---
conversation_id: "215473877251769"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473877251769?view=List"
shopify_domain: "xitkfh-vn.myshopify.com"
shopify_url: "https://xitkfh-vn.myshopify.com"
company_name: "Mahj Mood"
is_vip: false
app: "Notify Me!"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-12T19:59:53Z"
closed_at: "2026-05-19T12:35:12Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Dela", "Grace", "Harry", "Mason", "Melissa", "Mo Ramez", "Nilou", "Rick"]
agent_count: 8
agent_count_bucket: "3+"
customer_name: "Jessica Butler"
customer_email: "mahjmood@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 784
seconds_from_start_to_review_ask: 2206
seconds_from_handoff_to_review_ask: 2205
seconds_from_first_reply_to_review_ask: 1422
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 45
customer_message_count: 16
admin_message_count_total: 68
note_count: 7
customer_word_count: 332
admin_word_count: 1387
count_reopens: 3
count_assignments: 5
handling_time_seconds: 82348
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474356317459"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474356317459?view=List"
review_rating: 5
review_posted_at: "2026-05-19T02:18:42Z"
seconds_from_ask_to_review: 3130923
summary: null
sentiment: null
resolution_status: null
merchant_agreed_to_review: null
num_issues: null
competitors_mentioned: []
refund_discussed: null
blockers: []
key_quote: null
---

# Conversation 215473877251769 — Mahj Mood ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473877251769?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474356317459?view=List)  ·  🔗 [Visit Shopify store](https://xitkfh-vn.myshopify.com)

## Overview
- **Merchant:** Jessica Butler — `mahjmood@gmail.com` (personal address on a free email provider)
- **Store:** xitkfh-vn.myshopify.com · 🌍 Fort Worth, Texas, United States
- **App:** Notify Me! *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2025-06-27

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2026-04-12 19:52:37 UTC
- **Install to conversation start:** 7 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 150
- **Wishlist items count:** 53

## Summary
Jessica Butler recently installed the Notify Me app and reached out after receiving a proactive onboarding message. The support agent helped her customize widget colors to match her store's mint/green theme, explained how to access back-in-stock subscriber lists, and walked her through paid plan options. After some delays due to a busy product launch, Jessica successfully upgraded to the Starter plan using a 50% discount code provided by the agent, and left a positive review.

> "Thank you! It worked! I think I upgraded!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-12 19:59:53 | +0s | — |
| Handed to human (Mason) | 2026-04-12 19:59:54 | +1s | +0s |
| First reply to customer | 2026-04-12 20:12:57 | +13m 4s | +13m 3s |
| Review requested by Mason | 2026-04-12 20:36:39 | +36m 46s | +36m 45s |
| Conversation closed | 2026-05-19 12:35:12 | +36d 16h | +36d 16h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 02:18:42 | +36d 6h | +36d 6h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget color customization | Merchant wanted the app widgets to better align with her website's mint/green color scheme. | yes |
| 2 | How-To / Setup | Accessing back-in-stock subscriber list | Merchant asked how to access the list of customers who signed up for back-in-stock notifications. | yes |
| 3 | Billing | Plan upgrade with discount | Merchant asked to understand paid membership options and requested help upgrading to the Starter plan with a discount. | yes |
| 4 | Technical Bug | Review submission issue | Merchant reported being kicked out when trying to submit a review. | yes |
| 5 | Billing | Expired discount code | Merchant reported that the discount code had expired before she could use it and requested reactivation. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +36m 46s after conversation start (+36m 45s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 02:18:42 UTC
- **Time from ask to review publish:** +36d 5h
- **Time from conversation start to publish:** +36d 6h
- **Match method:** `ok`
- **Shop name on review:** Mahj Mood
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> The app has been a great addition to my Shopify page and so far has been easy to use. Mason with their customer support team has been a huge help and very responsive with any questions. Highly recommend!

