"Did anyone answer this?"
Shared mailboxes mean two people reply — or nobody does.
With Perfex InboxEvery conversation has one owner, a status and a due time. You see when a colleague is already writing, and rules share new conversations in turn.
For Perfex CRM 3.4 · New in 2.0: calls, leads, cadences, campaigns, CSAT
Every customer conversation.
One shared inbox.
Bring your support and sales mailboxes, WhatsApp, the chat on your website, contact forms, SMS, Instagram — and now phone calls — into one team inbox inside Perfex. Assign, discuss in private notes, answer from saved replies and never let a customer wait past your SLA. Score and route leads, work a call list, follow up with cadences and campaigns, and ask customers how you did — every conversation linked to the contact, lead or customer it belongs to.
- 8channels in one list: email to phone calls
- 3ways to connect email: IMAP, Gmail, Microsoft 365
- 6new areas in 2.0, each with its own switch
- 0messages sent by AI — it only proposes
Why Perfex Inbox
Stop answering customers from six different apps.
The support mailbox is in one tab, WhatsApp on somebody's phone, the website chat in another tool, and the CRM knows nothing about any of it. Perfex Inbox puts every message in one place your whole team can see — next to the customer in Perfex.
"Who is this customer?"
Messages arrive without context: no invoices, no projects, no history.
With Perfex InboxSenders are linked to contacts, customers and leads by email address and phone number. Unpaid invoices and earlier conversations are right beside the message.
"We lost that lead on WhatsApp"
Chats and form submissions never reach the CRM.
With Perfex InboxWhatsApp, chats, forms, SMS and Instagram arrive in the same inbox. Turn any conversation into a lead, a ticket or a task in one click.
Channels
Connect what your customers already use.
Each mailbox, number, widget, form and phone number is a channel. Connect as many as you need; every one has its own access rules, default assignee and signature.
- IMAP / SMTP mailboxAny mail server — your hosting, Zoho, iCloud, Yahoo, company mail. Presets fill in the servers.
- Gmail / Google WorkspaceSign in with Google through your own Google Cloud app (Gmail API). No password stored.
- Microsoft 365 / OutlookSign in with Microsoft through your own Entra app (Graph), shared mailboxes included.
- WhatsApp BusinessMeta's Cloud API with approved templates — or the number of a WhatsApp module you already use.
- Live chat widgetA chat bubble for your website and the Perfex client portal, in your colour, light or dark.
- Web formsContact and enquiry forms as a link or embedded on your site, with spam protection.
- SMSThrough the SMS gateway set up in Perfex; replies from customers through Twilio.
- Instagram & MessengerDirect messages to your Instagram professional account and Facebook Page.
- Phone callsNew in 2.0: browser calls, incoming calls and voicemail through your own Twilio or Telnyx account.
Team inbox
Built for a team, not a single mailbox.
Views for Mine, Unassigned, All open, Mentions and following, snoozed, closed, spam and trash — plus every channel, mailbox and label, with unread counts. Filters, sorting by waiting time or priority, and search across names, addresses, subjects and messages.
- Statuses Open, Pending, Snoozed (until a time you pick) and Closed; priorities from low to urgent
- Assign or Take it; internal notes with @mentions; followers get notified
- Collision detection: “Jordan is writing a reply right now”
- Rich composer with signatures, files, undo send and send later; send and close in one go
- Bulk actions, merge, spam, block a sender, trash with restore; keyboard shortcuts for everything
- Phone layout and light or dark, in step with our other modules
- Views that fit the jobMine, Unassigned, All open, Mentions and following, SLA due and SLA missed. Filters live in the address, so a link opens the same view for a colleague.
- Who may see whatEach channel is open to everyone with inbox access, or only to chosen staff, roles or teams. Staff with View own see their conversations and the unassigned ones.
- Keyboard firstj / k to move, r to reply, n for a note, e to close, a to assign, l for labels, s to snooze, / to search, ⌘/Ctrl + Enter to send.
Email & sign-in
Your mailboxes, your own apps.
Connect any mailbox over IMAP and SMTP, or sign in with Google and Microsoft through apps you create in your own Google Cloud and Microsoft Entra accounts — a step-by-step guide and the redirect URI to copy are on the settings page. No central SellMyCode app: no other company ever sees your mail.
