---
conversation_id: "215474264610933"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474264610933?view=List"
shopify_domain: "c1jayp-yu.myshopify.com"
shopify_url: "https://c1jayp-yu.myshopify.com"
company_name: "Shop Coastal Knot"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-12T01:13:14Z"
closed_at: "2026-05-12T02:01:07Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Grace", "Miles", "Mo Ramez"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Maria Macalalad"
customer_email: "orders@shopcoastalknot.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "orders"
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 207
seconds_from_start_to_review_ask: 842
seconds_from_handoff_to_review_ask: 841
seconds_from_first_reply_to_review_ask: 635
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 75
customer_message_count: 28
admin_message_count_total: 42
note_count: 4
customer_word_count: 205
admin_word_count: 739
count_reopens: 2
count_assignments: 2
handling_time_seconds: 2676
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: null
review_ticket_id: "215474269608675"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474269608675"
review_rating: 5
review_posted_at: "2026-05-12T12:05:54Z"
seconds_from_ask_to_review: 38318
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 215474264610933 — Shop Coastal Knot ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474264610933?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215474269608675)  ·  🔗 [Visit Shopify store](https://c1jayp-yu.myshopify.com)

## Overview
- **Merchant:** Maria Macalalad — `orders@shopcoastalknot.com` (team mailbox (`orders@…` — a shared inbox, not a single person))
- **Store:** c1jayp-yu.myshopify.com · 🌍 Orlando, Florida, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2026-03-23

## App usage — Notify Me!
- **Notify Me! plan:** Kickstart (YEARLY)
- **Installed on:** 2026-05-12 00:52:34 UTC
- **Install to conversation start:** 20 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0
- **Wishlist items count:** 4

## Summary
Tom (husband of merchant Maria Macalalad) reached out after newly installing the Notify Me app on their pre-launch store Coastal Knot. Support agent Grace helped customize the wishlist button and confirmation message to match their brand color scheme, walked Tom through setting up the pre-order button for a specific product, and explained partial payment options. All issues were resolved and Tom left very satisfied.

> "Loved the 5-star service from Grace! She was super friendly, quick to respond, and had amazing ideas that helped the app perfectly match our luxury brand feel and color scheme. Highly recommend!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-12 01:13:14 | +0s | — |
| Handed to human (Grace) | 2026-05-12 01:13:15 | +1s | +0s |
| First reply to customer | 2026-05-12 01:16:41 | +3m 27s | +3m 26s |
| Review requested by Grace | 2026-05-12 01:27:16 | +14m 2s | +14m 1s |
| Conversation closed | 2026-05-12 02:01:07 | +47m 53s | +47m 52s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-12 12:05:54 | +10h 52m | +10h 52m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button setup | The merchant wanted to know how and where the pre-order functionality would apply for a product they had on order. | yes |
| 2 | How-To / Setup | Partial payment / deposit options | The merchant asked whether they could configure partial payment or deposit amounts for pre-orders. | yes |
| 3 | How-To / Setup | Widget customization | The merchant wanted the wishlist button and confirmation message styled to match their brand theme. | yes |
| 4 | How-To / Setup | Widget scope across pages | The merchant asked whether style changes applied to the product page would carry over to collection and other pages. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +14m 2s after conversation start (+14m 1s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-12 12:05:54 UTC
- **Time from ask to review publish:** +10h 38m
- **Time from conversation start to publish:** +10h 52m
- **Match method:** `ok`
- **Shop name on review:** Shop Coastal Knot
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:** *(empty — merchant only gave a star rating, no written feedback)*

## Statistics
- **Messages:** 75 (28 customer, 42 admin)
- **Internal notes:** 4
- **Word count:** customer 205, admins 739
- **Total handling time (Intercom):** +44m 36s
- **Reopens:** 2
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (Grace, Miles, Mo Ramez)
- **Primary assignee:** Grace
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** password-protected-store, Started by Proactive, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review, NM - New Installation - Proactive, password-protected, NM - New Installation &gt; Widget&#39;s ok, NM - Customization Suggestion

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
  - Remark: "oved the 5-star service from Grace!  She was super friendly, quick to respond, and had amazing ideas that helped the app perfectly match our luxury brand feel and color scheme."

