---
conversation_id: "215474044241489"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474044241489?sidebar_tab=details&view=List"
shopify_domain: "floral-goods.myshopify.com"
shopify_url: "https://floral-goods.myshopify.com"
company_name: "FloralGoods"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-24T03:27:21Z"
closed_at: "2026-04-24T04:12:15Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Floral Goods"
customer_email: "floral@floralgoods.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 298
seconds_to_first_admin_reply: 326
seconds_from_start_to_review_ask: 1677
seconds_from_handoff_to_review_ask: 1379
seconds_from_first_reply_to_review_ask: 1351
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 61
customer_message_count: 22
admin_message_count_total: 35
note_count: 0
customer_word_count: 240
admin_word_count: 585
count_reopens: 0
count_assignments: 5
handling_time_seconds: 2396
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: 5
review_ticket_id: "215474046764571"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474046764571?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-24T10:27:03Z"
seconds_from_ask_to_review: 23505
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 215474044241489 — FloralGoods ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474044241489?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474046764571?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://floral-goods.myshopify.com)

## Overview
- **Merchant:** Floral Goods — `floral@floralgoods.com` (personal business email (likely the founder or a named employee))
- **Store:** floral-goods.myshopify.com · 🌍 Irvine, California, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2019-05-25

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-24 03:22:44 UTC
- **Install to conversation start:** 4 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1
- **Wishlist items count:** 1

## Summary
The merchant from Floral Goods needed help customizing the app's colors and UI elements to match their Knoll theme, referencing a previous successful customization done for their other site RusticReach. Agent Rick made the color adjustments, moved the wishlist button to the header as a heart icon, and ensured the changes worked on both mobile and desktop. The merchant was fully satisfied and submitted a positive review.

> "The best customer support!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-24 03:27:21 | +0s | — |
| Handed to human (Rick) | 2026-04-24 03:32:19 | +4m 58s | +0s |
| First reply to customer | 2026-04-24 03:32:47 | +5m 26s | +28s |
| Review requested by Rick | 2026-04-24 03:55:18 | +27m 57s | +22m 59s |
| Conversation closed | 2026-04-24 04:12:15 | +44m 54s | +39m 56s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-24 10:27:03 | +6h 59m | +6h 54m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Theme color customization | The merchant asked for the app's colors to be changed to match their Knoll theme. | yes |
| 2 | How-To / Setup | Wishlist button styling and placement | The merchant asked for the wishlist button color to be changed and accepted Rick's suggestion to move it to the header as a heart icon. | yes |
| 3 | How-To / Setup | Mobile responsiveness | The merchant reported that the heart icon and wishlist button were not displaying correctly on mobile. | 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 details about the merchant's issue, asked for screenshots and URLs, assigned the conversation to the support team, and requested a conversation rating.

## Review request
- **Asked:** Yes — +27m 57s after conversation start (+22m 59s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-24 10:27:03 UTC
- **Time from ask to review publish:** +6h 31m
- **Time from conversation start to publish:** +6h 59m
- **Match method:** `ok`
- **Shop name on review:** FloralGoods
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> The best customer support ever!

## Statistics
- **Messages:** 61 (22 customer, 35 admin)
- **Internal notes:** 0
- **Word count:** customer 240, admins 585
- **Total handling time (Intercom):** +39m 56s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Free Chats First 15min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer received high-quality, helpful support from the teammate who successfully customized the app colors and buttons to match the theme. The customer expressed strong positive sentiment and was satisfied with the resolution.

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

## Full transcript
<details>
<summary>Click to expand — 61 messages</summary>

**[2026-04-24 03:27:21] user/Floral Goods [source]**

> Hi, I just added the app, the color is very different from my theme. Is it possible to help me change to match our theme color? Thank you

**[2026-04-24 03:27:27] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474044232196

**[2026-04-24 03:27:32] bot/Luna**

> I'll connect you with someone from our team who can assist with customizing the app to match your theme color. Meanwhile, could you share more details about your theme or the specific color you'd like to use? This will help them assist you more efficiently.

**[2026-04-24 03:28:06] bot/Luna**

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

**[2026-04-24 03:28:52] user/Floral Goods**

> I have a question

**[2026-04-24 03:28:52] 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:

**[2026-04-24 03:28:53] bot/Luna**

> [Conversation Rating Request]

**[2026-04-24 03:28:53] 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 floral@floralgoods.com.

**[2026-04-24 03:30:03] user/Floral Goods**

> Hi, I just added the app, the color is very different from my theme. Is it possible to help me change to match our theme color? We are using theme: Knoll. We had another site called RusticReach, you helped changed the color also. It also uses Knoll theme.

**[2026-04-24 03:32:47] admin/Rick**

> Hello there,
> 
>  Thank you for contacting us.
>  I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻‍♂️

**[2026-04-24 03:33:23] admin/Rick**

> Sure, I can help you with that!
>  Let me do a little Rick-Magic and get back to you shortly 😊

**[2026-04-24 03:38:38] user/Floral Goods**

> Thanks so much!

**[2026-04-24 03:41:44] admin/Rick**

> My pleasure 😇

**[2026-04-24 03:42:38] admin/Rick**

> OK, done with the placement ✅
> 
>  Before:
>  [Image]
>  After:
>  [Image]

**[2026-04-24 03:43:01] admin/Rick**

> Do you have any other stylings in mind that I can help you with? 😊

**[2026-04-24 03:44:16] user/Floral Goods**

> That looks beautiful!

