---
conversation_id: "215474286248781"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474286248781?view=List"
shopify_domain: "ba6094-f6.myshopify.com"
shopify_url: "https://ba6094-f6.myshopify.com"
company_name: "Casey Kearney Jewelry"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-13T12:56:49Z"
closed_at: "2026-05-13T13:15:13Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Casey Kearney"
customer_email: "contact@caseykearney.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "contact"
seconds_to_human_handoff: 68
seconds_to_first_admin_reply: 68
seconds_from_start_to_review_ask: 242
seconds_from_handoff_to_review_ask: 174
seconds_from_first_reply_to_review_ask: 174
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 42
customer_message_count: 13
admin_message_count_total: 24
note_count: 0
customer_word_count: 72
admin_word_count: 476
count_reopens: 0
count_assignments: 6
handling_time_seconds: 1056
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: null
review_ticket_id: "215474292503013"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474292503013?view=List"
review_rating: 5
review_posted_at: "2026-05-13T18:21:21Z"
seconds_from_ask_to_review: 19230
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 215474286248781 — Casey Kearney Jewelry ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474286248781?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474292503013?view=List)  ·  🔗 [Visit Shopify store](https://ba6094-f6.myshopify.com)

## Overview
- **Merchant:** Casey Kearney — `contact@caseykearney.com` (team mailbox (`contact@…` — a shared inbox, not a single person))
- **Store:** ba6094-f6.myshopify.com · 🌍 Miami, Florida, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2024-05-27

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2026-05-11 22:20:48 UTC
- **Install to conversation start:** 1 day before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 4
- **Wishlist items count:** 16

## Summary
Merchant Casey Kearney wanted to show low stock warnings only when inventory drops below a certain threshold (e.g., under 5 units), rather than displaying full inventory counts to customers. Agent Nilou resolved this by setting a low stock threshold of 5, and also proactively improved the merchant's setup by relocating the wishlist button to the header, updating the confirmation message styling, and adding hover effects to the header icon.

> "I dont want to show our entire inventory to everyone but would like it to show when theres only a few left"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 12:56:49 | +0s | — |
| Handed to human (Nilou) | 2026-05-13 12:57:57 | +1m 8s | +0s |
| First reply to customer | 2026-05-13 12:57:57 | +1m 8s | +0s |
| Review requested by Nilou | 2026-05-13 13:00:51 | +4m 2s | +2m 54s |
| Conversation closed | 2026-05-13 13:15:13 | +18m 24s | +17m 16s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-13 18:21:21 | +5h 24m | +5h 23m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Low stock threshold configuration | The merchant wanted to display a low stock indicator only when inventory is below 5, rather than showing full inventory numbers to customers. | yes |
| 2 | How-To / Setup | Wishlist button placement | Agent proactively suggested and moved the wishlist button from the bottom left corner to the header as a heart icon. | yes |
| 3 | How-To / Setup | Confirmation message styling | Agent proactively offered to update the confirmation message styling to better match the merchant's store theme. | 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 from the merchant and routed the conversation to the human support team, while requesting additional details and a conversation rating.

## Review request
- **Asked:** Yes — +4m 2s after conversation start (+2m 54s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-13 18:21:21 UTC
- **Time from ask to review publish:** +5h 20m
- **Time from conversation start to publish:** +5h 24m
- **Match method:** `ok`
- **Shop name on review:** Casey Kearney Jewelry
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Customer service is super helpful when you have questions.

## Statistics
- **Messages:** 42 (13 customer, 24 admin)
- **Internal notes:** 0
- **Word count:** customer 72, admins 476
- **Total handling time (Intercom):** +17m 36s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Low stock threshold feature not available on Lite plan (agent bypassed this as a welcome gift)

## Full transcript
<details>
<summary>Click to expand — 42 messages</summary>

**[2026-05-13 12:56:49] user/Casey Kearney [source]**

> Can we make it so it only says low stock when its low like under 5 not the inventory of every item?

