---
conversation_id: "215474054551031"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474054551031?view=List"
shopify_domain: "dcc6a2-5.myshopify.com"
shopify_url: "https://dcc6a2-5.myshopify.com"
company_name: "Tor's Story"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-24T20:22:17Z"
closed_at: "2026-04-27T09:32:28Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mo Ramez", "Sam"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Samantha Mumford-Brown"
customer_email: "hello@torsstory.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 270
seconds_from_start_to_review_ask: 1036
seconds_from_handoff_to_review_ask: 1034
seconds_from_first_reply_to_review_ask: 766
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 57
customer_message_count: 31
admin_message_count_total: 31
note_count: 4
customer_word_count: 236
admin_word_count: 570
count_reopens: 0
count_assignments: 7
handling_time_seconds: 8132
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: "215474056856262"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474056856262?view=List"
review_rating: 5
review_posted_at: "2026-04-25T02:17:31Z"
seconds_from_ask_to_review: 20278
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 215474054551031 — Tor's Story ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474054551031?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474056856262?view=List)  ·  🔗 [Visit Shopify store](https://dcc6a2-5.myshopify.com)

## Overview
- **Merchant:** Samantha Mumford-Brown — `hello@torsstory.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** dcc6a2-5.myshopify.com · 🌍 Maldon, England, United Kingdom
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2024-02-08
- **Public review score (StoreLeads):** 5.0 (3 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2026-04-24 20:16:05 UTC
- **Install to conversation start:** 6 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 111
- **Wishlist items count:** 22

## Summary
Samantha, a new merchant, reached out after installing the Notify Me app and had several setup and how-to questions including how pre-order works, editing expected delivery dates, setting different dates per product, and configuring a low stock threshold. The agent Sam resolved all queries hands-on, made cosmetic fixes to the widgets, activated features on the merchant's behalf, and the merchant left the conversation very satisfied.

> "It's all looking fabulous so far - I have been putting this off for so long thinking it would be difficult 😂"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-24 20:22:17 | +0s | — |
| Handed to human (Sam) | 2026-04-24 20:22:19 | +2s | +0s |
| First reply to customer | 2026-04-24 20:26:47 | +4m 30s | +4m 28s |
| Review requested by Sam | 2026-04-24 20:39:33 | +17m 16s | +17m 14s |
| Conversation closed | 2026-04-27 09:32:28 | +2d 13h | +2d 13h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-25 02:17:31 | +5h 55m | +5h 55m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button setup | The merchant asked how the pre-order function works and what conditions are needed to activate it. | yes |
| 2 | Technical Bug | Widget border styling | The agent proactively identified and offered to remove an extra black border from the widgets for a cleaner look. | yes |
| 3 | How-To / Setup | Editing expected delivery date | The merchant asked how to edit the expected delivery date on a pre-order offer. | yes |
| 4 | How-To / Setup | Notify Me and pre-order coexistence | The merchant asked whether both the Notify When Available and Pre-order buttons can be shown simultaneously. | yes |
| 5 | How-To / Setup | Different delivery dates per product | The merchant asked whether different estimated delivery dates can be set for different products. | yes |
| 6 | Feature Request | Low stock threshold configuration | The merchant wanted the low stock widget to only show a quantity count when stock is below 3 rather than showing higher numbers. | yes |
| 7 | How-To / Setup | Pre-order quantity limit | The merchant asked whether a maximum pre-order quantity limit can be set per product. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +17m 16s after conversation start (+17m 14s after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-25 02:17:31 UTC
- **Time from ask to review publish:** +5h 37m
- **Time from conversation start to publish:** +5h 55m
- **Match method:** `ok`
- **Shop name on review:** Tor's Story
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> After putting off adding a waitlist to my site for a while, as I thought it would be difficult, Sam popped up in the chat immediately to make sure everything was OK and got everything up and running for me within ten minutes! Fabulous customer support, really easy to follow instructions and I am looking forward to using this wonderful app to its full potential! Thanks so much, Sam!

