---
conversation_id: "215474110969281"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474110969281?view=List"
shopify_domain: "trailrax1.myshopify.com"
shopify_url: "https://trailrax1.myshopify.com"
company_name: "TrailRax"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-29T14:27:12Z"
closed_at: "2026-04-30T08:42:45Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "contact_location"
assignee_admin_id: "7165326"
assignee_name: "Sam"
team_name: "Chat"
team_id: 7400179
all_admins_involved: ["Sam"]
agent_count: 1
agent_count_bucket: "1"
customer_name: "Adam Engelke"
customer_email: "adam.engelke@trailrax.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 127
seconds_to_first_admin_reply: 127
seconds_from_start_to_review_ask: 963
seconds_from_handoff_to_review_ask: 836
seconds_from_first_reply_to_review_ask: 836
review_asked: true
review_ask_admin_name: "Sam"
num_messages: 34
customer_message_count: 12
admin_message_count_total: 19
note_count: 0
customer_word_count: 202
admin_word_count: 281
count_reopens: 0
count_assignments: 6
handling_time_seconds: 1211
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: "215474114275902"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114275902?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-29T18:21:24Z"
seconds_from_ask_to_review: 13089
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 215474110969281 — TrailRax ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7165326/conversation/215474110969281?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/team/6799702/conversation/215474114275902?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://trailrax1.myshopify.com)

## Overview
- **Merchant:** Adam Engelke — `adam.engelke@trailrax.com` (personal business email (likely the founder or a named employee))
- **Store:** trailrax1.myshopify.com · 🌍 West Jordan, Utah, United States
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** USD
- **Store created on Shopify:** 2020-03-26

## App usage — Notify Me!
- **Notify Me! plan:** Rocket (MONTHLY)
- **Installed on:** 2021-09-13 15:50:37 UTC
- **Install to conversation start:** 4y 7mo before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1139
- **Wishlist items count:** 0

## Summary
Merchant Adam Engelke wanted to display both a pre-order button and a 'notify me when in stock' button on the same product page to capture emails from customers deterred by a late shipping date. Agent Sam enabled this option in the pre-order settings and confirmed it was working. Adam also requested per-product or per-template button text customization (e.g., 'reserve now' vs 'pre-order now'), which is not currently supported but was logged as a feature request.

> "for current products be "reserve now" and then new products launching be "pre-order now"? Can these buttons be assigned based off of product template?"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-29 14:27:12 | +0s | — |
| Handed to human (Sam) | 2026-04-29 14:29:19 | +2m 7s | +0s |
| First reply to customer | 2026-04-29 14:29:19 | +2m 7s | +0s |
| Review requested by Sam | 2026-04-29 14:43:15 | +16m 3s | +13m 56s |
| Conversation closed | 2026-04-30 08:42:45 | +18h 15m | +18h 13m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-29 18:21:24 | +3h 54m | +3h 52m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Pre-order + notify me buttons on same page | Merchant asked whether both a pre-order button and a 'notify me when in stock' button could appear on the same product page. | yes |
| 2 | Feature Request | Per-product or per-template button text | Merchant asked whether the pre-order button text could be set differently per product or per page template (e.g., 'reserve now' for existing products, 'pre-order now' for new launches). | no |

## 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 gathered initial details from the merchant and routed the conversation to the human support team before any substantive help was provided.

## Review request
- **Asked:** Yes — +16m 3s after conversation start (+13m 56s after human handoff)
- **Requested by:** Sam
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-29 18:21:24 UTC
- **Time from ask to review publish:** +3h 38m
- **Time from conversation start to publish:** +3h 54m
- **Match method:** `ok`
- **Shop name on review:** TrailRax
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> Sam was so helpful and responsive right away!

## Statistics
- **Messages:** 34 (12 customer, 19 admin)
- **Internal notes:** 0
- **Word count:** customer 202, admins 281
- **Total handling time (Intercom):** +20m 11s
- **Reopens:** 0
- **Assignments:** 6
- **SLA:** Paid Chats First 5min — ✅ hit

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

## Tags & Topics
- **Tags:** Started by Chat, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 3

## Intercom-side signals
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer inquired about having both pre-order and notify-me buttons on product pages. The teammate promptly enabled the feature and addressed follow-up questions, while also noting the limitation on button text customization and passing the feedback to the product team.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** partially_resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Pre-order button text is global and cannot be set per product or per page template

## Full transcript
<details>
<summary>Click to expand — 34 messages</summary>

**[2026-04-29 14:27:12] user/Adam Engelke [source]**

> Hi! Is it possible to have both a pre-order button and a "notify me when In stock" button on the same page? We are launching a product page on may 15 and ideally want people to pre-order but the shipping date will likely be end of june or even july. since this date might detour people, is it possible to also have a notify me when in stock button so we can capture their emails as well?

