---
conversation_id: "215474259242855"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474259242855"
shopify_domain: "biotherapeutic.myshopify.com"
shopify_url: "https://biotherapeutic.myshopify.com"
company_name: "Bio-Therapeutic"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-11T17:58:04Z"
closed_at: "2026-05-13T02:39:25Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "6857170"
assignee_name: "Stella"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Stella"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Dena Suzuki"
customer_email: "websales@bio-therapeutic.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 80847
seconds_to_first_admin_reply: 80847
seconds_from_start_to_review_ask: 86193
seconds_from_handoff_to_review_ask: 5346
seconds_from_first_reply_to_review_ask: 5346
review_asked: true
review_ask_admin_name: "Stella"
num_messages: 42
customer_message_count: 12
admin_message_count_total: 26
note_count: 0
customer_word_count: 76
admin_word_count: 269
count_reopens: 1
count_assignments: 6
handling_time_seconds: 1567
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: null
review_ticket_id: "215474281573059"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474281573059?view=List"
review_rating: 5
review_posted_at: "2026-05-13T02:19:35Z"
seconds_from_ask_to_review: 30298
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 215474259242855 — Bio-Therapeutic ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474259242855)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474281573059?view=List)  ·  🔗 [Visit Shopify store](https://biotherapeutic.myshopify.com)

## Overview
- **Merchant:** Dena Suzuki — `websales@bio-therapeutic.com` (personal business email (likely the founder or a named employee))
- **Store:** biotherapeutic.myshopify.com · 🌍 Puyallup, Washington, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2021-07-08
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-05-11 17:53:47 UTC
- **Install to conversation start:** 4 minutes before this conversation
- **Uninstalled on:** 2026-05-14 19:16:42 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** USD 600
- **Total orders through Discounty:** 1

## Summary
Merchant Dena Suzuki reported that her Discounty Volume/Quantity discount widget was not displaying on her store pages despite having already followed all standard troubleshooting steps. The AI bot Luna attempted to guide her through the steps but escalated to human agent Stella, who identified that the add-to-cart button was restricted to logged-in users and made code adjustments to fix widget visibility. The merchant also requested the widget table be repositioned below the login/add-to-cart button, which Stella successfully implemented, and the issue was fully resolved to the merchant's satisfaction.

> "you are a wizard! thanks stella!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-11 17:58:04 | +0s | — |
| Handed to human (Stella) | 2026-05-12 16:25:31 | +22h 27m | +0s |
| First reply to customer | 2026-05-12 16:25:31 | +22h 27m | +0s |
| Review requested by Stella | 2026-05-12 17:54:37 | +23h 56m | +1h 29m |
| Conversation closed | 2026-05-13 02:39:25 | +1d 8h | +10h 13m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-13 02:19:35 | +1d 8h | +9h 54m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Widget not displaying on page | The merchant reported that her Volume/Quantity discount widget was not showing on her product pages despite enabling all required settings. | yes |
| 2 | How-To / Setup | Widget position adjustment | The merchant requested that the discount table widget be moved to display below the add-to-cart and login buttons. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna walked the merchant through standard troubleshooting steps for the missing widget, collected issue details and campaign type, then escalated the conversation to a human agent when the steps did not resolve the problem.

## Review request
- **Asked:** Yes — +23h 56m after conversation start (+1h 29m after human handoff)
- **Requested by:** Stella
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-13 02:19:35 UTC
- **Time from ask to review publish:** +8h 24m
- **Time from conversation start to publish:** +1d 8h
- **Match method:** `ok`
- **Shop name on review:** Bio-Therapeutic
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> great little app. does what its supposed to and the support was helpful and friendly.

## Statistics
- **Messages:** 42 (12 customer, 26 admin)
- **Internal notes:** 0
- **Word count:** customer 76, admins 269
- **Total handling time (Intercom):** +26m 7s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - Asked for review, Urgency 1

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Discount widget not visible to non-logged-in visitors due to add-to-cart button being restricted to logged-in customers, preventing widget from rendering correctly

## Full transcript
<details>
<summary>Click to expand — 42 messages</summary>

**[2026-05-11 17:58:04] user/Dena Suzuki [source]**

> I have an issue with my Discounty campaign: - I can't see the discount widget

**[2026-05-11 17:58:10] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474259231937

**[2026-05-11 17:58:23] 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 💫
>  Thanks for reaching out! To help you further, could you let me know which type of discount campaign you're using?

**[2026-05-11 18:02:25] bot/Luna**

> If you still need help with your Discounty campaign issue, I'm here to assist you! Could you provide more details about the campaign type or any other specifics you're trying to resolve?

**[2026-05-12 16:21:39] user/Dena Suzuki [open]**

> widget not showing up on pages

**[2026-05-12 16:21:47] bot/Luna**

> I understand the widget isn't appearing on your pages. To help you with this, I need a bit more information:
>  Which type of discount campaign are you using? For example:
>  - Volume/Quantity discount
> - Buy X Get Y
> - Minimum purchase
> - Bundle discount
> - Or another type?
>  This will help me guide you to the right solution.

