---
conversation_id: "215474244027050"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474244027050?view=List"
shopify_domain: "2gzhbz-ip.myshopify.com"
shopify_url: "https://2gzhbz-ip.myshopify.com"
company_name: "Haven & Hue Co."
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-10T12:45:15Z"
closed_at: "2026-05-10T15:15:32Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Mason", "Nareh"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Michelle Mckean"
customer_email: "info@havenandhuebox.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "info"
seconds_to_human_handoff: 262
seconds_to_first_admin_reply: 262
seconds_from_start_to_review_ask: 8810
seconds_from_handoff_to_review_ask: 8548
seconds_from_first_reply_to_review_ask: 8548
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 103
customer_message_count: 46
admin_message_count_total: 45
note_count: 6
customer_word_count: 558
admin_word_count: 1033
count_reopens: 0
count_assignments: 5
handling_time_seconds: 8770
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: "215474246311012"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474246311012?view=List"
review_rating: 5
review_posted_at: "2026-05-10T18:18:03Z"
seconds_from_ask_to_review: 11158
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 215474244027050 — Haven & Hue Co. ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474244027050?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474246311012?view=List)  ·  🔗 [Visit Shopify store](https://2gzhbz-ip.myshopify.com)

## Overview
- **Merchant:** Michelle Mckean — `info@havenandhuebox.com` (team mailbox (`info@…` — a shared inbox, not a single person))
- **Store:** 2gzhbz-ip.myshopify.com · 🌍 Philadelphia, Pennsylvania, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2026-04-17

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2026-05-09 12:41:23 UTC
- **Install to conversation start:** 1 day before this conversation
- **Status:** REMOVED
- **Total back-in-stock requests received:** 2
- **Wishlist items count:** 2

## Summary
Merchant Michelle Mckean wanted to use a pre-order/waitlist button with deposit or no-payment-upfront functionality to track interest before launching her first subscription box. After exploring pre-order and back-in-stock options, agent Mason walked her through using the Back in Stock 'Notify Me' feature with SMS notifications, and also arranged for the GDPR double-consent feature (normally Rocket plan only) to be unlocked on her Starter plan. A 400 error with the test email consent link was identified as a non-issue caused by using the test-email function rather than a real submission, and the feature ultimately worked correctly.

> "LOL that doesn'y look very pretty. Can't I just use a button like back in stock and make it to text the customer they are on the waitlist and it also let's me know that I have a sign up?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-10 12:45:15 | +0s | — |
| Handed to human (Mason) | 2026-05-10 12:49:37 | +4m 22s | +0s |
| First reply to customer | 2026-05-10 12:49:37 | +4m 22s | +0s |
| Review requested by Mason | 2026-05-10 15:12:05 | +2h 26m | +2h 22m |
| Conversation closed | 2026-05-10 15:15:32 | +2h 30m | +2h 25m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-10 18:18:03 | +5h 32m | +5h 28m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order button with deposit / waitlist setup | Merchant wanted to set up a pre-order button that collects a deposit (or no payment) and tracks signups until 25 customers join before launching. | yes |
| 2 | Technical Bug | Back in Stock notifications not sending SMS/email | Merchant reported that customers who clicked the Back in Stock button never received a text or email confirmation. | yes |
| 3 | Technical Bug | 400 Bad Request on GDPR consent link | Merchant reported a 400 Bad Request error when clicking the opt-in link in the test email. | yes |
| 4 | Feature Request | GDPR double-consent on Starter plan | Merchant asked if the GDPR double-consent feature (normally Rocket plan) could be made available on her Starter plan. | yes |
| 5 | How-To / Setup | Shopify customer integration / email collection | Merchant asked whether customer emails are saved in Shopify or only in the Notify Me app. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna (AI bot) gathered initial context from the merchant, asked for clarifying details and screenshots, categorised the contact reason, assigned the conversation to the human support team, and summarised the issue in an internal note.

## Review request
- **Asked:** Yes — +2h 26m after conversation start (+2h 22m after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-10 18:18:03 UTC
- **Time from ask to review publish:** +3h 5m
- **Time from conversation start to publish:** +5h 32m
- **Match method:** `ok`
- **Shop name on review:** Haven & Hue Co.
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 103 (46 customer, 45 admin)
- **Internal notes:** 6
- **Word count:** customer 558, admins 1033
- **Total handling time (Intercom):** +2h 26m
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

## People involved
- **Agents who worked on it:** 2 (Mason, Nareh)
- **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 initial frustration with product features not working as expected but received detailed, helpful support from the teammate, leading to successful resolution and positive sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - GDPR double-consent feature locked behind Rocket plan (manually unlocked by team for this merchant)
- Shopify customer integration requires Standard plan upgrade

## Full transcript
<details>
<summary>Click to expand — 103 messages</summary>

**[2026-05-10 12:45:15] user/Michelle Mckean [source]**

> I would like to use the pre-order button with asking for a deposit. I need it for myself to know when I hit my first 25 customers so I can launch our first box.

