Conversation 215473988247624 — Hertex Haus ⭐⭐⭐⭐⭐¶
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview¶
- Merchant: (no name) —
no-reply@shopify.com(automated system address (e.g. Shopify/Native Forms notification)) - Store: hertex-haus-online.myshopify.com · 🌍 Cape Town, Western Cape, South Africa
- App: Notify Me!
- Channel: customer_initiated · Language: English
App usage — Notify Me!¶
- Notify Me! plan: —
- Installed on: 2026-01-19 08:07:37 UTC
- Install to conversation start: 3 months before this conversation
Summary¶
Merchant Lise from Hertex Haus was unable to receive the Notify Me report for the last 30 days, even after changing the recipient email address. Support agent Stella identified that both email addresses were on the unsubscribe list, removed them, and the merchant confirmed the report was successfully received afterwards.
"I received the report now, so I am all sorted."
Timeline¶
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-04-20 11:00:41 | +0s | — |
| Handed to human (Stella) | 2026-04-20 11:00:46 | +5s | +0s |
| First reply to customer | 2026-04-20 11:37:06 | +36m 25s | +36m 20s |
| Review requested by Stella | 2026-04-21 09:32:40 | +22h 31m | +22h 31m |
| Conversation closed | 2026-04-21 09:32:42 | +22h 32m | +22h 31m |
| Review posted ⭐⭐⭐⭐⭐ | 2026-04-21 18:21:00 | +1d 7h | +1d 7h |
Issues raised¶
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Report email not delivering | The merchant asked why the Notify Me report was not being delivered to either of two different email addresses. | yes |
Fin AI¶
Did not participate.
Review request¶
- Asked: Yes — +22h 31m after conversation start (+22h 31m after human handoff)
- Requested by: Stella
- Merchant agreed: not_explicitly
Review received¶
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-04-21 18:21:00 UTC
- Time from ask to review publish: +8h 48m
- Time from conversation start to publish: +1d 7h
- Match method:
fuzzy_via_shopify_handle_substring - Shop name on review: Hertex Haus
- App listed on review: Notify! Back in Stock|PreOrder
Review text:
Thank you Stella for sorting out my problem so quick and efficiently!!
Statistics¶
- Messages: 10 (2 customer, 11 admin)
- Internal notes: 3
- Word count: customer 112, admins 149
- Total handling time (Intercom): +2h 15m
- Reopens: 0
- Assignments: 3
- SLA: Emails First 3h — ✅ hit
People involved¶
- Agents who worked on it: 3 (Dela, Miles, Stella)
- Primary assignee: Stella
- Team / Inbox: Shopify
Tags & Topics¶
- Tags: Started by Email, manage-Shopify-email-participants, Notify Me - asked for review
- Topics: Get Support Button, NM - Asked for review
Intercom-side signals¶
- Intercom CX Score (AI grading): 5 / 5
- Explanation: The customer had an issue receiving the Notify Me report which the teammate resolved by fixing email subscription settings. The customer confirmed resolution and expressed gratitude.
Sentiment & Resolution¶
- Sentiment: positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Emails were silently added to the unsubscribe list, preventing report delivery with no visible indication to the merchant