> ## Content Index > Fetch the complete content index at: https://blog.peppercloud.com/llms.txt > Use this file to discover other available public pages before exploring further. # New features: Block conversations, AI agent templates, carousel templates, and more - URL: https://blog.peppercloud.com/new-features-ai-agent-templates-whatsapp-calling-hours-and-more/ - Published: 2026-10-22T11:14:06.000Z - Updated: 2026-10-22T11:50:36.000Z - Description: Discover the latest Pepper Cloud AI CRM updates, including blocked conversations, WhatsApp carousel templates, AI agent templates and AI conversation summaries to help sales and support teams manage customer interactions efficiently. - Author: Pepper Cloud Marketing - Tags: Product Update Customer conversations rarely stay limited to simple messages. A customer may need to share their contact details, explore different options, send a document, make a call, or get an update on an existing ticket. For your team, each of these moments can mean another task to manage. A CRM becomes more useful when these interactions can be handled as part of the same workflow. With the latest Pepper Cloud update, you can now manage more of these everyday scenarios directly within the CRM, with new capabilities across WhatsApp Cloud API, messaging, workflows, calling, and chatbots. From creating WhatsApp carousel templates and collecting contact information to blocking conversations, finding associated CRM records, accessing shared media and documents, managing WhatsApp calling availability, and updating active tickets through chatbot flows, this update brings several practical improvements to the way your team works. Here’s what’s new. --- ## **1\. WhatsApp Cloud API: Share contact information with one tap** Getting a customer's contact details through WhatsApp often means asking them to type their name and number manually. The new Share Contact Info button makes this simpler by letting customers share their details directly through WhatsApp. Once confirmed, Pepper Cloud displays the returned information as a contact card in the conversation. The feature is available for Marketing and Utility templates, and, as required by Meta, Share Contact Info must be the only button on the template. ### **Why you will love it** - Let customers share their contact details directly through WhatsApp - Receive the customer's name and number as structured information - Display the returned information as a contact card - Reduce the need for customers to type their details manually - Use the feature with Marketing and Utility templates ### **How you can use it** When creating a WhatsApp template, select Share Contact Info as the button type. The button label is fixed by Meta and appears as Share Contact Info to the customer. When the customer taps the button and confirms, WhatsApp returns the contact information. Pepper Cloud then displays the returned details as a contact card within the conversation. --- ## **2\. Message module enhancement** ## **Block conversations** Not every conversation needs to remain open. With the new block contact options, users can manage these conversations directly from the conversation settings. When a contact is blocked, the messaging controls are disabled, incoming messages are rejected, and notifications are not generated for messages from that contact. ### **Why you will love it** - Block unwanted contacts directly from a conversation - Manage blocked contacts from Message Settings - See a clear blocked status inside the conversation - Unblock a contact when needed - Keep the conversation and timeline information ### **How you can use it** Open the conversation settings and select the option to block the contact. The conversation stays in the chat list with a Blocked indicator, while the message input and attachment options are disabled. You can also manage blocked contacts from Message Settings → Blocked Contacts. When a contact is unblocked, messaging becomes available again. Messages sent during the blocked period remain hidden. **Find conversations where you have been mentioned** Internal comments help teams bring the right person into a conversation, but finding those conversations can be difficult when the inbox is busy. The new @Mentions filter makes it easier to find conversations where you’ve been mentioned in an internal comment. Each conversation appears only once, even when there are multiple mentions, and the filter is available across New, All, Assigned to Me, Unassigned, Queue, Archive, and Bot. ### **Why you will love it** - Find conversations where you have been mentioned - Avoid searching through conversations manually - See each conversation only once - Sort conversations based on the latest mention - Jump directly to the relevant comment - Continue using existing conversation filters ### **How you can use it** Open the @Mentions filter in the Messages module to see conversations where you’ve been mentioned. When you open a conversation, the Comments panel takes you directly to the latest mention. You can also click a comment to jump to its place in the conversation. Existing filters, including channel, status, assignee, date, and tags, continue to work with the @Mentions filter. **Find shared media, documents, and links in one place** Finding an important image or document in a long conversation can mean scrolling through message after message. The new Media / Docs / Links panel gives shared content its own dedicated view. Instead of searching through the conversation, you can open the panel and browse the content that has been shared. The panel includes three sections: - **Media:** Images and videos - **Docs:** Document attachments such as PDFs, DOCX, and XLSX files - **Links:** Shared URLs and WhatsApp link-preview cards ### **Why you will love it** - Find shared images and videos without scrolling through the conversation - View documents in a dedicated section - Find shared links more easily - Select up to 10 items at a time - Forward, delete, or download selected items - Keep your selection