**[2026-05-10 12:45:45] bot/Luna**

> I'll connect you with someone from our team who can assist with this. Meanwhile, could you share any specific details or requirements you have for the pre-order button and deposit feature? This will help them support you better.

**[2026-05-10 12:46:20] bot/Luna**

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

**[2026-05-10 12:46:43] user/Michelle Mckean**

> A major feature has stopped working

**[2026-05-10 12:46:44] 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:

**[2026-05-10 12:46:44] bot/Luna**

> [Conversation Rating Request]

**[2026-05-10 12:46:45] 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 info@havenandhuebox.com.

**[2026-05-10 12:46:48] bot/Luna [conversation_summary]**

> Question The customer contacted us to request a pre-order button with a deposit feature to track the first 25 customers before launching their box. Summary • Customer requests a pre-order button with a deposit feature to track first 25 customers before launching their box.
> • Bot offers to connect customer with support team and asks for specific details to assist better.
> • Customer selects "A major feature has stopped working" as contact reason.
> • Bot assigns customer to team, requests additional details (screenshots, URLs) for faster assistance.
> • Bot informs customer of typical reply time (few hours) and confirms communication channels.

**[2026-05-10 12:47:05] user/Michelle Mckean**

> I would like to use the pre-order button with asking for a deposit. I need it for myself to know when I hit my first 25 customers so I can launch our first box.

**[2026-05-10 12:48:12] user/Michelle Mckean**

> When customers clicked on the back in stock button I was using as hold my spot, they never recieved a text nor did I receive that someone was interested in a subscription box.

**[2026-05-10 12:49:37] admin/Mason**

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

**[2026-05-10 12:50:00] admin/Mason**

> Let me take a look at your panel, I will get back to you shortly.

**[2026-05-10 12:52:13] user/Michelle Mckean**

> Ok

**[2026-05-10 12:52:51] user/Michelle Mckean**

> I'd also like to use text/email signup on my homepage where is says join the waitlist - email.

**[2026-05-10 12:53:15] user/Michelle Mckean**

> I'd like that to collect both emails and send text messages

**[2026-05-10 12:58:38] admin/Mason**

> I see that you have now disabled the pre-order feature. By default, the pre-order product cost is collected in full upfront from the customer until the product becomes available and you want to fulfill it.
>  [Image]

**[2026-05-10 12:59:15] user/Michelle Mckean**

> I was going to use that but I don't want payment taken until I launch

**[2026-05-10 13:01:54] admin/Mason**

> I understand. You can use the partial payment feature and set it to 0 percent. This way, no cost will be charged to the customer initially, until you specify a time frame, such as seven days after the purchase is registered or a specific date you choose.
>  [Image] [Image]

**[2026-05-10 13:04:33] user/Michelle Mckean**

> LOL that doesn'y look very pretty. Can't I just use a button like back in stock and make it to text the customer they are on the waitlist and it also let's me know that I have a sign up? Then when the launches is days from happening I update the out of stock to the say 25 and it then sends them a text that it's time to order?

**[2026-05-10 13:06:13] admin/Mason**

> Yes, you can use a "Back in Stock" button to let customers join a waitlist and notify them via SMS when the product is available again. Here’s how the process works:
>  - When a product is out of stock, the "Notify Me" button appears on the product page. Customers can enter their email or phone number to join the waitlist and receive a notification when the product is restocked.
> - To enable SMS notifications, go to your Notification settings, turn on SMS as a notification channel, and ensure the SMS field is visible in your subscription form.
> - When you restock the product (e.g., update inventory from 0 to 25), the app automatically sends notifications (including SMS, if enabled) to everyone who signed up.
> - You can track how many customers are waiting for a product and review individual requests in the app.
>  This setup allows you to capture interest, notify customers when it’s time to order, and keep track of sign-ups. How Notify Me! Works Key Features Overview

**[2026-05-10 13:08:22] user/Michelle Mckean**

> That's exactly what I want! I tried it this morning and never recieved a responding text saying my custom response of you are on the list.

**[2026-05-10 13:09:19] user/Michelle Mckean**

> Where in the app would I look for if someone entered their email address?

**[2026-05-10 13:09:37] admin/Mason**

> When a customer signs up, they only see a confirmation message on-screen—no SMS or email is sent immediately to confirm they are on the waitlist. The notification (SMS or email) is only sent when the product is restocked and available for purchase.

