---
conversation_id: "215474194344693"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474194344693?view=List"
shopify_domain: "ckw7ie-m3.myshopify.com"
shopify_url: "https://ckw7ie-m3.myshopify.com"
company_name: "Chica"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-06T10:01:00Z"
closed_at: "2026-05-06T11:09:54Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Maggie Klein"
customer_email: "hello@chicaofficial.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 797
seconds_to_first_admin_reply: 797
seconds_from_start_to_review_ask: 3698
seconds_from_handoff_to_review_ask: 2901
seconds_from_first_reply_to_review_ask: 2901
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 101
customer_message_count: 41
admin_message_count_total: 45
note_count: 0
customer_word_count: 411
admin_word_count: 686
count_reopens: 0
count_assignments: 5
handling_time_seconds: 3518
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: "215474200930075"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474200930075?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-06T18:17:34Z"
seconds_from_ask_to_review: 26096
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 215474194344693 — Chica ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474194344693?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/view/954819/conversation/215474200930075?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://ckw7ie-m3.myshopify.com)

## Overview
- **Merchant:** Maggie Klein — `hello@chicaofficial.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** ckw7ie-m3.myshopify.com · 🌍 Brent, England, United Kingdom
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** GBP
- **Store created on Shopify:** 2025-10-26
- **Public review score (StoreLeads):** 5.0 (3 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (MONTHLY)
- **Installed on:** 2026-05-06 09:53:33 UTC
- **Install to conversation start:** 7 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1079
- **Wishlist items count:** 1

## Summary
Maggie Klein, a new merchant, needed help testing the Notify Me back-in-stock button and understanding why it wasn't appearing on her store. After the AI bot provided troubleshooting steps, a human agent (Pearl) took over, helped reposition the button, clarified the Klaviyo integration, disabled SMS notifications, customised the button styling and confirmation message, and explained how to edit notification emails. All issues were resolved by the end of the conversation.

> "thing is it wont let me click on the size even as its set to 0 so no sold out message even appears"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-06 10:01:00 | +0s | — |
| Handed to human (Pearl) | 2026-05-06 10:14:17 | +13m 17s | +0s |
| First reply to customer | 2026-05-06 10:14:17 | +13m 17s | +0s |
| Review requested by Pearl | 2026-05-06 11:02:38 | +1h 1m | +48m 21s |
| Conversation closed | 2026-05-06 11:09:54 | +1h 8m | +55m 37s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-06 18:17:34 | +8h 16m | +8h 3m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Testing back-in-stock button without affecting stock | Merchant asked how to test the Notify Me button without changing live stock levels. | yes |
| 2 | Technical Bug | Notify Me button not showing on sold-out variant | Merchant reported the Notify Me button was not appearing because the sold-out variant could not be selected due to a theme issue. | yes |
| 3 | Integration | Klaviyo integration necessity | Merchant asked whether integrating with Klaviyo was necessary and whether it would require a plan upgrade. | yes |
| 4 | How-To / Setup | Moving and styling the Notify Me button | Merchant asked how to reposition the Notify Me button and change its appearance. | yes |
| 5 | How-To / Setup | Removing SMS option from subscriber form | Merchant asked how to remove the SMS option so only email capture is shown. | yes |
| 6 | How-To / Setup | Editing notification email appearance | Merchant asked where to edit the look and content of the notification emails. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot provided initial troubleshooting steps for the missing Notify Me button and scheduling instructions, then escalated the conversation to a human agent when the merchant requested to speak with someone.

## Review request
- **Asked:** Yes — +1h 1m after conversation start (+48m 21s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-06 18:17:34 UTC
- **Time from ask to review publish:** +7h 14m
- **Time from conversation start to publish:** +8h 16m
- **Match method:** `ok`
- **Shop name on review:** Chica
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Pearl took the time to explain everything and help me! She was very patient and thoughtful

## Statistics
- **Messages:** 101 (41 customer, 45 admin)
- **Internal notes:** 0
- **Word count:** customer 411, admins 686
- **Total handling time (Intercom):** +58m 38s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer initially struggled with testing the product feature and required human teammate assistance. The teammate provided effective solutions and customization help, leading to a successful resolution.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** Klaviyo
- **External blockers:** - Theme preventing sold-out variants from being selectable, which blocked the Sold Out message and Notify Me button from displaying

## Full transcript
<details>
<summary>Click to expand — 101 messages</summary>

**[2026-05-06 10:01:00] user/Maggie Klein [source]**

> hi ive just got this app but how do i test it works without changing my stock levels

**[2026-05-06 10:01:15] bot/Luna**

> Hi Maggie 👋 I’m Luna, your AI assistant here to help! If needed, a human teammate can jump in too.
>  Answer: You can test the Notify Me button without changing your live stock by temporarily setting a product’s inventory to 0.
>  Steps:
>  - Go to Shopify Admin → Products
> - Open a product (or variant) you want to test
> - Set the inventory quantity to 0
> - Make sure Track quantity is enabled
> - Make sure Continue selling when out of stock is unchecked
> - Visit the product page and click Notify Me
> - Enter your email or phone to submit a test request
>  Extra: You can then check the request in the app under Back in Stock → Requests to confirm it worked.
>  Source: Get started with back-in-stock notifications

**[2026-05-06 10:01:15] bot/Luna**

> Is that what you were looking for?

