---
conversation_id: "215474138234283"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474138234283?view=List"
shopify_domain: "24bf3e.myshopify.com"
shopify_url: "https://24bf3e.myshopify.com"
company_name: "AfterMED Skin"
is_vip: false
app: "Discounty"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Discounty"
created_at: "2026-05-01T07:38:56Z"
closed_at: "2026-05-01T08:35:39Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "UK"
region_source: "company_country"
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: "Abi Devenney"
customer_email: "itsjustformeorders@outlook.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 948
seconds_to_first_admin_reply: 948
seconds_from_start_to_review_ask: 2582
seconds_from_handoff_to_review_ask: 1634
seconds_from_first_reply_to_review_ask: 1634
review_asked: true
review_ask_admin_name: "Pearl"
num_messages: 82
customer_message_count: 35
admin_message_count_total: 34
note_count: 0
customer_word_count: 262
admin_word_count: 441
count_reopens: 0
count_assignments: 6
handling_time_seconds: 2495
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: 5
review_ticket_id: "215474144766156"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144766156?view=List"
review_rating: 5
review_posted_at: "2026-05-01T18:18:50Z"
seconds_from_ask_to_review: 35812
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 215474138234283 — AfterMED Skin ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7706350/conversation/215474138234283?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/shared/all/conversation/215474144766156?view=List)  ·  🔗 [Visit Shopify store](https://24bf3e.myshopify.com)

## Overview
- **Merchant:** Abi Devenney — `itsjustformeorders@outlook.com` (personal address on a free email provider)
- **Store:** 24bf3e.myshopify.com · 🌍 Newcastle upon Tyne, England, United Kingdom
- **App:** Discounty
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** GBP
- **Store created on Shopify:** 2023-08-27

## App usage — Discounty
- **Discounty plan:** Essential — $29/monthly
- **Installed on:** 2024-01-25 11:25:51 UTC
- **Install to conversation start:** 2y 3mo before this conversation
- **Active:** Yes
- **Sales revenue through Discounty:** GBP 32,141
- **Total orders through Discounty:** 197

## Summary
Merchant Abi Devenney needed help adding and displaying the Quantity & Volume discount widget on her Shopify store using the Prestige theme. The AI bot Luna attempted to guide her through the setup steps but the widget still didn't appear, so she was escalated to human agent Pearl who directly configured and styled the widget on the store. Pearl also adjusted font sizes on the Buy X Get Y popup at the merchant's request, fully resolving all issues.

> "Enjoy the rest of your day and thank you so so much for your help and for working so quickly! :)"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 07:38:56 | +0s | — |
| Handed to human (Pearl) | 2026-05-01 07:54:44 | +15m 48s | +0s |
| First reply to customer | 2026-05-01 07:54:44 | +15m 48s | +0s |
| Review requested by Pearl | 2026-05-01 08:21:58 | +43m 2s | +27m 14s |
| Conversation closed | 2026-05-01 08:35:39 | +56m 43s | +40m 55s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-01 18:18:50 | +10h 39m | +10h 24m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Widget not displaying on product page | Merchant wanted to know how to add and display the Quantity & Volume discount widget on her store. | yes |
| 2 | Technical Bug | Theme compatibility with Prestige | Merchant asked whether Discounty is compatible with the Prestige theme after the widget failed to appear. | yes |
| 3 | How-To / Setup | Widget styling adjustments | Merchant requested font size increase and spacing adjustments on the tiered discount widget. | yes |
| 4 | How-To / Setup | Buy X Get Y popup font size | Merchant asked for the font to be made larger on the Buy X Get Y popup. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna the AI bot provided step-by-step setup instructions for enabling the widget and troubleshooting theme compatibility, but was unable to resolve the issue directly and escalated to a human agent after the merchant confirmed the widget still wasn't showing.

## Review request
- **Asked:** Yes — +43m 2s after conversation start (+27m 14s after human handoff)
- **Requested by:** Pearl
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-01 18:18:50 UTC
- **Time from ask to review publish:** +9h 56m
- **Time from conversation start to publish:** +10h 39m
- **Match method:** `ok`
- **Shop name on review:** AfterMED Skin
- **App listed on review:** Discounty: Bulk Discount Sales

**Review text:**
> Pearl was absolutely fantastic. She was knowledgeable and worked very quickly. She even offered to tweak my widget so I was completely happy with it. Would recommend this app 100%!

