---
conversation_id: "215474192338495"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474192338495?view=List"
shopify_domain: "knya-med.myshopify.com"
shopify_url: "https://knya-med.myshopify.com"
company_name: ""
is_vip: false
app: "Discounty"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-05-06T05:49:28Z"
closed_at: "2026-05-15T06:54:52Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "IND"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Email"
team_id: 7400181
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Abhijeet Kaji"
customer_email: "hello@knya.in"
contact_email_type: "team_mailbox"
contact_email_role_hint: "hello"
seconds_to_human_handoff: 12805
seconds_to_first_admin_reply: 12805
seconds_from_start_to_review_ask: 23894
seconds_from_handoff_to_review_ask: 11089
seconds_from_first_reply_to_review_ask: 11089
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 17
customer_message_count: 8
admin_message_count_total: 19
note_count: 0
customer_word_count: 588
admin_word_count: 542
count_reopens: 1
count_assignments: 3
handling_time_seconds: 5203
sla_name: "Emails First 3h"
sla_status: "missed"
fin_participated: true
fin_resolution_state: "Escalated"
fin_source_workflow: "All Apps - Email Inbox"
intercom_in_chat_rating: null
intercom_cx_score: null
review_ticket_id: "215474200931133"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474200931133?view=List"
review_rating: 5
review_posted_at: "2026-05-06T18:17:37Z"
seconds_from_ask_to_review: 20995
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 215474192338495 — Knya ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474192338495?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474200931133?view=List)  ·  🔗 [Visit Shopify store](https://knya-med.myshopify.com)

## Overview
- **Merchant:** Abhijeet Kaji — `hello@knya.in` (team mailbox (`hello@…` — a shared inbox, not a single person))
- **Store:** knya-med.myshopify.com · 🌍 Mumbai, Maharashtra, India
- **App:** Discounty *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

## App usage — Discounty
- **Discounty plan:** —
- **Installed on:** 2026-05-04 12:27:54 UTC
- **Install to conversation start:** 1 day before this conversation

## Summary
Merchant Hardik Rawal from Knya requested a free trial extension beyond the standard period to evaluate the Discounty app for an upcoming high-traffic sale campaign. After initial AI bot interaction and escalation to human agent Pearl, the team agreed to enable test mode until May 15th with full live-plan access at no charge. The merchant completed their evaluation, left a review, but ultimately downgraded their plan post-trial due to internal campaign restructuring, intending to return when ready.

> "Since this is a high-traffic campaign, testing in a live scenario is critical for us to understand the actual impact on pricing, cart behavior, and overall performance."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-06 05:49:28 | +0s | — |
| Handed to human (Pearl) | 2026-05-06 09:22:53 | +3h 33m | +0s |
| First reply to customer | 2026-05-06 09:22:53 | +3h 33m | +0s |
| Review requested by Pearl | 2026-05-06 12:27:42 | +6h 38m | +3h 4m |
| Conversation closed | 2026-05-15 06:54:52 | +9d 1h | +8d 21h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-06 18:17:37 | +12h 28m | +8h 54m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Billing | Free trial extension | Merchant requested an extension of the free trial until May 15th to evaluate the app for a live sale campaign. | yes |
| 2 | How-To / Setup | Campaign discount configuration | Merchant wanted guidance on setting up discount configurations and validating pricing logic across PDP, cart, and checkout for a live campaign. | partial |
| 3 | Billing | Live usage during trial | Merchant requested the ability to use the app in a live sale environment (not just test mode) during the extended trial period. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Email Inbox
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot informed the merchant about an existing Mother's Day promotion trial extension and offered options, but was unable to grant a custom extension beyond May 10th, so it escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +6h 38m after conversation start (+3h 4m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-06 18:17:37 UTC
- **Time from ask to review publish:** +5h 49m
- **Time from conversation start to publish:** +12h 28m
- **Match method:** `fuzzy_via_email_domain(knya)`
- **Shop name on review:** Knya
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Excellent support and quick response from Pearl. Very helpful.

