Self-Hosted AI Customer Service Without the SaaS Inbox

Description and use

PulseChat enables AI‑powered customer support while keeping all conversation data inside a self‑hosted Perfex CRM database instead of a third‑party cloud. It supports multiple channels and offers AI features like drafting, translation, and summarization, giving full control over data storage and processing.

Problem

Organizations using SaaS inboxes for AI customer service lose control over where customer data is stored and how it is retained, raising privacy and compliance concerns.

Outcome

PulseChat enables self‑hosted AI customer service by keeping all conversation data within the customer’s own Perfex CRM database while still leveraging powerful AI models for drafting, translation, and summarization. Automation rules run locally, and AI usage is fully logged and controllable.

Workflow

• Install PulseChat module in Perfex
• Activate and connect desired channels (WhatsApp, Telegram, email, SMS, Slack, Viber)
• Configure AI provider, model, temperature, max tokens, and system prompt
• Set up automation rules for routing, ticket creation, priority, and language handling
• Use AI features (Draft Reply, Smart Suggestions, Rewrite, Spelling & Grammar, Summary, Sentiment Analysis, Translation) as needed
• Monitor AI usage logs and adjust settings
• Disable AI if compliance requires no outbound text
• Maintain server, database backups, and cron jobs on own infrastructure

Evidence

PulseChat installs into Perfex as a regular module, which means the operational core of your support stack lives in your own database

Source

AI calls are logged per conversation with model, tokens, cost, and duration, so you can see exactly which provider was called, how often, and what it cost

Source

If your compliance posture requires that no conversation text ever leaves your network, run PulseChat with AI disabled (a supported configuration)

Source