Conversation 215474176556306 — Roots & Ritual ⭐⭐⭐⭐⭐
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview
- Merchant: Madison Hinze —
hi@rootsandritualchi.com (team mailbox (hi@… — a shared inbox, not a single person))
- Store: wc0t1f-ia.myshopify.com · 🌍 Chicago, Illinois, United States
- App: Notify Me!
- Channel: customer_initiated · Language: English
Store profile
- Shopify plan: Basic
- Currency: USD
- Store created on Shopify: 2024-12-02
- Public review score (StoreLeads): 5.0 (1 reviews)
App usage — Notify Me!
- Notify Me! plan: Kickstart (YEARLY)
- Installed on: 2026-05-05 00:28:40 UTC
- Install to conversation start: 10 minutes before this conversation
- Status: ACTIVE
- Total back-in-stock requests received: 42
- Wishlist items count: 16
Summary
Merchant Madison Hinze requested access to the discounted Kickstart ($9.99) plan but initially believed her store was ineligible due to being over a year old. Support agent Grace made a manual exception to grant her access anyway. The issue was fully resolved, and the merchant was subsequently asked for and left a 5-star review.
"I got it - thank you!"
Timeline
| event |
time (UTC) |
from start |
from handoff |
| Conversation started |
2026-05-05 00:39:13 |
+0s |
— |
| Handed to human (Grace) |
2026-05-05 00:39:56 |
+43s |
+0s |
| First reply to customer |
2026-05-05 00:39:56 |
+43s |
+0s |
| Review requested by Grace |
2026-05-05 00:49:14 |
+10m 1s |
+9m 18s |
| Conversation closed |
2026-05-05 21:31:28 |
+20h 52m |
+20h 51m |
| Review posted ⭐⭐⭐⭐⭐ |
2026-05-05 11:15:58 |
+10h 36m |
+10h 36m |
Issues raised
| # |
Category |
Sub-category |
What was asked |
Resolved |
| 1 |
Billing |
Plan eligibility / Kickstart plan access |
The merchant requested access to the Kickstart ($9.99) plan despite her store being over a year old and therefore outside the standard eligibility criteria. |
yes |
Fin AI
Did not participate.
Review request
- Asked: Yes — +10m 1s after conversation start (+9m 18s after human handoff)
- Requested by: Grace
- Merchant agreed: yes
Review received
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-05 11:15:58 UTC
- Time from ask to review publish: +10h 26m
- Time from conversation start to publish: +10h 36m
- Match method:
ok
- Shop name on review: Roots & Ritual
- App listed on review: Notify! Back in Stock|PreOrder
Review text:
Grace was so helpful when I requested eligibility for the Kickstarter plan! We were looking for a way to add a notify me when back in stock button for our online shopping crowd, and this was such an easy way of adding this feature.
Statistics
- Messages: 31 (11 customer, 21 admin)
- Internal notes: 2
- Word count: customer 69, admins 301
- Total handling time (Intercom): +20m 12s
- Reopens: 0
- Assignments: 3
People involved
- Agents who worked on it: 1 (Grace)
- Primary assignee: Grace
- Team / Inbox: Chat 2
- Tags: Started by Chat, No Fin involvement, Expected reply time sent, Notify Me - asked for review
- Topics: NM - Asked for review, NM - Kickstart eligibility
- In-chat rating widget: 5 / 5
- Intercom CX Score (AI grading): 5 / 5
- Explanation: The customer requested access to the Kickstart plan and was granted an exception by the teammate despite eligibility rules. The customer expressed strong positive sentiment and provided a 5-star review.
Sentiment & Resolution
- Sentiment: very_positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: - Kickstart plan eligibility criteria excludes stores older than one year, which nearly prevented a qualifying microbusiness from accessing the plan
Full transcript
Click to expand — 31 messages
**[2026-05-05 00:39:13] user/Madison Hinze [source]**
> Hi, I’d like to request access to the Kickstart ($9.9) plan. I believe my store meets the eligibility requirements.
