---
conversation_id: "215473983760295"
intercom_url: "https://app.intercom.com/a/apps/u5qsddiv/conversations/215473983760295?redirectTo=feed"
shopify_domain: "413wqx-fy.myshopify.com"
shopify_url: "https://413wqx-fy.myshopify.com"
company_name: "MW Matrix"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-20T00:08:49Z"
closed_at: "2026-04-20T00:37:10Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "GRC"
region_source: "contact_location"
assignee_admin_id: "8290401"
assignee_name: "Grace"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Grace", "Mo Ramez"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Terry Koutounis"
customer_email: "leyteris1994@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 2
seconds_to_first_admin_reply: 63
seconds_from_start_to_review_ask: 1248
seconds_from_handoff_to_review_ask: 1246
seconds_from_first_reply_to_review_ask: 1185
review_asked: true
review_ask_admin_name: "Grace"
num_messages: 46
customer_message_count: 20
admin_message_count_total: 28
note_count: 2
customer_word_count: 104
admin_word_count: 569
count_reopens: 1
count_assignments: 2
handling_time_seconds: 1613
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: 5
intercom_cx_score: 5
review_ticket_id: "215473988011908"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215473988011908?view=List"
review_rating: 5
review_posted_at: "2026-04-20T10:22:59Z"
seconds_from_ask_to_review: 35602
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 215473983760295 — MW Matrix ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/apps/u5qsddiv/conversations/215473983760295?redirectTo=feed)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/8290401/conversation/215473988011908?view=List)  ·  🔗 [Visit Shopify store](https://413wqx-fy.myshopify.com)

## Overview
- **Merchant:** Terry Koutounis — `leyteris1994@gmail.com` (personal address on a free email provider)
- **Store:** 413wqx-fy.myshopify.com · 🌍 Athens, Attica, Greece
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** EUR
- **Store created on Shopify:** 2026-04-13

## App usage — Notify Me!
- **Notify Me! plan:** Lite (MONTHLY)
- **Installed on:** 2026-04-20 00:06:07 UTC
- **Install to conversation start:** 2 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0
- **Wishlist items count:** 1

## Summary
Terry, a new merchant who had just installed the Notify Me app, was greeted by agent Grace who proactively reviewed his widget setup. Grace identified that the wishlist access button could be better positioned and, with Terry's approval, moved it to the header as a heart icon. Terry was very satisfied with the quick and friendly support and agreed to leave a review immediately.

> "thank you very much grace you are amazing! if i could kiss your hands i would!😃"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 00:08:49 | +0s | — |
| Handed to human (Grace) | 2026-04-20 00:08:51 | +2s | +0s |
| First reply to customer | 2026-04-20 00:09:52 | +1m 3s | +1m 1s |
| Review requested by Grace | 2026-04-20 00:29:37 | +20m 48s | +20m 46s |
| Conversation closed | 2026-04-20 00:37:10 | +28m 21s | +28m 19s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-20 10:22:59 | +10h 14m | +10h 14m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Wishlist button repositioning | The merchant needed help ensuring his widgets were set up correctly after a fresh install, and agreed to have the wishlist button moved to a more visible location in the header. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +20m 48s after conversation start (+20m 46s after human handoff)
- **Requested by:** Grace
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-20 10:22:59 UTC
- **Time from ask to review publish:** +9h 53m
- **Time from conversation start to publish:** +10h 14m
- **Match method:** `ok`
- **Shop name on review:** MW Matrix
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 46 (20 customer, 28 admin)
- **Internal notes:** 2
- **Word count:** customer 104, admins 569
- **Total handling time (Intercom):** +26m 53s
- **Reopens:** 1
- **Assignments:** 2

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer had a positive experience with the teammate who provided fast, helpful support and personalized assistance, resulting in high satisfaction and confirmed resolution.

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

## Full transcript
<details>
<summary>Click to expand — 46 messages</summary>

**[2026-04-20 00:08:49] user/Terry Koutounis [source]**

> I just installed Notify Me

**[2026-04-20 00:08:51] admin/Mo Ramez [note]**

> shopify_domain: 413wqx-fy.myshopify.com
> app_embed_is_activated: True
> back_in_stock_is_activated: True
> pre_order_is_activated: True
> low_stock_is_activated: True
> wishlist_is_activated: True

**[2026-04-20 00:09:52] admin/Grace**

> Hi Terry, ﻿​﻿
>  Welcome to Notify Me! This is Grace 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.

