---
conversation_id: "215474090678960"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474090678960?view=List"
shopify_domain: "1432f7-2.myshopify.com"
shopify_url: "https://1432f7-2.myshopify.com"
company_name: "Anorak"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-28T11:23:08Z"
closed_at: "2026-04-29T09:37:06Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Sam"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Matthew Powell-Perry"
customer_email: "info@anorakonline.co.uk"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 281
seconds_to_first_admin_reply: 281
seconds_from_start_to_review_ask: 9547
seconds_from_handoff_to_review_ask: 9266
seconds_from_first_reply_to_review_ask: 9266
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 34
customer_message_count: 12
admin_message_count_total: 19
note_count: 0
customer_word_count: 183
admin_word_count: 472
count_reopens: 0
count_assignments: 4
handling_time_seconds: 3273
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: "215474099341971"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474099341971?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-28T18:19:35Z"
seconds_from_ask_to_review: 15440
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 215474090678960 — Anorak ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474090678960?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474099341971?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://1432f7-2.myshopify.com)

## Overview
- **Merchant:** Matthew Powell-Perry — `info@anorakonline.co.uk` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** 1432f7-2.myshopify.com · 🌍 Plaistow, England, United Kingdom
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** GBP
- **Store created on Shopify:** 2024-01-17
- **Public review score (StoreLeads):** 5.0 (3 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2025-09-03 17:50:58 UTC
- **Install to conversation start:** 7 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 51
- **Wishlist items count:** 1

## Summary
Merchant Matthew Powell-Perry wanted to use the Standard plan but found it too expensive and asked about introductory offers. The AI bot confirmed he didn't qualify for the Kickstarter Plan, and after escalation, a human agent (Sam) provided a 30% discount code for 3 months and arranged for Klaviyo integration to be enabled on the Standard plan as an exception. The merchant subscribed, applied the discount code successfully, and Klaviyo access was activated within the expected timeframe.

> "I want the following functions - to send email notifications from our own domain, - to be able to synch subscribers to our newsletter opt-ins, - to be able to turn off back in stock for specific products."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-28 11:23:08 | +0s | — |
| Handed to human (Sam) | 2026-04-28 11:27:49 | +4m 41s | +0s |
| First reply to customer | 2026-04-28 11:27:49 | +4m 41s | +0s |
| Review requested by Sam | 2026-04-28 14:02:15 | +2h 39m | +2h 34m |
| Conversation closed | 2026-04-29 09:37:06 | +22h 13m | +22h 9m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-28 18:19:35 | +6h 56m | +6h 51m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Pricing discount / introductory offer | Merchant asked whether there were any introductory or ongoing discounted pricing options for the Standard plan. | partial |
| 2 | Feature Request | Email notifications from own domain | Merchant asked whether the Standard plan supports sending email notifications from their own domain. | yes |
| 3 | Integration | Klaviyo newsletter subscriber sync | Merchant asked whether subscribers could be synced to newsletter opt-ins, specifically via Klaviyo, on the Standard plan. | yes |
| 4 | How-To / Setup | Disable back-in-stock per product | Merchant asked whether they could turn off back-in-stock notifications for specific products. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot Luna answered initial pricing queries, confirmed the merchant did not qualify for the Kickstarter Plan, suggested alternative cost-saving options, and then escalated the conversation to a human agent when the merchant listed specific feature requirements.

## Review request
- **Asked:** Yes — +2h 39m after conversation start (+2h 34m after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-28 18:19:35 UTC
- **Time from ask to review publish:** +4h 17m
- **Time from conversation start to publish:** +6h 56m
- **Match method:** `ok`
- **Shop name on review:** Anorak
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Great helpful assistance in setting up the up thank you.

