---
conversation_id: "215473995423137"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473995423137?view=List"
shopify_domain: "boutiquekitschnswell.myshopify.com"
shopify_url: "https://boutiquekitschnswell.myshopify.com"
company_name: "Kitsch'N Swell"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-20T19:28:45Z"
closed_at: "2026-04-21T05:43:16Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "French"
region: "CAN"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Mo Ramez", "Nilou"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Boutique Kitsch'n Swell"
customer_email: "kitschnswell@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 124
seconds_from_start_to_review_ask: 1607
seconds_from_handoff_to_review_ask: 1605
seconds_from_first_reply_to_review_ask: 1483
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 54
customer_message_count: 24
admin_message_count_total: 31
note_count: 2
customer_word_count: 500
admin_word_count: 657
count_reopens: 0
count_assignments: 2
handling_time_seconds: 6442
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: "215473999844374"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473999844374"
review_rating: 5
review_posted_at: "2026-04-21T02:16:25Z"
seconds_from_ask_to_review: 22853
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 215473995423137 — Kitsch'N Swell ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473995423137?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473999844374)  ·  🔗 [Visit Shopify store](https://boutiquekitschnswell.myshopify.com)

## Overview
- **Merchant:** Boutique Kitsch'n Swell — `kitschnswell@gmail.com` (personal address on a free email provider)
- **Store:** boutiquekitschnswell.myshopify.com · 🌍 Montreal, Quebec, Canada
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** French

## Store profile
- **Shopify plan:** Grow
- **Currency:** CAD
- **Store created on Shopify:** 2024-06-17

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2026-04-20 19:21:12 UTC
- **Install to conversation start:** 7 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 76
- **Wishlist items count:** 59

## Summary
A newly installed merchant (Boutique Kitsch'n Swell) reached out after installing the Notify Me app. Agent Nilou proactively repositioned the widget to better match the store theme, updated button and confirmation message wording in multiple languages per the merchant's request, and applied custom branding (logo and brand colour #97d2d6) to all email templates as a goodwill exception beyond the merchant's plan. All requests were resolved within the conversation and the merchant left a positive review.

> "Je voulais rendre plus joli le message de remerciement. Mais, je pense que je devrais avoir un forfait plus avancé pour personnaliser ? Ex : mettre logo ou couleurs ?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 19:28:45 | +0s | — |
| Handed to human (Nilou) | 2026-04-20 19:28:47 | +2s | +0s |
| First reply to customer | 2026-04-20 19:30:49 | +2m 4s | +2m 2s |
| Review requested by Nilou | 2026-04-20 19:55:32 | +26m 47s | +26m 45s |
| Conversation closed | 2026-04-21 05:43:16 | +10h 14m | +10h 14m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 02:16:25 | +6h 47m | +6h 47m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Initial widget setup and positioning | The merchant had just installed the app and needed the widget properly set up and positioned on their store. | yes |
| 2 | Feature Request | Button text customisation | The merchant asked to change the 'Notify me' button text to a clearer French phrase ('M'avertir lorsque de retour en stock' / 'Informez-moi lorsque l'article est de retour'). | yes |
| 3 | How-To / Setup | Email template branding (logo and colour) | The merchant wanted to add their logo and brand colour to the thank-you/confirmation email templates, which normally requires a higher-tier plan. | yes |
| 4 | How-To / Setup | Email notification activation and matching styles | The merchant wanted to confirm which back-in-stock email notifications were active and have all email styles updated to match the chosen brand colour. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +26m 47s after conversation start (+26m 45s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 02:16:25 UTC
- **Time from ask to review publish:** +6h 20m
- **Time from conversation start to publish:** +6h 47m
- **Match method:** `ok`
- **Shop name on review:** Kitsch'N Swell
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> De l'aide ultrarapide et efficace. Pas un robot qui te répond, un vrai humain ! Merci de ton eficacite Nilou. ;)

## Statistics
- **Messages:** 54 (24 customer, 31 admin)
- **Internal notes:** 2
- **Word count:** customer 500, admins 657
- **Total handling time (Intercom):** +1h 47m
- **Reopens:** 0
- **Assignments:** 2

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer engaged positively with the teammate who provided high-quality, personalized support including button text customization and email styling, resulting in a resolved and satisfying experience.

## Attachments referenced in transcript
- `logo kitschNswell-couleur.svg`

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Logo and email template branding customisation is locked behind a higher-tier plan, preventing merchants on lower plans from self-serving this feature

## Full transcript
<details>
<summary>Click to expand — 54 messages</summary>

**[2026-04-20 19:28:45] user/Boutique Kitsch&#39;n Swell [source]**

> I just installed Notify Me

**[2026-04-20 19:28:47] admin/Mo Ramez [note]**

> shopify_domain: boutiquekitschnswell.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: False
> wishlist_is_activated: False

**[2026-04-20 19:30:49] admin/Nilou**

> Hi there, ﻿​﻿
>  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 19:32:06] admin/Nilou**

> The Notify me button is added and collecting requests. However, I am going to apply a wrapper to reposition the button so all the elements can match your beautiful store, better😊 This is how it's being displayed at the moment:
>  [Image]

