---
conversation_id: "215474112147203"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215474112147203?view=List"
shopify_domain: "nuuv-skincare.myshopify.com"
shopify_url: "https://nuuv-skincare.myshopify.com"
company_name: "NUUV"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-04-29T15:50:22Z"
closed_at: "2026-04-29T16:25:28Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "ESP"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Mason"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Dimitri Vulpe"
customer_email: "shop@nuuv.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "shop"
seconds_to_human_handoff: 245
seconds_to_first_admin_reply: 245
seconds_from_start_to_review_ask: 925
seconds_from_handoff_to_review_ask: 680
seconds_from_first_reply_to_review_ask: 680
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 73
customer_message_count: 30
admin_message_count_total: 34
note_count: 2
customer_word_count: 211
admin_word_count: 513
count_reopens: 0
count_assignments: 4
handling_time_seconds: 1886
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: 4
review_ticket_id: "215474114300759"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114300759?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-29T18:24:21Z"
seconds_from_ask_to_review: 8314
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 215474112147203 — NUUV ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215474112147203?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114300759?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://nuuv-skincare.myshopify.com)

## Overview
- **Merchant:** Dimitri Vulpe — `shop@nuuv.com` (team mailbox (`shop@…` — a shared inbox, not a single person))
- **Store:** nuuv-skincare.myshopify.com · 🌍 Murcia, Murcia, Spain
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** EUR
- **Store created on Shopify:** 2025-05-15
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Subi
- **Subi plan:** Subi Plus — $24.95/mo
- **Installed on:** 2026-04-29 15:25:23 UTC
- **Install to conversation start:** 24 minutes before this conversation
- **Uninstalled on:** 2026-04-29 10:05:42 UTC ⚠️

## Summary
Merchant Dimitri Vulpe contacted support because the Subi subscription widget was not appearing on his store. After the AI bot Luna attempted basic troubleshooting steps that didn't resolve the issue, human agent Mason remotely fixed the widget display. Two additional issues arose: a Subi branding toggle that wasn't functioning, and an 'impossible to add to cart' error caused by Shopify's native Bundle app incompatibility with Subi subscriptions. Mason resolved the widget issue, manually removed the branding as a workaround, and explained the bundle limitation with alternative app suggestions.

> "if i turn the app off, it works"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 15:50:22 | +0s | — |
| Handed to human (Mason) | 2026-04-29 15:54:27 | +4m 5s | +0s |
| First reply to customer | 2026-04-29 15:54:27 | +4m 5s | +0s |
| Review requested by Mason | 2026-04-29 16:05:47 | +15m 25s | +11m 20s |
| Conversation closed | 2026-04-29 16:25:28 | +35m 6s | +31m 1s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-29 18:24:21 | +2h 33m | +2h 29m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Subscription widget not appearing | The merchant wanted to know why the Subi subscription widget was not showing on his website and could not find the Subi Widget Wrapper block in the theme editor. | yes |
| 2 | Technical Bug | Branding toggle not working | The merchant reported that the Subi branding toggle was unresponsive and could not be turned off. | partial |
| 3 | Technical Bug | Bundle add-to-cart error | The merchant asked why a bundled product returned an 'impossible to add to cart' error only when the Subi app was active. | partial |
| 4 | How-To / Setup | Bundle app alternatives | The merchant asked for suggestions on how to bundle products without using Shopify's native bundle function. | 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 missing widget and, when those failed, attempted to route the merchant to a human agent while offering additional self-service options.

## Review request
- **Asked:** Yes — +15m 25s after conversation start (+11m 20s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-29 18:24:21 UTC
- **Time from ask to review publish:** +2h 18m
- **Time from conversation start to publish:** +2h 33m
- **Match method:** `ok`
- **Shop name on review:** NUUV
- **App listed on review:** Subi Subscriptions App

**Review text:**
> Very good app and customer service, Mason solved my problem in a few minutes!

## Statistics
- **Messages:** 73 (30 customer, 34 admin)
- **Internal notes:** 2
- **Word count:** customer 211, admins 513
- **Total handling time (Intercom):** +31m 26s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Subify - asked for review
- **Topics:** SB - bundle conversations, Klaviyo, SB - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer initially faced issues with the subscription widget not appearing and the AI Agent's guidance was insufficient, leading to escalation to a human teammate. The teammate successfully resolved the widget issue and provided valuable advice on product bundling, resulting in a positive resolution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** Fast Bundle
- **External blockers:** - Subi Widget Wrapper block missing from theme editor
- Branding toggle UI not functioning
- Shopify native Bundle app incompatibility with Subi subscriptions preventing add-to-cart

## Full transcript
<details>
<summary>Click to expand — 73 messages</summary>

**[2026-04-29 15:50:22] user/Dimitri Vulpe [source]**

> Hello, The subscription does not appear in my website. What should I do?

