---
conversation_id: "215474299252211"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474299252211"
shopify_domain: "sennheisersingapore.myshopify.com"
shopify_url: "https://sennheisersingapore.myshopify.com"
company_name: "Sennheiser Singapore"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-14T06:51:07Z"
closed_at: "2026-05-14T09:39:51Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "SGP"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mo Ramez", "Pearl", "Sam"]
agent_count: 3
agent_count_bucket: "3"
customer_name: "Sean Rezel"
customer_email: "chb-sg-online@sonova.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 106
seconds_from_start_to_review_ask: 4354
seconds_from_handoff_to_review_ask: 4353
seconds_from_first_reply_to_review_ask: 4248
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 57
customer_message_count: 21
admin_message_count_total: 42
note_count: 4
customer_word_count: 210
admin_word_count: 590
count_reopens: 1
count_assignments: 2
handling_time_seconds: 5414
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: null
review_ticket_id: "215474307671055"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307671055?view=List"
review_rating: 5
review_posted_at: "2026-05-14T18:21:50Z"
seconds_from_ask_to_review: 37089
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 215474299252211 — Sennheiser Singapore ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474299252211)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474307671055?view=List)  ·  🔗 [Visit Shopify store](https://sennheisersingapore.myshopify.com)

## Overview
- **Merchant:** Sean Rezel — `chb-sg-online@sonova.com` (personal business email (likely the founder or a named employee))
- **Store:** sennheisersingapore.myshopify.com · 🌍 Singapore, Singapore
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** SGD
- **Store created on Shopify:** 2016-12-06
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-14 06:47:40 UTC
- **Install to conversation start:** 3 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 11

## Summary
Valerie (merchant account under Sean Rezel) had just installed the Notify Me app on her Sennheiser Singapore store and needed help with three things: hiding the redundant 'Not Available' button via CSS, understanding how the collection page feature works, and disabling the SMS/phone number field in the back-in-stock form. Pearl resolved all issues, applied the CSS fix to a second store (Sennheiser Australia) as well, and the merchant left a 5-star review.

> "og great, you're the best. thanks"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-14 06:51:07 | +0s | — |
| Handed to human (Pearl) | 2026-05-14 06:51:08 | +1s | +0s |
| First reply to customer | 2026-05-14 06:52:53 | +1m 46s | +1m 45s |
| Review requested by Pearl | 2026-05-14 08:03:41 | +1h 12m | +1h 12m |
| Conversation closed | 2026-05-14 09:39:51 | +2h 48m | +2h 48m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-14 18:21:50 | +11h 30m | +11h 30m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | 'Not Available' button not replaced by Notify Me button | Merchant wanted the Notify Me button to replace the theme's 'Not Available' button without showing both simultaneously. | yes |
| 2 | How-To / Setup | Collection page widget setup | Merchant asked whether the Notify Me button can also appear on collection pages and how to enable it. | yes |
| 3 | How-To / Setup | Disabling SMS / phone number field | Merchant wanted to know how to disable the phone number field to prevent SMS notifications. | yes |
| 4 | How-To / Setup | CSS fix for second store | Merchant requested the same CSS fix applied to their second store (Sennheiser Australia). | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +1h 12m after conversation start (+1h 12m after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-14 18:21:50 UTC
- **Time from ask to review publish:** +10h 18m
- **Time from conversation start to publish:** +11h 30m
- **Match method:** `ok`
- **Shop name on review:** Sennheiser Singapore
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Quick and efficient support

## Statistics
- **Messages:** 57 (21 customer, 42 admin)
- **Internal notes:** 4
- **Word count:** customer 210, admins 590
- **Total handling time (Intercom):** +1h 30m
- **Reopens:** 1
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 3 (Mo Ramez, Pearl, Sam)
- **Primary assignee:** Pearl
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive
- **Topics:** NM - Asked for review, NM - New Installation - Proactive, NM - New Installation &gt; Widget&#39;s ok

