---
conversation_id: "215474307846364"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474307846364?view=List"
shopify_domain: "jlathletics.myshopify.com"
shopify_url: "https://jlathletics.myshopify.com"
company_name: "JLAthletics"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-14T18:39:17Z"
closed_at: "2026-05-17T19:47:36Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7549323"
assignee_name: "Harry"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Harry"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Kellen Brink"
customer_email: "customerservice@jlracing.com"
contact_email_type: "team_mailbox"
contact_email_role_hint: "customerservice"
seconds_to_human_handoff: 91
seconds_to_first_admin_reply: 92
seconds_from_start_to_review_ask: 92
seconds_from_handoff_to_review_ask: 1
seconds_from_first_reply_to_review_ask: 0
review_asked: true
review_ask_admin_name: "Luna"
num_messages: 37
customer_message_count: 15
admin_message_count_total: 21
note_count: 0
customer_word_count: 96
admin_word_count: 215
count_reopens: 0
count_assignments: 8
handling_time_seconds: 2880
sla_name: "Paid Chats First 5min"
sla_status: "hit"
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: null
review_ticket_id: "215474312256074"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474312256074"
review_rating: 5
review_posted_at: "2026-05-15T02:18:10Z"
seconds_from_ask_to_review: 27441
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 215474307846364 — JLAthletics ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474307846364?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7549323/conversation/215474312256074)  ·  🔗 [Visit Shopify store](https://jlathletics.myshopify.com)

## Overview
- **Merchant:** Kellen Brink — `customerservice@jlracing.com` (team mailbox (`customerservice@…` — a shared inbox, not a single person))
- **Store:** jlathletics.myshopify.com · 🌍 Fontana, California, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** USD
- **Store created on Shopify:** 2018-11-17
- **Public review score (StoreLeads):** 4.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Standard (YEARLY)
- **Installed on:** 2026-05-12 15:48:26 UTC
- **Install to conversation start:** 2 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 24
- **Wishlist items count:** 26

## Summary
Merchant Kellen Brink contacted support because the wishlist widget on the collection page was being hidden when users hovered over products due to a secondary image hover effect, and separately, the wishlist heart icon was overlapping the cart on the homepage nav banner. Agent Harry investigated and fixed both issues during the conversation, receiving positive confirmation and praise from the merchant.

> "that was excellent customer service, Harry, thank you!!!"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-14 18:39:17 | +0s | — |
| Handed to human (Harry) | 2026-05-14 18:40:48 | +1m 31s | +0s |
| First reply to customer | 2026-05-14 18:40:49 | +1m 32s | +1s |
| Review requested by Luna | 2026-05-14 18:40:49 | +1m 32s | +1s |
| Conversation closed | 2026-05-17 19:47:36 | +3d 1h | +3d 1h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-15 02:18:10 | +7h 38m | +7h 37m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Wishlist hidden on product hover | The wishlist icon disappears when a user hovers over a product on the collections page due to a secondary image hover effect, even though an 'icon with background' style was assigned. | yes |
| 2 | Technical Bug | Wishlist heart overlapping cart icon | The wishlist heart icon is overlapping the cart button on the homepage navigation banner and the merchant wants it disabled there. | unclear |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** The AI bot Luna attempted to gather issue details and triage the request before escalating to a human agent, and also sent follow-up check-in and conversation rating requests.

## Review request
- **Asked:** Yes — +1m 32s after conversation start (+1s after human handoff)
- **Requested by:** Luna
- **Merchant agreed:** not_explicitly

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-15 02:18:10 UTC
- **Time from ask to review publish:** +7h 37m
- **Time from conversation start to publish:** +7h 38m
- **Match method:** `ok`
- **Shop name on review:** JLAthletics
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Had a problem and they fixed it instantly! Great service. thank you Harry!

## Statistics
- **Messages:** 37 (15 customer, 21 admin)
- **Internal notes:** 0
- **Word count:** customer 96, admins 215
- **Total handling time (Intercom):** +48m 0s
- **Reopens:** 0
- **Assignments:** 8
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Low CSAT for Fin, Notify Me - asked for review, Expected reply time sent, Automate Snoozing Started, Automate Snoozing End
- **Topics:** NM - Asked for review, Urgency 1

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Secondary image hover effect hiding the wishlist icon on collection pages
- Wishlist heart icon overlapping cart icon on homepage navigation banner

## Full transcript
<details>
<summary>Click to expand — 37 messages</summary>

**[2026-05-14 18:39:17] user/Kellen Brink [source]**

> HUMAN

**[2026-05-14 18:39:23] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 2 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474307747639
> 
> 
> -
>  215474307825151

**[2026-05-14 18:39:32] bot/Luna**

> Hi there 👋 I'm Luna, your AI assistant here to help with quick questions and concerns! If I can't handle something myself, a real human teammate will step in 💫
>  How can I help you today?

