---
conversation_id: "215473988546117"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473988546117?view=List"
shopify_domain: "z9mhnt-g8.myshopify.com"
shopify_url: "https://z9mhnt-g8.myshopify.com"
company_name: "Lille Lys Candles"
is_vip: false
app: "Notify Me!"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-04-20T11:29:56Z"
closed_at: "2026-04-21T08:22:33Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "DNK"
region_source: "contact_location"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mason", "Mo Ramez"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Vasileia Petraki"
customer_email: "hello@lillelyscandles.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 77
seconds_from_start_to_review_ask: 3262
seconds_from_handoff_to_review_ask: 3260
seconds_from_first_reply_to_review_ask: 3185
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 10
customer_message_count: 3
admin_message_count_total: 12
note_count: 1
customer_word_count: 48
admin_word_count: 262
count_reopens: 0
count_assignments: 2
handling_time_seconds: 1156
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: 5
review_ticket_id: "215473994179670"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473994179670?view=List"
review_rating: 5
review_posted_at: "2026-04-20T18:31:35Z"
seconds_from_ask_to_review: 22037
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 215473988546117 — Lille Lys Candles ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473988546117?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215473994179670?view=List)  ·  🔗 [Visit Shopify store](https://z9mhnt-g8.myshopify.com)

## Overview
- **Merchant:** Vasileia Petraki — `hello@lillelyscandles.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** z9mhnt-g8.myshopify.com · 🌍 Roskilde, Zealand, Denmark
- **App:** Notify Me! *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** DKK
- **Store created on Shopify:** 2026-04-14

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-17 06:56:40 UTC
- **Install to conversation start:** 3 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1

## Summary
Merchant Vasileia Petraki had just installed the Notify Me app and reached out to support. Agent Mason reviewed the widget setup, confirmed everything was configured correctly and matching the store's design, and the merchant expressed satisfaction. The conversation ended with the merchant agreeing to and completing a review.

> "Thank you all a perfect 🤩"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 11:29:56 | +0s | — |
| Handed to human (Mason) | 2026-04-20 11:29:58 | +2s | +0s |
| First reply to customer | 2026-04-20 11:31:13 | +1m 17s | +1m 15s |
| Review requested by Mason | 2026-04-20 12:24:18 | +54m 22s | +54m 20s |
| Conversation closed | 2026-04-21 08:22:33 | +20h 52m | +20h 52m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-20 18:31:35 | +7h 1m | +7h 1m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | New app installation check | Merchant had just installed Notify Me and the agent proactively reviewed the widget setup to ensure everything was configured correctly. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +54m 22s after conversation start (+54m 20s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-20 18:31:35 UTC
- **Time from ask to review publish:** +6h 7m
- **Time from conversation start to publish:** +7h 1m
- **Match method:** `ok`
- **Shop name on review:** Lille Lys Candles
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 10 (3 customer, 12 admin)
- **Internal notes:** 1
- **Word count:** customer 48, admins 262
- **Total handling time (Intercom):** +19m 16s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Mason, Mo Ramez)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Notify Me - asked for review
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate's helpful support and expressed strong satisfaction with the product and service, culminating in leaving a positive review.

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

## Full transcript
<details>
<summary>Click to expand — 10 messages</summary>

**[2026-04-20 11:29:56] user/Vasileia Petraki [source]**

> I just installed Notify Me

**[2026-04-20 11:29:58] admin/Mo Ramez [note]**

> shopify_domain: z9mhnt-g8.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: False
> wishlist_is_activated: True

**[2026-04-20 11:31:13] admin/Mason**

> Hi Vasileia, ﻿​﻿
>  Welcome to Notify Me! This is Mason from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-04-20 11:36:02] admin/Mason**

> The buttons seem to be perfectly set up, and it already matches your beautiful shop.
>  [Image]
>  Any changes you'd like to make? Whether it's color, font, size or repositioning adjustments, I'm here to make it perfect for you, absolutely free of charge! ✨

**[2026-04-20 12:15:46] user/ΒΑΣΙΛΕΙΑ ΠΕΤΡΑΚΗ**

> Thank you all a perfect 🤩 ​
>  Vasileia Petraki 20 Απρ 2026, 13:39, ο χρήστης «Mason from Customer Support &lt;support@hengam.io&gt;» έγραψε: ​

**[2026-04-20 12:24:18] admin/Mason**

> Great then🤩
>  Feel free to let me know whenever you have any questions or concerns.
>  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
> 
>  It means a lot to me and makes my day.

**[2026-04-20 12:35:35] user/ΒΑΣΙΛΕΙΑ ΠΕΤΡΑΚΗ**

> Of course ! Done ✔️ ​
>  Vasileia Petraki 20 Απρ 2026, 14:24, ο χρήστης «Mason from Customer Support &lt;support@hengam.io&gt;» έγραψε: ​

**[2026-04-21 08:22:17] admin/Mason**

> Hi Vasileia,
>  I hope you are doing well 😊
> 
>  I just saw the review you left and I wanted to personally thank you for taking the time to share your feedback. It truly means a lot to us and honestly made my day.
>  If there is nothing else you need help with right now, I will go ahead and close this ticket. That said, please feel free to reach out anytime you have a question or need assistance. I am always happy to help.
> 
>  Wishing you a great day ahead.
>  Warm regards,

**[2026-04-21 08:22:44] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-04-21 08:22:44] bot/Luna**

> [Conversation Rating Request]

</details>
