New features: Event notifications, WhatsApp calling, AI agents, & more
New features in CRM: ✔ Auto-send messages from channels ✔ AI-powered call insights ✔ Close bulk conversations ✔ WhatsApp calling ✔ Event notifications ✔ OpenAI agent within workflow
Smarter engagement, deeper insights and seamless productivity - all inside your CRM
Today’s customers expect instant, personalised communication across the channels they use every day. Your team needs powerful tools to keep up, without being weighed down by manual work or disconnected systems. That is why we are excited to introduce a set of new workflow automation capabilities designed to streamline operations, enhance customer conversations and make every engagement count.
These updates bring together omnichannel messaging, AI-powered intelligence, faster conversation handling, integrated calling and intelligent workflow automation—helping your business stay responsive, efficient and connected.
1. Event notifications – Send event reminders and updates to the records associated with the event
Whether you are running webinars, product demos or in-person events, managing communication with attendees is critical. The new event workflow capabilities let you automatically send reminders, updates and follow-ups to all contacts associated with an event.
Why you will love it
- Automate event‑related communications so you and your team focus on content, not logistics.
- Ensure attendees receive timely reminders and post‑event follow‑ups.
- Tie event attendance into CRM records and workflows seamlessly.
- Boost attendance and engagement by staying in touch at the right times.
How to use it: Business use cases
- Webinar reminders: Automatically send event reminders 24 hours and 1 hour before a webinar to boost attendance.
- Training sessions: Share pre-event materials and post-event recordings with all registered users linked to the CRM event.
- Internal meetings: Trigger internal reminders and prep documents for team members tagged to internal workshops or strategy calls.
- Client check-ins: Schedule quarterly business reviews and send updates to participants ahead of time.
- Live demo updates: Send reminder links, Zoom invites and follow-up surveys automatically around live product demonstrations.
2. Workflow automation – Automate messages across WeChat, Instagram and Facebook Messenger
Today’s buyers expect to contact you where they are – on WeChat, Instagram, Facebook Messenger, and more. The new Workflow automation channel feature enables you to automatically send messages via different channels as part of your CRM workflows.
Why you will love it
- One workflow can trigger messages across multiple channels, so no need to build separate flows for each platform.
- Ensure consistent communication wherever your prospects or customers choose to interact.
- Save time by automating follow‑up messages and reminders via social messaging platforms.
- Maintain a unified audit trail inside your CRM even though you reached out via WeChat, Instagram or Messenger.
How to use it: Business use cases
- Lead nurturing: Automatically send a welcome message on Instagram DM after someone fills out a lead form, followed by a reminder on Facebook Messenger if there is no response in 48 hours.
- Order updates: Trigger order status updates via WeChat for customers in APAC markets, ensuring they receive real-time delivery alerts.
- Event follow-ups: After a webinar, send event highlights via Facebook Messenger to attendees who joined via social channels.
- Customer service: Route customer complaints submitted on Instagram or Facebook into the CRM and auto-assign reps to respond based on availability.
Pepper Cloud Marketing
3. AI call insights – Automatically generate call insights from Aircall
Every sales and support call is filled with valuable information. The new AI call insights feature harnesses AI to automatically generate rich insights from calls handled through Aircall and populate them directly into your CRM.
Why you will love it
- Get call summaries, action points, and key questions without manual note‑taking.
- Automatically analyse the sentiment of the call and take necessary actions.
- Deliver better data‑driven insights into how calls convert, evolve and close.
How to use it: Business use cases
- Post-call summaries: After a discovery call, generate automatic summaries highlighting customer needs and objections for faster follow-up.
- Sentiment detection: Identify calls with negative sentiment and route them to account managers for proactive handling.
- Sales coaching: Sales leaders review AI-generated insights to spot common objections and coach reps more effectively.
- Compliance monitoring: Automatically flag calls where agents discuss terms that require compliance checks or legal approval.
