---
conversation_id: "215474252336666"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474252336666?view=List"
shopify_domain: "sennheiser-emea-sandbox.myshopify.com"
shopify_url: "https://sennheiser-emea-sandbox.myshopify.com"
company_name: ""
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-11T09:08:20Z"
closed_at: "2026-05-14T12:15:34Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "DEU"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Dela", "Nilou"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Jens de Buhr"
customer_email: "ecommerce@sennheiser-hearing.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "ecommerce"
seconds_to_human_handoff: 101
seconds_to_first_admin_reply: 189
seconds_from_start_to_review_ask: 9749
seconds_from_handoff_to_review_ask: 9648
seconds_from_first_reply_to_review_ask: 9560
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 81
customer_message_count: 27
admin_message_count_total: 45
note_count: 10
customer_word_count: 238
admin_word_count: 603
count_reopens: 0
count_assignments: 4
handling_time_seconds: 13817
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: null
review_ticket_id: "215474253724024"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474253724024?view=List"
review_rating: 5
review_posted_at: "2026-05-11T11:56:30Z"
seconds_from_ask_to_review: 341
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 215474252336666 — Sonova Consumer Hearing GmbH ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474252336666?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474253724024?view=List)  ·  🔗 [Visit Shopify store](https://sennheiser-emea-sandbox.myshopify.com)

## Overview
- **Merchant:** Jens de Buhr — `ecommerce@sennheiser-hearing.com` (team mailbox (`ecommerce@…` — a shared inbox, not a single person))
- **Store:** sennheiser-emea-sandbox.myshopify.com · 🌍 Hanover, Lower Saxony, Germany
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## App usage — Notify Me!
- **Notify Me! plan:** —
- **Installed on:** 2026-04-28 12:57:28 UTC
- **Install to conversation start:** 12 days before this conversation

## Summary
Merchant Jens de Buhr reported that customizations to the 'Notify Me' thank you email and GDPR email were being discarded upon page refresh. Agent Nilou assisted by manually creating custom email templates from the backend for both the GDPR and thank you emails, matching the reminder notification design and incorporating the merchant's logo. The refresh/discard bug was investigated and appeared resolved on the agent's end, though full merchant confirmation was not explicitly received.

> "after refresh these changes are gone"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-11 09:08:20 | +0s | — |
| Handed to human (Nilou) | 2026-05-11 09:10:01 | +1m 41s | +0s |
| First reply to customer | 2026-05-11 09:11:29 | +3m 9s | +1m 28s |
| Review requested by Nilou | 2026-05-11 11:50:49 | +2h 42m | +2h 40m |
| Conversation closed | 2026-05-14 12:15:34 | +3d 3h | +3d 3h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-11 11:56:30 | +2h 48m | +2h 46m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Customizations discarded on refresh | The merchant reported that changes made to the thank you and GDPR email templates were being lost every time the page was refreshed. | partial |
| 2 | How-To / Setup | Custom email template design | The merchant requested that the GDPR compliance email be styled to match the reminder notification theme, including the company logo and a blue header background. | yes |
| 3 | How-To / Setup | Thank you email template update | The merchant asked for the thank you email template to also be updated to match the new design styling. | 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 flagged a possible duplicate conversation, prompted the merchant for additional details, and offered to route them to a human agent, but did not resolve any technical issues.

## Review request
- **Asked:** Yes — +2h 42m after conversation start (+2h 40m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-11 11:56:30 UTC
- **Time from ask to review publish:** +5m 41s
- **Time from conversation start to publish:** +2h 48m
- **Match method:** `manual`
- **Shop name on review:** Sonova Consumer Hearing GmbH
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 81 (27 customer, 45 admin)
- **Internal notes:** 10
- **Word count:** customer 238, admins 603
- **Total handling time (Intercom):** +3h 50m
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review

## Attachments referenced in transcript
- `Animation.gif`
- `Animation.gif`
- `Sonova Consumer Hearing GmbH · Notify! Back in Stock_PreOrder · Shopify Plus - Google Chrome 2026-05-11 16-09-59.mp4`

## Sentiment & Resolution
- **Sentiment:** neutral
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Customizations to email templates are discarded upon page refresh
- Logo not visible in the default Simple email template; required custom template workaround

## Full transcript
<details>
<summary>Click to expand — 81 messages</summary>

**[2026-05-11 09:08:20] user/Jens de Buhr [source]**

> Hi when i customize the notify me thank you email &amp; GDPR email after when i refresh the page all changes will be discarded

**[2026-05-11 09:08:26] 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:
>  -
>  215474251026680

**[2026-05-11 09:08:33] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you please share any additional details about the changes you made or any error messages you encountered? This will help them assist you more efficiently.

