---
conversation_id: "215474176054248"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474176054248?sidebar_tab=details&view=List"
shopify_domain: "pet01b-1h.myshopify.com"
shopify_url: "https://pet01b-1h.myshopify.com"
company_name: "Liverly"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-04T23:20:45Z"
closed_at: "2026-05-04T23:53:12Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "France"
region_source: "company_country"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Monitoring"
team_id: 7846933
all_admins_involved: ["Grace"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Cedric LAFORÊT"
customer_email: "cedriclaforet@outlook.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 67
seconds_to_first_admin_reply: 67
seconds_from_start_to_review_ask: 1356
seconds_from_handoff_to_review_ask: 1289
seconds_from_first_reply_to_review_ask: 1289
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 42
customer_message_count: 15
admin_message_count_total: 26
note_count: 0
customer_word_count: 78
admin_word_count: 529
count_reopens: 0
count_assignments: 2
handling_time_seconds: 1920
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: "215474177084533"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084533?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T02:18:21Z"
seconds_from_ask_to_review: 9300
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 215474176054248 — Liverly ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474176054248?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084533?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://pet01b-1h.myshopify.com)

## Overview
- **Merchant:** Cedric LAFORÊT — `cedriclaforet@outlook.com` (personal address on a free email provider)
- **Store:** pet01b-1h.myshopify.com · 🌍 Boardman, Oregon, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2025-06-03

## App usage — Discounty
- **Discounty plan:** Ultimate — $145/monthly
- **Installed on:** 2026-05-04 23:17:28 UTC
- **Install to conversation start:** 3 minutes before this conversation
- **Uninstalled on:** 2026-05-05 01:34:52 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
Merchant Cedric had a leftover active price rule campaign from a previous Discounty installation that needed to be cleaned up after reinstalling the app. Agent Grace confirmed no discounts were currently live on the products, then migrated and deactivated the old campaign, restoring the merchant's access to the app panel. The issue was fully resolved and the conversation ended very positively.

> "I've already done it , i give you five stars , and a great feedback"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-04 23:20:45 | +0s | — |
| Handed to human (Grace) | 2026-05-04 23:21:52 | +1m 7s | +0s |
| First reply to customer | 2026-05-04 23:21:52 | +1m 7s | +0s |
| Review requested by Grace | 2026-05-04 23:43:21 | +22m 36s | +21m 29s |
| Conversation closed | 2026-05-04 23:53:12 | +32m 27s | +31m 20s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 02:18:21 | +2h 57m | +2h 56m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Orphaned campaign from previous installation | The merchant needed help resolving a leftover active price rule campaign from a previous Discounty installation that was blocking normal use of the app. | yes |
| 2 | Account / Access | Panel access restoration | The merchant needed access to their Discounty panel restored after reinstalling the app. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +22m 36s after conversation start (+21m 29s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 02:18:21 UTC
- **Time from ask to review publish:** +2h 35m
- **Time from conversation start to publish:** +2h 57m
- **Match method:** `ok`
- **Shop name on review:** Liverly
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 42 (15 customer, 26 admin)
- **Internal notes:** 0
- **Word count:** customer 78, admins 529
- **Total handling time (Intercom):** +32m 0s
- **Reopens:** 0
- **Assignments:** 2

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

## Tags & Topics
- **Tags:** Started by Proactive, Discounty - asked for review
- **Topics:** New installation, DS - Asked for review, DIS - Orphan campaigns

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
  - Remark: "top"
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer received high-quality assistance from the teammate, expressed strong positive sentiment and appreciation, and confirmed resolution with enthusiastic feedback.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Orphaned campaign from previous installation prevented merchant from using the app normally after reinstall

## Full transcript
<details>
<summary>Click to expand — 42 messages</summary>

**[2026-05-04 23:20:45] user/Cedric LAFORÊT [source]**

> I need assistance reviewing my previous Discounty installation.

**[2026-05-04 23:21:13] bot/Luna [note]**

> 🚨This shop has reinstalled and has ACTIVE price rule campaign(s) from previous installation! 🚨
> 
>  ----
>  ❗️Important note❗️
>  In this process, communicate clearly with the merchant.
>  - Do nothing without merchant confirmation.
> - Explain the situation and what you plan to do.
> - Only revert prices after they confirm.
> - They may have already reverted changes, and redoing it could overwrite their updates.
>  ----- ​
>  Support actions:
>  1. Check their profile from Django admin to fully understand the situation.
> 2. Communicate the situation with merchant clearly, and get their confirm on whatever you're going to do.
> 3. Follow our usual guideline to deactivate previous campaigns.
> 4. If you're unsure about what you're doing, mention tech/product team for review.
> 5. Once the campaign is deactivated and the merchant confirms prices are correct, go to Django Admin → Account → Orphan Campaigns, find the shop, and click Reset.
> 6. After refreshing once, the merchant can use the app normally and create campaigns.
>  More info: Discord post
>  ---- ​ CC: Rina

**[2026-05-04 23:21:52] admin/Grace**

> Hi there, dear Cedric!
>  This is Grace from Discounty Support.
>  How are you today?

