New features: Custom modules, Bulk messaging actions, and more

As your business grows, your CRM needs to keep up with the way your team actually works. That means having the flexibility to capture business-specific data, manage conversations efficiently, and automate processes without adding unnecessary manual work.

With our latest product update, Pepper Cloud CRM introduces new customisation, WhatsApp, messaging, tracking, and automation capabilities designed to give your team more control over everyday workflows.

Here’s what's new.

1. Custom modules: Build your CRM around your business

Every business has information that doesn't fit neatly into standard CRM categories.

Pepper Cloud already comes with standard modules such as Leads, Accounts, Contacts, Opportunities, and Tickets. But what if your business needs to track properties, vendors, projects, applications, subscriptions, partners, or another type of business-specific record?

That's where Custom modules come in.

A custom module lets you create your own data structure within Pepper Cloud CRM. You decide what the module is called, which fields it contains, how it connects with your existing CRM records, and who can access it.

Why you will love it

• Create modules based on your unique business processes
• Add custom fields to capture the information you actually need
• Connect custom records with relevant CRM data
• Control visibility and access based on your requirements
• Reduce the need for spreadsheets and disconnected systems

How you can use it

Custom modules can be adapted to almost any business-specific data that doesn't fit into Pepper Cloud's standard modules.

Use cases:

• Real estate: Create a Properties module to track property type, location, price, availability, and ownership, and link properties to leads or opportunities.
• Recruitment: Create a Candidates module to track candidate profiles, skills, experience, application status, and assigned recruiters.
• Education: Create a Courses or Enrolments module to manage course details, student enrolments, batches, and programme-specific information.
• Healthcare: Create a Patients or Appointments module to maintain business-specific records alongside existing contacts and customer information.
• Professional services: Create a Projects module to track project details, deadlines, assigned team members, clients, and project status.

2. WhatsApp Cloud API: Set a username for your API channel

Managing multiple communication channels becomes easier when each channel is clearly identifiable.

With the new username feature for WhatsApp Cloud API, you can set a username for your API channel and make it easier for your team to identify the channel within Pepper Cloud CRM.

Why you will love it

• Give your WhatsApp API channel a recognisable username
• Simplify management when multiple channels are connected
• Improve clarity when working across different communication channels

A small change, but a useful one for teams managing multiple WhatsApp channels.

How you can use it

A username makes it easier to identify and manage your WhatsApp API channels, especially when your organisation uses multiple numbers or channels.

3. Website cookies: Track website visitor activity

Understanding where your website visitors come from is only part of the picture. You also need to know what they do once they arrive.

With the latest visitor tracker enhancement, Pepper Cloud can use website cookies to track visitor activity within your website.

This gives you better visibility into visitor behaviour and helps connect marketing activities with website engagement.

Why you will love it

• Track visitor activity across your website
• Use cookies to retain visitor tracking information
• Get better visibility into how visitors interact with your website
• Improve attribution and understand the effectiveness of your campaigns

This can be particularly useful for teams running multiple campaigns and wanting to understand what happens after a visitor lands on their website.

How you can use it

The enhanced UTM tracker can help businesses understand what visitors do after arriving on their website through different marketing campaigns.

Use cases:

• Landing page analysis: Understand how visitors from different campaigns interact with specific landing pages.
• Lead generation: Identify visitor activity after a prospect submits a lead form.
• Content marketing: Understand how visitors arriving through blogs or other content engage with your website.

4. Message module: Find conversations with no tags

Tags are useful for organising and segmenting conversations. But sometimes, the conversations that need your attention are the ones that haven't been tagged at all.

With the new “No tags” filter in the Message module, you can quickly identify conversations that don't have any tags assigned.

Why you will love it

• Find untagged conversations quickly
• Identify conversations that need categorisation
• Keep your messaging database organised
• Reduce the chances of important conversations being overlooked

For teams that rely on tags for lead segmentation, follow-ups, or support categorisation, this makes conversation management much easier.

How you can use it

The “No tags” filter makes it easier to identify conversations that haven't yet been categorised.

Use cases:

• Lead categorisation: Find untagged conversations and assign relevant lead or customer tags.
• Sales follow-up: Identify conversations that haven't been classified for follow-up.
• Support management: Find customer support conversations that still need to be categorised.
• Data cleanup: Regularly review and organise conversations that don't have tags.
• Team quality checks: Help managers ensure conversations are being consistently tagged by agents.

5. Message module: Automatically add Facebook Ad tags to comment conversations

When customers interact with your Facebook ads through comments, those conversations can contain valuable sales opportunities.

With this update, conversations created through Facebook Ad comments can now be tagged with Facebook Ad tags.

Why you will love it

• Identify conversations originating from Facebook Ads
• Organise ad-generated conversations automatically
• Make campaign-related conversations easier to track
• Improve visibility into conversations generated by your advertising activities

This helps marketing and sales teams maintain better context around where their conversations originated.

How you can use it

Automatically identifying conversations generated through Facebook Ad comments can make campaign-related conversations easier to manage.

Use cases:

• Lead identification: Quickly identify prospects who started conversations by commenting on an ad.
• Campaign tracking: Group conversations generated from specific Facebook advertising activities.
• Sales follow-up: Create dedicated workflows for prospects originating from Facebook Ads.
• Campaign analysis: Review the conversations generated by advertising campaigns alongside other lead sources.
• Lead segmentation: Separate ad-generated conversations from organic Facebook conversations for more targeted follow-ups.

