Channels (inboxes)

Channels: an overview

What it's for A channel is simply a way for your customers to message you. Each channel becomes an inbox in Madyis Hub. Whether customers reach you by email, WhatsApp, your website chat or Messenger, every message lands in the same place. No more juggling ten apps. You can have several inboxes Nothing limits you to a single channel. You can create one inbox for your website, another for WhatsApp, another for email, and so on. Each inbox is independent. What you set up for each channel - A dedicated AI agent that can reply automatically on your behalf. - Human agents (your team members) assigned to that inbox. - Business hours specific to that channel. How to add an inbox 1. Go to Settings → Inboxes. 2. Click Add inbox. 3. Choose the channel type (Website, Email, WhatsApp, Telegram, etc.). 4. Fill in the details required for the channel you picked. 5. Add the agents (human and/or AI) who will handle this inbox. 6. Finish: your channel is ready to receive messages. Tip: each channel type has its own help article in this category. Refer to it for the detailed steps.

Chat widget on your website

What it's for The chat widget is the little bubble that shows at the bottom of your website. Visitors click it to message you live. It's the easiest way to turn a visitor into a customer: they ask their question, and you (or your AI agent) reply right away. Create the "Website" inbox 1. Go to Settings → Inboxes → Add inbox. 2. Choose Website. 3. Give the inbox a name (e.g. "Website chat"). 4. Enter your website address (your domain URL). 5. Pick the widget color, the welcome heading and the welcome message. 6. Turn on the automatic greeting if you want one. 7. Confirm: Madyis Hub generates a code to copy. Install the code on your site 1. Copy the code shown at the end of setup. 2. Paste it into your site, just before the closing page tag (your site editor or developer knows where it goes). 3. If you run a Shopify store, you can install the chat through the Madyis Hub Shopify app, without touching any code. Customize the chat After creating it, open the inbox in Settings → Inboxes and adjust: - The widget color and position. - The welcome message shown when it opens. - The avatar and name visitors see. - The pre-chat form (ask for a name or email before chatting). - The chat's business hours. - The assigned AI agent, which can reply automatically. Tip: test the chat on your site once the code is installed, to confirm messages reach Madyis Hub.

Connect an email inbox

What it's for Do customers already email you? Connect your email inbox to Madyis Hub: every incoming email becomes a conversation, and your replies go out from your usual address. Your whole team works in one place, without forwarding messages around. Connection methods When you create the inbox, you pick one of these options: - Microsoft 365 / Outlook — a simplified connection by signing in with your Microsoft account. - Google / Gmail — a simplified connection by signing in with your Google account. - Other provider (IMAP / SMTP) — for any other mailbox: you enter the technical settings from your host. Steps 1. Go to Settings → Inboxes → Add inbox. 2. Choose Email. 3. Select your provider: Microsoft, Google or Other provider. 4. For Microsoft or Google: click to connect and authorize access to your mailbox. 5. For another provider: enter the IMAP (incoming) and SMTP (outgoing) settings — server, port, username and password, provided by your email host. 6. Confirm, then add the agents who will handle this inbox. Tip: if you don't know your IMAP/SMTP settings, they're in your email host's help section (often under "Set up an email client").

Connect WhatsApp

ℹ️ Coming soon — The "1-click" connection (Embedded Signup) that links WhatsApp in seconds is awaiting Meta approval. In the meantime, use the manual method below: it works right now. What it's for WhatsApp is the messaging app of choice for millions of customers. By connecting your WhatsApp Business number to Madyis Hub, your customers' messages land in your inbox, and your AI agent or your team can reply. What you need The method available today is the WhatsApp Cloud API. From your Meta account, you collect: - Your WhatsApp Business number (international format, e.g. +1…). - The Phone Number ID. - The WhatsApp Business Account ID (WABA ID). - A Meta access token. Steps 1. On Meta for Developers, create a "Business" app and add the "WhatsApp" product. 2. In WhatsApp API Setup, add and verify your number, then copy the Phone Number ID and the WABA ID. 3. Create a permanent access token with the WhatsApp permissions and copy it. 4. In Madyis Hub: Settings → Inboxes → Add inbox → WhatsApp. 5. Fill in: inbox name, number, Phone Number ID, WABA ID and access token. Click Create. 6. Open the inbox Configuration tab and copy the Webhook URL and the Verify token. 7. Back in Meta → WhatsApp → Configuration → Webhooks: paste the URL and token, then subscribe to the "messages" field. Tip: stuck on a step? Ask the assistant in the bottom-right corner of your dashboard.

