---
conversation_id: "215474385104547"
intercom_url: "https://app.intercom.com/a/apps/u5qsddiv/conversations/215474385104547?redirectTo=feed"
shopify_domain: "eh8hx9-em.myshopify.com"
shopify_url: "https://eh8hx9-em.myshopify.com"
company_name: "Pilgrim.mx"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-20T23:45:23Z"
closed_at: "2026-05-21T00:19:30Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Mexico"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Grace"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "LAURENT REVILLON"
customer_email: "lr@pilgrim.mx"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 928
seconds_to_first_admin_reply: 957
seconds_from_start_to_review_ask: 1866
seconds_from_handoff_to_review_ask: 938
seconds_from_first_reply_to_review_ask: 909
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 55
customer_message_count: 17
admin_message_count_total: 23
note_count: 2
customer_word_count: 65
admin_word_count: 353
count_reopens: 1
count_assignments: 5
handling_time_seconds: 1119
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: "215474385914966"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474385914966?view=List"
review_rating: 5
review_posted_at: "2026-05-21T02:17:27Z"
seconds_from_ask_to_review: 7258
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 215474385104547 — Pilgrim.mx ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/apps/u5qsddiv/conversations/215474385104547?redirectTo=feed)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474385914966?view=List)  ·  🔗 [Visit Shopify store](https://eh8hx9-em.myshopify.com)

## Overview
- **Merchant:** LAURENT REVILLON — `lr@pilgrim.mx` (personal business email (likely the founder or a named employee))
- **Store:** eh8hx9-em.myshopify.com · 🌍 Miguel Hidalgo, Mexico City, Mexico
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** MXN
- **Store created on Shopify:** 2024-10-24

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2025-11-27 23:10:25 UTC
- **Install to conversation start:** 5 months before this conversation
- **Uninstalled on:** 2025-11-27 18:58:26 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** MXN 11,060
- **Total orders through Discounty:** 5

## Summary
Merchant Laurent Revillon was unable to see the savings widget at the cart level while running a Bulk price editor campaign on his Shopify store. The AI bot Luna provided standard troubleshooting steps but could not resolve the issue. Human agent Grace identified that the campaigns had expired, reactivated one, and applied a CSS fix to the widget, which resolved the problem.

> "I have an issue that's slowing me down"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-20 23:45:23 | +0s | — |
| Handed to human (Grace) | 2026-05-21 00:00:51 | +15m 28s | +0s |
| First reply to customer | 2026-05-21 00:01:20 | +15m 57s | +29s |
| Review requested by Grace | 2026-05-21 00:16:29 | +31m 6s | +15m 38s |
| Conversation closed | 2026-05-21 00:19:30 | +34m 7s | +18m 39s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-21 02:17:27 | +2h 32m | +2h 16m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Cart savings widget not displaying | The merchant wanted to know why the savings widget was not showing at the cart level despite being toggled on. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided standard troubleshooting steps for the cart savings widget (checking app embeds, toggling the widget, refreshing the campaign) but was unable to resolve the issue and escalated to a human agent when the problem persisted.

## Review request
- **Asked:** Yes — +31m 6s after conversation start (+15m 38s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-21 02:17:27 UTC
- **Time from ask to review publish:** +2h 0m
- **Time from conversation start to publish:** +2h 32m
- **Match method:** `ok`
- **Shop name on review:** Pilgrim.mx
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Grace gave us very professionnel and fast assistance

## Statistics
- **Messages:** 55 (17 customer, 23 admin)
- **Internal notes:** 2
- **Word count:** customer 65, admins 353
- **Total handling time (Intercom):** +18m 39s
- **Reopens:** 1
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Grace)
- **Primary assignee:** Grace
- **Team / Inbox:** Chat 2

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced frustration with the product feature not showing savings at cart level. The AI Agent provided detailed but ineffective help, leading to escalation. The teammate then resolved the issue successfully, resulting in customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Cart savings widget not rendering despite being enabled — required a manual CSS fix applied by support agent

