---
conversation_id: "215474360742012"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474360742012?view=List"
shopify_domain: "curaprox-il.myshopify.com"
shopify_url: "https://curaprox-il.myshopify.com"
company_name: "Curaprox | קורפרוקס"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-19T12:20:30Z"
closed_at: "2026-05-19T14:07:30Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "Hebrew"
region: "ISR"
region_source: "contact_location"
assignee_admin_id: "7706350"
assignee_name: "Pearl"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Pearl"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Alex Pupko"
customer_email: "shantal.pupko@curaden.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 268
seconds_to_first_admin_reply: 268
seconds_from_start_to_review_ask: 3198
seconds_from_handoff_to_review_ask: 2930
seconds_from_first_reply_to_review_ask: 2930
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 35
customer_message_count: 9
admin_message_count_total: 26
note_count: 0
customer_word_count: 113
admin_word_count: 288
count_reopens: 0
count_assignments: 6
handling_time_seconds: 5986
sla_name: "Free Chats First 15min"
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: "215474366422351"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474366422351"
review_rating: 5
review_posted_at: "2026-05-19T18:22:20Z"
seconds_from_ask_to_review: 18512
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 215474360742012 — Curaprox | קורפרוקס ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474360742012?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474366422351)  ·  🔗 [Visit Shopify store](https://curaprox-il.myshopify.com)

## Overview
- **Merchant:** Alex Pupko — `shantal.pupko@curaden.com` (personal business email (likely the founder or a named employee))
- **Store:** curaprox-il.myshopify.com · 🌍 Rishon LeTsiyyon, Central District, Israel
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** Hebrew

## Store profile
- **Shopify plan:** Grow
- **Currency:** ILS
- **Store created on Shopify:** 2024-12-23
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-23 12:33:26 UTC
- **Install to conversation start:** 25 days before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 35

## Summary
Merchant Alex Pupko requested UI customization help to remove email and SMS icons from a notification widget, leaving only the text for a cleaner, more aesthetic look. Agent Pearl made the changes, then further adjusted alignment and spacing based on the merchant's follow-up feedback. The issue was fully resolved to the merchant's satisfaction, and they left a 5-star review.

> "רק שימי לב שיש שם קצת חוסר סימטריות של שני השורות איפה שצריך למלא טקסט, צריך ליישר אותם שויזואלית זה יראה טוב יותר ואם אפשר את הכוכבית ליד המייל לעשות ברווח קטן - רק בשביל שיראה אסתטי יותר לעין, תודה"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-19 12:20:30 | +0s | — |
| Handed to human (Pearl) | 2026-05-19 12:24:58 | +4m 28s | +0s |
| First reply to customer | 2026-05-19 12:24:58 | +4m 28s | +0s |
| Review requested by Pearl | 2026-05-19 13:13:48 | +53m 18s | +48m 50s |
| Conversation closed | 2026-05-19 14:07:30 | +1h 47m | +1h 42m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-19 18:22:20 | +6h 1m | +5h 57m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget icon removal | The merchant wanted to remove the email and SMS icons from the notification widget and keep only the text. | yes |
| 2 | Technical Bug | UI alignment / symmetry | The merchant noticed asymmetry in the text input rows and requested alignment fixes along with spacing adjustment near the asterisk by the email field. | yes |

## 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 collected initial details from the merchant, routed the conversation to a human agent, and requested a conversation rating.

## Review request
- **Asked:** Yes — +53m 18s after conversation start (+48m 50s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-19 18:22:20 UTC
- **Time from ask to review publish:** +5h 8m
- **Time from conversation start to publish:** +6h 1m
- **Match method:** `ok`
- **Shop name on review:** Curaprox | קורפרוקס
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> עזרו לי ממש ומהר!

## Statistics
- **Messages:** 35 (9 customer, 26 admin)
- **Internal notes:** 0
- **Word count:** customer 113, admins 288
- **Total handling time (Intercom):** +1h 39m
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Free Chats First 15min — ✅ hit

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

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

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** —

## Full transcript
<details>
<summary>Click to expand — 35 messages</summary>

**[2026-05-19 12:20:30] user/Alex Pupko [source]**

> היי אשמח עזרה בנוגע לגרפיקה של הודעת - איך תרצו לקבל עדכון? אני רוצה להוריד משם את האייקון של האימייל וההודעת סמס ושישאר רק הטקסט עצמו כי כרגע זה נראה דחוס ולא אסתטי כל כך

**[2026-05-19 12:20:36] bot/Luna [duplicate_conversation_note]**

> This could be a duplicate conversation.
>  This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
>  -
>  215474343605679

**[2026-05-19 12:20:42] bot/Luna**

> אני מחברת אותך עכשיו למישהו מהצוות שלנו שיכול לעזור עם זה, ובינתיים אשמח אם תוכל לפרט קצת יותר על מה בדיוק תרצה לשנות כדי שנוכל לסייע בצורה הטובה ביותר.

**[2026-05-19 12:21:16] bot/Luna**

> בוא נחבר אותך עם הצוות. ​ רק, איזו אפשרות הכי מתאימה לסיבת הפנייה שלך אלינו היום?

