---
conversation_id: "215474152512170"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474152512170?view=List"
shopify_domain: "we1fhi-sv.myshopify.com"
shopify_url: "https://we1fhi-sv.myshopify.com"
company_name: "SAM SAM"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-02T14:00:18Z"
closed_at: "2026-05-04T14:38:20Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "NLD"
region_source: "contact_location"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Dela", "Sam"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Eva Cremers"
customer_email: "hello@clubsamsam.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 242
seconds_to_first_admin_reply: 242
seconds_from_start_to_review_ask: 1819
seconds_from_handoff_to_review_ask: 1577
seconds_from_first_reply_to_review_ask: 1577
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 39
customer_message_count: 14
admin_message_count_total: 24
note_count: 0
customer_word_count: 143
admin_word_count: 191
count_reopens: 0
count_assignments: 6
handling_time_seconds: 22783
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: 5
review_ticket_id: "215474161633467"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474161633467?view=List"
review_rating: 5
review_posted_at: "2026-05-03T18:18:49Z"
seconds_from_ask_to_review: 100092
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 215474152512170 — SAM SAM ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474152512170?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474161633467?view=List)  ·  🔗 [Visit Shopify store](https://we1fhi-sv.myshopify.com)

## Overview
- **Merchant:** Eva Cremers — `hello@clubsamsam.com` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** we1fhi-sv.myshopify.com · 🌍 Arnhem, Gelderland, Netherlands
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Grow
- **Currency:** EUR
- **Store created on Shopify:** 2025-10-14

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-20 09:27:40 UTC
- **Install to conversation start:** 12 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 3

## Summary
Merchant Eva Cremers reported that a back-in-stock notification button did not match her theme's styling. Agent Dela fixed the button appearance, then also adjusted the email pop-up by removing the 'via:' label and addressing a gradient issue. Both issues were resolved to the merchant's satisfaction, and she left a public review.

> "yeah looks great thank you for the quick reply"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-02 14:00:18 | +0s | — |
| Handed to human (Dela) | 2026-05-02 14:04:20 | +4m 2s | +0s |
| First reply to customer | 2026-05-02 14:04:20 | +4m 2s | +0s |
| Review requested by Dela | 2026-05-02 14:30:37 | +30m 19s | +26m 17s |
| Conversation closed | 2026-05-04 14:38:20 | +2d 0h | +2d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-03 18:18:49 | +1d 4h | +1d 4h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Button styling not matching theme | The merchant reported that the notification button was not rendering as a pill shape consistent with her theme settings. | yes |
| 2 | How-To / Setup | Email pop-up style customisation | The merchant asked whether the email pop-up could be adjusted to remove the 'via:' label and eliminate a gradient on the variant image. | yes |

## 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 gathered initial details from the merchant and routed the conversation to the human support team, also requesting a conversation rating.

## Review request
- **Asked:** Yes — +30m 19s after conversation start (+26m 17s after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-03 18:18:49 UTC
- **Time from ask to review publish:** +1d 3h
- **Time from conversation start to publish:** +1d 4h
- **Match method:** `ok`
- **Shop name on review:** SAM SAM
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Thank you Dela for the quick help!

## Statistics
- **Messages:** 39 (14 customer, 24 admin)
- **Internal notes:** 0
- **Word count:** customer 143, admins 191
- **Total handling time (Intercom):** +6h 19m
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer reported product design issues which the teammate promptly fixed, resulting in a positive resolution and customer satisfaction.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Notification button pill styling not inheriting theme settings
- Email pop-up not inheriting website style (unwanted 'via:' label and gradient)

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

**[2026-05-02 14:00:18] user/Eva Cremers [source]**

> Button is appearing but doesn’t match with my theme

**[2026-05-02 14:00:35] bot/Luna**

> I'll connect you with someone from our team who can help with this. Meanwhile, could you share more details about your theme and the button issue to help them assist you better?

