---
conversation_id: "215474118960759"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474118960759?view=List"
shopify_domain: "247gymequipment.myshopify.com"
shopify_url: "https://247gymequipment.myshopify.com"
company_name: "24/7 Gym Equipment"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-30T02:11:11Z"
closed_at: "2026-04-30T20:36:19Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "Australia"
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: "Gym Equipment"
customer_email: "sales@247gymequipment.com.au"
contact_email_type: "team_mailbox"
contact_email_role_hint: "sales"
seconds_to_human_handoff: 122
seconds_to_first_admin_reply: 150
seconds_from_start_to_review_ask: 2238
seconds_from_handoff_to_review_ask: 2116
seconds_from_first_reply_to_review_ask: 2088
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 94
customer_message_count: 39
admin_message_count_total: 46
note_count: 6
customer_word_count: 334
admin_word_count: 709
count_reopens: 0
count_assignments: 5
handling_time_seconds: 3687
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: null
intercom_cx_score: 5
review_ticket_id: "215474122661652"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474122661652"
review_rating: 5
review_posted_at: "2026-04-30T10:30:59Z"
seconds_from_ask_to_review: 27750
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 215474118960759 — 24/7 Gym Equipment ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474118960759?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474122661652)  ·  🔗 [Visit Shopify store](https://247gymequipment.myshopify.com)

## Overview
- **Merchant:** Gym Equipment — `sales@247gymequipment.com.au` (team mailbox (`sales@…` — a shared inbox, not a single person))
- **Store:** 247gymequipment.myshopify.com · 🌍 Boston, Massachusetts, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** AUD
- **Store created on Shopify:** 2023-05-04

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-04-29 12:37:39 UTC
- **Install to conversation start:** 13h 33m before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** AUD 14,947
- **Total orders through Discounty:** 9

## Summary
A merchant selling gym equipment needed their quantity discount tiers to display on their product pages but the widget was not showing correctly due to a customized Shopify theme. Support agent Grace manually added the HTML wrapper to position the discount table widget on the product page, relocated it to the merchant's preferred position, and also customized the widget's styling to match the store's branding. The issue was fully resolved and the merchant was satisfied.

> "I need the chart and information be appear if they are in my list for the discount tiers ."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-30 02:11:11 | +0s | — |
| Handed to human (Grace) | 2026-04-30 02:13:13 | +2m 2s | +0s |
| First reply to customer | 2026-04-30 02:13:41 | +2m 30s | +28s |
| Review requested by Grace | 2026-04-30 02:48:29 | +37m 18s | +35m 16s |
| Conversation closed | 2026-04-30 20:36:19 | +18h 25m | +18h 23m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-30 10:30:59 | +8h 19m | +8h 17m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Discount widget not displaying on product page | The merchant's quantity discount tier table was not appearing on the product page due to a customized theme layout. | yes |
| 2 | How-To / Setup | Widget placement and customization | The merchant asked how to change the location of the discount widget and how to customize its appearance. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot asked clarifying questions about the campaign type and suggested common troubleshooting steps, but was unable to resolve the issue and escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +37m 18s after conversation start (+35m 16s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-30 10:30:59 UTC
- **Time from ask to review publish:** +7h 42m
- **Time from conversation start to publish:** +8h 19m
- **Match method:** `ok`
- **Shop name on review:** 24/7 Gym Equipment
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Very good app, with excellent and knowledgeable customer service.

## Statistics
- **Messages:** 94 (39 customer, 46 admin)
- **Internal notes:** 6
- **Word count:** customer 334, admins 709
- **Total handling time (Intercom):** +1h 1m
- **Reopens:** 0
- **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
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced initial frustration with the product's discount display but received high-quality, helpful support from the teammate who resolved the issue and provided customization guidance, resulting in a positive customer sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Customized Shopify theme prevented automatic placement of the discount widget, requiring manual HTML wrapper insertion by support

## Full transcript
<details>
<summary>Click to expand — 94 messages</summary>

**[2026-04-30 02:11:11] user/Gym Equipment [source]**

> HI Mate, i've already added a discount for Some profducts and also activate it in the product page but is hows something else and not my discount tiers

