---
conversation_id: "215474068257348"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474068257348?view=List"
shopify_domain: "www-agilnature-com.myshopify.com"
shopify_url: "https://www-agilnature-com.myshopify.com"
company_name: "AgilNature"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-04-26T15:32:04Z"
closed_at: "2026-04-27T11:49:01Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "German"
region: "DEU"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Mason"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Agil Nature"
customer_email: "info@agilnature.de"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 1759
seconds_to_first_admin_reply: 1772
seconds_from_start_to_review_ask: 2548
seconds_from_handoff_to_review_ask: 789
seconds_from_first_reply_to_review_ask: 776
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 65
customer_message_count: 21
admin_message_count_total: 36
note_count: 2
customer_word_count: 202
admin_word_count: 553
count_reopens: 2
count_assignments: 4
handling_time_seconds: 3434
sla_name: "Free Chats First 15min"
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: "215474069635483"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474069635483?view=List"
review_rating: 5
review_posted_at: "2026-04-26T18:17:23Z"
seconds_from_ask_to_review: 7371
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 215474068257348 — AgilNature ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474068257348?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474069635483?view=List)  ·  🔗 [Visit Shopify store](https://www-agilnature-com.myshopify.com)

## Overview
- **Merchant:** Agil Nature — `info@agilnature.de` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** www-agilnature-com.myshopify.com · 🌍 Hamburg, Hamburg, Germany
- **App:** Subi
- **Channel:** customer_initiated · **Language:** German

## Store profile
- **Shopify plan:** Grow
- **Currency:** EUR
- **Store created on Shopify:** 2021-12-11
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Subi
- **Subi plan:** Free
- **Installed on:** 2024-03-22 11:39:08 UTC
- **Install to conversation start:** 2y 1mo before this conversation

## Summary
The merchant (Agil Nature) contacted support about three issues: their product only showing subscription purchase options instead of one-time purchase, the subscription widget quantity field appearing too large/cluttered, and the Subi branding ('powered by' text) being visible on their widget. The bot (Luna) resolved the first issue and provided CSS guidance for the second, but the CSS fix didn't work and was ultimately applied directly by human agent Mason. Mason also removed the Subi branding as a courtesy, and fixed a reappearance of the branding on mobile after a panel refresh.

> "Wir testen gerade auch zum ersten Mal die App, und wenn wir merken, dass die Kunden das annehmen, upgraden wir bestimmt in dem App Plan"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-26 15:32:04 | +0s | — |
| Handed to human (Mason) | 2026-04-26 16:01:23 | +29m 19s | +0s |
| First reply to customer | 2026-04-26 16:01:36 | +29m 32s | +13s |
| Review requested by Mason | 2026-04-26 16:14:32 | +42m 28s | +13m 9s |
| Conversation closed | 2026-04-27 11:49:01 | +20h 16m | +19h 47m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-26 18:17:23 | +2h 45m | +2h 16m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | One-time purchase option not showing | The merchant asked why only the subscription option was being shown and not the one-time purchase option. | yes |
| 2 | How-To / Setup | Widget quantity field styling | The merchant asked how to make the quantity field in the subscription widget smaller and less visually cluttered. | yes |
| 3 | Technical Bug | Custom CSS not applying | The merchant reported that the CSS code provided by the bot had no effect when values were changed. | yes |
| 4 | Feature Request | Remove Subi branding from widget | The merchant asked if the Subi branding below the purchase options could be removed. | yes |
| 5 | Technical Bug | Branding reappearing on mobile and desktop after fix | The merchant reported that the Subi branding had reappeared on both mobile and desktop after initially being removed. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The Luna bot resolved the one-time purchase visibility issue, provided CSS snippets for widget styling, but was unable to resolve the CSS not applying and escalated to a human agent.