**[2026-04-20 19:37:57] admin/Nilou**

> ✅Done
>  [Image]

**[2026-04-20 19:40:10] user/Boutique Kitsch&#39;n Swell**

> Bonjour Nilou,
>  Merci d'avoir pris le temps de regarder notre site.
>  Serait-il possible de modifier le texte du bouton pour qu'il affiche : « M'avertir lorsque de retour en stock » ? ou quelque chose de plus clair que « Prévenez-moi » ?
>  Merci pour votre aide.
>  Cordialement,
>  Boutique Kitsch'n Swell
>  [Image]
>  [Image] Karine Gauthier
>  Owner of Boutique Kitsch'n Swell &amp; Queen Of The Main
>  1 (514) 358-6336
>  ​
>  Valérie Blaquière
>  Custormer service
>  Boutique : 1(514) 742-1060
>  4065 Boulevard Saint-Laurent, Montréal, Québec, Canada, H2W 1Y7
>  ​
>  https://boutiquekitschnswell.com/collections/queen-of-the-main/
>  https://www.instagram.com/kitschnswellmtl/
>  https://www.instagram.com/queenofthemainclothing/ ​
>  Le lun. 20 avr. 2026 à 15:33, Nilou from Customer Support &lt;support@hengam.io&gt; a écrit :
>  Hi there, ﻿​﻿
>  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.
>  The Notify me button is added and collecting requests. However, I am going to apply a wrapper to reposition the button so all the elements can match your beautiful store, better😊 This is how it's being displayed at the moment: Nous sommes là pour vous aider Répondez directement à cet e-mail ou via notre Intercom Messenger

**[2026-04-20 19:46:03] admin/Nilou**

> Hi there, Yes, Absolutely! You can change it via your Notify me panel -&gt; Back in stock -&gt; Customize appearance -&gt; Buttons
>  [Image] By the way, while I was reviewing your confirmation message, I noticed how it currently appears:
>  [Image] I had an idea that might help it better match your theme and make it stand out even more:
>  [Image] What do you think?
>  Would you be interested in exploring this customization?
>  Just reply to this message and I'll take care of it, absolutely free of charge! 😊
> 
>  Looking forward to your feedback.

**[2026-04-20 19:48:10] admin/Nilou [note]**

> .restock-alerts-toast {
>  background-color: #f89d4a!important;
>  color: white!important;
>  border-radius: 5px;
>  }
>  .restock-alerts-toast .toastCheckIcon{
>  filter: invert(1) brightness(1000%);
>  }

**[2026-04-20 19:49:47] user/Boutique Kitsch&#39;n Swell**

> Salut Nilou
>  Oui je veux bien, que dis-tu de : Informez-moi lorsque l'article est de retour.
>  merci !
>  Karine G.
>  [Image]
>  [Image] Karine Gauthier
>  Owner of Boutique Kitsch'n Swell &amp; Queen Of The Main
>  1 (514) 358-6336
>  ​
>  Valérie Blaquière
>  Custormer service
>  Boutique : 1(514) 742-1060
>  4065 Boulevard Saint-Laurent, Montréal, Québec, Canada, H2W 1Y7
>  ​
>  https://boutiquekitschnswell.com/collections/queen-of-the-main/
>  https://www.instagram.com/kitschnswellmtl/
>  https://www.instagram.com/queenofthemainclothing/ ​
>  Le lun. 20 avr. 2026 à 15:46, Nilou from Customer Support &lt;support@hengam.io&gt; a écrit :
>  Bonjour, Oui, absolument ! Vous pouvez le modifier via votre panneau Notify me -&gt; De retour en stock -&gt; Personnaliser l'apparence -&gt; Boutons
>  [Image] Au fait, en examinant votre message de confirmation, j'ai remarqué comment il apparaît actuellement :
>  [Image] J'ai eu une idée qui pourrait mieux l'adapter à votre thème et le faire ressortir encore plus :
>  [Image] Qu'en pensez-vous ?
>  Seriez-vous intéressé par cette personnalisation ?
>  Répondez simplement à ce message et je m'en occuperai, tout à fait gratuitement ! 😊
>  ​
>  Dans l'attente de votre retour.
>  Nilou / Customer Support

**[2026-04-20 19:54:13] admin/Nilou**

> Hi karine, You're absolutely welcome! Happy to be helping you. ^-^ It's done ✅
>  [Image] And that sounds like a great idea! Let me change that wording for you so that I can adjust the translation accross different languages of the website and also adjust the font size if needed. I'll be right back Also while I make this adjustment, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-04-20 19:54:42] user/Boutique Kitsch&#39;n Swell**

> oui ?

**[2026-04-20 19:55:32] admin/Nilou**

> I was wondering, can you make me happy by leaving us a review, my friend? This would mean a lot to us as we're a small start-up team that works hard to delight our customers and it helps others know they’re in good hands too.
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-20 19:58:59] admin/Nilou**

> ✅All done The wordings in English and German and Spanish have been updated too
>  [Image] Is there any adjustment you had in mind?