**[2026-05-05 00:39:19] bot/Luna**
> Hi there,
> Thanks for reaching out and for your interest in the Kickstart plan!
> We’ll review your store’s details and check your eligibility. Once we’ve done that, we’ll get back to you shortly with an update. 🙌🏻
**[2026-05-05 00:39:20] 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 hi@rootsandritualchi.com.
**[2026-05-05 00:39:56] admin/Grace [assignment]**
> Hi there, dear Madison! (:
> This is Grace from Notify Me Support.
> How are you today?
**[2026-05-05 00:40:26] user/Madison Hinze**
> Hi! I'm good, sorry I realized I don't think we are eligible because our Shopify store is over a year old, but we are a microbusiness.
**[2026-05-05 00:41:06] admin/Grace**
> Hi there,
> I completely understand🤔
> Could you bear with me for a moment?
**[2026-05-05 00:41:11] user/Madison Hinze**
> Yes
**[2026-05-05 00:41:22] admin/Grace**
> I think I might be able to do something about this
**[2026-05-05 00:41:29] admin/Grace**
> [GIF]
**[2026-05-05 00:41:55] user/Madison Hinze**
> Okay!
**[2026-05-05 00:45:09] admin/Grace**
> Like you said, the kickstarter plan is usually reserved for stores that are less than 1 year old,
> But I made an exception fr you, just between us (:
> Could you please check it out now and let me know if you have access?
**[2026-05-05 00:47:11] user/Madison Hinze**
> I got it - thank you!
**[2026-05-05 00:47:26] admin/Grace**
> [GIF]
**[2026-05-05 00:48:07] admin/Grace**
> I'm glad I was able to help dear Madison (:
> Is there anything else I can help you out with?🙌
**[2026-05-05 00:48:17] user/Madison Hinze**
> No - thanks for your help!
**[2026-05-05 00:48:22] user/Madison Hinze**
> [GIF]
**[2026-05-05 00:48:29] admin/Grace**
> I was wondering, is it ok if I ask for a little favor before you leave?
> It will only take less than a minute of your time🙈
**[2026-05-05 00:49:14] admin/Grace**
> if I managed to make your day a bit easier, can you consider writing a quick review for me?it would honestly make my day✨🥹
**[2026-05-05 00:49:22] user/Madison Hinze**
> Sure!
**[2026-05-05 00:49:32] admin/Grace**
> Mentioning my name will be the cherry on top! 🍒😍
>
> You can write it here if you'd like: Notify me! | Review Link
**[2026-05-05 00:49:40] admin/Grace**
> [GIF]
**[2026-05-05 00:50:56] user/Madison Hinze**
> Done
**[2026-05-05 00:50:58] user/Madison Hinze**
> ! :)
**[2026-05-05 00:51:08] admin/Grace**
> You are a peach! 💛
> You really made my day after a long shift .
> Thank you so much for your good vibes and Great energy 🥹
**[2026-05-05 00:51:43] admin/Grace**
> May I ask if it's a 5 star? 😍
> [GIF]
**[2026-05-05 00:54:29] admin/Grace [note]**
> we all said enshaallah ((:
**[2026-05-05 00:57:29] user/Madison Hinze**
> It was 5 star!
**[2026-05-05 01:01:19] admin/Grace [note]**
> Thank for review
**[2026-05-05 21:31:20] admin/Grace**
> Hi ,There Madison
> This Is Grace from Notify me
> I just wanted to say a big thank you for your kind review. 💜
> After a long day, reading your words honestly made me smile
> It really means a lot that you took the time to share your experience. Encouragement like yours keeps me going, even when things get tough, and I’m so grateful for that.🌟
> Wishing you and your business all the best and much success ahead. Thanks again for brightening my day!
**[2026-05-05 21:31:40] bot/Luna**
> Help Grace understand how they’re doing:
**[2026-05-05 21:31:40] bot/Luna**
> [Conversation Rating Request]