Channels
Channels Overview
Understanding communication channels and how to set them up in Popcorn
Channels Overview
What are Channels?
Channels are the different ways customers can reach you and talk to your AI agent. Think of them as different “doors” customers can use to contact your business - some might prefer WhatsApp, others might use your website chat. Each channel connects your customers directly to your AI agent, so they get help no matter how they choose to contact you.Available Channels
WhatsApp Business
What it is: Your business WhatsApp number connected to your AI agent Perfect for:- Customers who love using WhatsApp
- International customers (WhatsApp is popular worldwide)
- Mobile-first customers
- Personal, direct communication
- They message your WhatsApp business number
- Your AI agent responds instantly
- Conversation feels natural and personal
- They can share photos, documents, and voice messages
Website Chat Widget
What it is: A chat bubble that appears on your website Perfect for:- Customers browsing your website
- People who want instant answers while shopping
- Visitors who have questions about your products/services
- Customers who prefer typing over calling
- They see a chat bubble on your website
- Click it to start chatting immediately
- Your AI agent helps them right away
- No need to leave your website
Why Use Multiple Channels?
Meet Customers Where They Are
- Different preferences - some people love WhatsApp, others prefer website chat
- Different situations - browsing website vs. quick mobile question
- Different comfort levels - some prefer familiar apps, others like new features
Never Miss a Customer
- Always available - customers can reach you 24/7 on any channel
- No bottlenecks - if one channel has issues, others still work
- Backup communication - customers have options if their preferred method isn’t working
Better Business Growth
- More touchpoints - more ways for customers to discover and contact you
- Professional appearance - shows you’re modern and accessible
- Competitive advantage - many businesses only offer one way to contact them
How Channels Work with Your AI Agent
One Agent, Multiple Channels
Your AI agent is the same across all channels:- Same personality and knowledge
- Same tools and capabilities
- Same training and instructions
- Consistent service quality
Unified Conversation Management
All messages come to one inbox:- See all customer conversations in one place
- Doesn’t matter which channel they used
- Easy to manage and respond
- Complete conversation history
Smart Channel Features
Each channel has special abilities:- WhatsApp: Photo sharing, voice messages, international reach
- Website Widget: Instant website integration, no app needed
Setting Up Your Channels
Getting Started is Simple
- Pick your first channel - start with what your customers use most
- Follow the setup guide - each channel has step-by-step instructions
- Test it yourself - make sure everything works before customers use it
- Add more channels - expand as your business grows
You Don’t Need All Channels at Once
Start small:- Begin with one channel that makes sense for your business
- Get comfortable with how it works
- Add more channels when you’re ready
- No pressure to use everything immediately
Channel Management Made Easy
Simple Dashboard
Everything in one place:- See all your connected channels
- Check status (working, needs attention, etc.)
- Quick access to settings
- Easy to add or remove channels
No Technical Skills Required
User-friendly setup:- Step-by-step guides for each channel
- No coding or complex configuration
- Most setup happens automatically
- Help available when you need it
Safe to Experiment
Try without worry:- Can’t break anything permanently
- Easy to turn channels on/off
- Test before customers see changes
- Always can go back to previous settings
Benefits for Your Business
Professional Image
- Modern customer service - shows you’re up-to-date with technology
- Always available - customers can reach you anytime
- Multiple options - appears customer-focused and accessible
- Consistent branding - same experience across all channels
Save Time and Money
- Automatic responses - AI handles routine questions instantly
- Reduced phone calls - customers get help without calling
- 24/7 service - no need to hire night shift staff
- Faster resolution - customers get answers immediately
Better Customer Experience
- Convenience - customers choose how they want to contact you
- Speed - instant responses instead of waiting
- Accessibility - works on any device, any time
- Personal touch - conversations feel natural and helpful
Business Growth
- More leads - easier for potential customers to contact you
- Higher satisfaction - customers love quick, helpful service
- Better retention - good service keeps customers coming back
- Competitive edge - better service than businesses without AI
Common Questions About Channels
”Do I need to learn different systems for each channel?”
No! All channels work the same way from your side. You manage everything from one inbox, and your AI agent works the same across all channels.”Will customers know they’re talking to AI?”
It depends on your settings. You can choose whether to tell customers upfront or let them discover naturally. Most customers don’t mind AI if it’s helpful and fast.”What if customers prefer talking to humans?”
No problem! You can always take over any conversation. Channels are designed to work with both AI and human responses seamlessly.”What if I choose the wrong channel for my business?”
You can always change! Channels can be turned on/off easily. If one doesn’t work well for your customers, you can try a different one without losing anything.”How do I know which channels my customers want?”
Start with what you know, then experiment:- If customers already use WhatsApp with you, connect that
- If they ask questions on your website, add the website widget
- Watch where customers contact you most, then make that easier
Getting Started Tips
Choose Your First Channel
Ask yourself:- How do customers currently contact me most?
- What apps do my customers use regularly?
- Where do customers go when they have questions?
- What would make it easier for customers to reach me?
Start Simple
- Pick one channel that makes the most sense
- Set it up following the guide (usually takes 10-15 minutes)
- Test it yourself - send messages, see how it works
- Let a few trusted customers try it before announcing widely
- Once comfortable, add more channels
Success Signs
You’ll know channels are working when:- Customers start using them naturally
- You get fewer repetitive phone calls/emails
- Customer questions get answered faster
- You have more time for complex customer issues
- Customers mention they love the quick service