---
conversation_id: "215474134482628"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474134482628?view=List"
shopify_domain: "cc4c7f-30.myshopify.com"
shopify_url: "https://cc4c7f-30.myshopify.com"
company_name: "Jam Vino"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-30T22:15:56Z"
closed_at: "2026-04-30T22:40:42Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Grace"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "My Store Admin"
customer_email: "hello@jamvino.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 173
seconds_to_first_admin_reply: 173
seconds_from_start_to_review_ask: 1157
seconds_from_handoff_to_review_ask: 984
seconds_from_first_reply_to_review_ask: 984
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 49
customer_message_count: 18
admin_message_count_total: 26
note_count: 0
customer_word_count: 130
admin_word_count: 389
count_reopens: 1
count_assignments: 6
handling_time_seconds: 1369
sla_name: "Paid Chats First 5min"
sla_status: "hit"
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: 5
review_ticket_id: "215474136439320"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474136439320?view=List"
review_rating: 5
review_posted_at: "2026-05-01T02:18:11Z"
seconds_from_ask_to_review: 13378
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 215474134482628 — Jam Vino ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474134482628?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474136439320?view=List)  ·  🔗 [Visit Shopify store](https://cc4c7f-30.myshopify.com)

## Overview
- **Merchant:** My Store Admin — `hello@jamvino.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** cc4c7f-30.myshopify.com · 🌍 Keller, Texas, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2024-06-14
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-03-17 23:48:20 UTC
- **Install to conversation start:** 1 month before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 2,086
- **Total orders through Discounty:** 39

## Summary
The merchant was trying to set up a campaign in the Discounty app but encountered a blocking error message. The issue was caused by a duplicate discount code ('VIEW25') already existing in Shopify's discount system; support agent Grace diagnosed the conflict, manually deactivated the Discounty campaign on the backend, and the campaign then activated successfully.

> "it's active!!!! Thank you so much."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-30 22:15:56 | +0s | — |
| Handed to human (Grace) | 2026-04-30 22:18:49 | +2m 53s | +0s |
| First reply to customer | 2026-04-30 22:18:49 | +2m 53s | +0s |
| Review requested by Grace | 2026-04-30 22:35:13 | +19m 17s | +16m 24s |
| Conversation closed | 2026-04-30 22:40:42 | +24m 46s | +21m 53s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-01 02:18:11 | +4h 2m | +3h 59m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Campaign activation error due to duplicate discount code | The merchant needed help resolving an error that prevented their Discounty campaign from being set up or activated. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna (the AI bot) collected initial error details from the merchant and then escalated the conversation to a human support agent when it could not resolve the technical issue itself.

## Review request
- **Asked:** Yes — +19m 17s after conversation start (+16m 24s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-01 02:18:11 UTC
- **Time from ask to review publish:** +3h 42m
- **Time from conversation start to publish:** +4h 2m
- **Match method:** `ok`
- **Shop name on review:** Jam Vino
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> I had a simple error that I couldn't figure out. Grace was extremely helpful in fixing the error. Without the prompt customer service, I don't know that my campaign would have been effective. Thank you Grace and the Discounty Team!

## Statistics
- **Messages:** 49 (18 customer, 26 admin)
- **Internal notes:** 0
- **Word count:** customer 130, admins 389
- **Total handling time (Intercom):** +22m 49s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced a campaign setup error and received helpful, clear guidance from the teammate, resulting in successful resolution and positive customer sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shopify blocks discount creation when a discount with the same code or title already exists, even if it is expired or deactivated, preventing the Discounty campaign from activating

## Full transcript
<details>
<summary>Click to expand — 49 messages</summary>

**[2026-04-30 22:15:56] user/My Store Admin [source]**

> hello...i'm setting up a campaign and it says there's an error i need to contact your team to help me fix.

**[2026-04-30 22:16:13] bot/Luna**

> Hi there 👋 I’m Luna, your AI assistant here to help with quick questions and concerns! If I can’t handle something myself, a real human teammate will step in 💫
>  Answer: I’ll need a bit more detail to pinpoint the exact issue.
>  Steps:
>  - Share the exact error message you’re seeing
> - Tell me what you were trying to do when it appeared (e.g., creating, activating, or editing a campaign)
>  Extra: Once I have that, I can guide you to the right fix or next step.
>  Source: Getting started with Discounty

**[2026-04-30 22:16:13] bot/Luna**

> Is that what you were looking for?

**[2026-04-30 22:17:01] user/My Store Admin**

> Exact message: "Campaign encountered an issue. Please contact Support for assistance."

**[2026-04-30 22:17:04] bot/Luna**

> Thanks for sharing that! I’ll connect you with someone from our team who can help resolve this. Meanwhile, could you please provide any additional details about the campaign or what you were doing when the error appeared? This will help them assist you more efficiently.

