---
conversation_id: "215474083921217"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474083921217?view=List"
shopify_domain: "fqn8sy-bc.myshopify.com"
shopify_url: "https://fqn8sy-bc.myshopify.com"
company_name: "GOGOSHA"
is_vip: false
app: "Discounty"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-27T21:50:28Z"
closed_at: "2026-04-27T22:32:54Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GE"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Rina", "Stella"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "mariam gogoshvili"
customer_email: "mariamgogoshvili123@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 239
seconds_from_start_to_review_ask: 1274
seconds_from_handoff_to_review_ask: 1273
seconds_from_first_reply_to_review_ask: 1035
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 21
customer_message_count: 7
admin_message_count_total: 18
note_count: 3
customer_word_count: 44
admin_word_count: 441
count_reopens: 0
count_assignments: 2
handling_time_seconds: 2161
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: "215474085909984"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474085909984"
review_rating: 5
review_posted_at: "2026-04-28T02:18:00Z"
seconds_from_ask_to_review: 14778
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 215474083921217 — GOGOSHA ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474083921217?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474085909984)  ·  🔗 [Visit Shopify store](https://fqn8sy-bc.myshopify.com)

## Overview
- **Merchant:** mariam gogoshvili — `mariamgogoshvili123@gmail.com` (personal address on a free email provider)
- **Store:** fqn8sy-bc.myshopify.com · 🌍 Tbilisi, Tbilisi, Georgia
- **App:** Discounty *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GEL
- **Store created on Shopify:** 2024-10-16

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-27 20:58:59 UTC
- **Install to conversation start:** 51 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** GEL 535
- **Total orders through Discounty:** 5

## Summary
Merchant Mariam launched her first Discounty quantity discount campaign and reached out for support. Agent Grace verified the campaign was running, proactively offered free widget styling customization, applied CSS changes to match the merchant's preferred style, and confirmed the final result. The merchant was fully satisfied and agreed to leave a review.

> "Yes, it's great!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-27 21:50:28 | +0s | — |
| Handed to human (Grace) | 2026-04-27 21:50:29 | +1s | +0s |
| First reply to customer | 2026-04-27 21:54:27 | +3m 59s | +3m 58s |
| Review requested by Grace | 2026-04-27 22:11:42 | +21m 14s | +21m 13s |
| Conversation closed | 2026-04-27 22:32:54 | +42m 26s | +42m 25s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-28 02:18:00 | +4h 27m | +4h 27m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | First campaign launch check | The merchant created her first Discounty discount campaign and implicitly sought confirmation it was set up correctly. | yes |
| 2 | Feature Request | Widget style customization | The agent proactively offered and applied custom CSS styling to the discount widget to better align with the merchant's store theme. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +21m 14s after conversation start (+21m 13s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-28 02:18:00 UTC
- **Time from ask to review publish:** +4h 6m
- **Time from conversation start to publish:** +4h 27m
- **Match method:** `ok`
- **Shop name on review:** GOGOSHA
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Grace helped so much! thank you

## Statistics
- **Messages:** 21 (7 customer, 18 admin)
- **Internal notes:** 3
- **Word count:** customer 44, admins 441
- **Total handling time (Intercom):** +36m 1s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (Grace, Rina, Stella)
- **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 customization support and clear communication, resulting in a successful campaign setup and enthusiastic customer sentiment.

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

## Full transcript
<details>
<summary>Click to expand — 21 messages</summary>

**[2026-04-27 21:50:28] user/mariam gogoshvili [source]**

> I just created my first Discounty campaign.

**[2026-04-27 21:50:29] admin/Rina [note]**

> Quantity discount / Cart goal
>  Campaign Name: 15-20-30
>  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":15},{"criteria":2,"discount":20},{"criteria":3,"discount":30}]
>  Include Filters: All store
>  Exclude Filters: None
>  Sample Product List:
>  - ფლოკის ჩანთა (დიდი ზომა)/Flock bag (Big size)
> - ეკო-ტყავის საბარათე
> - წელის ჩანთა/Waist bag

**[2026-04-27 21:54:27] admin/Grace [assignment]**

> Hi mariam!
>  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?

**[2026-04-27 21:56:47] admin/Grace**

> Your campaign is now up and running! Take a look at how it shows up on your store:
>  [Image]
>  Also, I wanted to let you know that we can customize the {} to better align with your theme. Here is a suggestion:
> 
>  Before:
> 
>  [Image] After:
> 
>  [Image] What do you think?
>  If you are interested in the above-mentioned changes (or any other style), just reply to this message and I will take it from there, absolutely free of charge! 😊

**[2026-04-27 21:57:27] admin/Grace**

> Do you like it ,dear Mariam?😍
>  We can also try a different color if you'd like.
>  Do you have anything in mind? 🙌✨

**[2026-04-27 21:59:20] user/mariam gogoshvili**

> Hello, i love second one! Thank u! ​

**[2026-04-27 22:00:44] admin/Grace**

> Hi there Mariam,
>  Grace here👋
>  I'm so glad you like it 😄
>  I'll take care of it for you right away!
>  [GIF]

**[2026-04-27 22:02:19] admin/Grace [note]**

> .discounty-volume-discount-widget__buy-label{
>  background: black;
>  color: white !important}
> 
>  .discounty-volume-discount-widget__get-label{
>  background: black;
>  color: white !important}

**[2026-04-27 22:04:30] admin/Grace**

> All done!
>  Tadaa✨
>  Could you please also check it out from your end and let me know if you like how it looks?🤍
>  [Image]
>  Once you do that I can finalize the changes 😊
>  Does it look good to you, dear Mariam? 🙌

**[2026-04-27 22:06:37] user/mariam gogoshvili**

> Yes, it’s great! ​

**[2026-04-27 22:07:49] admin/Grace**

> Amazing,
>  I have finalized the changes😍
>  [GIF]
> 
>  Is there anything else I can help you out with,dear Mariam?🙌😊

**[2026-04-27 22:08:49] user/mariam gogoshvili**

> No, thank you so much for your help ​

**[2026-04-27 22:11:42] admin/Grace**

> It was my absolute pleasure,🙌
>  Please feel free to reach out anytime, I would be honored to help 🥹
> 
> 
>  Also, before you go would you mind doing me a quick favor? I promise it’ll only take three clicks! but it would help me out A LOT😅
> 
>  If you were happy with the service you received, could you consider giving us a quick review?😍
>  Mentioning my name will be the cherry on top! 🍒😍
>  You can write it here if you'd like: Discounty Review Link
> 
>  Thank you so much regardless ((;
>  [GIF]

**[2026-04-27 22:15:44] user/mariam gogoshvili**

> Okey sure no problem❤️🍒🍒🍒 ​

**[2026-04-27 22:17:50] 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 🥹
>  [GIF] 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. 😅🙈
> 
>  Thank you so much, once again 💛

**[2026-04-27 22:18:35] admin/Stella [note]**

> [Image]

**[2026-04-27 22:19:09] user/mariam gogoshvili**

> I already submitted it!❤️✨ ​

**[2026-04-27 22:30:47] admin/Grace**

> Thank you so much 😍
>  It might not seem like much but You truly brightened my day (:
>  Please reach out anytime it would be my pleasure to help you out
>  [GIF] Thank you so much for your kindness once more 🙏
>  Wishing you a great week ahead and lots of success with your business✨

**[2026-04-27 22:31:58] user/mariam gogoshvili**

> You too! have a great week!🌺

**[2026-04-27 22:33:05] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-04-27 22:33:05] bot/Luna**

> [Conversation Rating Request]

</details>
