---
conversation_id: "215474224060511"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474224060511?sidebar_tab=details&view=List"
shopify_domain: "sennheiser-emea.myshopify.com"
shopify_url: "https://sennheiser-emea.myshopify.com"
company_name: ""
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-08T12:26:50Z"
closed_at: "2026-05-11T15:14:44Z"
state: "closed"
priority: "priority"
channel: "automated"
language: "English"
region: "DEU"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Nikola", "Rick"]
agent_count: 2
agent_count_bucket: "2"
customer_name: ""
customer_email: ""
contact_email_type: "unknown"
contact_email_role_hint: ""
seconds_to_human_handoff: 82
seconds_to_first_admin_reply: 82
seconds_from_start_to_review_ask: 486
seconds_from_handoff_to_review_ask: 404
seconds_from_first_reply_to_review_ask: 404
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 36
customer_message_count: 10
admin_message_count_total: 27
note_count: 3
customer_word_count: 144
admin_word_count: 459
count_reopens: 1
count_assignments: 2
handling_time_seconds: 7577
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: "215474228812290"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215474228812290?view=List"
review_rating: 5
review_posted_at: "2026-05-08T18:21:25Z"
seconds_from_ask_to_review: 20789
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 215474224060511 — Sonova Consumer Hearing GmbH ⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474224060511?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/mentions/conversation/215474228812290?view=List)  ·  🔗 [Visit Shopify store](https://sennheiser-emea.myshopify.com)

## Overview
- **Merchant:** (no name)
- **Store:** sennheiser-emea.myshopify.com · 🌍 Hanover, Lower Saxony, Germany
- **App:** Notify Me!
- **Channel:** automated · **Language:** English

## App usage — Notify Me!
- **Notify Me! plan:** —
- **Installed on:** 2026-04-28 12:57:28 UTC
- **Install to conversation start:** 9 days before this conversation

## Summary
The merchant wanted to move the floating wishlist button into the header menu as a heart icon. The support agent (Rick) made the change on the backend for the EU draft theme, fixed an alignment issue with the shopping cart icon, and confirmed it looked correct on mobile. The merchant was satisfied with the result and indicated they would request the same changes for other stores after confirming with a senior colleague.

> "Yes it is looking good I will let you know if need any changes once confirm with senior"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-08 12:26:50 | +0s | — |
| Handed to human (Rick) | 2026-05-08 12:28:12 | +1m 22s | +0s |
| First reply to customer | 2026-05-08 12:28:12 | +1m 22s | +0s |
| Review requested by Rick | 2026-05-08 12:34:56 | +8m 6s | +6m 44s |
| Conversation closed | 2026-05-11 15:14:44 | +3d 2h | +3d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-08 18:21:25 | +5h 54m | +5h 53m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Move wishlist button to header | The merchant wanted to move the floating wishlist button to appear as a heart icon in the header menu. | yes |
| 2 | Technical Bug | Heart icon alignment with cart icon | The merchant noticed the heart icon was not aligned with the shopping cart icon and asked for it to be fixed. | yes |
| 3 | How-To / Setup | Apply settings to other stores | The merchant asked how to apply the same header wishlist button setting to their other stores. | partial |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +8m 6s after conversation start (+6m 44s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-08 18:21:25 UTC
- **Time from ask to review publish:** +5h 46m
- **Time from conversation start to publish:** +5h 54m
- **Match method:** `manual`
- **Shop name on review:** Sonova Consumer Hearing GmbH
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Great app with very good service — the customer support team is friendly and provides quick solutions. It would be even more helpful if more customization options were available directly at the store level instead of requiring code-level changes through support.

## Statistics
- **Messages:** 36 (10 customer, 27 admin)
- **Internal notes:** 3
- **Word count:** customer 144, admins 459
- **Total handling time (Intercom):** +2h 6m
- **Reopens:** 1
- **Assignments:** 2

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

## Tags & Topics
- **Tags:** Notify Me - asked for review, Started by Chat, No Fin involvement, NM review series, Expected reply time sent
- **Topics:** NM - Asked for review, NM series - Review 5

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer requested customization of the wishlist button placement and received helpful, high-quality support from the teammate who resolved the issues. The customer provided negative product feedback about icon alignment but was satisfied with the overall solution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Wishlist header button placement can only be configured by the support team on the backend, not self-served by the merchant

## Full transcript
<details>
<summary>Click to expand — 36 messages</summary>

**[2026-05-08 12:26:50] admin/Nikola [source]**

> Hi Jens, Need a help for setting up Wishlist?
>  Just reply here and we will take care of it for you.

**[2026-05-08 12:26:50] user/Jens de Buhr**

> Hi i want to move floating wishlist button as heat icon in header menu is it possible ?