- Background sync through Perfex's cron: new mail every few minutes, incremental, nothing deleted or marked as read on the server
- Threading by mail headers, Gmail threads and Outlook conversations; replies sent from Gmail or Outlook show up too
- Replies leave from your own server or account, so they pass your SPF and DKIM
- Attachments stored privately; very large ones are fetched when someone opens them
- HTML emails in a sandboxed frame without scripts; pictures from other websites wait until you click Show images
- Bounces mark the reply as not delivered; a sign-in that expired asks for Sign in again
WhatsApp, chat, forms & SMS
Chats and messages next to email.
WhatsApp, live chats, form submissions, SMS and Instagram messages are conversations like any other: assign them, label them, answer them from saved replies. The composer knows each channel's rules — character limits, files, and WhatsApp's 24-hour reply window with approved templates after it.
- WhatsApp Business through Meta's Cloud API, or the number of an installed WhatsApp module, with its stored history imported
- Live chat on your website and in the client portal: signed-in customers are recognised, others leave a message when you are offline
- Forms with your own fields, a consent box, one file, a link and an embed code
- Delivery and read ticks where the channel reports them; signed webhooks for every provider
- With AI Staff and Connect: AI drafts, Claude or ChatGPT in the CRM and a Telegram bot — what works today
Calls · new in 2.0
Phone calls in the same inbox.
Call customers from the browser and take incoming calls inside Perfex, through your own Twilio or Telnyx account. Every call becomes a message in the conversation — with its duration, result, notes and recording — next to the emails and chats of the same customer.
- Softphone with dial pad, mute, hold, warm transfer to a colleague, keypad tones and a call timer; Pop Out keeps the call while you work
- Click-to-call from conversations and from contacts, customers and leads
- Incoming calls ring the assignee, then the team, within business hours, and fall back to voicemail
- Recordings optional per number, with a consent prompt, private storage and a retention period
- Caller ID per number, allowed destination countries, premium prefixes blocked, daily caps
- Call AI (optional, with Perfex AI Staff): summary, sentiment, talk share and next steps you approve
Power Dialer · new in 2.0
A call list your team works through.
Build a call queue from an Inbox view, a lead or contact list or a saved selection. The agent sees the next contact, presses Call, picks a disposition, adds a note and moves on — one call at a time, always started by a person.
- Do-not-call flags, the suppression list, business hours and each contact's local calling window are checked before every call
- Pause and resume, retries and callbacks at a time you choose
- Progress per queue and a Supervisor view for team leads
- At most six customer calls per agent per minute; CSV export of each page
Leads · new in 2.0
Hot leads first, answered on time.
Every Perfex lead gets a score from your own rules — source, fields, activity, replies, calls — optionally mixed with an AI score from Perfex AI Staff. New leads go to the right person and a first-response target makes sure nobody waits.
- Lead score in Inbox and in Perfex's lead list, kanban and lead window; hot leads highlighted
- Routing by round robin, skills, language, region or product, or by open conversations per agent, with overflow
- First-response target on business hours with warning and breach bells
- Duplicates by email, phone or name and company, with a merge preview that keeps the history
Cadences & campaigns · new in 2.0
Follow-ups that stop when someone answers.
Cadences send a lead the next email, WhatsApp or SMS, or create a call task, a few days apart — and stop by themselves on a reply, unsubscribe, bounce or conversion. Campaigns send one email or WhatsApp template to an opted-in segment of customers, contacts and leads. Replies land in the normal inbox.
- Steps with merge fields, send windows in the contact's local time and skip rules; enrol by hand, by rule or from Perfex Flow Studio
- Campaigns with test sends, preview per recipient, speed per hour, daily caps and quiet hours
- One suppression list for the whole inbox: bounces, complaints and opt-outs are never written to again
- One-click unsubscribe, your postal address in every email, open tracking off by default
- Reports: delivered, clicked, replied, unsubscribed, bounced — and opened when you turn tracking on
CSAT · new in 2.0
Know how customers felt about the answer.
