---
conversation_id: "215474019290424"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474019290424?view=List"
shopify_domain: "szdw09-em.myshopify.com"
shopify_url: "https://szdw09-em.myshopify.com"
company_name: "Milk it"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-04-22T11:45:14Z"
closed_at: "2026-04-23T10:02:22Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Mel Brittner"
customer_email: "hello@milkitbakehouse.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 302
seconds_to_first_admin_reply: 302
seconds_from_start_to_review_ask: 4221
seconds_from_handoff_to_review_ask: 3919
seconds_from_first_reply_to_review_ask: 3919
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 58
customer_message_count: 22
admin_message_count_total: 36
note_count: 0
customer_word_count: 267
admin_word_count: 560
count_reopens: 1
count_assignments: 6
handling_time_seconds: 5177
sla_name: "Paid Chats First 5min"
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: 4
review_ticket_id: "215474025050011"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474025050011?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-22T18:20:25Z"
seconds_from_ask_to_review: 19490
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 215474019290424 — Milk it ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474019290424?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474025050011?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://szdw09-em.myshopify.com)

## Overview
- **Merchant:** Mel Brittner — `hello@milkitbakehouse.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** szdw09-em.myshopify.com · 🌍 Bristol, England, United Kingdom
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2025-04-25

## App usage — Subi
- **Subi plan:** Growth — $19.0/mo
- **Installed on:** 2025-11-22 23:27:22 UTC
- **Install to conversation start:** 5 months before this conversation

## Summary
Merchant Mel Brittner wanted to add four specific features (Smart payment retries, Smart tagging & integrations, Embedded customer portal, and Portal permissions) to her Growth plan at a lower cost. After the AI bot could not offer a bundle deal, human agent Pearl provided two discount options; Mel chose an indefinite 20% discount on the individual add-ons. A follow-up question about subscription reactivation notifications was also answered by Pearl.

> "no i think thats great - is it all pretty straight forward to integrate it al;?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 11:45:14 | +0s | — |
| Handed to human (Pearl) | 2026-04-22 11:50:16 | +5m 2s | +0s |
| First reply to customer | 2026-04-22 11:50:16 | +5m 2s | +0s |
| Review requested by Pearl | 2026-04-22 12:55:35 | +1h 10m | +1h 5m |
| Conversation closed | 2026-04-23 10:02:22 | +22h 17m | +22h 12m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 18:20:25 | +6h 35m | +6h 30m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Bundle / discount on add-ons | Merchant asked if there were any bundle deals or discounts available for adding multiple features to her Growth plan. | yes |
| 2 | How-To / Setup | Subscription reactivation notification | Merchant asked how she would know when a customer reactivates a cancelled subscription, since no Shopify order is created at that point. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot Luna attempted to answer the bundle/pricing question, explained plan limitations, and then routed the merchant to a human agent when she requested one.

## Review request
- **Asked:** Yes — +1h 10m after conversation start (+1h 5m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 18:20:25 UTC
- **Time from ask to review publish:** +5h 24m
- **Time from conversation start to publish:** +6h 35m
- **Match method:** `ok`
- **Shop name on review:** Milk it
- **App listed on review:** Subi: Subscriptions & Loyalty

**Review text:**
> Pearl was so helpful - highly recommend this app and their customer service is on point!!

## Statistics
- **Messages:** 58 (22 customer, 36 admin)
- **Internal notes:** 0
- **Word count:** customer 267, admins 560
- **Total handling time (Intercom):** +1h 26m
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Pearl)
- **Primary assignee:** Pearl
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** Started by Chat, Subify - asked for review, Expected reply time sent
- **Topics:** SB - bundle conversations, Klaviyo, SB - Asked for review, Urgency 3

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer initially sought bundle discounts and pricing options, expressing concern about cost. The AI Agent provided information but the customer requested human assistance. The teammate offered discount options, clarified details, and successfully resolved the customer's issue, leading to a positive outcome.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Smart payment retries (Billing Management) is not available on the Growth plan, requiring an upgrade to Subi to access it

## Full transcript
<details>
<summary>Click to expand — 58 messages</summary>

**[2026-04-22 11:45:14] user/Mel Brittner [source]**

> hi there, looking to add some bits to my plan but all the add ons I want will be quite pricey... is there any bundles you can offer?
>  I just want: Smart payment retries Smart tagging &amp; integrations Embedded customer portal (white-label) Portal permissions