Connect Telegram

What it's for Telegram lets your customers message you through a bot (a chat robot in your name). Once connected to Madyis Hub, every message sent to your bot lands in your inbox. The connection is instant. Steps 1. On Telegram, open a chat with @BotFather (the official bot for creating bots). 2. Send the /newbot command and follow the instructions: give your bot a name, then a username. 3. @BotFather returns a token (a long string of characters). Copy it. 4. In Madyis Hub: Settings → Inboxes → Add inbox → Telegram. 5. Paste the bot token into the field. 6. Confirm: the inbox is created instantly. Then add the agents who will handle it. Tip: keep your token secret. Anyone who has it can control your bot.

Connect LINE

What it's for LINE is a widely used messaging app, especially in Asia. By connecting your LINE channel to Madyis Hub, your LINE customers' messages land in your inbox, alongside your other channels. What you need From the LINE developer console (LINE Developers), collect your LINE channel credentials: - The Channel ID. - The Channel Secret. - The Channel Access Token. Steps 1. Go to Settings → Inboxes → Add inbox → LINE. 2. Give the inbox a name. 3. Enter the Channel ID, the Channel Secret and the Channel Access Token. 4. Confirm, then add the agents who will handle this inbox. Tip: keep these credentials safe. They grant access to your LINE channel.

Connect SMS

What it's for SMS remains a direct channel that almost everyone reads. By connecting an SMS provider to Madyis Hub, you receive your customers' texts in your inbox and reply just like any other message. Two possible providers When you create the inbox, you choose your provider: Twilio or Bandwidth. You need an account with one of them. Option 1 — Twilio 1. Go to Settings → Inboxes → Add inbox → SMS. 2. Choose the Twilio provider. 3. Give the inbox a name. 4. Enter your Twilio phone number (international format, e.g. +1…). 5. Enter your Account SID and your Auth Token, found in your Twilio dashboard. 6. Confirm. Option 2 — Bandwidth 1. In the same step, choose the Bandwidth provider. 2. Enter the inbox name, your number, and the Bandwidth credentials: Account ID, Application ID, API Key and API Secret. 3. Confirm, then add the agents. Tip: your Twilio or Bandwidth credentials are in your provider's dashboard. Keep them confidential.

The API channel

What it's for The API channel is for developers. It lets you plug any message source into Madyis Hub that doesn't have a dedicated connector: an in-house app, an internal channel, a third-party service, and so on. Messages flow in and out through the Madyis Hub API. Who it's for This option assumes some development work. If you're not technical, the other channels (Website, Email, WhatsApp, etc.) cover most needs without code. Steps 1. Go to Settings → Inboxes → Add inbox → API. 2. Give the inbox a name. 3. Optionally enter a webhook URL: Madyis Hub will send outgoing messages there so your system can pass them on to your customer. This field is optional. 4. Confirm, then add the agents. Next Once the inbox is created, your application uses the Madyis Hub API to send incoming messages (from your customer into Madyis Hub) and, via the webhook, to receive outgoing messages (from Madyis Hub to your customer). See the API documentation for the exact endpoints. Tip: the webhook URL must start with http(s). You can change it later in the inbox settings.

Connect Facebook Messenger

ℹ️ Coming soon — The connection works right now for your test accounts. Opening it to the general public requires Meta's "Advanced Access" approval, which is in progress. What it's for Many customers reach you through Messenger from your Facebook Page. By connecting your Page to Madyis Hub, those messages land in your inbox, and your team or AI agent can reply without opening Facebook. What you need - A Facebook Page you administer. - A Facebook account allowed to manage that Page. Steps 1. Go to Settings → Inboxes → Add inbox → Facebook. 2. Click to connect with Facebook and approve the access requested. 3. From the list, choose the Page to connect. 4. Give the inbox a name (the Page name by default). 5. Confirm: the inbox is created. Then add the agents who will handle it. Tip: you can connect several Pages, each in its own inbox.

