---
conversation_id: "215474345229668"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474345229668?view=List"
shopify_domain: "0d3678-88.myshopify.com"
shopify_url: "https://0d3678-88.myshopify.com"
company_name: "erijoy"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-18T11:15:51Z"
closed_at: "2026-05-18T13:01:57Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "PRT"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Pearl", "Stella"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Svenja Mareike Kessler"
customer_email: "svenja@erijoy.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 86
seconds_to_first_admin_reply: 86
seconds_from_start_to_review_ask: 3602
seconds_from_handoff_to_review_ask: 3516
seconds_from_first_reply_to_review_ask: 3516
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 102
customer_message_count: 54
admin_message_count_total: 40
note_count: 3
customer_word_count: 478
admin_word_count: 670
count_reopens: 0
count_assignments: 6
handling_time_seconds: 6318
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: null
review_ticket_id: "215474351692930"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474351692930?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-18T18:22:22Z"
seconds_from_ask_to_review: 21989
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 215474345229668 — erijoy ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474345229668?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474351692930?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://0d3678-88.myshopify.com)

## Overview
- **Merchant:** Svenja Mareike Kessler — `svenja@erijoy.com` (personal business email (likely the founder or a named employee))
- **Store:** 0d3678-88.myshopify.com · 🌍 Coimbra, Coimbra, Portugal
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2024-06-22

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2024-07-19 14:49:27 UTC
- **Install to conversation start:** 1y 10mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 7
- **Wishlist items count:** 2

## Summary
Merchant Svenja wanted to reinstate an inline 'back in stock' form with an embedded email field directly on the product page, which had previously been set up but stopped working. Agent Pearl enabled the inline form, customized its styling to match the merchant's brand (corner radius, colors, font, alignment), hid the duplicate theme button, and fixed the confirmation message display. The merchant was satisfied with the result and agreed to upgrade to a paid plan.

> "if the form doesnt disappear/the confirmation message comes for me at the end of the page .. they will be confused if it worked"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-18 11:15:51 | +0s | — |
| Handed to human (Pearl) | 2026-05-18 11:17:17 | +1m 26s | +0s |
| First reply to customer | 2026-05-18 11:17:17 | +1m 26s | +0s |
| Review requested by Pearl | 2026-05-18 12:15:53 | +1h 0m | +58m 36s |
| Conversation closed | 2026-05-18 13:01:57 | +1h 46m | +1h 44m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-18 18:22:22 | +7h 6m | +7h 5m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Inline back-in-stock form not working | The merchant asked why the inline 'back in stock' form with an embedded email field on the product page had stopped working. | yes |
| 2 | How-To / Setup | Inline form customization | The merchant asked how to customize the inline form to match her brand styling including colors, corner radius, font, and alignment. | yes |
| 3 | Technical Bug | Duplicate sold-out button appearing | The merchant pointed out that a duplicate sold-out button from the theme was appearing alongside the app's form. | yes |
| 4 | Technical Bug | Confirmation message not replacing inline form | The merchant reported that after submitting an email, the form did not disappear and the confirmation message was not shown in place of the form. | partial |
| 5 | How-To / Setup | Viewing collected email addresses | The merchant asked whether there was a way to view the email addresses that had been entered through the form. | yes |
| 6 | Billing | Plan pricing inquiry | The merchant asked about pricing and notification limits on paid plans. | 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 collected initial context about the merchant's issue, asked for additional details and screenshots, categorized the contact reason, and assigned the conversation to the human support team.

## Review request
- **Asked:** Yes — +1h 0m after conversation start (+58m 36s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-18 18:22:22 UTC
- **Time from ask to review publish:** +6h 6m
- **Time from conversation start to publish:** +7h 6m
- **Match method:** `ok`
- **Shop name on review:** erijoy
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Had a fast effective humanly interaction with Pearl customising a form :)

## Statistics
- **Messages:** 102 (54 customer, 40 admin)
- **Internal notes:** 3
- **Word count:** customer 478, admins 670
- **Total handling time (Intercom):** +1h 45m
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 2 (Pearl, Stella)
- **Primary assignee:** Pearl
- **Team / Inbox:** Chat 1

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 1

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Inline form does not disappear after email submission — confirmation message cannot replace the form
- Variant selector alignment on Brave and Safari browsers could not be fully resolved during the session
- Form customization UI is locked in the merchant-facing dashboard and only accessible via backend by support agents

## Full transcript
<details>
<summary>Click to expand — 102 messages</summary>

**[2026-05-18 11:15:51] user/Svenja Mareike Kessler [source]**

> [Image] Hello, I once set up a "back in store button" that also included an email field direclty on the product page (instead of just a button that people need to click on) .. is that still possible? Many thanks Svenja

**[2026-05-18 11:16:04] bot/Luna**

> I'll connect you with someone from our team who can assist you further. Meanwhile, could you please share any additional details about your setup or requirements to help them understand your needs better?

