---
conversation_id: "215474105565419"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474105565419?view=List"
shopify_domain: "nuance-audio.myshopify.com"
shopify_url: "https://nuance-audio.myshopify.com"
company_name: "Luxottica of America Inc."
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-29T06:32:13Z"
closed_at: "2026-04-29T12:06:56Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "ITA"
region_source: "contact_location"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Dela", "Mason"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Federica Galliani"
customer_email: "nuanceaudio-shopifystoreowner@luxottica.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 380
seconds_to_first_admin_reply: 380
seconds_from_start_to_review_ask: 13046
seconds_from_handoff_to_review_ask: 12666
seconds_from_first_reply_to_review_ask: 12666
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 41
customer_message_count: 12
admin_message_count_total: 39
note_count: 3
customer_word_count: 230
admin_word_count: 351
count_reopens: 0
count_assignments: 6
handling_time_seconds: 6775
sla_name: "Free Chats First 15min"
sla_status: "hit"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474114275503"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114275503?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-29T18:21:21Z"
seconds_from_ask_to_review: 29502
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 215474105565419 — Luxottica of America Inc. ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474105565419?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114275503?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://nuance-audio.myshopify.com)

## Overview
- **Merchant:** Federica Galliani — `nuanceaudio-shopifystoreowner@luxottica.com` (personal business email (likely the founder or a named employee))
- **Store:** nuance-audio.myshopify.com · 🌍 Milan, Lombardy, Italy
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** USD
- **Store created on Shopify:** 2026-01-27

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-07 17:04:19 UTC
- **Install to conversation start:** 21 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Merchant Federica Galliani asked about adding a consent checkbox to the Notify Me button and whether it could save email marketing consent to Shopify customer records. The agent explained that a privacy policy checkbox feature exists on the Starter plan, and that Shopify Contact Integration (available on the Standard plan) would be needed to capture marketing consent. The agent shared help articles, offered to send them via email, and the conversation ended positively with the merchant leaving a review.

> "moreover once you check the checkbox, click on notify me button, put your email, than the system automatically saves the EmailMarketing consent on the customer ?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 06:32:13 | +0s | — |
| Handed to human (Dela) | 2026-04-29 06:38:33 | +6m 20s | +0s |
| First reply to customer | 2026-04-29 06:38:33 | +6m 20s | +0s |
| Review requested by Dela | 2026-04-29 10:09:39 | +3h 37m | +3h 31m |
| Conversation closed | 2026-04-29 12:06:56 | +5h 34m | +5h 28m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-29 18:21:21 | +11h 49m | +11h 42m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Feature Request | Consent checkbox on Notify Me button | Merchant wanted to add a checkbox that users must accept before submitting a Notify Me request. | yes |
| 2 | How-To / Setup | Email marketing consent capture | Merchant asked whether checking the checkbox would automatically save email marketing consent on the Shopify customer record. | partial |
| 3 | How-To / Setup | Shopify Contact Integration | Merchant asked how connecting Shopify Contacts to Notify Me works and whether it is an out-of-the-box configuration. | partial |
| 4 | Billing | Plan requirement clarification | Merchant wanted confirmation of which plan covers the checkbox and Shopify Contact integration features. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot greeted the merchant, acknowledged the request, asked a clarifying question, and then routed the conversation to a human agent.

## Review request
- **Asked:** Yes — +3h 37m after conversation start (+3h 31m after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-29 18:21:21 UTC
- **Time from ask to review publish:** +8h 11m
- **Time from conversation start to publish:** +11h 49m
- **Match method:** `ok`
- **Shop name on review:** Luxottica of America Inc.
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Dela was great help!

## Statistics
- **Messages:** 41 (12 customer, 39 admin)
- **Internal notes:** 3
- **Word count:** customer 230, admins 351
- **Total handling time (Intercom):** +1h 52m
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer inquired about adding a consent checkbox and email marketing features. The teammate provided clear, helpful answers with screenshots, leading to positive customer sentiment and resolution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Marketing consent checkbox requires Standard plan Shopify Contact Integration, not available on the lower-tier Starter plan where the privacy policy checkbox feature lives

## Full transcript
<details>
<summary>Click to expand — 41 messages</summary>

**[2026-04-29 06:32:13] user/Federica Galliani [source]**

> Hello I was wanderign if it is possible to add to the notify Me button a checkbox that the user must accept in order to proceed with the notify me? moreover I would like to save the user email for marketing purposes

**[2026-04-29 06:32:25] bot/Luna**

> I understand you'd like to add a checkbox to the Notify Me button and save user emails for marketing. I'll connect you with someone from our team who can assist you further—could you share any additional details that might help them address your request more efficiently?

**[2026-04-29 06:33:00] bot/Luna**

> Let’s connect you with the team. ​ Just, which option best applies to your reason for contacting us today?

**[2026-04-29 06:38:33] admin/Dela**

> Hi Federica!👋🏼 ﻿Hope you're doing great. This is Dela here from Notify Me!