**[2026-05-19 12:21:28] user/Alex Pupko**

> יש לי בעיה שמאטה אותי

**[2026-05-19 12:21:29] bot/Luna**

> תודה, הקציתי אותך לצוות. ✋🏻 ​ בינתיים, האם תוכל להוסיף פרטים ודוגמאות נוספות? (למשל, צילומי מסך וכתובות URL רלוונטיות) זה יעזור לחברי הצוות שלנו להבין ולעזור לך מהר יותר. ​ אנא עזור לנו גם להבין את החוויה שלך עם העזרה שלי כסוכן בינה מלאכותית:

**[2026-05-19 12:21:29] bot/Luna**

> [Conversation Rating Request]

**[2026-05-19 12:21:30] bot/Luna [channel_and_reply_time_expectation]**

> מישהו מהצוות ייצור איתך קשר לגבי השאלה שלך. זמן התגובה שלנו בדרך כלל הוא מספר שעות. תקבל תשובות כאן ובכתובת הדוא"ל shantal.pupko@curaden.com.

**[2026-05-19 12:22:07] user/Alex Pupko**

> [Image] אני רוצה להוריד את האייקונים של האימייל וההודעת סמס ולהשאיר רק את הטקסט

**[2026-05-19 12:24:58] admin/Pearl**

> Hi Alex,
>  I hope you are doing well.
> 
>  This is Pearl from the Customer Care Team🙋‍♀️
>  Thank you for contacting us.

**[2026-05-19 12:25:05] admin/Pearl**

> Let me help you with that please :)

**[2026-05-19 12:26:35] user/Alex Pupko**

> אין בעיה תעדכני שזה נעשה שאבדוק :) תודה

**[2026-05-19 12:31:11] admin/Pearl**

> Thanks for waiting :)
>  Can you check now please?
>  [Image]

**[2026-05-19 12:50:24] admin/Pearl**

> Are we still connected?

**[2026-05-19 13:13:48] admin/Pearl**

> Hi Alex! 👋
> 
>  Just wanted to follow up — whenever you get a chance, feel free to check and let me know if everything looks good! The email and SMS icons should be gone now, leaving just the clean text as you wanted.
> 
>  Hope it's looking much better! 😊
> 
>  And if I made your day a little easier today, can you spare a moment to leave a quick review?🥹
>  👉You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
> 
>  It truly means the world to our small team and helps us keep doing what we love.
> 
>  As always, if there's anything else you need, we're right here!
> 
>  Best regards,
>  Pearl | Notify! Customer Care Team

**[2026-05-19 13:19:34] user/Alex Pupko**

> מעולה ראיתי תודה, רק שימי לב שיש שם קצת חוסר סימטריות של שני השורות איפה שצריך למלא טקסט, צריך ליישר אותם שויזואלית זה יראה טוב יותר ואם אפשר את הכוכבית ליד המייל לעשות ברווח קטן - רק בשביל שיראה אסתטי יותר לעין, תודה

**[2026-05-19 13:20:19] admin/Pearl**

> Thanks for getting back to me!
>  Yes, let me have a look please :)

**[2026-05-19 13:25:15] admin/Pearl**

> How about now?
>  [Image]

**[2026-05-19 13:30:36] admin/Pearl**

> It needs a little further adjustment

**[2026-05-19 13:33:50] admin/Pearl**

> Here you are:
>  [Image]

**[2026-05-19 13:56:47] admin/Pearl**

> Does it look good now?
>  Let me know if you need help with any further adjustments please :)

**[2026-05-19 14:00:43] user/Alex Pupko**

> מצויין ! תודה רבה לך

**[2026-05-19 14:01:00] admin/Pearl**

> My absolute pleasure!

**[2026-05-19 14:01:01] user/Alex Pupko**

> [GIF]

**[2026-05-19 14:01:09] admin/Pearl**

> Please feel free to reach out any time

**[2026-05-19 14:01:16] admin/Pearl**

> [GIF]

**[2026-05-19 14:01:55] admin/Pearl**

> Also, I never properly cashed in on that favor I asked earlier 👀 — would you be up for leaving a quick review when you get a sec?
>  Notify me! | Review Link

**[2026-05-19 14:02:34] user/Alex Pupko**

> שלחתי

**[2026-05-19 14:02:58] admin/Pearl**

> Wow, thank you so much!
>  May I ask if it was a 5 star?✨

**[2026-05-19 14:03:35] user/Alex Pupko**

> כן!

**[2026-05-19 14:04:38] admin/Pearl**

> You are the best :)

**[2026-05-19 14:04:45] admin/Pearl**

> It is always a pleasure to assist you

**[2026-05-19 14:04:59] admin/Pearl**

> Wishing you lots of success and a lovely rest of your week

**[2026-05-19 14:07:41] bot/Luna**

> ספר ל-Pearl מה דעתך על המענה שקיבלת:

**[2026-05-19 14:07:42] bot/Luna**

> [Conversation Rating Request]

</details>