**[2026-05-06 10:02:17] user/Maggie Klein**

> for example the XL in one my clothing is already set to 0 but i dont see the button

**[2026-05-06 10:02:27] bot/Luna**

> Answer: The button only shows when the product is fully sold out and a few settings are correct.
>  Steps to check:
>  - Make sure all variants of the product have inventory 0 or less. If any variant still has stock, the button won’t appear.
> - Confirm Track quantity is enabled for the product.
> - Make sure Continue selling when out of stock is turned off.
> - Go to Shopify → Online Store → Themes → Customize → App embeds and ensure the Notify Me app embed is enabled.
>  Extra: The button usually appears under the Sold Out message on the product page.
>  If you want, you can also send the product link and I can help you check what might be blocking it.
>  Sources: Notify Me Button Not Showing on Sold-Out Products – Troubleshooting Guide. Get started with back-in-stock notifications

**[2026-05-06 10:02:28] bot/Luna**

> Did that answer your question?

**[2026-05-06 10:04:11] user/Maggie Klein**

> thing is it wont let me click on the size even as its set to 0 so no sold out message even appears

**[2026-05-06 10:04:22] bot/Luna**

> Answer: The size can’t be selected because the product is treated as still available, so Shopify won’t show a “Sold Out” state.
>  Steps to check:
>  - Open the product in Shopify Admin → Products
> - Select the XL variant
> - Make sure Track quantity is enabled
> - Make sure Continue selling when out of stock is unchecked
> - Set the inventory to 0
> - Save
>  Extra: If this setting is enabled, Shopify keeps the item purchasable and hides the “Sold Out” message, which prevents the Notify Me button from appearing.
>  If it still won’t show after that, sharing the product link helps check theme compatibility.
>  Source: Notify Me Button Not Showing on Sold-Out Products – Troubleshooting Guide.

**[2026-05-06 10:04:22] bot/Luna**

> Was this helpful?

**[2026-05-06 10:08:24] bot/Luna**

> If you still need help getting the Notify Me button to show correctly, I’m here to assist! Would you like to share more details or the product link so I can help troubleshoot further?

**[2026-05-06 10:08:58] user/Maggie Klein**

> can i schedyle a call?

**[2026-05-06 10:09:08] bot/Luna**

> Answer: You can book a call directly through our scheduling page.
>  Steps:
>  - Go to the Notify Me pricing page
> - Click Book a Meeting
> - Choose a time that works for you from the calendar
> - Confirm the booking
>  Extra: During the call, you can review your store setup, ask questions about features, and get guidance on the best plan or configuration for your store.
>  Source: Notify Me Enterprise

**[2026-05-06 10:09:09] bot/Luna**

> Is that what you were looking for?

**[2026-05-06 10:09:30] user/Maggie Klein**

> where is the scheduling page

**[2026-05-06 10:09:38] bot/Luna**

> Answer: The scheduling page is on our pricing page.
>  Steps:
>  - Go to the Notify Me pricing page
> - Click Book a Meeting
> - A calendar will open where you can pick a time that works for you
> - Confirm the booking
>  Extra: During the call, you can review your store setup, ask questions, and get guidance on features or plans.
>  Source: Notify Me Enterprise

**[2026-05-06 10:09:38] bot/Luna**

> Did that answer your question?

**[2026-05-06 10:10:06] user/Maggie Klein**

> maybe just connect me with someone

**[2026-05-06 10:10:10] bot/Luna**

> I'll connect you with someone from our team now. Meanwhile, could you please share any additional details about your issue to help them assist you more efficiently?

**[2026-05-06 10:10:28] user/Maggie Klein**

> i cant test it and it wont come up as i cant click on the sold out variants on my websites theme

**[2026-05-06 10:10:36] bot/Luna**

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

**[2026-05-06 10:10:43] user/Maggie Klein**

> I have an issue that's slowing me down

**[2026-05-06 10:10:44] 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:

**[2026-05-06 10:10:44] bot/Luna**

> [Conversation Rating Request]

**[2026-05-06 10:10:45] 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 hello@chicaofficial.com.

**[2026-05-06 10:14:17] admin/Pearl**

> Hi Maggie,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-05-06 10:14:35] admin/Pearl**

> May I ask if your variants become non selectable when the item is sold out?