When a conversation is resolved, the customer gets one question — faces, stars or 1–5 — with an optional comment, by email or in the web chat. Scores per agent and per team, and a bell when someone is unhappy.
- One answer per link; links expire
- Regular customers are not asked every day; labels you choose are never surveyed
- On by default after the upgrade — switch it off in one click
- Turn on only what you useVoice, Call AI, Leads, Cadences, Campaigns and CSAT each have a switch in Settings › Features. Areas that are off disappear from the menus.
- Free upgrade from 1.xReplace the files and run Upgrade Database. Every mailbox, conversation and setting stays; new areas start switched off, except CSAT.
- Your providers, your billCalls, numbers, SMS and transcription run on your own Twilio, Telnyx and Meta accounts; nothing passes through us.
CRM linking
Every message knows its customer.
Senders are linked automatically to Perfex contacts, customers and leads by email address or phone number. The customer card shows who it is, open invoices and the other conversations — and turns the message into Perfex work.
- Create Lead, Create Ticket and Create Task from a conversation, linked both ways; files of the message can come along
- Link to… any contact, customer, lead, ticket, project or deliverable by hand
- A Conversations tab on customers, leads and tickets
- Unknown senders on chosen channels can become leads by themselves (off by default)
- Messages from your own colleagues are recognised and never get automatic replies
Rules & SLA
The inbox sorts itself.
Rules run when a conversation starts, when a customer writes, when a customer waits too long or when a status changes. Check the channel, sender, subject, words in the message, labels, priority, team, business hours or whether the sender is in your CRM — then act.
- Assign to a person or in turn within a team (round robin that skips colleagues who are away)
- Add labels, set priority, status or team, snooze, notify, add followers, mark as spam
- Automatic replies with placeholders — never to automatic messages or colleagues, at most once every 4 hours per sender
- SLA policies for first response, next response and resolution, counted in your business hours with holidays and time zones
- Due times on every conversation, a warning before they are late, and SLA due and SLA missed views
Saved replies
Type / and the answer is there.
Save the answers you write every day for the whole team or just for you, with a shortcut, a category and a channel. Type / in a reply, pick one, and the customer's name, your name, the company and the subject are filled in.
- Merge fields: customer name, first name, email, phone and company; your name; company name; conversation subject and number
- Signatures per person — for every channel or one mailbox — plus a default per mailbox
- Labels with colours and an order your team agrees on; usage counts show what is used
AI helpers
A draft in seconds. You still press Send.
With Perfex AI Staff installed, the inbox can draft a reply in the customer's language, summarise a long thread for a colleague, propose labels, priority and team, and translate messages both ways. AI only proposes — nothing is sent or changed until a person does it.
- AI draft in a friendly, formal or short tone, with an optional hint of what to say
- Summarise with the next steps; Suggest routing with Apply and Dismiss
- Translate a customer's message, or your reply into their language
- Email addresses, phone numbers and links are replaced before anything is sent; no names, notes, files or CRM data
- Uses AI Staff's provider, budgets and usage log — or your own local model
Reports & notifications
Know how fast you really answer.
New conversations, messages received and replies sent, first response and resolution time (median and 90th percentile), SLA targets met, open and unassigned right now — per day, channel, mailbox, label and agent, with the busiest hours of the week.
- 7, 30, 90 days or your own range; filter by channel, account and agent; CSV export of every table
- Perfex bells for assignments, mentions, new messages, SLA warnings, failed sends and channels that need attention
- Each person chooses their own notifications; an optional daily summary
Integrations
Works on its own. Plugs into our other modules.
Perfex itself
Contacts, customers, leads, tickets, tasks and projects; Perfex permissions, bells, SMS gateways and cron. A Conversations tab on customers, leads and tickets.
Perfex AI Staff
Reply drafts, summaries, routing proposals, translation, Call AI summaries, an AI lead score and cadence drafts — proposals only, with AI Staff's provider, redaction, budgets and usage log.
Perfex Brain Pro
Twelve widgets: open and unassigned conversations, new conversations, first response time, SLA targets missed, by channel, waiting longest — plus calls per agent, answer rate, lead response time, CSAT and campaign results.
