Conversation 215474015240088 — Addict Tackle ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Chris Martin —
tinalouise@fishingaddiction.com.au (personal business email (likely the founder or a named employee))
- Store: addict-tackle.myshopify.com · 🌍 Sydney, New South Wales, Australia
- App: Notify Me!
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Grow
- Currency: AUD
- Store created on Shopify: 2018-07-17
- Public review score (StoreLeads): 4.0 (4 reviews)
App usage — Notify Me!
- Notify Me! plan: Lite (MONTHLY)
- Installed on: 2026-04-22 01:12:24 UTC
- Install to conversation start: 43 minutes before this conversation
- Status: ACTIVE
- Total back-in-stock requests received: 30
Summary
Merchant Chris Martin (also Tina) contacted support because the Notify Me button on their product page was unclickable after installation. After AI bot troubleshooting failed, agent Rick applied a theme compatibility fix and adjusted the button placement, resolving the click issue. The merchant then had follow-up questions about email notifications for requests and how to view customer contact details for back-in-stock submissions, the latter of which requires a paid plan upgrade.
"Yes I turned it off until i spoke to support as cusomters cant click it."
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-04-22 01:55:54 |
+0s |
— |
| Handed to human (Rick) |
2026-04-22 03:07:36 |
+1h 11m |
+0s |
| First reply to customer |
2026-04-22 03:07:36 |
+1h 11m |
+0s |
| Review requested by Rick |
2026-04-22 03:24:02 |
+1h 28m |
+16m 26s |
| Conversation closed |
2026-04-26 06:30:12 |
+4d 4h |
+4d 3h |
| Review posted ⭐⭐⭐⭐⭐ |
2026-04-22 10:19:11 |
+8h 23m |
+7h 11m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Technical Bug |
Notify Me button unclickable |
The merchant reported that the Notify Me button was visible on the product page but could not be clicked. |
yes |
| 2 |
How-To / Setup |
Email notification configuration |
The merchant asked where customer email submissions go and whether admin email gets notified of new back-in-stock requests. |
yes |
| 3 |
Feature Request |
View customer contact details for requests |
The merchant asked how to see the names or emails of customers who submitted back-in-stock notify requests so the store owner could reach out with alternatives. |
partial |
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 attempted basic troubleshooting steps for the unclickable button (hard refresh, incognito, different browser/device) and collected the product URL, but was unable to resolve the issue and escalated to a human agent upon request.
Review request
- Asked: Yes — +1h 28m after conversation start (+16m 26s after human handoff)
- Requested by: Rick
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-04-22 10:19:11 UTC
- Time from ask to review publish: +6h 55m
- Time from conversation start to publish: +8h 23m
- Match method:
ok
- Shop name on review: Addict Tackle
- App listed on review: Notify! Back in Stock|PreOrder
Review text:
Fast support - easy to install
Statistics
- Messages: 59 (23 customer, 38 admin)
- Internal notes: 0
- Word count: customer 185, admins 466
- Total handling time (Intercom): +1h 31m
- Reopens: 1
- Assignments: 5
- SLA: Free Chats First 15min — ❌ missed
People involved
- Agents who worked on it: 2 (Melissa, Rick)
- Primary assignee: Rick
- Team / Inbox: Chat 2
- Tags: Started by Chat, Notify Me - asked for review, Expected reply time sent, Automate Snoozing Started, Automate Snoozing End
- Topics: NM - Asked for review
- In-chat rating widget: 5 / 5
- Intercom CX Score (AI grading): 4 / 5
- Explanation: Customer experienced a product issue with the Notify Me button not clickable, engaged with AI Agent who could not resolve it, then was assisted by a teammate who fixed the problem successfully. Customer showed high effort and the teammate's support was effective.
Sentiment & Resolution
- Sentiment: positive
- Resolution status: partially_resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Viewing customer contact details (name/email) for back-in-stock requests requires a paid plan upgrade and is not available on the free plan
Full transcript
Click to expand — 59 messages
**[2026-04-22 01:55:54] user/Chris Martin [source]**
> Hi we just installed the Notify Me button but it wont let me click it on the product?
