---
conversation_id: "215474244265861"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474244265861?view=List"
shopify_domain: "wax-paper-ribbon.myshopify.com"
shopify_url: "https://wax-paper-ribbon.myshopify.com"
company_name: "Wax-Paper-Ribbon"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-10T13:12:40Z"
closed_at: "2026-05-11T17:40:01Z"
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: ["Grace", "Mason", "Matin", "Mo Ramez", "Nareh"]
agent_count: 5
agent_count_bucket: "3+"
customer_name: "Charlene Floyd"
customer_email: "ckfnov@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 101
seconds_from_start_to_review_ask: 101824
seconds_from_handoff_to_review_ask: 101823
seconds_from_first_reply_to_review_ask: 101723
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 61
customer_message_count: 24
admin_message_count_total: 40
note_count: 6
customer_word_count: 178
admin_word_count: 663
count_reopens: 0
count_assignments: 2
handling_time_seconds: 27514
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 4
review_ticket_id: "215474264953058"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474264953058?view=List"
review_rating: 5
review_posted_at: "2026-05-12T02:18:08Z"
seconds_from_ask_to_review: 31704
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 215474244265861 — Wax-Paper-Ribbon ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474244265861?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474264953058?view=List)  ·  🔗 [Visit Shopify store](https://wax-paper-ribbon.myshopify.com)

## Overview
- **Merchant:** Charlene Floyd — `ckfnov@gmail.com` (personal address on a free email provider)
- **Store:** wax-paper-ribbon.myshopify.com · 🌍 Sterling, Virginia, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2021-11-11

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-10 12:37:22 UTC
- **Install to conversation start:** 35 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1

## Summary
Charlene Floyd had just installed the Notify Me app and was unable to see the back-in-stock widget on her sold-out product pages. After granting collaborator access, the support team identified that the app's code had not been properly injected into her Dawn theme, which was escalated to an engineering team (Jira ticket RS-6256) and resolved by adding missing closing tags to the theme liquid file. The widget then displayed correctly, and Charlene also received help customising the button text to 'Notify me when available'.

> "It's working!! Thank you so much for the follow-through."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-10 13:12:40 | +0s | — |
| Handed to human (Mason) | 2026-05-10 13:12:41 | +1s | +0s |
| First reply to customer | 2026-05-10 13:14:21 | +1m 41s | +1m 40s |
| Review requested by Mason | 2026-05-11 17:29:44 | +1d 4h | +1d 4h |
| Conversation closed | 2026-05-11 17:40:01 | +1d 4h | +1d 4h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-12 02:18:08 | +1d 13h | +1d 13h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Widget not displaying on theme | The back-in-stock 'Notify Me' widget was not appearing on sold-out product pages in the Dawn theme. | yes |
| 2 | How-To / Setup | Customise button label text | Merchant asked how to change the widget button text to 'Notify me when available'. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1d 4h after conversation start (+1d 4h after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-12 02:18:08 UTC
- **Time from ask to review publish:** +8h 48m
- **Time from conversation start to publish:** +1d 13h
- **Match method:** `ok`
- **Shop name on review:** Wax-Paper-Ribbon
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Mason was so helpful. He worked with the engineering group to get the app working with my Shopify Theme. He was so responsive and walked me through every step of the way. Thank you, Mason!

## Statistics
- **Messages:** 61 (24 customer, 40 admin)
- **Internal notes:** 6
- **Word count:** customer 178, admins 663
- **Total handling time (Intercom):** +7h 38m
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 5 (Grace, Mason, Matin, Mo Ramez, Nareh)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Notify Me - asked for review
- **Topics:** RS Jira linked, NM - Asked for review, NM - New Installation - Proactive, NM - New Installation &gt; All Available

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer initially experienced issues with the product's sold-out notification feature and expressed frustration. The teammate provided detailed support, including collaboration access and follow-up, ultimately resolving the issue to the customer's satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - App code (closing tags) not being properly injected into the Dawn theme liquid file, preventing the widget from rendering on the storefront

## Full transcript
<details>
<summary>Click to expand — 61 messages</summary>

**[2026-05-10 13:12:40] user/Charlene Floyd [source]**

> I just installed Notify Me

**[2026-05-10 13:12:41] admin/Mo Ramez [note]**

> shopify_domain: wax-paper-ribbon.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: False
> low_stock_is_activated: False
> wishlist_is_activated: False

**[2026-05-10 13:14:21] admin/Mason**

> Hi Charlene, ﻿​﻿
>  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 13:15:13] user/Charlene Floyd**

> I've been having issues seeing in sold out products.

