---
conversation_id: "215474064598026"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474064598026"
shopify_domain: "f6cbqh-ky.myshopify.com"
shopify_url: "https://f6cbqh-ky.myshopify.com"
company_name: "Lavender Bay"
is_vip: false
app: "Notify Me!"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-26T03:16:40Z"
closed_at: "2026-05-07T09:13:11Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "CAN"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Mason", "Mo Ramez", "Rick"]
agent_count: 4
agent_count_bucket: "3+"
customer_name: "Vanessa Mitchell"
customer_email: "lavenderbayglobal@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 58090
seconds_from_start_to_review_ask: 147215
seconds_from_handoff_to_review_ask: 147214
seconds_from_first_reply_to_review_ask: 89125
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 17
customer_message_count: 4
admin_message_count_total: 27
note_count: 3
customer_word_count: 63
admin_word_count: 410
count_reopens: 1
count_assignments: 2
handling_time_seconds: 23167
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: "215474172532664"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474172532664?view=List"
review_rating: 5
review_posted_at: "2026-05-04T18:21:56Z"
seconds_from_ask_to_review: 598301
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 215474064598026 — Lavender Bay ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474064598026)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474172532664?view=List)  ·  🔗 [Visit Shopify store](https://f6cbqh-ky.myshopify.com)

## Overview
- **Merchant:** Vanessa Mitchell — `lavenderbayglobal@gmail.com` (personal address on a free email provider)
- **Store:** f6cbqh-ky.myshopify.com · 🌍 Mississauga, Ontario, Canada
- **App:** Notify Me! *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** CAD
- **Store created on Shopify:** 2026-04-21

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-26 02:59:12 UTC
- **Install to conversation start:** 17 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1
- **Wishlist items count:** 1

## Summary
Vanessa Mitchell, a new merchant who installed the Notify Me app, was proactively contacted by support agent Mason who offered a free widget customization to better match her store's theme. Mason applied the color change, Vanessa confirmed it looked good, and the conversation ended with repeated requests for a review. No technical issues were raised by the merchant.

> "It looks good! Thank you."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-26 03:16:40 | +0s | — |
| Handed to human (Mason) | 2026-04-26 03:16:41 | +1s | +0s |
| First reply to customer | 2026-04-26 19:24:50 | +16h 8m | +16h 8m |
| Review requested by Mason | 2026-04-27 20:10:15 | +1d 16h | +1d 16h |
| Conversation closed | 2026-05-07 09:13:11 | +11d 5h | +11d 5h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-04 18:21:56 | +8d 15h | +8d 15h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget customization / theme alignment | The agent proactively offered to customize the widget styling to match the merchant's store theme, and the merchant accepted. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1d 16h after conversation start (+1d 16h after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-04 18:21:56 UTC
- **Time from ask to review publish:** +6d 22h
- **Time from conversation start to publish:** +8d 15h
- **Match method:** `ok`
- **Shop name on review:** Lavender Bay
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 17 (4 customer, 27 admin)
- **Internal notes:** 3
- **Word count:** customer 63, admins 410
- **Total handling time (Intercom):** +6h 26m
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 4 (Grace, Mason, Mo Ramez, Rick)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Customization, Notify Me - asked for review, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review, NM - New Installation - Proactive, NM - Customization Suggestion

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a smooth experience with the teammate who provided helpful customization and received confirmation of resolution. The customer effort was low and the teammate's support was high quality.

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

## Full transcript
<details>
<summary>Click to expand — 17 messages</summary>

**[2026-04-26 03:16:40] user/Vanessa Mitchell [source]**

> I just installed Notify Me

**[2026-04-26 03:16:41] admin/Mo Ramez [note]**

> shopify_domain: f6cbqh-ky.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: True

**[2026-04-26 19:24:50] admin/Mason**

> Hi Vanessa, ﻿​﻿
>  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.

**[2026-04-26 19:26:51] admin/Mason**

> The buttons seem to be perfectly set up, and it already matches your beautiful shop.
>  I wanted to let you know that we can customize our widget to better align with your theme. Here is a suggestion: ﻿​﻿﻿Before:
>  [Image]
>  After:
>  [Image]
>  What do you think? If you're interested in these changes (or any other style), just reply to this message and I'll take care of it, absolutely free of charge! 😊
> 
>  Looking forward to your reply.
>  Best,

**[2026-04-26 19:26:57] admin/Mason [note]**

> background: #8178ab !important;

**[2026-04-27 17:52:23] user/Vanessa Mitchell**

> Hi Mason, thanks for reaching out! Yes please do, I would love that customization, thank you!
>  Regards,
>  Vanessa Sent from Yahoo Mail for iPhone ​

**[2026-04-27 18:51:55] admin/Mason**

> Hi Vanessa,
> 
>  Great! I have made the change for you. When you have a moment, could you please take a look and let me know how it appears on your side?

**[2026-04-27 19:33:43] admin/Mason**

> Hi Vanessa, were you able to check the widget? Please let me know if everything is working well now.

**[2026-04-27 19:56:14] user/Vanessa Mitchell**

> Hi Mason,
>  It looks good! Thank you.
>  Vanessa Sent from Yahoo Mail for iPhone ​

**[2026-04-27 20:10:15] admin/Mason**

> Great then, you are very welcome!
>  Is there anything else I can help you with?
> 
>  If nothing else, 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! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
> 
>  It means a lot to me and makes my day.
>  Thanks for your kindness in advance.

**[2026-04-28 09:52:57] admin/Mason**

> Hi Vanessa,
>  I hope you're doing well.
> 
>  It looks like you're busy as I haven't heard from you.
>  Here's a quick check-in to see if my previous message has reached you.
> 
>  I look forward to hearing back from you.
>  Kind regards,

**[2026-04-28 13:09:45] user/Vanessa Mitchell**

> Hi Mason, yes I did and will do. Thank you.
>  Vanessa Sent from Yahoo Mail for iPhone ​

**[2026-04-29 11:37:45] admin/Mason**

> Hi there.
>  Thanks so much 🥹 can't wait to see your kind words.

**[2026-04-29 11:37:53] admin/Mason [note]**

> Mason review

**[2026-05-04 09:12:30] admin/Mason**

> Hi Vanessa,
> 
>  I hope everything’s going great on your side!
> 
>  I just wanted to follow up real quick and see if you had a moment to leave that review we talked about. If you’ve already done it—huge thanks! 🙏 If not, no worries at all, just wanted to gently remind you because your words really mean a lot to us (and to me, personally!).
> 
>  Here’s the link again in case you need it:
>  👉 Leave a review ​
>  Thanks a million, and as always, I’m here if you need anything else.
> 
>  Warm regards,
>  Mason

**[2026-05-07 09:13:10] 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! 👋🏻

**[2026-05-07 09:13:11] bot/Luna**

> [Conversation Rating Request]

</details>