Perfex Client Hub
Save to Client Files on any attachment: a copy goes into the customer's hidden “From the inbox” folder; you decide what the customer sees.
Perfex Sentinel
Channel, access, settings and deletion events in Sentinel's audit log — never message contents.
Perfex Deliverables
Link a conversation to a project deliverable with Link to…, so feedback by email or WhatsApp stays with the work.
Perfex Flow Studio
Triggers when a call ends, a lead score crosses a line, a response target is missed, a cadence or campaign finishes or a CSAT answer arrives; steps to enrol in a cadence, route a lead or start a campaign.
Perfex Connect
Read-only API resources and webhooks for calls, cadences, enrolments, campaigns and CSAT.
Perfex Sales Growth
Lead ROI: from lead source to won revenue, read-only, when Sales Growth is installed.
Security & privacy
Your customers' messages stay yours.
Passwords and tokens are encrypted with your installation's key and never shown again. Attachments live outside the web folder and reach a browser only after a permission check. Public pages — the chat widget and forms — show nothing private and are rate limited.
- Gmail and Microsoft through your own apps; no central app, no data through SellMyCode
- Downloads with safe headers (
nosniff, content security policy, attachment for anything that could run); scripts and programs refused as uploads - Webhooks checked with a key per channel and the provider's signature (Twilio, Telnyx Ed25519, Meta) with replay protection; every change is a POST with Perfex's CSRF token
- Recordings and transcripts in private storage, played through short-lived signed links after a permission check; the browser can never change the number being called
- Signed unsubscribe and click links, hashed tokens, no open redirect; daily caps and per-minute limits on sends and dials
- Chat and forms: allowed websites, honeypot, timing check, limits per visitor; visitor IP addresses only as a keyed hash
- Mail servers on private networks only when an administrator allows it
- A main switch, Pause syncing and sending, an empty
DISABLEfile orPINB_SAFE_MODE
Up and running in three steps
- 1
Upload and activate
Setup › Modules › upload the zip and activate Perfex Inbox All-in-One (from 1.x: replace the files and run Upgrade Database). Make sure Perfex's cron runs every minute.
- 2
Connect channels
Add your support mailbox over IMAP, or create your Google or Microsoft app with the guide and sign in. Add WhatsApp, the chat widget or a form.
- 3
Bring in the team
Give roles the inbox rights, add teams and business hours, and turn on the areas you need — Voice, Leads, Cadences, Campaigns — in Settings › Features.
Roadmap
What comes next for Inbox
What we are building and planning. Plans can change, and we never promise dates: an item ships when it is ready and tested.
- Next
Telegram channel
Telegram conversations in the same team inbox.
- Next
Staff command bot
Assign, snooze and close conversations from a chat with the bot.
- Planned
AI auto-replies on WhatsApp and Messenger
Answers from your knowledge, with a hand-off to a person.
- Planned
Switch from a marketing automation module
Read-only import with a dry run and undo by batch.
- Planned
One-click updates
Update the module from the Perfex admin, with a backup first and a way back.
Pricing
One price. Every channel, every agent, every call.
Perfex Inbox All-in-One
$129one-time
One installation, every staff member, mailbox and channel. Licence and support terms are shown on the SellMyCode listing. No per-agent or per-message fees. Sold by SellMyCode. Bought 1.x? Version 2.0 is a free upgrade.
Buy on SellMyCode Read the documentation- Email over IMAP/SMTP, Gmail and Microsoft 365 through your own apps, synced by Perfex cron
- WhatsApp Business (Cloud API or an installed WhatsApp module) with templates
- Live chat widget for your website and the client portal
- Web forms, SMS through Perfex gateways, Instagram and Messenger
- Views, assignment, statuses, snooze, priorities, notes with mentions, followers, labels
- Saved replies with merge fields, signatures, undo and scheduled sending, collision detection
- Search, filters, bulk actions, merge, spam and trash, keyboard shortcuts, phone layout
- Automatic linking to contacts, customers and leads; leads, tickets and tasks from messages
- Rules, round robin, teams, business hours, SLA timers and automatic replies
- Reports with CSV export, notifications and a daily summary
- New: browser calls through your own Twilio or Telnyx account, voicemail, recordings, Power Dialer
- New: lead scores, routing, first-response targets, duplicate merge
- New: cadences, opt-in campaigns, suppression list, one-click unsubscribe, CSAT surveys
- AI helpers and Call AI through AI Staff (optional); Flow Studio, Connect, Brain Pro, Sales Growth, Client Hub, Sentinel and Deliverables integrations
- Module zip, offline documentation and license notices
Interface in nine languages. Calls, numbers, transcription, WhatsApp, SMS and Meta messages are billed by those providers; optional AI help is billed by your AI provider through Perfex AI Staff. The inbox works completely without AI.
