---
conversation_id: "215474284022300"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474284022300"
shopify_domain: "kh9bh3-kb.myshopify.com"
shopify_url: "https://kh9bh3-kb.myshopify.com"
company_name: "Baby Kingdom"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-13T08:48:07Z"
closed_at: "2026-05-14T09:00:46Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "Australia"
region_source: "company_country"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Sam"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "George Gregory"
customer_email: "george@babykingdom.com.au"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 163
seconds_to_first_admin_reply: 163
seconds_from_start_to_review_ask: 501
seconds_from_handoff_to_review_ask: 338
seconds_from_first_reply_to_review_ask: 338
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 36
customer_message_count: 16
admin_message_count_total: 12
note_count: 0
customer_word_count: 70
admin_word_count: 228
count_reopens: 0
count_assignments: 4
handling_time_seconds: 622
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: "215474292502975"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474292502975?view=List"
review_rating: 5
review_posted_at: "2026-05-13T18:21:20Z"
seconds_from_ask_to_review: 33892
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 215474284022300 — Baby Kingdom ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474284022300)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474292502975?view=List)  ·  🔗 [Visit Shopify store](https://kh9bh3-kb.myshopify.com)

## Overview
- **Merchant:** George Gregory — `george@babykingdom.com.au` (personal business email (likely the founder or a named employee))
- **Store:** kh9bh3-kb.myshopify.com · 🌍 Sydney, New South Wales, Australia
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** AUD
- **Store created on Shopify:** 2025-07-20
- **Public review score (StoreLeads):** 5.0 (4 reviews)

## App usage — Discounty
- **Discounty plan:** Discounty — $49/monthly
- **Installed on:** 2025-10-08 00:27:56 UTC
- **Install to conversation start:** 7 months before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** AUD 5,785,573
- **Total orders through Discounty:** 21574

## Summary
Merchant George Gregory had a critical error on an Advanced Discount Code campaign in the Discounty app. The AI bot Luna attempted to gather details but could not resolve the issue and escalated to human agent Sam. Sam identified the cause as a duplicate discount code conflict with Shopify, and instructed George to deactivate the campaign before editing it, which resolved the issue.

> "works now"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 08:48:07 | +0s | — |
| Handed to human (Sam) | 2026-05-13 08:50:50 | +2m 43s | +0s |
| First reply to customer | 2026-05-13 08:50:50 | +2m 43s | +0s |
| Review requested by Sam | 2026-05-13 08:56:28 | +8m 21s | +5m 38s |
| Conversation closed | 2026-05-14 09:00:46 | +1d 0h | +1d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-13 18:21:20 | +9h 33m | +9h 30m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Campaign critical error / duplicate discount conflict | The merchant reported a critical error message ('campaign encountered an issue contact support') on an Advanced Discount Code campaign. | yes |
| 2 | How-To / Setup | Editing an active campaign | The merchant was unable to edit the campaign because it was still active. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna attempted to troubleshoot the critical campaign error by asking clarifying questions, provided general guidance, and ultimately escalated the conversation to a human agent when the merchant repeatedly requested one.

## Review request
- **Asked:** Yes — +8m 21s after conversation start (+5m 38s after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-13 18:21:20 UTC
- **Time from ask to review publish:** +9h 24m
- **Time from conversation start to publish:** +9h 33m
- **Match method:** `ok`
- **Shop name on review:** Baby Kingdom
- **App listed on review:** Discounty: Bulk Discount Sales

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

## Statistics
- **Messages:** 36 (16 customer, 12 admin)
- **Internal notes:** 0
- **Word count:** customer 70, admins 228
- **Total handling time (Intercom):** +10m 22s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat
- **Topics:** DS - Asked for review

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Duplicate discount code/title in Shopify blocking campaign activation
- Active campaign could not be edited without deactivating first

## Full transcript
<details>
<summary>Click to expand — 36 messages</summary>

**[2026-05-13 08:48:07] user/George Gregory [source]**

> May Flash Sale: Prams &amp; Car Seats Critical Error ​

**[2026-05-13 08:48:25] bot/Luna**

> Hi George 👋 I’m Luna, your AI assistant here to help! If needed, a human teammate can jump in too.
>  Answer: I need a bit more detail to pinpoint the exact issue.
>  Steps:
>  - What type of discount campaign is this (e.g. Bulk price editor, quantity discount, cart goal)?
> - What exactly is the error message or code you’re seeing?
> - What were you trying to do when the error appeared (activate campaign, view storefront, etc.)?
>  Extra: If the issue is about discounts not showing, common quick fixes include reactivating the campaign, checking for app conflicts, and clearing cache—but I’ll tailor this once I have your details 👍

**[2026-05-13 08:48:36] user/George Gregory**

> i have a critical error on advanced discount code camapign

**[2026-05-13 08:48:54] bot/Luna**

> Answer: I’ll need the exact error message and when it appears to identify what’s causing the critical error.
>  Steps:
>  - What exact error message or code are you seeing in the Advanced Discount Code campaign?
> - When does it appear: when creating, saving, or activating the campaign?
> - Did you try to edit the campaign while it was active?
>  Extra: In some cases, errors occur when modifying an active campaign. The usual approach is to deactivate the campaign → make changes → save → reactivate so the update can apply properly.
>  Source: Frequently Asked Questions (FAQs)