while moving between tabs ### **How you can use it** Open the Media / Docs / Links panel alongside the conversation and choose the content you want to find. You can select up to 10 items at a time for forwarding, deleting, or downloading. Your selection stays intact when you switch between tabs. For WhatsApp conversations, forwarding follows the existing WhatsApp flow. Deleting an item removes it from Pepper Cloud, not from the WhatsApp conversation for everyone. --- ## **3\. Workflow automation: Find associated records in workflows** A workflow may start with one CRM record but need information from another record connected to it. The new Find Associated action helps workflows retrieve an associated record based on the record that triggered the workflow. You can select the source module, use the source record ID from the workflow, and apply filters to the associated module. ### **Why you will love it** - Find an associated record from the current workflow context - Select the source module dynamically - Use the source record ID from the workflow - Filter associated records using their fields - Use the identified record in later workflow actions - Build workflows around related CRM records ### **How you can use it** Add the Find Associated action to a supported workflow and select the source module and record ID. You can then add filters using fields from the target module. When exactly one associated record matches the conditions, its fields become available to subsequent workflow actions. If multiple associated records remain after filtering, the action does not automatically select one of them. Processing multiple records through loops is not part of this initial release. --- ## **4\. WhatsApp Cloud API: Manage calling hours and Out-of-Office messages** WhatsApp calls do not always need to be available around the clock. Businesses may have specific working hours or times when they cannot take calls. The new [WhatsApp Calling](https://blog.peppercloud.com/whatsapp-calling-within-crm-a-user-guide/) Configuration lets admins set call availability for each integrated WhatsApp number. You can define regular calling hours, add temporary unavailable periods, and create a dedicated away message for each number. If no call hours are configured, the number remains available 24 hours a day. ### **Why you will love it** - Set regular WhatsApp calling hours - Temporarily stop incoming calls for specific dates and times - Configure calling settings separately for each WhatsApp number - Show customers the next available calling time - Let customers request a callback - Set a dedicated away message for each number ### **How you can use it** This feature is available only for WhatsApp Cloud API numbers. Go to Channel Settings → WhatsApp Calling to configure your regular call hours and temporary unavailable periods. When a customer tries to call outside the configured hours, WhatsApp blocks the incoming call and shows the customer the next available time along with a Request a callback option. You can also create an away message for each WhatsApp number and include the next available time using the supported dynamic variable. --- ## **5\. Update existing tickets directly from a chatbot flow** A chatbot conversation may collect new information after a ticket has already been created. Until now, handling that information could require another step outside the chatbot flow. The new **Update Ticket** node lets a chatbot update the active ticket for the current session as the conversation progresses. It works with an existing ticket and does not create a new one. The node can also update multiple ticket fields in a single execution. ### **Why you will love it** - Update an active ticket directly from a chatbot flow - Change ticket information as the conversation progresses - Map conversation data to ticket fields - Update multiple fields through one node - Assign tickets from the chatbot flow - Update an existing ticket without creating another one ### **How you can use it** Add the Update Ticket node to your chatbot flow and map the information collected during the conversation to the relevant ticket fields. You can update fields such as Subject, Description, Priority, Assigned To, Status, Tags, Custom Fields, Category/Type, and Due Date. --- ## **6\. WhatsApp Cloud API: Create and send Carousel Templates** Customers sometimes need to choose between several products, services, or options. Sending each option as a separate WhatsApp message can make the conversation longer and harder to navigate. With WhatsApp Carousel Templates, you can present multiple cards within one WhatsApp message. Pepper Cloud provides a no-code builder where admins can create, preview, submit, manage, and send carousel templates directly from the CRM. A carousel can contain 2 to 10 cards. Each card requires media and body text and can include one or two buttons. ### **Why you will love it** - Create Carousel Templates without writing API code - Build templates through a visual interface - Preview the carousel before submitting it - Submit templates to Meta for approval - Track template status from Meta - Clone existing carousel templates - Send approved carousel templates ### **How you can use it** Create a carousel by adding between 2 and 10 cards. Each card needs media and body text and can include one or two buttons. All cards must use the same media type, either image or video. The number, type, and order of buttons must also remain the same across cards, although the button values can vary. Once the carousel is ready, submit it to Meta for approval. Pepper Cloud reflects the template status, including Draft, Pending, Approved, Rejected, and Disabled. ### **Use cases** - **Product discovery:** Present several products together so customers can browse their options in one message. - **Service selection:** Show different services and let customers choose the one they need. - **Offers:** Present multiple offers or packages without sending separate messages for each one. - **Lead qualification:** Give