Conversation 215474293109347 — Dawson Knives ⭐⭐⭐⭐⭐¶
🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store
Overview¶
- Merchant: Danielle Dawson —
info@dawsonknives.com(team mailbox (info@…— a shared inbox, not a single person)) - Store: dawson-knives.myshopify.com · 🌍 Prescott, Arizona, United States
- App: Notify Me!
- Channel: customer_initiated · Language: English
Store profile¶
- Shopify plan: Advanced
- Currency: USD
- Store created on Shopify: 2015-02-02
- Public review score (StoreLeads): 4.69 (13 reviews)
App usage — Notify Me!¶
- Notify Me! plan: Starter (MONTHLY)
- Installed on: 2026-01-13 22:19:33 UTC
- Install to conversation start: 3 months before this conversation
- Status: ACTIVE
- Total back-in-stock requests received: 1249
Summary¶
Merchant Danielle Dawson needed help changing the text color of light-colored elements in a popup (SMS country code and product variant selection) to a specific hex color (#2d2f31). The support agent Harry made the change directly and confirmed it with the merchant, who was satisfied with the result.
"perfect! That's exactly right"
Timeline¶
| event | time (UTC) | from start | from handoff |
|---|---|---|---|
| Conversation started | 2026-05-13 19:19:28 | +0s | — |
| Handed to human (Harry) | 2026-05-13 19:21:59 | +2m 31s | +0s |
| First reply to customer | 2026-05-13 19:21:59 | +2m 31s | +0s |
| Review requested by Harry | 2026-05-13 19:31:30 | +12m 2s | +9m 31s |
| Conversation closed | 2026-05-13 22:31:32 | +3h 12m | +3h 9m |
| Review posted ⭐⭐⭐⭐⭐ | 2026-05-14 02:17:56 | +6h 58m | +6h 55m |
Issues raised¶
| # | Category | Sub-category | What was asked | Resolved |
|---|---|---|---|---|
| 1 | How-To / Setup | Popup text color customization | The merchant wanted to change the light-colored text in a popup (SMS country code and product variant selection) to a specific color (#2d2f31) and asked the team to do it for them. | yes |
Fin AI¶
- Participated: Yes
- Source workflow: All Apps - Chat - Let Fin answer first
- Intercom's resolution state: Escalated
- What Fin did: The Luna bot collected initial context, routed the merchant to the human support team, and requested a conversation rating while the agent handled the actual issue.
Review request¶
- Asked: Yes — +12m 2s after conversation start (+9m 31s after human handoff)
- Requested by: Harry
- Merchant agreed: yes
Review received¶
⭐⭐⭐⭐⭐ 5 / 5
- Posted: 2026-05-14 02:17:56 UTC
- Time from ask to review publish: +6h 46m
- Time from conversation start to publish: +6h 58m
- Match method:
ok - Shop name on review: Dawson Knives
- App listed on review: Notify! Back in Stock|PreOrder
Review text:
Great app that does what it's designed to, simply and easily. Tech support is fast and friendly, and Harry is a definite standout in customer service!
Statistics¶
- Messages: 20 (6 customer, 10 admin)
- Internal notes: 0
- Word count: customer 66, admins 125
- Total handling time (Intercom): +15m 54s
- Reopens: 0
- Assignments: 6
- SLA: Paid Chats First 5min — ✅ hit
People involved¶
- Agents who worked on it: 1 (Harry)
- Primary assignee: Harry
- Team / Inbox: Chat 2
Tags & Topics¶
- Tags: Started by Chat, Notify Me - asked for review, Expected reply time sent
- Topics: NM - Asked for review
Intercom-side signals¶
- In-chat rating widget: 5 / 5
Sentiment & Resolution¶
- Sentiment: positive
- Resolution status: resolved
- Refund discussed: no
- Competitors mentioned: —
- External blockers: —