**[2026-05-06 10:15:11] user/Maggie Klein**

> i just managed to fix it actually! after i set this up on my website, since i manage all emails on klaviyo - does it need to connect with klaviyo?

**[2026-05-06 10:16:06] user/Maggie Klein**

> [Image] also how do i move the notify button? i want it to be directly under the sizes so it's more visible

**[2026-05-06 10:17:00] admin/Pearl**

> Great job! Let me work on adjusting its position like you asked

**[2026-05-06 10:17:21] admin/Pearl**

> Also, about the Klaviyo integration, this is how it works:
>  [App: Article Inserter]

**[2026-05-06 10:17:41] admin/Pearl**

> Even after you integrate, emails are still sent from our app when you restock

**[2026-05-06 10:17:42] user/Maggie Klein**

> Thank you!

**[2026-05-06 10:18:04] user/Maggie Klein**

> and do i need to integrate? because i can see then i would have to upgrade plans

**[2026-05-06 10:19:31] admin/Pearl**

> No problem :)
>  I see that your store is password protected.
>  Can I have the password to check please?

**[2026-05-06 10:20:04] user/Maggie Klein**

> Sure but i'm currently editing a copy of the theme so will it still work on the copy?

**[2026-05-06 10:20:19] user/Maggie Klein**

> Chicatesting!2026

**[2026-05-06 10:20:40] admin/Pearl**

> Yea, if you have our embed enabled on the draft theme, it will work.
>  You can send me a preview link to that draft theme if you like.

**[2026-05-06 10:20:43] admin/Pearl**

> Also, did you receive my previous messages about the integration and how it works?

**[2026-05-06 10:21:11] user/Maggie Klein**

> this is the preview https://chicaofficial.com/products/4-in-1-runsie?variant=52684628328791

**[2026-05-06 10:21:24] user/Maggie Klein**

> yes but i was just asking if it's necessary as then i have to upgrade plan

**[2026-05-06 10:21:41] admin/Pearl**

> Thank you! And where can I enter the pass?
>  [Image]

**[2026-05-06 10:21:52] user/Maggie Klein**

> oh yes the button is hidden above the image

**[2026-05-06 10:22:02] user/Maggie Klein**

> its set to white so you have to hover the mouse over it

**[2026-05-06 10:23:01] admin/Pearl**

> Umm, its only necessary if you would like the customers emails to be automatically added to a Klaviyo list called "Notify Me" so you can use it directly for notification flows.

**[2026-05-06 10:23:18] user/Maggie Klein**

> but otherwise they would still receive an email from you?

**[2026-05-06 10:23:20] admin/Pearl**

> Oh, found it!

**[2026-05-06 10:23:44] admin/Pearl**

> Yes, exactly.
>  They will receive the email from us nonetheless

**[2026-05-06 10:23:54] user/Maggie Klein**

> ok great

**[2026-05-06 10:24:24] admin/Pearl**

> Nice👍
>  And I am in. Let me work on adjusting the button😊

**[2026-05-06 10:24:42] user/Maggie Klein**

> thank you

**[2026-05-06 10:30:17] admin/Pearl**

> Thanks for waiting.
>  I applied some changes but I can not click on the sold out variant to trigger the widget🤔

**[2026-05-06 10:30:41] user/Maggie Klein**

> are you on the old theme? it works on the copy that im working on

**[2026-05-06 10:31:08] user/Maggie Klein**

> [Image] https://chicaofficial.com/products/4-in-1-runsie?variant=52684628328791

**[2026-05-06 10:31:23] admin/Pearl**

> I used the preview link

**[2026-05-06 10:31:25] user/Maggie Klein**

> i think i would just like the button on the left if possible

**[2026-05-06 10:35:38] admin/Pearl**

> Sure, but the issue is, I still see the non selectable variants:
>  [Image]

**[2026-05-06 10:36:02] user/Maggie Klein**

> yes thats an issue with the old theme not the new one. i can change it on the old one so that you can work on it?

**[2026-05-06 10:36:33] admin/Pearl**

> Yes, if its possible please.
>  Appreiate it

**[2026-05-06 10:36:44] admin/Pearl**

> Appreciate* :)

**[2026-05-06 10:38:18] user/Maggie Klein**

> should be done now!

**[2026-05-06 10:38:36] admin/Pearl**

> Yes, thank you!

**[2026-05-06 10:38:49] admin/Pearl**

> Would you prefer if I add borders to the button, too?

**[2026-05-06 10:38:59] user/Maggie Klein**

> yes please

**[2026-05-06 10:39:25] user/Maggie Klein**

> also can we remove the SMS option? just email?