**[2026-04-20 00:11:59] admin/Grace**

> Wishlist button seems to be perfectly set up, and it already matches your beautiful shop.
> 
>  [Image]
> 
>  Any changes you'd like to make? Whether it's color, font, size or repositioning adjustments, I'm here to make it perfect for you, absolutely free of charge! ✨

**[2026-04-20 00:12:31] user/Terry Koutounis**

> THANK YOU GRACE

**[2026-04-20 00:13:21] admin/Grace**

> You are very welcome (:
>  It's my pleasure😍

**[2026-04-20 00:13:21] user/Terry Koutounis**

> I will check if anything needs change

**[2026-04-20 00:13:28] user/Terry Koutounis**

> 😍

**[2026-04-20 00:14:05] admin/Grace**

> Take your time I will be here if you find yourself needing any help (:

**[2026-04-20 00:15:10] admin/Grace**

> Quick suggestion for you – I noticed the wishlist access button is currently in the bottom left corner. Would you be interested in moving it to your header as a heart icon instead?
> 
>  [Image] [Image]
>  It tends to be more visible and intuitive for customers up there, and the heart icon is instantly recognizable. Could help improve engagement with your wishlist feature.
>  Let me know if you'd like me to make that change for you – takes just a minute!

**[2026-04-20 00:15:37] user/Terry Koutounis**

> yeah for sure place it where is best

**[2026-04-20 00:16:03] admin/Grace**

> Absolutely!
>  Could you please bear with me for a few moments?

**[2026-04-20 00:16:19] user/Terry Koutounis**

> of course

**[2026-04-20 00:16:43] admin/Grace**

> Thank you so much! ​
>  [GIF]

**[2026-04-20 00:16:49] user/Terry Koutounis**

> 🤣

**[2026-04-20 00:17:41] admin/Grace [note]**

> account-button

**[2026-04-20 00:19:59] admin/Grace**

> All done!
>  Could you please check it out and let me know if it looks good?😍
>  [Image]

**[2026-04-20 00:20:10] user/Terry Koutounis**

> one sec

**[2026-04-20 00:20:51] admin/Grace**

> Take your time (:
>  I will be right here 🙌

**[2026-04-20 00:26:40] user/Terry Koutounis**

> thank you very much grace you are amazing! if i could kiss your hands i would!😃

**[2026-04-20 00:27:17] admin/Grace**

> [GIF]

**[2026-04-20 00:27:23] user/Terry Koutounis**

> 😍

**[2026-04-20 00:27:49] admin/Grace**

> It was truly my pleasure ((:
>  Thank you so much for your positive vibes and great energy😍

**[2026-04-20 00:27:56] admin/Grace**

> I'm always happy to help dear
>  is there anything else I can help you out with at the moment ?(:

**[2026-04-20 00:28:25] user/Terry Koutounis**

> you too Grace hope you have a great day! Im all good you helped me alot and very fast!

**[2026-04-20 00:29:06] admin/Grace**

> Thank you for your kindess😍
>  You are very welcome
>  [GIF]

**[2026-04-20 00:29:18] admin/Grace**

> I was wondering, is it ok if I ask for a little favor before you leave?
>  It will only take less than a minute of your time🙈

**[2026-04-20 00:29:25] user/Terry Koutounis**

> [GIF]

**[2026-04-20 00:29:30] user/Terry Koutounis**

> for sure

**[2026-04-20 00:29:35] user/Terry Koutounis**

> tell me

**[2026-04-20 00:29:37] admin/Grace**

> if I managed to make your day a bit easier, can you consider writing a quick review for me?✨🥹
>  It will only take 2 tics. We are a small start-up team that works hard to delight our customers, and it will be so valuable to us.

**[2026-04-20 00:29:51] user/Terry Koutounis**

> its the least i could do

**[2026-04-20 00:29:55] admin/Grace**

> Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here if you'd like: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-04-20 00:30:39] admin/Grace**

> You are just spoiling me at this point
>  [GIF]

**[2026-04-20 00:31:49] user/Terry Koutounis**

> i will review right now you are already the cherry on top!

**[2026-04-20 00:32:07] admin/Grace**

> [GIF]

**[2026-04-20 00:32:37] admin/Grace**

> If it is not too much trouble, can you let me 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. 😅🙈

**[2026-04-20 00:33:47] user/Terry Koutounis**

> i just did!

**[2026-04-20 00:33:51] user/Terry Koutounis**

> 😍

**[2026-04-20 00:34:32] admin/Grace**

> You are a peach! 💛
>  You really made my day after a long shift .✨
>  I look forward to reading it 🥹

**[2026-04-20 00:35:13] user/Terry Koutounis**

> hope you rest well too,I wish you the best!

**[2026-04-20 00:35:45] admin/Grace**

> Please feel free to reach out anytime we would be more than happy to help you with any questions or any issues you might be facing
>  Have a great day ahead and wishing you lots of success with your business
>  [GIF]

**[2026-04-20 00:35:54] admin/Grace**

> Hey Terry,
> 
>  It sounds like you’re all set for now, so I’ll close this ticket on my end. Any reply will reopen it right where we left off. I'm here to set you up for success in your account, so please don’t hesitate to direct all of your questions my way.
> 
>  Best regards, ﻿Grace | Customer Care Team

**[2026-04-20 00:36:04] user/Terry Koutounis [open]**

> of course cya

**[2026-04-20 00:37:21] bot/Luna**

> Help Grace understand how they’re doing:

**[2026-04-20 00:37:22] bot/Luna**

> [Conversation Rating Request]

</details>
