---
conversation_id: "215474105035268"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474105035268?view=List"
shopify_domain: "fuk4ge-kx.myshopify.com"
shopify_url: "https://fuk4ge-kx.myshopify.com"
company_name: "Brick n Build"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-29T05:04:54Z"
closed_at: "2026-04-29T12:17:38Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "ZAF"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Grant Muller"
customer_email: "grant@seedsforafrica.co.za"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 226
seconds_to_first_admin_reply: 238
seconds_from_start_to_review_ask: 5280
seconds_from_handoff_to_review_ask: 5054
seconds_from_first_reply_to_review_ask: 5042
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 31
customer_message_count: 10
admin_message_count_total: 14
note_count: 2
customer_word_count: 614
admin_word_count: 492
count_reopens: 4
count_assignments: 3
handling_time_seconds: 5497
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 5
review_ticket_id: "215474107588762"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474107588762"
review_rating: 5
review_posted_at: "2026-04-29T10:28:44Z"
seconds_from_ask_to_review: 14150
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 215474105035268 — Brick n Build ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474105035268?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474107588762)  ·  🔗 [Visit Shopify store](https://fuk4ge-kx.myshopify.com)

## Overview
- **Merchant:** Grant Muller — `grant@seedsforafrica.co.za` (personal business email (likely the founder or a named employee))
- **Store:** fuk4ge-kx.myshopify.com · 🌍 Goodwood, Western Cape, South Africa
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** ZAR
- **Store created on Shopify:** 2026-03-13

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2026-04-29 04:55:40 UTC
- **Install to conversation start:** 9 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1
- **Wishlist items count:** 1

## Summary
Merchant Grant Muller requested customization of button text colors (white text on blue background) for Back In Stock and Wishlist buttons to match his store theme. Agent Pearl completed the styling changes, moved the wishlist button to the header as a heart icon, clarified that the $1,000 Shopify usage cap was not an actual charge, and disabled the SMS notification channel at the merchant's request. All issues were resolved and the merchant expressed high satisfaction.

> "I am very uncomfortable with the charge amount - Approved usage limit Up to $1,000.00 every 30 days I would like this reduced to $50 as I cannot afford a surprise bill of $1000."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 05:04:54 | +0s | — |
| Handed to human (Pearl) | 2026-04-29 05:08:40 | +3m 46s | +0s |
| First reply to customer | 2026-04-29 05:08:52 | +3m 58s | +12s |
| Review requested by Pearl | 2026-04-29 06:32:54 | +1h 28m | +1h 24m |
| Conversation closed | 2026-04-29 12:17:38 | +7h 12m | +7h 8m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-29 10:28:44 | +5h 23m | +5h 20m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Button text color customization | Merchant wanted white text on blue background for Back In Stock and Wishlist buttons to match his store theme. | yes |
| 2 | How-To / Setup | Wishlist icon placement | Merchant agreed to move the wishlist button to the header as a heart icon after agent suggested it. | yes |
| 3 | Billing | Usage limit concern | Merchant was uncomfortable with the $1,000/30-day approved usage limit and wanted it reduced to $50. | yes |
| 4 | Technical Bug | SMS channel disable | Merchant requested the SMS notification channel be disabled to avoid unexpected charges. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1h 28m after conversation start (+1h 24m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-29 10:28:44 UTC
- **Time from ask to review publish:** +3h 55m
- **Time from conversation start to publish:** +5h 23m
- **Match method:** `ok`
- **Shop name on review:** Brick n Build
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 31 (10 customer, 14 admin)
- **Internal notes:** 2
- **Word count:** customer 614, admins 492
- **Total handling time (Intercom):** +1h 31m
- **Reopens:** 4
- **Assignments:** 3

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

## Tags & Topics
- **Tags:** No Fin involvement, NM Customization Flow, Expected reply time sent
- **Topics:** NM - Asked for review, NM - Advanced customization

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer requested product customization and expressed concern about pricing policy, which the teammate addressed effectively. The customer showed positive sentiment and was satisfied with the support provided by the teammate.

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

## Full transcript
<details>
<summary>Click to expand — 31 messages</summary>

**[2026-04-29 05:04:54] user/Grant Muller [source]**

> I need advanced customization

**[2026-04-29 05:05:00] 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:
>  -
>  215474105005771

**[2026-04-29 05:05:24] bot/Luna**

> Hi Grant! ​ We'd be delighted to customize your Notify Me! button according to your store design! What customization do you want?
>  Could you please tell me which button do you have issues with?

**[2026-04-29 05:05:41] user/Grant Muller [open]**

> Back In Stock

**[2026-04-29 05:05:42] bot/Luna**

> Thank you for the information! Could you kindly provide the URL where the button needs to be adjusted?

