Labels, authentication template, sentiment analysis, other features

Running a business means juggling a hundred things at once—following up on leads, keeping customers happy, managing your team, and staying ahead of the curve. That is why we are excited to bring you a set of new CRM features designed to take some of that pressure off. From automating how leads are assigned, to improving how your team collaborates and communicates, these updates are built to help you save time, stay organised, and grow faster. Whether you are in sales, support, or operations, there is something here that will make your day a little easier.

1. Round robin lead assignment

When leads start flowing in from multiple sources such as ads, forms, messages, etc., manually assigning them can slow your team down. The new round robin feature in Pepper Cloud CRM ensures leads are automatically and fairly distributed to user groups.

Why you will love it

• Automates lead assignment from various channels: message module, lead capture workflows, Facebook Ads, TikTok Ads, web forms, and manual entries.
• Ensures fair and balanced distribution of leads among team members.
• Reduces manual intervention, saving time and minimizing errors.

How you can use it

Set up user groups in your CRM and automatically route incoming leads to these groups instead of assigning them to individuals. Leads are distributed to the groups in alphabetical order, helping ensure a balanced and fair assignment process without manual intervention.

Steps to explore the feature

1. Go to settings > Manage users > Create groups and assign users.
2. Assign the incoming leads to the groups. 

2. Label-based conversation access permissions

Managing access to conversations is vital for maintaining data security and operational efficiency. Our new labels feature allows you to define conversation access permissions effectively.

Why you will love it

• Create and manage custom labels and assign them to users.
• Edit labels for multiple records simultaneously using the bulk edit function.
• Filter records based on labels for streamlined navigation and management.

How you can use it

Assign labels to conversations to restrict or grant access to specific users or teams. This ensures that sensitive information is only accessible to authorised personnel.

Steps to explore the feature

1. Go settings > Manage users > Labels
2. Create labels and assign users.
3. Assign labels to records and groups.
4. You can also edit the labels in bulk from the record listing screen. 

3. OTP authentication templates

Enhance your CRM's security with our new OTP (One-Time Password) or authentication templates. This feature allows for secure user verification via callback URLs.

Why you will love it

• Create customised authentication templates within the CRM.
• Utilise callback URLs to verify tokens and ensure secure access.

How you can use it

Implement OTP authentication for actions requiring additional security, such as accessing sensitive data or performing critical operations. Users will receive a one-time password to verify their identity before proceeding.

Steps to explore the feature

1. Go to Settings > Customisation > Channel template.
2. Click “Create new”. Select “Authentication” in message template type. 
3. Fill in the details and save.
4. Use the callback URL and verification token to sync with a third-party tool and send the OTP messages. 

4. WhatsApp coexistence

Communicate seamlessly with your clients using our WhatsApp coexistence feature, which allows the use of both WhatsApp Business App and WhatsApp API on the same number.

Why you will love it

• Maintain your existing WhatsApp Business App while integrating API functionalities.
• Enhance communication capabilities without changing your contact number.
• Streamline customer interactions across multiple platforms.

How you can use it

Utilise the WhatsApp Business App for direct, manual communication, and the WhatsApp API for automated messaging and integrations, all through the same phone number.

Steps to explore the feature

1. Go to Settings > Integration > Channels
2. Create a WhatsApp API channel and choose to use the number with the WhatsApp Business app.
3. Configure the channel within CRM. 

5. Sentiment analysis for closed conversations

Gain deeper insights into customer interactions with our sentiment analysis feature, which evaluates and tags the sentiment of closed conversations.

Why you will love it

• Automatically analyses the sentiment of customer conversations upon closure.
• Tags conversations with predefined sentiments such as positive, negative, neutral, etc.
• Provides valuable data for improving customer service and training.

How you can use it

Review the sentiment tags on closed conversations to assess customer satisfaction and identify areas for improvement in your service delivery.

Steps to explore the feature

1. Set up types of sentiments in the System field (Settings > Customisation > System fields > Sentiment)
2. Set up a sentiment analysis workflow.
3. Go to the message module, close the session to view the sentiment analysis. 

6. Message module enhancements

Improve your messaging efficiency with our latest enhancements to the message module, including pinning messages, advanced search, and bulk label editing.

Why you will love it

• Pin messages: Pin important messages within conversations for easy reference.
• Search messages: Utilise the search function to quickly locate specific messages.

How you can use it

Keep critical information at your fingertips by pinning messages, find past communications swiftly using the search feature, and manage message labels efficiently with bulk editing.

Steps to explore the feature

1. Open the message module in your CRM.
2. To pin a message, click the down arrow next to the message and choose the “Pin” option.
3. Click the search icon to find messages by keywords or phrases. You can define the time period as well. 

Get started today!

The new features are designed to enhance your CRM experience, providing greater automation, security, and efficiency. Go ahead and explore these updates and integrate them into your workflows to maximise productivity.

Elevate your CRM capabilities today and drive your business forward.