---
conversation_id: "215474062366622"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474062366622?view=List"
shopify_domain: "bavnph-31.myshopify.com"
shopify_url: "https://bavnph-31.myshopify.com"
company_name: "Dunamis Perception"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-25T18:57:27Z"
closed_at: "2026-04-25T22:30:19Z"
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: "Chat"
team_id: 7400179
all_admins_involved: ["Harry", "Mason"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "My Store Admin"
customer_email: "dunamisperception@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 345
seconds_to_first_admin_reply: 533
seconds_from_start_to_review_ask: 1467
seconds_from_handoff_to_review_ask: 1122
seconds_from_first_reply_to_review_ask: 934
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 35
customer_message_count: 11
admin_message_count_total: 18
note_count: 5
customer_word_count: 117
admin_word_count: 162
count_reopens: 0
count_assignments: 5
handling_time_seconds: 1442
sla_name: "Paid Chats First 5min"
sla_status: "hit"
fin_participated: true
fin_resolution_state: "Assumed Resolution"
fin_source_workflow: "All Apps - Chat - Let Fin answer first"
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215474064421423"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474064421423?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-26T02:17:17Z"
seconds_from_ask_to_review: 24923
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 215474062366622 — Dunamis Perception ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474062366622?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474064421423?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://bavnph-31.myshopify.com)

## Overview
- **Merchant:** My Store Admin — `dunamisperception@gmail.com` (personal address on a free email provider)
- **Store:** bavnph-31.myshopify.com · 🌍 North Carolina, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2025-07-17
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Discounty
- **Discounty plan:** Lite — $9/monthly
- **Installed on:** 2026-04-24 20:59:38 UTC
- **Install to conversation start:** 21h 57m before this conversation
- **Uninstalled on:** 2026-04-28 23:14:18 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
The merchant recently upgraded to the Lite plan and wanted to know how to make their widget display with a highlighted color as shown in a screenshot sent via email. The AI bot Luna attempted to guide them through self-service customization steps but the merchant couldn't find the options. Human agent Harry then applied the custom widget styling directly from his end at no extra cost, and the merchant confirmed it looked great.

> "The Ai assistant in Shopify lead us to you guys. So far we are liking what we see. Just getting familiar."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-25 18:57:27 | +0s | — |
| Handed to human (Harry) | 2026-04-25 19:03:12 | +5m 45s | +0s |
| First reply to customer | 2026-04-25 19:06:20 | +8m 53s | +3m 8s |
| Review requested by Harry | 2026-04-25 19:21:54 | +24m 27s | +18m 42s |
| Conversation closed | 2026-04-25 22:30:19 | +3h 32m | +3h 27m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-26 02:17:17 | +7h 19m | +7h 14m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget color customization | The merchant wanted to know how to make their widget display with a highlighted color like in a screenshot they received via email. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Assumed Resolution
- **What Fin did:** Luna attempted to guide the merchant through self-service widget customization steps in the app, but the merchant could not find the options, prompting escalation to a human agent.

## Review request
- **Asked:** Yes — +24m 27s after conversation start (+18m 42s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-26 02:17:17 UTC
- **Time from ask to review publish:** +6h 55m
- **Time from conversation start to publish:** +7h 19m
- **Match method:** `ok`
- **Shop name on review:** Dunamis Perception
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Harry was wonderful and very helpful. He was expedient about helping me get started and answered all of my questions.

## Statistics
- **Messages:** 35 (11 customer, 18 admin)
- **Internal notes:** 5
- **Word count:** customer 117, admins 162
- **Total handling time (Intercom):** +24m 2s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought help customizing a widget's appearance and was initially assisted by the AI Agent with instructions and plan details. A teammate then applied the customization successfully, leading to a positive customer experience.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Widget customization settings not visible or accessible to the merchant on the Free plan; required Lite plan or agent-side implementation

## Full transcript
<details>
<summary>Click to expand — 35 messages</summary>

**[2026-04-25 18:57:27] user/My Store Admin [source]**

> I just saw your email and wanted to know how do I get my widget to show like the screenshot you sent me wit the highlighted color?