**[2026-04-29 05:06:13] user/Grant Muller [open]**

> I just need the text on the buttonbs for the back in stock and wishlist reminders to be in white on the blue background. This will then match my theme.

**[2026-04-29 05:06:16] bot/Luna**

> Could you please provide more details about the customization you need? The more information you can share, the better we can assist you.

**[2026-04-29 05:06:45] user/Grant Muller [open]**

> Text colour in back in stock and wishlist buttons on product pages to be white.

**[2026-04-29 05:06:47] bot/Luna**

> Is your store password-protected? If so, could you kindly share the password and then click 'Next'? If not, simply reply with 'No Password' please.

**[2026-04-29 05:07:01] user/Grant Muller [open]**

> No password

**[2026-04-29 05:07:03] bot/Luna**

> Thank you so much for providing all the details. I'll forward your issue to a teammate who will assist you further.
>  Thanks for your patience!

**[2026-04-29 05:07:04] 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 grant@seedsforafrica.co.za.

**[2026-04-29 05:07:15] user/Grant Muller**

> Thanks

**[2026-04-29 05:07:17] 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 grant@seedsforafrica.co.za.

**[2026-04-29 05:08:52] admin/Pearl**

> Hi Grant,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-04-29 05:08:59] admin/Pearl**

> Let me check please :)

**[2026-04-29 05:12:58] admin/Pearl**

> All done✅ Let me know if you need a hand with the quantity box and the buttons position as well.
>  [Image]

**[2026-04-29 05:15:25] admin/Pearl**

> 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?
>  [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!

**[2026-04-29 05:26:43] admin/Pearl**

> Are we still connected, Grant?👀

**[2026-04-29 05:30:52] user/Grant Muller**

> Yes I’d prefer it in the header as a heart icon. Much more user friendly. Can you do this? ​
>  Kind regards
>  Grant Muller
>  Founder &amp; Managing Director
>  Seeds for Africa (SFA Seeds (Pty) Ltd t/a)
>  Please visit our stores and social media sites and please don’t forget to Like us on Facebook!
> 
> About UsContact Us FAQ Customer Testimonials Awards Blog Full Online Catalogue Newsletter Archive Purchase Terms Free Delivery Terms Refunds &amp; Returns Policy
> 
>  Seeds for Africa
>  TEL+27 21 201 1118FAX+27 86 605 2545EMAIL seeds@seedsforafrica.co.za
> 
>  REGISTERED COMPANY INFORMATION
>  SFA Seeds (Pty) Ltd t/a Seeds for Africa
>  Warehouse, Retail Store, Distribution Center and Head Office
>  13 Ariane Street, Rivergate industrial, Cape Farms, Cape Town, 7441
>  Company registration number – 2017/336858/07 - VAT Number 4290278938
>  Registered Importer / Exporter SARS Customs Code - CU25275149
>  RSA National Department of Agriculture Registration Number - 78500001

**[2026-04-29 05:36:35] user/Grant Muller**

> Hi Pearl
>  I am very uncomfortable with the charge amount - Approved usage limit
>  Up to $1,000.00 every 30 days
>  I would like this reduced to $50 as I cannot afford a surprise bill of $1000.
>  How do we rectifty?
>  Kind regards
>  Grant Muller
>  Founder &amp; Managing Director
> 
>  [Image] [Image] Please visit our stores and social media sites and please don’t forget to Like us on Facebook!
> 
> About UsContact Us FAQ Customer Testimonials Awards Blog Full Online Catalogue Newsletter Archive Purchase Terms Free Delivery Terms Refunds &amp; Returns Policy
> 
>  Seeds for Africa
> 
>  [Image] [Image] [Image] [Image] [Image] +27 21 201 1118
>  [Image] +27 86 605 2545
>  [Image] seeds@seedsforafrica.co.za
> 
>  REGISTERED COMPANY INFORMATION
>  SFA Seeds (Pty) Ltd t/a Seeds for Africa
>  13 Ariane Street, Rivergate industrial, Cape Farms, Cape Town, 7441
>  Company registration number – 2017/336858/07 - VAT Number 4290278938
>  Registered Importer / Exporter SARS Customs Code - CU25275149
>  RSA National Department of Agriculture Registration Number - 78500001

**[2026-04-29 05:42:21] admin/Pearl**

> Hi Grant,
>  Thanks for your response.
>  Yes, I am going to work on adjusting the heart icon in the header for you.
> 
>  In the meantime, let me also check your panel and the plan you are currently on please.
>  I can see that you are on the Annual Starter plan.
>  You do not have preorder enabled so there are no extra charges per preorder if you reach the plan limit.
>  You are currently using Notify me and Wishlist features which have no extra cost even if you reach the notification limit.
> 
>  The only extra fee is per SMS sent.
>  Here's the pricing list per country: https://notify-me.io/sms-pricing
> 
>  If you wish to avoid this charge, you can always disable the SMS notification channel.
>  Does that help?
> 
>  Best regards,
>  Pearl | Notify! customer Care Team