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

## Full transcript
<details>
<summary>Click to expand — 75 messages</summary>

**[2026-05-12 01:13:14] user/Maria Macalalad [source]**

> I just installed Notify Me

**[2026-05-12 01:13:15] admin/Mo Ramez [note]**

> shopify_domain: c1jayp-yu.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

**[2026-05-12 01:13:21] admin/Miles [note]**

> 🔒 This store is password-protected

**[2026-05-12 01:13:42] bot/Luna**

> Hi there,
>  Welcome to Notify Me! We were about to check your widget setup, to make sure it's working perfectly, 🔍 but it looks like your shop is password-protected. Could you please share the password and let me know if you want to talk to the team? You can change it afterward for privacy. 🔐

**[2026-05-12 01:15:19] user/Maria Macalalad [open]**

> coastalk$

**[2026-05-12 01:15:22] bot/Luna**

> Is it password?

**[2026-05-12 01:15:27] user/Maria Macalalad**

> Yes

**[2026-05-12 01:15:27] bot/Luna**

> Sure, I'll get one of our team members for you.

**[2026-05-12 01:15:28] 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 orders@shopcoastalknot.com.

**[2026-05-12 01:16:41] admin/Grace**

> Hi there, dear Maria!
>  This is Grace from Notify Me Support.
>  How are you today? (:

**[2026-05-12 01:17:08] user/Maria Macalalad**

> good, you are actually talking with Tom Marias husband :)

**[2026-05-12 01:18:01] admin/Grace**

> Oh, Hi Tom 😅
>  How are you today?

**[2026-05-12 01:18:30] user/Maria Macalalad**

> I am good and ready to see how this app will play with our Coastal Knot site

**[2026-05-12 01:18:49] user/Maria Macalalad**

> we are not live yet but very close

**[2026-05-12 01:20:04] admin/Grace**

> Well I hope everything goes well for you and the big launch becomes a huge success😍
> 
> 
>  Notify Me button seems to be perfectly set up, and it already matches your beautiful shop.
> 
>  I wanted to let you know that we can customize our widget to better align with your theme. Here is a suggestion for the wishlist button at bottom left:
>  ﻿​﻿﻿Before:
>  [Image]
>  After:
>  [Image]
>  What do you think? If you're interested in these changes (or any other style), just let me know and I'll take care of it, absolutely free of charge! 😊
> 
>  Do you like it Tom?😍

**[2026-05-12 01:22:38] user/Maria Macalalad**

> yes that hits well same color scheme, nice

**[2026-05-12 01:23:05] admin/Grace**

> Great (:
>  I'm glad you like it, Let me apply the changes for you

**[2026-05-12 01:23:11] admin/Grace**

> [GIF]

**[2026-05-12 01:25:45] admin/Grace**

> All done!
>  tadaa✨
>  The changes are live
>  Could you please check it out and let me know if you like how it looks?😍
>  [Image]

**[2026-05-12 01:26:07] user/Maria Macalalad**

> Where would the preorder come into play? as we do have 20 of the Boracay Tote on order

**[2026-05-12 01:26:47] admin/Grace**

> I can help you with setting up the preorder 🙌

**[2026-05-12 01:26:58] admin/Grace**

> 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]

**[2026-05-12 01:27:16] admin/Grace**

> 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.
>  Does that sound good?

**[2026-05-12 01:29:09] user/Maria Macalalad**

> sure

**[2026-05-12 01:29:48] admin/Grace**

> I will be right here,
>  Just let me know once you have set up these conditions (:

**[2026-05-12 01:29:54] admin/Grace**

> [GIF]

**[2026-05-12 01:30:52] user/Maria Macalalad**

> done: https://shopcoastalknot.com/products/boracay?variant=47315353338109

**[2026-05-12 01:31:12] admin/Grace**

> Checking🙌

**[2026-05-12 01:32:21] admin/Grace**

> The Preorder button is live and looking great
>  and the product is being added to the cart as preorder,
>  Great job (:
>  [Image]

**[2026-05-12 01:32:44] user/Maria Macalalad**

> I am guessing we have the ability to change preorder amt etc

**[2026-05-12 01:34:25] admin/Grace**

> Could you please clarify what you mean Tom?

**[2026-05-12 01:35:03] user/Maria Macalalad**

> like under payment type: full payment or accept a deposit amount

**[2026-05-12 01:37:11] admin/Grace**

> Yes,
>  If you decide to select partial payment instead of full payment for preorder that section will display the partial payment amount
>  We have a help center article about partial payment
>  I'll attach it here in case it comes in handy
>  https://help.notify-me.io/en/articles/9650505-how-to-set-up-partial-payments-for-pre-orders

**[2026-05-12 01:37:31] user/Maria Macalalad**

> nice :)