## Statistics
- **Messages:** 82 (35 customer, 34 admin)
- **Internal notes:** 0
- **Word count:** customer 262, admins 441
- **Total handling time (Intercom):** +41m 35s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced initial frustration with the AI Agent failing to resolve the widget display issue, requiring escalation to a human teammate who successfully fixed the problem and made customizations, resulting in strong positive customer sentiment.

## Sentiment & Resolution
- **Sentiment:** very_positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Prestige theme required manual intervention to display the Discounty widget, self-service setup steps were insufficient

## Full transcript
<details>
<summary>Click to expand — 82 messages</summary>

**[2026-05-01 07:38:56] user/Abi Devenney [source]**

> how do i add them Quantity &amp; volume discount to my store

**[2026-05-01 07:39:12] bot/Luna**

> Hi Abi 👋 I’m Luna, your AI assistant here to help with quick questions. If something needs deeper help, a human teammate can step in.
>  Answer: You can add a Quantity &amp; Volume discount by creating a Quantity discount campaign in the Discounty app.
>  Steps:
>  - Go to Campaigns in the Discounty dashboard
> - Click Create Campaign
> - Choose Quantity discount
> - Set your discount type (percentage, fixed amount, or new price)
> - Add minimum quantity tiers (example: 3+ = 10%, 5+ = 20%)
> - Select the products or collections the discount applies to
> - Save and activate the campaign
>  Extra: The discount automatically applies in the cart once customers reach the quantity tier. You can also show the discount tiers on the product page using the tiered discount widget.
>  [Image] Sources: How to create a Quantity discount campaign in Discounty Getting started with Discounty Discount campaign types in Discounty

**[2026-05-01 07:39:12] bot/Luna**

> Is that what you were looking for?

**[2026-05-01 07:39:32] user/Abi Devenney**

> it is the widget i would like to add

**[2026-05-01 07:39:41] bot/Luna**

> Answer: You can add the Quantity &amp; Volume discount widget by enabling the Discounty app embed and turning on the tiered discount widget in the app.
>  Steps:
>  - Go to Shopify Admin → Online Store → Themes
> - Click Customize on your active theme
> - Open App Embeds
> - Turn on Discounty (new!) and save
>  Then in Discounty:
>  - Go to Customization → Quantity &amp; Cart goal discount
> - Toggle Display widget on store to ON
> - Customize the title, labels, and style
>  Once a quantity or cart goal campaign is active, the table will appear on the product page.
>  [Image] [Image] [Image] Sources: Show quantity discount and Cart goal with the Tiered Discount Table widget How to activate Discounty widgets on your Shopify store? Why the "Quantity disocunt" or "Cart goal" widget does not show?

**[2026-05-01 07:39:41] bot/Luna**

> Did that answer your question?

**[2026-05-01 07:42:05] user/Abi Devenney**

> its not showing when i try to add it as a section

**[2026-05-01 07:42:21] bot/Luna**

> Answer: The widget will not appear as a section in the theme editor. It shows automatically on the product page once the embed and widget are enabled.
>  Steps:
>  - Go to Shopify Admin → Online Store → Themes → Customize
> - Open App Embeds
> - Turn on Discounty (new!) and click Save
> - In the Discounty app go to Customization → Quantity &amp; Cart goal discount
> - Toggle Display widget on store to ON
> - Make sure you have an active Quantity or Cart goal campaign
>  Extra: The widget only appears on the product page when a campaign is active, so it won’t show in the theme section picker.
>  Sources: Why the "Quantity disocunt" or "Cart goal" widget does not show? Show quantity discount and Cart goal with the Tiered Discount Table widget How to activate Discounty widgets on your Shopify store?

**[2026-05-01 07:42:21] bot/Luna**

> Was this explanation helpful for your widget issue?

**[2026-05-01 07:46:23] user/Abi Devenney**

> its still not on the product page&gt;

**[2026-05-01 07:46:23] bot/Luna**

> If you still need help with getting the widget to show on your product page, I’m here to assist! Would you like to share more details about what you’re trying to resolve or any specific issues you’re encountering?

**[2026-05-01 07:46:27] bot/Luna**

> Thanks for sharing that the widget still isn’t showing on your product page! Would you like me to connect you with a human agent? Or if you can provide more details about your setup, I’m happy to keep helping you troubleshoot.

**[2026-05-01 07:48:35] user/Abi Devenney**

> how do i add the widget to be displayed on my store

**[2026-05-01 07:48:39] bot/Luna**

> Thanks for sticking with me on this! It sounds like you’re still having trouble getting the widget to display on your store. Would you like me to connect you with a human agent? Or if you can share more about your setup, I’m here to keep helping you figure it out.

