---
conversation_id: "215474192466058"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474192466058?sidebar_tab=details&view=List"
shopify_domain: "58y51h-s1.myshopify.com"
shopify_url: "https://58y51h-s1.myshopify.com"
company_name: "OMG Marshmallows"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-06T06:07:23Z"
closed_at: "2026-05-06T06:21:59Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "DNK"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Tommy Otzen"
customer_email: "kontakt@omg-marshmallows.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 313
seconds_to_first_admin_reply: 313
seconds_from_start_to_review_ask: 635
seconds_from_handoff_to_review_ask: 322
seconds_from_first_reply_to_review_ask: 322
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 27
customer_message_count: 10
admin_message_count_total: 16
note_count: 0
customer_word_count: 71
admin_word_count: 309
count_reopens: 0
count_assignments: 3
handling_time_seconds: 563
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: "215474194573190"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474194573190?view=List"
review_rating: 5
review_posted_at: "2026-05-06T10:30:06Z"
seconds_from_ask_to_review: 15128
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 215474192466058 — OMG Marshmallows ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474192466058?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474194573190?view=List)  ·  🔗 [Visit Shopify store](https://58y51h-s1.myshopify.com)

## Overview
- **Merchant:** Tommy Otzen — `kontakt@omg-marshmallows.com` (personal business email (likely the founder or a named employee))
- **Store:** 58y51h-s1.myshopify.com · 🌍 Copenhagen, Capital Region, Denmark
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** DKK
- **Store created on Shopify:** 2026-02-03

## App usage — Notify Me!
- **Notify Me! plan:** Kickstart (YEARLY)
- **Installed on:** 2026-05-06 05:49:43 UTC
- **Install to conversation start:** 17 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Merchant Tommy Otzen requested access to the Kickstart ($9.9) plan for his store. Agent Rick verified eligibility, confirmed the store qualified, and guided Tommy to switch plans via the Pricing page in the app. The upgrade was completed successfully, and Tommy agreed to leave a review.

> "Sure. Good support from your side and a good app qualifies for a good review :-)"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-06 06:07:23 | +0s | — |
| Handed to human (Rick) | 2026-05-06 06:12:36 | +5m 13s | +0s |
| First reply to customer | 2026-05-06 06:12:36 | +5m 13s | +0s |
| Review requested by Rick | 2026-05-06 06:17:58 | +10m 35s | +5m 22s |
| Conversation closed | 2026-05-06 06:21:59 | +14m 36s | +9m 23s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-06 10:30:06 | +4h 22m | +4h 17m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Plan eligibility / upgrade | The merchant requested access to the Kickstart ($9.9) plan and asked whether his store was eligible. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +10m 35s after conversation start (+5m 22s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-06 10:30:06 UTC
- **Time from ask to review publish:** +4h 12m
- **Time from conversation start to publish:** +4h 22m
- **Match method:** `ok`
- **Shop name on review:** OMG Marshmallows
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 27 (10 customer, 16 admin)
- **Internal notes:** 0
- **Word count:** customer 71, admins 309
- **Total handling time (Intercom):** +9m 23s
- **Reopens:** 0
- **Assignments:** 3

## People involved
- **Agents who worked on it:** 1 (Rick)
- **Primary assignee:** Rick
- **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
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer successfully requested access to the Kickstart plan with high-quality support from the teammate, who provided clear instructions and resolved the issue efficiently. The customer gave positive product feedback and expressed satisfaction with the support.

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

## Full transcript
<details>
<summary>Click to expand — 27 messages</summary>

**[2026-05-06 06:07:23] user/Tommy Otzen [source]**

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

**[2026-05-06 06:07:29] 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. 🙌🏻

**[2026-05-06 06:07:29] 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 kontakt@omg-marshmallows.com.

**[2026-05-06 06:12:36] admin/Rick [assignment]**

> Hi Tommy,
>  How are you doing?
>  ﻿This is Rick from Notify Me Support. 😊 ​﻿ ﻿Thanks a lot for your interest in the Kickstart ($9.9) plan.
>  Let me quickly check your eligibility and get back to you in just a moment. 🙌

**[2026-05-06 06:13:04] user/Tommy Otzen**

> Hi Rick,
>  Thanks :)

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

> My pleasure 😇

**[2026-05-06 06:13:56] admin/Rick**

> Thanks for waiting, Tommy,
>  Good news - your store qualifies for the Kickstart ($9.9) plan! 🎉

**[2026-05-06 06:14:10] admin/Rick**

> You can now open the Pricing page inside the Notify Me app, refresh it, and switch to the Kickstart plan right away.
> 
>  We’re excited to see your store grow with us and wishing you great success 🤗

**[2026-05-06 06:14:21] admin/Rick**

> Would you please try that and let me know how it goes?

**[2026-05-06 06:14:51] user/Tommy Otzen**

> Yes, I'll do it now :)

**[2026-05-06 06:15:02] admin/Rick**

> Great! I'll be waiting ..

**[2026-05-06 06:16:58] user/Tommy Otzen**

> Done, that worked easy :)

**[2026-05-06 06:17:04] user/Tommy Otzen**

> Thanks for the help!

**[2026-05-06 06:17:21] admin/Rick**

> Awesome!

**[2026-05-06 06:17:24] admin/Rick**

> My absolute pleasure, my friend 😇 You're more than welcome!
> 
>  Is there anything else I can assist you with at the moment?

**[2026-05-06 06:17:35] admin/Rick**

> Also, if nothing else for now, can I ask for a little favor? 🥹 I promise it'll just take less than a minute of your time.

**[2026-05-06 06:17:42] user/Tommy Otzen**

> No, thats it for now

**[2026-05-06 06:17:47] user/Tommy Otzen**

> Yes, what?

**[2026-05-06 06:17:58] admin/Rick**

> Thanksss 😍
> 
>  If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-06 06:18:52] user/Tommy Otzen**

> Sure. Good support from your side and a good app qualifies for a good review :-)

**[2026-05-06 06:20:13] admin/Rick**

> Wow! I appreciate your kindness, Tommy 😍 ﻿Can't wait to read your kind words.
> 
>  I also appreciate the good vibe a lot 🤩

**[2026-05-06 06:21:07] user/Tommy Otzen**

> Done :-)
>  You're welcome! Have a great day :-)

**[2026-05-06 06:21:23] admin/Rick**

> Can't thank you enough 🥹

**[2026-05-06 06:21:43] admin/Rick**

> 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.
> 
>  You have a great day, as well! 🫶🏻
>  [GIF]

**[2026-05-06 06:21:54] user/Tommy Otzen**

> 👍

**[2026-05-06 06:22:11] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-05-06 06:22:11] bot/Luna**

> [Conversation Rating Request]

</details>
