---
conversation_id: "215474015791548"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474015791548?view=List"
shopify_domain: "wt4uvm-gh.myshopify.com"
shopify_url: "https://wt4uvm-gh.myshopify.com"
company_name: "Gadgets ona Roll"
is_vip: false
app: "Convi"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Convi"
created_at: "2026-04-22T04:00:59Z"
closed_at: "2026-04-22T08:20:22Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "AUS"
region_source: "contact_location"
assignee_admin_id: "7833376"
assignee_name: "Shawn"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Shawn"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Gadgets ona Roll"
customer_email: "1110fitzjosh@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 12652
seconds_from_start_to_review_ask: 15310
seconds_from_handoff_to_review_ask: 15309
seconds_from_first_reply_to_review_ask: 2658
review_asked: true
review_ask_admin_name: "Shawn"
num_messages: 41
customer_message_count: 19
admin_message_count_total: 19
note_count: 1
customer_word_count: 128
admin_word_count: 168
count_reopens: 1
count_assignments: 2
handling_time_seconds: 4714
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 5
review_ticket_id: "215474018424262"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7833376/conversation/215474018424262?view=List"
review_rating: 5
review_posted_at: "2026-04-22T10:18:27Z"
seconds_from_ask_to_review: 7338
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 215474015791548 — Gadgets ona Roll ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474015791548?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7833376/conversation/215474018424262?view=List)  ·  🔗 [Visit Shopify store](https://wt4uvm-gh.myshopify.com)

## Overview
- **Merchant:** Gadgets ona Roll — `1110fitzjosh@gmail.com` (personal address on a free email provider)
- **Store:** wt4uvm-gh.myshopify.com · 🌍 Brisbane, Queensland, Australia
- **App:** Convi
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** AUD
- **Store created on Shopify:** 2026-03-22

## App usage — Convi
- **Convi plan:** —
- **Installed on:** 2026-04-22 03:59:55 UTC
- **Install to conversation start:** 1 minute before this conversation

## Summary
A new merchant wanted to customise their Convi chat widget by enlarging the 'Customer Support' label, changing the background colour to yellow, and matching the avatar and bubble colours. Agent Shawn made the adjustments iteratively, restored the settings after the merchant accidentally reset them to default, and the issue was fully resolved to the merchant's satisfaction.

> "perfect thanks!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 04:00:59 | +0s | — |
| Handed to human (Shawn) | 2026-04-22 04:01:00 | +1s | +0s |
| First reply to customer | 2026-04-22 07:31:51 | +3h 30m | +3h 30m |
| Review requested by Shawn | 2026-04-22 08:16:09 | +4h 15m | +4h 15m |
| Conversation closed | 2026-04-22 08:20:22 | +4h 19m | +4h 19m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 10:18:27 | +6h 17m | +6h 17m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget appearance customisation | The merchant wanted to resize the 'Customer Support' text label and change the widget colours to yellow for the avatar and bubble. | yes |
| 2 | Technical Bug | Accidental reset to default settings | The merchant accidentally reset the widget to default while trying to find the colour palette and needed the custom settings restored. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +4h 15m after conversation start (+4h 15m after human handoff)
- **Requested by:** Shawn
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 10:18:27 UTC
- **Time from ask to review publish:** +2h 2m
- **Time from conversation start to publish:** +6h 17m
- **Match method:** `ok`
- **Shop name on review:** Gadgets ona Roll
- **App listed on review:** Convi - AI Support Chatbot

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

## Statistics
- **Messages:** 41 (19 customer, 19 admin)
- **Internal notes:** 1
- **Word count:** customer 128, admins 168
- **Total handling time (Intercom):** +1h 18m
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 1 (Shawn)
- **Primary assignee:** Shawn
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive
- **Topics:** Convi - New installation - Proactive

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought customization help for the product's pop-up appearance and received high-quality, responsive support from the teammate, resulting in positive product feedback and confirmed resolution.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - No built-in colour palette UI discoverable by merchant without accidentally resetting widget to default

## Full transcript
<details>
<summary>Click to expand — 41 messages</summary>

**[2026-04-22 04:00:59] user/Gadgets ona Roll [source]**

> I just installed Convi

**[2026-04-22 04:01:00] admin/Shawn [note]**

> app_embed_is_activated: False

**[2026-04-22 04:01:06] bot/Luna [note]**

> New installation - Proactive

**[2026-04-22 07:01:49] user/Gadgets ona Roll [open]**

> hello i want to change what the pop up looks like

**[2026-04-22 07:31:51] admin/Shawn**

> Hi there, I hope you are doing well

**[2026-04-22 07:32:28] admin/Shawn**

> Could you please specify what modifications you'd like for your pop-up?