**[2026-05-12 16:21:57] user/Dena Suzuki**

> Volume/Quantity discount ​

**[2026-05-12 16:22:12] bot/Luna**

> Thanks for confirming! If your Volume/Quantity discount widget isn't showing on your product page, here are the steps to troubleshoot:
>  Step 1: Enable the Discounty app embed
>  1. In your Shopify Admin, go to Online Store &gt; Themes
> 2. Click Customize on your live theme
> 3. Go to the App Embeds section
> 4. Make sure "Discounty (new!)" is toggled ON
> 5. Click Save
>  Step 2: Enable the widget in Discounty
>  Go to App Customization menu and toggle on the tiered discount widget to ensure it's visible.
>  Step 3: Verify your campaign is active
>  Make sure your Volume/Quantity discount campaign is properly activated in the app.
>  Have you checked these settings yet, or would you like me to walk you through any of these steps?
>  Source: Why the "Quantity disocunt" or "Cart goal" widget does not show?

**[2026-05-12 16:23:37] user/Dena Suzuki**

> did all of this

**[2026-05-12 16:23:53] bot/Luna**

> Thanks for letting me know you’ve checked all those steps! Would you like me to connect you with a human agent to look into this further? Or if you want, you can share any additional details, and I’ll keep helping you troubleshoot.

**[2026-05-12 16:24:04] user/Dena Suzuki**

> human agent

**[2026-05-12 16:24:10] bot/Luna**

> I'll connect you with someone from our team right away. Meanwhile, could you please share any extra details about the issue? This will help them assist you more efficiently.

**[2026-05-12 16:24:44] bot/Luna**

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

**[2026-05-12 16:25:07] user/Dena Suzuki**

> A major feature has stopped working

**[2026-05-12 16:25:08] bot/Luna**

> Got it, 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:

**[2026-05-12 16:25:08] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 16:25:09] 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 websales@bio-therapeutic.com.

**[2026-05-12 16:25:13] bot/Luna [conversation_summary]**

> Question The customer contacted us because the Discounty Volume/Quantity discount widget is not displaying on their pages despite enabling all necessary settings. Summary • Customer reports Discounty Volume/Quantity discount widget not showing on pages despite enabling app embed, widget toggle, and campaign activation.
> • AI agent requests campaign type and troubleshooting confirmation; customer confirms steps completed.
> • Customer requests human agent; AI collects additional issue details and assigns case for major feature failure.
> • AI informs customer of typical response time and communication channels, requests screenshots/URLs for faster resolution.

**[2026-05-12 16:25:31] admin/Stella**

> Hi Dena,
>  This is Stella here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us.

**[2026-05-12 16:26:43] admin/Stella**

> From what I understandn your discounty widget is not showing.

**[2026-05-12 16:30:37] admin/Stella**

> It looks like the add to cart button is only shown to logged-in customers.
>  Is there a way I can view it without logging-in?
>  [Image]

**[2026-05-12 16:32:43] admin/Stella**

> I just made some changes to fix this. Could you please check how it looks?

**[2026-05-12 16:54:21] admin/Stella**

> [GIF]

**[2026-05-12 16:54:31] admin/Stella**

> Does everything look ok now?

**[2026-05-12 17:44:08] user/Dena Suzuki**

> can you please the table to bleow the add to cart button?

**[2026-05-12 17:44:46] admin/Stella**

> I'm afraid I cannot do that since I cannot view the add to cart button without logging in :(

**[2026-05-12 17:45:02] user/Dena Suzuki**

> can you move it to below the login button?

**[2026-05-12 17:45:32] admin/Stella**

> Sure thing! I will move it there.

**[2026-05-12 17:46:26] user/Dena Suzuki**

> [Image] Like this please:)

**[2026-05-12 17:49:44] admin/Stella**

> Got it! I'm working on it now! 😊

**[2026-05-12 17:52:47] admin/Stella**

> I think I found a way to make it show under both the add to cart and login buttons!

**[2026-05-12 17:52:51] admin/Stella**

> Could you check how it looks?

**[2026-05-12 17:53:35] user/Dena Suzuki**

> you are a wizard! thanks stella!

**[2026-05-12 17:53:47] admin/Stella**

> It was my pleasure! :D

**[2026-05-12 17:53:52] admin/Stella**

> Is there anything else I can help with?

**[2026-05-12 17:54:19] user/Dena Suzuki**

> no thank you. have a good day

**[2026-05-12 17:54:37] admin/Stella**

> By the way, if I managed to make your day a bit easier, can you consider writing a quick review for me?✨🥹

**[2026-05-12 17:55:42] user/Dena Suzuki**

> i will

**[2026-05-12 17:56:20] admin/Stella**

> Aw, thanks a lot! ​﻿﻿It will only take 2 tics. We are a small start-up team that works hard to delight our customers, and it will be so valuable to us.
> 
>  You can write it here: Discounty Review Link
> 
>  [Image]

**[2026-05-13 02:39:22] admin/Stella**

> Hey there,
>  I just got your review, and I wanted to thank you for your kind words! It made my day after a long day. 😁
> 
>  Our team is available any time you reach out to us, so don't hesitate to contact us if you got any questions or issues! 😉
> 
>  Have a great day ahead! 🌟

**[2026-05-13 02:39:36] bot/Luna**

> Help Stella understand how they’re doing:

**[2026-05-13 02:39:36] bot/Luna**

> [Conversation Rating Request]

</details>