**[2026-04-29 15:50:45] bot/Luna**

> Hi Dimitri - I’m Luna, an AI assistant. If the subscription widget isn’t showing, it’s usually one of these quick checks.
>  Steps:
>  1. Wait 1 minute after enabling the Subi App Embed (it can take a moment to load).
> 2. In Shopify: Online Store → Themes → Customize → App Embeds → turn on Subi App Embed → Save.
> 3. Make sure the product is published (not draft) and added to an active subscription plan in Subi.
> 4. If you recently changed themes, enable the embed on the current theme too.
> 5. If it still doesn’t appear: Product template → Product Information → Add block → Subi widget wrapper (use “Default product” as the dynamic source).
>  Extra: If you tell me whether you’re checking a product page or the homepage, I can point you to the right setting.
>  [Image] Sources: What to Do When Your Subscription Widget Doesn’t Appear How do I install Subi’s subscription widget on my product page?

**[2026-04-29 15:50:46] bot/Luna**

> Is that what you were looking for?

**[2026-04-29 15:51:23] user/Dimitri Vulpe**

> i tried and activated everything within my theme, but the block Subi widget wrapper is not available

**[2026-04-29 15:51:28] bot/Luna**

> Thanks for sharing that, Dimitri! Would you like me to connect you with a human agent who can help troubleshoot this further? Or if you want, you can provide more details about your theme or setup, and I’ll do my best to assist you.

**[2026-04-29 15:51:39] user/Dimitri Vulpe**

> please connect me with a human agent

**[2026-04-29 15:51:44] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you share any additional details about your theme or setup? This will help them assist you more efficiently.

**[2026-04-29 15:51:53] user/Dimitri Vulpe**

> o

**[2026-04-29 15:51:54] user/Dimitri Vulpe**

> no

**[2026-04-29 15:52:04] bot/Luna**

> Got it, Dimitri - if the Subi Widget Wrapper block isn’t showing in your theme editor, the next step is to reach a human agent so they can help troubleshoot why it’s missing on your store.
>  You can do that by:
>  - Opening the Subi app and using the chat icon (bottom right) to message us.
> - Or emailing support@subi.co.
>  When you message, mention that you’ve enabled the Subi App Embed but the “Subi Widget Wrapper” block is not available in the theme editor.
>  Sources: What to Do When Your Subscription Widget Doesn’t Appear How do I install Subi’s subscription widget on my product page?

**[2026-04-29 15:52:05] bot/Luna**

> Did that answer help, or do you still need help from someone?

**[2026-04-29 15:53:31] user/Dimitri Vulpe**

> i just messaged you. put me in contact with a human agent thanks

**[2026-04-29 15:53:39] bot/Luna**

> I understand you would like to speak with a member of our team. I am sharing this conversation with them now so they can help you directly.

**[2026-04-29 15:53:44] bot/Luna**

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

**[2026-04-29 15:54:27] admin/Mason**

> Hi Dimitri,
>  I hope you're doing well.
>  This is Mason from the Customer Care Team.

**[2026-04-29 15:54:35] user/Dimitri Vulpe**

> Hi Mason!

**[2026-04-29 15:55:00] admin/Mason**

> I will check your store now, then get back to you soon.

**[2026-04-29 15:55:05] user/Dimitri Vulpe**

> ok thanks

**[2026-04-29 15:55:35] user/Dimitri Vulpe**

> [Image] PS: I tried to add the widget manually, but in the theme i only have 3 blocks available, and the wrapper is nowhere to be found

**[2026-04-29 15:58:15] admin/Mason**

> Let me take a look at it, I will get back to you soon, meanwhile could you please confirm that Embed is now active?

**[2026-04-29 15:59:01] user/Dimitri Vulpe**

> yes it is

**[2026-04-29 15:59:08] admin/Mason**

> Thanks.

**[2026-04-29 15:59:24] user/Dimitri Vulpe**

> [Image]

**[2026-04-29 16:04:26] admin/Mason**

> Thanks for being patient with me.

**[2026-04-29 16:04:31] admin/Mason**

> Could you please check it now?

**[2026-04-29 16:04:57] user/Dimitri Vulpe**

> i'm seeing it now thanks

**[2026-04-29 16:05:11] admin/Mason**

> You're welcome :)

**[2026-04-29 16:05:17] admin/Mason**

> Is there anything else I can help you with?

**[2026-04-29 16:05:33] user/Dimitri Vulpe**

> no, that should be all, thank you

**[2026-04-29 16:05:42] admin/Mason**

> It was extremely my pleasure.

**[2026-04-29 16:05:47] admin/Mason**

> Also, I was wondering, can you make me happy by leaving us a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍

**[2026-04-29 16:05:53] admin/Mason**

> [GIF]

**[2026-04-29 16:05:58] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-04-29 16:08:06] admin/Mason**

> Are we still connected?🥺

**[2026-04-29 16:08:33] user/Dimitri Vulpe**

> sure will do thanks

**[2026-04-29 16:08:45] admin/Mason**

> Thanks so much!

