---
conversation_id: "215474293109347"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474293109347?view=List"
shopify_domain: "dawson-knives.myshopify.com"
shopify_url: "https://dawson-knives.myshopify.com"
company_name: "Dawson Knives"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-13T19:19:28Z"
closed_at: "2026-05-13T22:31:32Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Harry"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Danielle Dawson"
customer_email: "info@dawsonknives.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 151
seconds_to_first_admin_reply: 151
seconds_from_start_to_review_ask: 722
seconds_from_handoff_to_review_ask: 571
seconds_from_first_reply_to_review_ask: 571
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 20
customer_message_count: 6
admin_message_count_total: 10
note_count: 0
customer_word_count: 66
admin_word_count: 125
count_reopens: 0
count_assignments: 6
handling_time_seconds: 954
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: 5
intercom_cx_score: null
review_ticket_id: "215474297750747"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474297750747?view=List"
review_rating: 5
review_posted_at: "2026-05-14T02:17:56Z"
seconds_from_ask_to_review: 24386
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 215474293109347 — Dawson Knives ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474293109347?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474297750747?view=List)  ·  🔗 [Visit Shopify store](https://dawson-knives.myshopify.com)

## Overview
- **Merchant:** Danielle Dawson — `info@dawsonknives.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** dawson-knives.myshopify.com · 🌍 Prescott, Arizona, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2015-02-02
- **Public review score (StoreLeads):** 4.69 (13 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Starter (MONTHLY)
- **Installed on:** 2026-01-13 22:19:33 UTC
- **Install to conversation start:** 3 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1249

## Summary
Merchant Danielle Dawson needed help changing the text color of light-colored elements in a popup (SMS country code and product variant selection) to a specific hex color (#2d2f31). The support agent Harry made the change directly and confirmed it with the merchant, who was satisfied with the result.

> "perfect! That's exactly right"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 19:19:28 | +0s | — |
| Handed to human (Harry) | 2026-05-13 19:21:59 | +2m 31s | +0s |
| First reply to customer | 2026-05-13 19:21:59 | +2m 31s | +0s |
| Review requested by Harry | 2026-05-13 19:31:30 | +12m 2s | +9m 31s |
| Conversation closed | 2026-05-13 22:31:32 | +3h 12m | +3h 9m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-14 02:17:56 | +6h 58m | +6h 55m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Popup text color customization | The merchant wanted to change the light-colored text in a popup (SMS country code and product variant selection) to a specific color (#2d2f31) and asked the team to do it for them. | 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 context, routed the merchant to the human support team, and requested a conversation rating while the agent handled the actual issue.

## Review request
- **Asked:** Yes — +12m 2s after conversation start (+9m 31s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-14 02:17:56 UTC
- **Time from ask to review publish:** +6h 46m
- **Time from conversation start to publish:** +6h 58m
- **Match method:** `ok`
- **Shop name on review:** Dawson Knives
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Great app that does what it's designed to, simply and easily. Tech support is fast and friendly, and Harry is a definite standout in customer service!

## Statistics
- **Messages:** 20 (6 customer, 10 admin)
- **Internal notes:** 0
- **Word count:** customer 66, admins 125
- **Total handling time (Intercom):** +15m 54s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Harry)
- **Primary assignee:** Harry
- **Team / Inbox:** Chat 2

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

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

## Full transcript
<details>
<summary>Click to expand — 20 messages</summary>

**[2026-05-13 19:19:28] user/Danielle Dawson [source]**

> [Image] Howdy, I can't figure out how to edit the light colored text in this popup. (the SMS country code and the product variant selection) I want all the text to be this color: 2d2f31 Can you fix it for me please?

**[2026-05-13 19:19:47] bot/Luna**

> I'll connect you with someone from our team who can assist with this. Meanwhile, could you share any other details or specific preferences you have for the popup? This will help them support you more effectively.

**[2026-05-13 19:20:20] bot/Luna**

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

**[2026-05-13 19:21:14] user/Danielle Dawson**

> I have an issue that's slowing me down

**[2026-05-13 19:21:15] 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:

**[2026-05-13 19:21:16] bot/Luna**

> [Conversation Rating Request]

**[2026-05-13 19:21:16] 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@dawsonknives.com.

**[2026-05-13 19:21:59] admin/Harry**

> Hi Danielle,
>  This is Harry here from the team. I hope you are doing well.
>  I'm glad you reached out to us.
> 
>  Thank you for sharing this with me. I'll check it right away and get back to you shortly. Does that sound good?

**[2026-05-13 19:22:12] user/Danielle Dawson**

> That would be perfect, thanks!

**[2026-05-13 19:22:31] admin/Harry**

> My pleasure! 😊

**[2026-05-13 19:26:26] admin/Harry**

> Thank you for your patience, Danielle. It's done! ✅
>  Could you please check it and confirm?

**[2026-05-13 19:28:13] user/Danielle Dawson**

> yes just a sec

**[2026-05-13 19:28:43] user/Danielle Dawson**

> perfect! That's exactly right

**[2026-05-13 19:29:00] admin/Harry**

> I'm glad to hear that! 😊

**[2026-05-13 19:29:11] admin/Harry**

> Is there anything else I can help you with?

**[2026-05-13 19:31:30] admin/Harry**

> 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! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-13 19:33:28] user/Danielle Dawson**

> sure thing Harry

**[2026-05-13 19:33:51] admin/Harry**

> That's very kind of you. Thank you so much!

**[2026-05-13 22:31:43] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-05-13 22:31:43] bot/Luna**

> [Conversation Rating Request]

</details>
