Home shows a notice that its insights are in beta, and Spotlight is free during its beta. Their numbers and behaviour may still change.
Workspace
Your workspace is your business’s account in Popcorn: its store connection, channels, agents, Knowledge, team, and credits. Setup creates one; teammates you invite join it, and one account can create more workspaces for other stores or brands. Workspace-wide options live under Settings, grouped into Personal, Workspace, Automation, Commerce and Developer. Settings → General holds the default currency, product options, and Working hours, which can hold campaigns until your business hours. The workspace menu at the top of the sidebar switches workspaces and holds Settings, Team members, Plan and billing, Language (English, Arabic and Spanish) and Sign out. 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 setup, built from your website; you can create more with New agent. Each agent has five tabs:
Default agent. One agent carries the Default badge. It answers every connected number that is not assigned to another agent, Website chat that does not name an agent, 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. Edits are saved as a draft that customers do not see. Publish changes makes it live for new chats; in the same dialog you choose New chats only or New chats and chats in progress, and can add a note. Version history lists every version and lets you roll back. Test agent opens a chat with the published version in your browser. See Agents overview and Test and publish.
Channels
A channel is where customers reach the agent. Open Integrations to set up either:- WhatsApp. Connect a WhatsApp Business number through Meta’s sign-up window. The number’s page lists Connected numbers (one is the default, with Make default), the business Profile customers see, and a Website button that opens a chat from your site. Products in WhatsApp connects your Meta catalog so the agent can send product cards. See Channels overview and Connect a WhatsApp number.
- Website chat. A chat window for your website, configured on the Chat and Design tabs. Copy the embed code and paste it into your pages. See Set up Website chat.
Knowledge
Knowledge, under Your agent in the sidebar, 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 a link, or created from a document.
The Used by agent column shows which articles the agent matched and cited in conversations. Setup fills a Business Knowledge Base folder with the website pages it picked, or with the description you wrote. See Knowledge 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 recommendations, orders and order tracking are built in and switched on under Actions. Anything else is a custom tool you build, or add from the Tools showcase, then switch on in the Tools panel of the agent’s Actions tab. See Custom tools.Conversations and the Inbox
Every exchange with a customer is a conversation, on WhatsApp, Website widget, Template (one your team started with a template), API or Sandbox. The Inbox folders show who is replying:
A handover is the move from the agent to your team. It happens when the agent decides to hand over (the customer asks for a person, or a case in your Handoff rules occurs), when Check replies before sending gives up after its last retry, when spam or off-topic messages repeat, when the workspace has no credits left, or when no agent is set up for the number. A one-to-one WhatsApp message that failed for good also lands in Needs you. On handover the conversation goes to Unassigned, the agent pauses, and Popcorn alerts the people you chose in Settings → Notifications, plus Slack or email if the agent’s Alerts are on. Your team can give a conversation back with Hand back to agent.
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, a line above the message box shows a countdown. When it expires the only way to write is an approved template through Send template. Website chat and API conversations have no window. See Inbox overview and Work a conversation.
Campaigns and templates
Campaigns holds three tabs: One-time, Automated and Templates.- Templates are WhatsApp message formats that Meta must approve before you can send them outside the 24-hour window. See Templates.
- One-time campaigns send an approved template to an audience you build, now or at a time you schedule. Customers whose last two marketing messages WhatsApp reported as undeliverable are left out automatically. See Send a campaign.
- Automated campaigns 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 Plan and billing shows what remains. The sidebar shows the credits left under your agent.
Messages your team types in the Inbox are not charged, and neither are test chats from setup and Home. A new workspace starts with 100 free credits that expire after a month. When credits reach zero, the agent stops replying, the agent card in the sidebar reads Stopped, out of credits, and every new customer message goes to your team until you top up. You can buy extra credits in blocks of 1,000, turn on automatic top-up, or renew early; Credit usage breaks spending down by source 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. Store health on Integrations rates the connection Healthy, Partly working, Not working, No recent activity or Not configured. See Connect your store.Team and roles
Invite colleagues under Settings → Team members; Roles and permissions shows what each role 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 and webhooks is for developers. See AI assistants and the API reference.