Conversation 215474173523507 — Sugimoto Tea Wholesale ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Kyohei Sugimoto —
info@sugimotousa.com (team mailbox (info@… — a shared inbox, not a single person))
- Store: sugimoto-wholesale.myshopify.com · 🌍 Torrance, California, United States
- App: Discounty
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Advanced
- Currency: USD
- Store created on Shopify: 2022-01-21
- Public review score (StoreLeads): 5.0 (2 reviews)
App usage — Discounty
- Discounty plan: Essential — $19/monthly
- Installed on: 2024-12-06 23:10:33 UTC
- Install to conversation start: 1y 4mo before this conversation
- Active: Yes
- Sales revenue through Discounty: USD 516,642
- Total orders through Discounty: 1059
Summary
Merchant Kyohei Sugimoto was unable to save an exclusion in a Discounty campaign. The AI bot Luna attempted to troubleshoot by suggesting deactivation/reactivation steps, but the issue persisted. Human agent Dela joined and resolved the problem, after which the merchant confirmed it was working.
"I have an issue that's slowing me down"
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-05-04 19:58:25 |
+0s |
— |
| Handed to human (Dela) |
2026-05-04 20:04:22 |
+5m 57s |
+0s |
| First reply to customer |
2026-05-04 20:04:22 |
+5m 57s |
+0s |
| Review requested by Dela |
2026-05-04 20:08:11 |
+9m 46s |
+3m 49s |
| Conversation closed |
2026-05-04 20:12:30 |
+14m 5s |
+8m 8s |
| Review posted ⭐⭐⭐⭐⭐ |
2026-05-05 02:18:16 |
+6h 19m |
+6h 13m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Technical Bug |
Exclusion not saving in campaign |
The merchant was unable to save an item exclusion within an active campaign. |
yes |
Fin AI
- Participated: Yes
- Source workflow: All Apps - Chat - Let Fin answer first
- Intercom's resolution state: Escalated
- What Fin did: Luna attempted to troubleshoot the exclusion-saving issue by providing step-by-step guidance around deactivating and reactivating the campaign, but was unable to resolve it and escalated to a human agent.
Review request
- Asked: Yes — +9m 46s after conversation start (+3m 49s after human handoff)
- Requested by: Dela
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-05 02:18:16 UTC
- Time from ask to review publish: +6h 10m
- Time from conversation start to publish: +6h 19m
- Match method:
ok
- Shop name on review: Sugimoto Tea Wholesale
- App listed on review: Discounty: Bulk Discount Sales
Review text:
Great support! The response was fast, and they explained the solution clearly, making it very easy to resolve the issue.
Statistics
- Messages: 32 (13 customer, 9 admin)
- Internal notes: 0
- Word count: customer 52, admins 112
- Total handling time (Intercom): +11m 25s
- Reopens: 0
- Assignments: 6
- SLA: Paid Chats First 5min — ✅ hit
People involved
- Agents who worked on it: 1 (Dela)
- Primary assignee: Dela
- Team / Inbox: Chat 2
- Tags: Started by Chat, Discounty - asked for review, Expected reply time sent
- Topics: DS - Asked for review
- In-chat rating widget: 5 / 5
- Intercom CX Score (AI grading): 4 / 5
- Explanation: The customer experienced a product issue with exclusions not saving, expressed frustration, and required escalation from the AI Agent to a human teammate. The teammate successfully resolved the issue, leading to customer satisfaction.
Sentiment & Resolution
- Sentiment: positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Exclusion could not be saved in an active campaign despite following bot-suggested steps
Full transcript
Click to expand — 32 messages
**[2026-05-04 19:58:25] user/Kyohei Sugimoto [source]**
> I excluded the item, but it’s not saving.
**[2026-05-04 19:58:31] bot/Luna [duplicate_conversation_note]**
> This could be a duplicate conversation.
> This user has 1 other open or snoozed conversation(s) with activity in the last 10 hours:
> -
> 215474173480206
**[2026-05-04 19:58:46] bot/Luna**
> Hi Kyohei 👋 I’m Luna, your AI assistant here to help with quick questions! If something needs deeper investigation, a human teammate can step in.
> Answer: The exclusion may not save because the campaign is currently active.