## Statistics
- **Messages:** 45 (16 customer, 68 admin)
- **Internal notes:** 7
- **Word count:** customer 332, admins 1387
- **Total handling time (Intercom):** +22h 52m
- **Reopens:** 3
- **Assignments:** 5

## People involved
- **Agents who worked on it:** 8 (Dela, Grace, Harry, Mason, Melissa, Mo Ramez, Nilou, Rick)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Customization, Notify Me - asked for review, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review, NM - New Installation - Proactive, NM - Customization Suggestion

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate who helped customize the widget and explained paid plans clearly, resulting in issue resolution and satisfaction.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** Mailchimp
- **External blockers:** - Discount code expired before merchant had time to upgrade, requiring manual reactivation by the agent

## Full transcript
<details>
<summary>Click to expand — 45 messages</summary>

**[2026-04-12 19:59:53] user/Jessica Butler [source]**

> I just installed Notify Me

**[2026-04-12 19:59:54] admin/Mo Ramez [note]**

> shopify_domain: xitkfh-vn.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: False
> low_stock_is_activated: False
> wishlist_is_activated: True

**[2026-04-12 20:12:57] admin/Mason**

> Hi Jessica, ﻿​﻿
>  Welcome to Notify Me! This is Mason from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-04-12 20:15:23] admin/Mason**

> The buttons seem to be perfectly set up, and it already matches your beautiful shop.
>  I wanted to let you know that we can customize our widget to better align with your theme. Here is a suggestion: ﻿​﻿﻿Before:
> 
>  [Image] After:
> 
>  [Image] What do you think? If you're interested in these changes (or any other style), just reply to this message and I'll take care of it, absolutely free of charge! 😊
> 
>  Looking forward to your reply.
>  Best,

**[2026-04-12 20:17:47] user/Jessica Butler**

> Hey Mason! I’m interested in widgets aligning better with our website but your examples didnt load in the email for me to see.
>  -Jessica

**[2026-04-12 20:19:03] user/Jessica Butler**

> They just loaded for me. Could we change them to the mint/green color you suggested? ​

**[2026-04-12 20:34:25] admin/Mason**

> Hi there,
>  Sure thing, I have changed the colors. Could you please check it out?

**[2026-04-12 20:35:31] user/Jessica Butler**

> It looks great, thank you! ​

**[2026-04-12 20:36:39] admin/Mason**

> Great then, you're most welcome.
>  Is there anything else I can help you with?
> 
>  Also, I was wondering, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
> 
>  It means a lot to me and makes my day! Thanks for your kindness in advance.

**[2026-04-12 22:42:01] user/Jessica Butler**

> Yes I will definitely do that! Question- if someone clicks notify me for an out of stock item and they out their information. How do I access that list? I do have mailchimp integrated into my store too.

**[2026-04-12 22:48:01] admin/Grace [note]**

> yayyy 😍

**[2026-04-13 11:40:02] admin/Mason**

> Hi there.
>  Thanks so much! Can't wait to see your kind words!
> 
>  If someone clicks "Notify Me" for an out-of-stock item and submits their information, you can access the list of these requests in your app dashboard:
>  - Open the Notify Me! app in your Shopify admin.
> - Go to the Back In Stock tab.
> - Click on Requests.
>  Here, you'll see a list of all customer requests, including customer names, email addresses, and the products they requested. Please note: Access to full customer contact data requires a paid plan. On the free plan, these details are hidden.

**[2026-04-13 11:40:16] admin/Mason [note]**

> Mason followup

**[2026-04-15 11:55:55] admin/Mason**

> Hi Jessica,
> 
>  I hope everything’s going great on your side!
> 
>  I just wanted to follow up real quick and see if you had a moment to leave that review we talked about. If you’ve already done it—huge thanks! 🙏 If not, no worries at all, just wanted to gently remind you because your words really mean a lot to us (and to me, personally!).
> 
>  Here’s the link again in case you need it:
>  👉 Leave a review ​
>  Thanks a million, and as always, I’m here if you need anything else.
> 
>  Warm regards,
>  Mason

**[2026-04-15 18:06:58] user/Jessica Butler**

> Hey Mason! I actually tried to do it and it keeps kicking me out for some reason. I’ll try again.
>  Could you help me understand the different paid memberships because we would like to transition to one of those.
>  Thank you,