**[2026-05-18 11:16:39] bot/Luna**

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

**[2026-05-18 11:17:06] user/Svenja Mareike Kessler**

> A major feature has stopped working

**[2026-05-18 11:17:07] bot/Luna**

> Got it, 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:

**[2026-05-18 11:17:08] bot/Luna**

> [Conversation Rating Request]

**[2026-05-18 11:17:08] 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 svenja@erijoy.com.

**[2026-05-18 11:17:12] bot/Luna [conversation_summary]**

> Question The customer contacted us to reinstate a "back in store" button with an embedded email field on the product page that had stopped working. Summary • Customer Svenja inquires about reinstating a "back in store" button with an embedded email field on the product page.
> • Bot requests additional setup details and connects Svenja to the support team.
> • Svenja selects "A major feature has stopped working" as the contact reason.
> • Bot assigns the case to the team and asks for screenshots, URLs, and more details.
> • Bot informs Svenja of typical response times and confirms replies will be sent to her email.

**[2026-05-18 11:17:17] admin/Pearl**

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

**[2026-05-18 11:18:28] user/Svenja Mareike Kessler**

> Hi :0

**[2026-05-18 11:18:33] user/Svenja Mareike Kessler**

> :)

**[2026-05-18 11:18:47] user/Svenja Mareike Kessler**

> it's basically about converting peoepl faster directer with an immediate email field

**[2026-05-18 11:19:41] admin/Pearl**

> Got it.
>  Let me see what I can do please! :)

**[2026-05-18 11:20:25] admin/Pearl**

> I enabled form for you but do you have any live sold out item on your store now that I can check?

**[2026-05-18 11:22:47] user/Svenja Mareike Kessler**

> no, can i set a product manually on sold out for testing purposes?

**[2026-05-18 11:23:45] admin/Pearl**

> Yes, please🙏

**[2026-05-18 11:24:16] user/Svenja Mareike Kessler**

> [Image] ah now i see it, i think, so you activated inline form?

**[2026-05-18 11:24:43] admin/Pearl**

> Yea, that is right!
>  Does it look good?

**[2026-05-18 11:26:21] user/Svenja Mareike Kessler**

> not really, i dont want phone number and it doesnt match my brand, i am happy to pay - is that customisation in the starter plan?

**[2026-05-18 11:27:59] admin/Pearl**

> The SMS option is disabled in your panel so it should not appear.
>  That is just a mock up.

**[2026-05-18 11:28:24] user/Svenja Mareike Kessler**

> where can i customise it?

**[2026-05-18 11:28:43] user/Svenja Mareike Kessler**

> [Image] customise is locked

**[2026-05-18 11:29:49] admin/Pearl**

> The option is actually only available on backend and for merchants who ask to have it enabled.
> 
>  Once we do, we are also able to customize it for you.
>  If you kindly let me know what changes you want and also, make a product sold out and published on your store, I can start applying the customization for you.

**[2026-05-18 11:31:37] user/Svenja Mareike Kessler**

> [Image] [Image] mhhh just like my buttons and email fields https://erijoy.com/products/tim-wilkening-meals-in-jars

**[2026-05-18 11:31:47] user/Svenja Mareike Kessler**

> and then i can reuse this style for any product page

**[2026-05-18 11:33:33] admin/Pearl**

> Thank you!
> 
>  I still need an actual sold out item to apply the changes on it :)
>  If its easier, you can send me a preview link of a draft product if you like.

