Perfex Inbox All-in-One — Shared Team Inbox for Email, Gmail, Microsoft 365, WhatsApp, Live Chat, Forms & SMS for Perfex CRM

2.0.0 - 2026-10-27 — calls, leads, cadences, campaigns and CSAT
Perfex Inbox 2.0 adds phone calls, lead handling and outbound follow-ups to the shared inbox. Every new area has its
own switch under Inbox › Settings › Features and is off after the upgrade, CSAT surveys included.

Voice
- New Voice channel: call from the browser and take incoming calls inside Inbox, with Twilio (Voice SDK) or Telnyx
  (Call Control) on your own provider account
- Softphone with dial pad, mute, hold, warm transfer to a colleague, keypad tones and a call timer; Pop Out keeps a
  call running while you move around Perfex
- Click-to-call from conversations and from the contact, customer and lead panels
- Incoming calls ring the assignee, then the account's default assignee and the team, follow business hours and fall
  back to voicemail
- Every call is a message in the conversation: direction, duration, result, notes, recording and voicemail players
- Numbers mapped to teams and business hours, caller ID per number, allowed destination calling codes, premium
  prefixes blocked, per-day call cap per number
- Recordings optional per number, with a consent prompt, private storage, access that follows the conversation,
  15-minute signed playback links and a retention period; the provider's copy can be deleted once Inbox has its own

Power Dialer
- New Calls › Power Dialer: call queues built from an Inbox view, a lead or contact picker or a saved selection (up
  to 1,000 records)
- Preview dialing: the agent sees the next contact and presses Call; dispositions, notes, then Save and Next
- Respects do-not-call flags, the suppression list, business hours and each contact's local calling window; pause
  and resume; retry and callback scheduling
- Progress per queue, a Supervisor view for team leads and CSV export
- At most six customer calls per agent per minute, shared with normal calls

Leads
- New Leads section: rule-based lead score from source, fields, activity and replies, optionally mixed with an AI
  score through Perfex AI Staff (30% by default, also shown on its own); hot leads highlighted in Perfex's leads
  table, kanban and lead window
- Routing by round robin, skills, language, region or product, or by open conversations per agent, with overflow
- First-response target for new leads on Inbox business hours, with warning and breach bells
- Duplicate finder (email, phone, name and company) and a merge preview; a merged lead keeps its history
- Enrichment filter for other modules or providers; no paid data provider is built in

Cadences
- New Cadences: multi-step follow-ups by email, WhatsApp, SMS (where a driver exists), call task, wait and manual
  task, each step with merge fields, a send window and skip rules
- Enrol by hand, by rule or from Perfex Flow Studio
- Email steps to leads go only to opted-in people by default; an administrator may switch a cadence to everyone
  who has not opted out, after a confirmation that records who and when; WhatsApp and SMS steps always need an
  opt-in
- Stop by themselves on a reply, unsubscribe, bounce, conversion or a booked meeting
- Per-step results: sent, replied, opened (only when open tracking is on) and clicked

Campaigns
- New Campaigns: bulk email and WhatsApp template sends to segments of customers, contacts and leads, in four steps
  (audience, content, schedule, review)
- Opt-in always required; suppression list (bounces, complaints, opt-outs) honoured across Inbox
- Test send to staff, preview per recipient, per-hour speed, daily cap and quiet hours in the recipient's time
- Replies land in the normal Inbox conversations
- Report: delivered, opened (when tracked), clicked, replied, unsubscribed, bounced; automatic stop when bounces,
  complaints or unsubscribes run high

CSAT
- One satisfaction question after a conversation is resolved, by email or in the web chat (faces, stars or numbers),
  with an optional comment
- Expiring one-answer link, cooldown so regular customers are not asked every day, labels to skip, a bell on a low
  rating
- Scores per agent and team in Reports › CSAT and on the conversation

Call AI
- New Call AI (needs Voice and Perfex AI Staff): transcript from the phone provider, then a summary, sentiment, talk
  share and up to five proposed next steps
- Next steps become a Perfex task or reminder only when someone approves them
- Transcripts are stored encrypted, removed with the number's recording retention, and treated as untrusted text;
  AI Staff's budgets, permissions and audit apply

Integrations
- Perfex Flow Studio: triggers for call ended and summarised, lead score crossed, lead response target missed, cadence
  finished, campaign finished and CSAT received; steps to enrol in or stop a cadence, route a lead and start a
  campaign
- Perfex AI Staff: tools for a call summary, a lead score and a draft for the next cadence message
- Perfex Connect: read-only API resources and webhooks for calls, cadences, enrolments, campaigns and CSAT
- Perfex Brain Pro: widgets for calls per agent, answer rate, lead response time, CSAT and campaign results, plus a
  Calls & Outreach dashboard template
- Perfex Sales Growth: Reports › Lead ROI from lead source to won revenue, read-only

Security
- Provider webhooks verified (Twilio signature, Telnyx Ed25519) with replay protection, size limits and rate limits
- One-time, server-approved dial targets: the browser cannot change the number being called
- Private, per-agent Telnyx credentials that expire; API keys and secrets never reach the browser
- Unsubscribe and campaign links signed, unsubscribe tokens hashed, no open redirect; one-click unsubscribe
  (List-Unsubscribe-Post); postal address in every cadence and campaign email
- Per-account daily caps and per-minute limits for sends and dials; formula-safe CSV exports
- Fix: mail-server addresses written in NAT64, 6to4 or Teredo form are refused like other private addresses (also
  in 1.x)

Upgrade notes
- Free for everyone who bought Perfex Inbox: download 2.0.0 from your sellmycode.net account with the same purchase
  code
- Upload the new files, then run Upgrade Database for Perfex Inbox (Setup › Modules); every account, conversation,
  message, attachment and setting is kept. Upgrade Database also works while the module is inactive, from 1.0.0,
  1.1.0, 1.1.1 or 1.1.2
- After the upgrade Voice, Call AI, Leads, Cadences, Campaigns and CSAT surveys are off (a one-time notice offers
  administrators to turn CSAT on; new installs start with CSAT on). Turn areas on in Inbox › Settings › Features
- Uninstalling now keeps Inbox data unless an administrator turns on Delete Inbox Data When the Module Is
  Uninstalled
- Calls need your own Twilio or Telnyx account (call and number fees are billed by the provider) and Perfex on a
  public HTTPS address
- Voice needs a voice worker that runs all the time (systemd or Supervisor): php index.php
  perfex_inbox/voice_worker/run loop 60 calls; Telnyx also needs a second one with agents instead of calls. Perfex's
  cron still runs every minute
- Telnyx: set up a failover route in your Telnyx account, because a call that arrives while the voice worker is down
  is refused so Telnyx can fail over; the agent SIP connection must be internal with no outbound voice profile
- Email cadences and campaigns: enter your postal address in Sending Rules; sign mail with DKIM at your mail provider
  so mail programs show one-click unsubscribe
- Cadences and campaigns send through Perfex's cron, up to 100 messages per run and within each account's daily cap
- Call transcripts need the transcription option of your phone provider (a paid add-on at Twilio and Telnyx)

License checks name the product:
- Every license call (activate, check, pause) now sends Perfex Inbox's sellmycode.net item id, as the license server
  requires
- A purchase code bought for another product, or an unknown one, only shows "This purchase code is not valid for
  Perfex Inbox." and is never activated
- An activation made by an older version with another product's purchase code is paused automatically and removed
  from this install; enter your Perfex Inbox purchase code to switch the module back on