Questions
Do I need to create a Google or Microsoft app?
Only for Gmail or Microsoft 365 sign-in. The settings page walks you through it (about 10 minutes, once) and shows the redirect URI to paste. Each buyer uses their own app, so your mail never passes through anyone else. Any mailbox can also be connected over IMAP and SMTP with an app password.
Does it need the PHP IMAP extension or a mail server on my host?
No. The inbox talks IMAP and SMTP itself (PHPMailer, which ships with Perfex, sends) and uses curl for Gmail and Microsoft. Mail is read in the background by Perfex's cron job.
Does it replace Perfex's ticket email piping?
No, it works next to it. If Perfex already imports a mailbox into tickets, the inbox warns you so you can turn one of them off — otherwise every email would arrive twice. You can create a ticket from any conversation.
Which WhatsApp do I need?
A WhatsApp Business number on Meta's Cloud API, connected with a permanent token. If you already use a WhatsApp module in Perfex, the inbox can send with that module's number and import its stored conversations.
Can customers see the inbox?
No. Staff work in the inbox. Customers write by email, WhatsApp, SMS or the chat widget, which shows a visitor only their own chat. Internal notes are never sent.
What about Facebook and Instagram?
They work with your own Meta app. Meta must approve the app (App Review) before the public can message you through it; until then it works for people with a role in the app, which is enough to set it up and test.
Does it need AI?
No. AI helpers need Perfex AI Staff and an AI provider or local model. Without them, everything else works the same.
Does it change Perfex core files?
No. The inbox uses Perfex's module hooks and its own tables. Deactivate it and its menu, tabs, webhooks, chat and forms are gone at once. Your data stays — even after uninstalling, unless an administrator chooses to delete it.
What are the requirements?
Perfex CRM 3.4 or newer (tested on 3.4.1), PHP 8.0 or newer with curl, openssl, sodium and fileinfo (2.0 is tested on PHP 8.1), MySQL or MariaDB, and Perfex's cron running every minute. HTTPS is needed for Google and Microsoft sign-in, Meta webhooks, calls and one-click unsubscribe.
What do I need for phone calls?
Your own Twilio or Telnyx account with a phone number (calls are billed by them), Perfex on a public HTTPS address, a browser with a microphone and a small voice worker that runs all the time on your server (systemd or Supervisor; the documentation has ready examples). Shared hosting that cannot run background processes cannot run Voice — the rest of the inbox works there. Generic SIP phones are not supported yet.
Is the Power Dialer a predictive dialer?
No. It is a preview dialer: the agent sees the next contact and presses Call, one call at a time. Do-not-call flags, the suppression list and each contact's local calling window are checked before every call.
I bought 1.x. Do I pay for 2.0?
No. 2.0 is a free upgrade with the same purchase code. Replace the files and run Upgrade Database; everything is kept and the new areas start switched off, except CSAT surveys.
Are calls transcribed?
With Call AI on, the transcript comes from your phone provider's transcription (a paid add-on at Twilio and Telnyx); Perfex AI Staff then writes the summary and proposes next steps. Without transcription, calls are still logged and recorded.
Is it translated?
Yes. The interface ships in English, Spanish, Portuguese (Brazil), French, German, Italian, Dutch, Turkish and Russian.
How do I get support?
Contact us through sellmycode.net. Six months of support are included with every licence. Please add the module, Perfex and PHP versions and a screenshot — never passwords or tokens.
Answer every customer from one place.
Email, WhatsApp, chat, forms, SMS and calls — shared by your team, linked to your CRM, measured against your SLA.