---
conversation_id: "215474158792608"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474158792608?view=List"
shopify_domain: "d1ee63-2.myshopify.com"
shopify_url: "https://d1ee63-2.myshopify.com"
company_name: "Malinkiddy"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-03T09:44:44Z"
closed_at: "2026-05-03T12:23:01Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Germany"
region_source: "company_country"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mason", "Rina"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Natalja Günther"
customer_email: "malinkiddy@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 816
seconds_from_start_to_review_ask: 8876
seconds_from_handoff_to_review_ask: 8875
seconds_from_first_reply_to_review_ask: 8060
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 37
customer_message_count: 12
admin_message_count_total: 28
note_count: 1
customer_word_count: 64
admin_word_count: 326
count_reopens: 0
count_assignments: 2
handling_time_seconds: 7136
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: "215474161634378"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474161634378?view=List"
review_rating: 5
review_posted_at: "2026-05-03T18:19:01Z"
seconds_from_ask_to_review: 21981
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 215474158792608 — Malinkiddy ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474158792608?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474161634378?view=List)  ·  🔗 [Visit Shopify store](https://d1ee63-2.myshopify.com)

## Overview
- **Merchant:** Natalja Günther — `malinkiddy@gmail.com` (personal address on a free email provider)
- **Store:** d1ee63-2.myshopify.com · 🌍 Stuttgart, Baden-Wurttemberg, Germany
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2023-10-09
- **Public review score (StoreLeads):** 5.0 (5 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-05-03 09:39:37 UTC
- **Install to conversation start:** 5 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** EUR 5,632
- **Total orders through Discounty:** 136

## Summary
Merchant Natalja Günther launched her first Discounty campaign and reported that the countdown timer was not appearing on the product page. Agent Mason investigated, identified that the Embed was not active on the theme, and guided the merchant to enable it, which resolved the issue. The merchant confirmed it was working and agreed to leave a review.

> "yes it is working"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-03 09:44:44 | +0s | — |
| Handed to human (Mason) | 2026-05-03 09:44:45 | +1s | +0s |
| First reply to customer | 2026-05-03 09:58:20 | +13m 36s | +13m 35s |
| Review requested by Mason | 2026-05-03 12:12:40 | +2h 27m | +2h 27m |
| Conversation closed | 2026-05-03 12:23:01 | +2h 38m | +2h 38m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-03 18:19:01 | +8h 34m | +8h 34m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Countdown timer not displaying | The merchant asked why the countdown timer was not visible on the product page after creating her first campaign. | yes |
| 2 | How-To / Setup | Theme Embed activation | The merchant needed guidance on how to get the timer widget to display correctly on her storefront. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +2h 27m after conversation start (+2h 27m after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-03 18:19:01 UTC
- **Time from ask to review publish:** +6h 6m
- **Time from conversation start to publish:** +8h 34m
- **Match method:** `ok`
- **Shop name on review:** Malinkiddy
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Mason war sehr nett hat sich schnell um das Problem gekümmert :) Alles super!

## Statistics
- **Messages:** 37 (12 customer, 28 admin)
- **Internal notes:** 1
- **Word count:** customer 64, admins 326
- **Total handling time (Intercom):** +1h 58m
- **Reopens:** 0
- **Assignments:** 2

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

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review
- **Topics:** DS - First campaign - Proactive, DS - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced an issue with the timer on the product page, which the teammate acknowledged and investigated. The teammate provided clear guidance and resolved the issue, leading to a positive resolution and customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Timer widget not shown when theme Embed block is inactive

## Full transcript
<details>
<summary>Click to expand — 37 messages</summary>

**[2026-05-03 09:44:44] user/Natalja Günther [source]**

> I just created my first Discounty campaign.

