---
conversation_id: "215474246070497"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474246070497?view=List"
shopify_domain: "2de175.myshopify.com"
shopify_url: "https://2de175.myshopify.com"
company_name: "Elise Elsenheimer"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-10T17:23:10Z"
closed_at: "2026-05-13T18:16:51Z"
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: ["Mason", "Mo Ramez"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Elise Elsenheimer"
customer_email: "hello@eliseelsenheimer.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 279
seconds_from_start_to_review_ask: 887
seconds_from_handoff_to_review_ask: 886
seconds_from_first_reply_to_review_ask: 608
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 55
customer_message_count: 19
admin_message_count_total: 36
note_count: 2
customer_word_count: 168
admin_word_count: 437
count_reopens: 1
count_assignments: 2
handling_time_seconds: 2444
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: "215474248913462"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474248913462?view=List"
review_rating: 5
review_posted_at: "2026-05-11T02:19:57Z"
seconds_from_ask_to_review: 31320
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 215474246070497 — Elise Elsenheimer ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474246070497?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474248913462?view=List)  ·  🔗 [Visit Shopify store](https://2de175.myshopify.com)

## Overview
- **Merchant:** Elise Elsenheimer — `hello@eliseelsenheimer.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** 2de175.myshopify.com · 🌍 Royal Oak, Michigan, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2022-10-26

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-10 17:16:49 UTC
- **Install to conversation start:** 6 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Elise, a new merchant, needed help understanding why her products showed a 'Notify Me' button instead of a 'Pre-Order' button. Agent Mason walked her through the required Shopify inventory settings (tracked inventory, zero quantity, and 'continue selling when out of stock'). She also had follow-up questions about customizing copy and creating a product-specific pre-order offer, both of which were resolved with guidance from Mason.

> "okay this is great, I need to customize how it looks"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-10 17:23:10 | +0s | — |
| Handed to human (Mason) | 2026-05-10 17:23:11 | +1s | +0s |
| First reply to customer | 2026-05-10 17:27:49 | +4m 39s | +4m 38s |
| Review requested by Mason | 2026-05-10 17:37:57 | +14m 47s | +14m 46s |
| Conversation closed | 2026-05-13 18:16:51 | +3d 0h | +3d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-11 02:19:57 | +8h 56m | +8h 56m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button not showing | The merchant wanted to know why products were showing a 'Notify Me' button instead of a 'Pre-Order' button. | yes |
| 2 | How-To / Setup | Customizing widget copy | The merchant asked where she could change the wording on the pre-order widget (e.g., 'Coming soon' text). | yes |
| 3 | How-To / Setup | Product-specific pre-order offer | The merchant wanted to create a pre-order offer specific to one product but received an error message. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +14m 47s after conversation start (+14m 46s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-11 02:19:57 UTC
- **Time from ask to review publish:** +8h 42m
- **Time from conversation start to publish:** +8h 56m
- **Match method:** `ok`
- **Shop name on review:** Elise Elsenheimer
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> I got support while I was setting up the app, and it got me up and going straight away. Thanks Mason!

## Statistics
- **Messages:** 55 (19 customer, 36 admin)
- **Internal notes:** 2
- **Word count:** customer 168, admins 437
- **Total handling time (Intercom):** +40m 44s
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Mason, Mo Ramez)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Notify Me - asked for review, Automate Snoozing Started, Automate Snoozing End
- **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 clear, helpful answers and guided them through product setup, resulting in a low-effort, resolved interaction.

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

## Full transcript
<details>
<summary>Click to expand — 55 messages</summary>

**[2026-05-10 17:23:10] user/Elise Elsenheimer [source]**

> I just installed Notify Me

**[2026-05-10 17:23:11] admin/Mo Ramez [note]**

> shopify_domain: 2de175.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

**[2026-05-10 17:27:49] admin/Mason**

> Hi Elise, ﻿​﻿
>  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.

**[2026-05-10 17:28:20] user/Elise Elsenheimer**

> hello! I can't figure out why my products have a Notify Me button instead of a Pre-Order button...

**[2026-05-10 17:28:57] admin/Mason**

> For the Pre-order button to work, the product needs these 3 conditions:
>  1. Inventory tracked is on
> 2. Quantity is 0 or less
> 3. "Continue selling when out of stock" is checked
>  Please navigate to your Products in the Shopify admin, open the product, and update each variant’s inventory settings like in the screenshot below:
>  [Image]

**[2026-05-10 17:29:19] admin/Mason**

> Therefore, the pre-order widget will be displayed for any product that meets these conditions.

**[2026-05-10 17:29:48] user/Elise Elsenheimer**

> Okay let me check those thank you!

