---
conversation_id: "215473995132370"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473995132370?view=List"
shopify_domain: "x6cvve-b1.myshopify.com"
shopify_url: "https://x6cvve-b1.myshopify.com"
company_name: "MF Beards"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-20T19:17:22Z"
closed_at: "2026-04-20T20:57:28Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Grace", "Nilou"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Brandon Marszalski"
customer_email: "nexteksolution@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 345
seconds_to_first_admin_reply: 345
seconds_from_start_to_review_ask: 5705
seconds_from_handoff_to_review_ask: 5360
seconds_from_first_reply_to_review_ask: 5360
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 72
customer_message_count: 24
admin_message_count_total: 38
note_count: 6
customer_word_count: 313
admin_word_count: 636
count_reopens: 0
count_assignments: 4
handling_time_seconds: 5347
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: 5
intercom_cx_score: 4
review_ticket_id: "215473999844123"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473999844123"
review_rating: 5
review_posted_at: "2026-04-21T02:16:21Z"
seconds_from_ask_to_review: 19434
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 215473995132370 — MF Beards ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473995132370?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215473999844123)  ·  🔗 [Visit Shopify store](https://x6cvve-b1.myshopify.com)

## Overview
- **Merchant:** Brandon Marszalski — `nexteksolution@gmail.com` (personal address on a free email provider)
- **Store:** x6cvve-b1.myshopify.com · 🌍 Harker Heights, Texas, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2026-03-02

## App usage — Discounty
- **Discounty plan:** Lite — $9/monthly
- **Installed on:** 2026-03-22 15:24:43 UTC
- **Install to conversation start:** 29 days before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 689
- **Total orders through Discounty:** 37

## Summary
Brandon wanted to set up a sequential Buy X Get Y offer where purchasing one item would trigger a popup reward, and then a second popup offer after the first reward is selected. The bot was unable to fully assist and a human agent (Nilou) clarified that the app cannot re-trigger popups without a cart clear/refresh, offered workarounds including a cart widget and timer widget, but confirmed the countdown timer is not supported for Buy X Get Y campaigns. The issues were partially resolved with widget access granted, though the core sequential popup feature remains unsupported.

> "If not thats ok! I was just double checking. Thank you againf or all of your help and assistance today."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 19:17:22 | +0s | — |
| Handed to human (Nilou) | 2026-04-20 19:23:07 | +5m 45s | +0s |
| First reply to customer | 2026-04-20 19:23:07 | +5m 45s | +0s |
| Review requested by Nilou | 2026-04-20 20:52:27 | +1h 35m | +1h 29m |
| Conversation closed | 2026-04-20 20:57:28 | +1h 40m | +1h 34m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 02:16:21 | +6h 58m | +6h 53m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Feature Request | Sequential BXGY popup offers | Merchant wanted to trigger a second reward popup offer after a customer selects their first Buy X Get Y reward item. | no |
| 2 | How-To / Setup | Multiple reward items in BXGY | Merchant asked if a single BXGY campaign could offer multiple distinct reward items (X, Y, and Z). | partial |
| 3 | Feature Request | Countdown timer widget for BXGY campaigns | Merchant asked if a countdown timer widget could be enabled for Buy X Get Y campaigns. | no |
| 4 | How-To / Setup | Timer and savings widget access | Merchant was offered and granted access to timer and savings cart widget style settings. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to answer the BXGY multi-reward question with step-by-step instructions but provided inaccurate guidance before correctly acknowledging the limitation and escalating to a human agent.

