---
conversation_id: "215474176556306"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474176556306?sidebar_tab=details&view=List"
shopify_domain: "wc0t1f-ia.myshopify.com"
shopify_url: "https://wc0t1f-ia.myshopify.com"
company_name: "Roots & Ritual"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-05T00:39:13Z"
closed_at: "2026-05-05T21:31:28Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Grace"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Madison Hinze"
customer_email: "hi@rootsandritualchi.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hi"
seconds_to_human_handoff: 43
seconds_to_first_admin_reply: 43
seconds_from_start_to_review_ask: 601
seconds_from_handoff_to_review_ask: 558
seconds_from_first_reply_to_review_ask: 558
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 31
customer_message_count: 11
admin_message_count_total: 21
note_count: 2
customer_word_count: 69
admin_word_count: 301
count_reopens: 0
count_assignments: 3
handling_time_seconds: 1212
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 5
review_ticket_id: "215474180782374"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474180782374?view=List"
review_rating: 5
review_posted_at: "2026-05-05T11:15:58Z"
seconds_from_ask_to_review: 37604
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 215474176556306 — Roots & Ritual ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474176556306?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474180782374?view=List)  ·  🔗 [Visit Shopify store](https://wc0t1f-ia.myshopify.com)

## Overview
- **Merchant:** Madison Hinze — `hi@rootsandritualchi.com` (team mailbox (`hi@…` — a shared inbox, not a single person))
- **Store:** wc0t1f-ia.myshopify.com · 🌍 Chicago, Illinois, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2024-12-02
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Kickstart (YEARLY)
- **Installed on:** 2026-05-05 00:28:40 UTC
- **Install to conversation start:** 10 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 42
- **Wishlist items count:** 16

## Summary
Merchant Madison Hinze requested access to the discounted Kickstart ($9.99) plan but initially believed her store was ineligible due to being over a year old. Support agent Grace made a manual exception to grant her access anyway. The issue was fully resolved, and the merchant was subsequently asked for and left a 5-star review.

> "I got it - thank you!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-05 00:39:13 | +0s | — |
| Handed to human (Grace) | 2026-05-05 00:39:56 | +43s | +0s |
| First reply to customer | 2026-05-05 00:39:56 | +43s | +0s |
| Review requested by Grace | 2026-05-05 00:49:14 | +10m 1s | +9m 18s |
| Conversation closed | 2026-05-05 21:31:28 | +20h 52m | +20h 51m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 11:15:58 | +10h 36m | +10h 36m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Plan eligibility / Kickstart plan access | The merchant requested access to the Kickstart ($9.99) plan despite her store being over a year old and therefore outside the standard eligibility criteria. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +10m 1s after conversation start (+9m 18s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 11:15:58 UTC
- **Time from ask to review publish:** +10h 26m
- **Time from conversation start to publish:** +10h 36m
- **Match method:** `ok`
- **Shop name on review:** Roots & Ritual
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Grace was so helpful when I requested eligibility for the Kickstarter plan! We were looking for a way to add a notify me when back in stock button for our online shopping crowd, and this was such an easy way of adding this feature.

## Statistics
- **Messages:** 31 (11 customer, 21 admin)
- **Internal notes:** 2
- **Word count:** customer 69, admins 301
- **Total handling time (Intercom):** +20m 12s
- **Reopens:** 0
- **Assignments:** 3

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

## Tags & Topics
- **Tags:** Started by Chat, No Fin involvement, Expected reply time sent, Notify Me - asked for review
- **Topics:** NM - Asked for review, NM - Kickstart eligibility

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer requested access to the Kickstart plan and was granted an exception by the teammate despite eligibility rules. The customer expressed strong positive sentiment and provided a 5-star review.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Kickstart plan eligibility criteria excludes stores older than one year, which nearly prevented a qualifying microbusiness from accessing the plan

## Full transcript
<details>
<summary>Click to expand — 31 messages</summary>

**[2026-05-05 00:39:13] user/Madison Hinze [source]**

> Hi, I’d like to request access to the Kickstart ($9.9) plan. I believe my store meets the eligibility requirements.

**[2026-05-05 00:39:19] bot/Luna**

> Hi there,
>  Thanks for reaching out and for your interest in the Kickstart plan! ​
>  We’ll review your store’s details and check your eligibility. Once we’ve done that, we’ll get back to you shortly with an update. 🙌🏻

**[2026-05-05 00:39:20] 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 hi@rootsandritualchi.com.

**[2026-05-05 00:39:56] admin/Grace [assignment]**

> Hi there, dear Madison! (:
>  This is Grace from Notify Me Support.
>  How are you today?

**[2026-05-05 00:40:26] user/Madison Hinze**

> Hi! I'm good, sorry I realized I don't think we are eligible because our Shopify store is over a year old, but we are a microbusiness.

**[2026-05-05 00:41:06] admin/Grace**

> Hi there,
>  I completely understand🤔
>  Could you bear with me for a moment?

**[2026-05-05 00:41:11] user/Madison Hinze**

> Yes

**[2026-05-05 00:41:22] admin/Grace**

> I think I might be able to do something about this

**[2026-05-05 00:41:29] admin/Grace**

> [GIF]

**[2026-05-05 00:41:55] user/Madison Hinze**

> Okay!

**[2026-05-05 00:45:09] admin/Grace**

> Like you said, the kickstarter plan is usually reserved for stores that are less than 1 year old,
>  But I made an exception fr you, just between us (:
>  Could you please check it out now and let me know if you have access?

**[2026-05-05 00:47:11] user/Madison Hinze**

> I got it - thank you!

**[2026-05-05 00:47:26] admin/Grace**

> [GIF]

**[2026-05-05 00:48:07] admin/Grace**

> I'm glad I was able to help dear Madison (:
>  Is there anything else I can help you out with?🙌

**[2026-05-05 00:48:17] user/Madison Hinze**

> No - thanks for your help!

**[2026-05-05 00:48:22] user/Madison Hinze**

> [GIF]

**[2026-05-05 00:48:29] admin/Grace**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-05 00:49:14] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me?it would honestly make my day✨🥹

**[2026-05-05 00:49:22] user/Madison Hinze**

> Sure!

**[2026-05-05 00:49:32] admin/Grace**

> Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here if you'd like: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-05 00:49:40] admin/Grace**

> [GIF]

**[2026-05-05 00:50:56] user/Madison Hinze**

> Done

**[2026-05-05 00:50:58] user/Madison Hinze**

> ! :)

**[2026-05-05 00:51:08] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy 🥹

**[2026-05-05 00:51:43] admin/Grace**

> May I ask if it's a 5 star? 😍
>  [GIF]

**[2026-05-05 00:54:29] admin/Grace [note]**

> we all said enshaallah ((:

**[2026-05-05 00:57:29] user/Madison Hinze**

> It was 5 star! ​

**[2026-05-05 01:01:19] admin/Grace [note]**

> Thank for review

**[2026-05-05 21:31:20] admin/Grace**

> Hi ,There Madison
>  This Is Grace from Notify me
>  I just wanted to say a big thank you for your kind review. 💜
>  After a long day, reading your words honestly made me smile
>  It really means a lot that you took the time to share your experience. Encouragement like yours keeps me going, even when things get tough, and I’m so grateful for that.🌟
>  Wishing you and your business all the best and much success ahead. Thanks again for brightening my day!

**[2026-05-05 21:31:40] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-05 21:31:40] bot/Luna**

> [Conversation Rating Request]

</details>