**[2026-04-29 06:39:14] admin/Dela**

> So you need a checkbox to collect consent for using Notify Me? Or the use of their email for marketing purposes?

**[2026-04-29 06:43:07] admin/Dela**

> We actually do have a feature to add a checkbox to accept the privacy policy and you can decide what the terms would be:
>  [Image] [Image]

**[2026-04-29 06:43:22] admin/Dela**

> It's a Starter plan feature, though.

**[2026-04-29 06:57:56] admin/Dela**

> Are we still connected?👀

**[2026-04-29 07:18:29] admin/Dela [note]**

> upsell?

**[2026-04-29 08:57:54] user/Federica Galliani**

> yes sorry

**[2026-04-29 08:58:05] user/Federica Galliani**

> just wanted to make sure if you select that feature

**[2026-04-29 08:58:40] user/Federica Galliani**

> basically you get a checkbox that you have to select in order to proceed with the notify me?

**[2026-04-29 08:58:51] user/Federica Galliani**

> BTW we want to use email not SMS

**[2026-04-29 08:59:47] user/Federica Galliani**

> moreover once you check the checkbox, click on notify me button, put your email, than the system automatically saves the EmailMarketing consent on the customer ?

**[2026-04-29 09:00:19] user/Federica Galliani**

> or create a customer with the email marketing consent set to true (if the customer didn't exist already)

**[2026-04-29 09:00:53] admin/Dela**

> Thanks for getting back. Let's review one by one :D

**[2026-04-29 09:01:15] admin/Dela**

> About the privacy policy checkbox..

**[2026-04-29 09:01:52] admin/Dela**

> Yes, the checkbox needs to be checked in order to submit the request

**[2026-04-29 09:02:04] admin/Dela**

> About the marketing purpose..

**[2026-04-29 09:02:41] admin/Dela**

> No, the privacy policy checkbox is not a consent to use the email for marketing purposes, UNLESS, you place it as a part of the terms

**[2026-04-29 09:03:15] admin/Dela**

> If you connect your Shopify contacts to Notify Me!, you can add another checkbox for marketing consent

**[2026-04-29 09:03:39] admin/Dela**

> And lastly, about the SMS notification.. It can easily get disabled. If you want I can do that for you

**[2026-04-29 09:17:33] admin/Dela**

> Are we still connected?
>  [GIF]

**[2026-04-29 09:29:30] user/Federica Galliani**

> yes sorry, so the checkbox doesn't save any info right? I don't understand the part on connecting Shopify Contact to Notify Me

**[2026-04-29 09:29:38] user/Federica Galliani**

> is that a OOB configuration?

**[2026-04-29 09:30:31] user/Federica Galliani**

> Since I need to send some samples to my Business, it would be great if you could add some screenshot of how it would look like with the checkbox and only the email feature on

**[2026-04-29 09:31:32] admin/Dela**

> Of course! Let me share some with you

**[2026-04-29 09:31:37] admin/Dela**

> I'll be right back

**[2026-04-29 09:35:32] admin/Dela**

> This article tells you everything about the privacy policy checkbox (screenshots included)
>  [App: Article Inserter]

**[2026-04-29 09:35:55] admin/Dela**

> This one belongs to the Shopify contact integration
>  [App: Article Inserter]

**[2026-04-29 09:36:32] admin/Dela**

> These work great for your proposal. Even better my shared screenshots :D

**[2026-04-29 09:40:13] user/Federica Galliani**

> that is amazing, could you send this by email to smunari@deloitte.it ? just to be sure I don't loose the info. I will review in details and get back to you if needed. You confirm all this with the starter plan right?

**[2026-04-29 09:41:07] admin/Dela**

> Of course! I'll loop in your email and resend these articles

**[2026-04-29 09:45:04] admin/Dela**

> The article below belongs to the Privacy Policy feature. This feature is available in the Starter plan ​
>  [App: Article Inserter]
> 
>  This article belongs to the Shopify Contact Integration, which is available in the Standard plan
>  [App: Article Inserter]

**[2026-04-29 10:07:43] admin/Dela**

> Anything else I can help you with?

**[2026-04-29 10:09:39] admin/Dela**

> By the way, I'm about to finish my shift, so I was wondering if I could ask you a quick, tiny favor before I go.. ​
>  If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇"
>  "Mentioning my name would be the cherry on top! 🍒
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-29 11:57:56] user/Federica Galliani**

> Done thanks!

**[2026-04-29 11:57:59] bot/Luna [channel_and_reply_time_expectation]**

> The team will get back to you on this. Our usual reply time is a few hours. You'll get replies here and to nuanceaudio-shopifystoreowner@luxottica.com.

**[2026-04-29 11:59:40] admin/Mason [note]**

> Dela

**[2026-04-29 12:00:15] admin/Dela [note]**

> Olala😂

**[2026-04-29 12:00:41] admin/Dela**

> Thanks so much! You made my day😍

</details>
