---
conversation_id: "215474335489953"
intercom_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474335489953?view=List"
shopify_domain: "ubey9p-0i.myshopify.com"
shopify_url: "https://ubey9p-0i.myshopify.com"
company_name: "Veluna Market"
is_vip: false
app: "Subi"
app_source: "review_ticket"
intercom_brand_tag: "Customer Support"
created_at: "2026-05-17T11:17:29Z"
closed_at: "2026-05-19T14:01:42Z"
state: "closed"
priority: "not_priority"
channel: "customer_initiated"
language: "English"
region: "United States"
region_source: "company_country"
assignee_admin_id: "5117425"
assignee_name: "Mason"
team_name: "Proactive"
team_id: 7400201
all_admins_involved: ["Dela", "Mason", "Nilou", "Stella"]
agent_count: 4
agent_count_bucket: "3+"
customer_name: "Tabitha Davis"
customer_email: "velunamarket@yahoo.com"
contact_email_type: "personal_free"
contact_email_role_hint: ""
seconds_to_human_handoff: 187
seconds_to_first_admin_reply: 263
seconds_from_start_to_review_ask: 1663
seconds_from_handoff_to_review_ask: 1476
seconds_from_first_reply_to_review_ask: 1400
review_asked: true
review_ask_admin_name: "Mason"
num_messages: 15
customer_message_count: 3
admin_message_count_total: 24
note_count: 0
customer_word_count: 113
admin_word_count: 589
count_reopens: 0
count_assignments: 2
handling_time_seconds: 18050
sla_name: null
sla_status: null
fin_participated: false
fin_resolution_state: null
fin_source_workflow: null
intercom_in_chat_rating: null
intercom_cx_score: null
review_ticket_id: "215474338167072"
review_ticket_url: "https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474338167072?view=List"
review_rating: 5
review_posted_at: "2026-05-17T18:18:10Z"
seconds_from_ask_to_review: 23578
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 215474335489953 — Veluna Market ⭐⭐⭐⭐

🔗 [Open conversation in Intercom](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474335489953?view=List)  ·  🔗 [Open review ticket](https://app.intercom.com/a/inbox/u5qsddiv/inbox/admin/5117425/conversation/215474338167072?view=List)  ·  🔗 [Visit Shopify store](https://ubey9p-0i.myshopify.com)

## Overview
- **Merchant:** Tabitha Davis — `velunamarket@yahoo.com` (personal address on a free email provider)
- **Store:** ubey9p-0i.myshopify.com · 🌍 Hialeah, Florida, United States
- **App:** Subi *(inferred from review ticket — Intercom brand tag was "Customer Support")*
- **Channel:** customer_initiated · **Language:** English

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

## App usage — Subi
- **Subi plan:** Subi — $4.99/mo
- **Installed on:** 2026-05-17 11:16:52 UTC
- **Install to conversation start:** 37 seconds before this conversation

## Summary
Merchant Tabitha Davis reached out after creating her first subscription plan in Subi and needed help ensuring her widget was properly set up on her product page. The support agent Mason proactively configured the widget, matched it to the store's style, and removed the 'Powered by Subi' branding as a free bonus. The merchant was very satisfied, left a review, and the agent subsequently followed up multiple times attempting to influence the review score upward.

> "Removing the "Powered by Subi" branding has made a noticeable difference, and I really appreciate you taking care of that for me, especially at no additional cost."

## Timeline
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-17 11:17:29 | +0s | — |
| Handed to human (Mason) | 2026-05-17 11:20:36 | +3m 7s | +0s |
| First reply to customer | 2026-05-17 11:21:52 | +4m 23s | +1m 16s |
| Review requested by Mason | 2026-05-17 11:45:12 | +27m 43s | +24m 36s |
| Conversation closed | 2026-05-19 14:01:42 | +2d 2h | +2d 2h |
| **Review posted** ⭐⭐⭐⭐⭐ | 2026-05-17 18:18:10 | +7h 0m | +6h 57m |

## Issues raised
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Subscription widget setup | Merchant wanted to confirm her first subscription plan and widget were correctly set up on her product page. | yes |
| 2 | Feature Request | Remove 'Powered by Subi' branding | Agent proactively offered to remove the Subi branding from the widget at no charge. | yes |

## Fin AI
Did not participate.

## Review request
- **Asked:** Yes — +27m 43s after conversation start (+24m 36s after human handoff)
- **Requested by:** Mason
- **Merchant agreed:** yes

## Review received
⭐⭐⭐⭐⭐ **5 / 5**

- **Posted:** 2026-05-17 18:18:10 UTC
- **Time from ask to review publish:** +6h 32m
- **Time from conversation start to publish:** +7h 0m
- **Match method:** `ok`
- **Shop name on review:** Veluna Market
- **App listed on review:** Subi Subscriptions App

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

## Statistics
- **Messages:** 15 (3 customer, 24 admin)
- **Internal notes:** 0
- **Word count:** customer 113, admins 589
- **Total handling time (Intercom):** +5h 0m
- **Reopens:** 0
- **Assignments:** 2

