---
conversation_id: "215474193979717"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474193979717?view=List"
shopify_domain: "levia-no.myshopify.com"
shopify_url: "https://levia-no.myshopify.com"
company_name: "Levia.no"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-06T09:01:03Z"
closed_at: "2026-05-06T09:23:10Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "NOR"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Mason"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Aina Eidesvik"
customer_email: "post@levia.no"
contact_email_type: "team_mailbox"
contact_email_role_hint: "post"
seconds_to_human_handoff: 211
seconds_to_first_admin_reply: 232
seconds_from_start_to_review_ask: 779
seconds_from_handoff_to_review_ask: 568
seconds_from_first_reply_to_review_ask: 547
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 47
customer_message_count: 13
admin_message_count_total: 22
note_count: 1
customer_word_count: 204
admin_word_count: 249
count_reopens: 1
count_assignments: 5
handling_time_seconds: 1116
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: 5
review_ticket_id: "215474200933813"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474200933813?view=List"
review_rating: 5
review_posted_at: "2026-05-06T18:17:44Z"
seconds_from_ask_to_review: 32622
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 215474193979717 — Levia.no ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474193979717?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474200933813?view=List)  ·  🔗 [Visit Shopify store](https://levia-no.myshopify.com)

## Overview
- **Merchant:** Aina Eidesvik — `post@levia.no` (team mailbox (`post@…` — a shared inbox, not a single person))
- **Store:** levia-no.myshopify.com · 🌍 Bergen, Vestland, Norway
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** NOK
- **Store created on Shopify:** 2022-01-11

## App usage — Notify Me!
- **Notify Me! plan:** Starter (YEARLY)
- **Installed on:** 2024-06-07 12:59:47 UTC
- **Install to conversation start:** 1y 11mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1819
- **Wishlist items count:** 0

## Summary
The merchant reported that their Notify Me back-in-stock app had stopped working despite the app embed being active. The AI bot Luna attempted basic troubleshooting steps but could not resolve the issue, so the merchant was escalated to human agent Mason. Mason investigated the store directly, resolved the issue, and the merchant confirmed it was working again.

> "We've been using Notify Me for a long time now and it has become a really important tool for our store. The back in stock notifications work extremely well for us and consistently help generate sales when products return."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-06 09:01:03 | +0s | — |
| Handed to human (Mason) | 2026-05-06 09:04:34 | +3m 31s | +0s |
| First reply to customer | 2026-05-06 09:04:55 | +3m 52s | +21s |
| Review requested by Mason | 2026-05-06 09:14:02 | +12m 59s | +9m 28s |
| Conversation closed | 2026-05-06 09:23:10 | +22m 7s | +18m 36s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-06 18:17:44 | +9h 16m | +9h 13m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Back-in-stock notify button not working | The merchant asked why the Notify Me app for back-in-stock messaging had stopped working even though the app embed was enabled. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided standard troubleshooting steps for the Notify Me app, but when the issue persisted, it collected additional context and escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +12m 59s after conversation start (+9m 28s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-06 18:17:44 UTC
- **Time from ask to review publish:** +9h 3m
- **Time from conversation start to publish:** +9h 16m
- **Match method:** `ok`
- **Shop name on review:** Levia.no
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> We’ve been using Notify Me for a long time now and it has become a really important tool for our store. The back in stock notifications work extremely well for us and consistently help generate sales when products return. It also makes purchasing and inventory planning much easier because we can clearly see customer demand. The app has several other useful features as well, including pre-orders, but the back in stock functionality is definitely the standout for us. Customer support has also been excellent whenever we’ve needed technical help — special thanks to Mason for quick responses and very friendly service. Highly recommended!

## Statistics
- **Messages:** 47 (13 customer, 22 admin)
- **Internal notes:** 1
- **Word count:** customer 204, admins 249
- **Total handling time (Intercom):** +18m 36s
- **Reopens:** 1
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Mason)
- **Primary assignee:** Mason
- **Team / Inbox:** Chat 1

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 1

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced an issue with the Notify app which the AI Agent could not resolve, leading to a handoff to a teammate who quickly fixed the problem. The customer expressed strong positive sentiment and praised both the product and the teammate's support.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Back-in-stock notify button stopped functioning despite app embed being active

## Full transcript
<details>
<summary>Click to expand — 47 messages</summary>

**[2026-05-06 09:01:03] user/Aina Eidesvik [source]**

> hi there! our notify app (we use it for back in stock messaging) have stopped working a while back. can you see any issues here for us ? i see the app embed is on

**[2026-05-06 09:01:19] bot/Luna**

> Hi Aina 👋 I’m Luna, your AI assistant here to help! If needed, a human teammate can jump in too.
>  Answer: If the app embed is already on, the issue is usually related to product settings or how the button is triggered.
>  Steps to check:
>  - Product must be sold out (0 inventory) and have Track quantity enabled
> - Make sure “Continue selling when out of stock” is turned off
> - Confirm the product is active and published
> - Test the button and check if requests appear in the app
> - Ensure no duplicate “Notify Me” buttons from another app/theme are interfering
>  Extra: If everything looks correct, share a product link where it’s not working so it can be checked more closely.

**[2026-05-06 09:01:19] bot/Luna**

> Is that what you were looking for?

