---
conversation_id: "215474135173356"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474135173356?view=List"
shopify_domain: "browsofjoy.myshopify.com"
shopify_url: "https://browsofjoy.myshopify.com"
company_name: "Browsofjoy"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-30T23:43:17Z"
closed_at: "2026-04-30T23:59:57Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Canada"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Rina"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "info@browsofjoy.com User"
customer_email: "info@browsofjoy.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 49
seconds_from_start_to_review_ask: 789
seconds_from_handoff_to_review_ask: 787
seconds_from_first_reply_to_review_ask: 740
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 34
customer_message_count: 9
admin_message_count_total: 27
note_count: 2
customer_word_count: 45
admin_word_count: 414
count_reopens: 0
count_assignments: 2
handling_time_seconds: 950
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474136439996"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474136439996?view=List"
review_rating: 5
review_posted_at: "2026-05-01T02:18:21Z"
seconds_from_ask_to_review: 8515
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 215474135173356 — Browsofjoy ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474135173356?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474136439996?view=List)  ·  🔗 [Visit Shopify store](https://browsofjoy.myshopify.com)

## Overview
- **Merchant:** info@browsofjoy.com User — `info@browsofjoy.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** browsofjoy.myshopify.com · 🌍 Surrey, British Columbia, Canada
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** CAD
- **Store created on Shopify:** 2021-07-30

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-30 23:37:22 UTC
- **Install to conversation start:** 5 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** CAD 723
- **Total orders through Discounty:** 4

## Summary
A merchant launched their first Discounty campaign (a quantity discount for Sun Bum products) and reached out to support. Agent Grace proactively reviewed the campaign, offered free visual customizations to the discount table to match the store's theme, applied the changes to both of the merchant's discount campaigns, and the merchant was very happy with the results. The conversation ended with the merchant agreeing to leave a review.

> "Done and done. Have a great evening!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-30 23:43:17 | +0s | — |
| Handed to human (Grace) | 2026-04-30 23:43:19 | +2s | +0s |
| First reply to customer | 2026-04-30 23:44:06 | +49s | +47s |
| Review requested by Grace | 2026-04-30 23:56:26 | +13m 9s | +13m 7s |
| Conversation closed | 2026-04-30 23:59:57 | +16m 40s | +16m 38s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-01 02:18:21 | +2h 35m | +2h 35m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | First campaign setup and review | The merchant created their first Discounty campaign and engaged with support to confirm it was set up correctly. | yes |
| 2 | Feature Request | Discount table styling customization | The merchant accepted the agent's offer to customize the discount table styling to better match their store theme for both campaigns. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +13m 9s after conversation start (+13m 7s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-01 02:18:21 UTC
- **Time from ask to review publish:** +2h 21m
- **Time from conversation start to publish:** +2h 35m
- **Match method:** `ok`
- **Shop name on review:** Browsofjoy
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Discounty was exactly what I was looking for my tiered, bulk pricing. Highly recommend! Grace was super helpful with getting everything set up and customizing my discounts. 10/10

## Statistics
- **Messages:** 34 (9 customer, 27 admin)
- **Internal notes:** 2
- **Word count:** customer 45, admins 414
- **Total handling time (Intercom):** +15m 50s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Grace, Rina)
- **Primary assignee:** Grace
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Customization, Discounty - asked for review
- **Topics:** DS - First campaign - Proactive, DS - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate who provided helpful and customized support for their Discounty campaign, resulting in a low-effort, resolved interaction with strong positive sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 34 messages</summary>

**[2026-04-30 23:43:17] user/info@browsofjoy.com User [source]**

> I just created my first Discounty campaign.

**[2026-04-30 23:43:19] admin/Rina [note]**

> Quantity discount / Cart goal
>  Campaign Name: SunBum Buy More Save more
>  Campaign Type: Quantity discount / Cart goal
>  Campaign Status: Downloading
>  Use End Countdown timer: False
>  Use Start Countdown timer: False
>  App embed cart widget config: True
>  App embed: False
>  Minimum requirement: [{"criteria":1,"discount":10},{"criteria":2,"discount":15},{"criteria":3,"discount":20}]
>  Include Filters: Collection ​
>  - sun-bum
>  Exclude Filters: None
>  Sample Product List:
>  - Sun Bum | SPF 30 Original Lip balm
> - Sun Bum | Mineral SPF Spray
> - Sun Bum | Kids SPF 50 Clear Sunscreen Spray

**[2026-04-30 23:44:06] admin/Grace**

> Hi info@browsofjoy.com!
>  This is Grace from Discounty. Congrats on launching your first campaign! ✨
>  I’m going to check it right now and send over a preview. Sounds good?

