---
conversation_id: "215474000447782"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474000447782?sidebar_tab=details&view=List"
shopify_domain: "745e73-ea.myshopify.com"
shopify_url: "https://745e73-ea.myshopify.com"
company_name: "Aliona Cosmetics"
is_vip: false
app: "Notify Me!"
app_source: "intercom_brand_tag"
intercom_brand_tag: "Notify Me!"
created_at: "2026-04-21T04:31:24Z"
closed_at: "2026-04-22T05:03:00Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "ARE"
region_source: "contact_location"
assignee_admin_id: "7769537"
assignee_name: "Rick"
team_name: "Chat 1"
team_id: 7907909
all_admins_involved: ["Pearl", "Rick"]
agent_count: 2
agent_count_bucket: "2"
customer_name: "yazan ahmed"
customer_email: "yazan@alionacosmetics.com"
contact_email_type: "personal_business"
contact_email_role_hint: ""
seconds_to_human_handoff: 3614
seconds_to_first_admin_reply: 3614
seconds_from_start_to_review_ask: 88154
seconds_from_handoff_to_review_ask: 84540
seconds_from_first_reply_to_review_ask: 84540
review_asked: true
review_ask_admin_name: "Rick"
num_messages: 51
customer_message_count: 19
admin_message_count_total: 31
note_count: 1
customer_word_count: 87
admin_word_count: 434
count_reopens: 0
count_assignments: 5
handling_time_seconds: 12185
sla_name: "Paid Chats First 5min"
sla_status: "missed"
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: "215474018431017"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474018431017?sidebar_tab=details&view=List"
review_rating: 5
review_posted_at: "2026-04-22T10:18:56Z"
seconds_from_ask_to_review: 19098
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 215474000447782 — Aliona Cosmetics ⭐⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474000447782?sidebar_tab=details&view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/7769537/conversation/215474018431017?sidebar_tab=details&view=List)  ·  🔗 [Visit Shopify store](https://745e73-ea.myshopify.com)

## Overview
- **Merchant:** yazan ahmed — `yazan@alionacosmetics.com` (personal business email (likely the founder or a named employee))
- **Store:** 745e73-ea.myshopify.com · 🌍 Dubai, Dubai, United Arab Emirates
- **App:** Notify Me!
- **Channel:** customer_initiated · **Language:** English

## Store profile
- **Shopify plan:** Advanced
- **Currency:** AED
- **Store created on Shopify:** 2024-09-10
- **Public review score (StoreLeads):** 5.0 (2 reviews)

## App usage — Notify Me!
- **Notify Me! plan:** Rocket (MONTHLY)
- **Installed on:** 2026-04-20 10:34:14 UTC
- **Install to conversation start:** 17h 57m before this conversation
- **Status:** ACTIVE
- **Total back-in-stock requests received:** 1630

## Summary
Merchant Yazan Ahmed reported that button colors on the home page and collection page were not updating despite being set in the app backend. Support agent Rick identified it as a likely cache/CSS issue, applied custom CSS fixes for the collection page button and hover state, and also resolved the home page button color. After a hard refresh, the merchant confirmed both issues were fixed.

> "fixed"

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-21 04:31:24 | +0s | — |
| Handed to human (Rick) | 2026-04-21 05:31:38 | +1h 0m | +0s |
| First reply to customer | 2026-04-21 05:31:38 | +1h 0m | +0s |
| Review requested by Rick | 2026-04-22 05:00:38 | +1d 0h | +23h 29m |
| Conversation closed | 2026-04-22 05:03:00 | +1d 0h | +23h 31m |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-04-22 10:18:56 | +1d 5h | +1d 4h |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Button color not updating | The merchant reported that the theme button color set in the app backend was not being reflected on the home page and collection page. | yes |

## Fin AI
- **Participated:** Yes
- **Source workflow:** All Apps - Chat - Let Fin answer first
- **Intercom's resolution state:** Escalated
- **What Fin did:** Luna collected initial issue details, assigned the conversation to the support team, informed the merchant of expected reply times, and sent conversation rating requests.

## Review request
- **Asked:** Yes — +1d 0h after conversation start (+23h 29m after human handoff)
- **Requested by:** Rick
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-04-22 10:18:56 UTC
- **Time from ask to review publish:** +5h 18m
- **Time from conversation start to publish:** +1d 5h
- **Match method:** `ok`
- **Shop name on review:** Aliona Cosmetics
- **App listed on review:** Notify! Back in Stock|PreOrder

**Review text:**
> This application is highly suitable for Shopify, offering comprehensive customization capabilities to meet various business needs.