## People involved
- **Agents who worked on it:** 4 (Dela, Mason, Nilou, Stella)
- **Primary assignee:** Mason
- **Team / Inbox:** Proactive

## Tags & Topics
- **Tags:** Started by Proactive, Subify - asked for review
- **Topics:** SB - Asked for review, SB - First plan created - Proactive

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

## Full transcript
<details>
<summary>Click to expand — 15 messages</summary>

**[2026-05-17 11:17:29] user/Tabitha Davis [source]**

> Hi! I have created my first subscription plan in Subi. Product Url: https://ubey9p-0i.myshopify.com/products/home-sweet-home-home-furnishing-decoration

**[2026-05-17 11:21:52] admin/Mason**

> Hi Tabitha,
>  This is Mason from Subi support. 😊
>  Congratulations on creating your first plan! 🎉
>  I'm going to check your panel right away to ensure everything is set up perfectly for you.

**[2026-05-17 11:22:20] admin/Mason**

> I am working on the widget.
>  [Image]

**[2026-05-17 11:26:42] admin/Mason**

> I have checked the plan you have created in Subi.
>  Your widget has been added to your product page, and it already matches your beautiful shop.
>  [Image] Do you need any customizations for your widget?
>  We'll make it perfect for your store free of charge.

**[2026-05-17 11:27:55] admin/Mason**

> Also ,this isn’t something we usually offer for free, but I really like the vibe of your shop, so I’d be happy to remove the “Powered by Subi” tag for you at no charge.
>  Would you like me to go ahead and take care of that?

**[2026-05-17 11:30:32] user/Tabitha Davis**

> Yes thank you I appreciate that Sent from Yahoo Mail for iPhone ​

**[2026-05-17 11:35:45] admin/Mason**

> Absolutely, I’m happy to help.
>  I have removed the branding for you. Could you please take a moment to review it?

**[2026-05-17 11:40:08] user/Tabitha Davis**

> Hi Mason, ​
>  Thank you so much for your quick assistance! I've just reviewed the changes, and it looks absolutely fantastic. Removing the "Powered by Subi" branding has made a noticeable difference, and I really appreciate you taking care of that for me, especially at no additional cost. ​
>  Your excellent support and willingness to help have been greatly valued throughout this process. I'm very happy with how everything is looking on my shop now. ​
>  Thanks again for everything! Sent from Yahoo Mail for iPhone ​

**[2026-05-17 11:45:12] admin/Mason**

> Hi there 😊
>  This honestly made my day, thank you so much for your kind words! I'm really glad you’re happy with how everything turned out on your shop, that’s exactly what I was hoping for.
>  It was a pleasure helping you with this, and I’m always here if you need anything else down the line.
>  Also, I was wondering, can you make me happy by leaving us a review before you go? 😊 Mentioning my name would truly be the cherry on top 🍒😍
> 
>  You can write it here: ﻿​﻿﻿​﻿Subi | Review Link
> 
>  Thanks again for your trust and support, it really means a lot 💛

**[2026-05-17 18:28:50] admin/Mason**

> Hi Tabitha 😊
> 
>  Thank you again for your lovely message, it really meant a lot to me.
> 
>  I came across your review and truly appreciate you taking the time to share it. I just wanted to check if there’s anything at all that could have made your experience a 5-star one?
> 
>  I’m always looking to improve, so your feedback would mean a lot 💛
> 
>  And of course, if you feel like everything is now where you wanted it to be, I’d be really grateful if your review reflected that. And if not, I completely understand as well, your honest feedback is always what matters most 😊
> 
>  I’m always here anytime you need help!

**[2026-05-18 14:14:19] admin/Mason**

> Hi Tabitha,
>  I hope you're doing well.
> 
>  It looks like you're busy as I haven't heard from you in a while.
>  Here's a quick check-in to see if my previous message has reached you.
> 
>  I look forward to hearing back from you.
>  Kind regards,

**[2026-05-18 19:15:19] admin/Nilou [note_and_unsnooze]**

> dear would you please add the 4-star tag? Mason

**[2026-05-18 21:05:08] admin/Mason**

> Hi Tabitha 😊
> 
>  I hope you’re doing well.
> 
>  I just wanted to gently follow up on my previous message. From your review, I got the feeling that maybe we’re not quite at a 5-star experience for you just yet, and I completely respect that.
> 
>  That said, I take feedback very personally and always try my best to make sure every experience truly feels like a 5-star one. So if there’s anything at all that felt missing, I would genuinely love to understand and fix it for you.
> 
>  And if you feel like we’re not quite there yet, I’d really appreciate you considering removing the review for now, and hopefully I can earn that 5-star from you a bit later 😊
> 
>  I also don’t want to take more of your time, so I’ll go ahead and close this for now, but I’m always here anytime you need anything at all.
> 
>  It would honestly mean a lot to me.
> 
>  I’m always here for you anytime 💛

**[2026-05-19 14:01:56] bot/Luna**

> Help Mason understand how they’re doing:

**[2026-05-19 14:01:56] bot/Luna**

> [Conversation Rating Request]

</details>