**[2026-05-11 09:09:08] bot/Luna**

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

**[2026-05-11 09:10:01] admin/Nilou [note]**

> dear Pearl wanna get this?

**[2026-05-11 09:11:29] admin/Nilou**

> Hi there, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-11 09:11:55] admin/Nilou**

> Are you referring to the email template changes? After you refresh the page they revert back to the default templates?

**[2026-05-11 09:14:32] admin/Nilou**

> Also would you kindly tell me which store this is on?

**[2026-05-11 09:15:03] user/Jens de Buhr**

> EU store
>  when i save the changes then when i refersh the store css will be discardd

**[2026-05-11 09:15:46] admin/Nilou**

> Got it! Is it possible for you to share the CSS with me so I could add it from the backend?

**[2026-05-11 09:16:48] user/Jens de Buhr**

> I've not added css just update from theme customize

**[2026-05-11 09:17:01] user/Jens de Buhr**

> same as reminder notification

**[2026-05-11 09:18:21] admin/Nilou**

> Oh I see, then please try adding the CSS here:
>  [Attachment: "Animation.gif"]

**[2026-05-11 09:19:49] admin/Nilou**

> And if you'd like to add a custom template that adjusts the Emails, you can add the template's html here: On the same Customize appearance section on the Notify me panel
>  [Attachment: "Animation.gif"]

**[2026-05-11 09:21:06] admin/Nilou**

> Is that helpful? I'm here for you if that did not solve your inquiry

**[2026-05-11 09:21:58] user/Jens de Buhr**

> ok let me try and get back to you

**[2026-05-11 09:22:11] admin/Nilou**

> Of course! Take your time

**[2026-05-11 09:30:28] admin/Nilou**

> Just checking in ^-^ How is it going?

**[2026-05-11 09:34:37] admin/Nilou**

> Are we still connected?🫣

**[2026-05-11 09:35:36] user/Jens de Buhr**

> yes

**[2026-05-11 09:35:58] admin/Nilou**

> Awesome, is there anything I can help you with? ^-^

**[2026-05-11 09:36:24] user/Jens de Buhr**

> can you pls make GDPR complience theme same as reminder notification

**[2026-05-11 09:37:16] admin/Nilou**

> Yes, I suppose we could do that but changing the content here:
>  [Image] What would you like it to say?

**[2026-05-11 09:38:10] user/Jens de Buhr**

> nope don't change its content just design will be same

**[2026-05-11 09:38:41] admin/Nilou**

> Aha, Got it Let me check please

**[2026-05-11 09:39:17] admin/Nilou**

> Would you please share your company logo with me here?

**[2026-05-11 09:44:05] user/Jens de Buhr**

> [Image]

**[2026-05-11 09:44:21] user/Jens de Buhr**

> before saving it pls show me so i can verify that

**[2026-05-11 09:47:38] admin/Nilou**

> Of course I'm currently configuring a custom template for GDPR I'll get back to you in about 5 mins

**[2026-05-11 09:51:34] user/Jens de Buhr**

> ok

**[2026-05-11 09:58:05] admin/Nilou**

> There was an error with the template Troubleshooting the template
>  [GIF] Thanks for your patience ^-^

**[2026-05-11 09:58:49] user/Jens de Buhr**

> ok

**[2026-05-11 09:58:57] user/Jens de Buhr**

> try after some time pls

**[2026-05-11 10:09:56] admin/Nilou**

> Thank you so much for your patience This is currently the preview with the difference that your logo should take place at the header
>  [Image]

**[2026-05-11 10:11:05] admin/Nilou**

> May I enable it and send you a test email to check?

**[2026-05-11 10:14:33] admin/Nilou [note]**

> guys I added a custom email template for GDPR Do you know where on django I can confirm it? Dela Sam

**[2026-05-11 10:17:12] admin/Dela [note]**

> Oh, I got the email Nilou

**[2026-05-11 10:17:21] admin/Dela [note]**

> Apparently we don't have the access to that part

**[2026-05-11 10:17:32] admin/Nilou [note]**

> does it have a link to where we can confirm it?

**[2026-05-11 10:17:32] admin/Dela [note]**

> I just reported in Discord group

**[2026-05-11 10:17:43] admin/Nilou [note]**

> Aha, got it Thanksss

**[2026-05-11 10:17:51] admin/Dela [note]**

> 🩷

**[2026-05-11 10:20:45] admin/Dela [note_and_unsnooze]**

> Access granted https://api.notify-me.app/n0t1fym3-admin/gdpr/gdpremailtemplate/44173/change/ Nilou

**[2026-05-11 10:21:01] admin/Nilou [note]**

> Thank youuuu!