**[2026-04-30 23:46:00] admin/Grace**

> Your campaign’s live and looking great! 😎 Here’s a snapshot of how it shows up in your store:
> 
>  [Image]
> 
>  Does it look good? Let me know if you need any adjustments,
>  ​﻿or just reply ‘Yes’ if you’re happy with it. 😊

**[2026-04-30 23:49:06] admin/Grace**

> Also, I wanted to let you know that I can customize the discount table to better align with your theme. Here is a suggestion I quickly drafted specifically for your store:
> 
>  Before:
>  [Image]
>  After:
> 
>  [Image]
>  What do you think?🩷
> 
>  If you are interested in the above-mentioned changes (or any other style), just let me know and I will take it from there, absolutely free of charge! 😊
> 
>  Do you like it?😍

**[2026-04-30 23:49:29] user/info@browsofjoy.com User**

> Sure! Thank you

**[2026-04-30 23:49:56] admin/Grace**

> I'm glad you like it😍

**[2026-04-30 23:50:18] admin/Grace**

> Could you please bear with me for a few moments while I make the changes?🙌

**[2026-04-30 23:50:25] admin/Grace**

> [GIF]

**[2026-04-30 23:51:54] user/info@browsofjoy.com User**

> haha! Can you do that for both of the discounts I created?

**[2026-04-30 23:52:13] admin/Grace**

> Sure thing!

**[2026-04-30 23:53:04] admin/Grace**

> All done!
>  tadaaa✨
>  [Image] Could you please check it out and let me know if you like it?😍

**[2026-04-30 23:53:49] admin/Grace**

> Once your other Discount is live the table with the new style will be displayed on that one as well 😊,
>  Does that sound good?

**[2026-04-30 23:54:06] user/info@browsofjoy.com User**

> Looks great!

**[2026-04-30 23:54:08] user/info@browsofjoy.com User**

> Thank you

**[2026-04-30 23:54:16] admin/Grace**

> [GIF]

**[2026-04-30 23:54:26] admin/Grace**

> You are absolutely welcome😍

**[2026-04-30 23:54:36] admin/Grace**

> Love the vibe of your store btw (:

**[2026-04-30 23:54:51] admin/Grace**

> I'm always happy to help dear
>  is there anything else I can help you out with at the moment ?😄

**[2026-04-30 23:55:10] admin/Grace [note]**

> 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🙈

**[2026-04-30 23:56:01] user/info@browsofjoy.com User**

> Thanks so much! You've been great

**[2026-04-30 23:56:07] user/info@browsofjoy.com User**

> Nothing else for now

**[2026-04-30 23:56:13] admin/Grace**

> you are too kind 😍

**[2026-04-30 23:56:18] admin/Grace**

> 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🙈

**[2026-04-30 23:56:26] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me?✨🥹

**[2026-04-30 23:56:51] user/info@browsofjoy.com User**

> Sure thing

**[2026-04-30 23:57:02] admin/Grace**

> Mentioning my name will be the cherry on top and it would honestly make my day! 🍒😍
>  You can write it here if you'd like: Discounty Review Link

**[2026-04-30 23:57:17] admin/Grace**

> Thank you so much😍🩷

**[2026-04-30 23:57:27] admin/Grace**

> [GIF]

**[2026-04-30 23:58:31] user/info@browsofjoy.com User**

> Done and done. Have a great evening!

**[2026-04-30 23:58:39] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-04-30 23:59:56] admin/Grace**

> Please feel free to reach out anytime,🤗
>  It would be our delight to help you out ✨🩷
> 
>  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.
> 
>  [GIF]
>  Have a great day and wishing you great success with your business! 🙌🏻😍

**[2026-05-01 00:00:08] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-01 00:00:08] bot/Luna**

> [Conversation Rating Request]

</details>