**[2026-04-30 02:11:17] 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:
>  -
>  215474109543385

**[2026-04-30 02:11:26] bot/Luna**

> Hi Gym 👋 I’m Luna, your AI assistant here to help! If something doesn’t look right, a human teammate can step in too.
>  First, I need a bit more detail to pinpoint this.
>  Which type of discount campaign are you using?
>  - Quantity / tier discount (Buy 2 save %, Buy 3 save %)
> - Bulk price editor
> - Buy X Get Y
> - Something else
>  Also, what exactly is showing instead of your tiers?
>  In the meantime, quick checks that often fix this:
>  - Deactivate → reactivate the campaign to resync prices
> - Make sure the Discounty app embed is enabled in your theme
> - Clear browser cache or test in incognito
> - Check if another pricing app is overriding the discount
>  Send me the campaign type + what you see, and I’ll guide you precisely 👍
>  [Image] [Image] Source: Why the "Quantity disocunt" or "Cart goal" widget does not show?

**[2026-04-30 02:12:00] user/Gym Equipment**

> I need the discount appear in the product details, so ccustomer can see the discvount

**[2026-04-30 02:12:04] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share any additional details about your setup or what you're seeing? This will help them assist you more efficiently.

**[2026-04-30 02:12:37] bot/Luna**

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

**[2026-04-30 02:13:12] user/Gym Equipment**

> I have an issue that's slowing me down

**[2026-04-30 02:13:12] 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:

**[2026-04-30 02:13:13] bot/Luna**

> [Conversation Rating Request]

**[2026-04-30 02:13:13] 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 sales@247gymequipment.com.au.

**[2026-04-30 02:13:41] admin/Grace**

> Hi there, dear!
>  This is Grace from Discounty Support.
>  I hope you're having a lovely day (:

**[2026-04-30 02:14:34] user/Gym Equipment**

> HI Grace

**[2026-04-30 02:14:54] admin/Grace**

> Hi there👋 (:
>  Ok, so from my understanding the Quantity widget is not showing up on your product page is that correct?

**[2026-04-30 02:16:01] admin/Grace [note]**

> x-block-price

**[2026-04-30 02:16:58] user/Gym Equipment**

> [Image] [Image]

**[2026-04-30 02:17:32] user/Gym Equipment**

> please see these two

**[2026-04-30 02:17:57] user/Gym Equipment**

> Please see these two. I want the discount tiers to be shown to the customer on the product page, but it is displaying something else.

**[2026-04-30 02:18:31] user/Gym Equipment**

> can you please let me know how to activate it ?

**[2026-04-30 02:19:13] admin/Grace**

> Thank you so much for clearly explaining it🙏

**[2026-04-30 02:19:41] admin/Grace**

> I'll have a look right away and try to activate the discount table on your product page,
>  Does that sound good?🙌

**[2026-04-30 02:20:23] user/Gym Equipment**

> Ys please

**[2026-04-30 02:20:48] user/Gym Equipment**

> i have some quantity discounts, if they buy more they will pay less for more tiles for example, it is not for all products.

**[2026-04-30 02:20:50] user/Gym Equipment**

> just for some .

**[2026-04-30 02:21:07] user/Gym Equipment**

> I need the chart and information be appear if they are in my list for the discount tiers .

**[2026-04-30 02:21:42] admin/Grace**

> I completely understand my friend 😍
>  I have applied some changes and the Discount table is live on your product page ✨
> 
>  [Image]
>  Could you please check it out and let me know if it looks good?😍

**[2026-04-30 02:22:31] user/Gym Equipment**

> Yes, it looks good,

**[2026-04-30 02:22:44] admin/Grace**

> [GIF]

**[2026-04-30 02:22:45] user/Gym Equipment**

> can you please show me where is that and how you activate it and how we can customise it ?