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Theme's 'Not Available' button cannot be natively replaced by the Notify Me button without CSS customisation

## Full transcript
<details>
<summary>Click to expand — 57 messages</summary>

**[2026-05-14 06:51:07] user/Sean Rezel [source]**

> I just installed Notify Me

**[2026-05-14 06:51:08] admin/Mo Ramez [note]**

> shopify_domain: sennheisersingapore.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: False
> low_stock_is_activated: False
> wishlist_is_activated: False

**[2026-05-14 06:52:53] admin/Pearl**

> Hi Sean, ﻿​﻿
>  Welcome to Notify Me! This is Pearl from our Customer Care team, and yes, I’m a real human here to help 😊
>  I’m going to take a quick look at your widgets to make sure everything is set up perfectly. In the meantime, if you have any questions at all, just reply to this message and I’ll personally help you out.

**[2026-05-14 06:57:55] admin/Pearl**

> Notify Me button seems to be perfectly set up, and it already matches your beautiful shop.
>  [Image]
>  Any changes you'd like to make? Whether it's color, font, size or repositioning adjustments, I'm here to make it perfect for you, absolutely free of charge! ✨

**[2026-05-14 07:13:57] bot/Luna**

> Help Pearl understand how they’re doing:

**[2026-05-14 07:13:57] bot/Luna**

> [Conversation Rating Request]

**[2026-05-14 07:40:24] user/Sean Rezel [open]**

> Hi Luna

**[2026-05-14 07:41:04] admin/Pearl**

> Hi Sean,
>  Its Pearl here from the team :)
>  How can I assist you?

**[2026-05-14 07:41:27] user/Sean Rezel**

> Hi Pearl, Im valerie

**[2026-05-14 07:41:35] user/Sean Rezel**

> I have just installedthe app

**[2026-05-14 07:41:50] admin/Pearl**

> Nice to meet you, Valerie!
>  Welcome to our app :)

**[2026-05-14 07:42:29] user/Sean Rezel**

> I have issues wirh the Notify Me button as it does not replace teh "Not available" button

**[2026-05-14 07:42:56] user/Sean Rezel**

> is there any setting i can do around that or does it require theme customisation

**[2026-05-14 07:43:49] user/Sean Rezel**

> [Image] for eg i would just want the Notify Me buttonwithout Not Available

**[2026-05-14 07:44:01] admin/Pearl**

> Thanks for sharing your need!
>  Yes, our button does not replace the sold out or unavailable button since that is coming from your theme.
> 
>  You can either choose to remove it from your theme settings or if you prefer, I can hide it for you.

**[2026-05-14 07:44:07] admin/Pearl**

> How would you like to proceed?

**[2026-05-14 07:44:23] user/Sean Rezel**

> would you need developer access to hde it

**[2026-05-14 07:45:00] admin/Pearl**

> No, I can apply a little CSS to do that from my side.

**[2026-05-14 07:45:05] user/Sean Rezel**

> [Image] Can Notify Me also work woith the collection page?

**[2026-05-14 07:46:06] user/Sean Rezel**

> if you applied the CSS but for some reason i remove this app, will i get the sold out button back?

**[2026-05-14 07:46:48] admin/Pearl**

> Yes, the Notify Me! widget can work with collection pages. This feature is available on the Standard and higher plans. To enable it, go to Back in Stock in your admin panel, click Customize appearance, select Collection pages, and toggle the widget ON for collection page display.
> 
>  You can control where the "Notify Me" button appears, including product pages, collection pages, and the home page, by toggling each option in your visibility settings. How to control where the “Notify Me” button appears on your store

**[2026-05-14 07:47:15] admin/Pearl**

> Yes, once you remove our app, any code we applied will get removed and the sold out button comes back.

