---
conversation_id: "215474173523507"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474173523507?view=List"
shopify_domain: "sugimoto-wholesale.myshopify.com"
shopify_url: "https://sugimoto-wholesale.myshopify.com"
company_name: "Sugimoto Tea Wholesale"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-04T19:58:25Z"
closed_at: "2026-05-04T20:12:30Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Dela"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Kyohei Sugimoto"
customer_email: "info@sugimotousa.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 357
seconds_to_first_admin_reply: 357
seconds_from_start_to_review_ask: 586
seconds_from_handoff_to_review_ask: 229
seconds_from_first_reply_to_review_ask: 229
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 32
customer_message_count: 13
admin_message_count_total: 9
note_count: 0
customer_word_count: 52
admin_word_count: 112
count_reopens: 0
count_assignments: 6
handling_time_seconds: 685
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: 4
review_ticket_id: "215474177084142"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084142?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T02:18:16Z"
seconds_from_ask_to_review: 22205
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 215474173523507 — Sugimoto Tea Wholesale ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474173523507?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084142?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://sugimoto-wholesale.myshopify.com)

## Overview
- **Merchant:** Kyohei Sugimoto — `info@sugimotousa.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** sugimoto-wholesale.myshopify.com · 🌍 Torrance, California, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2022-01-21
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $19/monthly
- **Installed on:** 2024-12-06 23:10:33 UTC
- **Install to conversation start:** 1y 4mo before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 516,642
- **Total orders through Discounty:** 1059

## Summary
Merchant Kyohei Sugimoto was unable to save an exclusion in a Discounty campaign. The AI bot Luna attempted to troubleshoot by suggesting deactivation/reactivation steps, but the issue persisted. Human agent Dela joined and resolved the problem, after which the merchant confirmed it was working.

> "I have an issue that's slowing me down"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-04 19:58:25 | +0s | — |
| Handed to human (Dela) | 2026-05-04 20:04:22 | +5m 57s | +0s |
| First reply to customer | 2026-05-04 20:04:22 | +5m 57s | +0s |
| Review requested by Dela | 2026-05-04 20:08:11 | +9m 46s | +3m 49s |
| Conversation closed | 2026-05-04 20:12:30 | +14m 5s | +8m 8s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 02:18:16 | +6h 19m | +6h 13m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Exclusion not saving in campaign | The merchant was unable to save an item exclusion within an active campaign. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to troubleshoot the exclusion-saving issue by providing step-by-step guidance around deactivating and reactivating the campaign, but was unable to resolve it and escalated to a human agent.

## Review request
- **Asked:** Yes — +9m 46s after conversation start (+3m 49s after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 02:18:16 UTC
- **Time from ask to review publish:** +6h 10m
- **Time from conversation start to publish:** +6h 19m
- **Match method:** `ok`
- **Shop name on review:** Sugimoto Tea Wholesale
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Great support! The response was fast, and they explained the solution clearly, making it very easy to resolve the issue.

## Statistics
- **Messages:** 32 (13 customer, 9 admin)
- **Internal notes:** 0
- **Word count:** customer 52, admins 112
- **Total handling time (Intercom):** +11m 25s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced a product issue with exclusions not saving, expressed frustration, and required escalation from the AI Agent to a human teammate. The teammate successfully resolved the issue, leading to customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Exclusion could not be saved in an active campaign despite following bot-suggested steps

## Full transcript
<details>
<summary>Click to expand — 32 messages</summary>

**[2026-05-04 19:58:25] user/Kyohei Sugimoto [source]**

> I excluded the item, but it’s not saving.