**[2026-05-01 07:49:52] user/Abi Devenney**

> is discounty compatable with Prestige theme?

**[2026-05-01 07:50:03] bot/Luna**

> Hi Abi 👋 I’m Luna, your AI assistant here to help with quick questions. If something needs deeper help, a human teammate can step in.
>  Answer: Discounty can work with many Shopify themes, but some themes (including certain Prestige setups) may require a small adjustment for the widget to display correctly.
>  Steps to check:
>  - Shopify Admin → Online Store → Themes
> - Click Customize on your active theme
> - Open App Embeds
> - Turn on Discounty (new!) and click Save
> - In Discounty go to Customization → Quantity &amp; Cart goal discount
> - Toggle Display widget on store to ON
> - Make sure a Quantity or Cart goal campaign is active
>  Extra: If the widget still doesn’t appear, some themes have unique structures that may require adjusting the widget selector. In that case, you can ask to speak with our team and they can help troubleshoot the theme compatibility.
>  Sources: Why the "Quantity disocunt" or "Cart goal" widget does not show? How to activate Discounty widgets on your Shopify store?

**[2026-05-01 07:50:03] bot/Luna**

> Is that what you were looking for?

**[2026-05-01 07:53:08] user/Abi Devenney**

> its still not showing on my website

**[2026-05-01 07:53:12] bot/Luna**

> Thanks for sticking with me on this! It sounds like you’re still blocked on the widget not showing on your website. Would you like me to connect you with a human agent? Or if you can share more details about your setup, I’m happy to keep helping you troubleshoot.

**[2026-05-01 07:53:25] user/Abi Devenney**

> yes please

**[2026-05-01 07:53:29] bot/Luna**

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

**[2026-05-01 07:54:04] bot/Luna**

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

**[2026-05-01 07:54:35] user/Abi Devenney**

> I have an issue that's slowing me down

**[2026-05-01 07:54:36] bot/Luna**

> Thank you, I've assigned you to the team. ✋🏻 ​ In the meantime, Could you add any more details and examples? (e.g., screenshots and relevant URLs) It’ll help our teammates understand and assist you faster. ​ Also please help us understand your experience with my help as AI agent:

**[2026-05-01 07:54:36] bot/Luna**

> [Conversation Rating Request]

**[2026-05-01 07:54:37] bot/Luna [channel_and_reply_time_expectation]**

> The team will get back to you on this. Our usual reply time is a few hours. You'll get replies here and to itsjustformeorders@outlook.com.

**[2026-05-01 07:54:44] admin/Pearl**

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

**[2026-05-01 07:54:57] user/Abi Devenney**

> please can you change my emai;

**[2026-05-01 07:55:24] admin/Pearl**

> Yes, sure. Can you provide me with the other email address please?

**[2026-05-01 07:55:31] user/Abi Devenney**

> info@aftermedskin.com

**[2026-05-01 07:55:52] admin/Pearl**

> Thank you. Its added to this thread. Also, I am sorry to hear about the trouble.
>  I went to check the widget on your store but it needs login information.

**[2026-05-01 07:56:09] user/Abi Devenney**

> what would you like me to do?

**[2026-05-01 07:57:04] admin/Pearl**

> I think I can create an account to check or if there's an example account, that would help.

**[2026-05-01 07:57:13] user/Abi Devenney**

> okay thank you

**[2026-05-01 07:58:30] admin/Pearl**

> Sure.
>  The best way would be going with an example account.
>  Do you have an example login info that I can use?

**[2026-05-01 07:58:54] user/Abi Devenney**

> sorry i dont know what you mean

**[2026-05-01 07:59:41] admin/Pearl**

> An email and password to login to a test or example account:
>  [Image]

**[2026-05-01 07:59:52] admin/Pearl**

> Otherwise the product page is not opening for me

**[2026-05-01 07:59:55] user/Abi Devenney**

> oh sorry, one second

**[2026-05-01 08:00:10] admin/Pearl**

> No worries. Thanks a bunch.

**[2026-05-01 08:01:25] user/Abi Devenney**

> can you try tester@gmail.com

**[2026-05-01 08:01:29] user/Abi Devenney**

> password: 1234567890

**[2026-05-01 08:03:25] admin/Pearl**

> Sure, I'm in

**[2026-05-01 08:03:41] user/Abi Devenney**

> thank you

**[2026-05-01 08:05:22] admin/Pearl**

> No problem.
>  Widget has been added now:
>  [Image]

**[2026-05-01 08:05:27] admin/Pearl**

> 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! ✨

**[2026-05-01 08:06:09] user/Abi Devenney**

> are you able to move the '3+' 6+ 12+ over slightly so its not so close to the edge of the box?