## Review request
- **Asked:** Yes — +1h 35m after conversation start (+1h 29m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 02:16:21 UTC
- **Time from ask to review publish:** +5h 23m
- **Time from conversation start to publish:** +6h 58m
- **Match method:** `ok`
- **Shop name on review:** MF Beards
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 72 (24 customer, 38 admin)
- **Internal notes:** 6
- **Word count:** customer 313, admins 636
- **Total handling time (Intercom):** +1h 29m
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Discounty - asked for review
- **Topics:** DS - Asked for review

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
  - Remark: "Nilou was absolutely a pleasure to work with. She was very prompt, and had solutions for any issues we may have had. Will absolutely continue to keep reaching out whenever we have questions. Her support is unmatched!"
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced frustration with the AI Agent's inability to address a product limitation regarding multiple rewards in Buy X Get Y campaigns, leading to a request for human assistance. The teammate provided helpful solutions, granted feature access, and the customer expressed appreciation for the support.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - BXGY popup cannot be re-triggered for a second offer without clearing the cart and refreshing
- Only one distinct reward item can be selected per BXGY campaign; customers can pick duplicates when quantity is increased
- Countdown timer widget is not supported for Buy X Get Y campaigns

## Full transcript
<details>
<summary>Click to expand — 72 messages</summary>

**[2026-04-20 19:17:22] user/Brandon Marszalski [source]**

> Hello Hi, Hi I have question

**[2026-04-20 19:17:34] bot/Luna**

> Hello! I'm Luna, your AI assistant here to help with quick questions and concerns! If I can't handle something myself, a real human teammate will step in 💫 What can I assist you with today?

**[2026-04-20 19:18:17] user/Brandon Marszalski**

> I want to be able to BUY X get Y but also offer another item so example. Buy 1 Beard Oil, Offer for one product, then offer for another product. Is this doable?

**[2026-04-20 19:18:34] bot/Luna**

> Yes, Brandon - you can do this with a single Buy X Get Y campaign by adding multiple reward items (Y).
>  Steps:
>  1. Create a campaign and choose Buy X Get Y.
> 2. Set X = Beard Oil (and any minimum quantity you want).
> 3. In Y, select more than one reward product (for example, Product A and Product B).
> 4. Set the Y quantity to 1 (so they get 1 reward item per order), and choose whether the discount applies to the lowest-priced or highest-priced reward when multiple are eligible.
>  Extra: You can offer up to 100 variants as Y rewards in one campaign.
>  [Image] Source: How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-20 19:18:34] bot/Luna**

> Is that what you were looking for?

**[2026-04-20 19:19:07] user/Brandon Marszalski**

> no

**[2026-04-20 19:19:12] bot/Luna**

> Thanks for your patience! Could you please clarify if you want to offer different products as rewards for different quantities of Beard Oil purchased? For example, Buy 1 get Product A, Buy 2 get Product B? This will help me assist you better! 😊

**[2026-04-20 19:19:26] user/Brandon Marszalski**

> They need to get X , Y and then Z

**[2026-04-20 19:19:41] bot/Luna**

> Yes, Brandon - you can set it up so customers get X, Y, and Z in one Buy X Get Y campaign by giving them multiple rewards (Y).
>  Steps:
>  1. Create a Buy X Get Y campaign and set X to Beard Oil (and your minimum quantity).
> 2. In Customer gets (Y), add multiple reward products (Y and Z).
> 3. Set the Y quantity to 2 so they receive both rewards (Y and Z) when they qualify.
>  Extra: You can include up to 100 variants as Y rewards in a single campaign.
>  Source: How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-20 19:19:41] bot/Luna**

> Did that answer your question?

**[2026-04-20 19:20:41] user/Brandon Marszalski**

> No, because it only allows you to select 1 reward

**[2026-04-20 19:20:57] bot/Luna**

> You’re right, Brandon - in a single Buy X Get Y campaign, you can only pick one reward (Y) per order, even if you set the Y quantity higher.
>  So if you want customers to get X, Y, and Z (three separate items), that isn’t supported as one BXGY offer right now.
>  What you can do today is:
>  - Set Y quantity to 2 to give up to 2 rewards, but still only from the same Y pool you selected.
> - Or run multiple BXGY campaigns (same X can be used in multiple campaigns), but there’s no priority setting so they may both apply at once.
>  Quick check so I can suggest the cleanest setup: do you want Y and Z to be free, or discounted?
>  Source: How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-20 19:21:29] user/Brandon Marszalski**

> No this does not work because that would mean the customer could select two of the same item

