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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.
  • Import customers from a file, or Add customer for one person.

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The list

Three filters sit above the table: All, Customers and Guests, with a count beside Customers and Guests. A contact with a phone number or an email address is a customer. Guests are mostly Website chat visitors who gave neither: the tab lists contacts missing a phone number or an email address, but the count beside it includes only contacts missing both. Search takes a name, phone number or email. A phone number pasted the way WhatsApp shows it, such as one with a plus sign and spaces, still matches. The list is newest first, 10 customers a page. Narrow windows show fewer columns. The ⋯ menu (More actions) on a row 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. Edit customer in the Inbox customer details opens the same form.
2

Fill in the details

First name, Last name, Phone number with its country code, and Email. The Marketing subscription switch controls whether the customer can receive your WhatsApp campaigns; it is on for new customers.
3

Save

Click Add customer or Save. You see “Customer saved”.
  • A phone number is required when you add someone, and for anyone who already has one. A Website chat visitor who never gave a number can be saved without one.
  • Adding a number that already belongs to a customer updates that customer instead of creating a duplicate. Only the fields you filled in are changed: blank fields and tags stay as they were, and the subscription changes only if you switched it.
  • Changing a customer’s number to one that belongs to someone else fails with “Another customer already has this phone number.”
  • Changing the number of a customer whose campaigns were paused re-enables them, because the delivery failures may have been about the old number.

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Tags

Tags describe the person and are how you build campaign audiences. They are not the conversation tags you use to triage the Inbox. A new customer’s form says “You can add tags after the customer is saved.” On a saved customer, click Add tags (or Edit tags when there are some) to open the Edit tags dialog. It lists the customer’s tags with a New tag field and an Add button; a tag you type that does not exist yet joins your workspace’s list. Click Save tags. You see “Tags saved”.

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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 Marketing subscription on their form,
  • they tell your agent they no longer want messages and the agent’s Let customers opt out switch is on (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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Campaigns paused for a customer

When two consecutive marketing campaign messages to a contact fail with WhatsApp’s “message undeliverable” error, Popcorn stops including them in campaigns. Their profile shows a banner, Campaigns are paused for this customer, saying when it happened and how many messages in a row failed. 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. To lift it yourself, click Re-enable campaigns in the banner; you see “Campaigns re-enabled”. Only marketing templates count towards the pause, and 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. The Customers link at the top takes you back to the list you came from, with its page and search kept.
  • Header: the name (or the phone number, or Guest), a line such as “Customer since Mar 3, 2026 · From your Shopify store” (the store part only for customers a store sync created), and badges: Subscribed or Unsubscribed, Verified (when your store marks the customer or their email as verified) and Blocked.
  • Store spend, Store orders (with the date of the last order), Average order and Conversations: lifetime figures synced from your store. Without store figures, Conversations moves into Details.
  • Contact: Phone (beside a named customer), Email and Address when synced.
  • Details: Customer number, Platform ID, Business, Loyalty points, Last seen, Last order and Block reason, each only when the customer has one.
  • Tags: shown as badges. Change them with Edit from the list.
  • Orders through Popcorn AI: the orders placed in conversations, with Order, Date, Total and Status. Click one to open it; see Orders. A customer with none sees “No orders through Popcorn AI yet”. The store figures above cover every order in your store, so they can be higher than this list.
The profile has no edit or block buttons. Edit from the list, and block or unblock from the conversation in the Inbox; see Work a conversation.

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Store sync rules

Synced customers keep a link to the store record (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

1

Start the import

Click Import customers. The dialog says “Upload a CSV or Excel file. Each row needs a phone number.” Choose a file or drag it in. Download a sample file to get started gives you the right columns.
2

Match columns

Tick First row has column names if your file has a header row, then match your columns to First name, Last name, Email, Phone number (required), Tags and Subscribed. Choose Don’t import for any column you do not need, then click Continue. Separate tags with commas, for example tag1, tag2. Subscribed accepts true or false, 1 or 0, yes or no, y or n; an empty cell means subscribed. Phone numbers must be valid and include the country code.
3

Fix errors and import

Rows with problems are flagged so you can correct them in place: names up to 80 characters, tags up to 120 characters in total, and an email that is valid and appears once in the file. When every row is clean, continue to start the import.
The import runs in the background whatever its size. An Importing customers dialog shows the progress; you can close it and the import keeps running. When it ends, Import finished reports how many customers were imported and how many existing ones were updated, and how many rows were skipped, with the reasons under Rows with errors. A file can hold up to 150,000 rows. Longer lists stop with “List too large” and the size to split them into. Existing customers are matched by phone number, and their name, email, tags and subscription are replaced by the file’s values, so a blank cell clears the old value. Tags that do not exist yet are created in the workspace.
An empty Subscribed cell counts as subscribed. If a customer who had unsubscribed is in your file with that cell empty, importing subscribes them again. Fill in no for anyone who must stay out of campaigns.

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Delete customers

  • One customer: choose Delete in the row’s menu. The dialog Delete Sara? (with the customer’s name) says “This can’t be undone.” Under If a customer has conversations, choose Keep them (the default) or Delete them anyway. Click Delete customer. With Keep them, a customer who has conversations is not deleted and you see “Sara has conversations, so they were kept.”
  • Several customers: tick the rows, or tick the header box for the page. The bar above the list shows “N selected” with Delete. When no search or tab narrows the list and you have ticked a whole page, Select all N customers appears and selects every customer in your workspace; Select only this page takes it back. Click Delete, make the same choice, and click Delete customers. The result reads, for example, “40 customers deleted”, with “3 customers were kept because they have conversations”.
  • Deleting all customers, or more than 5,000 at once, runs as a background job. The Deleting customers dialog shows the progress and says “You can close this window. The deletion keeps running.”
Deleting cannot be undone. Delete them anyway removes the customer but not their conversations and orders: “Their conversations and orders stay in Popcorn AI, without a customer profile.” Each conversation stays in the Inbox with its messages, shown as WhatsApp contact (or Guest for Website chat) instead of the customer’s name.