- Lead qualification: Extract keywords and call themes (e.g., “budget approval,” “timeline urgent”) to auto-update lead scores.
Pepper Cloud Marketing
4. Close conversations – Close multiple conversations at one go by adding notes
Handling multiple conversations manually can be time‑consuming. The new Close conversations feature lets you bulk‑close multiple conversation threads at once in your message module, while attaching notes or next‑steps in one action.
Why you will love it
- Drastically reduce time spent on housekeeping tasks.
- Apply standard closure notes or templates for efficiency and consistency.
- Maintain clean conversational records in the CRM.
- Empower your team to transition from one batch of conversations to the next faster.
How to use it: Business use cases
- Daily wrap-up: At the end of each day, support reps close all resolved tickets in bulk and log standard notes for internal reporting.
- Campaign follow-through: After a campaign ends, marketers close all related inbound queries and tag them as “campaign resolved” to declutter the queue.
- Sales follow-up: Reps close unresponsive lead conversations in one go, tagging each with “no response – closed” for future retargeting.
- CSAT completion: After CSAT surveys are sent, closed chats are bulk-tagged as “follow-up not required” to maintain clean data.
- System maintenance: Use during periodic data hygiene routines to archive or close stale conversations with standardised notes.
Pepper Cloud Marketing
5. WhatsApp calling – Initiate or receive WhatsApp calls from within CRM
Voice and video still matter for direct engagement. With the new WhatsApp calling feature, you can initiate or receive WhatsApp calls directly within your CRM. No app‑switching required.
Why you will love it
- Seamlessly integrate WhatsApp calls into your CRM and maintain the call records associated with leads and contacts.
- Capture call data, outcomes and follow‑up tasks automatically.
- Increase responsiveness by meeting customers on a familiar communication channel.
- Give your team one unified workspace for chat, voice and records.
How to use it - Business use cases:
- Client consultations: Financial advisors can make or receive WhatsApp calls with clients and log outcomes directly in the CRM.
- Appointment confirmations: Healthcare reps call patients via WhatsApp to confirm appointments and automatically update the status in their CRM profiles.
- Property viewings: Real estate agents receive incoming WhatsApp calls and link them to property enquiry records without switching platforms.
- Follow-up calls: Sales reps initiate WhatsApp calls to hot leads after demo sign-ups, with the call duration and summary logged automatically.
- Voice-based onboarding: Onboard new customers in emerging markets through voice calls on WhatsApp, logging each step for compliance and training.
6. OpenAI agent – Create an OpenAI‑powered agent and integrate it within workflows
Artificial intelligence is no longer optional—it is expected. The new OpenAI agent feature empowers you to create your custom agent powered by OpenAI and integrate it into your workflow automation for smarter decision‑making and interactions.
Why you will love it
- Build agents that can read context, generate responses, summarise data and trigger next steps.
- Automate complex decision‑points in your workflows (for example: “If sentiment negative, escalate to manager”).
- Offer a more human‑like, intelligent experience to customers and prospects.
- Stay ahead of the curve by embedding cutting‑edge AI into your CRM operations.
How to use it: Business use cases
- Sentiment-based actions: If a customer expresses dissatisfaction, the OpenAI agent identifies the tone and automatically escalates the issue.
- Auto-replies for FAQs: Use the agent to generate contextual responses to recurring support queries and auto-send them through chat or email.
- Lead scoring: Analyse emails or chat messages to evaluate buying intent and auto-adjust lead scores accordingly.
- Customer classification: Review support or sales transcripts to classify customers (e.g., interested, loyal, at-risk) for personalised follow-up.
- Task automation: After analysing a chat, the agent can generate a summary and assign follow-up tasks to the right team member without human input.
Ready to power up your growth?
These updates are built to help you sell faster, support better and scale smarter—without complexity. Whether you are growing your customer base or optimising internal operations, these tools give you the control, clarity and automation you need.
Start exploring these new features today and see how they can transform your CRM into a growth engine. Book a personalised demo to learn more.
