---
conversation_id: "215474303184303"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474303184303?view=List"
shopify_domain: "ccd1cn-nz.myshopify.com"
shopify_url: "https://ccd1cn-nz.myshopify.com"
company_name: "Wick & Wonder UK"
is_vip: false
app: "Notify Me!"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-05-14T13:32:35Z"
closed_at: "2026-05-19T09:46:44Z"
state: "snoozed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Mo Ramez", "Nilou", "Pearl", "Rick", "Stella"]
agent_count: 6
agent_count_bucket: "3+"
customer_name: "Wick&Wonder Admin"
customer_email: "wickandwonderuk@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 81
seconds_from_start_to_review_ask: 72845
seconds_from_handoff_to_review_ask: 72844
seconds_from_first_reply_to_review_ask: 72764
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 19
customer_message_count: 4
admin_message_count_total: 19
note_count: 2
customer_word_count: 159
admin_word_count: 629
count_reopens: 1
count_assignments: 2
handling_time_seconds: 7026
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: null
review_ticket_id: "215474402284343"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474402284343?view=List"
review_rating: 5
review_posted_at: "2026-05-22T02:16:18Z"
seconds_from_ask_to_review: 577778
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 215474303184303 — Wick & Wonder UK ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474303184303?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474402284343?view=List)  ·  🔗 [Visit Shopify store](https://ccd1cn-nz.myshopify.com)

## Overview
- **Merchant:** Wick&Wonder Admin — `wickandwonderuk@gmail.com` (personal address on a free email provider)
- **Store:** ccd1cn-nz.myshopify.com · 🌍 Leicester, England, United Kingdom
- **App:** Notify Me! *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2025-11-04

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-07 09:46:40 UTC
- **Install to conversation start:** 7 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1
- **Wishlist items count:** 3

## Summary
The merchant (Wick&Wonder) had just installed the Notify Me app and agent Nilou proactively tidied up the button positioning, offered a free low-stock inventory threshold (set to 5) as a welcome gift, and moved the wishlist button to a heart icon in the header. The merchant was happy with all changes and confirmed they would leave a positive review on Shopify.

> "Thank you and Nilou so much for cleaning up the buttons and the welcome gift. Super helpful and really happy so far."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-14 13:32:35 | +0s | — |
| Handed to human (Nilou) | 2026-05-14 13:32:36 | +1s | +0s |
| First reply to customer | 2026-05-14 13:33:56 | +1m 21s | +1m 20s |
| Review requested by Nilou | 2026-05-15 09:46:40 | +20h 14m | +20h 14m |
| Conversation closed | 2026-05-19 09:46:44 | +4d 20h | +4d 20h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-22 02:16:18 | +7d 12h | +7d 12h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Button positioning / widget styling | The Notify Me button needed repositioning to better match the store design. | yes |
| 2 | Feature Request | Low stock inventory threshold | The merchant wanted a low stock inventory threshold set (to 5), which is not included in their Lite plan. | yes |
| 3 | How-To / Setup | Wishlist heart icon placement | The merchant asked whether they needed to change the wishlist button to a heart icon themselves or if support could do it. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +20h 14m after conversation start (+20h 14m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-22 02:16:18 UTC
- **Time from ask to review publish:** +6d 16h
- **Time from conversation start to publish:** +7d 12h
- **Match method:** `ok`
- **Shop name on review:** Wick & Wonder UK
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Great experience with the app, the customer service team Nilou & Stella are super helpful with support and advice

## Statistics
- **Messages:** 19 (4 customer, 19 admin)
- **Internal notes:** 2
- **Word count:** customer 159, admins 629
- **Total handling time (Intercom):** +1h 57m
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 6 (Grace, Mo Ramez, Nilou, Pearl, Rick, Stella)
- **Primary assignee:** Nilou
- **Team / Inbox:** Proactive

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Low stock threshold feature not available on Lite plan

## Full transcript
<details>
<summary>Click to expand — 19 messages</summary>

**[2026-05-14 13:32:35] user/Wick&amp;Wonder Admin [source]**

> I just installed Notify Me

**[2026-05-14 13:32:36] admin/Mo Ramez [note]**

> shopify_domain: ccd1cn-nz.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: True
> wishlist_is_activated: True

**[2026-05-14 13:33:56] admin/Nilou**

> Hi there, ﻿​﻿
>  Welcome to Notify Me! This is Nilou 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.