**[2026-04-18 08:24:10] admin/Mason**

> Oh, thanks so much for trying that, I really appreciate it 😊
> 
>  Would you mind letting me know what happens on your end? For example, do you see any error message, or does something specific occur when you try to submit the review that prevents it from going through?
> 
>  That’ll help me understand what might be causing the issue 🙏
>  Also here’s an overview of the different paid Notify Me plans and what they include:
> 
>  Available Plans &amp; Pricing:
> 
>  - Kickstarter: $9.90/month (for eligible new Shopify Basic stores)
> - Starter: $19.90/month
> - Standard: $39.90/month
> - Rocket: $69.90/month
> - Notify Me Plus: Custom pricing
>  Back in Stock Notification Limits (per month):
> 
>  - Kickstarter/Starter: 500
> - Standard: 1,500
> - Rocket: 5,000
> - Plus: Unlimited Notifications include first alert, reminder, and thank you messages. If you reach your monthly limit, notifications pause until the next billing cycle or upgrade. There are no overage fees for notifications.
>  Features by Plan:
> 
>  - All plans: Back in stock notifications, auto-send, email/SMS/WhatsApp channels, product page widget
> - Standard+: Collection/home page widgets
> - Starter+: Push notifications
> - Rocket+: Manual resend/reminder notifications, advanced reporting
> - Plus: Multi-location inventory support, public API access
>  Wishlist &amp; Preorder:
> 
>  - Wishlist actions: 2,000 (Kickstarter/Starter), 10,000 (Standard), 25,000 (Rocket), Unlimited (Plus)
> - Preorders: 500 (Kickstarter/Starter), 1,500 (Standard), 10,000 (Rocket), Unlimited (Plus). Preorders use a soft limit model—overages incur a small fee, but collection continues.
>  Integrations:
> 
>  - All plans: WhatsApp, PageFly, EComposer, GemPages, PushOwl
> - Standard+: Shopify Customers
> - Rocket/Plus: Klaviyo, Omnisend, Mailchimp
> - Plus: Public API
>  Caveats:
> 
>  - Kickstarter plan is only for new Shopify Basic stores under one year old. (If you want, I can talk to the team to see if I can activate this plan for you)
> - Free default messages: 5 SMS and 5 WhatsApp (lifetime).
>  You can choose a plan based on your notification volume, feature needs, and integrations.

**[2026-04-21 08:24:12] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-04-21 08:24:13] bot/Luna**

> [Conversation Rating Request]

**[2026-04-27 15:21:26] user/Jessica Butler [open]**

> Mason- would you be able to upgrade me to starter?

**[2026-04-27 16:35:54] admin/Mason**

> Hi there! I hope you’re doing well 😊
>  Unfortunately, I’m not able to upgrade your account to a paid plan on your behalf, as this needs to be confirmed directly from your Shopify side.
> 
>  That said, if you’re planning to upgrade, I’d be happy to check in with our sales team and see if there’s a discount code I can offer you.
> 
>  Just let me know!

**[2026-04-27 17:46:10] user/Jessica Butler**

> That would be amazing, thank you! I’ll wait to hear back from you to see if there is a discount code!
>  -Jessica

**[2026-04-28 14:36:50] admin/Mason**

> Hi there,
>  That sounds great 😊
>  I’ve checked with our sales team, and I’m happy to offer you a 50% discount on the Starter plan for 4 months.
>  Would that work for you?

**[2026-04-28 14:41:49] user/Jessica Butler**

> That would be amazing! ​

**[2026-04-28 14:46:16] admin/Mason**

> Great!
>  I have applied the discount code to your account.
>  You can now use it to upgrade your plan whenever you're ready.
> 
>  dearjessica50
> 
>  [Image]
>  Please check it out and let me know how it goes.

**[2026-04-28 15:06:15] user/Jessica Butler**

> Thank you! I plan to sign up tomorrow! ​

**[2026-04-28 15:19:28] admin/Mason**

> Okay then. Whenever you have checked it, let me know how it went and whether the code worked correctly or not.
> 
>  Also, I just wanted to follow up real quick and see if you had a moment to leave that review we talked about. If you’ve already done it—huge thanks! 🙏 If not, no worries at all, just wanted to gently remind you because your words really mean a lot to us (and to me, personally!).
> 
>  Here’s the link again in case you need it:
>  👉 Leave a review ​
>  Thanks a million, and as always, I’m here if you need anything else.
> 
>  Warm regards,

**[2026-05-04 09:28:40] admin/Mason**

> Hello Jessica,
>  I hope you are doing well.
> 
>  I noticed that your plan has not been upgraded yet, and I wanted to kindly remind you that discount codes have an expiration date and may expire after some time. If you find that your code has expired, please let me know. I am happy to assist you with reactivating it.

