---
conversation_id: "215474146839119"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474146839119?view=List"
shopify_domain: "kosbeauty.myshopify.com"
shopify_url: "https://kosbeauty.myshopify.com"
company_name: "KosBeauty"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-01T20:54:02Z"
closed_at: "2026-05-02T16:31:05Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Harry", "Rina"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Daesung Kim"
customer_email: "info@kosbeauty.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 136
seconds_from_start_to_review_ask: 884
seconds_from_handoff_to_review_ask: 883
seconds_from_first_reply_to_review_ask: 748
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 16
customer_message_count: 4
admin_message_count_total: 12
note_count: 1
customer_word_count: 55
admin_word_count: 223
count_reopens: 0
count_assignments: 2
handling_time_seconds: 2838
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: "215474149572772"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474149572772?view=List"
review_rating: 5
review_posted_at: "2026-05-02T02:16:35Z"
seconds_from_ask_to_review: 18469
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 215474146839119 — KosBeauty ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474146839119?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474149572772?view=List)  ·  🔗 [Visit Shopify store](https://kosbeauty.myshopify.com)

## Overview
- **Merchant:** Daesung Kim — `info@kosbeauty.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** kosbeauty.myshopify.com · 🌍 Westminster, California, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2014-11-13

## App usage — Discounty
- **Discounty plan:** Starter
- **Installed on:** 2026-05-01 20:45:42 UTC
- **Install to conversation start:** 8 minutes before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
Merchant Daesung Kim set up their first Discounty campaign with tiered discounts but encountered a 'Critical Error' when trying to save it. Agent Harry identified the issue as a duplicate discount code already existing in Shopify's Discounts section. After the merchant deleted or resolved the duplicate, the campaign worked successfully.

> "It's working now! Thanks for your help"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 20:54:02 | +0s | — |
| Handed to human (Harry) | 2026-05-01 20:54:03 | +1s | +0s |
| First reply to customer | 2026-05-01 20:56:18 | +2m 16s | +2m 15s |
| Review requested by Harry | 2026-05-01 21:08:46 | +14m 44s | +14m 43s |
| Conversation closed | 2026-05-02 16:31:05 | +19h 37m | +19h 37m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-02 02:16:35 | +5h 22m | +5h 22m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Critical Error on campaign save | The merchant could not save their tiered discount campaign due to a 'Critical Error' appearing in Discounty. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +14m 44s after conversation start (+14m 43s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-02 02:16:35 UTC
- **Time from ask to review publish:** +5h 7m
- **Time from conversation start to publish:** +5h 22m
- **Match method:** `ok`
- **Shop name on review:** KosBeauty
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 16 (4 customer, 12 admin)
- **Internal notes:** 1
- **Word count:** customer 55, admins 223
- **Total handling time (Intercom):** +47m 18s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Harry, Rina)
- **Primary assignee:** Harry
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review
- **Topics:** DS - First campaign - Proactive, DS - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer encountered a 'Critical Error' setting up discount tiers, but the teammate quickly identified the issue with duplicate discount codes and provided clear steps to resolve it, leading to a successful resolution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Shopify blocks discount creation when a duplicate discount code or title already exists, even if expired

## Full transcript
<details>
<summary>Click to expand — 16 messages</summary>

**[2026-05-01 20:54:02] user/Daesung Kim [source]**

> I just created my first Discounty campaign.

**[2026-05-01 20:54:03] admin/Rina [note]**

> Advanced discount code
>  Campaign Name: Summer prep sale
>  Campaign Type: Advanced discount code
>  Campaign Status: Needs Upgrade
>  Discount code: SUMMERPREP
>  Enable order discount: True
>  Enable shipping discount: False
>  Enable product discount: False
>  Include Filters: Collection ​
>  - view-all
>  Exclude Filters: None
>  Sample Product List:

**[2026-05-01 20:56:18] admin/Harry**

> Hi Daesung!
>  This is Harry from Discounty. Congrats on launching your first campaign! ✨
>  I’m going to check it right now and send over a preview. Sounds good?

**[2026-05-01 20:57:28] user/Daesung Kim**

> Hi Harry, I'm trying to set up 3 discount tiers ($5 off $40, $10 off $60, and $15 off $90), but I keep getting a 'Critical Error' and can't save it. Can you check what's wrong with my settings?

**[2026-05-01 20:58:09] admin/Harry**

> Thank you for your response!
>  Absolutely!
>  Let me check, please 😊

**[2026-05-01 21:00:56] admin/Harry**

> Thank you for your patience. The campaign is showing an Error 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
>  If you check your Shopify discounts and don’t see any duplicates, please let me know.

**[2026-05-01 21:05:31] admin/Harry**

> Are we still connected?

**[2026-05-01 21:07:12] user/Daesung Kim**

> It's working now! Thanks for your help

**[2026-05-01 21:07:41] admin/Harry**

> I'm very glad to hear that. Thank you for letting me know!

**[2026-05-01 21:07:48] admin/Harry**

> Is there anything else I can help you with?

**[2026-05-01 21:08:46] admin/Harry**

> If not, 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

**[2026-05-01 21:09:19] user/Daesung Kim**

> Thank you!

**[2026-05-01 21:09:39] admin/Harry**

> 😊

**[2026-05-01 21:09:52] admin/Harry**

> Could you please let me know once it’s done? Shopify takes a few days to publish, and I’d like to keep an eye out for it.

**[2026-05-02 16:31:17] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-05-02 16:31:17] bot/Luna**

> [Conversation Rating Request]

</details>
