---
conversation_id: "215474340302693"
intercom_url: "https://app.intercom.com/a/apps/u5qsddiv/conversations/215474340302693?redirectTo=feed"
shopify_domain: "3125ee.myshopify.com"
shopify_url: "https://3125ee.myshopify.com"
company_name: "University of Guam Press"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-18T00:23:19Z"
closed_at: "2026-05-18T00:39:33Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GUM"
region_source: "contact_location"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Aaron", "Grace"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "UOG Press"
customer_email: "uogpress@triton.uog.edu"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 186
seconds_to_first_admin_reply: 186
seconds_from_start_to_review_ask: 820
seconds_from_handoff_to_review_ask: 634
seconds_from_first_reply_to_review_ask: 634
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 43
customer_message_count: 15
admin_message_count_total: 20
note_count: 3
customer_word_count: 153
admin_word_count: 407
count_reopens: 0
count_assignments: 6
handling_time_seconds: 927
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: 5
intercom_cx_score: null
review_ticket_id: "215474344910619"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474344910619?view=List"
review_rating: 5
review_posted_at: "2026-05-18T10:29:52Z"
seconds_from_ask_to_review: 35573
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 215474340302693 — University of Guam Press ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/apps/u5qsddiv/conversations/215474340302693?redirectTo=feed)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474344910619?view=List)  ·  🔗 [Visit Shopify store](https://3125ee.myshopify.com)

## Overview
- **Merchant:** UOG Press — `uogpress@triton.uog.edu` (personal business email (likely the founder or a named employee))
- **Store:** 3125ee.myshopify.com · 🌍 Santa Rita, Guam
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** USD
- **Store created on Shopify:** 2023-05-17

## App usage — Notify Me!
- **Notify Me! plan:** Starter (MONTHLY)
- **Installed on:** 2025-09-24 04:20:57 UTC
- **Install to conversation start:** 7 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 2

## Summary
The merchant from UOG Press needed help changing a product page button to 'Pre-order now' and ensuring customers understood the item was a pre-order. Agent Grace walked them through the three required inventory conditions in Shopify admin, which resolved the pre-order button display. The merchant also asked about removing a '24-hour pickup' text box, which was identified as coming from their theme or another app, not from Notify Me, so they were directed to contact their theme's support.

> "I purchased the Notify! app in hopes that listing a product as a pre-order would indicate on the product page that the item is pre-order only and not yet avaialable. I worry that this will confuse our customers."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-18 00:23:19 | +0s | — |
| Handed to human (Grace) | 2026-05-18 00:26:25 | +3m 6s | +0s |
| First reply to customer | 2026-05-18 00:26:25 | +3m 6s | +0s |
| Review requested by Grace | 2026-05-18 00:36:59 | +13m 40s | +10m 34s |
| Conversation closed | 2026-05-18 00:39:33 | +16m 14s | +13m 8s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-18 10:29:52 | +10h 6m | +10h 3m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button not displaying | The merchant wanted to change the 'Buy now' button to 'Pre-order now' on their product page. | yes |
| 2 | Technical Bug | Unwanted pickup availability text | The merchant wanted to remove a text box stating pickups are available within 24 hours from the product page. | partial |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot collected initial details from the merchant and routed the conversation to the human support team before any substantive help was provided.

## Review request
- **Asked:** Yes — +13m 40s after conversation start (+10m 34s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-18 10:29:52 UTC
- **Time from ask to review publish:** +9h 52m
- **Time from conversation start to publish:** +10h 6m
- **Match method:** `ok`
- **Shop name on review:** University of Guam Press
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Grace was very helpful and we were able to resolve my pre-order issues quickly and efficiently.

## Statistics
- **Messages:** 43 (15 customer, 20 admin)
- **Internal notes:** 3
- **Word count:** customer 153, admins 407
- **Total handling time (Intercom):** +15m 27s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Intercom-side signals
- **In-chat rating widget:** 5 / 5

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Pickup availability text sourced from theme or third-party app could not be removed via Notify Me app

## Full transcript
<details>
<summary>Click to expand — 43 messages</summary>

**[2026-05-18 00:23:19] user/UOG Press [source]**

> Hello. I'm trying to change the "Buy now" button on a product page to "Pre-order now."

**[2026-05-18 00:23:31] bot/Luna**

> I'll connect you with someone from our team who can assist with this. Meanwhile, could you share any specific details or preferences you have for the button change to help them assist you better?

**[2026-05-18 00:24:05] bot/Luna**

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

**[2026-05-18 00:24:13] user/UOG Press**

> I have a question

**[2026-05-18 00:24:13] 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:

**[2026-05-18 00:24:14] bot/Luna**

> [Conversation Rating Request]

**[2026-05-18 00:24:14] 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 uogpress@triton.uog.edu.

**[2026-05-18 00:25:52] user/UOG Press**

> [Image] [Image] Thank you. Yes, I purchased the Notify! app in hopes that listing a product as a pre-order would indicate on the product page that the item is pre-order only and not yet avaialable. I worry that this will confuse our customers.