**[2026-04-30 22:17:37] bot/Luna**

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

**[2026-04-30 22:18:07] user/My Store Admin**

> I have an issue that's slowing me down

**[2026-04-30 22:18:07] 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:

**[2026-04-30 22:18:08] bot/Luna**

> [Conversation Rating Request]

**[2026-04-30 22:18:08] 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 hello@jamvino.com.

**[2026-04-30 22:18:49] admin/Grace**

> Hi there!
>  This is Grace from Discounty Support.
>  How are you today?

**[2026-04-30 22:18:54] user/My Store Admin**

> hello

**[2026-04-30 22:19:31] admin/Grace**

> Hi there (:

**[2026-04-30 22:19:40] user/My Store Admin**

> i need my camaign to set up, but it says i have some error

**[2026-04-30 22:20:04] admin/Grace**

> Thank you so much for letting me know,
>  I think I have an idea of what the issue might be

**[2026-04-30 22:20:26] admin/Grace**

> The campaign is showing an Error likely because Shopify usually blocks the discount creation when a discount with the same code or title already exists in Shopify Discounts (even if it’s expired). Shopify doesn’t allow duplicates.
> 
>  To help us fix the issue, please check:
>  1. Shopify Admin &gt; Discounts
> 2. Search for the same discount code/title
> 3. Delete the existing discount on Shopify or instead change the campaign's code/title in Discounty
> 4. Save/activate the campaign again

**[2026-04-30 22:20:38] admin/Grace**

> Could you please kindly try this and let me know? (:

**[2026-04-30 22:21:07] user/My Store Admin**

> The one titled VIEW25 in my main shopify is disabled. should i just delete that one?

**[2026-04-30 22:21:29] admin/Grace**

> Yes,
>  Shopify will still give an error even it's deactivated

**[2026-04-30 22:21:52] user/My Store Admin**

> ok...let me make a change. standby

**[2026-04-30 22:22:04] admin/Grace**

> No worries,
>  I will be right here (:

**[2026-04-30 22:23:29] user/My Store Admin**

> i changed the old one in shopify to be called view25-2025.

**[2026-04-30 22:23:35] user/My Store Admin**

> and it is expired.

**[2026-04-30 22:23:45] user/My Store Admin**

> still getting error

**[2026-04-30 22:24:23] admin/Grace**

> Thank you for letting me know,
>  Did you deactivate and activate the Discounty campaign?

**[2026-04-30 22:24:44] user/My Store Admin**

> the discounty app won't let me do anything. it keeps saying error

**[2026-04-30 22:25:17] admin/Grace**

> Let me deactivate it for you (:

**[2026-04-30 22:25:25] admin/Grace**

> Done 🙌

**[2026-04-30 22:25:46] admin/Grace**

> Could you please check it out now and let me know if it works?😍

**[2026-04-30 22:26:27] user/My Store Admin**

> standby...let me try

**[2026-04-30 22:26:51] admin/Grace**

> No rush (:

**[2026-04-30 22:26:55] user/My Store Admin**

> it's active!!!! Thank you so much.

**[2026-04-30 22:27:07] admin/Grace**

> [GIF]

**[2026-04-30 22:27:16] admin/Grace**

> Happy to help😍

**[2026-04-30 22:27:22] admin/Grace**

> Is there anything else I can help you out with? (:

**[2026-04-30 22:28:29] admin/Grace**

> Also, I was wondering, if everything is looking good on your end now, might I ask for a small favor? (: I promise it will only take 15 seconds 🙈

**[2026-04-30 22:34:55] user/My Store Admin**

> yes

**[2026-04-30 22:35:13] admin/Grace**

> Thank you so much 🙏
>  If you were happy with the customer service you got, 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: Discounty Review Link

**[2026-04-30 22:35:27] user/My Store Admin**

> certainly

**[2026-04-30 22:35:36] admin/Grace**

> [GIF]

**[2026-04-30 22:36:02] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-04-30 22:36:45] user/My Store Admin**

> no problem

**[2026-04-30 22:37:47] admin/Grace**

> If it is not too much trouble, can you let me know when it’s submitted so I can keep an eye out for it? Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-04-30 22:38:06] user/My Store Admin**

> I already submitted it. I did it right now.

**[2026-04-30 22:38:30] admin/Grace**

> [GIF]

**[2026-04-30 22:39:23] admin/Grace**

> Thank you so much,
>  I really appreciate it 😍
>  Please feel free to reach out anytime I would be more than happy to help.
>  Wishing you a great day ahead and lots of success with your business🙏
>  [GIF]

**[2026-04-30 22:40:28] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-04-30 22:40:29] bot/Luna**

> [Conversation Rating Request]

**[2026-04-30 22:40:32] user/My Store Admin [open]**

> 👍

</details>