**[2026-05-10 13:16:21] user/Charlene Floyd**

> I want to use the free version first to see if this is what I want. I'm trying to set up a "notify me" button so that I can monitor the interest of out of stock products

**[2026-05-10 13:17:48] admin/Mason**

> Do you mean the button in the panel that directs you to the sold-out product page?

**[2026-05-10 13:18:01] user/Charlene Floyd**

> Yes

**[2026-05-10 13:18:41] user/Charlene Floyd**

> Let me show you what I want based on another company's website

**[2026-05-10 13:19:06] user/Charlene Floyd**

> [Image]

**[2026-05-10 13:19:14] admin/Mason**

> Sometimes it happens that immediately after installing your products, they are not recognized in this section and some time is needed (or you can exit the app once and re-enter the app).
> 
>  However, this is not a problem, you can directly check out-of-stock products in your store as well.

**[2026-05-10 13:19:23] admin/Mason**

> https://waxpaperribbon.com/products/red-and-green-marble-notecard-set-with-wax-seals-copy

**[2026-05-10 13:19:41] admin/Mason**

> I see. Could you please check if our embed is active in your theme?

**[2026-05-10 13:19:54] admin/Mason**

> All you need to do to activate it is to:
> 
>  1) Navigate to the "Theme" section of your online store.
>  2) Click on the "Customize" button of your live theme.
>  [Image] 3) Go to the "App Embeds" section.
>  3) Make sure the "Notify Me!" app embed is activated.
>  4) Click "Save".
>  [Image]

**[2026-05-10 13:27:28] user/Charlene Floyd**

> [Image] this is all I see

**[2026-05-10 13:27:37] user/Charlene Floyd**

> I'm on the Dawn theme

**[2026-05-10 13:29:07] user/Charlene Floyd**

> [Image] found it

**[2026-05-10 13:29:10] user/Charlene Floyd**

> it's on

**[2026-05-10 13:30:56] admin/Mason**

> Oh great then, thanks.

**[2026-05-10 13:31:17] admin/Mason**

> Is the Dawn theme now live in your store?

**[2026-05-10 13:31:36] user/Charlene Floyd**

> yes

**[2026-05-10 13:32:41] user/Charlene Floyd**

> [Image] I see this message

**[2026-05-10 13:34:36] admin/Mason**

> Okay, let me check your store.

**[2026-05-10 13:34:46] admin/Mason**

> I will get back to you shortly.

**[2026-05-10 13:34:54] user/Charlene Floyd**

> okay thank you

**[2026-05-10 13:57:47] admin/Mason**

> Thank you for being patient with me. It seems there is a problem with placing our codes in your theme, I need to forward it to the team for them to review.

**[2026-05-10 13:57:59] admin/Mason**

> For further investigation, we need collab access from you. If you are okay with that, I will send the request to you.

**[2026-05-10 13:58:41] user/Charlene Floyd**

> Yes that's fine. If you find that it can't be done, i'll delete that app. I may not be around after 11:00 Eastern time

**[2026-05-10 14:10:39] admin/Mason**

> I see. I will send the request now.

**[2026-05-10 14:18:45] admin/Mason**

> I have just sent it.

**[2026-05-10 14:24:50] user/Charlene Floyd**

> done.

**[2026-05-10 14:25:09] admin/Mason**

> Thank you.

**[2026-05-10 14:25:09] user/Charlene Floyd**

> Is that all you need for now? can I log off

**[2026-05-10 14:38:10] admin/Mason**

> Yes, yes, thank you

**[2026-05-10 14:38:19] admin/Mason**

> I will keep you posted.

**[2026-05-10 19:32:04] admin/Mason**

> Hello,
>  Thank you so much for your patience. I’ve checked with our team and it appears there was an issue identifying your shop, which caused our codes not to be properly added.
> 
>  A quick way to resolve this might be to uninstall the app and then reinstall it. This should help fix the problem and ensure the widget displays correctly in your store.
> 
>  Would you be able to try this when you have a moment? Please let me know if you need any assistance along the way!