**[2026-04-25 18:57:33] 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:
>  -
>  215474062140521

**[2026-04-25 18:57:48] bot/Luna**

> Hi My Store Admin - I’m Luna, an AI assistant. If you want the widget to show with a highlighted color like in the screenshot, you can set the widget’s colors in our app (it’s not controlled by Shopify’s theme).
>  Steps:
>  1. Open Discounty in Shopify admin.
> 2. Go to Customization → Quantity &amp; Cart goal discount.
> 3. Toggle Display widget on store ON.
> 4. In the widget settings, adjust the Style (colors, border, radius) to match your brand.
>  Note: If you meant the product “sale badge” color (not the widget), that’s controlled by your theme’s badge settings, not Discounty.
>  [Image] Sources: How discount badges and strikethrough prices work for Bulk price editor campaigns Show quantity discount and Cart goal with the Tiered Discount Table widget

**[2026-04-25 18:57:48] bot/Luna**

> Is that what you were looking for?

**[2026-04-25 19:01:49] bot/Luna**

> If you still need help customizing your widget or have any other questions, I'm here to assist! Would you like to share more details about what you're trying to achieve with the widget?

**[2026-04-25 19:02:52] user/My Store Admin**

> I dont see anything about customizing widget

**[2026-04-25 19:02:59] bot/Luna**

> You’re not missing it - the widget customization option only shows up on plans that include it (Lite and up). On the Free plan, widget customization isn’t available, so you won’t see any color/style settings in the app.
>  If you’re on Lite or higher, you’ll find it here: Discounty app → Customization → Quantity &amp; Cart goal discount → Style (colors, border, radius).
>  Quick check so I can point you to the right place: are you currently on the Free plan, or Lite (or higher)?
>  Source: Show quantity discount and Cart goal with the Tiered Discount Table widget

**[2026-04-25 19:03:12] admin/Mason [note]**

> Harry

**[2026-04-25 19:04:24] admin/Harry [note]**

> 🙏

**[2026-04-25 19:04:29] admin/Mason [note]**

> GO GO GO :))

**[2026-04-25 19:04:35] admin/Mason [note]**

> 💙

**[2026-04-25 19:06:20] admin/Harry**

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

**[2026-04-25 19:06:59] user/My Store Admin**

> I am. I upgraded to the Lite and I am just getting familiar with the app.

**[2026-04-25 19:07:37] admin/Harry**

> By default, you can customize your widgets from the panel under the customization tab.
>  However, the specific customization I shared with you can only be implemented from my end. Would you like me to apply it for you?

**[2026-04-25 19:07:57] user/My Store Admin**

> please!

**[2026-04-25 19:08:53] user/My Store Admin**

> Does it cost extra? Or just a way of getting to know your customers?

**[2026-04-25 19:09:36] admin/Harry**

> Oh sure, I'll apply it in a few moments.

**[2026-04-25 19:09:49] admin/Harry**

> Not at all, it's totally free.

**[2026-04-25 19:10:41] user/My Store Admin**

> That is nice. Thank you! The Ai assistant in Shopify lead us to you guys. So far we are liking what we see. Just getting familiar.

**[2026-04-25 19:13:44] admin/Harry**

> It's done! 😊
>  Could you please check it and confirm?

**[2026-04-25 19:13:54] admin/Harry**

> I'm glad to hear that. Thank you!

**[2026-04-25 19:14:35] user/My Store Admin**

> I will. I am currently building a campaign.

**[2026-04-25 19:16:12] admin/Harry**

> Oh sure. I'll be here!

**[2026-04-25 19:20:43] user/My Store Admin**

> It has updated and looks very nice. Thank you so much!

**[2026-04-25 19:21:20] admin/Harry**

> I'm glad to hear that. You're very welcome! 😊

**[2026-04-25 19:21:30] admin/Harry**

> Is there anything else I can help you with?

**[2026-04-25 19:21:40] user/My Store Admin**

> Nothing at the moment.

**[2026-04-25 19:21:54] admin/Harry**

> Sure!
>  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! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-04-25 19:23:21] user/My Store Admin**

> Done!

**[2026-04-25 19:23:43] admin/Harry**

> That's very kind of you. Thank you so much!

**[2026-04-25 19:24:28] user/My Store Admin**

> No problem

**[2026-04-25 19:24:40] admin/Harry**

> 🙏😊

**[2026-04-25 19:27:39] admin/Mason [note]**

> [GIF]

**[2026-04-25 22:30:31] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-04-25 22:30:31] bot/Luna**

> [Conversation Rating Request]

</details>
