---
conversation_id: "215474386194222"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474386194222?view=List"
shopify_domain: "25b756-2.myshopify.com"
shopify_url: "https://25b756-2.myshopify.com"
company_name: "THREADED VISION"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-21T03:19:15Z"
closed_at: "2026-05-21T04:34:05Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nilou"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Daniel Isong"
customer_email: "support@thvsn.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 158
seconds_to_first_admin_reply: 165
seconds_from_start_to_review_ask: 4333
seconds_from_handoff_to_review_ask: 4175
seconds_from_first_reply_to_review_ask: 4168
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 38
customer_message_count: 11
admin_message_count_total: 35
note_count: 0
customer_word_count: 759
admin_word_count: 445
count_reopens: 0
count_assignments: 5
handling_time_seconds: 4216
sla_name: "Paid Chats First 5min"
sla_status: "hit"
fin_participated: true
fin_resolution_state: null
fin_source_workflow: "All Apps - Chat - Let Fin answer first - without Subi"
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474389636411"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474389636411"
review_rating: 5
review_posted_at: "2026-05-21T11:10:03Z"
seconds_from_ask_to_review: 23915
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 215474386194222 — THREADED VISION ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474386194222?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474389636411)  ·  🔗 [Visit Shopify store](https://25b756-2.myshopify.com)

## Overview
- **Merchant:** Daniel Isong — `support@thvsn.com` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** 25b756-2.myshopify.com · 🌍 Houston, Texas, United States
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2023-07-20

## App usage — Subi
- **Subi plan:** Starter — $29.0/mo
- **Installed on:** 2026-05-21 01:38:22 UTC
- **Install to conversation start:** 1h 40m before this conversation

## Summary
Merchant Daniel Isong needed help displaying the subscription delivery frequency ('Every 2 months') in the Subi widget on his Threaded Briefs product page. Agent Nilou identified the issue, offered multiple solutions, and ultimately implemented a legacy widget style that showed subscription and one-time purchase options side by side with correct pricing, labels, and discount badge. After a few rounds of fine-tuning (centering the label, removing 'from', changing discount text, updating the price suffix), the merchant confirmed everything looked correct and the issue was fully resolved.

> "Customers can see they're subscribing but have no idea how often they'll be charged or shipped."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-21 03:19:15 | +0s | — |
| Handed to human (Nilou) | 2026-05-21 03:21:53 | +2m 38s | +0s |
| First reply to customer | 2026-05-21 03:22:00 | +2m 45s | +7s |
| Review requested by Nilou | 2026-05-21 04:31:28 | +1h 12m | +1h 9m |
| Conversation closed | 2026-05-21 04:34:05 | +1h 14m | +1h 12m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-21 11:10:03 | +7h 50m | +7h 48m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Subscription frequency not displaying | The merchant wanted to know why 'Every 2 months' delivery frequency was not showing in the Subi widget on the product page despite correct plan configuration. | yes |
| 2 | How-To / Setup | Widget layout customization | The merchant requested a side-by-side card layout for subscribe and buy-once options with specific labels, pricing, and responsive mobile behavior. | yes |
| 3 | How-To / Setup | Widget text and label adjustments | The merchant asked for several copy changes including centering the 'Select options' label, removing 'from', changing '15% discount' to 'Save 15%', and replacing '/each' with '/box'. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first - without Subi
- **What Fin did:** The AI bot Luna greeted the merchant and offered to connect them with a human agent or continue assisting, then handed off to a human agent when requested.

## Review request
- **Asked:** Yes — +1h 12m after conversation start (+1h 9m after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-21 11:10:03 UTC
- **Time from ask to review publish:** +6h 38m
- **Time from conversation start to publish:** +7h 50m
- **Match method:** `ok`
- **Shop name on review:** THREADED VISION
- **App listed on review:** Subi Subscriptions App

**Review text:**
> amazing

## Statistics
- **Messages:** 38 (11 customer, 35 admin)
- **Internal notes:** 0
- **Word count:** customer 759, admins 445
- **Total handling time (Intercom):** +1h 10m
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat
- **Topics:** Subi - Customizations, SB- subscription box and build a box page, SB - Asked for review, password-protected

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer received high-quality, detailed assistance from the teammate who implemented custom widget styling and layout changes to meet the customer's branding needs. The customer expressed positive sentiment and confirmed satisfaction with the final result.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Subscription delivery frequency label not rendering in widget despite correct plan configuration
- No mobile preview available for legacy widget style

## Full transcript
<details>
<summary>Click to expand — 38 messages</summary>

**[2026-05-21 03:19:15] user/Daniel Isong [source]**

> any live agent available?