> Steps:
> - Open Discounty → Campaigns
> - Select your campaign
> - Deactivate the campaign
> - Go to the Excludes section and remove the item
> - Save
> - Reactivate the campaign
> Active campaigns can’t be edited directly, so changes like exclusions only apply after deactivating and reactivating.
> Extra: If the item is part of a collection filter, removing it from the collection can also exclude it automatically.
> Quick check: which type of campaign are you using (Bulk price editor, BXGY, etc.)? That will help narrow this down.
> [Image] Sources: Frequently Asked Questions (FAQs) How to create a Bulk price editor campaign in Discounty
**[2026-05-04 19:59:19] user/Kyohei Sugimoto**
> I did that, but it won't save.
**[2026-05-04 19:59:23] bot/Luna**
> Thanks for your patience, Kyohei—I understand this is frustrating! Would you like me to connect you with a human agent? Or if you can share more details about your campaign type, I’m happy to keep helping you troubleshoot.
**[2026-05-04 19:59:36] user/Kyohei Sugimoto**
> [Image]
**[2026-05-04 19:59:48] bot/Luna**
> Answer: The exclusion may not save because the campaign is using filters (like a collection) and the product still matches those filters.
> Steps:
> - Open Discounty → Campaigns
> - Select your campaign
> - Check the Includes section (collections, tags, vendors, etc.)
> - If the product is included by a filter, remove it from that filter or add it to Excludes
> - Save the campaign
> - Deactivate → Activate the campaign to resync products
> Extra: If the product is part of a collection filter, removing it from that collection will automatically exclude it from the campaign.
> Sources: Frequently Asked Questions (FAQs) How to create a Bulk price editor campaign in Discounty
**[2026-05-04 19:59:48] bot/Luna**
> Is that what you were looking for?
**[2026-05-04 20:00:24] user/Kyohei Sugimoto**
> [Image]
**[2026-05-04 20:00:30] bot/Luna**
> I'll connect you with someone from our team who can assist further. Meanwhile, could you share any additional details about the issue to help them understand your situation better?
**[2026-05-04 20:00:57] user/Kyohei Sugimoto**
> I can not save this.
**[2026-05-04 20:01:04] bot/Luna**
> Let’s connect you with the team. Just, which option best applies to your reason for contacting us today?
**[2026-05-04 20:01:22] user/Kyohei Sugimoto**
> I have an issue that's slowing me down
**[2026-05-04 20:01:23] 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:
**[2026-05-04 20:01:23] bot/Luna**
> [Conversation Rating Request]
**[2026-05-04 20:01:24] 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 info@sugimotousa.com.
**[2026-05-04 20:04:22] admin/Dela**
> Hi Kyohei!👋🏼 Hope you're doing great. This is Dela here from Discounty.
**[2026-05-04 20:04:44] admin/Dela**
> Would you like your campaign to have an specific end date?
**[2026-05-04 20:07:35] user/Kyohei Sugimoto**
> It works now. Thank you so much!
**[2026-05-04 20:07:57] user/Kyohei Sugimoto**
> There is no end date.
**[2026-05-04 20:08:11] admin/Dela**
> Perfect! By the way, if I managed to make your day a little easier, would you help make mine by leaving a quick review? 😇"
> "Mentioning my name would be the cherry on top! 🍒
>
> You can write it here: Discounty Review Link
**[2026-05-04 20:08:19] user/Kyohei Sugimoto**
> 👍
**[2026-05-04 20:08:23] user/Kyohei Sugimoto**
> Thank you
**[2026-05-04 20:08:42] admin/Dela**
> Thanks! I’d also love to know when it’s submitted so I can keep an eye out for it! Shopify takes a few days to publish reviews, and I don’t want to miss it. 😅🙈
**[2026-05-04 20:10:10] user/Kyohei Sugimoto**
> OK will do.
**[2026-05-04 20:10:25] admin/Dela**
> Thanks so much😍
**[2026-05-04 20:11:27] user/Kyohei Sugimoto**
> [Image]
**[2026-05-04 20:11:41] admin/Dela**
> [Image]
**[2026-05-04 20:11:52] user/Kyohei Sugimoto**
> Thank you
**[2026-05-04 20:12:29] admin/Dela**
> Wish you a great rest of the day✨
**[2026-05-04 20:12:41] bot/Luna**
> Help Dela understand how they’re doing:
**[2026-05-04 20:12:41] bot/Luna**
> [Conversation Rating Request]