---
conversation_id: "215473984631370"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473984631370?sidebar_tab=details&view=List"
shopify_domain: "njiayp-v3.myshopify.com"
shopify_url: "https://njiayp-v3.myshopify.com"
company_name: "RAWFORM"
is_vip: false
app: "Subi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Subi"
created_at: "2026-04-20T03:09:33Z"
closed_at: "2026-04-20T03:27:23Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Rick"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Riley Walton"
customer_email: "rrawform2026@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 607
seconds_to_first_admin_reply: 607
seconds_from_start_to_review_ask: 940
seconds_from_handoff_to_review_ask: 333
seconds_from_first_reply_to_review_ask: 333
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 39
customer_message_count: 11
admin_message_count_total: 19
note_count: 0
customer_word_count: 91
admin_word_count: 304
count_reopens: 0
count_assignments: 6
handling_time_seconds: 523
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: 5
intercom_cx_score: 4
review_ticket_id: "215473999844060"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215473999844060?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-21T02:16:20Z"
seconds_from_ask_to_review: 82267
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 215473984631370 — RAWFORM ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215473984631370?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215473999844060?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://njiayp-v3.myshopify.com)

## Overview
- **Merchant:** Riley Walton — `rrawform2026@gmail.com` (personal address on a free email provider)
- **Store:** njiayp-v3.myshopify.com · 🌍 Delta, Utah, United States
- **App:** Subi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2026-01-15

## App usage — Subi
- **Subi plan:** Free
- **Installed on:** 2026-04-19 22:38:57 UTC
- **Install to conversation start:** 4h 30m before this conversation
- **Uninstalled on:** 2026-04-21 02:31:11 UTC ⚠️

## Summary
Merchant Riley Walton reported that the Subi subscription widget was activated but not appearing on their product page. The AI bot Luna walked through standard troubleshooting steps without resolving the issue, then escalated to human agent Rick, who manually fixed the widget placement and also removed the 'Powered by Subi' branding as a goodwill gesture. The merchant was satisfied with the outcome.

> "yes one second"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 03:09:33 | +0s | — |
| Handed to human (Rick) | 2026-04-20 03:19:40 | +10m 7s | +0s |
| First reply to customer | 2026-04-20 03:19:40 | +10m 7s | +0s |
| Review requested by Rick | 2026-04-20 03:25:13 | +15m 40s | +5m 33s |
| Conversation closed | 2026-04-20 03:27:23 | +17m 50s | +7m 43s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-21 02:16:20 | +23h 6m | +22h 56m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Subscription widget not displaying | The merchant's subscription widget showed as activated but was not appearing on the live product page. | yes |
| 2 | How-To / Setup | Widget placement in theme editor | The merchant asked how to manually add the Subi widget block to the product page template. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided step-by-step troubleshooting instructions for the widget not appearing and for manually adding the widget block, but was unable to resolve the issue and escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +15m 40s after conversation start (+5m 33s after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-21 02:16:20 UTC
- **Time from ask to review publish:** +22h 51m
- **Time from conversation start to publish:** +23h 6m
- **Match method:** `ok`
- **Shop name on review:** RAWFORM
- **App listed on review:** Subi: Subscriptions & Loyalty

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

## Statistics
- **Messages:** 39 (11 customer, 19 admin)
- **Internal notes:** 0
- **Word count:** customer 91, admins 304
- **Total handling time (Intercom):** +8m 43s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Subify - asked for review, Expected reply time sent
- **Topics:** SB - Asked for review

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 4 / 5
  - Explanation: The customer experienced initial frustration with the product feature not displaying correctly, requiring escalation from the AI Agent to a human teammate. The teammate successfully resolved the issue, leading to customer appreciation.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Subi widget visible in theme editor preview but not rendering on the live storefront after following standard setup steps

## Full transcript
<details>
<summary>Click to expand — 39 messages</summary>

**[2026-04-20 03:09:33] user/Riley Walton [source]**

> it says its activated but wont show up on my page

**[2026-04-20 03:09:53] bot/Luna**

> It’s usually just a setup or timing thing, Riley - the widget can be “activated” but won’t show until a few checks are done.
>  Steps:
>  1. Wait 1 minute after turning on the Subi App Embed (it can take a moment to appear).
> 2. In Shopify: Online Store → Themes → Customize → App Embeds → make sure Subi App Embed is ON, then Save.
> 3. Confirm the product is in an active subscription plan in Subi.
> 4. Confirm the product is published (not draft) in Shopify.
> 5. If you recently changed themes, enable the embed on that theme too.
>  Extra: If it’s still missing, you can manually add the Subi widget block in the product template.
>  [Image] Sources: What to Do When Your Subscription Widget Doesn’t Appear How do I install Subi’s subscription widget on my product page?

