---
conversation_id: "215474286701113"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474286701113?view=List"
shopify_domain: "j6iz0s-02.myshopify.com"
shopify_url: "https://j6iz0s-02.myshopify.com"
company_name: "STRAPSI"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-05-13T13:30:51Z"
closed_at: "2026-05-13T14:28:07Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "FRA"
region_source: "contact_location"
assignee_admin_id: "7707299"
assignee_name: "Nilou"
team_name: "Chat 2"
team_id: 7907912
all_admins_involved: ["Mason", "Nilou"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "Lenny Schwarz"
customer_email: "lenny.schwarz@gmail.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 349
seconds_to_first_admin_reply: 416
seconds_from_start_to_review_ask: 2090
seconds_from_handoff_to_review_ask: 1741
seconds_from_first_reply_to_review_ask: 1674
review_asked: true
review_ask_admin_name: "Nilou"
num_messages: 75
customer_message_count: 27
admin_message_count_total: 36
note_count: 2
customer_word_count: 349
admin_word_count: 479
count_reopens: 1
count_assignments: 6
handling_time_seconds: 3150
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: null
review_ticket_id: "215474292500909"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474292500909"
review_rating: 5
review_posted_at: "2026-05-13T18:21:15Z"
seconds_from_ask_to_review: 15334
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 215474286701113 — STRAPSI ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474286701113?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7707299/conversation/215474292500909)  ·  🔗 [Visit Shopify store](https://j6iz0s-02.myshopify.com)

## Overview
- **Merchant:** Lenny Schwarz — `lenny.schwarz@gmail.com` (personal address on a free email provider)
- **Store:** j6iz0s-02.myshopify.com · 🌍 Levallois-Perret, Île-de-France, France
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Basic
- **Currency:** USD
- **Store created on Shopify:** 2026-05-12

## App usage — Notify Me!
- **Notify Me! plan:** Rocket (MONTHLY)
- **Installed on:** 2026-05-13 12:45:16 UTC
- **Install to conversation start:** 45 minutes before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 0

## Summary
Merchant Lenny Schwarz reported that the Pre-Order button was not replacing the 'Add to Cart' button on his homepage for the product 'Royal Pop Strap', despite having correctly configured inventory settings and an active offer. After the AI bot's troubleshooting steps failed to resolve the issue, human agent Nilou took over, identified that the Add to Cart button on the homepage was not properly linked to the product variant, applied a custom selector fix, removed unwanted UI elements, and added a custom pre-order description text via CSS — fully resolving the issue.

> "product page wil not be visible by customers, only home page"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 13:30:51 | +0s | — |
| Handed to human (Nilou) | 2026-05-13 13:36:40 | +5m 49s | +0s |
| First reply to customer | 2026-05-13 13:37:47 | +6m 56s | +1m 7s |
| Review requested by Nilou | 2026-05-13 14:05:41 | +34m 50s | +29m 1s |
| Conversation closed | 2026-05-13 14:28:07 | +57m 16s | +51m 27s |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-13 18:21:15 | +4h 50m | +4h 44m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Pre-Order button not replacing Add to Cart | The merchant asked why the Pre-Order button was not replacing the Add to Cart button on the native Shopify product section and homepage despite correct setup. | yes |
| 2 | How-To / Setup | Pre-order description on homepage | The merchant wanted to know how to add a pre-order description on the homepage and ultimately asked the agent to add specific text for them. | yes |
| 3 | How-To / Setup | UI customisation - remove waitlist row and border | The merchant asked to remove the 'join the waitlist' section and extra border from the pre-order widget. | 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) provided standard troubleshooting steps for the Pre-Order button not showing, but failed to resolve the issue and escalated the conversation to a human agent upon the merchant's request.