**[2026-04-22 07:37:23] user/Gadgets ona Roll**

> [Image] i want to make it bigger (about twice as large)

**[2026-04-22 07:45:55] admin/Shawn**

> Do you mean this box? ​
>  [Image]

**[2026-04-22 07:46:17] admin/Shawn**

> Or this button? ​
>  [Image]

**[2026-04-22 07:46:27] user/Gadgets ona Roll**

> yeah the little circle bottom right of page yes that one

**[2026-04-22 07:46:45] user/Gadgets ona Roll**

> i just want to make "customer support" bigger not the bubble itself

**[2026-04-22 07:46:57] admin/Shawn**

> I see, Let me change something

**[2026-04-22 07:49:36] user/Gadgets ona Roll**

> ok

**[2026-04-22 07:50:00] user/Gadgets ona Roll**

> and i want yellow background the same for avatar and bubble

**[2026-04-22 07:55:36] admin/Shawn**

> What do you think about this? ​
>  [Image]

**[2026-04-22 08:02:09] user/Gadgets ona Roll**

> love it just zoom it out a fraction

**[2026-04-22 08:03:04] user/Gadgets ona Roll**

> a tiny tiny bit too big

**[2026-04-22 08:03:48] admin/Shawn**

> Ok, let me change it

**[2026-04-22 08:05:01] admin/Shawn**

> Is it better now?

**[2026-04-22 08:05:40] user/Gadgets ona Roll**

> zoom out just a fraction more and should be good to go

**[2026-04-22 08:05:46] user/Gadgets ona Roll**

> thanks for your help

**[2026-04-22 08:08:55] admin/Shawn**

> Could you please check it out?

**[2026-04-22 08:09:01] user/Gadgets ona Roll**

> OK

**[2026-04-22 08:09:42] user/Gadgets ona Roll**

> crap i clicked the wrong one i accidentally changed it to the default on, can you check again

**[2026-04-22 08:09:55] user/Gadgets ona Roll**

> was trying to search for colour pallet

**[2026-04-22 08:10:02] admin/Shawn**

> Yes, no worries

**[2026-04-22 08:11:16] admin/Shawn**

> Please give me your logo file

**[2026-04-22 08:11:30] user/Gadgets ona Roll**

> [Image]

**[2026-04-22 08:12:31] admin/Shawn**

> Done! Could you please check the widget now?

**[2026-04-22 08:13:20] user/Gadgets ona Roll**

> perfect thanks!

**[2026-04-22 08:13:39] admin/Shawn**

> You're welcome 🥂

**[2026-04-22 08:13:58] admin/Shawn**

> Is there anything else I can assist you with?

**[2026-04-22 08:14:50] user/Gadgets ona Roll**

> all good for now thankyou! ​

**[2026-04-22 08:15:38] admin/Shawn**

> Before you leave, may I ask you for a favor?

**[2026-04-22 08:15:56] user/Gadgets ona Roll**

> yes

**[2026-04-22 08:16:09] admin/Shawn**

> 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: ﻿​﻿﻿​﻿Convi | Review Link

**[2026-04-22 08:17:49] user/Gadgets ona Roll**

> done!

**[2026-04-22 08:18:10] admin/Shawn**

> Wow 😍 Thank you very much!

**[2026-04-22 08:19:53] admin/Shawn**

> 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. 🙌🏻

**[2026-04-22 08:20:34] bot/Luna**

> Help Shawn understand how they’re doing:

**[2026-04-22 08:20:34] bot/Luna**

> [Conversation Rating Request]

</details>
