Conversation 215474146839119 — KosBeauty ⭐⭐⭐⭐⭐¶
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview¶
- Merchant: Daesung Kim —
info@kosbeauty.com(team mailbox (info@…— a shared inbox, not a single person)) - Store: kosbeauty.myshopify.com · 🌍 Westminster, California, United States
- App: Discounty
- Channel: customer_initiated · Language: English
Store profile¶
- Shopify plan: Basic
- Currency: USD
- Store created on Shopify: 2014-11-13
App usage — Discounty¶
- Discounty plan: Starter
- Installed on: 2026-05-01 20:45:42 UTC
- Install to conversation start: 8 minutes before this conversation
- Active: Yes
- Sales revenue through Discounty: USD 0
- Total orders through Discounty: 0
Summary¶
Merchant Daesung Kim set up their first Discounty campaign with tiered discounts but encountered a 'Critical Error' when trying to save it. Agent Harry identified the issue as a duplicate discount code already existing in Shopify's Discounts section. After the merchant deleted or resolved the duplicate, the campaign worked successfully.
"It's working now! Thanks for your help"
Timeline¶
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-01 20:54:02 | +0s | — |
| Handed to human (Harry) | 2026-05-01 20:54:03 | +1s | +0s |
| First reply to customer | 2026-05-01 20:56:18 | +2m 16s | +2m 15s |
| Review requested by Harry | 2026-05-01 21:08:46 | +14m 44s | +14m 43s |
| Conversation closed | 2026-05-02 16:31:05 | +19h 37m | +19h 37m |
| Review posted ⭐⭐⭐⭐⭐ | 2026-05-02 02:16:35 | +5h 22m | +5h 22m |
Issues raised¶
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | Technical Bug | Critical Error on campaign save | The merchant could not save their tiered discount campaign due to a 'Critical Error' appearing in Discounty. | yes |
Fin AI¶
Did not participate.
Review request¶
- Asked: Yes — +14m 44s after conversation start (+14m 43s after human handoff)
- Requested by: Harry
- Merchant agreed: not_explicitly
Review received¶
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-02 02:16:35 UTC
- Time from ask to review publish: +5h 7m
- Time from conversation start to publish: +5h 22m
- Match method:
ok - Shop name on review: KosBeauty
- App listed on review: Discounty: Bulk Discount Sales
Review text: (empty — merchant only gave a star rating, no written feedback)
Statistics¶
- Messages: 16 (4 customer, 12 admin)
- Internal notes: 1
- Word count: customer 55, admins 223
- Total handling time (Intercom): +47m 18s
- Reopens: 0
- Assignments: 2
People involved¶
- Agents who worked on it: 2 (Harry, Rina)
- Primary assignee: Harry
- Team / Inbox: Proactive
Tags & Topics¶
- Tags: Started by Proactive, Discounty - asked for review
- Topics: DS - First campaign - Proactive, DS - Asked for review
Intercom-side signals¶
- Intercom CX Score (AI grading): 5 / 5
- Explanation: The customer encountered a 'Critical Error' setting up discount tiers, but the teammate quickly identified the issue with duplicate discount codes and provided clear steps to resolve it, leading to a successful resolution.
Sentiment & Resolution¶
- Sentiment: positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Shopify blocks discount creation when a duplicate discount code or title already exists, even if expired