Connect Instagram

ℹ️ Coming soon — The connection works right now for your test accounts. Opening it to the general public requires Meta's "Advanced Access" approval, which is in progress (same status as Facebook Messenger). What it's for The direct messages (DMs) you receive on Instagram can land straight in Madyis Hub. No need to open the Instagram app: your team or AI agent replies from your inbox. How it works Instagram DMs reach Madyis Hub through the Facebook Page linked to your Instagram business account. In practice: you connect Facebook, and Instagram follows automatically. So you need: - An Instagram professional account (Business or Creator). - A Facebook Page linked to that Instagram account. Steps 1. Make sure your Instagram account is linked to your Facebook Page (in your Facebook Page settings). 2. In Madyis Hub: Settings → Inboxes → Add inbox → Facebook. 3. Connect with Facebook and approve the access: the permission also covers the Page's Instagram messages. 4. Choose the Page linked to your Instagram, then confirm. Tip: if your Instagram DMs don't come through, first check that the Instagram account is correctly linked to the Facebook Page on Facebook's side.

Connect TikTok

ℹ️ Coming soon — The TikTok connection is ready on the Madyis Hub side but still awaiting TikTok's approval. It will be enabled as soon as TikTok grants access. What it's for TikTok is becoming a full-fledged contact channel for many brands. The goal is to bring TikTok messages straight into your Madyis Hub inbox, so your team or AI agent can reply in the same place as your other channels. How it will work 1. Go to Settings → Inboxes → Add inbox → TikTok. 2. Click to continue with TikTok and connect your account. 3. Approve the access requested. 4. The inbox is created: then add the agents who will handle it. Tip: check back on this article or watch for product announcements: we'll let you know as soon as TikTok is available for everyone.

Customize the widget: bubble color, shape, size and icon

Beyond the color, you can finely adapt the chat widget's look to your brand. Go to Settings → Inboxes → (your Website inbox) → Settings (a live preview shows on the right). The chat bubble - Color: the widget's main color. - Bubble shape: circle, rounded or square. - Bubble size: small, medium or large. - Bubble icon: chat, question mark, smiley, headset, envelope or heart. - Position: left or right of the screen. - Launcher text: a small label next to the bubble (e.g. "Have a question?"). The header and greeting - Welcome title and tagline. - Greeting message (toggleable): the first automatic message. - Reply time shown to visitors ("in a few minutes / hours / a day"). - Sender name: your friendly name or the company name. Good to know: if a change "doesn't show" on your site, it's often the site's cache (service worker / PWA) serving the old version — not a bug. Force a reload.

The pre-chat form: collect details before the conversation

The pre-chat form asks the visitor for a few details before starting the conversation (for example their email), so you can follow up and qualify the request. Enable and configure it 1. Go to Settings → Inboxes → (Website inbox) → Pre-chat form. 2. Enable the form. 3. Write the intro message shown above the form. 4. For each field: enable it, make it required or not, and customize the label and help text. You can reorder the fields. Default fields: Email, Full name, Phone. You can also add your custom attributes. Good to know: ask for the minimum (often just the email) so you don't discourage the visitor. The shorter the form, the more it gets filled in.

Restrict and secure the widget: allowed domains and identity (HMAC)

You can control where your widget loads and guarantee the identity of your logged-in visitors. Go to Settings → Inboxes → (Website inbox) → Configuration. Allowed domains List the allowed domains that can load the widget. The widget will refuse to show elsewhere — useful to prevent it being copied onto another site. Identity validation (HMAC) If you identify your visitors (customers logged into your site), enable identity validation. You sign the visitor's identifier with your HMAC secret key (shown here): Madyis Hub then verifies that one visitor can't impersonate another. Good to know: identity validation is recommended as soon as the widget is used by logged-in users (customer area, app).

WhatsApp: advanced manual setup (number, token, webhook)

In addition to the 1-click connection (Embedded Signup), you can connect WhatsApp manually — useful if you already manage your number on the Meta side. Manual connection (WhatsApp Cloud) 1. Go to Settings → Inboxes → WhatsApp → choose WhatsApp Cloud → manual setup link. 2. Fill in: - Inbox name - Phone number (international format, e.g. +33…) - Phone number ID (numeric identifier, provided by Meta) - WhatsApp Business Account ID (numeric identifier) - API access token 3. Create the inbox. 4. On the final screen, copy the webhook URL and verify token into your Meta app, and subscribe to the "messages" event. A multilingual step-by-step guide is built in above the form (with a direct link to Meta for Developers). What about Twilio? If your WhatsApp goes through Twilio, choose the Twilio provider and fill in your Twilio credentials. Good to know: your own WhatsApp number works for real customers right now. Monitor its quality in the inbox's Account Health tab.

