Unified Messaging — Overview & How to Use

Module: Unified Messaging v1.0.0

What is Unified Messaging?

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

This module installs into modules/unified_messaging/ and adds its own admin menus, permissions, and database tables — without editing Perfex CRM core files.

Who should use this module?

• Admins — activate the module, configure Settings, assign roles, and manage integrations.
• Operators / day-to-day staff — create and update records (orders, attendance, shipments, messages, etc.).
• Managers / approvers — review queues, approve workflows, and monitor dashboards/KPIs.
• Finance / compliance / ops leads — run reports, exports, and audit trails when the module supports them.

What you can achieve

• Keep all related work in one place inside Perfex CRM instead of spreadsheets.
• Control who can view, create, edit, approve, or export with role permissions.
• Use dashboards and reports to see status, bottlenecks, and history.
• Connect to other CRM data (customers, invoices, items, staff) where the module integrates.

Recommended learning path

1. Read How to Install and activate the module.
2. Skim Features so you know what screens exist.
3. Complete the Quick Start checklist on this page (Settings → masters → first sample record).
4. Open each screen guide under Screen-by-screen guides when you need step-by-step help.
5. Check Version & Changelog after upgrades for new options.

Tip: Train one admin first, then create a limited role for operators so they only see the screens they need.

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)

Module documentation index

Start here — full guides for Unified Messaging:

• Overview & How to Use — what it is, who uses it, daily workflow
• Quick Start Guide — first 5 minutes + printable how-to
• How to Install — upload, activate, permissions, verify
• Features (Full Detail) — every capability explained
• FAQ & Tips — common questions and best practices
• Version & Changelog — version history

How to use in Perfex CRM (daily operations)

1. Sign in to the admin area with a role that includes Unified Messaging permissions.
2. Open Unified Messaging (sidebar) or search for Unified Messaging in the admin menu.
3. Start on the Dashboard (if available) to see open tasks, pending approvals, and KPIs.
4. Review Settings after upgrades — new options may need defaults for your company.
5. Create or import master data first; most modules block transactions until masters exist.
6. Run the main business flow (create → submit → approve → post/complete) using the screens listed in Admin menu below.
7. Use Reports / Analytics screens to reconcile stock, finance, compliance, or SLA metrics.
8. For integrations (API, EDI, gateways, tax), confirm credentials in Settings and monitor logs or webhook delivery screens.
9. Train staff with role-based access — give approvers approve permissions only, operators create/edit on their area.
10. If something fails overnight, check Perfex CRM cron ran and open the module log / failed queue screen if present.

Admin menu — where to work

Open the Unified Messaging section in the admin sidebar. Screens your staff may use (depending on role):

• AI Knowledge Base
• Analytics
• Audit Logs
• Automation Rules
• Block List
• Bot Flows
• Channels
• Conversations
• Inbox
• Operations
• Outgoing Queue
• Quick Replies
• Scheduled messages
• Settings
• Setup Wizard
• Ticket Priority Critical
• Ticket Priority High
• Ticket Priority Low
• Ticket Priority Medium
• Unified Messaging AI Settings
• Unified Messaging Analytics
• Unified Messaging Audit Logs
• Unified Messaging Automation
• Unified Messaging Block List
• Unified Messaging Channels
• Unified Messaging Export
• Unified Messaging Inbox
• Unified Messaging Meta Templates
• Unified Messaging Outgoing Queue
• Unified Messaging Settings
• Unified Messaging Templates
• Web Chat Widget
• Webhook failures
• WhatsApp Templates

Detailed guide — features, workflows, API & FAQ

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

One-time setup (first time only)

1. Setup → Modules → activate Unified Messaging.
2. Setup → Staff → Roles → assign Unified Messaging permissions (view, create, edit, delete, approve, export, settings as needed).
3. Open Unified Messaging → Settings and complete company defaults, prefixes, integrations, and notification options.
4. Create master data (warehouses, products, templates, accounts, routes, etc.) before processing live transactions.
5. Enable Perfex CRM cron (php /path/to/perfex/index.php cron/index) for sync, retries, alerts, and scheduled jobs.
6. Optionally enable REST API / webhooks in module settings if you integrate external systems.

Tips for success

• Always configure Settings before creating live transactions.
• Create master data (items, warehouses, templates, channels, accounts) first — most modules block incomplete records.
• Use a test/sample record before going live with real customers or production stock.
• Separate roles: operators create/edit; managers approve; finance/reporting get view/export only.
• After any module upgrade, reopen Settings and confirm new options have sensible defaults.
• If overnight jobs fail, verify Perfex CRM cron and check the module log / failed queue screen.

Common questions (FAQ)

Where do I find the module after activation?

In the admin sidebar look for Unified Messaging. If missing, your role may lack view permission — fix under Setup → Staff → Roles.

Do I need to edit core Perfex CRM files?

No. Keep all custom code under modules/unified_messaging/. Activate/deactivate from Setup → Modules.

What happens if I uninstall?

Deactivate keeps data. Uninstall usually removes module tables/options (see the Install article). Core customers, invoices, and items are not deleted by well-built modules.

Why can't my staff see a screen?

Almost always a permissions issue. Give the role at least view on that feature, then ask the user to log out and back in.

Reports/export buttons do nothing

Confirm the role has export (or view reports) permission, and that filters return at least one row. Try PDF/CSV from a wider date range.

Perfex CRM Knowledge Base — detailed usage guide generated from module README, HOW_TO_USE, and documentation.