## Statistics
- **Messages:** 51 (19 customer, 31 admin)
- **Internal notes:** 1
- **Word count:** customer 87, admins 434
- **Total handling time (Intercom):** +3h 23m
- **Reopens:** 0
- **Assignments:** 5
- **SLA:** Paid Chats First 5min — ❌ missed

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

## Tags & Topics
- **Tags:** Started by Chat, Notify Me - asked for review, Expected reply time sent
- **Topics:** NM - Asked for review, Urgency 1

## Intercom-side signals
- **In-chat rating widget:** 5 / 5
- **Intercom CX Score (AI grading):** 5 / 5
  - Explanation: The customer experienced a product issue with button colors not updating as expected. The AI Agent quickly connected the customer to a teammate, who provided high-quality support and resolved the issue after some back-and-forth.

## Sentiment & Resolution
- **Sentiment:** positive
- **Resolution status:** resolved
- **Refund discussed:** no
- **Competitors mentioned:** —
- **External blockers:** - Theme color settings in the app backend not applying to home page and collection page buttons (required manual CSS override by support)

## Full transcript
<details>
<summary>Click to expand — 51 messages</summary>

**[2026-04-21 04:31:24] user/yazan ahmed [source]**

> Hello

**[2026-04-21 04:31:35] bot/Luna**

> Hello! I'm Luna, your AI assistant here to help with quick questions and concerns! If I can't handle something myself, a real human teammate will step in 💫 How can I assist you today?

**[2026-04-21 04:32:04] user/yazan ahmed**

> connect to live agent

**[2026-04-21 04:32:08] bot/Luna**

> I'll connect you with someone from our team right away! Meanwhile, could you please share a bit more about what you need help with? This will help them assist you more efficiently.

**[2026-04-21 04:32:41] bot/Luna**

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

**[2026-04-21 04:32:53] user/yazan ahmed**

> A major feature has stopped working

**[2026-04-21 04:32:54] bot/Luna**

> Got it, 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:

**[2026-04-21 04:32:54] bot/Luna**

> [Conversation Rating Request]

**[2026-04-21 04:32:55] 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 yazan@alionacosmetics.com.

**[2026-04-21 04:32:58] bot/Luna [conversation_summary]**

> Question The customer contacted us because a major feature of the product stopped working. Summary • User requested connection to a live agent.
> • Bot asked for issue details to assist the team.
> • User reported a major feature stopped working.
> • Bot assigned the case to the team and requested additional details and examples.
> • Bot informed user of a typical reply time of a few hours and confirmed email notifications.

**[2026-04-21 05:31:38] admin/Rick**

> Hello yazan,
> 
>  Thank you for contacting us.
>  I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻‍♂️
> 
>  How can I help you? 😊

**[2026-04-21 11:59:11] user/yazan ahmed**

> Hello

**[2026-04-21 12:06:16] bot/Luna**

> The agent you were working with is off shift and will be back within 24 hours.
> 
>  If you can’t wait, we can hand this to the next available agent. They’ll review the thread first, so replies may take a little longer.

**[2026-04-22 03:52:43] admin/Rick**

> Hey there!
>  Sorry for not getting back to you sooner, Yazan. I have been out of the office until now.
> 
>  How may I help? 😊

**[2026-04-22 04:32:52] user/yazan ahmed**

> Hello

**[2026-04-22 04:33:41] user/yazan ahmed**

> I have issue with the home page and collection page btn color

**[2026-04-22 04:34:25] user/yazan ahmed**

> I have already choose the theme color from the backend, but still it's not updated

**[2026-04-22 04:34:50] user/yazan ahmed**

> [Image] [Image]

**[2026-04-22 04:36:13] admin/Rick**

> Oh, I guess that's some sort of cache-related issue.
>  This is how I see the button on the collection pages:
>  default:
>  [Image] hovering:
>  [Image]

**[2026-04-22 04:36:50] admin/Rick**

> And I guess this is the color palette that you've set in the app:
>  [Image]

**[2026-04-22 04:37:14] admin/Rick**

> Do you want the button to look like the add to cart button?

