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Customers is the list of everyone who has talked to your agent, been imported, or been synced from your store. Use it to look up a person before replying, tag people for campaign audiences, fix a phone number or email, and see what a customer has bought.

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Where customers come from

  • Conversations: a WhatsApp contact is created the first time they message you; a Website Chat visitor is created when they start chatting.
  • Your store: when you connect Shopify, Zid or Salla, Popcorn imports the store’s customers in the background and keeps them updated as the store reports new and changed customers.
  • Bulk Import from a CSV file, or Add Customer for one person.

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The list

Three filters sit above the table: All, Customers and Guests. Guests lists contacts with an empty phone number or an empty email address (typically Website Chat visitors); Customers lists contacts that have at least one of the two. Search matches first name, last name, phone number and email. The row menu offers Edit and Delete.

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Add or edit a customer

1

Open the form

Click Add Customer, or Edit in a row’s menu.
2

Fill in the details

First Name, Last Name, Phone number (required), Email Address. Under Tags, click Add Tag to pick existing workspace tags or create one with Add New Tag. The Subscribed toggle controls whether the customer receives campaigns.
3

Save

Click Save Changes. When you add a customer whose phone number already exists, that existing customer is updated instead of a duplicate being created. When you edit a customer and change the phone number to one that belongs to another customer, the save fails. Changing the phone number of a contact whose campaigns were paused re-enables them, because the delivery failures may have belonged to the old number.

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Subscribed and unsubscribed

Campaigns go only to subscribed customers unless you explicitly choose to send to unsubscribed ones; see send a campaign. A customer becomes unsubscribed when:
  • you switch off Subscribed on their profile,
  • they tell your agent they no longer want messages and the agent’s Unsubscribe capability is enabled (agent capabilities),
  • your Shopify store reports them as opted out of marketing (Salla and Zid do not sync a marketing opt-out).
Store sync never re-subscribes a customer you unsubscribed manually.

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Campaign delivery paused

When two consecutive marketing campaign messages to a contact fail with WhatsApp’s “message undeliverable” error, Popcorn marks the contact Campaigns suppressed. They are left out of campaign audiences, audience previews and credit estimates until the pause is lifted. It lifts automatically when the customer sends you a message or you change their phone number, and manually when you click Re-enable campaigns on their profile. Only marketing-category templates count towards the pause; a delivered message resets the failure count. See delivery and reachability.

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The customer profile

Click a name to open the profile.
  • Header: name (or phone number for unnamed contacts), the source (Shopify, Zid, Salla or Manually added) and status badges: Subscribed / Unsubscribed, Verified (when your store marks the customer, or their email, as verified), Blocked, and Campaigns suppressed with the Re-enable campaigns button.
  • Orders, Spent, Last order: lifetime totals synced from your store, shown as — when the store did not provide them. Conversations: the number of conversations in Popcorn.
  • Contact: Phone, Email, Customer number, and Address when synced.
  • Platform: Source, Platform ID, Customer since, plus Business and Loyalty points when your store provides them.
  • Tags.
  • Orders: orders placed through Popcorn, each linking to its order. Lifetime store totals appear above; this list only contains orders created in conversations.
Blocking and unblocking a customer is done from the conversation in the Inbox; the profile only shows the Blocked badge. See working with conversations.

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Store sync rules

Synced customers keep a link to the store record (Source and Platform ID). When the store sends an update:
  • a name you edited in Popcorn is not replaced by an empty value from the store;
  • a store opt-out sets the customer to Unsubscribed, but a manual unsubscribe is never reversed;
  • Blocked is never changed by the store.
Shopify, Zid and Salla all report new and updated customers as they happen. If customer sync is not working for a store connected some time ago, use Reconnect on the Integrations page so Popcorn gets the customer permission; see integrations.

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Import customers from a CSV

1

Start the import

Click Bulk Import, then Import from CSV, and upload your file. Files larger than 3 MB are rejected with File is too large.
2

Match columns

Map your columns to First Name, Last Name, Email, Phone Number (required), Tags and Subscribed. Tags should be separated by commas, for example tag1, tag2. Subscription status accepts true/false, 1/0, yes/no, y/n; an empty value means subscribed. Phone numbers must be valid and should include the country code. Names are limited to 80 characters and the tags column to 120; emails must be unique within the file.
3

Review and import

Fix any rows flagged with validation errors, then import. A file can hold up to 150,000 rows; larger lists must be split. Progress is shown in an Importing Customers dialog; keep it open until Import Complete, which reports how many customers were imported, how many existing ones were updated, and how many rows were skipped.
Existing customers are matched by phone number and their name, email, tags and subscription are replaced by the file’s values. Tags that do not exist yet are created in the workspace.

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Delete customers

  • One customer: Delete in the row menu. A customer who has conversations cannot be deleted this way; the message “Customer cannot be deleted because they have conversations in your organization.” appears.
  • Several customers: tick the rows, or tick the header checkbox and then Select all N customers to include every page, and click Delete Selected. The Delete Selected Customers dialog asks how to handle customers with active conversations: Skip customers with active conversations (default) or Delete all selected customers, including those with conversations. Deletion cannot be undone. Conversations, orders and campaign records of a deleted customer are kept; each conversation stays in the Inbox with its messages, shown as WhatsApp contact (or Guest for Website Chat) instead of the customer’s name.
  • Deleting all pages, or more than 5,000 selected customers, runs as a background job whose progress is shown in the dialog. Deletion Complete reports how many were deleted and how many were skipped because of conversations.