---
conversation_id: "215474141029289"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474141029289?view=List"
shopify_domain: "angela-j-ford-fantasy-author.myshopify.com"
shopify_url: "https://angela-j-ford-fantasy-author.myshopify.com"
company_name: "Angela J. Ford | Romantasy Author"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-05-01T13:19:35Z"
closed_at: "2026-05-04T11:01:24Z"
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"
team_id: 7400179
all_admins_involved: ["Stella"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Angela J. Ford"
customer_email: "angela@angelajford.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 7610
seconds_to_first_admin_reply: 7610
seconds_from_start_to_review_ask: 11176
seconds_from_handoff_to_review_ask: 3566
seconds_from_first_reply_to_review_ask: 3566
review_asked: true
review_ask_admin_name: "Stella"
num_messages: 46
customer_message_count: 16
admin_message_count_total: 27
note_count: 2
customer_word_count: 172
admin_word_count: 322
count_reopens: 1
count_assignments: 4
handling_time_seconds: 4062
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: 4
review_ticket_id: "215474149572503"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474149572503?view=List"
review_rating: 5
review_posted_at: "2026-05-02T02:16:31Z"
seconds_from_ask_to_review: 35440
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 215474141029289 — Angela J. Ford | Romantasy Author ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474141029289?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/6857170/conversation/215474149572503?view=List)  ·  🔗 [Visit Shopify store](https://angela-j-ford-fantasy-author.myshopify.com)

## Overview
- **Merchant:** Angela J. Ford — `angela@angelajford.com` (personal business email (likely the founder or a named employee))
- **Store:** angela-j-ford-fantasy-author.myshopify.com · 🌍 Clarksville, Tennessee, United States
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2021-07-16
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Subi
- **Subi plan:** Growth — $19.0/mo
- **Installed on:** 2026-01-29 23:08:30 UTC
- **Install to conversation start:** 3 months before this conversation

## Summary
Merchant Angela Ford was unable to view her own membership-restricted pages as an admin, even after adding the relevant tag to her account and purchasing the membership. The AI bot's initial guidance did not resolve the issue. Human agent Stella identified that the correct Shopify tag (membership_plan_tier_6404) had not been properly applied, added it manually via collaborator access, which restored page access. Stella also advised that to edit restricted pages in the theme editor, the Subi app embed must be temporarily disabled.

> "After I login, it sends me back to the access denied page. I need to do some admin updates asap and this is very frustrating."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 13:19:35 | +0s | — |
| Handed to human (Stella) | 2026-05-01 15:26:25 | +2h 6m | +0s |
| First reply to customer | 2026-05-01 15:26:25 | +2h 6m | +0s |
| Review requested by Stella | 2026-05-01 16:25:51 | +3h 6m | +59m 26s |
| Conversation closed | 2026-05-04 11:01:24 | +2d 21h | +2d 19h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-02 02:16:31 | +12h 56m | +10h 50m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Membership tag not granting page access | The merchant could not view her own membership-exclusive pages despite adding the tag and purchasing the membership. | yes |
| 2 | How-To / Setup | Editing restricted pages in theme editor | The merchant asked how to access and edit a restricted page from the Shopify admin/theme editor side. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot Luna provided initial steps suggesting a test purchase and tag setup, but when the merchant reported the advice sent her in circles, Luna escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +3h 6m after conversation start (+59m 26s after human handoff)
- **Requested by:** Stella
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-02 02:16:31 UTC
- **Time from ask to review publish:** +9h 50m
- **Time from conversation start to publish:** +12h 56m
- **Match method:** `ok`
- **Shop name on review:** Angela J. Ford | Romantasy Author
- **App listed on review:** Subi Subscriptions App

**Review text:**
> I have a bit of a unique membership, one part that ships, another part that is digital only, and Subi handles it all. Great customer service as well, which is a win.

## Statistics
- **Messages:** 46 (16 customer, 27 admin)
- **Internal notes:** 2
- **Word count:** customer 172, admins 322
- **Total handling time (Intercom):** +1h 7m
- **Reopens:** 1
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Stella)
- **Primary assignee:** Stella
- **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):** 4 / 5
  - Explanation: The customer was initially frustrated with access issues and the AI Agent's unhelpful response, then escalated to a human teammate who provided effective assistance resolving the membership tag problem and improving access.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Correct membership tier tag (membership_plan_tier_6404) was not automatically applied to the admin customer account
- Restricted pages cannot be edited in the theme editor without disabling the Subi app embed entirely

## Full transcript
<details>
<summary>Click to expand — 46 messages</summary>

**[2026-05-01 13:19:35] user/Angela J. Ford [source]**

> Hello. I have a membership and I created exclusive pages for it. However, as an admin, I'm not able to view those pages even though I've added the tag to my account. What should I do next?

**[2026-05-01 13:19:54] bot/Luna**

> Hi Angela 👋 I’m Luna, your AI assistant here to help! If needed, a human teammate can jump in too 💫
>  Answer: Adding a tag alone doesn’t grant access - you need an active membership (via a purchase/test order).
>  Steps:
>  - Go to your storefront and purchase the membership plan (you can create a 100% discount or test order).
> - Make sure it’s the same plan tied to your exclusive pages.
> - Log in with that customer account.
> - Refresh the restricted page to verify access.
>  Extra: Tags can support access logic, but the system checks for an active membership first.
>  Sources: How to restrict specific pages to members only? (Membership exclusive access feature) How to Use Tag Management to Enable Automated Tags for Subscribers and Orders in Subi?

