Hubsoft integration with Fortics

About Fortics

Fortics is an omnichannel customer engagement platform powered by artificial intelligence. It combines messaging, voice, and automation: the contact center brings WhatsApp and other channels together on one screen, while cloud telephony integrates with or replaces the company’s PBX. SmartZAP is Fortics’ WhatsApp product.

What the integration does

Calls (PBX):

• Launches audio billing calls: the ISP adds audio files to the integration and chooses which one to play for each billing method rule.
• Follows sending rules: after the invoice is generated, before the due date, after the due date, or after payment, within the hours defined in the integration.
• Stores the integration action history.
• Click to Call: the agent calls the subscriber from the customer record, and the call goes to the agent’s extension.

Messages (SmartZAP V4):

• Sends WhatsApp messages using HSM templates, with variables filled in by Hubsoft.
• Uses templates in the SMS rules for the billing method and in sends to customer groups.

Fortics also appears in Hubsoft’s list of SMS gateways and among the chatbot and PBX platforms that connect through Hubsoft’s Official API. Subscribers can use it to request duplicate bills, unlock service through trusted access, and open a support request without speaking to an agent.

What you need

• Fortics PBX, with the server address and the quick-dial key (gkey), found in the PBX panel.
• For Click to Call, a dialing group configured in Fortics under Registration > Services > Quick Dial.
• Billing audio files in .mp3 format.
• For SmartZAP V4: an agent-type username and password, the access URL sent to Hubsoft support, and the sending channel.

How to activate

1. In Hubsoft, go to Configuration > Integrations > PBX, click Add, and choose the Fortics gateway. Enter the address, dial key, and start and end times in HH:MM format.
2. In the integration, under Actions > Audio, add each audio file with a clear description and the file.
3. Go to Configuration > Finance > Billing Method, edit the billing method, and under the Call tab, choose the rule, integration, audio file, and sending days.
4. Under Configuration > General > Routines, add the Send / Launch Phone Calls routine.
5. For WhatsApp, go to Configuration > Integrations > SMS/Messengers, choose the SmartZAP_v4 - Fortics gateway, and under Actions > HSM Template, add the templates using the same names as in Fortics.

The step-by-step guide with screenshots is in the Hubsoft wiki: PBX with Fortics and Fortics SmartZAP V4.

Limitations

• In SmartZAP V4, the integration user must be an agent-type user.
• A WhatsApp integration with active HSM does not support one-off messages or the Subscriber Portal because messages must follow the template.

Frequently asked questions

How does Hubsoft know which audio to play?

By the audio description. It appears in the billing method rule, so describe each audio file clearly—for example, "Invoice due in 5 days."

My HSM template does not work. What should I check?

Check whether the name and variables in Hubsoft match those in Fortics and whether the template is approved on the platform.

The Click to Call button does not appear. What could be wrong?

Check whether the Click-To-Call key is active in the integration and whether the user has a Click to Call extension registered in the parameters.

Reviewed on 10/10/2026.