---
conversation_id: "215474265497678"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265497678?view=List"
shopify_domain: "supregear.myshopify.com"
shopify_url: "https://supregear.myshopify.com"
company_name: ""
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-12T03:55:48Z"
closed_at: "2026-05-12T06:54:51Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Rong Dang"
customer_email: "jdtech.us@hotmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 6877
seconds_to_first_admin_reply: 6877
seconds_from_start_to_review_ask: 9940
seconds_from_handoff_to_review_ask: 3063
seconds_from_first_reply_to_review_ask: 3063
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 63
customer_message_count: 23
admin_message_count_total: 34
note_count: 0
customer_word_count: 134
admin_word_count: 545
count_reopens: 1
count_assignments: 6
handling_time_seconds: 3956
sla_name: "Paid Chats First 5min"
sla_status: "canceled"
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: null
review_ticket_id: "215474268238064"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474268238064"
review_rating: 5
review_posted_at: "2026-05-12T10:39:43Z"
seconds_from_ask_to_review: 14295
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 215474265497678 — Labasics Shop ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474265497678?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474268238064)  ·  🔗 [Visit Shopify store](https://supregear.myshopify.com)

## Overview
- **Merchant:** Rong Dang — `jdtech.us@hotmail.com` (personal address on a free email provider)
- **Store:** supregear.myshopify.com · 🌍 Seattle, Washington, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## App usage — Discounty
- **Discounty plan:** —
- **Installed on:** 2025-03-19 07:50:42 UTC
- **Install to conversation start:** 1y 1mo before this conversation

## Summary
The merchant wanted to know how to auto-update campaign products when items are added or removed from their store. After the AI bot provided initial guidance, the merchant was connected to agent Pearl, who explained the auto-update feature, unlocked it on the merchant's current (non-qualifying) plan for two stores, and clarified that auto-update only works for campaigns based on collections, tags, or vendors — not specific products or variants.

> "We recently added several new products to our store, but we noticed that the discounts set in Discounty are not being synced on the storefront."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-12 03:55:48 | +0s | — |
| Handed to human (Pearl) | 2026-05-12 05:50:25 | +1h 54m | +0s |
| First reply to customer | 2026-05-12 05:50:25 | +1h 54m | +0s |
| Review requested by Pearl | 2026-05-12 06:41:28 | +2h 45m | +51m 3s |
| Conversation closed | 2026-05-12 06:54:51 | +2h 59m | +1h 4m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-12 10:39:43 | +6h 43m | +4h 49m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Auto-update campaign products | The merchant asked how to automatically sync new products added to their store with an active Discounty campaign. | yes |
| 2 | Technical Bug | Discounts not syncing for new products | The merchant reported that newly added products were not receiving discounts on the storefront. | yes |
| 3 | Feature Request | Auto-update on lower-tier plan | The merchant wanted the auto-update feature enabled without upgrading to the Discounty plan. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna answered the initial auto-update setup question with step-by-step instructions and caveats, then routed the merchant to a human agent after repeated requests.

## Review request
- **Asked:** Yes — +2h 45m after conversation start (+51m 3s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-12 10:39:43 UTC
- **Time from ask to review publish:** +3h 58m
- **Time from conversation start to publish:** +6h 43m
- **Match method:** `manual`
- **Shop name on review:** Labasics Shop
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Pearl was very helpful and professional throughout the whole support process. Quick response, clear communication, and efficient problem-solving. Really appreciate the excellent customer service and support. Thank you, Pearl!

## Statistics
- **Messages:** 63 (23 customer, 34 admin)
- **Internal notes:** 0
- **Word count:** customer 134, admins 545
- **Total handling time (Intercom):** +1h 5m
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ❌ canceled

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

## Tags & Topics
- **Tags:** Started by Chat, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - Asked for review, Urgency 3

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Auto-update feature not available on the Essential plan by default
- Auto-update does not work for campaigns based on specific products or variants — only collections, tags, or vendors

## Full transcript
<details>
<summary>Click to expand — 63 messages</summary>

**[2026-05-12 03:55:48] user/Rong Dang [source]**

> how can we auto-update the campaign's products when items are added or removed from our store?