**[2026-05-11 10:21:10] admin/Dela [note]**

> 🩷

**[2026-05-11 10:23:30] admin/Nilou**

> Checking in Is the template to your liking?😊

**[2026-05-11 10:33:59] user/Jens de Buhr**

> have you added this into store ?

**[2026-05-11 10:34:31] admin/Nilou**

> Nope, it's still not enabled and it needs confirmation So customers can't see it

**[2026-05-11 10:34:50] user/Jens de Buhr**

> ok can you please enable this

**[2026-05-11 10:34:57] user/Jens de Buhr**

> i need to check this

**[2026-05-11 10:36:59] admin/Nilou**

> Yes, let me confirm this

**[2026-05-11 10:38:05] user/Jens de Buhr**

> also when i edit the customization after saving the changes if i refresh the page the changes are discarding can you pls check that

**[2026-05-11 10:39:25] admin/Nilou**

> Of course, would you specify what changes and if possible share the customization css so I can reacreate this on my side?

**[2026-05-11 10:42:31] admin/Nilou**

> ✅GDPR template is confirmed now, you can check it here:
>  [Image]

**[2026-05-11 10:43:54] user/Jens de Buhr**

> [Attachment: "Sonova Consumer Hearing GmbH · Notify! Back in Stock_PreOrder · Shopify Plus - Google Chrome 2026-05-11 16-09-59.mp4"]
>  after refresh these changes are gone

**[2026-05-11 10:44:16] admin/Nilou**

> Thank you for sending the file I'll check it

**[2026-05-11 10:44:52] user/Jens de Buhr**

> for GDPR pls add blue background in the header so white logo will appear

**[2026-05-11 10:46:24] admin/Nilou**

> Once you select the Custom template that should be visible
>  [Image] May I send you a test email so we can check whether the store logo appears correctly in action? ​

**[2026-05-11 10:47:12] user/Jens de Buhr**

> right now I'm not able to see logo can we do this in existing theme ?

**[2026-05-11 10:49:20] admin/Nilou**

> If you're referring to the Simple template, unfortunately not Let me review the custom template I'll be right back

**[2026-05-11 10:49:34] user/Jens de Buhr**

> ok

**[2026-05-11 10:49:44] user/Jens de Buhr**

> check for thank you email too

**[2026-05-11 10:50:07] admin/Nilou**

> Got it, Will do

**[2026-05-11 10:58:20] admin/Nilou**

> ✅GDPR done

**[2026-05-11 11:25:27] admin/Nilou**

> ✅Thank you message also done now

**[2026-05-11 11:43:23] admin/Nilou**

> Could you kindly check whether all is to your liking now?

**[2026-05-11 11:43:46] user/Jens de Buhr**

> let me check

**[2026-05-11 11:43:56] admin/Nilou**

> Thank you

**[2026-05-11 11:46:21] user/Jens de Buhr**

> i want to make logo's size same as reminder notification

**[2026-05-11 11:47:01] admin/Nilou**

> Ok, let me check that

**[2026-05-11 11:47:18] admin/Nilou**

> Also, while I check this may I ask something?

**[2026-05-11 11:47:43] user/Jens de Buhr**

> what ?

**[2026-05-11 11:50:49] admin/Nilou**

> Thank you! I wanted to say I really appreciate your for writing us a review! However I noticed it's a 4 star :( I wanted to ask whether you'd consider updating it to 5-stars while I adjust the template codes. I'm sure you understand how these reviews could impact our business and so it would mean the world to me if you consider my request. You can update it here: ﻿​﻿﻿​﻿Notify me! | Review Link This is totally optional by the way and only if you'd like. ^-^

**[2026-05-11 11:51:41] user/Jens de Buhr**

> done

**[2026-05-11 11:52:17] user/Jens de Buhr**

> can you pls check when i customize anything after refresh it still discard my custommizations

**[2026-05-11 11:54:27] admin/Nilou**

> Thank you so much! Really appreciate that I also checked the video but unfortunately at that point I had added the custom template Let me temporarily disable the custom template and try the same steps as you did

**[2026-05-11 12:11:53] admin/Nilou**

> Just an update ✅The thank you email is updated I disabled the custom template and tried the same steps as the video and on my view it is fixed

**[2026-05-11 12:15:25] admin/Nilou**

> ✅The GDPR custom template is now adjusted All looks way better now😍

**[2026-05-11 12:15:31] admin/Nilou**

> Anything else I could do for you?

**[2026-05-14 12:15:34] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-05-14 12:15:35] bot/Luna**

> [Conversation Rating Request]

</details>