**[2026-05-10 21:03:12] user/Charlene Floyd**

> I unintalled then re-installed.

**[2026-05-10 21:10:16] bot/Luna**

> The agent you were working with is currently unavailable.
> 
>  Your message has been received and will be followed up as soon as they are back online. ​
>  If you would like, you can add any relevant details now to help us resolve this faster.

**[2026-05-10 21:14:13] user/Charlene Floyd**

> I can wait

**[2026-05-10 21:14:14] bot/Luna**

> Got it! We will reply here as soon as possible. ​ Thanks for being patient with us. 🙌🏻

**[2026-05-10 21:14:14] bot/Luna [note]**

> Please snooze the ticket for the assignee.

**[2026-05-10 21:49:26] user/Charlene Floyd**

> I'll check back tomorrow. Thanks

**[2026-05-11 11:46:31] admin/Mason [note]**

> @Jira
>  1-Do you need an update in 24 hours : no
>  2-Issue in your words : Widget not displayed on store, it seems our code is not injected. ﻿3-What have you done : collab access granted, check JS and I did not see any sign of our codes, embed is active and...
>  ﻿4-Related URL : - ﻿5-Shop Password : -

**[2026-05-11 11:46:45] admin/Nareh [note]**

> 🔗 Jira ticket created
>  Jira link: https://partnerz.atlassian.net/browse/RS-6256
>  Please Link the Jira ticket to the conversation.
>  The SLA for this issue is 72 hours in business days.

**[2026-05-11 11:48:21] admin/Mason**

> Hi there,
>  I hope you're doing well.
> 
>  Apologies for the delayed response. I was out of the office when you replied.

**[2026-05-11 11:48:58] admin/Mason**

> Okay, thank you, I will now check it with the team and then get back to you.

**[2026-05-11 11:49:15] admin/Mason [note]**

> 🔗 Mason linked RS-6256: Back in stock widget not displaying on theme Jira · partnerz.atlassian.net

**[2026-05-11 11:58:59] user/Charlene Floyd**

> Thank you

**[2026-05-11 12:24:25] admin/Matin [note_and_unsnooze]**

> ⬆️ Nareh changed the status to CCE Check-in on RS-6256: Back in stock widget not displaying on theme Jira · partnerz.atlassian.net

**[2026-05-11 16:50:18] admin/Nareh [note_and_unsnooze]**

> ⬆️ Nareh changed the status to QA PASSED on RS-6256: Back in stock widget not displaying on theme Jira · partnerz.atlassian.net

**[2026-05-11 16:50:51] admin/Nareh [note]**

> 💬️ Nareh commented Added closing tags to theme liquid , issue solved. attaching screenshots for updating cases . [Image][Image][Image] on RS-6256: Back in stock widget not displaying on theme Jira · partnerz.atlassian.net

**[2026-05-11 16:51:18] admin/Nareh [note]**

> ⬆️ Nareh changed the status to QA PASSED on RS-6256: Back in stock widget not displaying on theme Jira · partnerz.atlassian.net

**[2026-05-11 17:13:12] admin/Mason**

> Hi there.
>  Thanks for being patient with me.
> 
>  The widget is now displayed for out of stock products. When you have a moment, could you please take a look and let us know your thoughts?

**[2026-05-11 17:19:12] user/Charlene Floyd**

> Thank you! I'll review now

**[2026-05-11 17:22:02] user/Charlene Floyd**

> It's working!! Thank you so much for the follow-through. Can I change the button to say Notify me when available?

**[2026-05-11 17:25:51] admin/Mason**

> You're most welcome :)
>  You can change the text here:
>  [Image] Of course, I have already changed it :) Is there anything else I can help you with?

**[2026-05-11 17:27:41] user/Charlene Floyd**

> I just did! No,that is all. Thank you so much!

**[2026-05-11 17:29:44] admin/Mason**

> Great then, you're most welcome.
>  Feel free to let me know whenever you have any questions or concerns.
> 
>  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! 🍒😍
> 
>  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.

**[2026-05-11 17:35:25] user/Charlene Floyd**

> Done! Thanks again

**[2026-05-11 17:40:00] admin/Mason**

> Thank you very much for your kindness!
> 
>  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.
> 
>  Have a great day! 🙌🏻

**[2026-05-11 17:40:13] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-11 17:40:13] bot/Luna**

> [Conversation Rating Request]

</details>
