---
conversation_id: "215473988247624"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215473988247624"
shopify_domain: "hertex-haus-online.myshopify.com"
shopify_url: "https://hertex-haus-online.myshopify.com"
company_name: ""
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-20T11:00:41Z"
closed_at: "2026-04-21T09:32:42Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "ZAF"
region_source: "contact_location"
assignee_admin_id: "6857170"
assignee_name: "Stella"
team_name: "Shopify"
team_id: 8485879
all_admins_involved: ["Dela", "Miles", "Stella"]
agent_count: 3
agent_count_bucket: "3"
customer_name: null
customer_email: "no-reply@shopify.com"
contact_email_type: "system"
contact_email_role_hint: "no-reply"
seconds_to_human_handoff: 5
seconds_to_first_admin_reply: 2185
seconds_from_start_to_review_ask: 81119
seconds_from_handoff_to_review_ask: 81114
seconds_from_first_reply_to_review_ask: 78934
review_asked: true
review_ask_admin_name: "Stella"
num_messages: 10
customer_message_count: 2
admin_message_count_total: 11
note_count: 3
customer_word_count: 112
admin_word_count: 149
count_reopens: 0
count_assignments: 3
handling_time_seconds: 8139
sla_name: "Emails First 3h"
sla_status: "hit"
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474010174718"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474010174718?view=List"
review_rating: 5
review_posted_at: "2026-04-21T18:21:00Z"
seconds_from_ask_to_review: 31700
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 215473988247624 — Hertex Haus ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215473988247624)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474010174718?view=List)  ·  🔗 [Visit Shopify store](https://hertex-haus-online.myshopify.com)

## Overview
- **Merchant:** (no name) — `no-reply@shopify.com` (automated system address (e.g. Shopify/Native Forms notification))
- **Store:** hertex-haus-online.myshopify.com · 🌍 Cape Town, Western Cape, South Africa
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## App usage — Notify Me!
- **Notify Me! plan:** —
- **Installed on:** 2026-01-19 08:07:37 UTC
- **Install to conversation start:** 3 months before this conversation

## Summary
Merchant Lise from Hertex Haus was unable to receive the Notify Me report for the last 30 days, even after changing the recipient email address. Support agent Stella identified that both email addresses were on the unsubscribe list, removed them, and the merchant confirmed the report was successfully received afterwards.

> "I received the report now, so I am all sorted."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 11:00:41 | +0s | — |
| Handed to human (Stella) | 2026-04-20 11:00:46 | +5s | +0s |
| First reply to customer | 2026-04-20 11:37:06 | +36m 25s | +36m 20s |
| Review requested by Stella | 2026-04-21 09:32:40 | +22h 31m | +22h 31m |
| Conversation closed | 2026-04-21 09:32:42 | +22h 32m | +22h 31m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 18:21:00 | +1d 7h | +1d 7h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Report email not delivering | The merchant asked why the Notify Me report was not being delivered to either of two different email addresses. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +22h 31m after conversation start (+22h 31m after human handoff)
- **Requested by:** Stella
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 18:21:00 UTC
- **Time from ask to review publish:** +8h 48m
- **Time from conversation start to publish:** +1d 7h
- **Match method:** `fuzzy_via_shopify_handle_substring`
- **Shop name on review:** Hertex Haus
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Thank you Stella for sorting out my problem so quick and efficiently!!

## Statistics
- **Messages:** 10 (2 customer, 11 admin)
- **Internal notes:** 3
- **Word count:** customer 112, admins 149
- **Total handling time (Intercom):** +2h 15m
- **Reopens:** 0
- **Assignments:** 3
- **SLA:** Emails First 3h — ✅ hit

## People involved
- **Agents who worked on it:** 3 (Dela, Miles, Stella)
- **Primary assignee:** Stella
- **Team / Inbox:** Shopify

## Tags & Topics
- **Tags:** Started by Email, manage-Shopify-email-participants, Notify Me - asked for review
- **Topics:** Get Support Button, NM - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had an issue receiving the Notify Me report which the teammate resolved by fixing email subscription settings. The customer confirmed resolution and expressed gratitude.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Emails were silently added to the unsubscribe list, preventing report delivery with no visible indication to the merchant

## Full transcript
<details>
<summary>Click to expand — 10 messages</summary>

**[2026-04-20 11:00:41] user/(unknown) [source]**

> April 20, 2026
> 
> 
> 
> 
> 
> 
> 
> 
>  New message about Notify! Back in Stock|PreOrder
> 
> 
> 
>  Hertex Haus sent you a message. See it below.
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
>  Good day, I am trying to run the Notify Me report for the last 30 days, but the report does not want to come through to me (I changed the e-mail to lise@hertex.co.za). I then changed the e-mail so that it goes through to Lauren (laurena@hertex.co.za), but also without success. Can you please have a look? Thank you! Lise
> 
> 
> 
> 
> 
>  [Image] [Image] 15‍1 O'Con‍nor Str‍eet, Gro‍und fl‍oor, Ot‍tawa ON, K2P 2L8

**[2026-04-20 11:00:47] admin/Miles [note]**

> Action required: Swap email participant
>  This conversation was sent via Shopify by a merchant, but the system could not automatically find their contact in Intercom.
>  Please do the following:
>  1. Check the reply-to email address shown in the email header above.
> 2. Go to Manage participants and add that email as a new participant.
> 3. Remove no-reply@shopify.com from the participants.

**[2026-04-20 11:00:48] bot/Luna [note]**

> Shopify Support or critical app notices. ​
>  Check carefully and mention the responsible person if necessary.

**[2026-04-20 11:28:24] admin/Stella [note]**

> checking unsub

**[2026-04-20 11:33:35] admin/Stella [note]**

> lise@hertex.co.za (unsub)
>  laurena@hertex.co.za (unsub)

**[2026-04-20 11:37:06] admin/Stella**

> Hi Lise,
>  This is Stella here from the team. I hope you are doing well.
>  I'm glad you reached out to us.
>  I've looked into this, and I noticed that both the laurena@hertex.co.za and lise@hertex.co.za email addresses were unsubscribed from receiving emails from Notify Me.
> 
>  I've removed both emails from the unsubscribe list. Could you please check if the Notify Me report gets delivered now?
> 
>  Let me know how this goes.
> 
>  Thanks,

**[2026-04-20 15:07:47] user/Lise Gerber**

> Dear Stella,
>  Thank you very much for the help! ​
>  I received the report now, so I am all sorted.
>  Kind regards,
>  Lise

**[2026-04-21 09:32:40] admin/Stella**

> Hi Lise,
>  I'm glad I was able to help!
>  Our team is available any time you reach out to us, so don't hesitate to contact us if you have any questions or issues!
> 
>  By the way,..
>  If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇
>  Mentioning my name would be the cherry on top! 🍒
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-21 09:32:53] bot/Luna**

> Help Stella understand how they’re doing:

**[2026-04-21 09:32:54] bot/Luna**

> [Conversation Rating Request]

</details>