**[2026-04-20 19:21:45] bot/Luna**

> You’re right, Brandon - that’s the key limitation: in a single Buy X Get Y campaign, customers can only pick one reward item (Y) per order, even if you set the Y quantity higher. So they can’t be forced to take X, Y, and Z as three separate free items from the same BXGY offer.
>  What you can do today is:
>  - Set Y quantity to 2 and let them choose 2 rewards from the same Y pool (but they can pick two of the same item).
> - Or run multiple BXGY campaigns for the same X, but there’s no priority setting so they may both apply at once.
>  If you tell me whether Y and Z must be free (not discounted), I can suggest the cleanest workaround within what’s currently supported.
>  Source: How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-20 19:21:45] bot/Luna**

> Is that what you were looking for?

**[2026-04-20 19:21:55] user/Brandon Marszalski**

> No can I p[ease speak to HOOMAN

**[2026-04-20 19:22:00] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about your needs so they have all the details to assist you better?

**[2026-04-20 19:22:34] bot/Luna**

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

**[2026-04-20 19:23:07] admin/Nilou**

> Hello Brandon,
> 
>  Thank you for contacting us.
>  I'm Nilou from the Customer Support team here, and I'm happy to be assisting you today 🙋‍♀️

**[2026-04-20 19:23:36] user/Brandon Marszalski**

> Good day

**[2026-04-20 19:24:04] admin/Nilou**

> Good day to you as well! Let me read your conversation

**[2026-04-20 19:24:19] user/Brandon Marszalski**

> I am trying to set it up like this
>  Customer adds 1 item to cart. Gets an offer popup for a reward item (BUYX get Y) But after they select the Y item. I need them to be prompted with another offer if possible

**[2026-04-20 19:25:28] admin/Nilou**

> Oh I see, May I ask if you've tried adding the Y product as the X item of another separate Buy X Get Y campaign that has the Z product as the reward? Does that make sense?

**[2026-04-20 19:25:53] admin/Nilou**

> In other words the Y product is the X item on a different campaign So we have 2 separate campaigns

**[2026-04-20 19:26:01] user/Brandon Marszalski**

> I have. I have two campaigns running ritght now but it does not seem to trigger it

**[2026-04-20 19:26:24] admin/Nilou**

> Let me check please

**[2026-04-20 19:30:35] admin/Nilou**

> It seems like the pop up can't be displayed again unless the cart is cleared and a refresh is made and the only way for customers to add the item to cart or access the pop up is this widget which is designed to give customers accessibility to the pop ups at anytime:
>  [Image] I'll be more than happy to grant you access to this widget without any extra charges How does that sound? Does that sound helpful?

**[2026-04-20 19:32:30] user/Brandon Marszalski**

> I believe this would contrast too much with my existing floaty button. I would however settle for a countdown widget for my product pages

**[2026-04-20 19:36:07] admin/Nilou**

> Of course! That's totally understandable Let me grant you access to the timer widget
>  [GIF]

**[2026-04-20 19:47:53] admin/Nilou**

> Thank you for your patience You can enable the timer now✅

**[2026-04-20 19:49:23] admin/Nilou**

> Would you please check and let me know if all is to your liking at the moment?

**[2026-04-20 19:52:34] user/Brandon Marszalski**

> I checked to see but it doesn't look like its an option for me

**[2026-04-20 19:52:39] user/Brandon Marszalski**

> Not sure if i'm looking in the right place

**[2026-04-20 19:53:12] user/Brandon Marszalski**

> [Image] [Image]

**[2026-04-20 19:55:16] admin/Nilou**

> You can select this right now:
>  [Image] And set it up Let me unlock that section for you too ​

**[2026-04-20 19:57:58] user/Brandon Marszalski**

> Where exactly are those settings? I don't see that anywhere

**[2026-04-20 19:59:23] admin/Nilou**

> On the main campaign page Where you edit the campaign

**[2026-04-20 20:00:22] admin/Nilou**

> I should clarify the timer is not usable for Buy X Get Y campaigns as they can't be set up with an end time But you can set this up on other campaign types

**[2026-04-20 20:05:36] admin/Nilou**

> ✅The access has been granted to you to: Adjust timer widgets' styles Adjust Saving on cart's widget's style I hope you find these useful

**[2026-04-20 20:05:50] admin/Nilou**

> And if there's anything else I could help you with, please let me know

**[2026-04-20 20:12:33] user/Brandon Marszalski**

> Hm.. Thank you I appreciate it. Oddly though my Buy X get Y discounts do have an end time. Why wouldn't it work on those?