## Review request
- **Asked:** Yes — +34m 50s after conversation start (+29m 1s after human handoff)
- **Requested by:** Nilou
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-13 18:21:15 UTC
- **Time from ask to review publish:** +4h 15m
- **Time from conversation start to publish:** +4h 50m
- **Match method:** `ok`
- **Shop name on review:** STRAPSI
- **App listed on review:** Notify! Back in Stock|PreOrder

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

## Statistics
- **Messages:** 75 (27 customer, 36 admin)
- **Internal notes:** 2
- **Word count:** customer 349, admins 479
- **Total handling time (Intercom):** +52m 30s
- **Reopens:** 1
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

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

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Pre-Order button selector did not work with native Shopify product section on homepage because the Add to Cart button was not linked to the product variant ID
- Pre-order description cannot be added via app UI on homepage and requires Custom CSS

## Full transcript
<details>
<summary>Click to expand — 75 messages</summary>

**[2026-05-13 13:30:51] user/Lenny Schwarz [source]**

> Hi, I enabled the app embed and created an active PreOrder offer for my product. The product is also displayed in a native Shopify product section, not only custom Liquid.
>  However, the button still shows “Add to cart” instead of “Pre-order”.
>  Product: Royal Pop Strap Issue: PreOrder button does not appear on the native product section or homepage. Inventory settings checked: Track quantity ON, quantity 0, continue selling when out of stock ON. Offer status: Active.
>  Can you check why the PreOrder button is not replacing the Add to Cart button?

**[2026-05-13 13:30:57] 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:
>  -
>  215474286153076

**[2026-05-13 13:31:22] bot/Luna**

> The Pre-Order button will only replace “Add to Cart” when the product (and every variant) is truly out of stock and the Pre-Order visibility is enabled for the page you’re viewing.
>  Steps to check:
>  1. In Shopify, open the product and confirm each variant has: Track quantity ON, Continue selling when out of stock ON, and inventory set to 0 or less.
> 2. In our app: Shopify Admin → Notify Me! → Preorder tab → Settings → Visibility Status → turn on Pre-Order for product pages (and also for Home page if you want it there).
> 3. In Shopify theme: Online Store → Themes → Customize → App embeds → make sure “Notify Me!” app embed is ON and saved.
> 4. On Home page: confirm the native product section actually shows an “Add to Cart” button (Pre-Order replaces it, so it must exist).
>  Extra: if any one variant is not set to 0 or less, the Pre-Order button can be hidden.
>  [Image] Sources: Activating Pre-Order: Steps and Benefits Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products When and Where The Pre-Order Button Appears

**[2026-05-13 13:31:22] bot/Luna**

> Is that what you were looking for?

**[2026-05-13 13:33:10] user/Lenny Schwarz**

> Did this but still not displaying

**[2026-05-13 13:33:15] bot/Luna**

> Thanks for letting me know it’s still not displaying! 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.

**[2026-05-13 13:34:31] user/Lenny Schwarz**

> human agent

**[2026-05-13 13:34:36] bot/Luna**

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

**[2026-05-13 13:34:49] user/Lenny Schwarz**

> Hi, I enabled the app embed and created an active PreOrder offer for my product. The product is also displayed in a native Shopify product section, not only custom Liquid. However, the button still shows “Add to cart” instead of “Pre-order”. Product: Royal Pop Strap Issue: PreOrder button does not appear on the native product section or homepage. Inventory settings checked: Track quantity ON, quantity 0, continue selling when out of stock ON. Offer status: Active. Can you check why the PreOrder button is not replacing the Add to Cart button?

**[2026-05-13 13:35:05] bot/Luna**

> The Pre-Order button will only replace “Add to Cart” when the product (and every variant) is truly out of stock, the product is included in an active offer, and the Pre-Order visibility is enabled for that page.
>  Steps to double-check:
>  1. In Shopify, open the product and confirm every variant has Track quantity ON, Continue selling when out of stock ON, and inventory set to 0 or less.
> 2. In our app: Shopify Admin → Notify Me! → Preorder → Settings → Visibility status → turn on Pre-Order for product pages and Home page.
> 3. In Shopify theme: Online Store → Themes → Customize → App embeds → make sure “Notify Me!” app embed is ON and saved.
> 4. On the Home page, confirm the native product section actually shows an “Add to Cart” button (Pre-Order replaces it, so it must exist).
>  Extra: if your theme or page builder uses a different “Add to Cart” selector, the button may not be able to find it and won’t replace it.
>  Sources: Troubleshooting: Pre-Order Button Not Showing on Sold-Out Products Activating Pre-Order: Steps and Benefits When and Where The Pre-Order Button Appears

**[2026-05-13 13:35:06] bot/Luna**

> Did that answer help, or do you still need help from someone?

