---
conversation_id: "215474225854858"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474225854858?view=List"
shopify_domain: "eqn0ac-0q.myshopify.com"
shopify_url: "https://eqn0ac-0q.myshopify.com"
company_name: "Goat Armor"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-08T14:35:37Z"
closed_at: "2026-05-08T15:13:54Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Goat Armor"
customer_email: "cs@goatarmor.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "cs"
seconds_to_human_handoff: 944
seconds_to_first_admin_reply: 944
seconds_from_start_to_review_ask: 2024
seconds_from_handoff_to_review_ask: 1080
seconds_from_first_reply_to_review_ask: 1080
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 37
customer_message_count: 15
admin_message_count_total: 20
note_count: 0
customer_word_count: 124
admin_word_count: 288
count_reopens: 0
count_assignments: 5
handling_time_seconds: 1351
sla_name: "Paid Chats First 5min"
sla_status: "missed"
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: "215474228812407"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474228812407?view=List"
review_rating: 5
review_posted_at: "2026-05-08T18:21:26Z"
seconds_from_ask_to_review: 11525
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 215474225854858 — Goat Armor ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474225854858?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474228812407?view=List)  ·  🔗 [Visit Shopify store](https://eqn0ac-0q.myshopify.com)

## Overview
- **Merchant:** Goat Armor — `cs@goatarmor.com` (team mailbox (`cs@…` — a shared inbox, not a single person))
- **Store:** eqn0ac-0q.myshopify.com · 🌍 Glenview, Illinois, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2024-12-10
- **Public review score (StoreLeads):** 4.0 (4 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (YEARLY)
- **Installed on:** 2026-04-07 17:13:09 UTC
- **Install to conversation start:** 1 month before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 751

## Summary
The merchant from Goat Armor wanted to update the layout of the Preorder Text and Button on their product page so the text appeared above the button and the button filled the space next to the quantity selector. Agent Nilou made the layout adjustment directly, the merchant confirmed it looked better, and a brief secondary concern about a missing 'Notify Me' button on another product turned out to be a non-issue the merchant resolved themselves. The conversation ended positively with the merchant leaving a 5-star review.

> "Spoiler: 5 stars - y'all have been very helpful"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-08 14:35:37 | +0s | — |
| Handed to human (Nilou) | 2026-05-08 14:51:21 | +15m 44s | +0s |
| First reply to customer | 2026-05-08 14:51:21 | +15m 44s | +0s |
| Review requested by Nilou | 2026-05-08 15:09:21 | +33m 44s | +18m 0s |
| Conversation closed | 2026-05-08 15:13:54 | +38m 17s | +22m 33s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-08 18:21:26 | +3h 45m | +3h 30m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Preorder button layout customization | The merchant wanted to reposition the Preorder Text and Button so the text appeared above the button and the button filled the space beside the quantity selector. | yes |
| 2 | Technical Bug | Missing Notify Me button | The merchant noticed the Notify Me button appeared to be missing on a different product page. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot collected initial details from the merchant, asked clarifying questions about layout preferences, requested a conversation rating, and routed the conversation to the human support team.

## Review request
- **Asked:** Yes — +33m 44s after conversation start (+18m 0s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-08 18:21:26 UTC
- **Time from ask to review publish:** +3h 12m
- **Time from conversation start to publish:** +3h 45m
- **Match method:** `ok`
- **Shop name on review:** Goat Armor
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Not only is the base product great for usability and reporting, but the team has also been incredibly responsive and helpful with customizations and troubleshooting.

## Statistics
- **Messages:** 37 (15 customer, 20 admin)
- **Internal notes:** 0
- **Word count:** customer 124, admins 288
- **Total handling time (Intercom):** +22m 31s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ❌ missed

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer requested a layout update and received effective assistance from the teammate, resulting in a positive resolution and a 5-star review expressing strong satisfaction.