**[2026-05-06 09:02:09] user/Aina Eidesvik**

> kt

**[2026-05-06 09:02:13] bot/Luna**

> Thanks for the update! If you have any more questions or need further help, just let me know. I'm here to assist! 😊

**[2026-05-06 09:02:17] user/Aina Eidesvik [open]**

> it is still not working

**[2026-05-06 09:02:18] bot/Luna**

> Help Luna understand how they’re doing:

**[2026-05-06 09:02:18] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 09:02:21] bot/Luna**

> Thanks for letting me know it’s still not working! Would you like me to connect you with a human agent? Or if you can share more details about the product or settings, I’m happy to keep helping you troubleshoot.

**[2026-05-06 09:02:34] user/Aina Eidesvik**

> yes please

**[2026-05-06 09:02:38] bot/Luna**

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

**[2026-05-06 09:03:12] bot/Luna**

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

**[2026-05-06 09:03:20] user/Aina Eidesvik**

> A major feature has stopped working

**[2026-05-06 09:03:21] bot/Luna**

> Got it, I've assigned you to the team. ✋🏻 ​ In the meantime, Could you add any more details and examples? (e.g., screenshots and relevant URLs) It’ll help our teammates understand and assist you faster. ​ Also please help us understand your experience with my help as AI agent:

**[2026-05-06 09:03:21] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 09:03:22] 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 post@levia.no.

**[2026-05-06 09:03:26] bot/Luna [conversation_summary]**

> Question The customer contacted us because the Notify app for back-in-stock messaging stopped working despite the app embed being active. Summary • Customer reports Notify app for back-in-stock messaging stopped working despite app embed being active.
> • AI suggests checking product inventory (0 stock), track quantity enabled, “Continue selling when out of stock” off, product published, and no duplicate buttons.
> • Customer confirms issue persists; requests human agent assistance.
> • AI connects customer to support team, requests additional details, examples, and feedback on AI help.
> • Support team assigned; customer informed of response time and communication channels.

**[2026-05-06 09:04:55] admin/Mason**

> Hi there,
>  I hope you're doing well.
>  This is Mason from the Customer Care Team.

**[2026-05-06 09:05:18] admin/Mason**

> Sure thing, I will check your store now, then get back to you shortly.

**[2026-05-06 09:05:25] user/Aina Eidesvik**

> ok great

**[2026-05-06 09:09:41] admin/Mason**

> Thanks for being patient with me.

**[2026-05-06 09:09:44] admin/Mason**

> Could you please take a moment and check it now?

**[2026-05-06 09:11:18] user/Aina Eidesvik**

> yeess perfect :)

**[2026-05-06 09:11:21] user/Aina Eidesvik**

> thank you!!

**[2026-05-06 09:12:19] admin/Mason**

> You're most welcome.

**[2026-05-06 09:12:28] admin/Mason**

> Is there anything else I can help you with?

**[2026-05-06 09:13:19] user/Aina Eidesvik**

> no thank you - thanks again for your help and have a nice day!

**[2026-05-06 09:13:54] admin/Mason**

> It is extremely my pleasure.

**[2026-05-06 09:14:02] admin/Mason**

> 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! 🍒😍

**[2026-05-06 09:14:23] admin/Mason**

> [GIF]

**[2026-05-06 09:14:27] admin/Mason [note]**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-06 09:14:37] user/Aina Eidesvik**

> 😅

**[2026-05-06 09:14:45] user/Aina Eidesvik**

> ok where ?

**[2026-05-06 09:14:53] admin/Mason**

> Thanks so much!

**[2026-05-06 09:14:54] admin/Mason**

> You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-06 09:15:08] admin/Mason**

> Dear Aina, since Shopify has been running a new process for validating the reviews, it won't publish it immediately and I can read your review with a 2-3 day delay. Would you please let me know when you submit your review so that I can keep it in mind to read it when it's published?

**[2026-05-06 09:15:10] admin/Mason**

> That would mean a lot to me.😊

**[2026-05-06 09:15:44] user/Aina Eidesvik**

> ok i will do it now, so it will be submitted within 2 minutes :)

**[2026-05-06 09:16:12] admin/Mason**

> [GIF]

**[2026-05-06 09:16:47] admin/Mason**

> Thank you so much! That really means a lot to me and will definitely brighten my day.

**[2026-05-06 09:19:01] user/Aina Eidesvik**

> good :) i published this one " We’ve been using Notify Me for a long time now and it has become a really important tool for our store. The back in stock notifications work extremely well for us and consistently help generate sales when products return. It also makes purchasing and inventory planning much easier because we can clearly see customer demand.
>  The app has several other useful features as well, including pre-orders, but the back in stock functionality is definitely the standout for us.
>  Customer support has also been excellent whenever we’ve needed technical help — special thanks to Mason for quick responses and very friendly service. Highly recommended!" have a nice day :)!!

**[2026-05-06 09:20:00] admin/Mason**

> [GIF]

**[2026-05-06 09:20:14] admin/Mason**

> Wow, thanks a ton for your kind words.

**[2026-05-06 09:23:06] admin/Mason**

> Dear Aina,
> 
>  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. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.

**[2026-05-06 09:23:08] admin/Mason**

> Have a great day! 🙌🏻

**[2026-05-06 09:23:21] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-06 09:23:21] bot/Luna**

> [Conversation Rating Request]

</details>
