---
conversation_id: "215474147301759"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474147301759?view=List"
shopify_domain: "89b717.myshopify.com"
shopify_url: "https://89b717.myshopify.com"
company_name: "Hadiyyeh"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-01T21:59:23Z"
closed_at: "2026-05-01T22:30:53Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "JOR"
region_source: "contact_location"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Harry"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Sanad Sawadheh"
customer_email: "sanad-sawadha@hotmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 69
seconds_to_first_admin_reply: 69
seconds_from_start_to_review_ask: 716
seconds_from_handoff_to_review_ask: 647
seconds_from_first_reply_to_review_ask: 647
review_asked: true
review_ask_admin_name: "Harry"
num_messages: 32
customer_message_count: 13
admin_message_count_total: 15
note_count: 0
customer_word_count: 220
admin_word_count: 198
count_reopens: 0
count_assignments: 6
handling_time_seconds: 1168
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: "215474149572853"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474149572853?view=List"
review_rating: 5
review_posted_at: "2026-05-02T02:16:36Z"
seconds_from_ask_to_review: 14717
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 215474147301759 — Hadiyyeh ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474147301759?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474149572853?view=List)  ·  🔗 [Visit Shopify store](https://89b717.myshopify.com)

## Overview
- **Merchant:** Sanad Sawadheh — `sanad-sawadha@hotmail.com` (personal address on a free email provider)
- **Store:** 89b717.myshopify.com · 🌍 Amman, Amman Governorate, Jordan
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** JOD
- **Store created on Shopify:** 2023-12-22

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2024-09-23 20:55:54 UTC
- **Install to conversation start:** 1y 7mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 563
- **Wishlist items count:** 224

## Summary
The merchant could not move the wishlist button on their homepage to the bottom right corner, partly due to a plan restriction. Agent Harry fixed the button positioning directly, then explained how the merchant could reposition it themselves in future via the app settings. A secondary issue with the wishlist button blocking menu text on mobile was self-resolved by the merchant, who moved the button to product and collection pages only.

> "I wanted to ask as well. Am I missing a button or something or should I reach out when I need to move it?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 21:59:23 | +0s | — |
| Handed to human (Harry) | 2026-05-01 22:00:32 | +1m 9s | +0s |
| First reply to customer | 2026-05-01 22:00:32 | +1m 9s | +0s |
| Review requested by Harry | 2026-05-01 22:11:19 | +11m 56s | +10m 47s |
| Conversation closed | 2026-05-01 22:30:53 | +31m 30s | +30m 21s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-02 02:16:36 | +4h 17m | +4h 16m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Wishlist button position locked / plan restriction | The merchant wanted to move the wishlist button from the bottom left to the bottom right of their homepage but was blocked by a plan upgrade requirement. | yes |
| 2 | How-To / Setup | Repositioning wishlist button independently | The merchant asked whether there was a setting they could use to reposition the button themselves without contacting support. | yes |
| 3 | Technical Bug | Wishlist button blocking mobile menu content | The wishlist button was overlapping and blocking text in the main menu on mobile view. | 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 collected initial context from the merchant and routed the conversation to the human support team, also requesting a conversation rating.

## Review request
- **Asked:** Yes — +11m 56s after conversation start (+10m 47s after human handoff)
- **Requested by:** Harry
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-02 02:16:36 UTC
- **Time from ask to review publish:** +4h 5m
- **Time from conversation start to publish:** +4h 17m
- **Match method:** `ok`
- **Shop name on review:** Hadiyyeh
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Great customer care. Harry is a wonderful guy

## Statistics
- **Messages:** 32 (13 customer, 15 admin)
- **Internal notes:** 0
- **Word count:** customer 220, admins 198
- **Total handling time (Intercom):** +19m 28s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 1 (Harry)
- **Primary assignee:** Harry
- **Team / Inbox:** Chat 2

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced initial frustration with the wishlist button placement but the teammate provided effective solutions, resolving the issues and resulting in a positive interaction.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Wishlist button position could not be changed by the merchant without a plan upgrade

## Full transcript
<details>
<summary>Click to expand — 32 messages</summary>

**[2026-05-01 21:59:23] user/Sanad Sawadheh [source]**

> Hi. Why can't I move the wishlist button on my homepage to the bottom right corner?