**[2026-05-02 14:01:08] bot/Luna**

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

**[2026-05-02 14:01:22] user/Eva Cremers**

> I have an issue that's slowing me down

**[2026-05-02 14:01:23] 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:

**[2026-05-02 14:01:23] bot/Luna**

> [Conversation Rating Request]

**[2026-05-02 14:01:24] 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@clubsamsam.com.

**[2026-05-02 14:02:08] user/Eva Cremers**

> [Image] Hi, as you can see, the button appears weird on the page, not inside a button pill (which is in my theme setting). Hope you know how to fix this please!

**[2026-05-02 14:04:20] admin/Dela**

> Hi Eva!👋🏼 ﻿Hope you're doing great. This is Dela here from Notify Me!

**[2026-05-02 14:04:27] admin/Dela**

> Thanks for reaching out

**[2026-05-02 14:04:44] admin/Dela**

> You're right, It is weird. I'll fix it right now for you

**[2026-05-02 14:17:41] admin/Dela**

> Is it ok this way?
>  [Image]

**[2026-05-02 14:22:46] user/Eva Cremers**

> yeah looks great thank you for the quick reply

**[2026-05-02 14:23:06] admin/Dela**

> My pleasure! I'll apply it right now

**[2026-05-02 14:23:17] admin/Dela**

> Anything else I can help you with in the meatime?

**[2026-05-02 14:24:19] user/Eva Cremers**

> [Image] Yeah it looks like the email pop up also doesnt follow the website style, is this something we can adjust ? 😊

**[2026-05-02 14:25:14] admin/Dela**

> Sure! What exactly needs an adjustment?

**[2026-05-02 14:27:01] user/Eva Cremers**

> Can you remove: "via:" as they only will have the option to get notified through email.
>  if we can get rid of the gradient in n"140x220" that would also be amazing. If not, no worries.

**[2026-05-02 14:28:03] admin/Dela**

> I'm on it!

**[2026-05-02 14:28:08] admin/Dela**

> What else? :D

**[2026-05-02 14:28:17] user/Eva Cremers**

> That's it! Thanks so much

**[2026-05-02 14:28:43] admin/Dela**

> My pleasure! May I also ask a quick tiny favor in the meantime?

**[2026-05-02 14:29:36] user/Eva Cremers**

> yes sure

**[2026-05-02 14:30:37] admin/Dela**

> If I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇"
>  "Mentioning my name would be the cherry on top! 🍒
> 
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-02 14:32:55] admin/Dela**

> Via is gone, and I don't see any gradient for the variant part.
>  [Image] What browser are you using?

**[2026-05-02 15:17:07] admin/Dela**

> Are we still connected, dear Eva?

**[2026-05-02 15:47:38] user/Eva Cremers**

> of course, will do!

**[2026-05-02 15:47:39] user/Eva Cremers**

> Sorry t

**[2026-05-02 15:47:45] user/Eva Cremers**

> Sorry for the late reply

**[2026-05-02 15:49:19] admin/Dela**

> No problem at all!

**[2026-05-02 15:49:27] admin/Dela**

> Is everything ok now?

**[2026-05-02 15:50:55] user/Eva Cremers**

> yes thank you!

**[2026-05-02 15:51:18] admin/Dela**

> My pleasure! Should I be waiting for your kind words then?🙈

**[2026-05-03 08:47:52] user/Eva Cremers**

> It's live!

**[2026-05-03 08:47:58] user/Eva Cremers**

> The review, thanks again

**[2026-05-03 08:55:02] bot/Luna**

> The agent you were working with is currently unavailable.
> 
>  Your message has been received and will be followed up as soon as they are back online. ​
>  If you would like, you can add any relevant details now to help us resolve this faster.

**[2026-05-04 14:38:18] admin/Dela**

> Hey! I just got back to my desk and saw your review. Thanks so so much. Let me know if there's anything else I can help you with.
> 
>  Best,

**[2026-05-04 14:38:31] bot/Luna**

> Help Dela understand how they’re doing:

**[2026-05-04 14:38:32] bot/Luna**

> [Conversation Rating Request]

</details>
