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Channels are where your customers talk to your AI agent. Popcorn offers two: WhatsApp, for conversations on your WhatsApp Business number, and Website chat, for visitors on your store or website. Open Integrations at the foot of the sidebar to set either one up.

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The two channels

On the Integrations page, the Channels panel (“Where your customers talk to your agent”) has one row for each channel. A row shows Available until the channel is set up and Connected afterwards, with Connect or Manage on the right. When a WhatsApp number needs you, the row shows its status instead, such as Needs reconnect, Not receiving or Meta payment problem, with what happened and the button that fixes it; see Channel troubleshooting. The panel below it, Stores & catalogs, is for the places your products come from; see Integrations overview. The WhatsApp page has three tabs once a number is connected: Website chat has its own two tabs, Chat and Design.

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How a channel reaches an agent

Every conversation is handled by one agent. Which agent depends on the channel. WhatsApp numbers are attached to agents from the agent’s Channels tab. The WhatsApp panel lists every number connected to your workspace, each with a switch. A number can be attached to one agent at a time. Switching a number on or off is part of the agent’s draft and takes effect when you click Publish changes. To move a number to a different agent, switch it off on the first agent and publish, then switch it on for the other; publishing an agent whose draft includes a number that is still attached elsewhere fails with One or more WhatsApp channels are connected to another agent. A number that is not attached to any agent is handled by your workspace’s default agent, so once you switch a number off and publish, new messages on it go to the default agent. Website chat uses the embed code you copy. The code from Integrations → Website chat sends conversations to your default agent. The code shown under Website chat widget on an agent’s Channels tab is bound to that specific agent. See Connect knowledge, tools and channels and Test and publish.

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What the default number means

When you have more than one WhatsApp number, one of them is the default. It is marked Default in the Connected numbers table on the Account tab. The default number is:
  • the sender preselected when you create a campaign or send a template
  • the number the Profile tab opens on
  • the number preselected under WhatsApp number on the Website button tab
The first number you connect becomes the default automatically. To change it, open the ⋯ menu of another number and click Make default. If the default number is deleted, another connected number becomes the default on its own.

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Test on WhatsApp with the sandbox number

You do not need your own number connected to try your agent on WhatsApp. Popcorn runs a shared sandbox number, +1 938 400 5252. Messages sent to it from a phone number registered in your workspace are answered by your default agent and appear in your Inbox. The phone number you entered when you signed up is registered automatically. To register more phones, open an agent’s Channels tab and click Manage sandbox numbers; the steps are in Test and publish. A phone can test with only one Popcorn AI account; if the number you add is already registered elsewhere, it is not added.
If a phone that is not registered messages the sandbox number, it receives an automatic reply saying the number is not linked to any organization. The sandbox is for testing; it is not a channel for your customers.
To try your agent without sending anything to WhatsApp, use Try your agent on Home or Try it as a customer during setup; those chats are free. See Test and publish.

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One script for your storefront

The script you install on your website can show the WhatsApp button, the Website chat window, or both. Which channels are visible, and the branding, are managed from Popcorn, so you can switch channels on or off without pasting new code. A connected store can also show the script with Show on my store, without editing the theme. See Set up Website chat and Add a WhatsApp button to your website.

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Who can manage channels

Integrations is visible to team members whose role includes the Integrations permission. Connecting a number needs the create level of that permission, deleting a number needs the delete level, and changing settings such as the default number, the profile or the website button, or using Check again on a number, needs edit access. Without edit access the settings pages are read-only. See Team and roles.

Connect a WhatsApp number

Connect through Meta, connected numbers, message limits, default number.

WhatsApp business profile

Display name review, photo, category and contact details.

Use Popcorn with the WhatsApp Business app

Keep the app and Popcorn on the same number.

Products in WhatsApp

Sync your catalog so customers see product cards.

Set up Website chat

Set up the chat window on your site or store.

Channel troubleshooting

Number not connecting, messages not delivering, button not showing.