**[2026-05-01 21:59:33] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share any other details about your wishlist button or homepage setup to help them assist you better?

**[2026-05-01 22:00:07] bot/Luna**

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

**[2026-05-01 22:00:17] user/Sanad Sawadheh**

> I have an issue that's slowing me down

**[2026-05-01 22:00:17] bot/Luna**

> Thank you, 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:

**[2026-05-01 22:00:18] bot/Luna**

> [Conversation Rating Request]

**[2026-05-01 22:00:18] 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 sanad-sawadha@hotmail.com.

**[2026-05-01 22:00:32] admin/Harry**

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

**[2026-05-01 22:00:33] user/Sanad Sawadheh**

> I can't access the homepage button it says I need to upgrade my plan. But I can't move the wishlist button that's on my homepage to the bottom right. It's at the bottom left now and I can't move it

**[2026-05-01 22:00:49] user/Sanad Sawadheh**

> Hi Harry. I have sent a message about my issue. Please assist

**[2026-05-01 22:02:05] admin/Harry**

> Thank you for sharing this with me. I'll check it right away and get back to you shortly. Does that sound good?

**[2026-05-01 22:02:13] user/Sanad Sawadheh**

> Sure thanks

**[2026-05-01 22:02:59] admin/Harry**

> My pleasure! 😊

**[2026-05-01 22:04:15] admin/Harry**

> Thank you for your patience!
>  It should be fixed now. Could you please check it and confirm?

**[2026-05-01 22:04:31] user/Sanad Sawadheh**

> Yes just a second please

**[2026-05-01 22:04:47] admin/Harry**

> Sure, I'll be here.

**[2026-05-01 22:05:03] user/Sanad Sawadheh**

> Thank you so much I appreciate it. I wanted to ask as well. Am I missing a button or something or should I reach out when I need to move it?

**[2026-05-01 22:05:28] admin/Harry**

> You're very welcome! 😊

**[2026-05-01 22:07:23] admin/Harry**

> Oh, no problem! You can reposition it from Wishlist tab &gt; Customize Appearance &gt; My Wishlist Access:
> 
>  [Image]
>  We'll also be here and would be happy to help you move it 😊

**[2026-05-01 22:07:38] user/Sanad Sawadheh**

> Now I'm facing another issue to be honest. When a customer opens the main menu. They can't choose the language on the bottom of the menu. It seems that it blocks some things on the menu either on the left or right. Is there something you usually do when someone faces this issue?

**[2026-05-01 22:09:23] admin/Harry**

> I’m not sure I fully understand. Could you please share more details or a screenshot of the issue so I can assist you more effectively?

**[2026-05-01 22:09:50] user/Sanad Sawadheh**

> I just removed it from the home page &amp; made it visible on product &amp; collection pages. It's just it was blocking some text on the menu on the mobile view

**[2026-05-01 22:09:55] user/Sanad Sawadheh**

> But it's all good now

**[2026-05-01 22:10:03] user/Sanad Sawadheh**

> Thank you so much👍

**[2026-05-01 22:10:20] admin/Harry**

> Oh, I'm glad to hear that. Thank you for letting me know!

**[2026-05-01 22:10:28] admin/Harry**

> Is there anything else I can help you with?

**[2026-05-01 22:11:19] admin/Harry**

> 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: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-01 22:17:23] user/Sanad Sawadheh**

> Thank you Harry

**[2026-05-01 22:17:31] user/Sanad Sawadheh**

> I'll write a review sure my pleasure to do so

**[2026-05-01 22:17:53] admin/Harry**

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

**[2026-05-01 22:31:04] bot/Luna**

> Help Harry understand how they’re doing:

**[2026-05-01 22:31:04] bot/Luna**

> [Conversation Rating Request]

</details>