**[2026-04-30 02:23:16] user/Gym Equipment**

> and I don't want this appear if the product doesn't have quantity discount

**[2026-04-30 02:23:38] admin/Grace**

> Our discount widget usually shows up automatically in stores using a standard Shopify theme. However, since your theme is a bit customized, I’ll need to jump in and set up the proper HTML wrapper for you.
>  Don’t worry it’s a one-time thing, and since I’ve taken care of it, you are all set!🙌

**[2026-04-30 02:24:20] admin/Grace**

> And this will only appear on the product pages of the products that are included in the quantity discount😍
>  Just like you wanted (:
>  Does that sound good?

**[2026-04-30 02:24:55] admin/Grace**

> regarding the Customization You can do it from your Discounty panel,
>  But if you'd like I can do it for you as well (:
>  Would you like me to grab you a suggestion?😍

**[2026-04-30 02:25:27] user/Gym Equipment**

> oH, this is a code, i don't want to add it as a code, are we able to add it in the Theme editor ?

**[2026-04-30 02:27:21] admin/Grace**

> If you are concerned about an unwanted code being added to your store please don't worry,
>  I just manually showed it where it should go, since it was not being automatically attached to your elements because of the customized layout of your theme.
>  No unwanted changes will happen to your store.🙌
>  Could you please let me know if that was your concern?

**[2026-04-30 02:27:48] user/Gym Equipment**

> [Image] how to change the location ? If i need that to be under the Full tile or sample

**[2026-04-30 02:28:28] admin/Grace**

> I can attach it for you!

**[2026-04-30 02:28:42] admin/Grace**

> Could you please kindly bear with me for a few moments?🙌

**[2026-04-30 02:29:24] user/Gym Equipment**

> Sure

**[2026-04-30 02:34:54] admin/Grace**

> Could you please kindly check it out and let me know if you like it?😍
> 
>  [Image] https://247gymequipment.com.au/products/premium-gym-flooring-grey-flecks-15mm

**[2026-04-30 02:35:05] user/Gym Equipment**

> looks good, Thank you

**[2026-04-30 02:35:19] user/Gym Equipment**

> can you just tell me how to customise the looking ? where to do tha t?

**[2026-04-30 02:35:31] user/Gym Equipment**

> is it gonna be in Advanced discount code ?

**[2026-04-30 02:35:34] admin/Grace**

> I'm glad you like it😍

**[2026-04-30 02:35:42] admin/Grace**

> Sure thing!

**[2026-04-30 02:35:42] user/Gym Equipment**

> or Bulk price editor? ​

**[2026-04-30 02:36:33] admin/Grace**

> Nope this will only show up for Products that are in the quantity discount campaign 😍👍

**[2026-04-30 02:36:55] admin/Grace**

> I'll grab you a screenshot right now to show you where it is.
>  Bear with me a moment? (:

**[2026-04-30 02:37:19] user/Gym Equipment**

> Sure., thanks

**[2026-04-30 02:37:34] admin/Grace**

> My pleasure (:

**[2026-04-30 02:37:40] admin/Grace**

> [Image]

**[2026-04-30 02:38:15] user/Gym Equipment**

> let me try

**[2026-04-30 02:38:24] user/Gym Equipment**

> Got it.

**[2026-04-30 02:38:26] admin/Grace**

> No worries at all (:

**[2026-04-30 02:38:34] admin/Grace**

> [GIF]

**[2026-04-30 02:39:17] user/Gym Equipment**

> so if i use any other campaign it will shown in the product page automatically ? is that correct ?

**[2026-04-30 02:40:18] admin/Grace**

> Only If the campaign campaign is a Quantity or Volume campaign then , this Discount table widget will show up for it.

**[2026-04-30 02:40:49] admin/Grace**

> Does that answer your question?
>  I would be more than happy to help is you need further clarification 🙌

**[2026-04-30 02:41:01] user/Gym Equipment**

> Yes,

**[2026-04-30 02:41:03] user/Gym Equipment**

> thank you very much for your help

**[2026-04-30 02:41:44] admin/Grace**

> Also, if you'd like I can help you customize the widget as well,
>  Here is something I would suggest to match your store's style:
> 
>  [Image]

**[2026-04-30 02:42:00] user/Gym Equipment**

> 100%

**[2026-04-30 02:42:00] admin/Grace**

> Do you like it?

