhatsApp and data-collection forms.
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Social media
Publish and schedule your Facebook and Instagram posts, and let AI help you write them.
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Data sync
Bring in contacts from anywhere (Google Sheets, webhooks, CSV, forms) and file them automatically.
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Integrations
Connect Madyis Hub to your other tools: Shopify, Google, Notion, Slack, webhooks and more.
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Reports & analytics
Track your stats: conversation volume, response times, agent performance and customer satisfaction.
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Account, settings & security
Manage your account, profile, security (2FA), notifications and the customization of your workspace.
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Billing & plans
Understand the plans, the AI-reply quota and manage your subscription.
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Build your help center
Build your own help center for your customers: portal, categories, articles, languages and domain.
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Popular articles
What other people are reading right now.
The customer satisfaction report (CSAT)
📍 Where to find it: Reports → CSAT The CSAT report shows what your customers think of your service: their satisfaction rating after a conversation, the survey response rate, and the details of each piece of feedback (rating, comment, agent involved). How it works When the satisfaction survey is enabled on an inbox, the customer receives a request to rate the conversation at the end of it. Madyis Hub aggregates these responses into three metrics (Total responses, Satisfaction score, Response rate), shows the breakdown of ratings, and lists each response in a table you can filter by agent, inbox, team and rating. You can also add internal evaluation notes to each piece of feedback (a feature reserved for higher plans). Step by step 1. First enable the CSAT survey on the relevant inbox (inbox settings, configuration tab). 2. Open "Reports" then the "CSAT" tab. 3. Choose the date range and, if needed, filter by agent, inbox, team or rating. 4. Read the three metrics at the top and the "Rating breakdown". 5. Browse the table to read each customer comment and the agent who handled the conversation. 6. Click "Download CSAT reports" to export the responses. Good to know - Without a CSAT survey enabled on at least one inbox, this report will stay empty. - The "Satisfaction score" is the percentage of positive responses; the "Response rate" indicates how many customers who were asked actually replied. - The internal "Evaluation notes" (private context on each piece of feedback) are available only in the Business plans and above.
👥 Conversations & teamCustom roles: fine-tune agents' permissions
⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Custom roles" Custom roles let you create tailor-made permission profiles, beyond the standard Administrator and Agent roles, to give each colleague exactly the access they need. How it works You create a role with a name, a description and a selection of permissions: manage all conversations, manage unassigned conversations, manage conversations you are participating in, manage contacts, manage reports, manage the knowledge base. You then assign this role to an agent from their profile. Ticking "manage all conversations" automatically adds the unassigned and participating rights. Step by step 1. Go to "Settings" → "Account" group → "Custom roles". 2. Click to create a role: name and description. 3. Tick the permissions to grant (conversations, contacts, reports, knowledge base). 4. Save, then go to "Agents" and assign this role to an agent via their edit profile. Good to know - Feature reserved for higher plans (may be blocked depending on your offer). - Useful for granting "read/reports only" or "contacts only" access.
🤖 AI agentsFeeding the agent by importing your website
📍 Where to find it: AI Agents → (your agent) → Knowledge → Import from a website Paste your website address and the agent automatically analyzes it to understand your products, services and FAQ, with nothing to copy by hand. How it works Madyis Hub browses the pages of your website, extracts the text and turns it into knowledge. The analysis runs in the background: progress shows in real time below the form (Pending, Analysis in progress, Done). If an analysis fails, a "Retry analysis" button restarts the same URL. Step by step 1. Open the agent, "Knowledge" tab. 2. In "Import from a website", paste the URL (e.g. https://your-site.com). 3. Click "Analyze the site". 4. Follow the progress until the "Done" status. 5. If it fails, click "Retry analysis". Good to know - Enter the address of the richest page (home, FAQ, catalog). - Run the import again when your site changes to keep the agent up to date. - The analysis can take a few minutes depending on the size of the site.
🧩 IntegrationsConnect Google Translate to translate customers' messages
📍 Where to find it: Integrations → Google Translate The Google Translate integration helps your agents easily translate customers' messages: it detects the language of a message and converts it into the agent's language. How it works You provide the Google Cloud project ID and the JSON key file of a service account that has access to the translation API. Once connected, the agent can translate an incoming message in one click, with the language detected automatically. Step by step 1. In Google Cloud, enable the Translation API and create a service account, then download the JSON key file. 2. In Madyis Hub, open "Integrations", then click the "Google Translate" card. 3. Click "Connect", enter the Google Cloud project ID, and paste the contents of the JSON key file. 4. Confirm the connection. 5. In a conversation, use the translation option on a customer's message to see it in your language. Good to know - The language is detected automatically: no manual choice is needed. - This integration requires a Google Cloud account with the translation API enabled (a potentially paid service at Google). - For automatic multilingual replies, the native AI agents already reply in the customer's language without this integration.
⚙️ Account, settings & securitySet your availability (Online, Busy, Offline)
📍 Where to find it: Avatar (sidebar) → "Set your availability" Let people know whether you are Online, Busy or Offline. Your availability affects how conversations are assigned and what your customers see. How it works You choose your status from your avatar menu. An "Automatically go offline" option switches you to Offline after a period of inactivity, so conversations aren't assigned to you when you're away. As long as you're Online, customer messages assigned to you land in your Inbox. Step by step 1. Click your avatar in the sidebar. 2. Click the selector next to "Set your availability". 3. Choose Online, Busy or Offline. 4. Turn on "Automatically go offline" if you wish. Good to know - To reply to customers yourself, stay "Online" (on computer or phone). - Your status can't be changed while an admin is viewing the account on your behalf (impersonation).
📊 Reports & analyticsThe Overview: your figures live
📍 Where to find it: Reports → Overview The Overview shows in real time the state of your customer service: how many conversations are open, pending or unassigned, which of your agents is online, and at which times your customers write to you the most. How it works This page refreshes automatically (live) without you having to reload. It brings together five blocks: the account's open/pending/unassigned conversations, agent status (online, busy, offline), a "Conversation traffic" heatmap (at which times and on which days messages arrive), a "Resolutions" heatmap, a table of conversations by agent and a table by team. Step by step 1. Go to "Reports" (Analytics section of the left-hand menu). 2. By default you are on "Overview"; if not, click that tab. 3. At the top, read "Open conversations" (open, unattended, unassigned, pending) and "Agent status". 4. Lower down, hover over the colored cells of "Conversation traffic" to see the number of conversations at each hour. 5. To filter a heatmap, use the period selector and the inbox menu at the top right of the map. 6. Check the "Conversations by agents" and "Conversations by teams" tables to see everyone's workload. Good to know - The darkest cells of the heatmaps indicate your peak hours: use them to plan your agents' presence. - The "Agent status" block is useful to check at a glance who is available right now. - The team table only appears if you have created teams (Settings → Teams).