---
conversation_id: "215474364895616"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474364895616?view=List"
shopify_domain: "hu2cm1-qi.myshopify.com"
shopify_url: "https://hu2cm1-qi.myshopify.com"
company_name: "Collectable Cities"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-19T16:32:51Z"
closed_at: "2026-05-19T16:54:40Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "CAN"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Dela", "Harry", "Nilou"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Caitlin Derer"
customer_email: "caitlin@fancylamp.co"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 99
seconds_to_first_admin_reply: 99
seconds_from_start_to_review_ask: 1055
seconds_from_handoff_to_review_ask: 956
seconds_from_first_reply_to_review_ask: 956
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 55
customer_message_count: 16
admin_message_count_total: 23
note_count: 13
customer_word_count: 149
admin_word_count: 437
count_reopens: 1
count_assignments: 6
handling_time_seconds: 1104
sla_name: "Free Chats First 15min"
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: null
review_ticket_id: "215474372218439"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474372218439?view=List"
review_rating: 5
review_posted_at: "2026-05-20T02:34:35Z"
seconds_from_ask_to_review: 35049
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 215474364895616 — Collectable Cities ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474364895616?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474372218439?view=List)  ·  🔗 [Visit Shopify store](https://hu2cm1-qi.myshopify.com)

## Overview
- **Merchant:** Caitlin Derer — `caitlin@fancylamp.co` (personal business email (likely the founder or a named employee))
- **Store:** hu2cm1-qi.myshopify.com · 🌍 Victoria, British Columbia, Canada
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** GBP
- **Store created on Shopify:** 2025-09-11

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-01-12 23:25:47 UTC
- **Install to conversation start:** 4 months before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 74

## Summary
Merchant Caitlin Derer wanted to temporarily disable automatic back-in-stock notifications for her products, intending to manually trigger them at a later date. Agent Nilou walked her through disabling all notification channels in the Back in Stock settings, confirmed that subscriber data would be retained, and clarified that re-enabling channels later would send notifications to waiting customers if items are in stock. The issue was resolved, though internally the team flagged some uncertainty about notification behaviour after a delayed re-enable, which was subsequently verified by Harry.

> "i do want to notify customers at a later date, so it will save all of the contacts until i am ready?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-19 16:32:51 | +0s | — |
| Handed to human (Nilou) | 2026-05-19 16:34:30 | +1m 39s | +0s |
| First reply to customer | 2026-05-19 16:34:30 | +1m 39s | +0s |
| Review requested by Nilou | 2026-05-19 16:50:26 | +17m 35s | +15m 56s |
| Conversation closed | 2026-05-19 16:54:40 | +21m 49s | +20m 10s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-20 02:34:35 | +10h 1m | +10h 0m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Disable automatic back-in-stock notifications | The merchant asked how to turn off automatic back-in-stock notifications temporarily without losing subscriber data. | yes |
| 2 | Feature Request | Per-product notification control | The merchant implied a desire to disable notifications only for certain products rather than all products. | no |

## 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 support team, but did not resolve the issue itself.

## Review request
- **Asked:** Yes — +17m 35s after conversation start (+15m 56s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-20 02:34:35 UTC
- **Time from ask to review publish:** +9h 44m
- **Time from conversation start to publish:** +10h 1m
- **Match method:** `ok`
- **Shop name on review:** Collectable Cities
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> great functionality and helpful team. Thanks Nilou!

## Statistics
- **Messages:** 55 (16 customer, 23 admin)
- **Internal notes:** 13
- **Word count:** customer 149, admins 437
- **Total handling time (Intercom):** +18m 24s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

## People involved
- **Agents who worked on it:** 3 (Dela, Harry, Nilou)
- **Primary assignee:** Nilou
- **Team / Inbox:** Chat

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - No per-product filtering for back-in-stock notification sends — disabling notifications applies to all products globally

## Full transcript
<details>
<summary>Click to expand — 55 messages</summary>

**[2026-05-19 16:32:51] user/Caitlin Derer [source]**

> i need to talk to a person

**[2026-05-19 16:32:57] 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:
>  -
>  215474364601036

**[2026-05-19 16:33:02] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you please share a bit more about what you need help with? This will help them assist you more efficiently.

**[2026-05-19 16:33:36] bot/Luna**

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

**[2026-05-19 16:33:37] user/Caitlin Derer**

> i would like to turn off automatic back-in-stock notifications for at least some of my products

**[2026-05-19 16:33:44] user/Caitlin Derer**

> I have a question

**[2026-05-19 16:33:45] 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:

**[2026-05-19 16:33:45] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 16:33:46] 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 caitlin@fancylamp.co.

**[2026-05-19 16:34:30] admin/Nilou**

> Hi Caitlin, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-19 16:35:12] admin/Nilou**

> Oh I just noticed you're already in touch with Dela from our team, so just to keep things clear and avoid any mix-ups, I’ll go ahead and close this chat.
>  If you need anything else, feel free to keep chatting with Dela —and of course, you’re always welcome to reach out to us anytime!
>  Take care, Nilou

**[2026-05-19 16:35:31] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-19 16:35:31] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 16:37:58] user/Caitlin Derer [open]**

> hi, sorry i am here

**[2026-05-19 16:38:16] user/Caitlin Derer**

> can i speak to dela on chat?

