---
conversation_id: "215474021643746"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474021643746?view=List"
shopify_domain: "candyfavorites.myshopify.com"
shopify_url: "https://candyfavorites.myshopify.com"
company_name: "CandyFavorites"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-04-22T14:20:54Z"
closed_at: "2026-04-22T18:21:39Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Dela"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Jonah Half"
customer_email: "support@candyfavorites.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "support"
seconds_to_human_handoff: 408
seconds_to_first_admin_reply: 519
seconds_from_start_to_review_ask: 2053
seconds_from_handoff_to_review_ask: 1645
seconds_from_first_reply_to_review_ask: 1534
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 50
customer_message_count: 25
admin_message_count_total: 23
note_count: 0
customer_word_count: 313
admin_word_count: 312
count_reopens: 0
count_assignments: 5
handling_time_seconds: 2149
sla_name: "Paid Chats First 5min"
sla_status: "missed"
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: "215474025049613"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474025049613?view=List"
review_rating: 5
review_posted_at: "2026-04-22T18:20:23Z"
seconds_from_ask_to_review: 12316
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 215474021643746 — CandyFavorites ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474021643746?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474025049613?view=List)  ·  🔗 [Visit Shopify store](https://candyfavorites.myshopify.com)

## Overview
- **Merchant:** Jonah Half — `support@candyfavorites.com` (team mailbox (`support@…` — a shared inbox, not a single person))
- **Store:** candyfavorites.myshopify.com · 🌍 Greensburg, Pennsylvania, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2024-04-18
- **Public review score (StoreLeads):** 4.5 (2 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $299/yearly
- **Installed on:** 2026-04-15 14:48:39 UTC
- **Install to conversation start:** 6 days before this conversation
- **Uninstalled on:** 2024-10-16 20:19:10 UTC ⚠️
- **Active:** Yes
- **Sales revenue through Discounty:** USD 962
- **Total orders through Discounty:** 10

## Summary
Merchant Jonah Half wanted to offer a free gift (jelly beans) via a coupon code when customers have products from specific collections, and discovered the app's minimum discount was $1 instead of $0.01. The AI bot could not resolve the coupon-code-based free gift requirement. Human agent Dela manually adjusted the minimum discount threshold to $0.01 on the merchant's panel for both the product and order discount campaign types, which satisfied the merchant's core need, though the feature to limit discount usage per order to once remains unavailable.

> "i've done this with other apps in the past..."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-22 14:20:54 | +0s | — |
| Handed to human (Dela) | 2026-04-22 14:27:42 | +6m 48s | +0s |
| First reply to customer | 2026-04-22 14:29:33 | +8m 39s | +1m 51s |
| Review requested by Dela | 2026-04-22 14:55:07 | +34m 13s | +27m 25s |
| Conversation closed | 2026-04-22 18:21:39 | +4h 0m | +3h 53m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 18:20:23 | +3h 59m | +3h 52m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Feature Request | Coupon code free gift with collection requirement | Merchant wanted to offer a free gift triggered by a coupon code only when a customer has a product from specific collections. | partial |
| 2 | Technical Bug | Minimum discount amount too high | Merchant asked if the minimum discount amount could be lowered from $1 to $0.01 for both product and order discount campaign types. | yes |
| 3 | Feature Request | Limit discount usage per order | Merchant asked if the discount code could be limited to one use per order even if multiple qualifying products are in the cart. | no |
| 4 | How-To / Setup | Order discount with collection condition | Merchant asked whether an order discount could be configured to require a product from specific collections. | partial |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna identified the Buy X Get Y free gift workaround but correctly acknowledged it did not meet the merchant's coupon-code requirement, then gathered context before escalating to a human agent.

## Review request
- **Asked:** Yes — +34m 13s after conversation start (+27m 25s after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 18:20:23 UTC
- **Time from ask to review publish:** +3h 25m
- **Time from conversation start to publish:** +3h 59m
- **Match method:** `ok`
- **Shop name on review:** CandyFavorites
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Dela was very helpful in adjusting their app to better suit my needs. I was highly satisfied with the supports quick response to my request.