**[2026-04-20 20:02:23] user/Boutique Kitsch&#39;n Swell**

> Ton review est fait. :). Merci

**[2026-04-20 20:02:52] admin/Nilou**

> Thank YOU! 😍 You've truly made my day with your kindness

**[2026-04-20 20:03:19] user/Boutique Kitsch&#39;n Swell**

> 🌺

**[2026-04-20 20:03:57] admin/Nilou**

> [GIF]

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

> All set for now?

**[2026-04-20 20:04:51] admin/Nilou**

> Is there anything else I could do for you?

**[2026-04-20 20:07:26] user/Boutique Kitsch&#39;n Swell**

> Je voulais rendre plus joli le message de remerciement. Mais, je pense que je devrais avoir un forfait plus avancé pour personnaliser ? Ex : mettre logo ou couleurs ?

**[2026-04-20 20:11:20] admin/Nilou**

> Normally Yes! But I'll be happy to do that for you as an exception Don't tell:)

**[2026-04-20 20:11:35] admin/Nilou**

> Would you please send me your Logo so I could add it?

**[2026-04-20 20:11:38] user/Boutique Kitsch&#39;n Swell**

> 😊

**[2026-04-20 20:13:48] user/Boutique Kitsch&#39;n Swell**

> [Attachment: "logo kitschNswell-couleur.svg"]

**[2026-04-20 20:13:56] user/Boutique Kitsch&#39;n Swell**

> voici :)

**[2026-04-20 20:14:58] admin/Nilou**

> Thank you! I will add it for you And for colors? Which color do you like?

**[2026-04-20 20:15:37] user/Boutique Kitsch&#39;n Swell**

> #97d2d6

**[2026-04-20 20:15:49] user/Boutique Kitsch&#39;n Swell**

> C est un code couleur

**[2026-04-20 20:19:10] admin/Nilou**

> Thank you!
>  [GIF]

**[2026-04-20 20:19:24] user/Boutique Kitsch&#39;n Swell**

> 😅

**[2026-04-20 20:21:02] admin/Nilou**

> Just to confirm this is the email template correct?
>  [Image]

**[2026-04-20 20:21:45] user/Boutique Kitsch&#39;n Swell**

> non

**[2026-04-20 20:21:58] user/Boutique Kitsch&#39;n Swell**

> [Image]

**[2026-04-20 20:22:24] user/Boutique Kitsch&#39;n Swell**

> Ceci

**[2026-04-20 20:22:58] admin/Nilou**

> Aha, got it So would you like me to activate this email for you too? Cause it's not active at the moment

**[2026-04-20 20:25:58] user/Boutique Kitsch&#39;n Swell**

> Ah je croyais avec ces fonctions ? Est-ce que j'ai les autres notifs ? Premier retour en stock et Notification de rappel ?

**[2026-04-20 20:27:24] admin/Nilou**

> You have both of them and the First back in stock is currently enabled If you're also interested in this one I have already adjusted the style

**[2026-04-20 20:28:08] user/Boutique Kitsch&#39;n Swell**

> Super !

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

> Could you please send the logo in a PNG or JPG format?

**[2026-04-20 20:28:54] admin/Nilou**

> Awesome! I'll apply the same color to the other two so they all match

**[2026-04-20 20:34:52] user/Boutique Kitsch&#39;n Swell**

> [Image]

**[2026-04-20 20:36:03] user/Boutique Kitsch&#39;n Swell**

> J'arrive pas à le mettre en Jpeg

**[2026-04-20 20:37:37] user/Boutique Kitsch&#39;n Swell**

> [Image]

**[2026-04-20 20:40:50] admin/Nilou**

> Let me see if I can add this with a different format

**[2026-04-20 20:40:57] user/Boutique Kitsch&#39;n Swell**

> [Image]

**[2026-04-20 20:41:23] user/Boutique Kitsch&#39;n Swell**

> J'ai lui, mais il a le fond blanc…

**[2026-04-20 20:47:43] admin/Nilou**

> I've added it and sent you a test email so you can check it in action

**[2026-04-20 20:49:16] admin/Nilou**

> ✅Also all email styles are matching now to the color code you shared

**[2026-04-20 20:56:52] admin/Nilou**

> I'm just wrapping up on my shift But please let me know if there's anything else I could help you with And I'll get back to you as soon as I'm back in office Also don't forget my team-mates are always available ^-^ Have a great one!

**[2026-04-20 20:59:48] user/Boutique Kitsch&#39;n Swell**

> Super !! Merci beaucoup :)

**[2026-04-20 21:06:52] bot/Luna**

> L'agent avec qui vous étiez en contact est actuellement indisponible.
> 
>  Votre message a été reçu et sera traité dès qu'il sera de nouveau en ligne. ​
>  Si vous le souhaitez, vous pouvez ajouter maintenant des détails pertinents pour nous aider à résoudre cela plus rapidement.

**[2026-04-21 05:43:11] admin/Nilou**

> Hi there, You're most welcome! ^-^ If you're all set, I'll close this chat 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,

**[2026-04-21 05:43:27] bot/Luna**

> Que pensez-vous du service de Nilou ?

**[2026-04-21 05:43:28] bot/Luna**

> [Conversation Rating Request]

</details>