**[2026-04-30 02:42:05] user/Gym Equipment**

> it is much more nicer

**[2026-04-30 02:42:27] admin/Grace**

> You have no idea, how happy it made me to hear you liked my suggestion🤗

**[2026-04-30 02:42:46] user/Gym Equipment**

> 😊

**[2026-04-30 02:42:47] admin/Grace**

> Yes boss! (:
>  I'll take care of it right away🙌

**[2026-04-30 02:42:57] user/Gym Equipment**

> Thanks for that Grace

**[2026-04-30 02:43:08] admin/Grace [note]**

> .discounty-volume-discount-widget__get-label {
>  min-width: 200px !important;
>  background: #219392 !important;
>  color: white !important
>  }
> 
>  .discounty-volume-discount-widget__buy-label{
>  min-width: 200px !important;
>  background: #219392 !important;
>  color: white !important
>  }

**[2026-04-30 02:43:51] admin/Grace**

> It's my absolute pleasure 😍

**[2026-04-30 02:44:01] admin/Grace**

> [GIF]

**[2026-04-30 02:44:49] admin/Grace**

> All done!✨
>  [Image] https://247gymequipment.com.au/products/premium-gym-flooring-grey-flecks-15mm
>  Could you please have a look and let me know if you like it?😍

**[2026-04-30 02:45:06] user/Gym Equipment**

> Yes,

**[2026-04-30 02:45:21] user/Gym Equipment**

> it is definitely better, thanks for your advice

**[2026-04-30 02:45:25] admin/Grace**

> [GIF]

**[2026-04-30 02:45:40] admin/Grace**

> You are very welcome (:
>  Happy to help 😍

**[2026-04-30 02:45:48] admin/Grace**

> Is there anything else I can help you out with? (:

**[2026-04-30 02:46:56] user/Gym Equipment**

> Yes, thank you very much for your help,

**[2026-04-30 02:46:58] user/Gym Equipment**

> it was great

**[2026-04-30 02:47:21] admin/Grace**

> My pleasure 😍
>  Thank you for your good vibes and great energy✨

**[2026-04-30 02:47:35] user/Gym Equipment**

> have a lovely day

**[2026-04-30 02:47:39] admin/Grace**

> 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🙈

**[2026-04-30 02:48:29] admin/Grace**

> I was wondering if you were happy with the customer service you received, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top and it would help me out a ton! 🍒😍
> 
>  You can write it here if you'd like: Discounty Review Link

**[2026-04-30 02:49:44] admin/Grace [note]**

> OK 3 TIMES IN A NIGHT IS JUST PLAIN MEAN

**[2026-04-30 02:49:53] admin/Grace [note]**

> pLEASE COME BACKKK

**[2026-04-30 02:50:05] admin/Grace [note]**

> EVAAAA

**[2026-04-30 02:50:07] user/Gym Equipment**

> sure i will

**[2026-04-30 02:50:09] admin/Grace [note]**

> EVAAAA

**[2026-04-30 02:50:17] admin/Grace**

> [GIF]

**[2026-04-30 02:50:40] admin/Grace**

> Thank you so much,
>  That is incredibly kind of you🥹💛

**[2026-04-30 02:50:59] user/Gym Equipment**

> Done

**[2026-04-30 02:51:17] admin/Grace**

> Thanks a lot!
>  May I ask if it's a 5 star? 🙈

**[2026-04-30 20:36:12] admin/Grace**

> Hi ,There
>  This Is Grace from Discounty (:
> 
>  I just wanted to say a big thank you for your kind review. 💜
>  After a long day, reading your words honestly made me smile
>  It really means a lot that you took the time to share your experience. Encouragement like yours keeps me going, even when things get tough, and I’m so grateful for that.🌟
>  Wishing you and your business all the best and much success ahead. Thanks again for brightening my day!
> 
>  [GIF]

**[2026-04-30 20:36:31] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-04-30 20:36:31] bot/Luna**

> [Conversation Rating Request]

</details>