6. Bulk conversation transfer: Move conversations to users or labels

Managing conversations individually isn't practical when your team handles a high volume of messages.

With Bulk Conversation Transfer, you can transfer multiple conversations (all conversations owned by the user) at once to another user or label.

Why you will love it

• Transfer multiple conversations in one action
• Assign conversations to the right team member faster
• Apply labels to multiple conversations at once
• Reduce repetitive manual work
• Improve workload distribution across your team

How you can use it

Bulk transfer is particularly useful when teams need to reorganise large numbers of conversations without handling them individually.

Use cases:

• Agent handover: Transfer all relevant conversations from one agent to another when someone goes on leave or changes roles.
• Team redistribution: Move conversations between sales or support agents when workloads change.
• Department transfer: Move conversations to the appropriate team when a lead becomes a support case or vice versa.

7. Bulk forward messages from within a conversation

Sometimes, one message isn't enough context. You may need to share several messages with a colleague, manager, or another team member.

The new Bulk Forward capability lets you forward multiple messages (up to 10) from within a conversation in one action.

Why you will love it

• Select multiple messages at once
• Forward relevant conversation details together
• Save time when sharing context with teammates
• Avoid forwarding messages individually

Whether you're escalating a customer issue or sharing a conversation internally, you can now move the relevant information faster without repeatedly forwarding individual messages.

How you can use it

Bulk forwarding makes it easier to share multiple messages when a single message doesn't provide enough context.

Use cases:

• Customer escalation: Forward a series of customer messages to a manager or escalation team.
• Internal collaboration: Share multiple messages with another agent who is taking over a conversation.
• Sales handover: Forward important prospect messages to the sales representative responsible for the account.
• Support investigation: Share a sequence of messages with a technical or product team for troubleshooting.
• Record keeping: Forward relevant messages together when creating an internal reference or documentation trail.

8. Download all images from a conversation with one click

Important information is not always shared as text. Customers often send invoices, product images, screenshots, documents, and other visual content through WhatsApp.

Previously, downloading multiple images could mean saving them one at a time.

With the new Download All Images option, you can download all images from a conversation with a single click.

Why you will love it

• Download all conversation images in one action
• Save time when handling image-heavy conversations
• Collect customer-shared images for internal reference
• Make it easier to archive or share visual information

It's a simple improvement that removes a surprisingly tedious task from everyday conversation management.

How you can use it

Downloading all images at once can save significant time when a conversation contains multiple visual files.

Use cases:

• Customer support: Download screenshots or photos shared by customers when investigating an issue.
• Order processing: Collect product images, invoices, receipts, or proof-of-delivery images shared through WhatsApp.
• Sales: Download product references or customer requirements shared as images.
• Documentation: Save all visual information from a conversation for internal records.
• Quality or compliance checks: Collect image-based evidence from customer conversations for review.

9. Clone web forms

Creating multiple web forms for different campaigns, pages, or lead-generation activities can become repetitive when every form has to be built from scratch.

With the new Clone Web Forms feature, you can duplicate an existing web form and customise the copy for a new use case.

Why you will love it

• Reuse existing web forms
• Reduce repetitive setup work
• Maintain consistency across forms
• Create campaign-specific forms faster
• Make small changes without rebuilding a form from scratch

How you can use it

Cloning lets teams reuse an existing web form as a starting point instead of creating every form from scratch.

Use cases:

• Marketing campaigns: Clone an existing lead form and customise it for a new campaign.
• Landing pages: Create different versions of a lead form for different product or service landing pages.
• Events: Reuse an event registration form for multiple webinars, workshops, or events.
• Regional campaigns: Clone an existing form and adapt it for different markets or locations.
• A/B testing: Create variations of an existing form to test different fields, messaging, or conversion approaches.

10. Workflow automation: Use “Contains” and “Does not contain” for phone numbers

Workflow automation becomes more powerful when you can define conditions more precisely.

With this update, Pepper Cloud's workflow automation now supports the “Contains” and “Does not contain” operators for phone number conditions.

Why you will love it

• Create more precise phone-number-based workflow conditions
• Include or exclude numbers based on specific patterns
• Build more flexible automation rules
• Reduce the need for manual segmentation

How you can use it

The new operators allow teams to create more specific workflow conditions based on phone-number patterns.

Use cases:

• Country-based routing: Trigger different workflows based on country or regional phone-number patterns.
• Lead assignment: Automatically route contacts with specific phone-number patterns to the appropriate sales team.
• Number-based exclusions: Prevent a workflow from triggering for phone numbers containing specific patterns.
• Customer segmentation: Apply different automation rules to different groups of phone numbers.
• Testing and internal numbers: Exclude internal, test, or specific business numbers from customer-facing workflows.

More flexibility. Less manual work.

From building CRM modules around your unique business processes to managing WhatsApp groups through the Cloud API, this update gives you more ways to customise Pepper Cloud around the way your team works.

You can now organise conversations more efficiently, transfer and forward messages in bulk, track website activity more effectively, reuse web forms, and build more precise workflow automations.

Ready to explore the latest Pepper Cloud CRM features?

Log in to Pepper Cloud CRM and start exploring these updates today. Or book a free demo to see how Pepper Cloud can fit into your sales, marketing, and customer support workflows.