Workspace settings

Settings → General holds the options that apply to the whole workspace: how the Inbox treats media, which template is used when a WhatsApp reply falls outside the 24-hour window, the working hours that hold campaigns, the currency and product options the AI agent works with, and VAT handling for Zid catalogs. Every teammate is affected by what you save here.

Before you start

You need settings view access to open the page (Owner, Admin, Manager) and settings edit access to save (Owner, Admin). A Manager can read the page but Save changes fails. See Team and roles.
Edits are applied only when you click Save changes in the Unsaved changes bar; Discard reverts them. A successful save reads “Saved”.

Email settings

The first card shows the email address of the account you are signed in with, marked Verified. It is informational; the address itself is changed nowhere in Settings.

Inbox

Setting	What it does
Support in-message media types	When on, images, videos and documents a customer sends are passed to the AI agent, which keeps handling the conversation. When off, a conversation in which the customer sends such a file leaves Autopilot and goes to the Unassigned folder for your team. Voice notes, locations, button and list replies, catalog orders and address-form responses are always handled by the agent regardless of this setting.
Media not supported message	The text sent to the customer when the agent cannot handle a file and the conversation is handed over. Leave it empty to hand over silently.
Enable auto follow-up within 24-hour response window	Turning this on reveals the Template for auto follow-up selector below.
Template for auto follow-up	An approved WhatsApp template. On a number running in coexistence with the WhatsApp Business app, when a reply cannot be delivered because the customer’s 24-hour window has closed, Popcorn sends this template instead. See WhatsApp coexistence.

The agent’s own follow-up messages (how many, after how long, with what instructions) are configured per agent under Follow-up in the agent’s Configuration tab; see Capabilities. The Notifications card below the Inbox card holds a single toggle, Send notifications for new conversation assignment. Your own inbox alerts are controlled per person under Settings → Notifications (see Profile and notifications) and per agent under the agent’s notification settings.

Working Hours

“Set the hours used for business-hours reports and campaign restrictions.”

Setting	What it does
Restrict to working hours	When on, a campaign launched outside the hours below is held and starts sending at the next Working Hours Start. “When off, campaigns can be sent at any time.”
Working Hours Start / Working Hours End	Times in the workspace timezone (Settings → Profile → Timezone). Overnight ranges such as 22:00 to 06:00 are allowed.

Reports always use these hours for Median FRT (Business Hours) and the business-hours column of the conversation export, whether or not the restriction toggle is on. If you have never set them, reports assume 09:00 to 17:00. See Reports. Working hours do not stop the AI agent from replying; it answers customers around the clock.

Products

Setting	What it does
Default Currency	The currency used on the Dashboard, in shipping fees, and in the price the agent quotes when currency visibility is on. Pick the currency your store sells in.
Enable quantity for products	When on, stock quantities are shown in Products, the agent sees the available quantity of each product it recommends, and a product whose stock is 0 is marked inactive when it syncs or is saved, so the agent stops recommending it. When off, stock is ignored.
Enable custom options for products	When on, each product page shows a Custom Options section: “Add custom fields to collect additional information from customers during checkout”, such as a gifter name or engraving text, optionally with an extra price.
Enable currency visibility for agent	When on, the agent is told that all product prices are in the Default Currency and mentions it when quoting prices.

Catalog behaviour, recommendation weights and the product page are described in Product catalog.

VAT Configuration

Applies to Zid stores only: “Configure VAT handling for Zid product synchronization.”

Setting	What it does
Add VAT to Zid prices	”Enable only if your Zid store shows prices without VAT.” When on, Popcorn adds VAT to every product price (and sale price) as it syncs from Zid, so the agent quotes the price the customer pays.
VAT percentage (%)	The rate to add, for example `15` for 15%. The page shows the worked example “Zid price $256.52 + 15% VAT =$ 295.00 stored in Popcorn.”

The adjustment is applied at sync time and does not affect Shopify or Salla catalogs. After changing it, use Resync products on the Zid integration so existing prices are refreshed; see Zid.

Troubleshooting

Symptom	Cause and fix
Save changes fails with a permission error	Your role can view settings but not edit them (Manager). Ask an Owner or Admin.
A campaign launched during the day has not started sending	Restrict to working hours is on and the current time is outside Working Hours Start to End in the workspace timezone. It starts at the next Working Hours Start. Check the timezone on Settings → Profile.
The agent keeps recommending out-of-stock products	Turn on Enable quantity for products, then Resync products so stock levels mark them inactive.
The agent quotes prices without a currency, or the wrong one	Set Default Currency and turn on Enable currency visibility for agent.
Zid prices in Popcorn are lower than in your store	Your Zid store shows prices without VAT. Turn on Add VAT to Zid prices, enter the rate, save and resync.
Customers sending photos are handed to your team every time	Support in-message media types is off. Turn it on if you want the agent to handle images and documents.

Profile and notifications for the workspace timezone
Shipping and payment for the other checkout-related settings
Send a campaign for how working hours affect a launch
Reports for the business-hours response-time figures
Product catalog for stock, custom options and recommendation weights

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Before you start

Email settings

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Working Hours

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VAT Configuration

Troubleshooting

​Before you start

​Email settings

​Inbox

​Working Hours

​Products

​VAT Configuration

​Troubleshooting

​Related

Before you start

Email settings

Inbox

Working Hours

Products

VAT Configuration

Troubleshooting

Related