**[2026-05-14 07:48:25] user/Sean Rezel**

> Thanks, that is great. Can you please apply the CSS for me

**[2026-05-14 07:48:50] user/Sean Rezel**

> Ok, on the collection page, we will go on standard plan after testing it on product page

**[2026-05-14 07:49:34] user/Sean Rezel**

> another very important thing for us is we would not want to send out SMS

**[2026-05-14 07:50:08] user/Sean Rezel**

> how do we disable the phone number field in back in stock form

**[2026-05-14 07:50:46] admin/Pearl**

> Sure, I applied it. Can you check please?
>  [Image]

**[2026-05-14 07:51:10] admin/Pearl**

> I totally understand. Feel free to check the Standard plan whenever you want. We also have a 7 days free trial.

**[2026-05-14 07:51:20] admin/Pearl**

> Let me show you how you can disable SMS please

**[2026-05-14 07:52:36] admin/Pearl**

> [Image] [Image]

**[2026-05-14 07:57:51] user/Sean Rezel**

> Thanks, works great

**[2026-05-14 07:58:32] admin/Pearl**

> Glad to hear that :)
>  Any thing else I can do to help at the moment?

**[2026-05-14 08:00:33] user/Sean Rezel**

> I am going to install this app on another of our store, can you help me with the CSS too

**[2026-05-14 08:01:25] admin/Pearl**

> Great, yes, of course

**[2026-05-14 08:03:41] admin/Pearl**

> Also, I was wondering, is it ok if I ask for a little favor, like a quick review?
>  It will only take less than a minute of your time🙈

**[2026-05-14 08:04:41] user/Sean Rezel**

> Yea sure, will leave a review in a while

**[2026-05-14 08:05:24] admin/Pearl**

> Thank you so much.
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-14 08:06:10] admin/Pearl**

> Is this the other store?
>  Sennheiser Australia

**[2026-05-14 08:08:53] user/Sean Rezel**

> yes please this ts the other store

**[2026-05-14 08:09:03] admin/Pearl**

> https://au.sennheiser-hearing.com/products/bt-t100-bluetooth-audio-transmitter-1?variant=30245831639103

**[2026-05-14 08:09:06] admin/Pearl**

> All done

**[2026-05-14 08:09:37] user/Sean Rezel**

> og great, you're the best. thanks

**[2026-05-14 08:10:02] admin/Pearl**

> My absolute pleasure, Valerie :)

**[2026-05-14 08:10:14] admin/Pearl**

> I wish you lots of success with your store

**[2026-05-14 08:10:52] admin/Pearl**

> And if I could help make things easier, can you let me know when the review is submitted please?🥹

**[2026-05-14 08:11:01] admin/Pearl**

> Shopify takes a few days to publish reviews, and I don’t want to miss it.

**[2026-05-14 08:36:28] user/Sean Rezel**

> review is submitted

**[2026-05-14 08:37:30] admin/Pearl**

> Wow, thank you so much😍
>  It truly means a lot.

**[2026-05-14 08:37:36] admin/Pearl**

> May I ask if it was a 5 star?

**[2026-05-14 08:55:47] user/Sean Rezel**

> Yes it's a 5 star

**[2026-05-14 08:56:13] admin/Pearl**

> You are the best.
>  As always we are happy to help any time.

**[2026-05-14 08:57:29] admin/Pearl**

> Also, if its not too much to ask, I would be really grateful if you could consider write a review for on your other store as well.

**[2026-05-14 08:57:35] admin/Pearl**

> You can:
>  1. Go to Shopify App Store
> 2. Press the log-out button on the top right side of the page.
> 3. Click on the review link again and enter your other Shopify domain in the popped-up window and press the login button.
>  [Image]

**[2026-05-14 08:58:00] admin/Pearl**

> It would make me do a little happy dance but I totally understand if its too much trouble so no pressure at all✨

**[2026-05-14 09:04:24] admin/Sam [note]**

> aw.. ur lil happy dance 🥹

**[2026-05-14 09:11:25] admin/Pearl [note]**

> Sam
>  [GIF]

**[2026-05-14 09:12:39] admin/Sam [note]**

> 🤣

</details>