**[2026-04-29 05:45:43] admin/Pearl [note]**

> [Image]

**[2026-04-29 06:00:43] admin/Pearl**

> Hi Grant,
> 
>  The wishlist heart icon is now in your header ✅ Screenshot below — let me know if you'd like any tweaks.
>  [Image]
>  Also, just wanted to make sure my note on the pricing was clear: you won't be charged anything beyond your Annual Starter plan unless you send SMS notifications. The $1,000/30-day figure is just Shopify's usage cap, not an actual bill.
> 
>  If you prefer to switch to monthly or disable the SMS channel, I am here to help.
> 
>  Happy to clarify further if anything still feels off.
> 
>  Best regards,
>  Pearl | Notify! Customer Care Team

**[2026-04-29 06:19:33] user/Grant Muller**

> Hi Pearl
>  Please can you disable the sms. It is very expensive and we prefer email comms with customers.
>  Kind regards
>  Grant Muller
>  Founder &amp; Managing Director
> 
>  [Image] [Image] Please visit our stores and social media sites and please don’t forget to Like us on Facebook!
> 
> About UsContact Us FAQ Customer Testimonials Awards Blog Full Online Catalogue Newsletter Archive Purchase Terms Free Delivery Terms Refunds &amp; Returns Policy
> 
>  Seeds for Africa
> 
>  [Image] [Image] [Image] [Image] [Image] +27 21 201 1118
>  [Image] +27 86 605 2545
>  [Image] seeds@seedsforafrica.co.za
> 
>  REGISTERED COMPANY INFORMATION
>  SFA Seeds (Pty) Ltd t/a Seeds for Africa
>  13 Ariane Street, Rivergate industrial, Cape Farms, Cape Town, 7441
>  Company registration number – 2017/336858/07 - VAT Number 4290278938
>  Registered Importer / Exporter SARS Customs Code - CU25275149
>  RSA National Department of Agriculture Registration Number - 78500001

**[2026-04-29 06:23:43] admin/Pearl**

> Hi Grant,
> 
>  Yes, of course. All done✅
>  I also attached the steps for enabling or disabling any channel for your future reference. Please take a look and let me know if you need help with any thing else:
>  [Image] [Image] [Image]
>  Best regards,
>  Pearl | Notify! Customer Care Team

**[2026-04-29 06:28:58] admin/Pearl [note]**

> By the way, while I was reviewing your subscriber form button, 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?
>  Just reply to this message and I'll take care of it, absolutely free of charge! 😊
> 
>  Looking forward to your feedback.

**[2026-04-29 06:30:39] user/Grant Muller**

> It all looks very good. Thanks for your amazing hep!!!!
>  Kind regards
>  Grant Muller
>  Founder &amp; Managing Director
> 
>  [Image] [Image] Please visit our stores and social media sites and please don’t forget to Like us on Facebook!
> 
> About UsContact Us FAQ Customer Testimonials Awards Blog Full Online Catalogue Newsletter Archive Purchase Terms Free Delivery Terms Refunds &amp; Returns Policy
> 
>  Seeds for Africa
> 
>  [Image] [Image] [Image] [Image] [Image] +27 21 201 1118
>  [Image] +27 86 605 2545
>  [Image] seeds@seedsforafrica.co.za
> 
>  REGISTERED COMPANY INFORMATION
>  SFA Seeds (Pty) Ltd t/a Seeds for Africa
>  13 Ariane Street, Rivergate industrial, Cape Farms, Cape Town, 7441
>  Company registration number – 2017/336858/07 - VAT Number 4290278938
>  Registered Importer / Exporter SARS Customs Code - CU25275149
>  RSA National Department of Agriculture Registration Number - 78500001

**[2026-04-29 06:32:54] admin/Pearl**

> I am glad to hear that, Grant.
>  Its always a pleasure to assist you so do not hesitate to reach out any time :)
> 
>  Also, I was wondering, if I could help make things easier, can you make me happy by leaving a short review, before you go? :)
> 
>  Mentioning my name will be the cherry on top! 🍒😍
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
> 
>  Look forward to hearing from you!
> 
>  Warmly,
>  Pearl | Notify! Customer Care Team

**[2026-04-29 12:17:50] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-04-29 12:17:50] bot/Luna**

> [Conversation Rating Request]

</details>