**[2026-05-13 13:35:25] user/Lenny Schwarz**

> No, I still need help 👤

**[2026-05-13 13:35:31] bot/Luna**

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

**[2026-05-13 13:35:39] user/Lenny Schwarz**

> I have an issue that's slowing me down

**[2026-05-13 13:35:40] 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:

**[2026-05-13 13:35:40] bot/Luna**

> [Conversation Rating Request]

**[2026-05-13 13:35:41] 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 lenny.schwarz@gmail.com.

**[2026-05-13 13:36:40] admin/Nilou [note]**

> wanna take this dear or shall i? Mason

**[2026-05-13 13:37:30] admin/Mason [note]**

> It does not matter, it has already been assigned to you dear :) but if you want, I will answer.

**[2026-05-13 13:37:47] admin/Nilou**

> Hi Lenny, This is Nilou here from the team. Hope you're having a great day/night😊 Thank you for reaching out

**[2026-05-13 13:38:04] admin/Nilou**

> Thanks for your thorough description Let me check please

**[2026-05-13 13:38:26] user/Lenny Schwarz**

> Thanks

**[2026-05-13 13:41:57] admin/Nilou**

> My pleasure! May I ask if there's an Add to cart button on the Product page template also? I'm checking this link here to ensure the product page preorder is set up correctly the preorder badge is added as expected but there's no Add to cart button:
>  [Image] https://strapsi.com/products/royal-pop-strap?variant=57286974767435

**[2026-05-13 13:43:12] user/Lenny Schwarz**

> product page wil not be visible by customers, only home page

**[2026-05-13 13:43:38] user/Lenny Schwarz**

> Let me add a shopify native product section also on the home page so you can see the problem

**[2026-05-13 13:44:12] user/Lenny Schwarz**

> Done

**[2026-05-13 13:44:52] admin/Nilou**

> That would be very helpful Thank you At the moment I applied a selector to the homepage's add to cart button but nothing changed When I try adding the item to cart, it seems like the Add to cart button is not set up correctly, probably not linked to the product variant id and no item is added to cart

**[2026-05-13 13:44:59] admin/Nilou**

> Thanks! Let me check again

**[2026-05-13 13:45:59] admin/Nilou**

> It's fixed now thanks to you ^-^
>  [Image]

**[2026-05-13 13:46:09] admin/Nilou**

> Want me to get rid of the extra border?

**[2026-05-13 13:46:22] admin/Nilou**

> Also Let me add the Preorder description here as well

**[2026-05-13 13:46:30] user/Lenny Schwarz**

> Sure, thanks!

**[2026-05-13 13:47:06] user/Lenny Schwarz**

> We can also remove the "join the waitlist" part

**[2026-05-13 13:48:07] admin/Nilou**

> Got it!
>  [GIF]

**[2026-05-13 13:48:18] user/Lenny Schwarz**

> Thank you so much

**[2026-05-13 13:49:22] admin/Nilou**

> My absolute pleasure!

**[2026-05-13 13:51:02] admin/Nilou**

> ✅Wishlist is hidden

**[2026-05-13 13:51:24] admin/Nilou**

> Sorry for the mistake I meant the waitlist row

**[2026-05-13 13:52:48] user/Lenny Schwarz**

> Thanks!

**[2026-05-13 13:53:12] user/Lenny Schwarz**

> [Image] I still only see this

**[2026-05-13 13:56:00] admin/Nilou**

> It seems like the form below is now Preorder
>  [Image]

**[2026-05-13 13:56:14] admin/Nilou**

> Would you like to keep both? Or remove one?

