---
conversation_id: "215474231355068"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474231355068?view=List"
shopify_domain: "woolandwaves.myshopify.com"
shopify_url: "https://woolandwaves.myshopify.com"
company_name: "Wool and Waves Yarn Store"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-08T21:34:54Z"
closed_at: "2026-05-09T17:31:08Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "CAN"
region_source: "contact_location"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Dela", "Harry", "Mo Ramez"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Christine Landry"
customer_email: "christine@woolandwaves.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 341
seconds_from_start_to_review_ask: 3205
seconds_from_handoff_to_review_ask: 3204
seconds_from_first_reply_to_review_ask: 2864
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 25
customer_message_count: 7
admin_message_count_total: 27
note_count: 2
customer_word_count: 31
admin_word_count: 226
count_reopens: 0
count_assignments: 2
handling_time_seconds: 25060
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474233764230"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474233764230"
review_rating: 5
review_posted_at: "2026-05-09T02:18:54Z"
seconds_from_ask_to_review: 13835
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 215474231355068 — Wool and Waves Yarn Store ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474231355068?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474233764230)  ·  🔗 [Visit Shopify store](https://woolandwaves.myshopify.com)

## Overview
- **Merchant:** Christine Landry — `christine@woolandwaves.com` (personal business email (likely the founder or a named employee))
- **Store:** woolandwaves.myshopify.com · 🌍 Courtenay, British Columbia, Canada
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** CAD
- **Store created on Shopify:** 2020-06-05
- **Public review score (StoreLeads):** 4.5 (2 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-08 21:06:35 UTC
- **Install to conversation start:** 28 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 12

## Summary
Christine Landry had just installed the Notify Me app and asked how to remove the SMS option from the widget so only the email field would be visible. Agent Harry resolved this immediately, then proactively offered and applied a custom button styling to better match the merchant's store theme. Christine was satisfied with both changes.

> "looks great. thanks Harry!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-08 21:34:54 | +0s | — |
| Handed to human (Harry) | 2026-05-08 21:34:55 | +1s | +0s |
| First reply to customer | 2026-05-08 21:40:35 | +5m 41s | +5m 40s |
| Review requested by Harry | 2026-05-08 22:28:19 | +53m 25s | +53m 24s |
| Conversation closed | 2026-05-09 17:31:08 | +19h 56m | +19h 56m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-09 02:18:54 | +4h 44m | +4h 43m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Remove SMS option from widget | The merchant wanted to know if it was possible to remove the SMS option and only show the email field in the widget. | yes |
| 2 | How-To / Setup | Widget button customization | Agent proactively offered a custom CSS styling for the widget button to match the store's branding. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +53m 25s after conversation start (+53m 24s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-09 02:18:54 UTC
- **Time from ask to review publish:** +3h 50m
- **Time from conversation start to publish:** +4h 44m
- **Match method:** `ok`
- **Shop name on review:** Wool and Waves Yarn Store
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Super helpful getting everything set up! Thanks to Harry for the awesome help!

## Statistics
- **Messages:** 25 (7 customer, 27 admin)
- **Internal notes:** 2
- **Word count:** customer 31, admins 226
- **Total handling time (Intercom):** +6h 57m
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (Dela, Harry, Mo Ramez)
- **Primary assignee:** Harry
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Customization, Notify Me - asked for review
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate who promptly resolved their questions about widget customization and received positive feedback on the product features.

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

## Full transcript
<details>
<summary>Click to expand — 25 messages</summary>

**[2026-05-08 21:34:54] user/Christine Landry [source]**

> I just installed Notify Me

**[2026-05-08 21:34:55] admin/Mo Ramez [note]**

> shopify_domain: woolandwaves.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: False
> low_stock_is_activated: False
> wishlist_is_activated: False

**[2026-05-08 21:40:35] admin/Harry**

> Hi Christine, ﻿​﻿
>  Welcome to Notify Me! This is Harry from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-05-08 21:41:15] user/Christine Landry**

> thanks!

**[2026-05-08 21:41:29] admin/Harry**

> My pleasure! 😊

**[2026-05-08 21:42:21] user/Christine Landry**

> is there a way to remove the SMS option?

**[2026-05-08 21:42:43] user/Christine Landry**

> and just have the email field visible?

**[2026-05-08 21:43:10] admin/Harry**

> Absolutely!

**[2026-05-08 21:43:19] admin/Harry**

> It is removed now! ✅

**[2026-05-08 21:43:26] user/Christine Landry**

> perfect! Thanks!

**[2026-05-08 21:43:44] admin/Harry**

> It's my pleasure! 😊

**[2026-05-08 21:49:02] admin/Harry**

> By the way, by checking your beautiful shop, I was wondering if you are interested in some advanced customizations for our widget or not.
>  The below is just a suggestion that can be done for you in no time!
> 
>  [Image]
>  What do you think?

**[2026-05-08 21:49:12] admin/Harry [note]**

> .PRODUCT_PAGE-notify-button {
>  background: #164a5a!important;
>  color: white;
>  }

**[2026-05-08 22:10:45] admin/Harry**

> Are we still connected, Christine?

**[2026-05-08 22:17:55] user/Christine Landry**

> that looks great!

**[2026-05-08 22:19:25] admin/Harry**

> I'm glad to hear that!

**[2026-05-08 22:19:37] admin/Harry**

> It's now applied. ✅

**[2026-05-08 22:19:55] admin/Harry**

> Could you please check it and confirm?

**[2026-05-08 22:24:55] admin/Harry**

> Is there anything else I can help you with?

**[2026-05-08 22:28:19] 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

**[2026-05-08 22:35:36] user/Christine Landry**

> looks great. thanks Harry!

**[2026-05-08 22:42:42] bot/Luna**

> The agent you were working with is currently unavailable.
> 
>  Your message has been received and will be followed up as soon as they are back online. ​
>  If you would like, you can add any relevant details now to help us resolve this faster.

**[2026-05-09 17:31:01] admin/Harry**

> I'm very glad to hear that. You're very welcome! 😊
> 
>  It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions. 🙌🏻

**[2026-05-09 17:31:19] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-05-09 17:31:19] bot/Luna**

> [Conversation Rating Request]

</details>