**[2026-05-10 17:30:31] admin/Mason**

> You're most welcome.

**[2026-05-10 17:30:56] admin/Mason**

> Okay, please check it out and let me know if you have any concerns.

**[2026-05-10 17:32:22] user/Elise Elsenheimer**

> I have inventory tracked checked, and quantity is 0 and I don't see a checkbox to "sell when out of stock" hmm let me take a screenshot

**[2026-05-10 17:33:59] admin/Mason**

> Here is a dropdown.
>  [Image]

**[2026-05-10 17:34:04] user/Elise Elsenheimer**

> [Image]

**[2026-05-10 17:34:13] admin/Mason**

> You can find it there

**[2026-05-10 17:34:26] user/Elise Elsenheimer**

> found it!!

**[2026-05-10 17:34:34] admin/Mason**

> Click on drop down
>  [Image]

**[2026-05-10 17:34:37] admin/Mason**

> Great then.

**[2026-05-10 17:35:02] user/Elise Elsenheimer**

> okay this is great, I need to customize how it looks

**[2026-05-10 17:36:11] admin/Mason**

> Okay, if there is any help I can provide or something you want me to do for you, just let me know, I will be happy to do it for you.

**[2026-05-10 17:36:18] user/Elise Elsenheimer**

> thank you so much

**[2026-05-10 17:36:42] admin/Mason**

> You're most welcome :)

**[2026-05-10 17:37:05] admin/Mason**

> For now, is there anything else I can help you with?

**[2026-05-10 17:37:33] user/Elise Elsenheimer**

> I think I am good thank you for helping

**[2026-05-10 17:37:51] admin/Mason**

> I was extremely my pleasure.

**[2026-05-10 17:37:57] admin/Mason**

> 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! 🍒😍

**[2026-05-10 17:38:03] admin/Mason**

> [GIF]

**[2026-05-10 17:38:05] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-10 17:38:22] user/Elise Elsenheimer**

> Haha!!! Yes how do I do that? Where do I write a review?

**[2026-05-10 17:38:30] admin/Mason**

> Thanks sooo much!

**[2026-05-10 17:38:31] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-10 17:38:58] admin/Mason**

> Dear Elise, since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?

**[2026-05-10 17:39:01] admin/Mason**

> That would mean a lot to me.😊

**[2026-05-10 17:39:32] user/Elise Elsenheimer**

> Just submitted :)

**[2026-05-10 17:39:47] admin/Mason**

> Thanks so much for your kindness.

**[2026-05-10 17:49:38] admin/Mason**

> Dear Elise,
> 
>  It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.

**[2026-05-10 17:49:40] admin/Mason**

> Have a great day! 🙌🏻

**[2026-05-10 17:49:59] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-10 17:49:59] bot/Luna**

> [Conversation Rating Request]

**[2026-05-10 17:59:23] user/Elise Elsenheimer [open]**

> [Image] Hi! Where can I change this copy? The wording specifically.

**[2026-05-10 18:01:32] admin/Mason**

> If you set a timeframe here, it will be shown instead of the "Coming soon" text.
>  [Image]

**[2026-05-10 18:01:52] user/Elise Elsenheimer**

> Got it, where do I find that?

**[2026-05-10 18:02:04] admin/Mason**

> let me send you a GIF.

**[2026-05-10 18:03:00] admin/Mason**

> You can find it here:
>  [Image]

**[2026-05-10 18:04:26] user/Elise Elsenheimer**

> thank you!

**[2026-05-10 18:07:36] admin/Mason**

> You're welcome.

**[2026-05-10 18:08:11] user/Elise Elsenheimer**

> [Image] I want to create an offer specific to one product but I get this message:

**[2026-05-10 18:08:23] user/Elise Elsenheimer**

> I deactivated the default offer and tried to add one and I still got that message

**[2026-05-10 18:10:24] admin/Mason**

> I see that the default offer is still active.
>  [Image]

**[2026-05-10 18:10:40] user/Elise Elsenheimer**

> i reactivated it after disabling it didn't work

**[2026-05-10 18:10:43] user/Elise Elsenheimer**

> lemme try again

**[2026-05-10 18:10:57] admin/Mason**

> Okay thanks.

**[2026-05-10 18:11:22] user/Elise Elsenheimer**

> okay I think it worked!

**[2026-05-10 18:12:34] admin/Mason**

> Great then🤩

**[2026-05-10 18:16:48] admin/Mason**

> Anything else I can help you with?

**[2026-05-13 18:16:50] 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! 👋🏻

**[2026-05-13 18:16:51] bot/Luna**

> [Conversation Rating Request]

</details>
