Channels overview

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 Channels in the sidebar to set either one up.

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The two channels

On the Channels page each channel is a card. A card shows Connect until the channel is set up; once at least one WhatsApp number is connected, the WhatsApp card shows Manage. The WhatsApp page has three tabs once a number is connected:

• Account: connected numbers, the default number, message limits, and product settings. See Connect a WhatsApp number.
• Profile: the business profile customers see on WhatsApp. See WhatsApp business profile.
• Widget: a WhatsApp click-to-chat button for your website. See WhatsApp button.

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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 connected to agents from the agent’s Channels tab. Each connected number is listed with its Business Number and a Connect or Disconnect button. A number can be connected to one agent at a time. Connecting or disconnecting a number is part of the agent’s draft and takes effect when you click Publish changes. To move a number to a different agent, disconnect it from the first agent and publish, then connect it to the other; publishing an agent whose draft includes a number that is still connected elsewhere fails with One or more WhatsApp channels are connected to another agent. A number that is not connected to any agent is handled by your workspace’s default agent, so once you disconnect a number and publish, new messages on it go to the default agent. Website Chat uses the embed code you copy. The code from Channels → Website Chat sends conversations to your default agent. The code shown under 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 first number you connect becomes the default automatically. To change it, open the row menu of another number and click Make default. If the default number is deleted or disconnected, the most recently updated remaining 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 (or later set as your phone in your profile) is registered automatically. To register more phones, open an agent’s Channels tab and click Manage Sandbox; the steps are in Test and publish. A phone number can be registered as a sandbox number in only one workspace; if the number you add is already registered in another workspace, it is not added. Onboarding also offers Test on WhatsApp with the same sandbox number, next to Test Here in your browser. See the Quickstart.

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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 widget with Show on my store, without editing the theme. See Website Chat and WhatsApp button.

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Who can manage channels

The Channels section is visible to team members whose role includes the Integrations permission. Changing the default number requires edit access to Integrations. See Team and roles.

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