Hubsoft integration with Matrix Go

About Matrix Go

Matrix Go, known as Matrix do Brasil, is an AI-powered conversational intelligence platform. It brings together bots, virtual agents, the WhatsApp API, and an intelligent telephony center to serve and engage customers. In Hubsoft, Matrix's products appear as Matrix do Brasil: Talk, for telephony, and Omini, for messaging.

What the integration does

Calls (Talk):

• Triggers billing calls based on billing method rules and sends the call to the extension registered as the dialing option.
• Observes the integration's time window.
• Click to Call: the agent calls the subscriber from the customer's record, and the call goes to their extension.

Messages (Omini):

• Sends WhatsApp messages with HSM templates, with variables populated by Hubsoft.
• Uses templates in billing method rules and in messages sent to customer groups.
• Accepts optional template parameters to start a service flow and indicate whether the message enters an ongoing service interaction.

Matrix Go also appears among the chatbot platforms that connect through Hubsoft's Official API.

What you need

• A contract with Matrix for Talk, Omini, or both.
• For Talk: production URL and integration token, obtained from Matrix support or implementation teams.
• For Click to Call: the feature enabled by Matrix on the platform.
• For Omini: the platform access URL, account code (System > Accounts), and token (System > Settings > Integrations).

How to activate

1. In Hubsoft, go to Settings > Integrations > PBX > Add and select the Matrix do Brasil gateway. Enter the URL, token, and hours, with the Use Audio key disabled.
2. Under Actions > Dialing > Add, register the extension and indicate whether it is active.
3. For WhatsApp, go to Settings > Integrations > SMS/Messengers, select the Matrix do Brasil - Omini gateway, and enter the URL, account code, and token.
4. Under Actions > HSM Templates, register each template using the same code used in Matrix and one variable for each template field.
5. Configure the rules in the Call and SMS tabs of the billing method and the sending routines.

The step-by-step guide with screenshots is available in the Hubsoft wiki: Matrix do Brasil Talk and Matrix do Brasil Omini.

Limitations

• Omini works only with HSM templates. Free-form text messages are not sent through this integration.
• If the number of template variables in Hubsoft does not match the number in Matrix, the API reports that it sent the message, but the message does not arrive. Check the variables when registering the template.
• If Click to Call is not enabled on the platform, Hubsoft displays an error. Enablement must be requested from Matrix support.

Frequently asked questions

Does Omini support any type of message?

No. It supports only HSM templates, the pre-approved messages WhatsApp allows for proactive contact.

Where can I find the data needed to configure Omini?

In the Omini platform itself or from the Matrix support and implementation team.

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

The Click to Call extension is missing from the user's parameters under Settings > General > Users > Actions > Edit > Parameters.

Reviewed on 10/10/2026.