**[2026-05-14 18:39:34] user/Kellen Brink**

> human

**[2026-05-14 18:39:43] bot/Luna**

> Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first!

**[2026-05-14 18:39:53] user/Kellen Brink**

> human

**[2026-05-14 18:39:57] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about what you need help with? This will help them assist you more efficiently.

**[2026-05-14 18:40:28] user/Kellen Brink**

> human

**[2026-05-14 18:40:31] bot/Luna**

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

**[2026-05-14 18:40:36] user/Kellen Brink**

> A major feature has stopped working

**[2026-05-14 18:40:37] bot/Luna**

> Got it, 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:

**[2026-05-14 18:40:37] bot/Luna**

> [Conversation Rating Request]

**[2026-05-14 18:40:38] 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 customerservice@jlracing.com.

**[2026-05-14 18:40:41] bot/Luna [conversation_summary]**

> Question The customer contacted us because a major feature of the product has stopped working. Summary • User repeatedly requested human assistance; bot offered to connect to a human agent.
> • User selected "A major feature has stopped working" as the issue.
> • Bot assigned the case to the team and requested additional details, examples, and screenshots.
> • Bot informed user of typical response time (a few hours) and that replies will be sent via chat and email.

**[2026-05-14 18:40:49] admin/Luna**

> We're really sorry that your experience didn't meet your expectations. 😔 To assist you more quickly, we're passing your conversation along to the team for further review. If you have any additional details, such as screenshots or specific examples, please feel free to share them with us. We're here to help! 💙

**[2026-05-14 18:40:56] admin/Harry**

> Hi Kellen,
>  This is Harry here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us.

**[2026-05-14 18:41:05] user/Kellen Brink**

> Hi Harry, are you a real person?

**[2026-05-14 18:41:41] admin/Harry**

> Yes, I am. How may I help you? 😊
>  I noticed you had an issue with the wishlist collection page widget. Is that correct?

**[2026-05-14 18:42:08] user/Kellen Brink**

> yes!

**[2026-05-14 18:42:10] user/Kellen Brink**

> thank you

**[2026-05-14 18:42:45] user/Kellen Brink**

> we have a secondary image hover, even though i assigned an "icon wiht background" it still eliminates the wishlist when anyone puts their mouse on a product in the collections page

**[2026-05-14 18:42:50] admin/Harry**

> No problem. I'm checking it now and will get back to you shortly. 😊

**[2026-05-14 18:42:56] user/Kellen Brink**

> which therefore makes the wishlist feature not work .. thanks!

**[2026-05-14 18:43:06] admin/Harry**

> Thank you for clarifying

**[2026-05-14 18:49:17] admin/Harry**

> Thank you for your patience, Kellen!
>  It should be fixed now. Could you please check it and confirm?

**[2026-05-14 18:53:22] admin/Harry**

> Are we still connected, Kellen?

**[2026-05-14 19:16:05] user/Kellen Brink**

> that was excellent customer service, Harry, thank you!!!

**[2026-05-14 19:16:42] admin/Harry**

> You're very welcome! 😊
>  Is there anything else I can help you with?

**[2026-05-14 19:16:53] admin/Harry**

> Also, 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: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-14 19:30:51] user/Kellen Brink**

> [Image] just saw one more thing:

**[2026-05-14 19:30:57] user/Kellen Brink**

> the heart is overlapping the cart on the home page

**[2026-05-14 19:31:06] user/Kellen Brink**

> can you turn it off for the nav banner please?

**[2026-05-14 19:31:21] admin/Harry**

> Oh sure. Let me check it, please.

**[2026-05-14 19:31:27] user/Kellen Brink**

> 👍

**[2026-05-14 19:47:33] admin/Harry**

> Thank you for your patience, Kellen!
>  It should be fixed now. Could you please check it and confirm?

**[2026-05-17 19:47:36] bot/Luna**

> Hey there,
>  Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now... ​
>  However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there. ​
>  In the meantime, have a great day! 👋🏻

**[2026-05-17 19:47:37] bot/Luna**

> [Conversation Rating Request]

</details>
