Unified Messaging — Quick Start Guide

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Quick Start — Unified Messaging

Unified inbox for Facebook, Instagram, WhatsApp and Web Chat in Perfex CRM

5-minute Quick Start

Follow this short path the first time you use Unified Messaging:

1. Activate — Setup → Modules → activate Unified Messaging (run Upgrade if prompted).
2. Permissions — Setup → Staff → Roles → enable view/create/edit (and approve/settings if needed) for this module.
3. Settings — Open Unified Messaging → Settings and save company defaults, prefixes, and integrations.
4. Master data — Create the first required masters (products, warehouses, templates, channels, accounts, routes, etc.).
5. First transaction — Create one sample record end-to-end (save → submit/approve → complete) and confirm it appears in lists/reports.
6. Cron — If the module uses alerts, sync, queues, or AI, confirm Perfex CRM cron is scheduled on the server.

Setup & usage notes from README

Setup

Web Chat

1. Unified Messaging → Web Chat Widget
2. Configure AI provider + API key
3. Copy embed code to your website

Meta Channels (WhatsApp / FB / IG)

1. Create Meta App at developers.facebook.com
2. Unified Messaging → Channels → Add Channel
3. Enter App ID, App Secret (required for webhook HMAC), Access Token, Page/Phone IDs
4. Set webhook URL: {crm_url}/unified_messaging/unified_messaging_webhook/receive/{channel_id}
5. Use the channel's Verify Token from channel settings

SLA & CSAT

1. Unified Messaging → Settings
2. Set first-response SLA minutes (default 15)
3. Enable CSAT and customize the survey question
4. Surveys are sent automatically when a conversation is marked resolved

Business Hours

1. Unified Messaging → Settings → Business Hours
2. Enable business hours, set start/end times and active days
3. Customize the away message shown on the widget when outside hours
4. Enable web chat and/or Meta channel away auto-replies

Widget Security

• Allowed Domains: restrict which sites can use the widget
• Rate Limit: max requests/minute per IP (default 30)
• Max Message Length: default 2000 chars

Cron

Ensure Perfex CRM cron runs — processes:

• AI reply queue
• Failed send retries
• SLA breach checks
• Offline session cleanup
• Auto-resolve stale conversations (+ CSAT survey)

Related: How to Install · Features · FAQ & Tips