**[2026-05-19 16:38:32] admin/Nilou**

> Hi there, No worries at all!

**[2026-05-19 16:38:44] admin/Nilou**

> Yes! You can ^-^

**[2026-05-19 16:38:49] admin/Nilou [note]**

> dear Dela

**[2026-05-19 16:38:56] admin/Nilou [note]**

> they have an open one with you

**[2026-05-19 16:39:08] user/Caitlin Derer**

> are you able to transfer me, or im happy to chat with you instead

**[2026-05-19 16:40:24] admin/Nilou**

> No worries at all! We can continue right here if you prefer So to disable the automatic notifications, on your Notify me panel please go to Back in Stock -&gt; Settings -&gt; Click edit next to first back in stock notifications -&gt; Disable all notifications channels (Email, SMS, etc) and save

**[2026-05-19 16:41:10] user/Caitlin Derer**

> so i just unclick everything?

**[2026-05-19 16:41:41] admin/Nilou**

> But please note unfortunately at the moment this action would apply to all notifications So there's not a way to filter out notif sends for particular products with requests only

**[2026-05-19 16:42:03] admin/Nilou**

> Yes! That would disable automatic send of notifications

**[2026-05-19 16:42:32] user/Caitlin Derer**

> ok, and below it still says: Delivery policy
>  Instant delivery Immediately notify all relevant subscribers as soon as a product is restocked.

**[2026-05-19 16:43:19] user/Caitlin Derer**

> its ok that this option is selected?

**[2026-05-19 16:43:37] admin/Nilou**

> Let me check the panel please

**[2026-05-19 16:43:56] user/Caitlin Derer**

> [Image]

**[2026-05-19 16:44:11] admin/Dela [note]**

> Thanks for taking care of it Nilou

**[2026-05-19 16:44:17] admin/Nilou**

> I see what you're referring to It's ok as long as the channels are disabled👍

**[2026-05-19 16:44:52] user/Caitlin Derer**

> ok. i do want to notify customers at a later date, so it will save all of the contacts until i am ready?

**[2026-05-19 16:45:11] admin/Nilou**

> Yes!👍

**[2026-05-19 16:45:45] admin/Nilou**

> Right now, the difference that you would see is that even if the products that were previously requested are now back in stock, the customers won't receive a notification

**[2026-05-19 16:46:30] user/Caitlin Derer**

> ok great. when i am ready to notify the customers what should i do?

**[2026-05-19 16:47:16] admin/Nilou**

> You could merely refer to the same section again and enable the channels that you'd like ^-^

**[2026-05-19 16:48:00] admin/Nilou**

> Is there anything else you'd like me to check for you?

**[2026-05-19 16:48:12] user/Caitlin Derer**

> ok, so if i click 'email' and save, they will all suddenly be emailed?

**[2026-05-19 16:49:00] admin/Nilou**

> If the items are in stock at the time of this action, yes. Their customers would be notified

**[2026-05-19 16:49:08] user/Caitlin Derer**

> perfect, thank you

**[2026-05-19 16:49:35] admin/Nilou [note]**

> guys question Dela Sam Harry When you disable automatic notification and restock items when all channels are disabled, if you enable the channels again later on, what happens?

**[2026-05-19 16:49:55] admin/Nilou**

> My absolute pleasure! happy to help ^-^ All set for now?

**[2026-05-19 16:50:26] admin/Nilou**

> If so, I was wondering if I could make things a bit easier for you today, can you consider writing a quick review?
> 
>  You can write it here: ﻿​﻿Notify me! | Review Link And if you happen to mention my name it will be the cherry on top and truly make my day! 🍒😍﻿​﻿﻿​

**[2026-05-19 16:51:05] user/Caitlin Derer**

> sure, thanks

**[2026-05-19 16:51:19] admin/Harry [note]**

> If the restock is passed, I believe notifications should not be triggered anymore, however I'll double check it

**[2026-05-19 16:51:33] admin/Nilou**

> Thank you so much! I really appreciate your kindness🥹🙏 If it is not too much trouble, can you let me know when it’s submitted so I can keep an eye out for it? Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-19 16:53:16] user/Caitlin Derer**

> i submitted a review already

**[2026-05-19 16:53:39] admin/Dela [note]**

> I'm with Harry on this. I guess it'll need another webhook to get triggered

**[2026-05-19 16:53:45] admin/Nilou [note]**

> Oh I see I think what we should check is whether the status will change to notified or not This is what copilot told me
>  [Image]

**[2026-05-19 16:54:28] admin/Nilou**

> Oh I see, that's great ^-^ Thank you for taking the time If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-19 16:56:26] admin/Nilou [note]**

> Oh I see thanks guys Dela Harry

**[2026-05-19 16:56:36] admin/Nilou [note]**

> Nilou check in with merchant

**[2026-05-19 16:59:33] admin/Harry [note]**

> I checked it, and it did not trigger notifications and remained in waiting status with positive inventory
>  [Image] [Image]

**[2026-05-19 16:59:56] admin/Harry [note]**

> Nilou

**[2026-05-19 17:00:35] admin/Nilou [note]**

> Thanks so much dear Harry

**[2026-05-19 17:00:54] admin/Harry [note]**

> My pleasure! 😊

</details>