## Statistics
- **Messages:** 17 (8 customer, 19 admin)
- **Internal notes:** 0
- **Word count:** customer 588, admins 542
- **Total handling time (Intercom):** +1h 26m
- **Reopens:** 1
- **Assignments:** 3
- **SLA:** Emails First 3h — ❌ missed

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

## Tags & Topics
- **Tags:** Discounty Panel Help Email, Started by Email
- **Topics:** DS - Asked for review

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Test mode restriction prevented live sales usage during trial, requiring manual team intervention to grant live plan access without billing

## Full transcript
<details>
<summary>Click to expand — 17 messages</summary>

**[2026-05-06 05:49:28] user/Abhijeet Kaji [source]**

> From: Hardik
> Subject: Plans and limitations
> 
> shop: knya-med.myshopify.com
> send at: 2026/05/06, 09:19:27 +0330(+0330)
> name: Hardik
> email: hardik@knya.in
> message: Hi Team,
> 
> We’ve been exploring your app and are currently evaluating it for our upcoming campaigns. We’d like to test a few additional use cases and ensure everything works smoothly before moving ahead with a subscription.
> 
> Could you please extend our free trial by an additional 7 days? This will help us complete our evaluation confidently and make a decision.
> 
> We’re keen on using Discounty for our sale period, and this extension would really help us move forward.
> 
> Looking forward to your support.
> 
> Thanks.
> 
> Best,
> Hardik Rawal

**[2026-05-06 05:49:54] bot/Luna**

> Hi Hardik,
>  I'm Luna, an AI assistant here to help with quick questions and concerns. If I can't handle something myself, a real human teammate can step in.
>  We can't automatically extend the free trial from here, but we may be able to help with extended access depending on your case.
>  Also, there's currently an extended 7-day trial as part of our Mother's Day promotion, and it's available until May 10.
>  Would either of these options work for you, or would you like to speak with our team about your specific situation?

**[2026-05-06 05:58:53] user/(unknown)**

> Hi Luna, ​
>  Thanks for your response. ​
>  I’d like to connect with a human team member to discuss our use case and ensure we’re set up correctly for our upcoming campaign. ​
>  Also, our evaluation and campaign timelines extend beyond May 10. To properly test everything, we would need the free trial until May 15. It would really help if you could consider extending it till then so we can complete our evaluation smoothly. ​
>  Looking forward to your support. ​
>  Best,
>  Hardik Rawal

**[2026-05-06 05:59:15] bot/Luna**

> We've received your message and our team will get back to you as soon as possible!
> 
>  In the meantime, could you share any additional details that might help us assist you better? For example: screenshots, relevant URLs, or anything else that gives us more context. The more we know, the faster we can help!

**[2026-05-06 06:09:21] user/(unknown)**

> Here are a few details to give more context: ​
>  We’re planning a 3-day sale campaign using Discounty.
>  We want to test multiple discount configurations and ensure everything works smoothly before going live
>  Our key focus is validating pricing logic across PDP, cart, and checkout ​
>  As mentioned earlier, it would really help if we could connect with a human team member to align on setup and best practices. ​
>  Also, since our testing and campaign extend beyond May 10, we’d request you to consider extending our free trial until May 15 so we can complete the evaluation without any disruption. ​
>  Please let me know if you need anything else from our end. ​
>  Best,
>  Hardik Rawal

**[2026-05-06 09:22:53] admin/Pearl**

> Hi Hardik,
> 
>  This is Pearl, a human team member — thanks for your patience!
> 
>  I've gone through your requirements and happy to help you get set up for your upcoming campaign. Feel free to share any specific questions around discount configurations, pricing logic on PDP, cart, or checkout — I'm here to walk you through it.
> 
>  Regarding the trial extension: I can enable test mode for you until May 15th so you have enough time to complete your evaluation. Please note that during this period, the app should only be used for testing purposes — not for live/real sales. Once you're confident everything works as expected, you can subscribe to a plan and go live with your campaign.
> 
>  Let me know if you'd like me to go ahead and enable that, or if you have any other questions!
> 
>  Best,
>  Pearl