## Review request
- **Asked:** Yes — +42m 28s after conversation start (+13m 9s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-26 18:17:23 UTC
- **Time from ask to review publish:** +2h 2m
- **Time from conversation start to publish:** +2h 45m
- **Match method:** `ok`
- **Shop name on review:** AgilNature
- **App listed on review:** Subi Subscriptions App

**Review text:**
> Super schnelle Hilfe von Mason! Vielen Dank!

## Statistics
- **Messages:** 65 (21 customer, 36 admin)
- **Internal notes:** 2
- **Word count:** customer 202, admins 553
- **Total handling time (Intercom):** +57m 14s
- **Reopens:** 2
- **Assignments:** 4
- **SLA:** Free Chats First 15min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Subify - asked for review
- **Topics:** SB - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced initial product UI issues and received helpful guidance from the AI Agent but needed human teammate intervention for full resolution. The teammate promptly fixed the issue, and the customer expressed strong positive sentiment and appreciation.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Custom CSS for widget quantity field did not apply correctly without direct backend intervention by support agent

## Full transcript
<details>
<summary>Click to expand — 65 messages</summary>

**[2026-04-26 15:32:04] user/Agil Nature [source]**

> es wird nur das Abo vorgeschlagen, aber nicht den einmaligen Kauf vom Produkt.

**[2026-04-26 15:32:24] bot/Luna**

> Das passiert, weil das Produkt aktuell so eingestellt ist, dass es nur als Abo verkauft wird – dadurch wird die Option für den einmaligen Kauf ausgeblendet.
>  Schritte (Shopify-Admin):
>  1. Gehe zu Produkte und öffne das Produkt.
> 2. Scrolle zu Kaufoptionen.
> 3. Entferne das Häkchen bei „Dieses Produkt nur als Abo verkaufen“ (oder ähnlich).
> 4. Klicke auf Speichern und aktualisiere dann deinen Shop.
>  Extra: Wenn du es nur als Abo anbieten möchtest, kannst du in unserer App (Tab Pläne) Kaufart = Abo festlegen oder in Shopify „Dieses Produkt nur mit diesen Kaufoptionen anzeigen“ aktivieren.

**[2026-04-26 15:32:25] bot/Luna**

> Ist das, was Sie gesucht haben?

**[2026-04-26 15:35:16] user/Agil Nature**

> Ja perfekt, es hat geklappt

**[2026-04-26 15:35:22] bot/Luna**

> Super, das freut mich zu hören! Wenn du noch weitere Fragen hast, stehe ich dir gerne zur Verfügung. 🙂

**[2026-04-26 15:35:27] bot/Luna**

> Hilf Luna dabei, Aufschluss über seine/ihre Leistung zu erhalten:

**[2026-04-26 15:35:27] bot/Luna**

> [Conversation Rating Request]

**[2026-04-26 15:35:46] user/Agil Nature [open]**

> [Image] Wie kann ich das Mengen Angaben Feld kleiner machen. Das ganze Abo Feld sieht so unruhig aus

**[2026-04-26 15:37:09] bot/Luna**

> Du kannst das Mengenfeld kleiner wirken lassen, indem du im Subi-Abo-Widget eigenes CSS verwendest, Agil.
>  Schritte:
>  1. Shopify-Admin → Subi Subscriptions → Tab „Storefront“.
> 2. Unter „Subscription widgets“ auf „Widget konfigurieren“ → „Widget anpassen“ (unter „Abonnieren &amp; sparen“) klicken.
> 3. Zum Bereich „Erweitert“ gehen und CSS einfügen, das das Mengenfeld (Quantity) anspricht (z. B. Schriftgröße, Innenabstand und Button-Größe reduzieren).
>  Extra: Eigenes CSS ist im Growth-Plan und höher verfügbar.
>  [Image] Source: How to Customize Your Subscription Widget in Subi

**[2026-04-26 15:37:09] bot/Luna**

> Hat das geholfen?

**[2026-04-26 15:37:41] user/Agil Nature**

> Kannst du mir einen CSS Code geben. So das ich dann nur noch mit der Zahländeurngen nachjustieren muss?

