---
conversation_id: "215474138936525"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474138936525?view=List"
shopify_domain: "66fit-uk.myshopify.com"
shopify_url: "https://66fit-uk.myshopify.com"
company_name: "66fit UK"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-01T09:21:18Z"
closed_at: "2026-05-02T09:42:22Z"
state: "closed"
priority: "priority"
channel: "customer_initiated"
language: "English"
region: "GBR"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Mo Ramez", "Nilou"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Rob Hancock"
customer_email: "marketing@66fit.co.uk"
contact_email_type: "team_mailbox"
contact_email_role_hint: "marketing"
seconds_to_human_handoff: 1
seconds_to_first_admin_reply: 56
seconds_from_start_to_review_ask: 1185
seconds_from_handoff_to_review_ask: 1184
seconds_from_first_reply_to_review_ask: 1129
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 18
customer_message_count: 5
admin_message_count_total: 16
note_count: 1
customer_word_count: 36
admin_word_count: 335
count_reopens: 0
count_assignments: 2
handling_time_seconds: 1252
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: 5
review_ticket_id: "215474144763693"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144763693?view=List"
review_rating: 5
review_posted_at: "2026-05-01T18:18:41Z"
seconds_from_ask_to_review: 31058
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 215474138936525 — 66fit UK ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/conversation/215474138936525?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144763693?view=List)  ·  🔗 [Visit Shopify store](https://66fit-uk.myshopify.com)

## Overview
- **Merchant:** Rob Hancock — `marketing@66fit.co.uk` (team mailbox (`marketing@…` — a shared inbox, not a single person))
- **Store:** 66fit-uk.myshopify.com · 🌍 Coventry, England, United Kingdom
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Plus
- **Currency:** GBP
- **Store created on Shopify:** 2018-04-12

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-05-01 08:55:26 UTC
- **Install to conversation start:** 25 minutes before this conversation
- **Status:** REMOVED
- **Total back-in-stock requests received:** 3

## Summary
Merchant Rob Hancock had just installed the Notify Me app and needed help with initial setup and widget positioning. Agent Nilou proactively repositioned the 'Notify Me' button to better match the store theme, applied a confirmation message customization, and addressed the merchant's question about a black notify banner (which turned out to be from another app and was left as-is per the merchant's request). The conversation ended positively with a review request, though the merchant subsequently uninstalled the app.

> "thank you, that looks better - how can i remove the black notify banner on the left hand side"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 09:21:18 | +0s | — |
| Handed to human (Nilou) | 2026-05-01 09:21:19 | +1s | +0s |
| First reply to customer | 2026-05-01 09:22:14 | +56s | +55s |
| Review requested by Nilou | 2026-05-01 09:41:03 | +19m 45s | +19m 44s |
| Conversation closed | 2026-05-02 09:42:22 | +1d 0h | +1d 0h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-01 18:18:41 | +8h 57m | +8h 57m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget positioning and theme customization | Merchant needed the Notify Me button and confirmation message styled and positioned to match their store theme. | yes |
| 2 | Technical Bug | Black notify banner from another app | Merchant asked how to remove a black notify banner appearing on the left-hand side of their store. | partial |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +19m 45s after conversation start (+19m 44s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-01 18:18:41 UTC
- **Time from ask to review publish:** +8h 37m
- **Time from conversation start to publish:** +8h 57m
- **Match method:** `ok`
- **Shop name on review:** 66fit UK
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 18 (5 customer, 16 admin)
- **Internal notes:** 1
- **Word count:** customer 36, admins 335
- **Total handling time (Intercom):** +20m 52s
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 2 (Mo Ramez, Nilou)
- **Primary assignee:** Nilou
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, uninstalled
- **Topics:** NM - Asked for review, NM - New Installation - Proactive

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer installed Notify Me and received proactive, helpful support from the teammate who customized the widget and addressed the customer's questions effectively, resulting in a smooth and satisfactory experience.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Black notify banner injected by a third-party app could not be removed within the scope of Notify Me

## Full transcript
<details>
<summary>Click to expand — 18 messages</summary>

**[2026-05-01 09:21:18] user/Rob Hancock [source]**

> I just installed Notify Me

**[2026-05-01 09:21:19] admin/Mo Ramez [note]**

> shopify_domain: 66fit-uk.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

**[2026-05-01 09:22:14] admin/Nilou**

> Hi Rob, ﻿​﻿
>  Welcome to Notify Me! This is Nilou 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.

**[2026-05-01 09:23:57] admin/Nilou**

> The Notify me button is added and collecting requests. However, I am going to apply a wrapper to reposition the button so all the elements can match your beautiful store, better😊 This is how it's being displayed at the moment:
>  [Image]

**[2026-05-01 09:32:24] admin/Nilou**

> ✅Done
>  [Image]

**[2026-05-01 09:34:42] admin/Nilou**

> By the way, while I was reviewing your confirmation message, I noticed how it currently appears:
>  [Image] I had an idea that might help it better match your theme and make it stand out even more:
>  [Image] What do you think?
>  Would you be interested in exploring this customization?
>  Just reply to this message and I'll take care of it for you! 😊
> 
>  Looking forward to your feedback.

**[2026-05-01 09:35:23] user/Rob Hancock**

> thank you, that looks better - how can i remove the black notify banner on the left hand side

**[2026-05-01 09:37:29] admin/Nilou**

> Awesome! I'll add that for you About this button, it appears that it's injected by another app
>  [Image] Would you like me to hide that for you also?

**[2026-05-01 09:38:51] user/Rob Hancock**

> thats ok, just leave it for now

**[2026-05-01 09:38:57] admin/Nilou**

> ✅Done
>  [Image]

**[2026-05-01 09:39:04] admin/Nilou**

> Got it! ^-^

**[2026-05-01 09:39:20] admin/Nilou**

> Anything else I could do for you? Any questions or requests? :)

**[2026-05-01 09:39:43] admin/Nilou**

> Also, if nothing else for now, can I ask for a little favor?
>  I promise it'll just take less than a minute of your time.

**[2026-05-01 09:40:06] user/Rob Hancock**

> Nothing else for now

**[2026-05-01 09:40:09] user/Rob Hancock**

> sure!

**[2026-05-01 09:41:03] admin/Nilou**

> Thankssss 😍
> 
>  If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-05-01 09:42:20] admin/Nilou**

> I'd be truly grateful if you'd consider it

**[2026-05-02 09:42:22] bot/Luna [note_and_unsnooze]**

> User uninstalled us so follow up bot stopped. ​

</details>
