---
conversation_id: "215474172019586"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474172019586?view=List"
shopify_domain: "a2f39e-2.myshopify.com"
shopify_url: "https://a2f39e-2.myshopify.com"
company_name: "Florida's Cotton Clouds"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-04T17:31:17Z"
closed_at: "2026-05-04T18:02:26Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "5709075"
assignee_name: "Dela"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Dela"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Florida's Cotton Clouds"
customer_email: "rivasteresa35@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 346
seconds_to_first_admin_reply: 346
seconds_from_start_to_review_ask: 1244
seconds_from_handoff_to_review_ask: 898
seconds_from_first_reply_to_review_ask: 898
review_asked: true
review_ask_admin_name: "Dela"
num_messages: 44
customer_message_count: 17
admin_message_count_total: 23
note_count: 0
customer_word_count: 198
admin_word_count: 269
count_reopens: 0
count_assignments: 4
handling_time_seconds: 1612
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: 5
intercom_cx_score: 5
review_ticket_id: "215474177084757"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084757?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-05-05T02:18:24Z"
seconds_from_ask_to_review: 30383
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 215474172019586 — Florida's Cotton Clouds ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5709075/conversation/215474172019586?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474177084757?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://a2f39e-2.myshopify.com)

## Overview
- **Merchant:** Florida's Cotton Clouds — `rivasteresa35@gmail.com` (personal address on a free email provider)
- **Store:** a2f39e-2.myshopify.com · 🌍 Miami Beach, Florida, United States
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2023-07-25
- **Public review score (StoreLeads):** 5.0 (1 reviews)

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2026-05-04 17:26:15 UTC
- **Install to conversation start:** 5 minutes before this conversation
- **Uninstalled on:** 2026-05-13 16:47:48 UTC ⚠️
- **Active:** No
- **Sales revenue through Discounty:** USD 0
- **Total orders through Discounty:** 0

## Summary
The merchant wanted to set up a quantity-based tiered pricing widget for their B2B wholesale store. The AI bot Luna provided initial setup guidance, then agent Dela took over to customize the widget's design and helped the merchant learn how to edit text labels (headers, title tag) themselves through the app's Customization settings. The issue was fully resolved and the merchant was satisfied.

> "I can do it myself so I learn how to use the app :)"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-04 17:31:17 | +0s | — |
| Handed to human (Dela) | 2026-05-04 17:37:03 | +5m 46s | +0s |
| First reply to customer | 2026-05-04 17:37:03 | +5m 46s | +0s |
| Review requested by Dela | 2026-05-04 17:52:01 | +20m 44s | +14m 58s |
| Conversation closed | 2026-05-04 18:02:26 | +31m 9s | +25m 23s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-05 02:18:24 | +8h 47m | +8h 41m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Quantity discount campaign setup | The merchant wanted to set up fixed tiered pricing based on quantities purchased. | yes |
| 2 | How-To / Setup | Widget color and font customization | The merchant wanted to customize the colors and fonts of the tiered discount table widget. | yes |
| 3 | How-To / Setup | Widget text label editing | The merchant wanted to remove the 'Buy More Save More' tag and change table header labels to better suit a B2B wholesale context. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna provided step-by-step instructions for setting up a quantity discount campaign but was unable to assist with widget color and font customization, so it escalated the conversation to a human agent.

## Review request
- **Asked:** Yes — +20m 44s after conversation start (+14m 58s after human handoff)
- **Requested by:** Dela
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-05 02:18:24 UTC
- **Time from ask to review publish:** +8h 26m
- **Time from conversation start to publish:** +8h 47m
- **Match method:** `ok`
- **Shop name on review:** Florida's Cotton Clouds
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> The app works really great, it's very easy to set up and easy to implement. When I needed some help, the customer team responded quickly, Dela, in particular, was very helpful, hands-on, and super kind. Great app and amazing support!

## Statistics
- **Messages:** 44 (17 customer, 23 admin)
- **Internal notes:** 0
- **Word count:** customer 198, admins 269
- **Total handling time (Intercom):** +26m 52s
- **Reopens:** 0
- **Assignments:** 4
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer successfully set up tiered pricing with the AI Agent's guidance and received effective customization support from the teammate, expressing strong positive sentiment and satisfaction.

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

## Full transcript
<details>
<summary>Click to expand — 44 messages</summary>

**[2026-05-04 17:31:17] user/Florida&#39;s Cotton Clouds [source]**

> [Image] hello, I would like to set up something like this for my store. Basically have different fixed prices based on quantities purchased

**[2026-05-04 17:31:42] bot/Luna**

> Hi Florida's Cotton Clouds - I’m Luna, an AI assistant. You can set this up in Discounty using a Quantity discount campaign with tiered “new price” tiers, and it will show on the product page with our tiered discount table widget.
>  Steps:
>  1. Create a campaign → choose Quantity discount.
> 2. Add tiers like: 100 - 999 = $0.43 each, 1,000 - 9,999 = $0.35 each, 10,000+ = $0.30 each (use New price as the discount type).
> 3. Turn on the widget: Discounty app → Customization → Quantity &amp; Cart goal discount → toggle Display widget on store ON.
>  Quick note: tiers have no maximum cap, so once a customer hits the highest tier, that price keeps applying beyond it.
>  [Image] Sources: Discount campaign types in Discounty How to create a Quantity discount campaign in Discounty Show quantity discount and Cart goal with the Tiered Discount Table widget

**[2026-05-04 17:31:43] bot/Luna**

> Is that what you were looking for?