**[2026-04-22 04:37:34] user/yazan ahmed**

> yes

**[2026-04-22 04:37:56] admin/Rick**

> Ok, no worries!
>  Let me see what I can do and get back to you 😉

**[2026-04-22 04:38:19] user/yazan ahmed**

> Thanks

**[2026-04-22 04:38:31] admin/Rick**

> My pleasure 😇

**[2026-04-22 04:48:08] admin/Rick**

> DONE ✅😍
>  Would you please check and ensure it meets your expectations so I can finalize the settings? 😊

**[2026-04-22 04:48:19] admin/Rick [note]**

> .COLLECTION_PAGE-notify-button {
>  flex: 1 !important;
>  padding: 12px 20px !important;
>  background: #fbedee !important;
>  color: #000000 !important;
>  border: none !important;
>  border-radius: 8px !important;
>  cursor: pointer !important;
>  font-size: 14px !important;
>  font-weight: 600 !important;
>  transition: background 0.3s ease !important;
>  }
>  .COLLECTION_PAGE-notify-button:hover {
>  background: #cea1a9 !important;
>  }
>  .COLLECTION_PAGE-notify-button:hover:before,
>  .COLLECTION_PAGE-notify-button:hover:after {
>  background: none !important;
>  }

**[2026-04-22 04:51:53] admin/Rick**

> Are we still connected, my friend?

**[2026-04-22 04:52:06] user/yazan ahmed**

> let me check

**[2026-04-22 04:52:16] admin/Rick**

> Sure! I'll be waiting 😊

**[2026-04-22 04:54:44] user/yazan ahmed**

> Nope, the home page is not updated. and the collection page updated, but I can see the black color bg as a Hover bg

**[2026-04-22 04:55:08] admin/Rick**

> Let me check something ...

**[2026-04-22 04:56:47] user/yazan ahmed**

> [Image]

**[2026-04-22 04:57:58] admin/Rick**

> All should be OK now ✅
>  Would you please perform a hard refresh and check again?

**[2026-04-22 04:58:06] admin/Rick**

> This message was deleted

**[2026-04-22 04:59:26] admin/Rick**

> To hard refresh on Google Chrome on Windows, there are two ways you can do it:
>  1. Hold down Ctrl and click the Reload button.
> 2. Or Hold down Ctrl and press F5.
>  To do a hard refresh on Google Chrome on Mac, there are two ways that you can do it:
>  1. Hold down Shift and click the Reload button.
> 2. Or Hold down Command, Shift and click the ‘R’ key. ​

**[2026-04-22 04:59:30] user/yazan ahmed**

> Yes

**[2026-04-22 04:59:37] user/yazan ahmed**

> fixed

**[2026-04-22 04:59:47] user/yazan ahmed**

> Thank you very mush for your support

**[2026-04-22 04:59:57] admin/Rick**

> Awesome!!!
>  My absolute pleasure, my friend 😇 You're more than welcome!
> 
>  Is there anything else I can assist you with at the moment?

**[2026-04-22 05:00:06] admin/Rick**

> Also, if nothing else for now, can I ask for a little favor? 🥹 I promise it'll just take less than a minute of your time.

**[2026-04-22 05:00:23] user/yazan ahmed**

> Tha's it man

**[2026-04-22 05:00:38] admin/Rick**

> If you were satisfied with the service we're providing here, Would you mind writing a review for us? ﻿​﻿﻿It will only take 2 tics. We are a dedicated start-up team that works hard to delight our customers, and it will be so valuable to us. ﻿And also it'll really make my day! ✨🥹
> 
>  You can leave a review on Shopify in seconds via the link below: ﻿​﻿﻿​﻿Notify me! | Review Link ﻿​﻿ ﻿Of course, if you want to do that.

**[2026-04-22 05:00:46] admin/Rick**

> [GIF]

**[2026-04-22 05:01:27] user/yazan ahmed**

> sure man

**[2026-04-22 05:01:29] user/yazan ahmed**

> Thanks

**[2026-04-22 05:02:24] admin/Rick**

> Wow! I appreciate your kindness, Yazan 😍 ﻿Can't wait to read your kind words.

**[2026-04-22 05:02:33] admin/Rick**

> Again, you're welcome 😇

**[2026-04-22 05:02:46] admin/Rick**

> It looks like you're all set for now. I’ll close this conversation, but please do feel free to reach out if you have any further questions.
> 
>  Have a great day! 🫶🏻
>  [GIF]

**[2026-04-22 05:03:12] bot/Luna**

> Help Rick understand how they’re doing:

**[2026-04-22 05:03:12] bot/Luna**

> [Conversation Rating Request]

</details>