**[2026-04-20 20:14:40] admin/Nilou**

> You're most welcome Really sorry about that That's because Buy X Get Y campaigns are basically automatic discounts If you notice once you activated this campaign, an automatic discount was added to your Shopify panel -&gt; Discounts It's unfortunately not possible to set end time for this campaign yet But I will definitely forward your feedback and your business needs internally

**[2026-04-20 20:21:19] admin/Nilou**

> Is there anything else I could help you with at the moment?

**[2026-04-20 20:42:23] admin/Nilou [note]**

> [App: Featurebase]

**[2026-04-20 20:42:40] user/Brandon Marszalski**

> [Image] So even with this it wouldn't work?

**[2026-04-20 20:43:06] user/Brandon Marszalski**

> If not thats ok! I was just double checking. Thank you againf or all of your help and assistance today.

**[2026-04-20 20:44:29] admin/Nilou**

> Hi there, Last I checked it didn't But let me double check with my team mates in case I made a mistake I'll be right back

**[2026-04-20 20:44:38] user/Brandon Marszalski**

> Ok thank you

**[2026-04-20 20:45:05] admin/Nilou [note]**

> dear Grace can we add countdown timer widget for Buy X Get Y campaigns? 🤔

**[2026-04-20 20:46:00] admin/Grace [note]**

> Honestly I'm not sure🤔

**[2026-04-20 20:46:32] admin/Nilou [note]**

> Let me test it then

**[2026-04-20 20:49:16] admin/Grace [note]**

> I think Stella tested it.
>  Not possible ):

**[2026-04-20 20:49:29] admin/Nilou [note]**

> Oh I see

**[2026-04-20 20:50:25] admin/Nilou**

> You're most welcome Unfortunately even with the timer, setting up the end timer widget is not currently possible

**[2026-04-20 20:50:57] admin/Nilou**

> I've alerted the technical team of this as well so they can improve this area Thank you so much for pointing that out

**[2026-04-20 20:51:47] user/Brandon Marszalski**

> No thank you! You have been a tremendous help and if It works in the future it would be amazing! Thank you again

**[2026-04-20 20:51:51] admin/Nilou**

> If you're all set for now may I ask for a favor? It will onlt take 2 tics but it means a lot to me🥺

**[2026-04-20 20:52:02] user/Brandon Marszalski**

> Absolutely I will. you're amazing

**[2026-04-20 20:52:08] admin/Nilou**

> You're absolutely welcome! Happy to help you

**[2026-04-20 20:52:27] admin/Nilou**

> Thank you for the kind words 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: Discounty Review Link

**[2026-04-20 20:53:02] admin/Nilou**

> I really appreciate your kindess Truly made my day after a long shift ^-^

**[2026-04-20 20:53:27] user/Brandon Marszalski**

> Absolutely Nilou, leaving the review now. Hope the rest of your day is excellent!

**[2026-04-20 20:53:50] admin/Nilou**

> Thank you! You too! That means a lot to me!🥹

**[2026-04-20 20:53:57] 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. 😅🙈

**[2026-04-20 20:55:13] admin/Nilou**

> [Image]

**[2026-04-20 20:55:32] user/Brandon Marszalski**

> Yep, just submitted it!

**[2026-04-20 20:55:57] admin/Nilou**

> [GIF]

**[2026-04-20 20:56:05] admin/Nilou**

> All set for now? ^-^

**[2026-04-20 20:56:13] user/Brandon Marszalski**

> All set. Thanks again!

**[2026-04-20 20:57:24] admin/Nilou**

> My pleasure😊 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,

**[2026-04-20 20:57:40] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-04-20 20:57:40] bot/Luna**

> [Conversation Rating Request]

</details>