**[2026-05-04 23:22:19] admin/Grace**

> It looks like in your previous installation, there was a campaign that hadn’t fully expired when the app was uninstalled. To handle this correctly, we need to follow a couple of steps.
> 
>  Before we move forward, I just want to check one thing.
>  Have you already updated your prices, or are they still discounted from that campaign?
> 
>  Since reverting the campaign would impact those prices, I want to make sure we don’t change anything you’ve already set intentionally.
> 
>  The steps we need to take are:
>  1. Migrate the campaign to your new installation
> 2. Revert and deactivate it properly
>  I look forward to your response and to resolving this for you.

**[2026-05-04 23:26:29] user/Cedric LAFORÊT**

> yes

**[2026-05-04 23:27:25] admin/Grace**

> Thank you so much Cedric,
>  Just to clarify, so there are no Discounts currently live on your products from Discounty, Is that right?

**[2026-05-04 23:28:02] user/Cedric LAFORÊT**

> yes

**[2026-05-04 23:28:27] admin/Grace**

> Great!
>  I'll go ahead and give you access to your panel now (:

**[2026-05-04 23:28:38] admin/Grace**

> Could you please bear with me for a few moments?

**[2026-05-04 23:28:44] admin/Grace**

> [GIF]

**[2026-05-04 23:29:14] user/Cedric LAFORÊT**

> thank you very much grace

**[2026-05-04 23:29:50] admin/Grace**

> No problem at all My pleasure (:
>  You should have access to your panel now.
>  Could you please check? 🙌

**[2026-05-04 23:30:23] user/Cedric LAFORÊT**

> it's work

**[2026-05-04 23:30:34] admin/Grace**

> [GIF]

**[2026-05-04 23:30:37] user/Cedric LAFORÊT**

> thank you

**[2026-05-04 23:30:44] user/Cedric LAFORÊT**

> ver much grace

**[2026-05-04 23:30:48] admin/Grace**

> You are absolutely welcome (:

**[2026-05-04 23:30:49] user/Cedric LAFORÊT**

> i love you

**[2026-05-04 23:35:15] admin/Grace**

> I'm not sure how I should answer that.😅

**[2026-05-04 23:35:55] admin/Grace**

> Can I interest you in a cat gif?
>  [GIF]

**[2026-05-04 23:36:14] admin/Grace**

> I'm always happy to help dear Cedric
>  is there anything else I can help you out with at the moment ?(:

**[2026-05-04 23:38:40] user/Cedric LAFORÊT**

> No, I just wanted to tell you that I was lucky to receive assistance from the most wonderful customer support

**[2026-05-04 23:39:56] admin/Grace**

> [GIF]

**[2026-05-04 23:40:27] admin/Grace**

> Ok then I love you too😍
>  Thank you for being the most amazing Customer ever (:

**[2026-05-04 23:41:49] admin/Grace**

> Looks like you might be all set now 🙌🤍
>  If you find yourself needing any help I will be right here
> 
>  Also,I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time😶

**[2026-05-04 23:43:00] user/Cedric LAFORÊT**

> YES

**[2026-05-04 23:43:21] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me it will only take 3 clicks and would absolutely make my day?✨😍
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here if you'd like: Discounty Review Link

**[2026-05-04 23:43:56] admin/Grace**

> [GIF]

**[2026-05-04 23:44:19] user/Cedric LAFORÊT**

> With pleasure, my dear

**[2026-05-04 23:44:42] admin/Grace**

> [GIF]

**[2026-05-04 23:45:30] admin/Grace**

> You are a peach! 💛
>  this conversation really made my day after a long shift .
>  Thank you so much for your good vibes and Great energy 🥹
>  I look forward to reading it

**[2026-05-04 23:46:11] user/Cedric LAFORÊT**

> [GIF]

**[2026-05-04 23:46:43] user/Cedric LAFORÊT**

> the best customer support ever

**[2026-05-04 23:48:02] user/Cedric LAFORÊT**

> take care of your self my dear

**[2026-05-04 23:48:53] admin/Grace**

> Thank you so much and right back at you 😍
>  I hope your sale is a huge success and please reach out anytime
>  [GIF]

**[2026-05-04 23:49:20] admin/Grace**

> Also,If it is not too much trouble, can you let me know when it’s submitted so I can keep an eye out for it? Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈

**[2026-05-04 23:51:18] user/Cedric LAFORÊT**

> I've already done it , i give you five stars , and a great feedback

**[2026-05-04 23:51:58] admin/Grace**

> [GIF]

**[2026-05-04 23:52:36] admin/Grace**

> Have a great day ahead
>  and thank you so much for taking the time to do that,
>  Really mean a ton🤍

**[2026-05-04 23:53:12] admin/Grace**

> It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off.🥹
>  I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.
> 
>  Have a great day! 🙌🏻🤍

**[2026-05-04 23:53:24] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-05-04 23:53:24] bot/Luna**

> [Conversation Rating Request]

</details>