## Statistics
- **Messages:** 57 (31 customer, 31 admin)
- **Internal notes:** 4
- **Word count:** customer 236, admins 570
- **Total handling time (Intercom):** +2h 15m
- **Reopens:** 0
- **Assignments:** 7

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

## Tags & Topics
- **Tags:** Started by Proactive, Expected reply time sent
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the product and found the teammate's support very helpful and responsive, leading to successful setup and satisfaction with the Notify Me app.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 57 messages</summary>

**[2026-04-24 20:22:17] user/Samantha Mumford-Brown [source]**

> I just installed Notify Me

**[2026-04-24 20:22:19] admin/Mo Ramez [note]**

> shopify_domain: dcc6a2-5.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: True
> wishlist_is_activated: True

**[2026-04-24 20:26:47] admin/Sam**

> Hi Samantha, ﻿​﻿
>  Welcome to Notify Me! This is Sam from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-04-24 20:30:54] admin/Sam**

> The widgets are added to the store successfully. Would you like me to remove the extra black border to achieve a cleaner look?
>  [Image]

**[2026-04-24 20:38:51] user/Samantha Mumford-Brown**

> yes please

**[2026-04-24 20:38:58] 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@torsstory.com.

**[2026-04-24 20:39:11] user/Samantha Mumford-Brown**

> I am just wondering how the pre order function works?

**[2026-04-24 20:39:33] admin/Sam**

> 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]
>  Would you like to set this up on a product now and share its URL from your store with me?
>  I’ll happily review it with you and make sure the Pre-order button is showing correctly. ✨

**[2026-04-24 20:39:47] admin/Sam**

> In the meantime, I'll fix the borders.

**[2026-04-24 20:40:22] admin/Sam [note]**

> sc-hxAHhZ,eqyAHU,pf-43_,pf-button-1,animate-float

**[2026-04-24 20:41:07] user/Samantha Mumford-Brown**

> thanks! Just doing this now

**[2026-04-24 20:41:27] user/Samantha Mumford-Brown**

> https://torsstory.com/products/wooden-rainbow-stacker?_pos=2&amp;_psq=rainbow+stacker&amp;_ss=e&amp;_v=1.0

**[2026-04-24 20:41:31] user/Samantha Mumford-Brown**

> it looks good!!

**[2026-04-24 20:42:03] user/Samantha Mumford-Brown**

> how do I edit the expected delivery date please?

**[2026-04-24 20:42:17] admin/Sam**

> Well done!

**[2026-04-24 20:42:41] user/Samantha Mumford-Brown**

> oh i noticed it doesn't have a 'notify when available' now?

**[2026-04-24 20:42:48] user/Samantha Mumford-Brown**

> Can you have both this and pre order?

**[2026-04-24 20:43:55] admin/Sam**

> To edit the availability date, please navigate to
>  pre-order tab &gt; pre-order offers &gt; open the offer page and change the availability date here:
>  [Image]
>  [Image]

**[2026-04-24 20:44:18] admin/Sam**

> Sure, you can have both notify me and pre-order. I'll activate it for you.

**[2026-04-24 20:46:22] user/Samantha Mumford-Brown**

> Awesome, thanks!

**[2026-04-24 20:46:40] user/Samantha Mumford-Brown**

> With the estimated delivery dates, can you set different dates for different products?

**[2026-04-24 20:48:09] admin/Sam**

> Absolutely!
>  All you need to do is to create multiple offers.
>  Just make sure the product's excluded from the default offer and then add it to a new pre-order offer with a different date.
>  [App: Article Inserter]
>  This article can guide you through the process in more details. Does that help?

**[2026-04-24 20:48:44] user/Samantha Mumford-Brown**

> I have just noticed on another product it says 'only 31 left' I would only want the number to show if it was maybe less than 3?

**[2026-04-24 20:48:50] user/Samantha Mumford-Brown**

> I am only a small store hehe

**[2026-04-24 20:49:09] user/Samantha Mumford-Brown**

> yes that makes perfect sense - thank you

**[2026-04-24 20:49:16] user/Samantha Mumford-Brown**

> you are so helpful :)

**[2026-04-24 20:49:49] admin/Sam**

> Sure, you can set a minimum threshold for low stock widget.
>  It's available on paid plans but if that's the only paid feature you need for now, I'll activate it for you free of charge. ✨
>  So the threshold should be set to 3, right?