**[2026-05-06 10:40:23] admin/Pearl**

> You got it.
>  Sure, here's how to remove SMS:

**[2026-05-06 10:40:50] admin/Pearl**

> - Go to the Back in Stock tab, then Settings.
> - Select Edit next to the notification you want to adjust (such as First Alert Notification).
> - Disable SMS notifications by toggling off the SMS channel.
> - Save your changes.
>  To ensure only the email field appears in the pop-up request form:
> 
>  - Go to Back in Stock &gt; Customize appearance &gt; Subscriber form.
> - Click the eye icon next to SMS to hide the SMS field.

**[2026-05-06 10:42:15] user/Maggie Klein**

> grea thank you!

**[2026-05-06 10:44:08] admin/Pearl**

> You are most welcome.
> 
>  Here are some suggestions about the buttons:
>  [Image] [Image]
>  Or:
>  [Image] [Image]

**[2026-05-06 10:44:43] user/Maggie Klein**

> let's go for black please

**[2026-05-06 10:46:19] admin/Pearl**

> Done✅

**[2026-05-06 10:46:49] user/Maggie Klein**

> great thanks! and now i can try it all by entering the email and then changing the stock back to 1?

**[2026-05-06 10:47:31] admin/Pearl**

> Any time :) Yes, exactly. Once you restock, notification is triggered. ​

**[2026-05-06 10:47:47] user/Maggie Klein**

> great and sorry one last question - where do i edit what the emails look like?

**[2026-05-06 10:49:05] admin/Pearl**

> No problem at all!

**[2026-05-06 10:49:18] admin/Pearl**

> To edit the appearance and content of the emails sent to customers (such as back-in-stock or pre-order notifications), follow these steps:
> 
>  - Go to the relevant section in your admin panel (for example, "Back in Stock" or "Pre-order").
> - Click on "Customize Appearance."
> - Under the "Notifications" section, select the specific email you want to edit (e.g., "First Back in Stock" or "Pre-order Confirmation").
> - Click "Email" to open the editor.
>  In the email editor, you can:
> 
>  - Choose a template (such as Supply, Simple, Simplify, or Custom).
> - Edit the header, content, styles, and social links.
> - See changes live in the preview panel.

**[2026-05-06 10:49:45] user/Maggie Klein**

> great thank you!

**[2026-05-06 10:50:33] admin/Pearl**

> You are most welcome

**[2026-05-06 10:50:40] admin/Pearl**

> By the way, while I was reviewing your confirmation message, I noticed how it currently appears:
>  [Image] I had an idea that might help it better match your theme and make it stand out even more:
>  [Image] What do you think?

**[2026-05-06 10:55:07] admin/Pearl**

> Are we still connected?👀

**[2026-05-06 11:01:08] user/Maggie Klein**

> yes please!

**[2026-05-06 11:01:12] user/Maggie Klein**

> sorry got disconneted

**[2026-05-06 11:01:28] admin/Pearl**

> No worries.
>  Sure, let me do that😍

**[2026-05-06 11:01:53] admin/Pearl**

> Also, I was wondering, is it ok if I ask for a small favor in the meantime?
>  It will only take less than a minute of your time🙈

**[2026-05-06 11:02:13] user/Maggie Klein**

> sure

**[2026-05-06 11:02:38] admin/Pearl**

> Thanks! Can you make me happy by leaving a short review? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-06 11:02:43] user/Maggie Klein**

> sure!

**[2026-05-06 11:03:09] admin/Pearl**

> That would mean a lot!
>  Thank you!

**[2026-05-06 11:03:17] user/Maggie Klein**

> All done :)

**[2026-05-06 11:03:59] admin/Pearl**

> Wow, you are the best!

**[2026-05-06 11:04:32] admin/Pearl**

> Confirmation message is customized as well:
>  [Image]

**[2026-05-06 11:04:39] admin/Pearl**

> Can I help with any thing else please?

**[2026-05-06 11:05:06] user/Maggie Klein**

> when does this notification appear? i jsut put in the email and it doesnt show

**[2026-05-06 11:06:07] admin/Pearl**

> After you submit the email on the form and click the submit button, the confirmation message will appear for a few seconds on the bottom right corner of the page

**[2026-05-06 11:07:17] user/Maggie Klein**

> oh i see it now perfect

**[2026-05-06 11:07:53] admin/Pearl**

> Awesome😊

**[2026-05-06 11:08:32] user/Maggie Klein**

> ok thats all for now thank you!

**[2026-05-06 11:09:24] admin/Pearl**

> You are very welcome.
>  It has been my pleasure to assist you.

**[2026-05-06 11:09:30] admin/Pearl**

> Please feel free to reach out any time

**[2026-05-06 11:09:47] admin/Pearl**

> Have a beautiful day✨

**[2026-05-06 11:10:06] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-06 11:10:06] bot/Luna**

> [Conversation Rating Request]

</details>