**[2026-04-22 01:56:11] bot/Luna**
> Hi Chris - I’m Luna, an AI assistant. If the Notify Me button is there but won’t click, it’s usually a theme compatibility issue, and the quickest next step is to send us the link to the affected product page so it can be adjusted.
> Before you send it, you can also try:
> - Open the product in an incognito window.
> - Do a hard refresh (Chrome: Ctrl + F5 on Windows, or Command + Shift + R on Mac).
> - Try a different browser or device.
> Reply with the product URL and I’ll tell you exactly what to include.
**[2026-04-22 01:56:12] bot/Luna**
> Is that what you were looking for?
**[2026-04-22 01:57:38] user/Chris Martin**
> https://www.addicttackle.com.au/products/nomad-design-riptide-floating-stickbait-125mm?variant=33219005546605
**[2026-04-22 01:57:47] bot/Luna**
> Thanks, Chris - that’s perfect. When the Notify Me button is there but won’t click, it’s usually a theme compatibility issue, and the next step is to send the product link (which you’ve done) so it can be adjusted.
> Before you send anything else, a couple quick checks:
> - Try a hard refresh (Chrome: Ctrl + F5 on Windows, or Command + Shift + R on Mac).
> - Try a different browser or device.
> If it’s still unclickable after that, reply with the browser and device you’re using (e.g., Chrome on Windows, Safari on iPhone) so we can narrow it down.
**[2026-04-22 01:57:47] bot/Luna**
> Did that answer your question?
**[2026-04-22 01:58:04] user/Chris Martin**
> I have done all that and still doesnt click
**[2026-04-22 01:58:09] bot/Luna**
> Thanks for sticking with me on this. It sounds like you’re still blocked on the Notify Me button not clicking despite the troubleshooting steps. Would you like me to connect you with a human agent? Or if you want, you can share more details about your browser and device, and I’ll keep helping you!
**[2026-04-22 01:58:21] user/Chris Martin**
> human
**[2026-04-22 01:58:26] bot/Luna**
> I'll connect you with someone from our team right away! Meanwhile, could you please share any additional details about the issue or your setup? This will help them assist you more efficiently.
**[2026-04-22 01:59:00] bot/Luna**
> Let’s connect you with the team. Just, which option best applies to your reason for contacting us today?
**[2026-04-22 01:59:12] user/Chris Martin**
> I have an issue that's slowing me down
**[2026-04-22 01:59:13] 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:
**[2026-04-22 01:59:13] bot/Luna**
> [Conversation Rating Request]
**[2026-04-22 01:59:14] bot/Luna [channel_and_reply_time_expectation]**
> We'll be back online in 1 hour You'll get replies here and to tinalouise@fishingaddiction.com.au.
**[2026-04-22 01:59:33] user/Chris Martin**
> Already have above
**[2026-04-22 02:00:19] user/Chris Martin**
> Theme is Enterprise
**[2026-04-22 03:07:36] admin/Rick [assignment]**
> Hello Chris,
>
> Thank you for contacting us.
> I'm Rick from the Customer Support team here, and I'm happy to be assisting you today 🙋🏻♂️
>
> Sorry for not getting back to you sooner, but I'm sure you understand we're facing quite a workload on our side. 🙏
**[2026-04-22 03:10:39] admin/Rick**
> I just applied a tweak that should've resolved the issue by now ✅
> But as I see it, you've already disabled our app embed, so I can't test it.
>
> Would you please enable the app embed, test it, and let me know how it goes? 🤗
**[2026-04-22 03:16:32] user/Chris Martin**
> Yes I turned it off until i spoke to support as cusomters cant click it.
**[2026-04-22 03:16:35] user/Chris Martin**
> Will enable now
**[2026-04-22 03:17:02] admin/Rick**
> That's understandable 🙏🏻
>
> Awesome! I'll be waiting 🤗
**[2026-04-22 03:18:53] user/Chris Martin**
> it's enabled
**[2026-04-22 03:19:06] admin/Rick**
> Great! Checking ...
**[2026-04-22 03:20:19] admin/Rick**
> OK, it's working perfectly now ✅
**[2026-04-22 03:20:28] admin/Rick**
> Just let me adjust the placement a bit ..