**[2026-05-03 09:44:45] admin/Rina [note]**

> Bulk price editor
>  Campaign Name: Muttertag SALE Bestseller Happy Birthday
>  Campaign Type: Bulk price editor
>  Products: 1
>  Variants: 1
>  Campaign Status: Downloading
>  Use End Countdown timer: False
>  Use Start Countdown timer: False
>  Include Filters: Products and variants
>  Exclude Filters: None
>  Sample Product List:
>  - Happy Birthday my Love - 18 Jahre &amp; 18 Briefe Erinnerungsbuch voller Liebe

**[2026-05-03 09:58:20] admin/Mason**

> Hi Natalja!
>  This is Mason from Discounty. Congrats on launching your first campaign! ✨
>  I’m going to check it right now and send over a preview. Sounds good?

**[2026-05-03 10:13:17] user/Natalja Günther**

> helloo why is the timer on product page not to see?

**[2026-05-03 10:13:29] user/Natalja Günther**

> hope you can help :)

**[2026-05-03 10:14:56] admin/Mason**

> Hey there :) Sure thing, I will check it now.

**[2026-05-03 10:22:31] user/Natalja Günther**

> thank you

**[2026-05-03 10:44:41] user/Natalja Günther**

> did you already checked?

**[2026-05-03 10:45:54] admin/Mason**

> Sorry for the delay. We are currently experiencing an issue on our side that our team is actively investigating. As soon as it is resolved, I will promptly check your panel and store for you.

**[2026-05-03 10:46:14] user/Natalja Günther**

> ok thank youuu

**[2026-05-03 10:46:48] admin/Mason**

> You're most welcome :) I will keep you posted then.

**[2026-05-03 11:01:07] user/Natalja Günther**

> Will the banner for the end of the SALE promotion be working again within the next few hours?

**[2026-05-03 11:03:31] admin/Mason**

> Is the banner initially displayed and then no longer shown? Or was it not displayed from the beginning?

**[2026-05-03 11:40:46] admin/Mason**

> Thanks for being patient with me.

**[2026-05-03 11:41:12] admin/Mason**

> Could you please check if the Embed is active on your theme?

**[2026-05-03 11:42:07] admin/Mason**

> If it is active, the Timer widget will now be displayed on the products.

**[2026-05-03 11:42:28] admin/Mason**

> Could you please check it out and let me know how it goes?

**[2026-05-03 12:10:06] user/Natalja Günther**

> yes it is working

**[2026-05-03 12:10:09] user/Natalja Günther**

> thank youuuu

**[2026-05-03 12:11:45] admin/Mason**

> Great then.

**[2026-05-03 12:11:58] admin/Mason**

> You're welcome.

**[2026-05-03 12:12:05] admin/Mason**

> Is there anything else I can help you with?

**[2026-05-03 12:12:16] user/Natalja Günther**

> no thank you+

**[2026-05-03 12:12:30] admin/Mason**

> My pleasure :)

**[2026-05-03 12:12:40] 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! 🍒😍

**[2026-05-03 12:12:50] admin/Mason**

> [GIF]

**[2026-05-03 12:13:30] user/Natalja Günther**

> ye sure

**[2026-05-03 12:13:42] admin/Mason**

> Thanks sooo much!

**[2026-05-03 12:13:44] admin/Mason**

> You can write it here: Discounty Review Link

**[2026-05-03 12:13:59] admin/Mason**

> Dear Natalja, 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?

**[2026-05-03 12:14:01] admin/Mason**

> That would mean a lot to me.😊

**[2026-05-03 12:17:19] user/Natalja Günther**

> [Image] done :))

**[2026-05-03 12:17:46] admin/Mason**

> Thanks so much for your kindness!

**[2026-05-03 12:21:44] admin/Mason**

> Dear Natalja,
> 
>  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.

**[2026-05-03 12:21:47] admin/Mason**

> Have a great day! 🙌🏻

**[2026-05-03 12:23:12] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-03 12:23:13] bot/Luna**

> [Conversation Rating Request]

</details>