**[2026-05-06 09:31:32] user/(unknown)**

> Hi Pearl, ​
>  Thanks for your response and for offering to extend access till May 15, really appreciate the support. ​
>  I understand the limitation around test mode, however our requirement is to evaluate Discounty in a real sale environment. Since this is a high-traffic campaign, testing in a live scenario is critical for us to understand the actual impact on pricing, cart behavior, and overall performance. ​
>  Our intent is to fully assess the app during this period and, if everything works smoothly without issues, we’re happy to move ahead with a paid subscription immediately after. In case we’re unable to validate it in a live setup, we may have to explore other options. ​
>  Would it be possible to allow live usage until May 15 just for this campaign? This would really help us make a confident and quick decision. ​
>  Looking forward to your support on this. ​
>  Best,
>  Hardik Rawal

**[2026-05-06 09:52:32] admin/Pearl**

> Hi Hardik,
> 
>  Thanks for explaining your use case — that makes sense.
> 
>  Let me check with our team on this and get back to you as soon as possible. I'll make sure to prioritize it so it doesn't hold up your campaign planning.
> 
>  Best,
>  Pearl | Discounty Customer Care Team

**[2026-05-06 10:02:39] user/(unknown)**

> Hi Pearl, ​
>  Thanks for taking this up, really appreciate. ​
>  Looking forward for the positive response. ​
>  Best,
>  Hardik Rawal

**[2026-05-06 12:20:06] admin/Pearl**

> Hi Hardik,
> 
>  Great news — I've checked with our team and we're happy to support your evaluation!
> 
>  We've enabled test mode for you until May 15th. During this period, you can choose any paid plan and use the app fully in your live campaign without being charged. This way you can evaluate everything in a real sale environment with no risk.
> 
>  On May 15th, test mode will be automatically removed, and regular billing will begin on whichever plan you've selected.
> 
>  Feel free to reach out if you need any help with setup or configuration!
> 
>  Best,
>  Pearl | Discounty Customer Care Team

**[2026-05-06 12:23:53] user/(unknown)**

> Hi Pearl, ​
>  Really appreciate for it. Thanks so much. ​
>  Best,
>  Hardik Rawal

**[2026-05-06 12:27:42] admin/Pearl**

> You are most welcome, Hardik.
>  Hope every thing goes as smoothly as possible.
> 
>  Also, I was wondering, can I ask for a small favor?
>  I would be grateful if you can consider writing a short review before you leave.
> 
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link if you like.
> 
>  Always happy to help if you face issues or have questions,
>  Pearl | Discounty Customer Care Team

**[2026-05-06 12:33:10] user/(unknown)**

> Done. ​
>  Best,
>  Hardik

**[2026-05-06 12:37:08] admin/Pearl**

> Thank you so much!
>  I can not wait to read it :)
>  Hope it was a 5 star✨
> 
>  Best regards,
>  Pearl | Discounty Customer Care Team

**[2026-05-15 06:16:20] admin/Pearl**

> Hi Hardik,
> 
>  Just a quick heads-up — as discussed, test mode on your account is set to be automatically removed today (May 15th), and regular billing will begin on the plan you've selected.
> 
>  Hope your campaign went smoothly! If you ran into any issues during the sale or have questions about your plan, feel free to reach out — happy to help.
> 
>  Best,
>  Pearl | Discounty Customer Care Team

**[2026-05-15 06:43:16] user/(unknown) [open]**

> Hi Pearl, ​
>  Thanks a lot for all the support for extended trial throughout the setup and evaluation process, really appreciate the quick assistance from your end. ​
>  At the moment, we’ve downgraded the plan from our side, as we’re currently restructuring and planning our upcoming full-fledged campaigns. Hence, we would not want billing to continue for now. ​
>  Once our campaign planning is finalized, we’ll definitely upgrade and continue using Discounty again. ​
>  Thanks once again for all the support and coordination. ​
>  Best,
>  Hardik Rawal

**[2026-05-15 06:54:46] admin/Pearl**

> Hi Hardik,
> 
>  Thank you so much for the kind words and for letting me know. Happy to hear the evaluation went well, and that Discounty is part of your plans for the upcoming campaigns.
> 
>  We'll be right here whenever you're ready to ramp things back up. If you need any help with setup or strategy when that time comes, just drop me a line.
> 
>  Wishing you all the best with the restructuring!
> 
>  Best,
>  Pearl | Discounty Customer Care Team

</details>