**[2026-04-22 03:21:43] admin/Rick**
> Done ✅ everything looks great now!
> What do you think? 😊
> [Image]
**[2026-04-22 03:23:01] user/Chris Martin**
> That looks much better
**[2026-04-22 03:23:15] admin/Rick**
> Awesome! Always happy to help. 😊
> Is there anything else I can assist you with at the moment?
**[2026-04-22 03:23:30] 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 03:23:46] user/Chris Martin**
> OK
**[2026-04-22 03:24:02] admin/Rick**
> Thanks 😍
>
> 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 03:24:12] user/Chris Martin**
> ok
**[2026-04-22 03:25:23] admin/Rick**
> Wow! I appreciate your kindness, Chris 😍 Can't wait to read your kind words.
**[2026-04-22 03:27:16] 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 03:27:38] bot/Luna**
> Help Rick understand how they’re doing:
**[2026-04-22 03:27:39] bot/Luna**
> [Conversation Rating Request]
**[2026-04-22 04:26:51] user/Chris Martin [open]**
> Hi Rick,
**[2026-04-22 04:28:02] user/Chris Martin**
> Can you please tell me where the email submission form goes to when a customers submits it? Is it just in the requests area of the App - does admin@addicttackle.com.au get notified too as I cant see any emails?
**[2026-04-22 04:28:49] user/Chris Martin**
> are you abel to assist me - or should i start a new conversation
**[2026-04-22 04:28:59] admin/Rick**
> Hello again, Chris!
**[2026-04-22 04:29:11] user/Chris Martin**
> Hi this is Tina :-)
**[2026-04-22 04:29:38] admin/Rick**
> Hey Tina 🤗
> Sure, I can help you with that.
**[2026-04-22 04:30:16] admin/Rick**
> You can set how you want to get notified about the new requests that are submitted here in the app:
> the Settings tab -> Notification
**[2026-04-22 04:31:05] admin/Rick**
> Here, you can set the email address to which you want to receive these reports, and the number of requests that trigger the notification sent to you:
> [Image]
**[2026-04-22 04:31:20] admin/Rick**
> As you can see, it's currently set to notify you every 10 new requests.
**[2026-04-22 04:31:37] user/Chris Martin**
> Oh OK
**[2026-04-22 04:31:57] user/Chris Martin**
> Fixed it
**[2026-04-22 04:32:31] admin/Rick**
> Great! Is there anything else I can assist you with at the moment, Tina? 😊
**[2026-04-22 04:33:00] user/Chris Martin**
> No all good thank you - just testing it to make sure we understand it
**[2026-04-22 04:33:31] admin/Rick**
> Awesome! If you have any further questions, just let me know 🤗
**[2026-04-23 06:14:52] user/Chris Martin**
> Hi Rick,
**[2026-04-23 06:15:29] user/Chris Martin**
> How can see the names or emails of the customers atht have submitted a back in stock notify request?
**[2026-04-23 06:15:55] user/Chris Martin**
> The store owner likes to reach out to them and offer them an alternative some times
**[2026-04-23 06:22:33] bot/Luna**
> The agent you were working with is currently unavailable.
>
> Your message has been received and will be followed up as soon as they are back online.
> If you would like, you can add any relevant details now to help us resolve this faster.
**[2026-04-23 06:27:33] admin/Rick**
> Hey there, Chris! 🙋🏻♂️
> Great to hear from you again.
**[2026-04-23 06:29:19] admin/Rick**
> If the owner wants to be able to access the contact information of the customers who submit their request, it's a feature that's available on our paid plans, even the Starter plan, which is the cheapest one.
>
> Is upgrading to a paid plan something they might consider?
**[2026-04-26 06:30:11] bot/Luna**
> Hey there,
> Just a quick check-in to see if our previous message has reached you? It's been a little while since we've heard from you so we're going to step away and wrap up for now...
> However, we are still here to help - just give us a shout at anytime if you have follow-up questions and we'll go from there.
> In the meantime, have a great day! 👋🏻
**[2026-04-26 06:30:12] bot/Luna**
> [Conversation Rating Request]