---
conversation_id: "215474289943091"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474289943091?view=List"
shopify_domain: "qrnu0z-wq.myshopify.com"
shopify_url: "https://qrnu0z-wq.myshopify.com"
company_name: "Yarn Atelier"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-13T15:45:45Z"
closed_at: "2026-05-16T15:55:11Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Mason"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Roel van Beek"
customer_email: "admin@knitfam.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "admin"
seconds_to_human_handoff: 67
seconds_to_first_admin_reply: 67
seconds_from_start_to_review_ask: 432
seconds_from_handoff_to_review_ask: 365
seconds_from_first_reply_to_review_ask: 365
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 28
customer_message_count: 8
admin_message_count_total: 19
note_count: 1
customer_word_count: 29
admin_word_count: 111
count_reopens: 0
count_assignments: 3
handling_time_seconds: 654
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: null
review_ticket_id: "215474292501708"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474292501708?view=List"
review_rating: 5
review_posted_at: "2026-05-13T18:21:17Z"
seconds_from_ask_to_review: 8900
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 215474289943091 — Yarn Atelier ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474289943091?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474292501708?view=List)  ·  🔗 [Visit Shopify store](https://qrnu0z-wq.myshopify.com)

## Overview
- **Merchant:** Roel van Beek — `admin@knitfam.com` (team mailbox (`admin@…` — a shared inbox, not a single person))
- **Store:** qrnu0z-wq.myshopify.com · 🌍 Enfield, England, United Kingdom
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** GBP
- **Store created on Shopify:** 2025-11-18
- **Public review score (StoreLeads):** 3.33 (3 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-18 20:51:06 UTC
- **Install to conversation start:** 24 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 37

## Summary
Merchant Roel van Beek contacted support because their shop had been suspended or placed on hold. Agent Mason investigated the account, resolved the suspension, and the merchant confirmed the shop was working again. The conversation ended with the agent requesting a review.

> "yeah, all good"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 15:45:45 | +0s | — |
| Handed to human (Mason) | 2026-05-13 15:46:52 | +1m 7s | +0s |
| First reply to customer | 2026-05-13 15:46:52 | +1m 7s | +0s |
| Review requested by Mason | 2026-05-13 15:52:57 | +7m 12s | +6m 5s |
| Conversation closed | 2026-05-16 15:55:11 | +3d 0h | +3d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-13 18:21:17 | +2h 35m | +2h 34m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Account / Access | Shop suspension / account on hold | The merchant wanted to know why their shop was suspended and needed it reinstated. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +7m 12s after conversation start (+6m 5s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-13 18:21:17 UTC
- **Time from ask to review publish:** +2h 28m
- **Time from conversation start to publish:** +2h 35m
- **Match method:** `ok`
- **Shop name on review:** Yarn Atelier
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> So far so good! Mason was very helpful in the chat!

## Statistics
- **Messages:** 28 (8 customer, 19 admin)
- **Internal notes:** 1
- **Word count:** customer 29, admins 111
- **Total handling time (Intercom):** +10m 54s
- **Reopens:** 0
- **Assignments:** 3

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

## Tags & Topics
- **Tags:** No Fin involvement, Started by Chat, Expected reply time sent, Notify Me - asked for review, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review, shop suspension, NM - Suspension ticket

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

## Full transcript
<details>
<summary>Click to expand — 28 messages</summary>

**[2026-05-13 15:45:45] user/Roel van Beek [source]**

> I need help with my shop suspension.

**[2026-05-13 15:45:58] bot/Luna**

> Thank you for reaching out to us!
> 
>  Our team will look into your case. and we’ll get back to you as soon as we have an update.
> 
>  Thanks for your patience. 🙌🏻

**[2026-05-13 15:45:58] 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 admin@knitfam.com.

**[2026-05-13 15:45:59] bot/Luna [note]**

> ⚠️⚠️⚠️ The customer is suspension candidate.

**[2026-05-13 15:46:05] user/Roel van Beek**

> hi ! now sure why my shop is on hold

**[2026-05-13 15:46:52] admin/Mason**

> Hi Roel,
>  I hope you're doing well.
>  This is Mason from the Customer Care Team.

**[2026-05-13 15:47:08] admin/Mason**

> Let me check your panel. I will get back to you shortly.

**[2026-05-13 15:47:20] user/Roel van Beek**

> ok, thanx

**[2026-05-13 15:50:36] admin/Mason**

> Could you please refresh your panel and check it now?

**[2026-05-13 15:51:16] user/Roel van Beek**

> yeah, all good

**[2026-05-13 15:51:17] user/Roel van Beek**

> thnx

**[2026-05-13 15:52:01] admin/Mason**

> You're welcome.

**[2026-05-13 15:52:11] admin/Mason**

> Anything else I can help you with?

**[2026-05-13 15:52:27] user/Roel van Beek**

> no thats all. thanx

**[2026-05-13 15:52:49] admin/Mason**

> It was extremely my pleasure.

**[2026-05-13 15:52:57] admin/Mason**

> 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! 🍒😍

**[2026-05-13 15:53:04] admin/Mason**

> [GIF]

**[2026-05-13 15:53:06] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-13 15:53:10] user/Roel van Beek**

> sure

**[2026-05-13 15:53:23] admin/Mason**

> Thanks so much!

**[2026-05-13 15:53:26] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-13 15:53:50] admin/Mason**

> [GIF]

**[2026-05-13 15:53:58] user/Roel van Beek**

> done

**[2026-05-13 15:54:22] admin/Mason**

> Thanks so much for your kindness, dear Roel.

**[2026-05-13 15:54:37] admin/Mason**

> You really made my day

**[2026-05-13 15:54:54] admin/Mason**

> Is that a 5-star?🫣🥹

**[2026-05-16 15:55:10] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-05-16 15:55:11] bot/Luna**

> [Conversation Rating Request]

</details>