**[2026-04-26 15:38:01] bot/Luna**

> Hier ist ein sauberes CSS-Snippet, das du in Subi → Storefront → Widget konfigurieren → Widget anpassen → Erweitert (CSS) einfügen kannst – dann musst du nur noch die Zahlen anpassen, bis es zu deinem Theme passt.
>  /* Mengenfeld kleiner und weniger „unruhig“ machen */
> .subify-root .subify-quantity {
>  width: 80px;
>  height: 36px;
>  font-size: 14px;
>  border-radius: 6px;
>  padding: 0;
> }
> 
> .subify-root .subify-quantity button {
>  width: 28px;
>  height: 36px;
>  font-size: 16px;
> }
> 
> .subify-root .subify-quantity input {
>  width: 24px;
>  height: 36px;
>  text-align: center;
>  border: none;
>  background: transparent;
> }
>  Extra: Benutzerdefiniertes CSS ist im Growth-Plan und höher verfügbar.
>  [Image] Source: How to Customize Your Subscription Widget in Subi

**[2026-04-26 15:38:01] bot/Luna**

> Ist das, was du gesucht hast?

**[2026-04-26 15:42:03] bot/Luna**

> Falls du noch weitere Unterstützung bei der Anpassung des CSS oder anderen Einstellungen brauchst, helfe ich dir gerne weiter. Möchtest du mir mehr darüber erzählen, was du genau erreichen möchtest?

**[2026-04-26 15:44:01] bot/Luna**

> Hilf Luna dabei, Aufschluss über seine/ihre Leistung zu erhalten:

**[2026-04-26 15:44:01] bot/Luna**

> [Conversation Rating Request]

**[2026-04-26 15:47:49] user/Agil Nature [open]**

> Ich habe den Code hier links eingefügt, allerdings passiert nichts, wenn ich die Zahlen bei Width und Height änder

**[2026-04-26 15:47:54] bot/Luna**

> Das klingt ärgerlich, dass die Änderungen nicht wirken! Möchtest du, dass ich dich mit einem menschlichen Agenten verbinde? Oder möchtest du mir mehr Details geben, damit ich dir weiterhelfen kann?

**[2026-04-26 15:49:37] user/Agil Nature**

> Ja bitte

**[2026-04-26 15:49:43] bot/Luna**

> Ich verbinde dich jetzt mit jemandem aus unserem Team. Damit wir dir schneller helfen können, magst du schon kurz schildern, worum es genau geht?

**[2026-04-26 15:50:15] bot/Luna**

> Wir verbinden Sie mit dem Team. ​ Welche Option trifft am besten auf Ihren Grund zu, warum Sie uns heute kontaktieren?

**[2026-04-26 16:01:36] admin/Mason**

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

**[2026-04-26 16:01:50] admin/Mason**

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

**[2026-04-26 16:08:03] admin/Mason**

> I have checked your store and fixed the widget appearance issue from our side! Could you please check it out?
>  [Image]

**[2026-04-26 16:08:35] user/Agil Nature**

> Ja jetzt passt es. Perfekt.

**[2026-04-26 16:08:53] user/Agil Nature**

> Besteht die Möglichkeit das Subsify unterhalb von den zwei Kaufvarianten zu entfernen?

**[2026-04-26 16:10:42] admin/Mason**

> Remove the branding is available on the paid plans, but this isn’t something we usually offer for free. However, I really like the vibe of your shop, so I’d be happy to remove it for you at no charge.

**[2026-04-26 16:10:44] admin/Mason**

> I will work on it now, then I will get back to you soon.

**[2026-04-26 16:11:58] user/Agil Nature**

> Oh wow, vielen vielen Dank!

**[2026-04-26 16:12:26] admin/Mason**

> Done. Could you please check it out?

**[2026-04-26 16:12:28] user/Agil Nature**

> Wir testen gerade auch zum ersten Mal die App, und wenn wir merken, dass die Kunden das annehmen, upgraden wir bestimmt in dem App Plan

**[2026-04-26 16:13:30] admin/Mason**

> That’s great to hear 😊
>  I hope everything goes smoothly with your testing and that the app proves to be a valuable addition to your store. If all goes well, it can definitely help improve your customer experience and drive more revenue over time.