**[2026-05-12 03:56:08] bot/Luna**

> Hi Rong - I’m Luna, an AI assistant. You can auto-update a campaign’s products by turning on Auto-update products in the campaign settings. A human teammate can step in if you’d like.
>  Steps:
>  1. Open the campaign in our app
> 2. Go to the Product section
> 3. Enable “Auto-update the campaign’s products when items are added or removed from your store”
> 4. Save
>  Extra:
>  - If the campaign was already created, you’ll need to deactivate it, enable auto-update, then reactivate it.
> - Updates can take up to 2 hours to apply.
> - This won’t work if the campaign uses a manual product list, and it can cause loops with some smart collections + Bulk price editor campaigns.
> - Also, auto-update isn’t available on the Essential plan.
>  Source: Frequently Asked Questions (FAQs)

**[2026-05-12 03:56:09] bot/Luna**

> Is that what you were looking for?

**[2026-05-12 04:00:10] bot/Luna**

> If you need any more help with setting up or managing your campaign's auto-update feature, I'm here to assist! Would you like to share more about what you're trying to achieve or any specific challenges you're facing?

**[2026-05-12 04:02:09] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-12 04:02:09] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 05:47:49] user/Rong Dang [open]**

> connect me to a human support

**[2026-05-12 05:47:54] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about your issue so they have all the details to assist you better?

**[2026-05-12 05:48:09] user/Rong Dang**

> connect me to a human support ​

**[2026-05-12 05:48:17] bot/Luna**

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

**[2026-05-12 05:48:25] user/Rong Dang**

> I have an issue that's slowing me down

**[2026-05-12 05:48:26] 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:

**[2026-05-12 05:48:26] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 05:48:27] 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 jdtech.us@hotmail.com.

**[2026-05-12 05:49:23] user/Rong Dang**

> connect me to a human support ​

**[2026-05-12 05:50:25] admin/Pearl**

> Hi there,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-05-12 05:51:00] user/Rong Dang**

> Hi Pearl

**[2026-05-12 05:51:03] user/Rong Dang**

> I have a question

**[2026-05-12 05:51:26] admin/Pearl**

> Sure, ask away please

**[2026-05-12 05:52:16] user/Rong Dang**

> We recently added several new products to our store, but we noticed that the discounts set in Discounty are not being synced on the storefront.

**[2026-05-12 05:53:21] admin/Pearl**

> When new products are added to your store or to a collection with an active Discounty campaign, whether they receive the discount depends on the campaign's auto-update setting:
> 
>  - If the "auto-update" feature is enabled, Discounty will automatically update the campaign to include new products. However, this update is not immediate; it occurs every 2 hours, so there may be a delay before discounts appear on the storefront for newly added products .
> - If the auto-update feature is not enabled, new products will not be discounted automatically. In this case, you need to manually deactivate and then reactivate the campaign to include the new products and apply the discount .
>  Please note: The auto-update feature is available on the Discounty plan.

**[2026-05-12 05:57:36] admin/Pearl**

> For the existing setting, you will need to deactivate and reactivate the campaign once. If enabling the Auto update feature is some thing you would like to consider, you can enable it while the campaign is deactivated for future updates

**[2026-05-12 05:57:41] admin/Pearl**

> Does that help?

**[2026-05-12 05:57:55] user/Rong Dang**

> Trying~

**[2026-05-12 05:58:30] admin/Pearl**

> Take your time :)

**[2026-05-12 06:12:07] admin/Pearl**

> By the way, if you are interested in the auto updating feature and do not wish to upgrade to the Discounty plan, I can unlock it for you on your current plan.

**[2026-05-12 06:21:12] admin/Pearl**

> Does that sound good?