**[2026-05-14 13:38:25] admin/Nilou**

> The Notify me button is added and collecting requests. However, I am going to apply a wrapper to reposition the button so all the elements can match your beautiful store, better😊 This is how it's being displayed at the moment:
>  [Image]

**[2026-05-14 13:39:21] admin/Nilou**

> ✅Done
>  [Image] I hope it's all better now ^-^ ​

**[2026-05-14 13:39:35] admin/Nilou**

> I have 2 suggestions for you too in fact ^-^

**[2026-05-14 13:39:50] admin/Nilou**

> 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] It tends to be more visible and intuitive for customers up there, and the heart icon is instantly recognizable. Could help improve engagement with your wishlist feature.
>  Let me know if you'd like me to make that change for you – takes just a minute!

**[2026-05-14 13:39:56] admin/Nilou**

> Also!
>  This feature isn’t included in the Lite plan, but I’d love to offer you a special Welcome gift 🎁😍. I’d be more than happy to set up a Low Stock inventory threshold for you, so the stock will only show when it drops below a certain number.
>  [Image] How does that sound? And which number would you like me to set? 🔢

**[2026-05-14 21:31:34] user/Wick&amp;Wonder Admin**

> Hi Nilou,Thank you for tidying up the buttons, they look a whole lot better. I'd love the welcome gift for the low stock inventory threshold - that would be super helpful. Thanks so much. Please could you set it to 5 ? ​
>  Kind regards

**[2026-05-15 09:46:40] admin/Nilou**

> Hi there, You're absolutely welcome! Really glad you like it. ^-^ About the Low stock inventory, Absolutely! It'd be my pleasure. ✅It's Done. Feel free to refresh and you should have access to the Low stock threshold section. If you need help with anything else feel free to let me know. I'm here for you. And if you're all set for now, if you feel like it would you consider writing us a quick review if you've enjoyed your experience with us so far? We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿Looking forward to your reply. Warmest regards, Nilou | Notify me! customer care

**[2026-05-16 09:46:42] bot/Luna**

> Hey there,
> 
>  It looks like you're busy as we haven't heard back from you. Just a quick check-in to see if our previous message has reached you?

**[2026-05-19 09:46:44] bot/Luna**

> 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 and ready to help - just give us a shout at anytime if you have follow-up questions or need anything clarified and we'll go from there. ​
>  In the meantime, have a great day ahead! 👋🏻

**[2026-05-19 09:46:44] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 10:40:00] user/Wick&amp;Wonder Admin [open]**

> Hi Luna,
>  Thank you and Nilou so much for cleaning up the buttons and the welcome gift. Super helpful and really happy so far.
>  The only question I had was Nilou recommended changing the ‘Add to wishlist’ button to a heart sign instead as most users recognise it. Do I do that via my own store setting or do you change it for my store?
>  I’ll leave a positive review on Shopify and if I need further advice I’ll definitely be in touch.
>  Kind regards,
>  Wafa Wick and Wonder UK - premium artisan scented wax melts w: wickandwonder.uki:www.instagram.com/wickandwonder_uk
>  [Image]

**[2026-05-19 14:41:44] admin/Nilou**

> Hi dear Wafa, This is Nilou here. Thank you so much for your kind reply. Just to clear the air, Luna is our AI assistant. 😄 Yes! I remember making such suggestion. No action needed on your side. ^-^ ✅ I've made that change for you. Before:
>  [Image] Now:
>  [Image] Does all look to your liking now? ^-^ As always feel free to message us if you need anything. We're available 24/7. Also, if it's not too much trouble, I would absolutely be grateful if you could consider the favor I asked before; These reviews have a huge impact on our business, and this would mean the world! 🥹 ​
>  You can leave a review on Shopify in seconds via the link below: ​Notify me! | Review Link ​ ﻿Of course, if you want to do that. Have a great day! 🫶

**[2026-05-19 16:23:26] admin/Nilou [note]**

> review follow up Nilou

**[2026-05-20 12:42:55] user/Wick&amp;Wonder Admin**

> omg 😆
>  Thanks so much though, Nilou.
>  Kind regards,
>  Wafa

**[2026-05-20 16:21:34] admin/Nilou**

> Hi Wafa, You're absolutely welcome! My pleasure 🥹 Glad you liked it. ^-^ If you're happy with the services we're providing here, it would mean a lot to me personally if you kindly reconsider writing us a quick review. Here's the link: ﻿​﻿Notify me! | Review Link It would only take 2 seconds but would totally make my day. 🥹 Of course, totally optional. So no pressure at all ^-^ Let me know please if you need anything. Warmest regards, Nilou

**[2026-05-21 16:21:36] bot/Luna**

> Hey there,
> 
>  It looks like you're busy as we haven't heard back from you. Just a quick check-in to see if our previous message has reached you?

</details>