## Full transcript
<details>
<summary>Click to expand — 55 messages</summary>

**[2026-05-20 23:45:23] user/LAURENT REVILLON [source]**

> I want to activate a discount campaign but the saving at the cart level is not showing

**[2026-05-20 23:45:47] bot/Luna**

> Hi Laurent, I’m Luna, an AI assistant. If you want, a human teammate can step in too.
>  To help with the “saving at the cart level not showing,” which campaign type are you using: Bulk price editor (General discount) or Quantity discount / Cart goal?
>  Quick context so you know what to expect:
>  - Bulk price editor discounts often do not show as “savings” in cart by default; it depends on your Shopify theme (many themes only show the discounted price).
> - If you want a cart savings total, you can enable Customization → Saving on cart (this shows total savings, not per item).
>  Tell me the campaign type and I’ll give the exact steps for that setup.
>  [Image] Sources: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign? Show total savings in cart using the Savings widget

**[2026-05-20 23:48:08] user/LAURENT REVILLON**

> bulk price editor

**[2026-05-20 23:48:17] bot/Luna**

> That’s expected with Bulk price editor: the discount usually won’t show as “savings” in the cart, because most Shopify themes only display the discounted price (not the original compare-at price with a strikethrough).
>  If you want a cart-level savings total, you can enable our Savings widget:
>  1. In Discounty, go to Customization → Saving on cart.
> 2. Toggle Display widget on store ON.
> 3. Customize the text and styling as you like.
>  Note: this widget shows the total savings in cart, not per item.
>  Sources: Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign? Show total savings in cart using the Savings widget How discount badges and strikethrough prices work for Bulk price editor campaigns

**[2026-05-20 23:48:18] bot/Luna**

> Is that what you were looking for?

**[2026-05-20 23:50:24] user/LAURENT REVILLON**

> The toggle display widget on store is already ON

**[2026-05-20 23:50:34] bot/Luna**

> That’s normal, LAURENT: with Bulk price editor, the cart usually won’t show “savings” (original vs discounted) because most Shopify themes only display the discounted price in the cart.
>  If you want a cart-level total savings, the Savings widget only appears once a discounted item is actually in the cart, and it shows total savings (not per item).
>  Quick checks:
>  1. Confirm the Discounty app embed is active in Shopify: Online Store → Themes → Customize → App embeds → “Discounty (new!)” → Active → Save.
> 2. Add a discounted product to the cart, then open the cart again.
> 3. If it still doesn’t show, deactivate and reactivate the campaign, then hard refresh and test again.
>  Sources: Show total savings in cart using the Savings widget How to activate Discounty widgets on your Shopify store? Why aren’t some or all products discounted in my “Bulk price editor” (formerly named "General discount") campaign?

**[2026-05-20 23:50:35] bot/Luna**

> Did that answer your question?

**[2026-05-20 23:54:36] bot/Luna**

> If you still need help with the cart savings display issue, I’m here to assist you further. Would you like to share more details about what you’re trying to resolve or any other challenges you’re facing with your campaign?

**[2026-05-20 23:56:35] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-20 23:56:35] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 23:57:45] user/LAURENT REVILLON [open]**

> Still doesn't show

**[2026-05-20 23:57:49] bot/Luna**

> Thanks for sticking with me on this. It sounds like you’re still blocked on the cart savings not showing despite the widget being on. Would you like me to connect you with a human agent? Or if you want, you can share more details and I’ll keep trying to help!

**[2026-05-20 23:58:05] user/LAURENT REVILLON**

> Yes pleas

**[2026-05-20 23:58:11] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you share any additional details about the issue? This will help them assist you more efficiently.

**[2026-05-20 23:58:44] bot/Luna**

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

**[2026-05-20 23:59:01] user/LAURENT REVILLON**

> I have an issue that's slowing me down

**[2026-05-20 23:59:01] 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:

**[2026-05-20 23:59:01] bot/Luna**

> [Conversation Rating Request]

**[2026-05-20 23:59:02] 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 lr@pilgrim.mx.

**[2026-05-21 00:01:20] admin/Grace**

> Hi there, Lauren!
>  This is Grace from Discounty Support.
>  How are you today?