**[2026-05-04 17:34:57] user/Florida&#39;s Cotton Clouds**

> okay i would like to change the colors and fonts of the box

**[2026-05-04 17:35:00] bot/Luna**

> I'll connect you with someone from our team who can assist with customizing the colors and fonts. Meanwhile, could you share any specific preferences or details you have in mind? This will help them support you more efficiently.

**[2026-05-04 17:35:35] bot/Luna**

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

**[2026-05-04 17:37:03] admin/Dela**

> Hi there!👋🏼 ﻿Hope you're doing great. This is Dela here from Discounty.

**[2026-05-04 17:37:13] admin/Dela**

> Let me check your panel and be right back

**[2026-05-04 17:44:00] user/Florida&#39;s Cotton Clouds**

> Thank you

**[2026-05-04 17:45:41] admin/Dela**

> You've done a great job creating the tier discount campaign, and I can definitely help you with the widget customization. Here's a suggestion:
>  [Image]

**[2026-05-04 17:45:47] admin/Dela**

> What do you think?

**[2026-05-04 17:47:50] user/Florida&#39;s Cotton Clouds**

> that looks good but I would like to remove the buy more save more tag at the top. Also change the table headers from Buy to Quantity and Get to Price, also if it's possible instead of each item to unit price. It is a wholesale website so it is more directed for B2B. Thanks

**[2026-05-04 17:48:11] user/Florida&#39;s Cotton Clouds**

> Is there a tab I can change it myself on the app?

**[2026-05-04 17:49:19] admin/Dela**

> Yes, there is. You can change the content and some simple color changes, here:
>  [Image]

**[2026-05-04 17:49:47] admin/Dela**

> But if you're interested in the overall design of the table I proposed, I need to apply it for you. Shall I?

**[2026-05-04 17:50:05] user/Florida&#39;s Cotton Clouds**

> yes with the changes i told you if possible

**[2026-05-04 17:50:08] user/Florida&#39;s Cotton Clouds**

> Thanks

**[2026-05-04 17:50:29] admin/Dela**

> Of course! I'll be on it right now. Anything else I can help you with in the meantime?

**[2026-05-04 17:51:18] user/Florida&#39;s Cotton Clouds**

> That is all thanks!

**[2026-05-04 17:52:01] admin/Dela**

> Very well! By the way,.. ​
>  If you found my support helpful, it would mean the world to me if you could leave us a quick review. It really helps us continue improving and lets others know they’re in good hands. 😊
>  Mentioning my name would be the cherry on top! 🍒✨
> 
>  You can write it here: Discounty Review Link

**[2026-05-04 17:53:46] admin/Dela**

> The customization is also done😎

**[2026-05-04 17:54:33] user/Florida&#39;s Cotton Clouds**

> amazing, thank you so much

**[2026-05-04 17:54:38] user/Florida&#39;s Cotton Clouds**

> i also left the review

**[2026-05-04 17:54:46] admin/Dela**

> My absolute pleasure!

**[2026-05-04 17:55:29] user/Florida&#39;s Cotton Clouds**

> where you able to change the words i had mentioned? i am seeing the Buy more, Save more

**[2026-05-04 17:55:36] user/Florida&#39;s Cotton Clouds**

> or can i do it from my end?

**[2026-05-04 17:55:49] admin/Dela**

> Yes, let me take a better screenshot for you..

**[2026-05-04 17:57:37] admin/Dela**

> Here they are: 1-
>  [Image] 2-
>  [Image]

**[2026-05-04 17:57:49] admin/Dela**

> I can also take care of it for you

**[2026-05-04 17:57:58] admin/Dela**

> You just need to let me know the proper terms

**[2026-05-04 17:58:13] user/Florida&#39;s Cotton Clouds**

> I can do it myself so I learn how to use the app :)

**[2026-05-04 17:58:25] admin/Dela**

> Fair enough!

**[2026-05-04 17:58:26] user/Florida&#39;s Cotton Clouds**

> that is under customization right?

**[2026-05-04 17:58:35] admin/Dela**

> Yes, correct.

**[2026-05-04 17:59:23] admin/Dela**

> Found it?

**[2026-05-04 17:59:34] user/Florida&#39;s Cotton Clouds**

> Yes thanks

**[2026-05-04 17:59:44] admin/Dela**

> So.. Since you seem to be all set (for now), should I be waiting for your kind words, then?🙈
>  [Image]

**[2026-05-04 18:00:07] user/Florida&#39;s Cotton Clouds**

> I posted the review with your name, it should've gone through

**[2026-05-04 18:00:45] admin/Dela**

> OMG! Thanks😍
>  Shopify takes a few hours to post it. That's why I didn't notice

**[2026-05-04 18:00:50] admin/Dela**

> I appreciate it, dear.

**[2026-05-04 18:01:04] user/Florida&#39;s Cotton Clouds**

> Of course, thanks so much Dela you have been super helpful

**[2026-05-04 18:02:20] admin/Dela**

> It was my absolute pleasure! Have a great rest of the day and lots of sales!
>  [GIF]

**[2026-05-04 18:02:38] bot/Luna**

> Help Dela understand how they’re doing:

**[2026-05-04 18:02:38] bot/Luna**

> [Conversation Rating Request]

</details>