**[2026-05-21 03:19:26] bot/Luna**

> Hi there! I'm Luna, your AI assistant here to help with quick questions and concerns! If you'd like, I can connect you with a human agent. Would you like me to do that? Or if you want, you can keep chatting with me and share more about what you need help with.

**[2026-05-21 03:22:00] admin/Nilou**

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

**[2026-05-21 03:22:09] admin/Nilou**

> Yes! What can I help you with?

**[2026-05-21 03:24:45] user/Daniel Isong**

> Hi, I need help getting the subscription frequency to display on my product page. Store: Threaded Vision Product: Threaded Briefs Plan: Plan 1, Every 2 months, 15% discount, Active Theme: Minimalist (Shopify Online Store 2.0) Issue The Subi widget is installed and showing on my product page. Subscribe and One-Time Purchase options both appear with correct pricing ($29.75 subscribe, $35 one-time). However, the delivery frequency "Every 2 months" is not displaying anywhere in the widget. Customers can see they're subscribing but have no idea how often they'll be charged or shipped. What I've already configured
>  Selling Plan Label is set to "Every 2 months" in the plan's Display Content section Delivery frequency is 2, Delivery interval is Month(s) Plan is Active and applied to Threaded Briefs (All variants) Purchase type is set to "Subscription &amp; one time purchase (Both)" In widget customization, Description is set to Standard (not Tooltip hidden) Show product price is toggled ON Widget type is Subscription I have hard refreshed the live product page multiple times
>  What I need Can you tell me what setting controls the display of "Every 2 months" inside the widget on the live product page? Is there an additional toggle I'm missing, or does my Minimalist theme require custom CSS to render the selling plan label? If CSS is needed, please provide the snippet. A screenshot of my live product page and my plan settings is attached. Thank you.
>  Attach two screenshots when you send this:
>  The live Threaded Briefs product page (the one you showed me earlier with Subscribe / Buy once stacked) The Plan 1 page showing "Every 2 months, 15% discount" (image 4 from what you just sent)
>  Send that through the Subi chat box. They typically respond within a few hours. When they reply, paste their response to me and I'll translate any technical steps into clear actions.

**[2026-05-21 03:26:06] admin/Nilou**

> Thank you so much for the thorough request Let me check it live please I'll be right back

**[2026-05-21 03:29:00] admin/Nilou**

> I noticed that your store is currently password-protected. Could you please share the front password with me just for a quick check?

**[2026-05-21 03:29:06] user/Daniel Isong**

> ready

**[2026-05-21 03:29:06] admin/Nilou**

> In order to find your front password, all you need to do is:
>  1-Go to your Shopify panel
>  2-Sales channel-&gt;online store
>  3-Preferences
>  Scroll down till you find the "Restrict store access" section
>  You can find your password here:
>  [Image]

**[2026-05-21 03:29:12] user/Daniel Isong**

> thats the password

**[2026-05-21 03:29:30] admin/Nilou**

> Thank you! Checking

**[2026-05-21 03:33:27] admin/Nilou**

> I see what you're referring to, dear Daniel I could add a CSS box OR I could change the "Subscribe" to "Billing every 2 months" Another option is to add this description to the widget box (recommend approach):
>  [Image] I'll be happy to implement whichever option you'd like.

**[2026-05-21 03:35:47] admin/Nilou**

> Checking in Are we still connected?
>  [Image]

**[2026-05-21 03:36:00] user/Daniel Isong**

> yes

**[2026-05-21 03:36:20] admin/Nilou**

> Awesome! I'll wait for your decision ^-^

**[2026-05-21 03:39:31] user/Daniel Isong**

> Let's go with Option 1, custom CSS. While you're in the code, can you also implement a second customization? I want the purchase options laid out side by side instead of stacked. Layout should be: "Select options" label centered above Subscribe option on the LEFT Buy once option on the RIGHT The Subscribe option (left side) needs to display: Subscribe label, Save 15% badge, strikethrough $35, current price $29.75, and "Every 2 months" frequency text underneath The Buy once option (right side) needs to display: Buy once label and $35 price Please make sure the side-by-side layout works cleanly on mobile, since most of my traffic is mobile. If mobile gets cramped, can you set it to stack vertically on mobile only and side-by-side on desktop? That's a standard responsive approach. Can you send me a preview or screenshot before pushing it live so I can confirm the look matches the brand? My theme is Minimalist and the brand aesthetic is clean, black and white, editorial. Thank you.