**[2026-05-21 00:03:19] admin/Grace**

> From My understanding the Saving at cart widget is not showing up for you,
>  No worries at all,
>  I will have a look right away!

**[2026-05-21 00:03:32] user/LAURENT REVILLON**

> Hi, yes exactly

**[2026-05-21 00:03:43] admin/Grace**

> No worries at all 🙌
>  Could you please kindly bear with me for a few moments?

**[2026-05-21 00:03:49] user/LAURENT REVILLON**

> sure

**[2026-05-21 00:04:04] admin/Grace**

> I appreciate it (:

**[2026-05-21 00:04:58] admin/Grace**

> I can see that both your campaigns have expired,
>  To check the widget, I need to be able to see it,
>  If possible could you please turn on a campaign for me Laurent?🙌

**[2026-05-21 00:06:14] user/LAURENT REVILLON**

> done

**[2026-05-21 00:06:38] admin/Grace**

> That was fast😅
>  I appreciate your cooperation 🙌

**[2026-05-21 00:06:43] admin/Grace**

> [GIF]

**[2026-05-21 00:07:42] admin/Grace [note]**

> side-panel-footer

**[2026-05-21 00:11:52] admin/Grace [note]**

> .discounty-cart-widget__wrapper{
>  margin: 10px
>  }

**[2026-05-21 00:12:55] admin/Grace**

> Hi Laurent,
>  Are you still with me ? 👀

**[2026-05-21 00:13:02] user/LAURENT REVILLON**

> yes

**[2026-05-21 00:13:29] admin/Grace**

> I have applied some changes and the widget should be live now (:
>  Could you please kindly check it out on your end as well?
>  [Image]

**[2026-05-21 00:13:49] user/LAURENT REVILLON**

> yes

**[2026-05-21 00:14:15] admin/Grace**

> Thank you so much🙌
>  No rush!
>  I will be right here (:

**[2026-05-21 00:14:52] user/LAURENT REVILLON**

> Yes this is working now

**[2026-05-21 00:14:57] user/LAURENT REVILLON**

> thanks a lot

**[2026-05-21 00:15:09] admin/Grace**

> [GIF]

**[2026-05-21 00:15:25] admin/Grace**

> You are very welcome,
>  I'm so glad I was able to help (:

**[2026-05-21 00:15:36] admin/Grace**

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

**[2026-05-21 00:15:54] user/LAURENT REVILLON**

> Nothing else thanks Grace

**[2026-05-21 00:16:02] admin/Grace**

> Also, 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🙈

**[2026-05-21 00:16:16] user/LAURENT REVILLON**

> sure

**[2026-05-21 00:16:29] admin/Grace**

> if I managed to make your day a bit easier, can you consider giving me a quick 5 star review?✨🥹

**[2026-05-21 00:16:40] user/LAURENT REVILLON**

> of course

**[2026-05-21 00:16:43] admin/Grace**

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

**[2026-05-21 00:17:10] admin/Grace**

> You are a peach! 💛
>  Thank you so much
>  I really appreciate your kindness🥹

**[2026-05-21 00:17:43] user/LAURENT REVILLON**

> done

**[2026-05-21 00:17:57] admin/Grace**

> [GIF]

**[2026-05-21 00:18:12] admin/Grace**

> 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 🥹

**[2026-05-21 00:19:30] admin/Grace**

> Please fee free to reach out anytime, It would be my pleasure to help you out😍🙌
> 
>  It sounds like you’re all set for now Laurent, so I’ll close this ticket on my end BUT Any reply will reopen it right where we left off. (:
> 
>  Have a great day and wishing you huge success with your business! 🙌🏻
>  [GIF]

**[2026-05-21 00:19:42] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-21 00:19:42] bot/Luna**

> [Conversation Rating Request]

</details>