**[2026-05-08 12:26:57] bot/Luna**

> Hi Jens,
>  Thanks for your message! We will get back to you shortly.

**[2026-05-08 12:26:58] 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 ecommerce@sennheiser-hearing.com.

**[2026-05-08 12:26:58] 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:
>  -
>  215474192691314

**[2026-05-08 12:28:12] admin/Rick**

> Hello Jens,
> 
>  Thank you for contacting us.
>  I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻‍♂️

**[2026-05-08 12:28:43] admin/Rick**

> Sure, thing!
>  Would you please tell me which of your stores we're talking about?
>  I see multiple stores connected to your account.

**[2026-05-08 12:30:24] user/Jens de Buhr**

> currently i want to check that on EU draft theme and if looks good then i will move to ither stores

**[2026-05-08 12:31:17] admin/Rick**

> OK, then, great!
>  Would you please share a preview link of the theme you're talking about so I can work on that? 😊

**[2026-05-08 12:32:36] user/Jens de Buhr**

> https://p00ccycpqo7e428g-55396368578.shopifypreview.com

**[2026-05-08 12:33:03] admin/Rick**

> Thanks! I'm on it ..
>  [Image]

**[2026-05-08 12:33:12] admin/Rick**

> Also, while I work on that, can I ask for a little favor? 🥹
>  I promise it'll just take less than a minute of your time.

**[2026-05-08 12:33:48] user/Jens de Buhr**

> sure let me know

**[2026-05-08 12:34:56] admin/Rick**

> Thanksss 😍
>  I see that you've been with us for quite a while now, in a number of your stores!
> 
>  If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-08 12:35:43] admin/Rick [note]**

> sennheiser-emea.myshopify.com

**[2026-05-08 12:46:12] admin/Rick**

> Also, the wishlist access button is now in the header ✅
>  Would you please check and ensure it meets your expectations so I can finalize the settings? 😊

**[2026-05-08 12:54:17] user/Jens de Buhr**

> Yes, I have checked and it looks good. Could you please guide me on how I can apply the same setting to my other store?
>  Also, if I want to move this button before the Professional link, how can I do that? And could you please confirm if it looks good on the mobile view as well?

**[2026-05-08 12:56:45] admin/Rick**

> I'm afraid, for the time being, this can only be set on the backend by us.
>  So just let us know whenever you want to modify this, and we'll take care of it for you 😉

**[2026-05-08 12:57:24] admin/Rick**

> If you want me to apply the same to your other store, just send me a preview link to the theme you're working there, as well, and I'll get it done for you.

**[2026-05-08 12:58:46] user/Jens de Buhr**

> placement is fine. The heart is not aligned with shopping cart. can you check that ?

**[2026-05-08 12:59:18] admin/Rick**

> Sure, let me have a check ..

**[2026-05-08 12:59:36] admin/Rick**

> Also, did you notice the messsage I sent regarding the favor I mentioned earlier? 🥹

**[2026-05-08 13:00:00] user/Jens de Buhr**

> Yes I will update the reviews

**[2026-05-08 13:00:28] admin/Rick**

> Wow! I appreciate your kindness 😍 ﻿Can't wait to read your kind words.

**[2026-05-08 13:01:39] admin/Rick**

> This message was deleted

**[2026-05-08 13:01:55] admin/Rick**

> Working on the alignment ..

**[2026-05-08 13:04:24] user/Jens de Buhr**

> Reviews submited

**[2026-05-08 13:08:10] admin/Rick**

> Can't thank you enough 🥹
>  Would you mind if I ask under which store's name you submitted it?

**[2026-05-08 13:09:36] user/Jens de Buhr**

> eu.sennheiser-hearing.com

**[2026-05-08 13:10:32] admin/Rick**

> Got it! Thanks again 🫶🏻
>  I'll be back with you shortly ..

**[2026-05-08 13:18:03] admin/Rick**

> Should be all OK now:
>  [Image]
>  Also, the mobile-view:
>  [Image]

**[2026-05-08 14:29:03] user/Jens de Buhr**

> Yes it is looking good I will let you know if need any changes once confirm with senior

**[2026-05-08 14:29:41] admin/Rick**

> Great!
>  Sure, we do offer support that is active almost 24/7, so please don't hesitate to reach out if you face any questions/issues 😇

**[2026-05-08 14:29:53] admin/Rick**

> It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
> 
>  Have a great day! 🫶🏻
>  [GIF]

**[2026-05-08 22:30:26] admin/Rick [note]**

> 4-star review received
>  https://discord.com/channels/838313036149162025/1502396746607759360/1502396746607759360

**[2026-05-11 15:09:00] admin/Rick [note]**

> Nilou got them to update to 5 stars 😍

</details>