**[2026-04-24 20:50:02] admin/Sam**

> Thank you for your kind words. 😍

**[2026-04-24 20:51:20] user/Samantha Mumford-Brown**

> Yes please :)

**[2026-04-24 20:51:36] user/Samantha Mumford-Brown**

> I will absolute upgrade when I've figured it all out and can see its working for us :)

**[2026-04-24 20:52:14] user/Samantha Mumford-Brown**

> It's all looking fabulous so far - I have been putting this off for so long thinking it would be difficult 😂

**[2026-04-24 20:52:23] admin/Sam**

> Sure. take your time.
>  Done. 😊
>  Would you please check the low stock widget now?

**[2026-04-24 20:53:07] admin/Sam**

> I'm glad you're happy with the result so far. 😍
>  I know setting up a new app and getting used to it can be a bit hard to get to.

**[2026-04-24 20:53:16] admin/Sam**

> You're doing amazing so far.

**[2026-04-24 20:54:17] user/Samantha Mumford-Brown**

> wonderful!

**[2026-04-24 20:54:31] user/Samantha Mumford-Brown**

> Thank you so much 🙏

**[2026-04-24 20:54:49] user/Samantha Mumford-Brown**

> thanks :)

**[2026-04-24 20:55:08] user/Samantha Mumford-Brown**

> I think that's all for now, it's been so easy thank you!

**[2026-04-24 20:55:18] admin/Sam**

> Yay! My pleasure. 😊
>  By the way,
>  If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
>  Mentioning my name would be the cherry on top! 🍒
> 
>  ​

**[2026-04-24 20:55:31] user/Samantha Mumford-Brown**

> will this chat be available when I am in the app in future&gt;

**[2026-04-24 20:55:36] user/Samantha Mumford-Brown**

> Yes of course

**[2026-04-24 20:55:51] user/Samantha Mumford-Brown**

> We have the same name - easy to remember!

**[2026-04-24 20:56:32] admin/Sam**

> Sure!
>  It'll always be right here on the corner:
>  [Image]

**[2026-04-24 20:56:59] admin/Sam**

> I know, right?! 😍
>  It was a nice coincidence.

**[2026-04-24 21:01:26] user/Samantha Mumford-Brown**

> Perfect - thanks so much

**[2026-04-24 21:01:33] user/Samantha Mumford-Brown**

> enjoy the rest of your evening :)

**[2026-04-24 21:01:37] user/Samantha Mumford-Brown**

> I hope we speak again #

**[2026-04-24 21:03:01] admin/Sam**

> Thank you! I'll always be just one message away.
>  You have a lovely rest of the day as well. 🌸
>  Hope I get to read your kind words in a review soon. 🙏

**[2026-04-24 21:07:41] admin/Sam [note]**

> review check

**[2026-04-24 21:16:42] user/Samantha Mumford-Brown**

> HI sorry - me again :)

**[2026-04-24 21:16:49] user/Samantha Mumford-Brown**

> Can I set a preorder limit?

**[2026-04-24 21:16:58] user/Samantha Mumford-Brown**

> quantity *

**[2026-04-24 21:18:58] admin/Sam**

> Hi Samantha,
>  Yes, you can set up a pre-order maximum limit per product. This article guides you through the setup process. Would you please check it out and let me know if you have any questions?
>  [App: Article Inserter]

**[2026-04-24 21:19:10] admin/Sam [note]**

> note

**[2026-04-27 09:32:27] admin/Sam**

> Hi Samantha,
>  It looks like you're all set for now, so I’ll go ahead and close this ticket. If you reply to this message, it’ll reopen automatically and we’ll pick up right where we left off.😊
>  We're always here if you need anything—just let us know.✨
>  Best regards,

**[2026-04-27 09:32:39] bot/Luna**

> Help Sam understand how they’re doing:

**[2026-04-27 09:32:39] bot/Luna**

> [Conversation Rating Request]

</details>
