Unified Messaging — Features (Full Detail)

2. How to Use This Module

2.1 Setup Wizard

1. After activation, open Unified Messaging → Setup Wizard (if shown).
2. Enable the channels you need (Web Chat and/or Meta channels).
3. Configure basic notification and AI options.
4. Mark the wizard complete when finished.

2.2 Web Chat Widget

1. Go to Unified Messaging → Web Chat Widget.
2. Customize color, position, greeting, and offline message.
3. (Optional) Configure AI provider + API key under Settings.
4. Copy the embed script and paste it before </body> on your website.
5. Optionally restrict domains under Settings → Widget Security.

2.3 WhatsApp / Facebook / Instagram (Meta)

1. Create a Meta App at developers.facebook.com.
2. In Perfex: Unified Messaging → Channels → Add Channel.
3. Select channel type (WhatsApp, Facebook, or Instagram).
4. Enter App ID, App Secret (required for webhook HMAC), Access Token, and Page / Phone Number IDs.
5. Save the channel — note the channel ID.
6. In Meta webhook settings, set the Callback URL to:
   {your_crm_url}/unified_messaging/unified_messaging_webhook/receive/{channel_id}
7. Use the channel’s Verify Token from channel settings for Meta verification.
8. Subscribe to the required messaging webhooks (messages, messaging_postbacks, etc.).

2.4 Unified Inbox

1. Open Unified Messaging → Inbox.
2. Filter by channel, assigned staff, starred, tags, sentiment, or snoozed.
3. Reply with text or media (image / video / PDF).
4. Assign conversations, add tags, create leads/tickets, or link CRM contacts.
5. For WhatsApp outside the 24h window, send an approved template message.
6. Mark conversations resolved — optional CSAT survey is sent automatically when enabled.

2.5 AI Assistant

1. Go to Unified Messaging → Settings and enable AI.
2. Choose a provider (DeepSeek, Groq, OpenRouter, Together, OpenAI, or Custom).
3. Add your API key (stored encrypted).
4. Optionally enable AI on Meta channels and configure handoff phrases.
5. Add FAQs / documents under AI Knowledge Base for RAG answers.
6. Build guided conversations under Bot Flows.

2.6 Automation, SLA & CSAT

1. Automation — create keyword/event rules for auto-reply, assign, tag, lead, spam, handoff.
2. SLA — set first-response minutes and multi-step escalation under Settings / Channels.
3. CSAT — enable survey on resolve and customize the question.
4. Business Hours — set global or per-channel away auto-replies.

2.7 Analytics & Operations

• Analytics — message volume, CSAT, SLA, agent performance.
• Operations — webhook health, queue stats, team workload.
• Outgoing Queue — retry failed sends.
• Webhook Failures — replay failed Meta payloads.
• Scheduled Messages — send later from inbox.

3. Features

• Unified inbox for WhatsApp, Facebook Messenger, Instagram DM, and Web Chat
• Staff assignment, tags, notes, merge, snooze, spam/block
• CRM linking: leads, customers, tickets
• Web chat embed with domain allowlist and rate limiting
• AI assistant with multi-provider support and encrypted API keys
• AI knowledge base (RAG), bot flows, sentiment, human handoff
• WhatsApp templates, catalog products, Flows, media send/receive
• Automation rules engine with event triggers
• SLA timers + multi-step escalation
• CSAT surveys on resolve
• Real-time inbox via SSE or Pusher/Soketi WebSocket
• Analytics + operations dashboard
• Clean uninstall removes all module tables and uploads

4. Permissions

Assign under Setup → Staff → Roles.

5. Cron Jobs

Background tasks use the main Perfex CRM cron. Example (every minute):

* * * * * php /path/to/perfex/index.php cron/index > /dev/null 2>&1

Cron powers: AI reply queue, send retries, SLA checks, scheduled messages, webhook failure retries, session cleanup.

Check Unified Messaging → Settings → System Health to verify cron and DB version.

6. Uninstall

1. Go to Setup → Modules.
2. Deactivate the module (optional — keeps data).
3. Click Uninstall to permanently remove:
   • All um_* database tables
   • Related options
   • Files under uploads/unified_messaging/

Deactivate = keep data. Uninstall = delete all module data.

7. FAQ

Webhook verification fails

Confirm the Callback URL includes the correct channel ID and the Verify Token matches the channel settings. Ensure App Secret is saved for signature validation.

AI not replying

Enable AI in Settings, add a valid API key, confirm cron is running, and check that the conversation is not AI-paused / assigned in a way that blocks auto-replies.

WhatsApp template required

Outside the 24-hour customer care window you must send an approved WhatsApp template. Sync templates from your Meta Business Account first.

Widget not showing

Confirm the webchat channel is active, the embed script is on the page, and the domain is allowed if domain restriction is enabled.