## Statistics
- **Messages:** 34 (12 customer, 19 admin)
- **Internal notes:** 0
- **Word count:** customer 183, admins 472
- **Total handling time (Intercom):** +54m 33s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought affordable pricing and specific product features. The AI Agent provided initial information but escalated to a teammate. The teammate offered a discount, confirmed feature availability, and ensured integration activation, resolving the customer's needs.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** Klaviyo, MailChimp
- **External blockers:** - Klaviyo integration not available on Standard plan by default — required manual team activation
- No long-term ongoing discount available beyond 3-month code or annual plan

## Full transcript
<details>
<summary>Click to expand — 34 messages</summary>

**[2026-04-28 11:23:08] user/Matthew Powell-Perry [source]**

> Hi I would like to use the standard plan but the price is too high for us, do you have any introductory offers?

**[2026-04-28 11:23:14] 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:
>  -
>  215474089098213

**[2026-04-28 11:23:30] bot/Luna**

> Hi Matthew - I’m Luna, an AI assistant. Yes, we do have an introductory offer: the $9.90 Kickstarter Plan is a discounted version of our Standard plan for eligible early stage Shopify stores.
>  To qualify, your store needs to be on Shopify Basic and be less than 1 year old (eligibility is checked automatically).
>  If you have a discount code, you can apply it in the app’s pricing section before upgrading.
>  Quick check so I can point you to the right option: are you on Shopify Basic, and is your store under 1 year old?
>  Sources: Pricing plan for small businesses How Pricing Works in Notify Me

**[2026-04-28 11:24:10] user/Matthew Powell-Perry**

> we are not qualifying for this so do you have any other offers?

**[2026-04-28 11:24:27] bot/Luna**

> At the moment, the only introductory offer we have is the $9.90 Kickstarter Plan, and it’s only available if your store is on Shopify Basic and is under 1 year old (it’s checked automatically).
>  Other ways to reduce cost are:
>  - Use an annual plan (it’s a 12 month commitment with discounted pricing, but Shopify still invoices monthly).
> - If you have a discount code, apply it in the app’s pricing section before upgrading.
> - Every plan includes a 6 month earnings guarantee, so if your store doesn’t hit the minimum for your plan, you can request a full refund of subscription fees after 6 months.
>  If you tell me roughly how many notifications you need per month, I can suggest the closest plan to fit your volume.
>  Sources: Pricing plan for small businesses How Notify Me’s Annual Plans Work Money-Back Guarantee

**[2026-04-28 11:24:27] bot/Luna**

> Is that what you were looking for?

**[2026-04-28 11:26:04] user/Matthew Powell-Perry**

> I want the following functions - to send email notifications from our own domain, - to be able to synch subscribers to our newsletter opt-ins, - to be able to turn off back in stock for specific products.

**[2026-04-28 11:26:10] bot/Luna**

> I'll connect you with someone from our team who can assist further. Meanwhile, could you share any additional details about your needs to help them support you better?

**[2026-04-28 11:26:23] user/Matthew Powell-Perry**

> no that's fine thanks

**[2026-04-28 11:26:33] bot/Luna**

> I've assigned you to the team. ✋🏻 ​
>  We will get back to you as soon as possible.

**[2026-04-28 11:26:33] 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 info@anorakonline.co.uk.

**[2026-04-28 11:26:35] bot/Luna [note]**

> Luna classified this as an Annual plan issue or question. ​ If you think the topic was detected incorrectly and it is not actually about migration or the annual plan, please mention Melissa in the conversation so they can review it.

**[2026-04-28 11:26:40] bot/Luna [conversation_summary]**

> Question The customer contacted us to inquire about more affordable pricing options and specific features for the Standard plan. Summary • Customer seeks Standard plan but finds price too high; inquires about introductory offers.
> • Agent offers $9.90 Kickstarter Plan for Shopify Basic stores under 1 year old; customer does not qualify.
> • Agent suggests annual plan, discount codes, and 6-month earnings guarantee as cost-saving options; requests notification volume for plan recommendation.
> • Customer requests features: email notifications from own domain, subscriber sync to newsletter opt-ins, and ability to disable back-in-stock alerts per product.
> • Agent escalates to team for further assistance; customer declines to provide more details; team will respond within hours via chat and email.