**[2026-05-10 13:09:54] user/Michelle Mckean**

> Oh

**[2026-05-10 13:10:42] admin/Mason**

> You can see the requests here:
> 
>  [Image]

**[2026-05-10 13:11:46] admin/Mason**

> Also, if you have GDPR double consent enabled, customers will receive a consent request via email or SMS, and notifications will only be sent after they confirm consent.
>  [Image]

**[2026-05-10 13:12:21] user/Michelle Mckean**

> Do I have that?

**[2026-05-10 13:15:23] admin/Mason**

> This feature is available in the Rocket plan, but if you want, I can talk to the team to see if I can make this feature available for you in the Starter plan or not.

**[2026-05-10 13:18:03] user/Michelle Mckean**

> That would be great!

**[2026-05-10 13:23:46] admin/Mason**

> Great, then I will talk to the team, and I will keep you posted.

**[2026-05-10 13:25:31] user/Michelle Mckean**

> How long do you think before we have an answer? I only have a couple more days on my trial.

**[2026-05-10 13:27:11] admin/Nareh [note]**

> on it

**[2026-05-10 13:28:05] admin/Mason**

> I am currently discussing this with the team and will provide you with an update shortly.🥹

**[2026-05-10 13:28:18] admin/Nareh [note]**

> Done

**[2026-05-10 13:28:18] user/Michelle Mckean**

> Amazing!

**[2026-05-10 13:28:39] admin/Nareh [note]**

> [Image]

**[2026-05-10 13:29:38] admin/Mason [note]**

> TY 🥹

**[2026-05-10 13:29:45] admin/Nareh [note]**

> You are veryyy welcome

**[2026-05-10 13:30:36] admin/Mason**

> Great news! The feature is now available for you. Could you please take a moment to check it out?
>  [Image] [Image]

**[2026-05-10 13:31:45] user/Michelle Mckean**

> Yay!!! Now let me see if I can find it, lol

**[2026-05-10 13:32:18] admin/Mason**

> Okay, take your time :)

**[2026-05-10 13:32:51] admin/Mason**

> You can find it on Back in Stock customization section.

**[2026-05-10 13:36:56] user/Michelle Mckean**

> The link they click to confirm is that my website?

**[2026-05-10 13:37:34] user/Michelle Mckean**

> or does the system have it's own consent link?

**[2026-05-10 13:48:05] user/Michelle Mckean**

> When I do an email test run and click opt in, it takes me to a page that say 400 bad request

**[2026-05-10 13:49:53] user/Michelle Mckean**

> Sorry had to refresh, lol

**[2026-05-10 13:51:22] user/Michelle Mckean**

> Still is sending me to 400 bad request

**[2026-05-10 13:53:04] admin/Mason**

> Sorry, I lost my connection.

**[2026-05-10 13:53:13] admin/Mason**

> Let me check it out. i will get back to you soon.

**[2026-05-10 13:53:25] user/Michelle Mckean**

> ok

**[2026-05-10 13:58:46] admin/Mason**

> Um, it seems there is a issue with it, I will transfer it to the technical team to investigate.

**[2026-05-10 13:59:42] user/Michelle Mckean**

> ok ty

**[2026-05-10 14:03:00] user/Michelle Mckean**

> As for the SMS consent url, what do I put there?

**[2026-05-10 14:09:16] admin/Mason**

> They will be directed to a page that only saves their confirmation request. It is a dedicated URL where customers only confirm the request to receive a notification when the product is restocked.

**[2026-05-10 14:13:36] admin/Mason**

> Sorry, did you use the test email option in the panel or did you submit a request and test it? Please note that if you use the test email option, you will only see the email (the link in that email is not valid).

**[2026-05-10 14:17:18] user/Michelle Mckean**

> I used the test

**[2026-05-10 14:17:28] user/Michelle Mckean**

> OHHHHH

**[2026-05-10 14:19:15] admin/Mason**

> Oh, could you place a request for a product and test it?

**[2026-05-10 14:22:05] user/Michelle Mckean**

> I did both and no text message or email

**[2026-05-10 14:25:31] admin/Mason**

> Let me see your panel.

**[2026-05-10 14:35:28] user/Michelle Mckean**

> ok

**[2026-05-10 14:35:51] user/Michelle Mckean**

> How?