**[2026-05-01 13:19:54] bot/Luna**

> Is that what you were looking for?

**[2026-05-01 13:20:10] user/Angela J. Ford**

> Yes

**[2026-05-01 13:20:13] bot/Luna**

> Great! If you have any more questions or need further assistance, just let me know. I'm here to help! 😊

**[2026-05-01 13:20:18] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-01 13:20:18] bot/Luna**

> [Conversation Rating Request]

**[2026-05-01 15:25:03] user/Angela J. Ford [open]**

> This didn't work, it's sending me in circles

**[2026-05-01 15:25:07] bot/Luna**

> I'm sorry to hear you're feeling stuck in circles! Would you like me to connect you with a human agent? Or if you want, you can share more details and I’ll keep trying to help you out.

**[2026-05-01 15:25:11] user/Angela J. Ford**

> Yes

**[2026-05-01 15:25:16] bot/Luna**

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

**[2026-05-01 15:25:50] bot/Luna**

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

**[2026-05-01 15:26:25] admin/Stella**

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

**[2026-05-01 15:26:46] admin/Stella**

> How can I assist you today?

**[2026-05-01 15:27:02] user/Angela J. Ford**

> I have a membership and I created exclusive pages for it. However, as an admin, I'm not able to view those pages even though I've added the tag to my account and purchased the membership. What should I do next?

**[2026-05-01 15:27:51] user/Angela J. Ford**

> After I login, it sends me back to the access denied page. I need to do some admin updates asap and this is very frustrating. The email I'm using is angela@angelajford.com

**[2026-05-01 15:28:36] admin/Stella**

> Ah, I see.
>  Thank you for your explnation!
>  Would it be ok to send a collaborator access request to check the tags?

**[2026-05-01 15:29:06] user/Angela J. Ford**

> Yes

**[2026-05-01 15:29:25] admin/Stella**

> Thanks, give me a minutes to send it.

**[2026-05-01 15:31:20] admin/Stella**

> I just sent it. Could you please accept it?

**[2026-05-01 15:34:49] user/Angela J. Ford**

> Yes, done

**[2026-05-01 15:35:27] admin/Stella**

> Thank you! I'm looking into this.

**[2026-05-01 15:38:21] user/Angela J. Ford**

> Great!

**[2026-05-01 15:46:30] user/Angela J. Ford**

> Any thoughts so far?

**[2026-05-01 15:50:06] admin/Stella [note]**

> membership_plan_tier_6404

**[2026-05-01 15:56:51] admin/Stella**

> Thank you for waiting while I looked into this!
>  I've added the membership_plan_tier_6404 tag to angela@angelajford.com customer in Shopify. This tag is used for the system to recognize the restrictions for each membership tier.
> 
>  Could you please check if you have access to the restricted pages?

**[2026-05-01 16:00:33] user/Angela J. Ford**

> Checking now

**[2026-05-01 16:00:51] admin/Stella**

> Let me know how it goes.

**[2026-05-01 16:06:24] user/Angela J. Ford**

> That worked, now I'm just trying to get in from the admin side. When I go to update the page in the theme editor it doesn't recognize that I'm logged in

**[2026-05-01 16:07:27] admin/Stella**

> Glad to hear that!
>  Could you share one of the restricted pages with me to check something real quick?

**[2026-05-01 16:08:48] user/Angela J. Ford**

> https://angelajford.com/pages/the-restricted-archive

**[2026-05-01 16:09:01] admin/Stella**

> Thanks!

**[2026-05-01 16:16:50] admin/Stella**

> Thanks for your patience!
>  I just checked with our team, and the only way to remove the restricted page section is to disable the Subi app embed.
>  The app embed will disable all widgets from your theme, and after you're done editing, enable it so the widgets are added back.

**[2026-05-01 16:16:52] admin/Stella**

> I hope this helps.

**[2026-05-01 16:21:38] user/Angela J. Ford**

> Oh. okay thanks

**[2026-05-01 16:22:40] admin/Stella**

> My pleasure!

**[2026-05-01 16:22:47] admin/Stella**

> Is there anything else I can help with?

**[2026-05-01 16:25:51] admin/Stella**

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

**[2026-05-01 16:26:41] user/Angela J. Ford**

> Thank you. You certainly made my day easier!

**[2026-05-01 16:27:17] admin/Stella**

> Aww, thank you so much!
>  ​﻿﻿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: ﻿​﻿﻿​﻿Subi | Review Link

**[2026-05-01 16:28:47] admin/Stella [note]**

> [GIF]

**[2026-05-01 16:29:28] user/Angela J. Ford**

> Done!

**[2026-05-01 16:29:53] admin/Stella**

> You are a peach! 🩷
>  Thank you so much for your kindness (:
>  I look forward to reading it 🥹

**[2026-05-01 16:34:20] admin/Stella**

> Our team is available any time you reach out to us, so don't hesitate to contact us if you have any questions or issues!
>  Have a great day ahead! 🌟

**[2026-05-04 11:01:36] bot/Luna**

> Help Stella understand how they’re doing:

**[2026-05-04 11:01:36] bot/Luna**

> [Conversation Rating Request]

</details>
