Introducing chatbot timer, mentions in activity, chatbot working hours, and more
✔Escalate topic ✔ Chatbot timer ✔ chatbot operating hours ✔ Revamped email integration ✔ Mentions and ✔ other features
At Pepper Cloud, we believe in empowering businesses with innovative tools to transform the way they manage customer relationships. Our commitment to continuous improvement drives us to develop features that address real-world challenges and simplify your operations. With our latest updates, we are taking a giant leap toward making your CRM experience more intuitive, efficient, and impactful. These new features and enhancements are tailored to streamline your workflows, foster collaboration, and ensure seamless communication across channels.
Let’s explore what these features are and how they can redefine the way you engage with your customers and manage your business.
Escalate topic
Handling complex customer queries just got easier with the new "Escalate topic" chatbot flow template. This readymade chatbot template ensures smooth issue resolution by automatically detecting when customers need to speak with a human agent. Whether they use phrases like "talk to agent" or trigger the system’s escalation event, unresolved queries are seamlessly directed to human agents. For example, if a customer fails to provide valid responses in question nodes, the system automatically escalates the issue, ensuring timely human intervention and improved satisfaction..
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Chatbot timer
Efficiently managing chatbot interactions is now easy with the "Chatbot timer". It tracks inactivity during conversations and automatically closes idle chats after a specified timeframe. For added convenience, you can enable optional exit notifications to inform clients when a conversation is being closed due to inactivity. This feature optimises communication flow and helps maintain an organised system.
Chatbot working hours
The "Chatbot working hours" configuration introduces flexibility by allowing you to configure the chatbot to operate outside regular business hours. Whether you want it active 24/7 or aligned with specific timings, this feature ensures your customers receive support whenever they need it.
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Enhanced email integration
Email integration has been revamped for greater efficiency. Previously, only individual users could integrate either their Gmail or Outlook accounts with the CRM. Now, CRM admins can also perform the integration at an organisation level.
Additionally, you can integrate both Gmail and Outlook accounts simultaneously, removing the need to choose between platforms. This dual compatibility simplifies email management and offers enhanced control for users.
How is it affecting existing users?
- Existing emails will be deleted. All the email data will be temporarily hidden and restored once you reintegrate the same email address.
- Duplicate integration will not be allowed.
- Group email can be used at an organisational level and is accessible by multiple users. E.g., Sales@abc.com can be accessible by various users and can be controlled by an admin.
- If you have created a workflow against email, you must select the From field in the email action; otherwise, the workflow will fail. This change will not affect the users who are using SMTP.
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Mention users
Collaboration becomes effortless with the "Mention" feature. Simply use @name to instantly notify teammates about notes, tasks, or events. Tagged teammates will receive real-time notifications, ensuring they stay updated and informed. This feature fosters effective teamwork, keeping everyone aligned and on the same page, no matter where they are.
Send new messages
Starting new conversations in the CRM is now easier than ever. The “New messages” option allows you to initiate WhatsApp conversations with new recipients who are not yet saved as leads or contacts in the CRM.
Previously, you had to save someone as a lead or contact before sending messages. Now, simply add their number in the “Message module” and start the conversation instantly. This feature saves time and simplifies your outreach process.
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Summing up
These new features are a testament to our commitment to providing tools that not only simplify your business operations but also enhance your ability to engage effectively with customers. Whether it is seamless issue escalation, efficient chatbot management, or flexible integration options, each update has been carefully designed to address your specific needs. We are excited to see how these enhancements help you achieve greater productivity, foster stronger collaboration, and deliver exceptional customer experiences. Our team is always here to support you, ensuring you unlock the full potential of these tools.