**[2026-05-04 13:33:01] user/Jessica Butler**

> Hey Mason so sorry! We had a product launch Friday and have been crazy busy packing orders. I plan to do this today or tomorrow if I get a chance and I’ll reach out it for some reason it expired.
>  Thank you!!

**[2026-05-06 08:54:22] admin/Mason [note]**

> Please let me know on Discord if they had replied.

**[2026-05-11 11:36:21] admin/Mason**

> Hey Jessica!
>  Hope everything went well with the launch and that things have calmed down a bit 😊
> 
>  Just wanted to follow up and see how things are going on your end. Were you able to give it a try, or is there anything I can help with?
> 
>  If anything expired or needs to be set up again, just let me know and I’ll take care of it for you.

**[2026-05-14 11:37:10] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-05-14 11:37:11] bot/Luna**

> [Conversation Rating Request]

**[2026-05-14 11:44:18] user/Jessica Butler [open]**

> Hey Mason,
>  Sorry we have been very busy but I’m hoping to have some time today to work on the site and update this.
>  Thank you,
>  Jessica

**[2026-05-14 11:50:45] admin/Nilou [note]**

> I'll set this for you dear

**[2026-05-16 06:58:45] admin/Mason**

> Hey Jessica.
> 
>  No worries at all, totally understand how busy things can get!
> 
>  Feel free to take your time and check it whenever it works for you. And if you need any help along the way, just let me know, I’m here for you .

**[2026-05-18 17:24:56] user/Jessica Butler**

> Hey Mason! I have some time available today and was going to go in and upgrade my package. Would you be able to generate the code again because it did indeed say that the current one was expired.
>  Thank you!
>  Jessica Butler

**[2026-05-18 18:35:56] admin/Mason**

> Hey Jessica! 😊
> 
>  Great to hear from you!
>  I’ve gone ahead and reactivated the code for you, so you should be all set now 🙌
>  Whenever you get a chance, give it a quick try and let me know how it goes on your end.
> 
>  If anything feels off or you run into anything at all, just ping me, I’ve got you 👍
> 
>  dearjessica50
> 
>  Excited to hear how it goes!

**[2026-05-18 19:44:00] user/Jessica Butler**

> Thank you! It worked! I think I upgraded!

**[2026-05-18 20:25:41] admin/Dela [note]**

> YAY! Both upsell and review😎💸 Mason

**[2026-05-18 20:59:37] admin/Mason**

> Yay! I can see you’ve upgraded to the Starter plan 🤩
> 
>  That’s awesome, everything should be working smoothly for you now!
> 
>  Is there anything else I can help you with?
> 
>  And if everything’s looking good on your end, I have a small favor to ask 😊
>  Would you mind leaving us a quick review before you go?
> 
>  Mentioning my name would truly be the cherry on top 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-18 21:22:51] user/Jessica Butler**

> I'll definitely reach out as I explore more of the capabilities now that I am upgraded. I appreciate your help and I was able to get access this time and submit a review. Already submitted!

**[2026-05-18 21:52:29] admin/Grace [note]**

> 😍

**[2026-05-19 08:34:42] admin/Mason**

> Hi Jessica,
>  I hope you are doing well 😊
> 
>  I just saw the review you left and I wanted to personally thank you for taking the time to share your feedback. It truly means a lot to us and honestly made my day.
>  If there is nothing else you need help with right now, I will go ahead and close this ticket. That said, please feel free to reach out anytime you have a question or need assistance. I am always happy to help.
> 
>  Wishing you a great day ahead.
>  Warm regards,

**[2026-05-19 12:30:55] user/Jessica Butler [open]**

> Thank you!!!

**[2026-05-19 12:35:11] admin/Mason**

> Wishing you a wonderful day ahead! Take care!

</details>