**[2026-05-12 01:38:07] admin/Grace**

> I'm glad you like it 🙌

**[2026-05-12 01:38:33] admin/Grace**

> By the way, while I was reviewing your confirmation message, I noticed how it currently appears:
>  [Image] I had an idea that might help it better match your theme and make it stand out even more:
>  [Image]
> 
>  What do you think?
>  Would you be interested in exploring this customization?
>  Just reply to this message and I'll take care of it, absolutely free of charge! 😊

**[2026-05-12 01:39:10] admin/Grace**

> To explain a bit
>  Confirmation message is the message that pops up after the customers enter their contact points in the form to be notified.😍

**[2026-05-12 01:39:41] user/Maria Macalalad**

> yes please

**[2026-05-12 01:40:47] user/Maria Macalalad**

> will what you customize on the product pages carry over to collections and other areas or is that not in the free trial

**[2026-05-12 01:41:39] admin/Grace**

> I'll take care of it for you now (:

**[2026-05-12 01:41:51] user/Maria Macalalad**

> 👍

**[2026-05-12 01:42:45] admin/Grace**

> To answer your question, Yes, If I apply any style changes to the product page button that change will also be displayed on the collection and home page button,
>  Is that what you mean Tom?

**[2026-05-12 01:43:06] user/Maria Macalalad**

> yes

**[2026-05-12 01:43:41] admin/Grace**

> [GIF]

**[2026-05-12 01:44:01] user/Maria Macalalad**

> [GIF]

**[2026-05-12 01:44:50] admin/Grace**

> All done✨😍
>  [Image]

**[2026-05-12 01:45:05] user/Maria Macalalad**

> Beautiful!

**[2026-05-12 01:45:06] admin/Grace**

> What do you think?
>  👍 or👎?

**[2026-05-12 01:45:14] admin/Grace**

> [GIF]

**[2026-05-12 01:45:15] user/Maria Macalalad**

> Big Thumbs UP! ​

**[2026-05-12 01:45:28] admin/Grace**

> [GIF]

**[2026-05-12 01:46:08] admin/Grace**

> I'm so glad you liked the my suggestion ((:

**[2026-05-12 01:46:14] admin/Grace**

> I'm always happy to help Tom
>  is there anything else I can help you out with at the moment ?(:

**[2026-05-12 01:46:31] admin/Grace [note]**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-12 01:46:48] user/Maria Macalalad**

> that is a great start, I will read up more and explore the app in the morning

**[2026-05-12 01:47:00] user/Maria Macalalad**

> All set for now

**[2026-05-12 01:47:29] admin/Grace [note]**

> if I managed to make your day a bit easier, can you consider giving me a quick 5 star review ?✨
>  🥹
>  And if you happen to mention my name that would be the cherry on top and a huge help

**[2026-05-12 01:48:06] admin/Grace**

> I'm glad to hear it,😍
>  If you find yourself having any questions or needing any help just reach out and we will help out

**[2026-05-12 01:48:14] admin/Grace**

> [GIF]

**[2026-05-12 01:48:21] user/Maria Macalalad**

> Thank you so much!

**[2026-05-12 01:48:28] admin/Grace**

> Also,I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-05-12 01:48:37] user/Maria Macalalad**

> yes

**[2026-05-12 01:49:18] admin/Grace**

> if you were happy with the customer service you received, can you consider giving me a quick 5 star review ?✨
>  🥹
>  And if you happen to mention my name that would be the cherry on top and a huge help🍒
> 
>  You can write it here if you'd like: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-12 01:49:33] admin/Grace**

> [GIF]

**[2026-05-12 01:49:37] user/Maria Macalalad**

> Loved the 5-star service from Grace!

**[2026-05-12 01:49:56] user/Maria Macalalad**

> On it!

**[2026-05-12 01:50:20] admin/Grace**

> 🥹🤍
>  [GIF]

**[2026-05-12 01:50:54] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy (:
>  I look forward to reading it 🥹

**[2026-05-12 01:51:42] user/Maria Macalalad**

> Have a great end to your shift! Till next time!

**[2026-05-12 01:52:23] admin/Grace**

> Thank you so much again😍
>  Wishing you and your wife lots of success with your launch 🥳
>  Feel free to reach out anytime

**[2026-05-12 01:52:30] admin/Grace**

> [GIF]

**[2026-05-12 01:52:48] admin/Grace**

> It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. (:
> 
>  Have a great day! 🙌🏻

**[2026-05-12 01:53:00] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-12 01:53:01] bot/Luna**

> [Conversation Rating Request]

**[2026-05-12 01:53:42] user/Maria Macalalad [open]**

> Loved the 5-star service from Grace! She was super friendly, quick to respond, and had amazing ideas that helped the app perfectly match our luxury brand feel and color scheme. Highly recommend!

</details>