prospects a set of options and use their response to understand what they are interested in. ## **7\. AI Agent Templates: Automate scheduling, lead enrichment, and team insights** Managing meetings, researching new leads, and keeping track of team activity can take time when handled manually. AI Agent Templates let you create, edit, and manage AI agents for different workflows, helping your team automate these tasks and work with relevant information more efficiently. Pepper Cloud introduces three AI agent templates for meeting scheduling, lead enrichment, and conversational insights. ### **1\. Scheduling AI agent** Managing meeting availability often involves checking calendars, coordinating time slots, and handling rescheduling requests. The Scheduling AI Agent connects with Google Calendar and applies configurable booking rules to simplify meeting management. Why you will love it - **Google Calendar integration:** Sync with Google Calendar to check live availability. - **Booking hours:** Configure active booking days and hours according to your team's schedule. - **Meeting duration and buffer times:** Set meeting lengths, breaks between consecutive meetings, and scheduling limits. - **Rescheduling controls:** Configure whether upcoming meetings can be rescheduled, while past events remain locked. - **Block time slots**: Reserve time for internal meetings, personal commitments, or holidays to prevent double-booking. ### **How you can use it** Connect Google Calendar and configure the agent's booking settings to match your team's availability. Set meeting durations, buffer times, and rescheduling permissions to control how bookings are handled. ### **2\. Lead enrichment AI Agent** New leads often arrive with limited information, leaving sales teams to research company websites, social profiles, and other sources before starting a conversation. The Lead Enrichment AI Agent helps automate this process by gathering publicly available information and adding relevant details to CRM records. Why you will love it - **Automated lead ingestion:** Bring leads from external sources, such as WhatsApp, Facebook Ads, and web forms, into Pepper Cloud CRM. - **Web Search Tool:** Use web search to find publicly available company information, social profiles, industry details, and decision-maker information. - **Workflow and AI agent integration**: Connect lead creation workflows with AI agents to trigger enrichment and process relevant information. - **Custom field mapping:** Organise findings into CRM fields such as company size, technology stack, revenue, and social handles. ### **How you can use it** Configure your lead ingestion workflow to bring new records into Pepper Cloud CRM and trigger the AI agent to gather additional information using web search tools. Map the findings to the relevant CRM fields so sales representatives can review enriched records before reaching out. ### **3\. Conversational summary AI agent** Managers often need to review customer conversations across multiple sales or support representatives to understand progress, identify concerns, and decide where follow-up is needed. Reviewing every interaction individually can make this difficult to manage. The conversational insights AI agent analyses team activity and generates summaries that help managers stay informed about customer discussions and changes. Why you will love it - Multi-representative monitoring: Review activity across multiple sales or support team members. - Daily performance summaries: Highlight important customer discussions, deal changes, and customer concerns from the previous day. - Flexible delivery: Share summaries through emails, internal notes, or tasks assigned to team members. - Custom reporting parameters: Configure which information the agent should focus on. ### **How you can use it** Configure the agent to review the team activity that matters to your business, select relevant fields, and choose how the insights should be delivered. --- ## **8\. AI insights conversation summaries and messages** When a customer has a long message history, finding the key details can mean reading through the entire conversation. AI insights help your team understand what has been discussed, what matters most, and what needs attention without manually reviewing every message. ### **Why you will love it** - Automated conversation summaries: Review key points from conversations without reading every message. - Action items: Identify follow-ups and next steps that need attention. - Important details and entities: Surface relevant information, such as email addresses, company details, and appointments. - Sentiment analysis: Understand whether the conversation reflects positive or negative sentiment. - Tags and key information: Review relevant tags and extracted details at a glance. - On-demand summaries: Generate a summary manually or automatically when you need one. - Custom field support: Use relevant CRM fields to tailor insights and reports to your business priorities. ### **How you can use it** Open a conversation to review its AI-generated insights and quickly understand the customer's concerns, previous discussions, and outstanding actions. --- ## **Built for the way your team works** This release brings new capabilities across WhatsApp, messaging, workflows, calling, and chatbots, with each feature addressing a different part of the customer conversation. Whether your team is handling a busy inbox, building an automated workflow, managing WhatsApp communication, or supporting customers through chatbots, these updates give you more ways to work with the information already flowing through Pepper Cloud. **Ready to explore the latest Pepper Cloud AI WhatsApp CRM features?** Log in to Pepper Cloud CRM and start exploring these updates today. ## Sign up for CRM Blog | Pepper Cloud Unlock the secrets to building your business better and selling faster with expert views, insights, and how-to-guides. Subscribe Email sent! Check your inbox to complete your signup. No spam. Unsubscribe anytime.