**[2026-04-29 16:08:47] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-04-29 16:09:04] admin/Mason**

> Dear Dimitri, just since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?

**[2026-04-29 16:09:05] admin/Mason**

> That would mean a lot to me.😊

**[2026-04-29 16:09:15] admin/Mason [note]**

> Mason review

**[2026-04-29 16:09:42] user/Dimitri Vulpe**

> already done

**[2026-04-29 16:09:45] user/Dimitri Vulpe**

> talk soon!

**[2026-04-29 16:10:01] admin/Mason**

> [GIF]

**[2026-04-29 16:10:38] admin/Mason**

> Talk soon! And thanks again for the review, really appreciate it 🙂

**[2026-04-29 16:10:47] user/Dimitri Vulpe**

> sorry one thing

**[2026-04-29 16:11:02] admin/Mason**

> Sure, go on

**[2026-04-29 16:11:05] user/Dimitri Vulpe**

> [Image] [Image] this still shows with Subi branding off, how can i toggle it off

**[2026-04-29 16:13:00] admin/Mason**

> Does it not toggle?

**[2026-04-29 16:13:10] user/Dimitri Vulpe**

> no

**[2026-04-29 16:13:23] user/Dimitri Vulpe**

> i'm clicking on it, it doesn't toggle on or off

**[2026-04-29 16:13:23] admin/Mason**

> Let me see.

**[2026-04-29 16:13:25] user/Dimitri Vulpe**

> and it's on off

**[2026-04-29 16:14:35] admin/Mason**

> Okay, I have currently removed the branding to check it later and see what issue exists with it.

**[2026-04-29 16:14:41] user/Dimitri Vulpe**

> ok thanks

**[2026-04-29 16:14:49] user/Dimitri Vulpe**

> another little bug that i don't understand

**[2026-04-29 16:14:55] user/Dimitri Vulpe**

> https://www.nuuv.store/products/set-anti-age

**[2026-04-29 16:15:01] user/Dimitri Vulpe**

> can you try adding to cart this bundle of products

**[2026-04-29 16:15:22] user/Dimitri Vulpe**

> it tells me "impossible to add to cart"

**[2026-04-29 16:15:29] user/Dimitri Vulpe**

> if i turn the app off, it works

**[2026-04-29 16:15:59] admin/Mason**

> Um let me see.

**[2026-04-29 16:18:01] admin/Mason**

> Have you bundle this with Shopify's native Bundle? if ye, you cannot add a bundle product to the cart using Subi because Shopify's native Bundle app does not support subscriptions on bundled products.
> 
>  If you open the product in Shopify Admin and see “Part of a bundle” at the top of the product page, or an error mentioning bundles in the product details, this confirms the product is bundled and therefore incompatible with Subi subscriptions.
> 
>  This is a Shopify platform limitation, not a bug in Subi, and currently, there is no workaround available through Subi.
> 
>  For more details, you can review Shopify’s official documentation:
> 
>  https://help.shopify.com/en/manual/products/bundles/eligibility-and-considerations

**[2026-04-29 16:18:50] user/Dimitri Vulpe**

> i was not aware, do you have any suggestions on how to bundle products or with which app instead of native shopify function?

**[2026-04-29 16:20:13] admin/Mason**

> Questo messaggio è stato eliminato

**[2026-04-29 16:22:28] admin/Mason**

> If you are looking for alternatives to Shopify's native bundle function (which does not support subscriptions or certain advanced bundle features), there are several third-party apps you can consider:
>  - For full bundle-building experiences, especially mix-and-match or fixed-price bundles, many merchants use apps like Fast Bundle, which are designed specifically for bundle creation. You can find Fast Bundle here: https://apps.shopify.com/fast-bundle-product-bundles .
>  These options provide more flexibility than Shopify's native bundle feature, especially if you need advanced bundle logic or subscription compatibility.
> 
>  We also support create a bundle, but its options are probably a bit fewer than Fast Bundle. If you want, you can check them as well:
>  [Image]

**[2026-04-29 16:23:43] user/Dimitri Vulpe**

> ok amazing! thanks for the tip!

**[2026-04-29 16:23:54] admin/Mason**

> You're most welcome :)

**[2026-04-29 16:23:59] admin/Mason**

> Anything else I can help you with?

**[2026-04-29 16:24:09] user/Dimitri Vulpe**

> no that should cover enough thanks!

**[2026-04-29 16:24:16] admin/Mason**

> My pleasure.

**[2026-04-29 16:24:32] admin/Mason**

> So for now, I’ll close this ticket on my end. Any reply will reopen it right where we left off. I’m here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.

**[2026-04-29 16:24:37] admin/Mason**

> Have a great day! 🙌🏻☺️

**[2026-04-29 16:25:40] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-04-29 16:25:40] bot/Luna**

> [Conversation Rating Request]

</details>
