Round robin lead assignment and interactive WhatsApp messages

Managing leads and conversations efficiently is key to winning and retaining customers. That is why we are introducing two new features in Pepper Cloud CRM designed to help your team respond faster, stay organised, and create better customer experiences: Round-robin lead assignment via user groups and interactive WhatsApp messages.

These updates remove manual effort from lead distribution and streamline customer interactions, so your team can focus on what matters most: closing deals and building relationships.

1. Round robin lead assignment using user groups

Manually assigning leads can delay responses and create inconsistencies.

With round robin lead assignment in Pepper Cloud CRM, leads are automatically assigned one after another to users in the predefined user group, so no lead waits and no user is skipped.

Benefits of round robin lead assignment

• Easy lead assignment: Leads are routed instantly, without human intervention.
• Consistency: Ensures every new lead is promptly assigned to the next user in the group.
• Simplified operations: Removes the burden of manual assignment from managers.

How you can use it

Let’s say you have three sales reps in your North Region team. You can group them into a “North Sales” user group. Every time a new lead from that region comes in, it gets assigned to the rep in a round-robin sequence. This ensures faster follow-ups and consistent workloads.

For example, if the user group contains: Emma, James, and Olivia. As the new leads come in, Pepper Cloud CRM assigns them using round-robin logic.

• Lead 1 is assigned to Emma
• Lead 2 to James
• Lead 3 to Olivia
• Lead 4 to Emma (the cycle restarts)
• Lead 5 to James

This rotation ensures each team member gets a consistent flow of leads. It helps reduce manual effort, speeds up lead follow-up, and keeps the assignment process transparent and predictable.

How to explore the feature

Note: You can set up user groups only through admin credentials.

1. Go to Settings > Manager users > Groups.
2. Click "Create new" and add a group name and description. Add the users to the group and save it.

You can automate lead assignment through workflow automation.

1. Go to Settings > Automation > Workflow
2. Create a new workflow by clicking Create new
3. Add the workflow name and description.
4. Add Create lead as a trigger.
5. Choose Update lead as Action
6. Choose Assigned to in the lead details and select the group.
7. Save the workflow and enable it.

The CRM will automatically assign the leads to the users using round robin logic.

2. Interactive WhatsApp messages in CRM

With the new interactive WhatsApp messages, you can send dynamic, button-based messages directly from your CRM. These include lists, reply buttons, and CTA (call-to-action) links, allowing customers to respond quickly and clearly.

Why you will love it

• No approval delays: Interactive messages do not need Meta’s pre-approval.
• Higher engagement: Buttons and lists make it easy for customers to take action.
• Professional experience: Clean, intuitive layouts for real-time chat.

How you can use it

• List messages: Use for menus, service types, or appointment slots.
• Reply buttons: Ideal for quick replies like “Confirm Order” or “Need Assistance”.
• CTA buttons: Drive traffic to your website or offer a click-to-call option.

Example: A customer asks for available delivery windows. Instead of typing options, send an interactive list. They simply tap to choose. This speeds up conversations and improves satisfaction.

How to explore the feature

1. Navigate to Settings > Customisation > Channel template.
2. Click "Create new" and choose "WhatsApp Cloud API".
3. Choose Message type as Interactive message. Add the required details and choose the type of interactive message in the following screen.

For detailed steps, check Interactive WhatsApp message in CRM user guide.

Note: Interactive messages can be sent via 1:1 chats, greeting messages, or AssistAI chatbots, but only during the 24-hour WhatsApp messaging window. The 24-hour WhatsApp messaging window begins when the customer or lead initiates the conversation.

Get started today

These new features are built to empower your sales and support teams with speed, structure, and smart automation.

Head to your Pepper Cloud CRM account and enable round-robin lead assignment and start sending interactive WhatsApp messages today.

For more details, connect with our support team.