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

## Full transcript
<details>
<summary>Click to expand — 37 messages</summary>

**[2026-05-08 14:35:37] user/Goat Armor [source]**

> [Image] Would like to update the layout of the Preorder Text and Button - text above and Preorder button just filling the space next to the quantity selector.
>  https://goatarmor.com/products/top-loaders?variant=50307432349996

**[2026-05-08 14:35:43] 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:
>  -
>  215474113927293

**[2026-05-08 14:35:54] bot/Luna**

> I'll connect you with someone from our team who can assist with this layout update. Meanwhile, could you share any specific preferences or details you have in mind for the Preorder Text and Button layout? This will help them support you more effectively.

**[2026-05-08 14:36:29] bot/Luna**

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

**[2026-05-08 14:36:38] user/Goat Armor**

> I have a question

**[2026-05-08 14:36:39] 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:

**[2026-05-08 14:36:39] bot/Luna**

> [Conversation Rating Request]

**[2026-05-08 14:36:40] 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 cs@goatarmor.com.

**[2026-05-08 14:51:21] admin/Nilou [assignment]**

> Hello there,
> 
>  Thank you for contacting us.
>  I'm Nilou from the Customer Support team here, and I'm happy to be assisting you today 🙋‍♀️

**[2026-05-08 14:51:41] admin/Nilou**

> Thank you for sharing the link! Let me check please and take care of that for you

**[2026-05-08 15:03:37] admin/Nilou**

> ✅Done Thank you for your patience Could you check it now please?

**[2026-05-08 15:03:47] user/Goat Armor**

> Let me refresh!

**[2026-05-08 15:04:43] user/Goat Armor**

> That looks much better, thank you!

**[2026-05-08 15:04:52] user/Goat Armor**

> actually

**[2026-05-08 15:05:10] admin/Nilou**

> Aweome! You're absolutely welcome! What else can I do for you?

**[2026-05-08 15:05:16] user/Goat Armor**

> ah no, disregard, I thought the tag at the top was another button

**[2026-05-08 15:05:48] admin/Nilou**

> Got it ^-^ All set for now?

**[2026-05-08 15:06:00] user/Goat Armor**

> I think so... let me do one more pass through

**[2026-05-08 15:06:39] admin/Nilou**

> Of course Let me know if anything looks off please

**[2026-05-08 15:06:56] user/Goat Armor**

> Different issue, I just went to a different product and now the Notify Me button is gone...

**[2026-05-08 15:07:25] user/Goat Armor**

> let me check if it's even a real product first though...

**[2026-05-08 15:07:50] user/Goat Armor**

> Yup, that was the issue

**[2026-05-08 15:07:55] user/Goat Armor**

> I think we are good!

**[2026-05-08 15:08:27] admin/Nilou**

> Awesome! Thank you so much for checking If you need help with anything or anything comes up, we're always here for you ^-^

**[2026-05-08 15:08:38] admin/Nilou**

> If you're set for now, is it ok if I ask for a favor?

**[2026-05-08 15:08:47] user/Goat Armor**

> I do need to give a review :)

**[2026-05-08 15:09:21] admin/Nilou**

> Oh, thank you As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day😍 of course, only if you’d like. You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link ​

**[2026-05-08 15:11:12] admin/Nilou**

> It would be very kind of you to let me know once it's done🥹 Shopify releases reviews by a delay and I really don't want to miss yours

**[2026-05-08 15:11:25] user/Goat Armor**

> Done!

**[2026-05-08 15:11:46] admin/Nilou**

> Thank you so much! I really appreciate that! ^-^
>  May I ask if we should expect a 5-star one?🫣

**[2026-05-08 15:12:19] user/Goat Armor**

> Spoiler: 5 stars - y'all have been very helpful

**[2026-05-08 15:12:51] admin/Nilou**

> Thank you for the spoiler🥹🙏And that's very kind of you, thank you Really happy to help

**[2026-05-08 15:13:28] admin/Nilou**

> If you need anything else, we're just a message away ^-^ If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-08 15:13:37] user/Goat Armor**

> Thanks again!

**[2026-05-08 15:13:52] admin/Nilou**

> My absolute pleasure!
>  [GIF]

**[2026-05-08 15:14:06] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-08 15:14:06] bot/Luna**

> [Conversation Rating Request]

</details>