**[2026-05-13 13:57:17] user/Lenny Schwarz**

> Ideally I would need to keep only the custon liquid one (at the top)

**[2026-05-13 13:57:38] admin/Nilou**

> Got it, let me replace that one with Preorder

**[2026-05-13 13:57:47] user/Lenny Schwarz**

> Thanks!

**[2026-05-13 13:58:45] admin/Nilou**

> ✅Done
>  [Image] I also got rid of the extra box shadow I hope you like this better ​

**[2026-05-13 13:59:14] admin/Nilou**

> Also what would you like to say as preorder description? On homepages it needs to be added via CSS unfortunately

**[2026-05-13 13:59:36] user/Lenny Schwarz**

> Thank you so much!

**[2026-05-13 14:00:08] admin/Nilou**

> You're most welcome! ^-^ Happy to help

**[2026-05-13 14:00:09] user/Lenny Schwarz**

> preorder description would be great yes, you can just tell me how to add it and I'll take care of it

**[2026-05-13 14:02:22] admin/Nilou**

> You can select this part, "Show", on the Notify me panel -&gt; Preorder customize appearance You can edit the description here too
>  [Image] In case that did not do it I could add any text you'd like using Custom CSS

**[2026-05-13 14:03:17] user/Lenny Schwarz**

> Got it thanks!

**[2026-05-13 14:03:35] admin/Nilou**

> You're most welcome

**[2026-05-13 14:03:51] admin/Nilou**

> By the way, may I ask something if it's ok with you?

**[2026-05-13 14:05:06] user/Lenny Schwarz**

> Sure

**[2026-05-13 14:05:41] admin/Nilou**

> Thanks!! I was wondering if you feel I’ve provided you with 5-star service,
>  would you mind leaving us a quick review? As a startup team that works hard to delight our customers, your review would go a long way for us. And if you happen to mention my name, it would totally make my day😍 of course, only if you’d like. You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link

**[2026-05-13 14:07:12] admin/Nilou**

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

**[2026-05-13 14:07:57] user/Lenny Schwarz**

> Review submitted!

**[2026-05-13 14:08:23] admin/Nilou**

> Thank you so much!!😍🥹I really appreciate your kindness

**[2026-05-13 14:09:00] admin/Nilou**

> Is the description configured as expected? Anything I could help you with there?

**[2026-05-13 14:11:23] user/Lenny Schwarz**

> Did not :/

**[2026-05-13 14:12:29] user/Lenny Schwarz**

> If you can add this: "Available for pre-order. Your order will be reserved from our first exclusive production batch and is expected to ship in 2 months. You’ll receive email updates as production and fulfillment progress."

**[2026-05-13 14:13:12] admin/Nilou**

> Absolutely! Let me add it for you

**[2026-05-13 14:20:47] admin/Nilou**

> ✅Done

**[2026-05-13 14:20:53] admin/Nilou**

> Could you check it now please?

**[2026-05-13 14:21:50] admin/Nilou**

> [Image]

**[2026-05-13 14:22:11] user/Lenny Schwarz**

> All good thanks!!

**[2026-05-13 14:22:46] admin/Nilou**

> You're most welcome!

**[2026-05-13 14:22:56] admin/Nilou**

> Anything else for now?

**[2026-05-13 14:25:14] user/Lenny Schwarz**

> All good

**[2026-05-13 14:26:01] admin/Nilou**

> Awesome! ^-^ If you're all set, I'll close this chat for now But any reply will reopen it and we can pick up right where we left off So don't hesitate to reach out😉 Have a great one!✨ Take care,

**[2026-05-13 14:26:15] user/Lenny Schwarz [open]**

> Thanks!

**[2026-05-13 14:27:37] admin/Nilou**

> [GIF]

**[2026-05-13 14:28:18] bot/Luna**

> Help Nilou understand how they’re doing:

**[2026-05-13 14:28:18] bot/Luna**

> [Conversation Rating Request]

</details>