**[2026-05-21 03:42:31] admin/Nilou**

> Of course! This actually may not even need CSS I could implement this for you by enabling a legacy widget style Here's a preview:
>  [Image]

**[2026-05-21 03:44:04] user/Daniel Isong**

> Yes, I like this legacy widget style. Please implement it for Threaded Briefs. Three things to confirm before pushing live:
>  My Threaded Briefs plan only has one subscription option (Every 2 months, 15% off). So the final layout should be just two cards, Subscribe on the left and Buy once on the right. Confirm this is how it will render with my actual plan. I had Subi branding toggled off earlier to remove "Powered by Subi." Please make sure that stays hidden in the legacy style. Can you send me a mobile preview as well? Most of my traffic is mobile and I need to see how the two cards behave on a phone screen. If they get cramped, please make them stack vertically on mobile

**[2026-05-21 03:45:51] admin/Nilou**

> Yes, since only 2 selling plan options are available, there will only be 2 boxes displayed next to each other Also this is just a preview, so rest assured the trademark will not be displayed It will be the same view on the mobile phone but unfortunately I can't provide a preview for that view at the moment

**[2026-05-21 03:48:14] user/Daniel Isong**

> Confirmed, please push live. I'll check it on desktop and mobile right after and let you know if anything needs adjusting. Thank you.

**[2026-05-21 03:51:48] admin/Nilou**

> Thank you for your confirmation I'm on it

**[2026-05-21 03:59:19] admin/Nilou**

> ✅Done Could you please check it now and let me know if you'd like any adjustments made?
>  [Image]

**[2026-05-21 04:09:14] admin/Nilou**

> Are we still connected? Is there anything I could improve for you?

**[2026-05-21 04:11:43] user/Daniel Isong**

> The page looks great on my end. Currency is displaying correctly in USD.
>  Just a few final adjustments before launch:
>  1. Center the “Select options” label above the two cards. Right now it’s left aligned.
>  2. Remove the word “from” before the subscription price. All sizes are the same price, so it should read: “$29.75/box” instead of “from $29.75/each”
>  3. Change “15% discount” to “Save 15%” to better match the brand voice.
>  4. Replace “/each” with “/box” since the product is a 3 pack sold as one unit. If removing the suffix entirely reads cleaner visually, I’m good with that too.
>  Once those are done, I think we’re fully launched. Appreciate your help on this. ​

**[2026-05-21 04:19:25] admin/Nilou**

> You're absolutely welcome! Let me make these changes please and get back to you

**[2026-05-21 04:29:55] admin/Nilou**

> ✅All done

**[2026-05-21 04:30:12] admin/Nilou**

> Though it seems the front password has been changed so I can't send a screenshot

**[2026-05-21 04:30:21] admin/Nilou**

> Is all to your liking right now?

**[2026-05-21 04:30:58] user/Daniel Isong**

> yes thank you very kuch

**[2026-05-21 04:31:22] admin/Nilou**

> You're absolutely welcome! My pleasure! ^-^

**[2026-05-21 04:31:28] admin/Nilou**

> If I could make things a bit easier for you, can you consider writing a quick review?
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-05-21 04:31:48] admin/Nilou**

> It would mean a lot to me if you consider it🥹

**[2026-05-21 04:31:54] user/Daniel Isong**

> done

**[2026-05-21 04:32:26] admin/Nilou**

> Thank you!! You're the best😍🥹🙏

**[2026-05-21 04:32:50] admin/Nilou**

> Wishing you a blasting success with your launch And whenever you need anything, we're here for you

**[2026-05-21 04:33:57] admin/Nilou**

> If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one, dear Daniel✨ Take care,

**[2026-05-21 04:34:16] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-21 04:34:16] bot/Luna**

> [Conversation Rating Request]

</details>