**[2026-05-18 00:26:25] admin/Grace**

> Hi there!
>  This is Grace from Notify Me Support.
>  How are you today? (:

**[2026-05-18 00:26:50] user/UOG Press**

> Hello Grace. Thank you for your assistance. I was hoping to receive support for our pre-order app.

**[2026-05-18 00:27:32] admin/Grace**

> Sure thing!
>  I would be more than happy to help (: And you are correct in the screenshot you shared the preorder button is not being displayed🤔

**[2026-05-18 00:27:48] admin/Grace**

> Could you please kindly check something with me?

**[2026-05-18 00:27:56] user/UOG Press**

> Sure

**[2026-05-18 00:28:12] admin/Grace**

> For the Pre-order button to work, the product needs these 3 conditions:
>  1. Inventory tracked is on
> 2. Quantity is 0 or less
> 3. "Continue selling when out of stock" is checked
>  Please navigate to your Products in the Shopify admin, open the product, and update each variant’s inventory settings like in the screenshot below:
>  [Image]
>  Could you please let me know if these conditions are met and send me a screenshot?

**[2026-05-18 00:28:31] admin/Grace**

> Thank you so much in advance for your cooperation 🙏

**[2026-05-18 00:30:15] user/UOG Press**

> [Image] Yes, sure thing. Here you go.

**[2026-05-18 00:30:47] admin/Grace**

> I appreciate it!🙌
>  This is the product correct?
>  https://uogpress.com/products/sabina-the-bee-from-santa-rita?_pos=1&amp;_sid=4dcb83ef3&amp;_ss=r

**[2026-05-18 00:31:02] user/UOG Press**

> [Image] Thank you! It seems to have worked. I'd also like to remove the text box that says pick-ups are avaialble within 24 hours.

**[2026-05-18 00:31:16] user/UOG Press**

> Yes, that is the product.

**[2026-05-18 00:31:18] admin/Grace**

> Looks like you did it!😍
>  Wonderful work (:
>  [Image]

**[2026-05-18 00:31:45] admin/Grace**

> I will check that now as well (:
>  Could you please bear with me for a moment?

**[2026-05-18 00:31:53] user/UOG Press**

> Yes, thank you.

**[2026-05-18 00:32:12] admin/Grace**

> [GIF]

**[2026-05-18 00:33:40] admin/Grace**

> I just quickly had a look and I believe this text is coming from another app or your theme.
>  I can confirm that it's not coming from Notify ME 🤔
>  [Image]

**[2026-05-18 00:34:13] admin/Grace**

> This is the text that our app adds, You can edit this within your panel (:
>  [Image]

**[2026-05-18 00:35:11] user/UOG Press**

> Got it. Thank you so much for you help.

**[2026-05-18 00:35:20] user/UOG Press**

> I will contact customer support for our specific theme.

**[2026-05-18 00:35:26] user/UOG Press**

> Please have a wonderful day.

**[2026-05-18 00:35:32] admin/Grace**

> You are absolutely welcome
>  It was honestly my pleasure 😍

**[2026-05-18 00:35:55] admin/Grace**

> Reach out anytime, and if anything else comes up I would be more than happy to check it out for you
>  [GIF]

**[2026-05-18 00:36:03] admin/Grace**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-18 00:36:04] user/UOG Press**

> 😊

**[2026-05-18 00:36:11] user/UOG Press**

> Yes, of course.

**[2026-05-18 00:36:59] admin/Grace**

> if I managed to make your day a bit easier, can you consider giving us a quick 5 star review?✨🥹
>  It would help us out a lot and if you happen to mention my name that would honestly make my day (:

**[2026-05-18 00:37:28] admin/Grace**

> You can write it here if you'd like : ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-18 00:37:50] admin/Grace [note]**

> Alreadyyyy revieweeeddddddddddd

**[2026-05-18 00:37:53] user/UOG Press**

> Yes of course. Thank you again.

**[2026-05-18 00:37:56] admin/Grace [note]**

> esdfaljkfms;lkrgnjklswfgko';aw'OGi;oWldk

**[2026-05-18 00:38:44] admin/Grace**

> You are a peach! 💛
>  Thank you so much for your good vibes and Great energy (:
>  If anything comes up just let me know
>  Wishing you an amazing day ahead 😍
>  [GIF]

**[2026-05-18 00:38:55] admin/Aaron [note]**

> Oh nooo

**[2026-05-18 00:39:32] admin/Grace**

> Hi,
>  It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off.so please don’t hesitate to direct all of your questions my way.😍
> 
>  Have a great day! 🙌🏻
> 
>  [GIF]

**[2026-05-18 00:39:44] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-18 00:39:45] bot/Luna**

> [Conversation Rating Request]

</details>