**[2026-04-28 11:27:49] admin/Sam**

> Hi Matthew,
>  This is Sam here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us. Please let me take a closer look at your request, and I’ll be back with an update shortly. Thanks for your patience.

**[2026-04-28 11:29:18] user/Matthew Powell-Perry**

> hi thanks

**[2026-04-28 11:34:51] admin/Sam**

> I understand that you'd like to upgrade to the Standard plan at a more budget-friendly rate. I'd be happy to provide a discount offer to help you get started with the app as your business grows. 🌱✨
>  You can use the code 4matthew to get 30% off the Standard plan for 3 months. Please note that the code expires after a week so please make sure to use it before the time's up.
>  Is there anything else I can help with?

**[2026-04-28 11:36:36] user/Matthew Powell-Perry**

> hi thanks for this, could you confirm if the standard plan includes the functionality we are needing as outlined above? Regarding the pricing, thank you for the offer for 3 months but I'm looking for something more long term that's affordable, is there any way you can reduce the price on an ongoing basis?

**[2026-04-28 11:45:07] admin/Sam**

> Unfortunately we're not able to extend this discount. However if you're looking for a long-term solution, you can choose our annual plans. The annual Standard plan comes with a 20% discount:
>  [Image] You can check the features available on each plan on the plans page. The functionalities you're looking for are available on Standard plan .Please note that newsletter integration depends on the app you plan to use. For example, Shopify customers integration is available on Standard plan but Klaviyo, MailChimp, etc are available on Rocket plan.
>  However if you switch to the Standards plan, I can ask the team to activate the integration you need on your need plan.

**[2026-04-28 13:36:02] user/Matthew Powell-Perry**

> Hi thanks for this so can i activate the standard plan and you can then ask for klaviyo to be switched on?

**[2026-04-28 13:49:41] admin/Sam**

> My pleasure.
>  Yes, once you're on the Standard plan I can ask the team to enable this option on your plan.

**[2026-04-28 13:56:38] user/Matthew Powell-Perry**

> hi how do i enter the 4matthew code please?

**[2026-04-28 13:56:48] user/Matthew Powell-Perry**

> i found it

**[2026-04-28 13:57:00] admin/Sam**

> Great. 😊

**[2026-04-28 13:57:20] admin/Sam**

> Please hit apply to see the discounted price and then proceed to checkout.

**[2026-04-28 13:59:07] user/Matthew Powell-Perry**

> hi that's done now

**[2026-04-28 14:01:07] admin/Sam**

> Thank you for letting me know. I've asked the team to activate the integration for you. I expect it to be taken care of in approximately 5-6 hours. I'll keep you posted as soon as it's done. ✨
>  Is there anything else I can help with at the moment? 😊

**[2026-04-28 14:01:33] user/Matthew Powell-Perry**

> hi that's fine for now thank you

**[2026-04-28 14:02:15] admin/Sam**

> Anytime. 🌸
>  By the way,
>  If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
> 
> 
>  ​

**[2026-04-28 14:02:27] admin/Sam**

> I promise it would take just less than 1 minute and 2 clicks but would mean A LOT to me. 🙏

**[2026-04-28 14:08:22] user/Matthew Powell-Perry**

> hi please send link

**[2026-04-28 14:08:57] admin/Sam**

> Thanks! 😍
>  Here is the link: Notify me! | Review Link

**[2026-04-29 09:37:02] admin/Sam**

> Hi Matthew,
>  I hope you're doing great.
>  First of all, I wanted to thank you for taking the time to write your feedback for us. I really appreciate it.
>  I also wanted to let you know that you now have access to Klaviyo integration on the Standard plan. ✨ You can check out this article that guides you through the setup:
>  [App: Article Inserter]
> 
>  If you have any questions or need additional assistance, please let me know. I'd be happy to help.

**[2026-04-29 09:37:18] bot/Luna**

> Help Sam understand how they’re doing:

**[2026-04-29 09:37:18] bot/Luna**

> [Conversation Rating Request]

</details>