**[2026-04-29 14:27:26] bot/Luna**

> I'll connect you with someone from our team who can assist you with this. Meanwhile, could you share any other details or preferences you have about the buttons or notifications? This will help them support you better.

**[2026-04-29 14:28:01] bot/Luna**

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

**[2026-04-29 14:28:14] user/Adam Engelke**

> I have a question

**[2026-04-29 14:28:15] 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:

**[2026-04-29 14:28:15] bot/Luna**

> [Conversation Rating Request]

**[2026-04-29 14:28:16] 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 adam.engelke@trailrax.com.

**[2026-04-29 14:28:51] user/Adam Engelke**

> 1st Button: Pre-Order - buy the product 2nd button: Notify Me When In Stock - collect their email

**[2026-04-29 14:29:19] admin/Sam**

> Hi Adam,
>  This is Sam here from the team. I hope you are doing well.
> 
>  I'm glad you reached out to us.

**[2026-04-29 14:29:42] admin/Sam**

> Absolutely. Let me take care of that for you.

**[2026-04-29 14:29:50] user/Adam Engelke**

> awesome!

**[2026-04-29 14:31:48] admin/Sam**

> I just activated this option on your pre-order settings page so both pre-order and notify me widgets can be displayed on a product.
>  [Image]

**[2026-04-29 14:32:00] admin/Sam**

> Would you please check the PDP and let me know how it goes?

**[2026-04-29 14:32:33] admin/Sam**

> You should see them both 😊:
>  [Image]

**[2026-04-29 14:33:26] user/Adam Engelke**

> will this feature be applied to products using our pre-order product template?

**[2026-04-29 14:34:53] admin/Sam**

> With this setup, notify me should be displayed on all pre-order products. Unless you have page template with a very different structure. If there's one, would you like me to check that?

**[2026-04-29 14:35:09] user/Adam Engelke**

> on current products can it be "order now"? I only want the "pre-order" on products launching without any stock

**[2026-04-29 14:35:34] user/Adam Engelke**

> one draft product to check is "Modular Roof Rack for the Ford Super Duty SuperCab (2017-Current)"

**[2026-04-29 14:38:02] admin/Sam**

> I'm afraid not. Pre-order button's text cannot be set per product.

**[2026-04-29 14:38:23] user/Adam Engelke**

> [Image] I see it now! I just had to remove the stock to test

**[2026-04-29 14:38:41] admin/Sam**

> Yes, great then.

**[2026-04-29 14:39:27] admin/Sam**

> Both widgets require the product inventory to be 0 or less.

**[2026-04-29 14:39:37] admin/Sam**

> Is there anything else I can help with?😊

**[2026-04-29 14:41:01] user/Adam Engelke**

> for current products be "reserve now" and then new products launching be "pre-order now"? Can these buttons be assigned based off of product template?

**[2026-04-29 14:42:07] admin/Sam**

> I'm afraid not. The button's text is global.
>  However, I see how it could benefit your business, and I'll pass your request on to our product development team for future consideration. Thank you for sharing your feedback.🙏

**[2026-04-29 14:42:57] user/Adam Engelke**

> Appreciate it! Thanks so much for your help.

**[2026-04-29 14:43:15] admin/Sam**

> Anytime! 🌸
>  By the way,
>  If I managed to make your day a little easier, would you help make mine by leaving a quick review? ✨
>  You can write it here: ﻿​﻿﻿​﻿Notify me! | Review Link
>  Mentioning my name would be the cherry on top! 🍒

**[2026-04-29 14:44:02] user/Adam Engelke**

> of course1

**[2026-04-29 14:44:18] admin/Sam**

> Thanks a bunch! 😍

**[2026-04-29 14:46:22] admin/Sam**

> Since Shopify takes a few days to publish reviews, I'd love to know when you submit it so I can keep in mind to read your feedback once it's published. 🥹🙏

**[2026-04-29 14:47:30] user/Adam Engelke**

> i submitted it a few minutes ago

**[2026-04-29 14:48:21] admin/Sam**

> You're a gem. 💎
>  Hope that was a 5-star.😍
>  Have a lovely rest of the day and don't hesitate to reach out anytime.

**[2026-04-30 08:42:57] bot/Luna**

> Help Sam understand how they’re doing:

**[2026-04-30 08:42:57] bot/Luna**

> [Conversation Rating Request]

</details>