## Statistics
- **Messages:** 50 (25 customer, 23 admin)
- **Internal notes:** 0
- **Word count:** customer 313, admins 312
- **Total handling time (Intercom):** +35m 49s
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ❌ missed

## People involved
- **Agents who worked on it:** 1 (Dela)
- **Primary assignee:** Dela
- **Team / Inbox:** Chat 2

## Tags & Topics
- **Tags:** Started by Chat, Discounty - asked for review, Expected reply time sent
- **Topics:** DS - Asked for review

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer sought to offer a free gift via coupon code but faced product limitations. The AI Agent could not resolve the issue, leading to escalation. The teammate successfully adjusted the discount minimum to $.01, satisfying the customer's request.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - No coupon-code-triggered free gift option for specific collections
- $1 minimum discount floor on Advanced Discount Code and Order Discount campaigns (required manual backend override by agent)
- No per-order usage limit for discount codes

## Full transcript
<details>
<summary>Click to expand — 50 messages</summary>

**[2026-04-22 14:20:54] user/Jonah Half [source]**

> I would like to offer a free bag of jelly beans by using a coupon code only if a customer has a product from specific collections. I didn't see a "free gift" option, so I wanted to have a discount of $.01 to the cart, but your app minimum is $1. is there any way you can change so I can just discount a penny? Thanks

**[2026-04-22 14:21:17] bot/Luna**

> Hi Jonah - I’m Luna, an AI assistant. You can’t set a $0.01 discount in Discounty, but you can do this as a free gift using a Buy X Get Y campaign (so there’s no discount value to enter).
>  Steps:
>  1. Create a campaign → choose Buy X Get Y.
> 2. Set “Customer buys (X)” to the specific collections (and optionally a minimum quantity).
> 3. Set “Customer gets (Y)” to the jelly beans product, and choose Free gift as the reward type.
>  Extra: If you want customers to pick the gift, use the pop-up method (note: pop-up isn’t available if you choose “Collection” or “Product Tags” for the reward).
>  Sources: How to create a Advanced Discount Code (Product Discounts + Order + Shipping) How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-22 14:21:17] bot/Luna**

> Is that what you were looking for?

**[2026-04-22 14:21:57] user/Jonah Half**

> no, because that is not a coupon code option

**[2026-04-22 14:22:11] bot/Luna**

> You’re right, Jonah - Discounty’s Advanced Discount Code can’t be used to make a “free gift” item by discounting it $0.01, because discount codes only support percentage, fixed amount, or new price discounts (and there’s a $1 minimum).
>  So there isn’t a way to do a coupon-code-only “free gift” for a specific collection right now.
>  The closest supported option is Buy X Get Y with Free gift (no discount value entered), but that’s not a coupon code.
>  Quick check so I can point you to the best workaround: do you need the customer to enter a code at checkout, or is it okay if the free gift is applied automatically when they meet the collection requirement?
>  Sources: How to create a Advanced Discount Code (Product Discounts + Order + Shipping) How to Create a Buy X Get Y (BXGY) Campaign in Discounty?

**[2026-04-22 14:22:34] user/Jonah Half**

> i want to chat with agent

**[2026-04-22 14:22:39] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you share any additional details about your request to help them assist you more efficiently?

**[2026-04-22 14:22:54] user/Jonah Half**

> just connect me with someone asap

**[2026-04-22 14:23:04] bot/Luna**

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

**[2026-04-22 14:23:12] user/Jonah Half**

> I have an issue that's slowing me down

**[2026-04-22 14:23:14] 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:

**[2026-04-22 14:23:14] bot/Luna**

> [Conversation Rating Request]

**[2026-04-22 14:23:15] 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 support@candyfavorites.com.

**[2026-04-22 14:23:57] user/Jonah Half**

> can you also send reply to jonah@candyfavorites.com?

**[2026-04-22 14:29:33] admin/Dela**

> Hi Jonah!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty.

**[2026-04-22 14:29:42] user/Jonah Half**

> hi!