**[2026-05-13 08:49:06] user/George Gregory**

> campaign encountered an issue contact support

**[2026-05-13 08:49:22] bot/Luna**

> Answer: That message usually indicates a system issue with the campaign and needs a human support check.
>  Steps:
>  - In this chat, click “Talk to a person.”
> - Share the campaign name and a screenshot of the error (“campaign encountered an issue contact support”).
> - Mention that it’s happening in an Advanced Discount Code campaign.
>  Extra: These types of campaign errors are uncommon, and a support teammate can investigate the campaign logs and identify what caused the issue.

**[2026-05-13 08:49:22] bot/Luna**

> Is that what you were looking for?

**[2026-05-13 08:49:30] user/George Gregory**

> talk to a person

**[2026-05-13 08:49:35] bot/Luna**

> I'll connect you with someone from our team right away. Meanwhile, could you please share any additional details about the issue? This will help them assist you more efficiently.

**[2026-05-13 08:49:43] user/George Gregory**

> i have a critical error on advanced discount code camapign

**[2026-05-13 08:50:01] bot/Luna**

> Answer: The message “campaign encountered an issue – contact support” usually indicates a system‑level problem with the campaign and requires a human support check.
>  Steps:
>  - In this chat, select Talk to a person to request a human agent.
> - Share: • The campaign name • A screenshot of the error message • That the issue occurs in an Advanced Discount Code campaign
> - If possible, mention when the error appears (e.g., when opening, saving, or activating the campaign).
>  Extra: Once requested, a teammate can review the campaign logs to identify what caused the issue. Response times are usually within a few minutes, though it may take longer during busy periods.
>  Source: Frequently Asked Questions (FAQs)

**[2026-05-13 08:50:02] bot/Luna**

> Did that answer help, or do you still need help from someone?

**[2026-05-13 08:50:14] user/George Gregory**

> talk to a person

**[2026-05-13 08:50:18] bot/Luna**

> I understand you would like to speak with a member of our team. I am sharing this conversation with them now so they can help you directly.

**[2026-05-13 08:50:24] bot/Luna**

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

**[2026-05-13 08:50:50] admin/Sam**

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

**[2026-05-13 08:51:04] admin/Sam**

> Let me check your panel please.

**[2026-05-13 08:51:19] user/George Gregory**

> [Image]

**[2026-05-13 08:52:23] admin/Sam**

> The campaign is showing an Error because Shopify usually blocks the discount creation when a discount with the same code or title already exists in Shopify Discounts (even if it’s expired). Shopify doesn’t allow duplicates.
> 
>  To help us fix the issue, please check:
>  1. Shopify Admin &gt; Discounts
> 2. Search for the same discount code/title
> 3. Delete the existing discount on Shopify or instead change the campaign's code/title in Discounty
> 4. Save/activate the campaign again
>  If you check your Shopify discounts and don’t see any duplicates, please let us know, and we’ll investigate.

**[2026-05-13 08:53:42] user/George Gregory**

> i did but says this campaign is not editable

**[2026-05-13 08:54:28] admin/Sam**

> To edit the Discounty campaign, it needs to be deactivated first.

**[2026-05-13 08:54:46] admin/Sam**

> After that, you can apply the changes and save it again.

**[2026-05-13 08:54:57] user/George Gregory**

> ok \

**[2026-05-13 08:54:59] user/George Gregory**

> ill try

**[2026-05-13 08:55:04] user/George Gregory**

> works now

**[2026-05-13 08:55:05] user/George Gregory**

> !

**[2026-05-13 08:55:06] user/George Gregory**

> thanks alot

**[2026-05-13 08:55:21] admin/Sam**

> Great! You're most welcome.🌸

**[2026-05-13 08:55:28] admin/Sam**

> Anything else I can help with?

**[2026-05-13 08:56:15] user/George Gregory**

> that's all - thanks

**[2026-05-13 08:56:28] admin/Sam**

> Anytime!
>  And just in case you have 2 seconds before you go, I’d be thrilled if you could leave a quick review in case you've been enjoying the experience with us so far. It helps others know they’re in good hands — and mentioning my name would totally make my day! 🍒🥹 👉 You can write it here: Discounty Review Link

**[2026-05-13 08:56:46] user/George Gregory**

> thanks, done

**[2026-05-13 08:56:52] user/George Gregory**

> goodbye

**[2026-05-13 08:57:20] admin/Sam**

> I really appreciate it. Thank you. ✨
>  Have a lovely day! Bye bye. 🌸

**[2026-05-14 09:00:57] bot/Luna**

> Help Sam understand how they’re doing:

**[2026-05-14 09:00:57] bot/Luna**

> [Conversation Rating Request]

</details>
