PulseChat

About PulseChat

Answer every customer from one screen, no matter where they message you from. PulseChat turns Perfex CRM into an AI-powered omnichannel inbox: WhatsApp, Telegram, Email, SMS, Slack and Viber all land in one place, super-charged by ChatGPT and Claude. Your team drafts replies, summarizes long threads and translates messages in real time without ever leaving the CRM.

Support and sales teams lose hours bouncing between browser tabs, phones and shared inboxes. PulseChat ends that. Every external conversation lands in a dedicated Channels tab, each sender is matched to the right Perfex client, contact or lead, and your agents reply with the full customer record in view. It feels like Slack or Teams, but fully aligned with your tickets, invoices and sales pipeline.

One omnichannel inbox for every conversation

PulseChat creates a dedicated Channels tab where every external conversation lands. Connect the channels your customers already use and route them all to one place:

• WhatsApp - reply to customers as a team from a verified business number.
• Telegram - connect your bot and centralize chats directly in Perfex.
• Email - turn shared inboxes into real-time conversations over IMAP and SMTP.
• SMS - keep text threads attached to the right clients and leads.
• Slack and Viber - bridge the channels you already run into your CRM.

Each external contact is automatically mapped to a client, contact or lead whenever possible, so agents always see who they are talking to - name, company and role - alongside open tickets, invoices, previous interactions and the full omnichannel history in a single timeline. No more guessing “who is this number?”; PulseChat unifies identities and keeps your CRM as the single source of truth.

A built-in AI assistant powered by ChatGPT and Claude

PulseChat ships with an AI assistant that understands your conversations and helps your team reply faster, better and in the right tone:

• Draft Reply - one click to generate a complete response from the last messages in the thread, ready to review and send.
• Smart Suggestions - three short, ready-to-send replies as clickable chips, ideal for fast support.
• Rewrite - make a draft more professional, friendly or concise without retyping it.
• Spelling and Grammar - clean up messages before sending, in any supported language.
• Summary - condense a long back-and-forth into a few bullet points for quick staff handovers.
• Sentiment Analysis - detect angry or at-risk customers and prioritize the critical cases.
• Translation - translate on the fly and reply in your customer’s own language.

Under the hood, PulseChat can talk to OpenAI (ChatGPT) and Anthropic (Claude), with configurable models (gpt-4o, gpt-4o-mini, Claude 3.5 and more), temperature and max-token controls, a customizable system prompt to match your brand’s tone, and per-conversation AI usage logs with cost estimates for full control. Your agents stay in charge: AI drafts and suggests, humans approve and send. The result is faster replies, more consistent tone and happier customers.

Automation rules that triage for you

PulseChat’s omnichannel engine includes a flexible Automation Rules system. Define rules once - for example, route a WhatsApp message that hits your sales number to the Sales team and tag it as a lead; open a ticket and set status to pending when an email subject contains “support”; auto-set priority to urgent and notify the account manager when the customer is marked VIP; or route a Spanish message to the Spanish-speaking team with a translated AI draft ready to go. From there, the module handles the busywork on every incoming message:

• Route automatically to the right staff member or team.
• Set status and priority the moment a conversation arrives.
• Tag for reporting and filtering so categorization happens without manual effort.
• Trigger AI auto-replies for common, low-risk questions.
• Create tickets straight from a conversation so nothing falls through the cracks.

Combined with the AI assistant, automation rules turn PulseChat into a 24/7 frontline that never forgets a lead, never misses a message and always follows your playbook.

A modern chat experience for support and sales

Beyond external channels, PulseChat brings a familiar, Slack-style messaging layer directly into Perfex:

• Staff-to-staff direct messages for internal coordination.
• Staff-to-client messaging through the client portal.
• Group conversations for teams, projects or topics.
• A Channels tab dedicated to external omnichannel conversations.
• Filters for status, priority, channel type and tags.
• Unread counters and typing indicators where supported.

Agents can pin important conversations, see CRM context (client, contact, lead) in a side panel, mix canned responses with AI-generated replies, and handle several conversations at once without losing track. Everything stays inside Perfex - no extra SaaS, no extra logins, and full control on your own infrastructure.

Built as a first-class Perfex module

PulseChat respects your existing permissions and security model. Granular capabilities control who can use AI, manage channels or view analytics; channel credentials and tokens are stored encrypted; and every AI call is logged with model, tokens, cost and duration per conversation. It also respects Perfex cron and background jobs, so email polling and other recurring tasks run the way your installation already expects.

Configuration happens in a dedicated PulseChat Settings area, where you can:

• Enable or disable individual omnichannel channels.
• Configure the WhatsApp, Telegram, Email and other adapters.
• Turn AI features on or off and select providers and models.
• Adjust automation rules and defaults to match your workflows.

You stay in full control of what AI can do, which channels are active and how your team uses PulseChat day to day.

How teams use PulseChat

Lead generation on WhatsApp. A new lead messages your sales number. PulseChat creates or matches the external contact to a Perfex lead, applies an automation rule to assign the conversation to the Sales team, lets AI propose a friendly welcome and a few qualifying questions, and stores the whole thread under the lead profile for future reference.

Multi-language support via email and Telegram. Customers reach you through both email and Telegram in different languages. PulseChat centralizes every message into unified omnichannel conversations, uses AI translation so agents can reply in English, Spanish, French and more, and summarizes long threads so new agents can jump in quickly.

Internal and external collaboration. A support agent needs help from the dev team on a tricky question. They keep the external conversation in the Channels tab, open a staff group chat to discuss it internally, let AI propose a clear, non-technical answer, and send the final reply back through the same channel the customer used.

Why PulseChat

• Truly omnichannel - WhatsApp, Telegram, Email, SMS, Slack, Viber and more in one inbox.
• AI-first - ChatGPT and Claude integrated deeply into daily workflows.
• Built for Perfex - not a generic chat tool; it lives inside your CRM.
• Better customer experience - faster replies, consistent tone, no lost messages.
• Happier teams - less copy-pasting, less context-switching, more automation.

If you want to turn Perfex into a modern, AI-powered communication hub where your team handles every channel without leaving the CRM, PulseChat is built exactly for that.

Setup and support

Quick setup takes only a few minutes to install, activate and have a fully operational CRM integration running smoothly, with no coding required - just connect your channels by following the included documentation. PulseChat is a module for Perfex CRM and runs on your own infrastructure.