Configure IMAP and SMTP for your email inbox

To receive and send emails from your own address (beyond 1-click Gmail/Outlook), configure IMAP and SMTP. Go to Settings → Inboxes → (email inbox) → Configuration. IMAP (receiving) Enable IMAP, then fill in: Server address, Port, Login, Password, SSL on, and the authentication mechanism. Gmail example: server imap.gmail.com, port 993, SSL on, with an app password (not your usual password). SMTP (sending) Once IMAP is enabled, the SMTP section appears: Server address, Port, Login, Password, Domain, Encryption (SSL/TLS or STARTTLS). Good to know: for Gmail, don't use the "Sign in with Google" button if OAuth isn't configured — use the manual IMAP/SMTP form with an app password.

Set up an inbox: agents, assignment, AI, CSAT and hours

Each inbox has its own settings, accessible via Settings → Inboxes → (your inbox), organized in tabs. The key settings - Collaborators: which agents handle this inbox. Enable auto-assignment (round-robin) to distribute conversations, with a per-agent limit if needed. - Business hours: timezone, daily slots, and an away message. - CSAT (satisfaction): enable the survey sent on resolution (rating by emoji or stars), with per-label rules. - Bot configuration: connect an AI agent to the inbox so it replies automatically. - Settings: greeting message, sender name, conversation continuity, and linked help center. Good to know: for your AI agent to reply on an inbox, connect it in Bot configuration (or from the AI Agents section → Channels tab).

Connect WhatsApp via Twilio

You can receive and reply to your WhatsApp messages directly inside Madyis Hub using Twilio. It takes about 10 minutes. Follow the steps in order. ⚠️ The most important point: unlike some other channels, connecting WhatsApp through Twilio is not fully automatic. You must paste a URL (the "webhook") into Twilio, otherwise incoming messages will never reach Madyis Hub. That is step 3 below, and it is the #1 reason messages "don't show up". Before you start - A Twilio account with WhatsApp enabled (an approved WhatsApp number, or the "Sandbox" for testing). - Your Twilio credentials: Account SID and Auth Token, shown on the Twilio Console home page. Step 1 — Create the inbox in Madyis Hub 1. Go to Inboxes & channels → Add channel → WhatsApp, then choose Twilio. 2. Fill in: - the inbox name (e.g. "WhatsApp Support"); - your WhatsApp number in international format (e.g. +15551234567, no spaces); - your Account SID and Auth Token. 3. Click Create channel. Step 2 — Copy the callback URL Right after creation, Madyis Hub shows a callback URL. You can also find it anytime in the inbox Configuration tab. It looks like: https://madyishub.io/twilio/callback Copy it. This is what tells Twilio where to deliver the messages your customers send you. Step 3 — Paste the URL into Twilio (the step not to skip) In the Twilio Console, open your WhatsApp sender configuration: Messaging → Senders → WhatsApp senders → your number. Find the "Messaging Endpoint Configuration" section and fill in: - Webhook URL for incoming messages: paste the callback URL from step 2. - Webhook method for incoming messages: HTTP Post. - Status callback URL (optional): https://madyishub.io/twilio/delivery_status — to receive delivery receipts (sent / read). - Messaging service: leave empty if you don't use one. Click Save. The "Profile about" field Twilio may ask for is simply the short description of your WhatsApp profile (cosmetic, free text, ~139 characters). For example: "Support — bookings and questions". It has no impact on message delivery. Step 4 — Test From a phone, send a WhatsApp message to your number. Within a few seconds it should appear as a new conversation in the inbox you just created. Special case: the Twilio Sandbox The Sandbox lets you test before you have an approved WhatsApp number: - From your phone, join the Sandbox first: send join <your-code> to the Sandbox number shown by Twilio. - Put the callback URL in the Sandbox settings, field "When a message comes in". - In Madyis Hub, the inbox number must be the Sandbox number (often +14155238886), not your real number. Still not working? - Make sure the callback URL is exact and set to HTTP Post. - Make sure the inbox number matches your Twilio number exactly (international +… format, no spaces). - If you use a Twilio Messaging Service: put the callback URL in that service instead (Integration → Incoming Messages tab), then enter its Messaging Service SID when creating the inbox. - Stuck on a step? Ask the assistant in the bottom-right corner of your dashboard.