**[2026-05-01 08:06:45] user/Abi Devenney**

> and the font slightly bigger as its a little hard to read

**[2026-05-01 08:07:29] admin/Pearl**

> Of course.
>  A few moment please :)

**[2026-05-01 08:07:40] user/Abi Devenney**

> thank you so much!

**[2026-05-01 08:10:51] admin/Pearl**

> My absolute pleasure!
>  What do you think of this? I have not finalized it yet. Want to make sure its perfect before I do:
>  [Image]

**[2026-05-01 08:11:12] user/Abi Devenney**

> that is absolutely perfect!

**[2026-05-01 08:11:46] admin/Pearl**

> Happy to hear that :)
>  It should be live now

**[2026-05-01 08:11:59] user/Abi Devenney**

> thank you so much !

**[2026-05-01 08:12:19] admin/Pearl**

> No problem :)
>  Any thing else I can do to help?

**[2026-05-01 08:12:44] user/Abi Devenney**

> if you wouldnt mind. i also have a pop up at check out, are you able to ake the font there bigger to please?

**[2026-05-01 08:13:58] admin/Pearl**

> No, I am afraid Discounty does not have any control over the checkout as a third party app :(
>  In order to apply any changes there, you need to check the theme and checkout code settings.

**[2026-05-01 08:14:19] user/Abi Devenney**

> it is a discounty pop up, i am just trying to fin dit now

**[2026-05-01 08:14:31] admin/Pearl**

> In the checkout or cart?

**[2026-05-01 08:14:38] user/Abi Devenney**

> the Buy X get Y-pop-up

**[2026-05-01 08:14:55] admin/Pearl**

> Oh, ok
>  Of course! I would be happy to!

**[2026-05-01 08:15:02] user/Abi Devenney**

> thank you!

**[2026-05-01 08:15:39] admin/Pearl**

> No problem at all! This is what we are talking about right?
>  [Image]

**[2026-05-01 08:15:52] user/Abi Devenney**

> yes!

**[2026-05-01 08:16:07] admin/Pearl**

> Got it.
>  Let me send a preview please.

**[2026-05-01 08:16:23] user/Abi Devenney**

> ok thank you

**[2026-05-01 08:20:58] admin/Pearl**

> I was wondering, while I work on adjusting the font-size on the texts one by one, is it ok if I ask for a small favor?
>  It only takes less than a minute of your time🙈

**[2026-05-01 08:21:18] user/Abi Devenney**

> yes of course

**[2026-05-01 08:21:58] admin/Pearl**

> Thank you!
>  Can you make me happy by leaving a short review? :)
>  Mentioning my name will be the cherry on top! 🍒😍
> 
>  You can write it here: Discounty Review Link

**[2026-05-01 08:22:13] user/Abi Devenney**

> yes i was going to ask where i could do this xx

**[2026-05-01 08:23:31] admin/Pearl**

> Aw, thank you so much!
>  If its not too much to ask, I’d love to know when it’s submitted so I can keep an eye out for it.

**[2026-05-01 08:24:03] admin/Pearl**

> Also, here's a little preview of the changes so far:
>  [Image]

**[2026-05-01 08:24:45] user/Abi Devenney**

> maybe the price slightly larger please? I will write the review now

**[2026-05-01 08:25:18] admin/Pearl**

> Certainly👍✨

**[2026-05-01 08:25:26] admin/Pearl**

> It would mean a lot.
>  Thank you!

**[2026-05-01 08:26:52] user/Abi Devenney**

> submitted for you :)

**[2026-05-01 08:28:58] admin/Pearl**

> You are the best🥹

**[2026-05-01 08:29:10] admin/Pearl**

> What are we thinking of this?
>  [Image]

**[2026-05-01 08:29:29] user/Abi Devenney**

> beautiful thank you

**[2026-05-01 08:30:29] admin/Pearl**

> Glad that I could help😍

**[2026-05-01 08:30:51] user/Abi Devenney**

> Enjoy the rest of your day and thank you so so much for your help and for working so quickly! :)

**[2026-05-01 08:33:44] admin/Pearl**

> My pleasure :)
>  Please feel free to reach out any time.
>  Have a very lovely day and weekend ahead😍

</details>