**[2026-05-13 12:57:01] bot/Luna**

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

**[2026-05-13 12:57:36] bot/Luna**

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

**[2026-05-13 12:57:53] user/Casey Kearney**

> I have a question

**[2026-05-13 12:57:54] 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:

**[2026-05-13 12:57:54] bot/Luna**

> [Conversation Rating Request]

**[2026-05-13 12:57:55] 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 contact@caseykearney.com.

**[2026-05-13 12:57:57] admin/Nilou**

> Hi Casey, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-13 12:58:11] user/Casey Kearney**

> I dont want to show our entire inventory to everyone but would like it to show when theres only a few left

**[2026-05-13 12:59:02] admin/Nilou**

> Yes!
>  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]

**[2026-05-13 12:59:09] admin/Nilou**

> [GIF]

**[2026-05-13 13:00:11] admin/Nilou**

> ✅Done Just refresh and the low stock inventory threshold should be set to 5

**[2026-05-13 13:00:24] user/Casey Kearney**

> THANK YOU!

**[2026-05-13 13:00:33] admin/Nilou**

> My pleasure! ^-^

**[2026-05-13 13:00:51] admin/Nilou**

> Let me just run a quick review on your panel to ensure you're getting the most out of the app

**[2026-05-13 13:01:52] admin/Nilou**

> Done, I have 2 suggestions for you if you're interested

**[2026-05-13 13:02:02] user/Casey Kearney**

> yes please Im new to this

**[2026-05-13 13:03:29] admin/Nilou**

> Of course! ^-^ The first suggestion is 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!

**[2026-05-13 13:03:49] user/Casey Kearney**

> sure

**[2026-05-13 13:03:53] admin/Nilou**

> And als while I was reviewing your confirmation message, I noticed how it currently appears:
>  [Image] I had an idea that might help it better match your theme and make it stand out even more:
>  [Image] What do you think?
>  Would you be interested in exploring this customization?

**[2026-05-13 13:04:18] user/Casey Kearney**

> yes lets make it match

**[2026-05-13 13:04:23] admin/Nilou**

> Of course! Let me move it for you
>  [GIF]

**[2026-05-13 13:04:32] admin/Nilou**

> Got it!👍

**[2026-05-13 13:04:40] user/Casey Kearney**

> thank you!!

**[2026-05-13 13:09:41] admin/Nilou**

> My absolute pleasure!

**[2026-05-13 13:09:46] admin/Nilou**

> ✅Both done

**[2026-05-13 13:10:10] user/Casey Kearney**

> I appreciate it

**[2026-05-13 13:10:24] admin/Nilou**

> I'm currently preparing a CSS to add the same hover affects to the header icon May I ask you something while I work on this?

**[2026-05-13 13:10:40] user/Casey Kearney**

> sure

**[2026-05-13 13:11:04] admin/Nilou**

> Thankssss 😍
> 
>  If you are satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. 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 ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-13 13:11:55] user/Casey Kearney**

> sure

**[2026-05-13 13:12:20] admin/Nilou**

> Thank you!! I really appreciate that🥹🙏

**[2026-05-13 13:12:26] admin/Nilou**

> If it is not too much trouble, can you let me 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. 😅🙈

**[2026-05-13 13:12:54] admin/Nilou**

> ✅Also the same hover affect is now added for the Wishlist header icon

**[2026-05-13 13:13:04] user/Casey Kearney**

> done!

**[2026-05-13 13:13:18] admin/Nilou**

> [GIF]

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

> All set for now? ^-^

**[2026-05-13 13:14:38] user/Casey Kearney**

> yes thanks!

**[2026-05-13 13:14:57] admin/Nilou**

> My pleasure! ^-^ If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-13 13:15:02] admin/Nilou**

> [GIF]

**[2026-05-13 13:15:24] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-13 13:15:25] bot/Luna**

> [Conversation Rating Request]

</details>