**[2026-04-24 03:44:44] admin/Rick**

> Greatttt 😍 I'm glad you liked it!
>  Is there anything else I can assist you with at the moment, my friend?

**[2026-04-24 03:44:57] user/Floral Goods**

> for the [Wishlist] button on the homepage,

**[2026-04-24 03:45:08] user/Floral Goods**

> can it be changed to the same color? (now showing black color)

**[2026-04-24 03:45:35] admin/Rick**

> Let me suggest something better.. 😎

**[2026-04-24 03:45:43] admin/Rick**

> 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? Something like this:
>  [Image]
>  Adding it to the header makes it more visible and intuitive for customers, and the heart icon is instantly recognizable; It would look integrated more properly with your store, plus it could help improve engagement with your wishlist feature 😉

**[2026-04-24 03:45:57] admin/Rick**

> What do you think about that? 😉

**[2026-04-24 03:47:03] user/Floral Goods**

> Yes please heart icon looks great

**[2026-04-24 03:47:19] admin/Rick**

> Great! I'm on it ..
>  [Image]

**[2026-04-24 03:47:37] admin/Rick**

> Also, while I work on that, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-04-24 03:49:52] user/Floral Goods**

> [Image] my other site, it's showing longer, is it possible to make it longer?

**[2026-04-24 03:50:02] user/Floral Goods**

> Yes for sure!

**[2026-04-24 03:51:24] admin/Rick**

> Sure, I can make it look wider,
>  But the thing is that your SoldOut button is in this size! So if I make the other two buttons wider, that would look a bit weird.
> 
>  Should I apply a code to hide the sold-out button when the NotifyMe button is showing? 🤗

**[2026-04-24 03:53:14] user/Floral Goods**

> oh I see! do you know how to change the [sold out] button? That would be part of my theme, is it?

**[2026-04-24 03:54:13] admin/Rick**

> Yes, the SoldOut button should be adjusted within the theme editor.

**[2026-04-24 03:54:40] user/Floral Goods**

> I see. no change then :) Only the Wishlist Heart icon

**[2026-04-24 03:55:00] admin/Rick**

> Gotcha! I'm already on that ..

**[2026-04-24 03:55:08] admin/Rick**

> Also, regarding the favor I mentioned ...

**[2026-04-24 03:55:18] admin/Rick**

> If you were 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.

**[2026-04-24 03:55:44] user/Floral Goods**

> yes will do! The best customer support!

**[2026-04-24 03:56:06] admin/Rick**

> Wow! I appreciate your kindness 😍 ﻿Can't wait to read your kind words.

**[2026-04-24 03:56:19] admin/Rick**

> Aw, you're flattering me 😇

**[2026-04-24 03:56:31] user/Floral Goods**

> Just submitted review :)

**[2026-04-24 03:58:39] user/Floral Goods**

> [Image]

**[2026-04-24 03:58:57] admin/Rick**

> Can't thank you enough, my friend 😊

**[2026-04-24 03:59:37] user/Floral Goods**

> also, I do not see it on mobile yet

**[2026-04-24 04:00:30] admin/Rick**

> Yes, I was working on that. Should be OK now ✅
>  Would you please perform a hard refresh and check again? 🤗

**[2026-04-24 04:00:36] admin/Rick**

> Working on the mobile-view ..

**[2026-04-24 04:00:53] user/Floral Goods**

> [Image] Also the button on mobile

**[2026-04-24 04:01:26] admin/Rick**

> The heart icon in the header should now be OK on mobile and desktop ✅

**[2026-04-24 04:01:36] admin/Rick**

> No worries! Let me have a check on that, as well.

**[2026-04-24 04:02:29] user/Floral Goods**

> Heart icon looks great! Thank you

**[2026-04-24 04:02:48] admin/Rick**

> My absolute pleasure, my friend 😇 You're more than welcome!

**[2026-04-24 04:08:22] user/Floral Goods**

> Thank you. The button on mobile look great too.

**[2026-04-24 04:09:19] user/Floral Goods**

> I guess that's all we needed to custermize. Is there any other place you see often that other customer custermise?

**[2026-04-24 04:09:52] admin/Rick**

> I was working on the responsive design.
>  the button should now be OK on mobile and desktop-view ✅

**[2026-04-24 04:10:21] admin/Rick**

> I don't think so,
>  I tried to take care of all the customizations merchants usually ask for.

**[2026-04-24 04:10:37] admin/Rick**

> The store looks awesome now, if you're asking me 😎

**[2026-04-24 04:10:41] user/Floral Goods**

> Thanks so much for your help!

**[2026-04-24 04:11:03] admin/Rick**

> It's been my pleasure, my friend,
>  and thank YOU for the review 🫶🏻

**[2026-04-24 04:11:13] admin/Rick**

> We do offer support that is active almost 24/7, so please don't hesitate to reach out if you face any questions/issues 😇
> 
>  Is there anything else I can assist you with at the moment?

**[2026-04-24 04:11:38] user/Floral Goods**

> I am all good now. Thanks again! Have a great night

**[2026-04-24 04:11:53] admin/Rick**

> Awesome!
> 
>  It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.

**[2026-04-24 04:12:05] admin/Rick**

> You have a great day/night, as well! 🫶🏻
>  [GIF]

**[2026-04-24 04:12:27] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-04-24 04:12:27] bot/Luna**

> [Conversation Rating Request]

</details>