**[2026-04-22 11:45:33] bot/Luna**

> Hi Mel - I’m Luna, an AI assistant. For the features you listed (Smart payment retries, Smart tagging &amp; integrations, Embedded customer portal, Portal permissions), we don’t have a specific “bundle” option to combine those add-ons into one discounted package.
>  What you can do is apply a discount code when upgrading, which reduces the total price before payment:
>  1. Go to the Pricing tab in your account.
> 2. Enter your code in Discount Code and tap Apply.
> 3. Pick your plan and complete the upgrade.
>  If you tell me which plan you’re on (Free, Pro, or Enterprise), I can help you sanity check what you’ll be paying for.
>  Source: Pricing

**[2026-04-22 11:45:33] bot/Luna**

> Is that what you were looking for?

**[2026-04-22 11:45:54] user/Mel Brittner**

> im on growth right now

**[2026-04-22 11:46:05] bot/Luna**

> On Growth, there isn’t a bundle that combines those add-ons into one discounted package, so you’d pay for them as separate upgrades.
>  One important catch: Smart payment retries (Billing Management) isn’t available on Growth - it’s only on Subi and above.
>  The other items you listed (Embedded customer portal and Portal permissions) are available on Growth, since the Embedded Portal uses the same permission settings as the Hosted Portal.
>  If you want, tell me whether you’re okay moving to Subi for Billing Management, and I’ll help you map the cleanest upgrade path.
>  Sources: Pricing What is the Customer Account Extension (Embedded Portal)?

**[2026-04-22 11:46:05] bot/Luna**

> Did that answer your question?

**[2026-04-22 11:46:45] user/Mel Brittner**

> no i want to speeak to a person

**[2026-04-22 11:46:49] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you share any additional details about your needs? This will help them assist you more efficiently.

**[2026-04-22 11:47:24] bot/Luna**

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

**[2026-04-22 11:47:33] user/Mel Brittner**

> I have a question

**[2026-04-22 11:47:34] bot/Luna**

> Thank you, I've assigned you to the team. ✋🏻 ​ In the meantime, Could you add any more details and examples? (e.g., screenshots and relevant URLs) It’ll help our teammates understand and assist you faster. ​ Also please help us understand your experience with my help as AI agent:

**[2026-04-22 11:47:35] bot/Luna**

> [Conversation Rating Request]

**[2026-04-22 11:47:35] 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 hello@milkitbakehouse.com.

**[2026-04-22 11:47:59] user/Mel Brittner**

> I just want to see if there is any deals you can offer -otherwise i may have to look at another app to use for my subs - since this will make it all very expensive to do the few things I need to be able to do

**[2026-04-22 11:50:16] admin/Pearl**

> Hi Mel,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-04-22 11:50:24] user/Mel Brittner**

> hi!

**[2026-04-22 11:51:24] admin/Pearl**

> Totally understand wanting to keep the cost reasonable.
> 
>  I have two options for you:
> 
>  1. All four features (Smart payment retries, Smart tagging &amp; integrations, Embedded customer portal with white-label, and Portal permissions) are included in our Subi plan, so the cheapest route is usually upgrading to Subi, and I can send over a discount code to make that easier.
> 
>  2. If you'd rather stay on your current plan and just layer these on, I can arrange a discount on each add-on individually.

**[2026-04-22 11:51:54] admin/Pearl**

> Which option would you prefer?

**[2026-04-22 11:52:11] user/Mel Brittner**

> which makes for a better price?

**[2026-04-22 11:52:16] user/Mel Brittner**

> thanks so much for your help

**[2026-04-22 11:53:48] admin/Pearl**

> No problem :)
>  Let me check the discounts available on the Subi plan and also the add-ons.
>  Will get back to you shortly.

**[2026-04-22 11:53:58] user/Mel Brittner**

> thank you!

**[2026-04-22 12:03:16] admin/Pearl**

> Thanks for waiting!
> 
>  I checked the add-on prices for each of the four features you are interested in. They make a total of $52 on top of the subscription fee for the Growth plan ($19).
>  I can offer 20% discount on the add-ons (5% each) which added to the monthly subscription fee on the Growth plan will make a total of $60.6 Or I can offer a 45% discount on the Subi plan for 6 months which has all of these features and more. The plan is $99 and with the discount, it will become $54.45 for 6 months plus less transaction fees per subscription placed.