**[2026-05-18 11:37:22] user/Svenja Mareike Kessler**

> set this test product on sold out https://erijoy.com/products/tim-wilkening-meals-in-jars

**[2026-05-18 11:38:28] admin/Pearl**

> Amazing! Let me work on it please :) I also have a quick suggestion for you – I noticed the wishlist access button is currently in the bottom left corner. Would you be interested in moving it to your header as a heart icon instead?
>  [Image]

**[2026-05-18 11:38:45] user/Svenja Mareike Kessler**

> wishlist is removed now

**[2026-05-18 11:39:03] user/Svenja Mareike Kessler**

> i just one button, where peoepl can enter their mail and then get notified once available

**[2026-05-18 11:39:19] admin/Pearl**

> Got it👍

**[2026-05-18 11:40:11] user/Svenja Mareike Kessler**

> well now it actually already shows up in my brand

**[2026-05-18 11:40:17] user/Svenja Mareike Kessler**

> as i configured it 1 year ago

**[2026-05-18 11:40:33] user/Svenja Mareike Kessler**

> [Image] just what is the button above?

**[2026-05-18 11:40:43] user/Svenja Mareike Kessler**

> and i dont want variants after teh mail

**[2026-05-18 11:41:14] admin/Stella [note]**

> [Image]

**[2026-05-18 11:43:49] admin/Pearl**

> I see. I can make sure the sold out button that is coming from your theme is hidden when our button is present.
> 
>  As for the variant, I can hide it for you but I don't recommend it because if there are multiple sold out variants for a product, this helps customers directly select the variant they want.

**[2026-05-18 11:44:20] admin/Pearl**

> Also, here is an idea to make the form more aligned with your theme:
>  [Image]

**[2026-05-18 11:44:52] user/Svenja Mareike Kessler**

> yes, agree, then hide the sold out button and leave teh variants

**[2026-05-18 11:45:22] user/Svenja Mareike Kessler**

> yes, corner radius is 16px for the fields

**[2026-05-18 11:45:29] user/Svenja Mareike Kessler**

> bit more space to enter mail

**[2026-05-18 11:45:40] user/Svenja Mareike Kessler**

> text all in same colour plz

**[2026-05-18 11:45:52] user/Svenja Mareike Kessler**

> 16px for button corner

**[2026-05-18 11:46:19] user/Svenja Mareike Kessler**

> ok and can i edit the text and placeholder email myself?

**[2026-05-18 11:48:16] admin/Pearl**

> Got it. Let me do that.
>  Yes, you can edit them from here:
>  [Image] [Image]

**[2026-05-18 11:48:42] user/Svenja Mareike Kessler**

> nice

**[2026-05-18 11:52:57] admin/Pearl**

> Great. How does it look now?
>  [Image]

**[2026-05-18 11:54:14] user/Svenja Mareike Kessler**

> [Image] yes nice except the button

**[2026-05-18 11:54:35] user/Svenja Mareike Kessler**

> and once i entered my mail and click the button the form dossnt disappear and shows the confrimration

**[2026-05-18 11:56:01] admin/Pearl**

> Oh, thanks for pointing it out.
>  Let me fix that.
> 
>  After submitting the email, this confirmation message appears, yes:
>  [Image]
>  Would you like me to change the blue icon to match the text color?

**[2026-05-18 11:56:18] user/Svenja Mareike Kessler**

> and there is no way to see the email addresses that were entered aye?

**[2026-05-18 11:56:33] user/Svenja Mareike Kessler**

> yes match text colour

**[2026-05-18 11:56:49] user/Svenja Mareike Kessler**

> and the confirmation message should appear instead of the inline form

**[2026-05-18 11:58:28] admin/Pearl**

> You can see the email addresses from the reports tab:
>  [Image]
>  Their full info becomes visible on paid plans:
>  [Image]

**[2026-05-18 11:59:19] user/Svenja Mareike Kessler**

> ok great

**[2026-05-18 11:59:23] user/Svenja Mareike Kessler**

> and then your pricing is about, how many people actually enetered their mail .. 100 free for back in stock?

**[2026-05-18 12:00:12] admin/Pearl**

> Button hover affect is removed and confirmation toast icon is customized:
>  [Image] [Image]

**[2026-05-18 12:00:32] admin/Pearl**

> It is not currently possible for the inline form to disappear after the email is submitted

**[2026-05-18 12:02:02] admin/Pearl**

> On paid plan, you can receive unlimited requests.
>  The monthly notification limits differ on each plan.
>  You can check from here:
>  [Image]

**[2026-05-18 12:02:24] user/Svenja Mareike Kessler**

> [Image] thank you, still looks like two buttons stacked on each other, but is ok :)

**[2026-05-18 12:02:45] user/Svenja Mareike Kessler**

> if the form doesnt disappear/the confirmation message comes for me at the end of the page .. they will be confused if it worked

**[2026-05-18 12:03:00] user/Svenja Mareike Kessler**

> yes will take starter plan then

**[2026-05-18 12:04:24] user/Svenja Mareike Kessler**

> [Image] ok that happened on another browser

**[2026-05-18 12:04:41] admin/Pearl**

> Ohhh, I see. I see.
>  Its fixed now:
>  [Image]

**[2026-05-18 12:05:13] admin/Pearl**

> So, the confirmation message position is good?

