Everything you need to put AI agents on every phone, inbox, and meeting
HUM is a complete voice, SMS, and meeting platform — realtime agents, two-way texting with AI flows, visual call flows, outbound campaigns, video rooms, custom tools, CRM sync, analytics, and the admin surface to keep it all controlled.
Bea — voice-to-voice agents that act on the call
HUM bridges Twilio PSTN calls into the OpenAI Realtime API through Cloudflare Durable Objects, so agents can listen, respond, and run tools while the caller is still on the line. No call-and-respond awkwardness, no IVR menus.
- Natural voice conversations with sub-second latency
- Per-call recording, diarization, and transcription
- Auto-generated summaries, tags, and outcomes
- Caller-ID-aware routing and warm handoff to staff
Visual AI agents with hooks, business hours & transfers
Design inbound and outbound flows in a visual builder. Each flow gets its own timezone, weekly schedule, holiday rules, and after-hours behavior — and can hand off to other flows, transfer to staff, or drop a structured voicemail.
- Drag-and-drop flow builder with revision history
- Pre-call and post-call hooks for context and webhooks
- Flow-to-flow transfers and structured outcome capture
- Per-flow secrets for connecting downstream systems
Outbound calling, call lists, and reminder campaigns
Import a CSV or query your scheduling system to build a call list, then dispatch a campaign that places reminder calls with task context and reports back confirm / reschedule / no-answer results.
- CSV-imported and API-driven call lists
- Throttled outbound dialing with retry policies
- Per-row task variables passed to the agent
- Voicemail drop and answering-machine detection
Bi-directional SMS with AI flows, MMS, and campaigns
The same numbers, the same flows, but on text. Inbound messages route into a SMS-channel flow where the AI replies in a single Responses-API turn (with tool calls), or to your inbox for human takeover. Outbound runs through the same opt-out, quiet-hours, and webhook pipeline as the AI — plus throttled campaigns and scheduled follow-ups.
- AI replies via Call Flows with channel="sms" and your tool registry
- Carrier opt-out (STOP / HELP / START) handled automatically
- Quiet-hours auto-defer + scheduled and AI-driven follow-ups
- Throttled bulk campaigns with per-recipient body overrides
- MMS in and out, mirrored to your R2 bucket
- Inbox UI for human takeover with snooze, assign, and close
Video meetings & shareable rooms
Spin up persistent rooms for telehealth, team standups, or demos. Patients, customers, and teammates can join through a public 6-character code or a memorable persistent slug like /meet/your-team — no account required.
- Telehealth, team, demo, and internal room types
- Public unauthenticated entry with chat and PiP self-preview
- Per-room meeting attachments and recordings
- Coexists with the same agent and call surface
Custom tools through the Model Context Protocol
Expose internal APIs as approved MCP tools, then let HUM agents call them mid-conversation. Tools can be private to your org, shared, or published to the public marketplace after review.
- Built-in tools: transfer, voicemail, hangup, lookup, scripted
- Custom MCP server registration with secret management
- Tool versioning, review notes, and audit trail
- Per-flow tool allowlists and approval gates
Connect any CRM and know who is calling
HUM resolves callers against your CRM and writes finished-call activity back — with no CRM-specific code in the call path. Register a connector (a base URL plus a shared secret) and HUM speaks one small, signed HTTP contract that HubSpot, Salesforce, Zendesk, or your own system can implement. Inbound numbers are also enriched automatically through Twilio Lookup, so agents see a name, carrier, and line type before they answer.
- Vendor-neutral connector: lookup, create, and call-activity sync
- Pre-call hooks enrich the agent prompt with CRM context before it speaks
- HMAC-SHA256 signed requests with bearer auth on every call
- Built-in contacts/address book with Twilio Lookup caller enrichment
A live console for the staff who back up Bea
Clock in, see the live agent roster, take live transfers from a flow, and finish notes after the call ends. Useful when a human — clinic staff, a support agent, or an on-call engineer — is the right person to take the next conversation.
- Presence (clock in/out) with per-org rosters
- Live transfer-to-human queue from any flow
- Per-call notes, tags, and outcome capture
- Built on the same softphone every admin sees
Volume, outcomes, and cost visibility in one place
Track inbound and outbound volume, average duration, voicemail rates, outcome distribution, sentiment, and per-call cost — broken down by flow, number, or team window.
- Per-flow and per-number analytics
- Outcome and sentiment trend lines
- Per-call cost breakdown (LLM, voice, telephony)
- CSV export for downstream BI
Roles, blocklists, audit logs, and tenant API keys
HUM is multi-tenant from the database up. Site admins manage organizations and review tools. Org admins manage seats, billing, blocklists, business hours, A2P brand registration, and per-tenant API keys.
- Role-based access (admin, member, viewer)
- Caller blocklist with reason tracking
- A2P / brand registration for SMS plus carrier-keyword opt-out handling
- Tenant API keys with scoped permissions