Dashboard, Automated Campaigns, and Spotlight are marked as beta in the app. Their numbers and behaviour may still change.
Workspace
Your workspace is your business’s account in Popcorn: its store connection, channels, agents, Knowledge Base, team, and credits. Sign-up creates one; teammates you invite join it. Workspace-wide settings live under Settings, grouped into Personal, Workspace, Automation, Commerce, and Developer. Settings → General holds the default currency, product options, and Working Hours, which restrict when campaigns can be sent and define business hours for reports. The app is available in English, Arabic, and Spanish (Language in the sidebar). See Workspace settings.AI agents
An agent is a set of instructions plus the capabilities you switch on for it. Your workspace gets its first agent from onboarding, built from your website; you can create more with New Agent. Each agent has these tabs:
Default agent. One agent carries the Default badge. It answers every connected number that is not assigned to another agent, the website chat, and the sandbox. Use Set as default in the agents list to change it; the agent must be published first (Publish to set as default).
Draft, publish, versions. Saving an agent creates a draft that customers do not see. Publish changes makes it live for new customer chats; in the same dialog you can tick Also update customer chats already in progress and Also include chats a teammate is handling, and leave an Internal note. Version history lists every published version and lets you roll back to one, with a Rollback reason. Test Agent opens a chat with the agent in your browser. See Agents overview and Test and publish.
Channels
A channel is where customers reach the agent. Channels lists two:- WhatsApp. Connect a WhatsApp Business number with Login with Facebook. The Account tab lists your numbers (one is marked default with Make default), Profile manages the business profile customers see on WhatsApp, and Widget builds a click-to-chat button for your site. Products in WhatsApp connects your Meta catalog so the agent can send product cards. See Channels overview and Connect WhatsApp.
- Website Chat. A chat window for your website, configured on the Chat and Design tabs. Turn on Show on my store to display it on your connected store, or paste the Embed Code yourself. See Website Chat.
Knowledge Base
The Knowledge Base (Agents → Knowledge) is what your agents read before they answer. It is organized in folders, and each agent is given access folder by folder. Inside a folder, articles are written from scratch, imported with Import from a link, or created with Upload a document.
Articles can also carry Archived, Outdated (the original source changed since you published), and Possible duplicate labels. Publishing keeps a version history, and the Used by AI column shows which articles the agent actually cited in conversations. Onboarding fills the Knowledge Base with the website pages you selected. See Knowledge Base overview.
Tools
A tool is an action the agent can take during a conversation beyond answering from knowledge: looking something up in another system or sending data to it. Store capabilities such as product search, checkout, and order tracking are built in and switched on in Configuration; anything else is a custom tool you build under Tools or add from the marketplace, then connect on the agent’s Tools tab. See Custom tools.Conversations and the Inbox
Every exchange with a customer is a conversation with a source (WhatsApp, Website Widget, Template for chats your team started, or Sandbox) and a state:
Handover is the move from autopilot to your team. It happens when the agent decides to hand over (the customer asks for a person, or a case you described in the Handover instructions occurs), when the AI Manager gives up after its maximum retries, when the workspace has no credits left, or when no valid agent is configured. Failed one-to-one WhatsApp messages also land in Needs Attention. On handover Popcorn notifies the workspace admin in the app, plus Slack or email if the agent’s Notifications are set up, and marks the handover point in the conversation. Your team can hand a conversation back with Assign to your AI Assistant.
The 24-hour window. WhatsApp lets a business send free-form messages only within 24 hours of the customer’s last message. In a conversation your team is handling, the Inbox shows “To keep the conversation going, reply within” with a countdown. When it expires, the only way to write to the customer is an approved template through Send Template; a plain message fails. The window applies to WhatsApp only, not to website chat. See Inbox overview and Working conversations.
Campaigns, automated campaigns, and templates
Mass Marketing holds three things:- Templates are WhatsApp message formats that Meta must approve before you can send them outside the 24-hour window. See Templates.
- Campaigns are one-off sends of an approved template to an audience you filter. Replies can be handled by the agent (Autopilot Mode) or routed to your team. Contacts WhatsApp repeatedly cannot reach are excluded automatically. See Send a campaign.
- Automated Campaigns (beta) send a template when something happens in your store, such as an abandoned cart or an order event. See Automated campaigns.
Credits
Credits are the unit Popcorn bills by. Your plan adds a monthly allowance, and Billing shows what remains.
Messages your team types in the Inbox are not charged. The AI Manager evaluator is marked in the app as using 2X credits. New workspaces start with 100 free credits. When credits reach zero, the agent stops replying and every new customer message is handed to your team until you top up. You can buy extra credits in blocks of 1,000, turn on Auto top-up, or renew early; Billing → Credit Usage breaks spending down by source (Inbox, Campaigns, Automated campaigns) and can be exported as CSV. See Plans and credits and Credit usage.
Connected store
Connecting Shopify, Salla, or Zid under Integrations syncs products and inventory, customers and orders, cart and checkout, and order tracking. That is what lets the agent recommend real products, complete an order in the chat, and answer “where is my order”. Meta Business syncs the same catalog to Meta so WhatsApp can show product cards. Commerce health on the Integrations page rates the connection Healthy, Degraded, Broken, or No recent data. See Integrations overview.Team and roles
Invite colleagues under Settings → Team Members; Roles & Permissions decides what each person can do. The sidebar hides sections a role cannot view.
See Team and roles.
Where things are in the app
Settings → AI Assistants connects ChatGPT, Claude, or Codex to your workspace so you can run it by chatting with them; they ask before anything irreversible and stay within your role. Settings → API Keys & Webhooks is for developers. See AI Assistants and the API Reference.