---
conversation_id: "215473993397828"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473993397828"
shopify_domain: "rw8fwu-gx.myshopify.com"
shopify_url: "https://rw8fwu-gx.myshopify.com"
company_name: "Endless Summer Swim"
is_vip: false
app: "Notify Me!"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-20T17:35:27Z"
closed_at: "2026-04-22T14:47:47Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mo Ramez", "Nilou", "Sam"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Erika Polanco"
customer_email: "info@endlesssummerswim.shop"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 333
seconds_from_start_to_review_ask: 4838
seconds_from_handoff_to_review_ask: 4837
seconds_from_first_reply_to_review_ask: 4505
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 19
customer_message_count: 5
admin_message_count_total: 15
note_count: 3
customer_word_count: 53
admin_word_count: 453
count_reopens: 0
count_assignments: 2
handling_time_seconds: 3145
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: "215474015333020"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474015333020"
review_rating: 5
review_posted_at: "2026-04-22T02:16:58Z"
seconds_from_ask_to_review: 112853
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 215473993397828 — Endless Summer Swim ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473993397828)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474015333020)  ·  🔗 [Visit Shopify store](https://rw8fwu-gx.myshopify.com)

## Overview
- **Merchant:** Erika Polanco — `info@endlesssummerswim.shop` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** rw8fwu-gx.myshopify.com · 🌍 Inglewood, California, United States
- **App:** Notify Me! *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2025-01-31

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-18 14:48:05 UTC
- **Install to conversation start:** 2 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 2

## Summary
Erika Polanco, a new merchant, installed the Notify Me app and reached out after setup. Agent Nilou proactively reviewed the store, offered CSS styling improvements to match the store's branding, and suggested moving the wishlist heart icon to the header. Erika also asked how to receive email notifications for each back-in-stock signup, which Nilou explained via the settings. All requested changes were applied and the merchant left a review.

> "Completed! Thank you!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 17:35:27 | +0s | — |
| Handed to human (Nilou) | 2026-04-20 17:35:28 | +1s | +0s |
| First reply to customer | 2026-04-20 17:41:00 | +5m 33s | +5m 32s |
| Review requested by Nilou | 2026-04-20 18:56:05 | +1h 20m | +1h 20m |
| Conversation closed | 2026-04-22 14:47:47 | +1d 21h | +1d 21h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 02:16:58 | +1d 8h | +1d 8h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Email notification per signup | Merchant asked how to receive an email each time a customer requests a back-in-stock notification. | yes |
| 2 | How-To / Setup | Widget styling and customisation | Agent proactively offered and applied CSS styling to the Notify Me button and moved the wishlist heart icon to the header. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1h 20m after conversation start (+1h 20m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 02:16:58 UTC
- **Time from ask to review publish:** +1d 7h
- **Time from conversation start to publish:** +1d 8h
- **Match method:** `ok`
- **Shop name on review:** Endless Summer Swim
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Enjoying the app so far! Nilou has been a great help. Thank you Nilou!

## Statistics
- **Messages:** 19 (5 customer, 15 admin)
- **Internal notes:** 3
- **Word count:** customer 53, admins 453
- **Total handling time (Intercom):** +52m 25s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (Mo Ramez, Nilou, Sam)
- **Primary assignee:** Nilou
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Automate Snoozing Started
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate who provided helpful customization options and clear answers, leading to a low-effort, resolved interaction with strong positive sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 19 messages</summary>

**[2026-04-20 17:35:27] user/Erika Polanco [source]**

> I just installed Notify Me

**[2026-04-20 17:35:28] admin/Mo Ramez [note]**

> shopify_domain: rw8fwu-gx.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: True
> wishlist_is_activated: True

**[2026-04-20 17:41:00] admin/Nilou**

> Hi Erika, ﻿​﻿
>  Welcome to Notify Me! This is Nilou 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.

**[2026-04-20 17:45:26] admin/Nilou**

> The Notify me button is added and collecting requests. However, I am going to apply a CSS style to the button so all the elements can match your beautiful store, better😊 This is how it's being displayed at the moment:
>  [Image] Please let me know if you have any questions or requests in the meantime ^-^

**[2026-04-20 17:52:04] admin/Nilou**

> Here's a preview of what I had in mind:
>  [Image] I'd love to hear your thoughts and feedback ^-^

**[2026-04-20 17:52:19] admin/Nilou**

> 💡 Also quick suggestion for you – I noticed the wishlist access button is currently in the bottom left corner. Would you be interested in moving it to your header as a heart icon instead?
> 
>  [Image] It tends to be more visible and intuitive for customers up there, and the heart icon is instantly recognizable. Could help improve engagement with your wishlist feature.
>  Let me know if you'd like me to make that change for you – takes just a minute!

**[2026-04-20 17:52:28] admin/Nilou [note]**

> https://www.endlesssummerswim.shop/products/mia?variant=47158858121445&amp;is_shop_owner=true

**[2026-04-20 17:56:07] user/Erika Polanco**

> Hi! Thank you!
>  Can I receive an email each time someone wants to be notified?

**[2026-04-20 18:01:40] admin/Nilou**

> Hi there, You're absolutely welcome!😍🌻 I'll be happy to make these styles live if you like them ^-^ May I? And answer to your question, Yes! You can set this part on the settings section -&gt; Notifications to 1 so you'll be notified after each customer signs up for an out of stock item:
>  [Image]

**[2026-04-20 18:37:34] user/Erika Polanco**

> Great! Thank you!

**[2026-04-20 18:39:32] user/Erika Polanco**

> Hi! Yes, let’s change it to the pink option. As well as change the wishlist heart to the top of the page.
>  Thank you so much!

**[2026-04-20 18:54:27] admin/Nilou**

> Hi there, You're most welcome!😍 All changes have been added✅
>  [Image] Please feel free to check and let me know if anything is not to your liking. I'm here for you. ^-^

**[2026-04-20 18:56:05] admin/Nilou**

> Also, if nothing else for now, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time. I was wondering if you feel I’ve provided you with 5-star service,
>  would you mind leaving us a quick review? As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day😍 of course, only if you’d like. You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-21 18:56:07] bot/Luna**

> Hey there,
> 
>  It looks like you're busy as we haven't heard back from you. Just a quick check-in to see if our previous message has reached you?

**[2026-04-21 20:41:31] user/Erika Polanco**

> Completed! Thank you! ​

**[2026-04-21 20:43:45] admin/Sam [note]**

> 😍

**[2026-04-22 14:47:42] admin/Nilou**

> Hi there, You're absolutely welcome! Thank you! Really appreciate your kindness 🥹🙏 If you're all set, I'll close this thread for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-04-22 14:47:58] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-04-22 14:47:59] bot/Luna**

> [Conversation Rating Request]

</details>