**[2026-04-26 16:13:37] admin/Mason**

> If you need any help along the way or have questions during testing, I’m always here to help 👍

**[2026-04-26 16:13:51] admin/Mason**

> For now, is there anything else I can help you with?

**[2026-04-26 16:14:10] user/Agil Nature**

> Das wäre alles :)

**[2026-04-26 16:14:16] user/Agil Nature**

> Vielen lieben Dank für die schnelle Hilfe

**[2026-04-26 16:14:26] admin/Mason**

> You're most welcome :)

**[2026-04-26 16:14:32] 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! 🍒😍

**[2026-04-26 16:14:38] admin/Mason**

> [GIF]

**[2026-04-26 16:14:41] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-04-26 16:15:17] user/Agil Nature**

> Das mache ich ;) Danke

**[2026-04-26 16:15:25] admin/Mason**

> Thanks sooo much!

**[2026-04-26 16:15:26] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-04-26 16:15:44] admin/Mason**

> Since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?

**[2026-04-26 16:15:47] admin/Mason**

> 🥹

**[2026-04-26 16:15:49] admin/Mason**

> That would mean a lot to me.😊

**[2026-04-26 16:17:45] user/Agil Nature**

> Bei Mobil Version ist das Subi Icon noch drin

**[2026-04-26 16:18:07] admin/Mason**

> Um, let me check it out.

**[2026-04-26 16:18:37] user/Agil Nature**

> Oh und es ist auf Web Version auch wieder Sichtbar.

**[2026-04-26 16:18:42] user/Agil Nature**

> Habe ich das falsches geklickt?

**[2026-04-26 16:19:07] user/Agil Nature**

> Und muss man das für jedes Produkt wieder neu machen? Weil ich muss nun für alle Produkte verschiedene Abonnements einrichten

**[2026-04-26 16:21:33] admin/Mason**

> Oh, have you recently changed something in the panel and saved it? The changes you make cause them to be displayed on our side after a refresh, so it is possible that if you make a change in the panel at the same time, they may not be recognized correctly, make sense?
>  Therefore, if you have made a change, let me make the changes as well, then refresh the browser once so that you also have the changes I have made in the panel.

**[2026-04-26 16:21:47] admin/Mason [note]**

> .subify-powered-text {
>  height: 0;
>  transform: scaleY(0);
>  }

**[2026-04-26 16:22:50] admin/Mason**

> Can you please refresh the browser once now?

**[2026-04-26 16:23:03] user/Agil Nature**

> Habe ich gemacht

**[2026-04-26 16:23:11] user/Agil Nature**

> Jetzt ist es auf Mobil und im Browser wieder weg

**[2026-04-26 16:23:14] user/Agil Nature**

> Vielen Dank

**[2026-04-26 16:23:23] admin/Mason**

> Great then.

**[2026-04-26 16:23:28] admin/Mason**

> You're most welcome.

**[2026-04-26 16:23:33] admin/Mason**

> Anything else I can help you with?

**[2026-04-26 16:24:22] user/Agil Nature**

> Nein das war alles :)

**[2026-04-26 16:25:31] admin/Mason**

> Okay then, if you have any questions or concerns at any time, feel free to let me know.
> 
>  Also, I don't want to be pushy, but can I ask you to let me know whenever you have time and leave a review for us?🫣 Reviews are applied with a delay on our side, so I want to make sure I don't miss it.

**[2026-04-27 11:48:56] admin/Mason**

> Hi there,
>  I hope you are doing well 😊
> 
>  I just saw the review you left and I wanted to personally thank you for taking the time to share your feedback. It truly means a lot to us and honestly made my day.
>  If there is nothing else you need help with right now, I will go ahead and close this ticket. That said, please feel free to reach out anytime you have a question or need assistance. I am always happy to help.
> 
>  Wishing you a great day ahead.
>  Warm regards,

**[2026-04-27 11:49:13] bot/Luna**

> Hilf Mason dabei, Aufschluss über seine/ihre Leistung zu erhalten:

**[2026-04-27 11:49:13] bot/Luna**

> [Conversation Rating Request]

</details>