**[2026-05-12 06:25:21] user/Rong Dang**

> That's great!!

**[2026-05-12 06:25:37] user/Rong Dang**

> We really appreciate it

**[2026-05-12 06:25:49] admin/Pearl**

> No problem at all!

**[2026-05-12 06:25:53] admin/Pearl**

> Happy to help

**[2026-05-12 06:26:16] admin/Pearl**

> Should I enable it for this store: Labasics Shop?

**[2026-05-12 06:28:08] user/Rong Dang**

> yes

**[2026-05-12 06:28:57] user/Rong Dang**

> Could u pls also enable it for https://www.funchem.store/ ?

**[2026-05-12 06:29:41] admin/Pearl**

> Of course.
>  Done✅

**[2026-05-12 06:30:23] admin/Pearl**

> Great news, you can enable it even when the campaign is active:
>  [Image]

**[2026-05-12 06:30:44] admin/Pearl**

> Just note that it will take affect to the changes applied after you enable the feature

**[2026-05-12 06:31:28] user/Rong Dang**

> Let me check~

**[2026-05-12 06:31:39] admin/Pearl**

> Of course👍

**[2026-05-12 06:34:14] user/Rong Dang**

> [Image] This campaign still cannot change~

**[2026-05-12 06:37:27] admin/Pearl**

> That is because that campaign is created based on products and variants.
> 
>  In order for the auto update feature to work, you need to run it only on campaigns created based on collections, tags or vendors (any category that products can be added or removed from).

**[2026-05-12 06:38:20] user/Rong Dang**

> Gotcha!!

**[2026-05-12 06:38:25] user/Rong Dang**

> Thank you Pearl

**[2026-05-12 06:38:41] admin/Pearl**

> You are most welcome :)

**[2026-05-12 06:38:47] admin/Pearl**

> Any thing else I can do to help?

**[2026-05-12 06:40:31] user/Rong Dang**

> nothing further~

**[2026-05-12 06:40:55] admin/Pearl**

> All right, please feel free to reach out any time

**[2026-05-12 06:41:00] admin/Pearl**

> 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🙈

**[2026-05-12 06:41:13] user/Rong Dang**

> sure

**[2026-05-12 06:41:28] admin/Pearl**

> Thank you!
>  Can you make me happy by leaving a review, before you go? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-05-12 06:46:41] admin/Pearl**

> Are we still connected?👀

**[2026-05-12 06:47:00] user/Rong Dang**

> a sec pls~

**[2026-05-12 06:48:24] user/Rong Dang**

> [Image] I found I left a review previously, can I add your name to this review?

**[2026-05-12 06:49:13] admin/Pearl**

> Oh, thanks for letting me know.
>  I was wondering, if its not too much to ask, can you consider writing a new one from your other store?

**[2026-05-12 06:50:01] user/Rong Dang**

> of couse

**[2026-05-12 06:50:03] admin/Pearl**

> If you don't mind, could you try this?
> 
>  1. Go to Shopify App Store
> 2. Press the log-out button on the top right side of the page.
> 3. Click on the review link again and enter your Shopify domain in the popped-up window (another domain that our app is installed in) and press the login button.
>  [Image] This will hopefully resolve the issue!
>  Thanks for taking the time to help us. 🙏🏻

**[2026-05-12 06:51:58] user/Rong Dang**

> [Image] Hope you like this

**[2026-05-12 06:52:57] admin/Pearl**

> You are the best✨

**[2026-05-12 06:53:09] admin/Pearl**

> Thank you so much for making my day :)

**[2026-05-12 06:53:22] admin/Pearl**

> We are always happy to help so do not hesitate to reach out

**[2026-05-12 06:53:34] admin/Pearl**

> Have a wonderful rest of your day

**[2026-05-12 06:55:02] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-12 06:55:03] bot/Luna**

> [Conversation Rating Request]

</details>