**[2026-04-22 12:07:22] user/Mel Brittner**

> ok cool - one minute - just going to figure out whats the best move

**[2026-04-22 12:07:51] admin/Pearl**

> Sure, take your time💓

**[2026-04-22 12:08:47] user/Mel Brittner**

> ok think i want to go for the add on discount. is that an indefinite discount?

**[2026-04-22 12:11:44] admin/Pearl**

> Yes, that would be indefinite

**[2026-04-22 12:12:32] user/Mel Brittner**

> yes thats go with that then please

**[2026-04-22 12:13:42] admin/Pearl**

> All right, sure!
>  Give me some time to work on adding the discounts per features and then you can add them from the panel👍

**[2026-04-22 12:15:07] user/Mel Brittner**

> thank you so much!

**[2026-04-22 12:34:42] admin/Pearl**

> You are very welcome :)
>  You should now be able to see the discounted prices and features are added:
>  [Image]

**[2026-04-22 12:35:27] admin/Pearl**

> Can you kindly check please?

**[2026-04-22 12:48:58] admin/Pearl**

> Hey Mel😊
>  Are we still connected?👀

**[2026-04-22 12:52:36] user/Mel Brittner**

> Hi! So sorry - just having a look now

**[2026-04-22 12:54:02] admin/Pearl**

> No worries.
>  Thanks! Let me know please :)

**[2026-04-22 12:54:03] user/Mel Brittner**

> yess i see it all now - thank you so much!

**[2026-04-22 12:54:22] admin/Pearl**

> You are most welcome :)
>  Any thing else I can do to help?

**[2026-04-22 12:54:38] user/Mel Brittner**

> no i think thats great - is it all pretty straight forward to integrate it al;?

**[2026-04-22 12:54:59] admin/Pearl**

> All right, glad to hear that But please feel free to reach out any time!

**[2026-04-22 12:55:04] admin/Pearl**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-04-22 12:55:11] user/Mel Brittner**

> yes ofc!

**[2026-04-22 12:55:35] admin/Pearl**

> Thank you!
>  Can you make me happy by leaving a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-04-22 12:55:48] user/Mel Brittner**

> yes you got it

**[2026-04-22 12:56:01] admin/Pearl**

> Yay, appreciate it so much!

**[2026-04-22 12:56:18] admin/Pearl**

> And if its not too much to ask, I’d love to know when it’s submitted so I can keep an eye out for it! Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-04-22 12:56:29] user/Mel Brittner**

> its done :) x

**[2026-04-22 12:56:48] admin/Pearl**

> Wow, thanks a ton!
>  Hope it was a 5 star🤞🌟

**[2026-04-22 12:56:56] user/Mel Brittner**

> yeppp

**[2026-04-22 12:57:16] admin/Pearl**

> Aw, you are the best!
>  As always, we are a message away if you need help.

**[2026-04-22 12:59:37] admin/Pearl**

> Wishing you a lovely rest of your week✨

**[2026-04-22 12:59:55] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-04-22 12:59:55] bot/Luna**

> [Conversation Rating Request]

**[2026-04-23 09:31:37] user/Mel Brittner [open]**

> hiya! just a quick question - if someone cancels their subscription and then goes in to reactivate, it doen;t seem like any shopify order is created (just tested it myself), how would i know they have reinstated their subscription? or is that not possible from the customer side anyways?

**[2026-04-23 09:37:13] admin/Pearl**

> Hi Mel,
>  Thanks for getting back to me!
> 
>  I guess that happens because if a customer cancels their subscription and then reactivates it, Shopify does not automatically create a new order at the moment of reactivation; orders are only created when a billing event occurs (such as a successful renewal payment).

**[2026-04-23 09:37:18] admin/Pearl**

> To know when a subscription has been reinstated, you can use Subi’s notification and webhook features.

**[2026-04-23 09:38:57] admin/Pearl**

> On the notification part, here's where you can enable:
>  [Image] [Image]

**[2026-04-23 10:01:06] user/Mel Brittner**

> got it - thank you!

**[2026-04-23 10:01:41] admin/Pearl**

> You are very welcome.

</details>