**[2026-05-10 14:37:52] admin/Mason**

> I do not see that you have recently placed a request for the product, have you submitted a request through the product page?
>  [Image]

**[2026-05-10 14:39:18] user/Michelle Mckean**

> I had to use a different email address because when I tried it it said my spot was saved already. Let me try again

**[2026-05-10 14:40:24] user/Michelle Mckean**

> This time I just did my cell number

**[2026-05-10 14:43:35] admin/Mason**

> I still do not see your request, I have only recently submitted one request and you can see that it is now displayed in the panel:
>  For this product:
>  https://havenandhuebox.com/products/the-haven-box?variant=53450825859256
>  [Image]

**[2026-05-10 14:44:33] user/Michelle Mckean**

> that test@test.com one if you click it it says failed. My other 2 must not have come through yet

**[2026-05-10 14:46:42] admin/Mason**

> Yes, because that is not a real email, I only entered it as a test. Do you not have a new email with which to submit the request?

**[2026-05-10 14:47:31] user/Michelle Mckean**

> mmckean4@yahoo.com

**[2026-05-10 14:47:44] user/Michelle Mckean**

> is what I entered when I retried it on my phone

**[2026-05-10 14:51:58] admin/Mason**

> That email already exists (before the GDPR feature was enabled)
>  [Image]

**[2026-05-10 14:52:04] admin/Mason**

> I have now deleted that request, could you please refresh your browser once and then submit the request again with the same email?

**[2026-05-10 14:52:12] user/Michelle Mckean**

> ok

**[2026-05-10 14:53:52] user/Michelle Mckean**

> That worked!!!!

**[2026-05-10 14:54:02] admin/Mason**

> Great then🤩

**[2026-05-10 14:54:33] user/Michelle Mckean**

> Can I delete the one from 19 hours ago and ask her to try again to get the text?

**[2026-05-10 14:56:05] user/Michelle Mckean**

> Then next silly question.....do all the emails get saved under customers in shopify or do I use Notify to market to my customers?

**[2026-05-10 14:57:04] admin/Mason**

> Is this request related to your customer? Yes, you can delete it.

**[2026-05-10 14:57:24] admin/Mason**

> Like this:
>  [Image]

**[2026-05-10 14:57:36] user/Michelle Mckean**

> Yes I want her to try again to see if she gets the opt in text

**[2026-05-10 14:58:09] admin/Mason**

> I see.

**[2026-05-10 15:00:12] admin/Mason**

> When a customer signs up for notifications using the Notify Me app, their information is handled as follows:
> 
>  - By default, customer emails submitted through the Notify Me pop-up are stored within the Notify Me app and can be viewed in the app’s Back In Stock &gt; Requests section. This includes names, email addresses, and the products they requested.
> - If you have integrated Notify Me with your Shopify contacts, new customers who sign up for restock alerts and select the option to receive other offers will automatically be added to your Shopify Customers section. These customers are tagged with “restock” and the product name they requested.
> - Existing customers before the integration are not transferred automatically, and unsubscribed customers (those who uncheck the marketing option) will not be added to your Shopify contact list.
>  You can use Notify Me to market to customers within the app, but for broader marketing via Shopify, ensure the integration is active and customers have opted in.
>  [Image]

**[2026-05-10 15:05:08] user/Michelle Mckean**

> Do I need to wait until my trial is over because it says i need standard to integrate

**[2026-05-10 15:07:36] admin/Mason**

> This feature is available in the standard plan, so if you want to use it, you need to upgrade to the higher plan.

**[2026-05-10 15:07:58] user/Michelle Mckean**

> Ok I will do that

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

> Okay great then🥹

**[2026-05-10 15:11:21] user/Michelle Mckean**

> Well Mason I think I am don bothering you for the day! Thank you for your help!

**[2026-05-10 15:11:59] admin/Mason**

> No, it was not bothering at all. I am glad that I could help you.

**[2026-05-10 15:12:05] 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! 🍒😍

**[2026-05-10 15:12:12] admin/Mason**

> [GIF]

**[2026-05-10 15:12:14] admin/Mason [note]**

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

**[2026-05-10 15:12:46] user/Michelle Mckean**

> Absolutely!

**[2026-05-10 15:12:57] admin/Mason**

> Thanks sooo much!

**[2026-05-10 15:12:58] admin/Mason**

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

**[2026-05-10 15:14:09] user/Michelle Mckean**

> Done :)

**[2026-05-10 15:14:26] admin/Mason**

> [GIF]

**[2026-05-10 15:14:45] admin/Mason**

> Thank you so much for your kindness!

**[2026-05-10 15:15:03] admin/Mason**

> For now, 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.

**[2026-05-10 15:15:04] admin/Mason**

> Have a great day! 🙌🏻

**[2026-05-10 15:15:20] user/Michelle Mckean**

> Thank you! You too!

**[2026-05-10 15:15:30] admin/Mason**

> Thanks, bye!

**[2026-05-10 15:15:44] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-10 15:15:44] bot/Luna**

> [Conversation Rating Request]

</details>