**[2026-04-22 14:29:47] admin/Dela**

> Let me see, if I understand your scenarion..

**[2026-04-22 14:30:06] user/Jonah Half**

> thanks

**[2026-04-22 14:30:28] admin/Dela**

> You want to offer a free gift IF customer adds a product from a specific collection. But you want the free gify to be added with a code. Am I right?

**[2026-04-22 14:30:41] user/Jonah Half**

> that is correct.

**[2026-04-22 14:31:07] admin/Dela**

> It's almost possible. Just the code part is something we can't offer right now :(

**[2026-04-22 14:31:28] user/Jonah Half**

> can you change the discount minimum to $.01?

**[2026-04-22 14:31:29] admin/Dela**

> So, you can create a Buy X Get Y campaign but it will be automatic

**[2026-04-22 14:31:39] user/Jonah Half**

> that would solve my problem

**[2026-04-22 14:31:47] user/Jonah Half**

> changing the minimum discount

**[2026-04-22 14:31:51] user/Jonah Half**

> for the whole cart

**[2026-04-22 14:32:09] admin/Dela**

> Uh huh! Let me check something and be right back

**[2026-04-22 14:32:22] user/Jonah Half**

> great! i've done this with other apps in the past...

**[2026-04-22 14:34:49] admin/Dela**

> Do you mean this minimum?
>  [Image]

**[2026-04-22 14:35:59] user/Jonah Half**

> yes, but i would like it to be .01. Can you do that for whole cart as well if they choose at least one product from certain collections?

**[2026-04-22 14:37:02] user/Jonah Half**

> i really appreciate your help!

**[2026-04-22 14:38:18] admin/Dela**

> My absolute pleasure! As I just checked, you can set the amount to any amount, even 0.01. And I believe the rest is set based on your requird scenario. Isn't it?

**[2026-04-22 14:39:11] user/Jonah Half**

> did you just make the adjustment to be able to do .01? because I tried before and it appeared as $1

**[2026-04-22 14:40:02] admin/Dela**

> I did test it on your panel but I immediately set the campaign to deactivate again

**[2026-04-22 14:40:27] user/Jonah Half**

> ok, thanks. can you give a a minute to test this out?

**[2026-04-22 14:40:42] admin/Dela**

> Of course! Take your time. I'll be right here

**[2026-04-22 14:44:04] user/Jonah Half**

> is it possible to set maximum times the discount can be used on one order? so if a customer buys 2 different jelly bean products, the .01 discount only gets done once? I thought about doing "Order discount" but I couldn't choose which collections they have to buy from to make that work. Unless you can activate that option...thanks again!

**[2026-04-22 14:46:17] user/Jonah Half**

> I just tried duplicating this campaign and the minimum on "Order discount" still goes to $1, not .01. can you adjust that too? thanks

**[2026-04-22 14:46:54] user/Jonah Half**

> again, really appreciate your help!

**[2026-04-22 14:47:38] admin/Dela**

> Thanks for sharing your need with us. However, the feature of limiting the use of the code is not available at the moment. But about the minimum, let me try it on my side again for you

**[2026-04-22 14:48:32] user/Jonah Half**

> ok, thanks

**[2026-04-22 14:49:01] admin/Dela**

> Can you check now? I set both to 0.01

**[2026-04-22 14:50:10] user/Jonah Half**

> that works, thanks!

**[2026-04-22 14:50:35] admin/Dela**

> YAY! Can you also run a test so we can make sure it 100% fits your need?

**[2026-04-22 14:53:59] user/Jonah Half**

> i think we are good, thanks

**[2026-04-22 14:54:34] admin/Dela**

> Perfect! Anything else I can help you with?

**[2026-04-22 14:54:52] user/Jonah Half**

> no thanks. and thanks again for all your help!

**[2026-04-22 14:54:55] admin/Dela**

> I was also wondering if I could ask you a quick tiny thing befre you go..

**[2026-04-22 14:55:07] 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: Discounty Review Link

**[2026-04-22 14:55:46] admin/Dela**

> I’d also love to 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. 😅🙈

</details>