**[2026-04-20 03:09:53] bot/Luna**

> Is that what you were looking for?

**[2026-04-20 03:13:20] user/Riley Walton**

> how do i do that

**[2026-04-20 03:13:33] bot/Luna**

> You can manually add the Subi widget block to your product page in Shopify, Riley.
>  Steps:
>  1. Shopify Admin → Online Store → Themes → Customize (your live theme).
> 2. Open the Product template (top menu).
> 3. In the left panel, find Product Information → click Add block.
> 4. Search “Subi” → add the “Subi widget wrapper” block.
> 5. Click the new block → in settings, make sure “Default product” is selected as the dynamic source (don’t pick a specific product).
> 6. Drag the block up or down to place it where you want on the product page.
>  Extra: If it still doesn’t show, double check Subi App Embed is toggled on in App embeds first.
>  [Image] [Image] Source: How do I install Subi’s subscription widget on my product page?

**[2026-04-20 03:13:33] bot/Luna**

> Did that answer your question?

**[2026-04-20 03:17:34] bot/Luna**

> If you still need help with adding the Subi widget block or anything else, I’m here to assist! Would you like to share more about what you’re trying to resolve or understand?

**[2026-04-20 03:18:01] user/Riley Walton**

> still wont show

**[2026-04-20 03:18:06] bot/Luna**

> Thanks for sticking with me on this. I’ll connect you with someone from our team who can help further—while I do that, could you share any additional details about what you’ve tried so far? This will help them assist you more quickly.

**[2026-04-20 03:18:40] bot/Luna**

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

**[2026-04-20 03:19:12] user/Riley Walton**

> I have an issue that's slowing me down

**[2026-04-20 03:19:13] 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:

**[2026-04-20 03:19:13] bot/Luna**

> [Conversation Rating Request]

**[2026-04-20 03:19:14] 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 rrawform2026@gmail.com.

**[2026-04-20 03:19:40] admin/Rick**

> Hello Riley,
> 
>  Thank you for contacting us.
>  I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻‍♂️

**[2026-04-20 03:19:51] user/Riley Walton**

> ive tried to add it through the product page but it still shows up all weird. when i edit the theme it shows up but doesnt show up on the actual website

**[2026-04-20 03:20:13] admin/Rick**

> I can see the widget appearing already, but let me work on the placement a bit and get back to you real quick 😉

**[2026-04-20 03:20:28] user/Riley Walton**

> thank you

**[2026-04-20 03:21:36] admin/Rick**

> My pleasure 😇

**[2026-04-20 03:21:42] admin/Rick**

> All done ✅
>  Would you please check and ensure it meets your expectations so I can finalize the settings? 😊

**[2026-04-20 03:22:01] user/Riley Walton**

> yes one second

**[2026-04-20 03:22:06] admin/Rick**

> [Image]

**[2026-04-20 03:22:07] admin/Rick**

> Sure!

**[2026-04-20 03:22:27] admin/Rick**

> Also, I'd love to offer you something special!
>  I'll remove the 'Powered by Subi' branding (normally reserved for users on the paid plans), free of charge, as I'm genuinely impressed with your store. How does that sound? 😉

**[2026-04-20 03:23:26] user/Riley Walton**

> Yes that would be awesome we truly appreciate that!

**[2026-04-20 03:23:39] admin/Rick**

> No worries, my friend 😎
>  [Image]

**[2026-04-20 03:24:14] admin/Rick**

> Alright, way better now!
>  [Image]

**[2026-04-20 03:24:29] admin/Rick**

> Is there anything else I can assist you with at the moment, Riley? 😊

**[2026-04-20 03:24:32] user/Riley Walton**

> thank you so much!

**[2026-04-20 03:24:40] admin/Rick**

> My absolute pleasure, my friend 😇 You're more than welcome!

**[2026-04-20 03:24:51] admin/Rick**

> Also, if nothing else for now, can I ask for a little favor? 🥹 I promise it'll just take less than a minute of your time.

**[2026-04-20 03:24:52] user/Riley Walton**

> No thank you have a great night

**[2026-04-20 03:25:13] admin/Rick**

> If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below:
>  Subi | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-04-20 03:25:30] user/Riley Walton**

> Yes we will do that Thanks again

**[2026-04-20 03:26:00] admin/Rick**

> Wow! I appreciate your kindness, Riley 😍 ﻿Can't wait to read your kind words.

**[2026-04-20 03:26:15] admin/Rick**

> And again, my pleasure to help 🥹

**[2026-04-20 03:27:20] admin/Rick**

> It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
> 
>  Have a great day! 🫶🏻
>  [GIF]

**[2026-04-20 03:27:35] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-04-20 03:27:35] bot/Luna**

> [Conversation Rating Request]

</details>