**[2026-05-04 19:58:31] 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:
>  -
>  215474173480206

**[2026-05-04 19:58:46] bot/Luna**

> Hi Kyohei 👋 I’m Luna, your AI assistant here to help with quick questions! If something needs deeper investigation, a human teammate can step in.
>  Answer: The exclusion may not save because the campaign is currently active.
>  Steps:
>  - Open Discounty → Campaigns
> - Select your campaign
> - Deactivate the campaign
> - Go to the Excludes section and remove the item
> - Save
> - Reactivate the campaign
>  Active campaigns can’t be edited directly, so changes like exclusions only apply after deactivating and reactivating.
>  Extra: If the item is part of a collection filter, removing it from the collection can also exclude it automatically.
>  Quick check: which type of campaign are you using (Bulk price editor, BXGY, etc.)? That will help narrow this down.
>  [Image] Sources: Frequently Asked Questions (FAQs) How to create a Bulk price editor campaign in Discounty

**[2026-05-04 19:59:19] user/Kyohei Sugimoto**

> I did that, but it won't save. ​

**[2026-05-04 19:59:23] bot/Luna**

> Thanks for your patience, Kyohei—I understand this is frustrating! Would you like me to connect you with a human agent? Or if you can share more details about your campaign type, I’m happy to keep helping you troubleshoot.

**[2026-05-04 19:59:36] user/Kyohei Sugimoto**

> [Image]

**[2026-05-04 19:59:48] bot/Luna**

> Answer: The exclusion may not save because the campaign is using filters (like a collection) and the product still matches those filters.
>  Steps:
>  - Open Discounty → Campaigns
> - Select your campaign
> - Check the Includes section (collections, tags, vendors, etc.)
> - If the product is included by a filter, remove it from that filter or add it to Excludes
> - Save the campaign
> - Deactivate → Activate the campaign to resync products
>  Extra: If the product is part of a collection filter, removing it from that collection will automatically exclude it from the campaign.
>  Sources: Frequently Asked Questions (FAQs) How to create a Bulk price editor campaign in Discounty

**[2026-05-04 19:59:48] bot/Luna**

> Is that what you were looking for?

**[2026-05-04 20:00:24] user/Kyohei Sugimoto**

> [Image]

**[2026-05-04 20:00:30] bot/Luna**

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

**[2026-05-04 20:00:57] user/Kyohei Sugimoto**

> I can not save this.

**[2026-05-04 20:01:04] bot/Luna**

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

**[2026-05-04 20:01:22] user/Kyohei Sugimoto**

> I have an issue that's slowing me down

**[2026-05-04 20:01:23] 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:

**[2026-05-04 20:01:23] bot/Luna**

> [Conversation Rating Request]

**[2026-05-04 20:01:24] 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@sugimotousa.com.

**[2026-05-04 20:04:22] admin/Dela**

> Hi Kyohei!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty.

**[2026-05-04 20:04:44] admin/Dela**

> Would you like your campaign to have an specific end date?

**[2026-05-04 20:07:35] user/Kyohei Sugimoto**

> It works now. Thank you so much!

**[2026-05-04 20:07:57] user/Kyohei Sugimoto**

> There is no end date.

**[2026-05-04 20:08:11] admin/Dela**

> Perfect! 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: Discounty Review Link

**[2026-05-04 20:08:19] user/Kyohei Sugimoto**

> 👍

**[2026-05-04 20:08:23] user/Kyohei Sugimoto**

> Thank you

**[2026-05-04 20:08:42] admin/Dela**

> Thanks! I’d also love to know when it’s submitted so I can keep an eye out for it! Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-04 20:10:10] user/Kyohei Sugimoto**

> OK will do.

**[2026-05-04 20:10:25] admin/Dela**

> Thanks so much😍

**[2026-05-04 20:11:27] user/Kyohei Sugimoto**

> [Image]

**[2026-05-04 20:11:41] admin/Dela**

> [Image]

**[2026-05-04 20:11:52] user/Kyohei Sugimoto**

> Thank you

**[2026-05-04 20:12:29] admin/Dela**

> Wish you a great rest of the day✨

**[2026-05-04 20:12:41] bot/Luna**

> Help Dela understand how they’re doing:

**[2026-05-04 20:12:41] bot/Luna**

> [Conversation Rating Request]

</details>