**[2026-05-18 12:05:22] user/Svenja Mareike Kessler**

> [Image] thank youuu can we just adjust all 3 of tehse to 16px

**[2026-05-18 12:06:08] user/Svenja Mareike Kessler**

> yes confirmation message seems good

**[2026-05-18 12:06:35] admin/Pearl**

> Perfect :) Yes, you got it:
>  [Image]

**[2026-05-18 12:06:57] user/Svenja Mareike Kessler**

> on mobile the variant selector needs to be a bit more left plz and everything aligned to left

**[2026-05-18 12:07:59] user/Svenja Mareike Kessler**

> also on desktop all left aligned

**[2026-05-18 12:08:29] admin/Pearl**

> Absolutely.
>  I am going to align the form to the left on both mobile and desktop view👍

**[2026-05-18 12:11:40] admin/Pearl**

> While I work on this, feel free to let me know if you need help with any thing else please :)

**[2026-05-18 12:12:09] user/Svenja Mareike Kessler**

> only if possible also make the font in Cabin :)

**[2026-05-18 12:14:36] admin/Pearl**

> Let me see what I can do😉

**[2026-05-18 12:14:51] admin/Pearl**

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

**[2026-05-18 12:15:17] user/Svenja Mareike Kessler**

> yes

**[2026-05-18 12:15:53] admin/Pearl**

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

**[2026-05-18 12:17:07] user/Svenja Mareike Kessler**

> done

**[2026-05-18 12:17:44] admin/Pearl**

> Wow, thank you so much!
>  Was it a 5 star?✨

**[2026-05-18 12:17:53] user/Svenja Mareike Kessler**

> yes

**[2026-05-18 12:18:27] admin/Pearl**

> I truly appreciate your kindness.
>  It absolutely made my day!

**[2026-05-18 12:18:50] admin/Pearl**

> I am making sure all items are left aligned and am checking the texts separately for the font-family

**[2026-05-18 12:22:23] admin/Stella [note]**

> [GIF]

**[2026-05-18 12:22:53] admin/Pearl**

> How does it look?
>  [Image] [Image]

**[2026-05-18 12:23:15] admin/Pearl [note]**

> Stella
>  [GIF]

**[2026-05-18 12:24:37] user/Svenja Mareike Kessler**

> [Image] greattt, jjust the selector for variants on mobile to the left

**[2026-05-18 12:25:48] admin/Pearl**

> I see it quite different🤔
>  Let me try another browser and device.

**[2026-05-18 12:37:41] admin/Pearl**

> Sorry about the delay.
>  I am still trying to figure out why it appears like that on Safari and how to adjust it.

**[2026-05-18 12:37:48] user/Svenja Mareike Kessler**

> works in chrome :)

**[2026-05-18 12:37:54] user/Svenja Mareike Kessler**

> it's in brave browser

**[2026-05-18 12:38:01] user/Svenja Mareike Kessler**

> it's fine

**[2026-05-18 12:38:13] user/Svenja Mareike Kessler**

> thank you s much for your efforts!!

**[2026-05-18 12:38:15] user/Svenja Mareike Kessler**

> need to go now

**[2026-05-18 12:38:20] user/Svenja Mareike Kessler**

> happy monday &lt;3

**[2026-05-18 12:39:21] admin/Pearl**

> Yes, it is :)
>  I work on it some more to see if I can adjust it on Brave and Safari, too.

**[2026-05-18 12:39:26] admin/Pearl**

> Thanks for being the best

**[2026-05-18 12:39:39] admin/Pearl**

> Wishing you lots of success and a lovely rest of your week

**[2026-05-18 12:39:57] user/Svenja Mareike Kessler**

> thank youuuuu, all the bets

**[2026-05-18 12:39:59] user/Svenja Mareike Kessler**

> best

**[2026-05-18 12:40:32] admin/Pearl**

> [GIF]

**[2026-05-18 13:02:31] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-18 13:02:31] bot/Luna**

> [Conversation Rating Request]

</details>
