conversation_raw_json
{
"conversations": [
{
"id": 57845734208409,
"type": "Comment",
"author_id": 33115736919705,
"body": "\nHello,\n\nThis is the Momcozy Chat Support Team.\n\nWe haven’t forgotten about you. You will receive an email with the return label within 1–3 business days from the relevant team in charge of it.\n\nIn the meantime, we recommend not opening another ticket, as this may close your current ticket and make it harder for us to assist you.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"> <br>Hello,<br> <br>This is the Momcozy Chat Support Team.<br> <br>We haven’t forgotten about you. You will receive an email with the return label within 1–3 business days from the relevant team in charge of it.<br> <br>In the meantime, we recommend not opening another ticket, as this may close your current ticket and make it harder for us to assist you.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": " \nHello,\n \nThis is the Momcozy Chat Support Team.\n \nWe haven’t forgotten about you. You will receive an email with the return label within 1–3 business days from the relevant team in charge of it.\n \nIn the meantime, we recommend not opening another ticket, as this may close your current ticket and make it harder for us to assist you.\n \nBest regards,\nMomcozy Customer Support Team",
"public": true,
"attachments": [],
"audit_id": 57845734208281,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {
"address": "rickyputra98@gmail.com",
"name": "Ricky Putra"
},
"rel": null
}
},
"created_at": "2026-05-12T10:02:02Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "01, Philippines",
"latitude": 16.6204,
"longitude": 120.3131
},
"custom": {}
}
},
{
"id": 57845754920601,
"type": "Comment",
"author_id": -1,
"body": "(18:00:22) Ricky Putra: Nothing else from my end, thank you!\n(18:01:31) Momcozy April: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n \nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance. \n \nNot to worries as I will keep your ticket open until our relevant team has sent the return label. \n \nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n \nHave a wonderful day ahead!\n \nI will be ending this session, but not to worries as a follow-up email will be sent to you.\n \n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(18:00:22) Ricky Putra: Nothing else from my end, thank you!\n<br>(18:01:31) Momcozy April: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n<br> \n<br>I’ll now be closing this chat, but please know that we’re always here if you need any further assistance. \n<br> \n<br>Not to worries as I will keep your ticket open until our relevant team has sent the return label. \n<br> \n<br>Thank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n<br> \n<br>We’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n<br> \n<br>Have a wonderful day ahead!\n<br> \n<br>I will be ending this session, but not to worries as a follow-up email will be sent to you.\n<br> \n<br>**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊</p></div>",
"plain_body": "(18:00:22) Ricky Putra: Nothing else from my end, thank you!\n\n(18:01:31) Momcozy April: Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n\n \n\nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance. \n\n \n\nNot to worries as I will keep your ticket open until our relevant team has sent the return label. \n\n \n\nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n\n \n\nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n\n \n\nHave a wonderful day ahead!\n\n \n\nI will be ending this session, but not to worries as a follow-up email will be sent to you.\n\n \n\n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
"public": true,
"attachments": [],
"audit_id": 57845746320537,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:01:36Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845754915609,
"type": "MessagingEvent",
"event_type": "conversation_concluded",
"payload": {
"reason": 2,
"concluded_by": "zen:agent:33115736919705"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:01:36Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845754912665,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDT2STQ49QTSZVS7QD94NMG",
"chat_started_event_id": 57845702563609,
"initiator": 1,
"reason": 2,
"concluded_by": "zen:agent:33115736919705",
"is_served": true,
"visitor_id": "6a02f2dd5ad04d5a8d814083"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:01:36Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845702563609,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDT2STQ49QTSZVS7QD94NMG",
"visitor_id": "6a02f2dd5ad04d5a8d814083",
"user_id": 57842986703385,
"authenticated": false,
"integration_id": "666a561ce6fad7a09ad954b8",
"control_context": {
"first_message_id": "6a02f2dee2b451eb03ee116f",
"origin_source_integration": "666a561ce6fad7a09ad954b8",
"device_guid": "89145e4d52b7423382ca66254223aff1",
"dataCapture.systemField.requester.email": "rickyputra98@gmail.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a02f2dd5ad04d5a8d814083",
"dataCapture.ticketField.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.email": "rickyputra98@gmail.com",
"dataCapture.ticketField.form-email": "rickyputra98@gmail.com",
"dataCapture.systemField.requester.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a02f2dd5ad04d5a8d81408d",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778580022918,
"original_message_type": "text",
"message": "Nothing else from my end, thank you!",
"message_id": "6a02fa3648ae7e05a798b47e",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02fa3648ae7e05a798b47e",
"received": "2026-05-12T10:00:22.918Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Nothing else from my end, thank you!"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T10:00:22.921Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 0
},
{
"timestamp": 1778580091184,
"original_message_type": "text",
"message": "Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n \nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance. \n \nNot to worries as I will keep your ticket open until our relevant team has sent the return label. \n \nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n \nHave a wonderful day ahead!\n \nI will be ending this session, but not to worries as a follow-up email will be sent to you.\n \n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
"message_id": "6a02fa7be2b451eb03043e18",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02fa7be2b451eb03043e18",
"received": "2026-05-12T10:01:31.184Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛\n \nI’ll now be closing this chat, but please know that we’re always here if you need any further assistance. \n \nNot to worries as I will keep your ticket open until our relevant team has sent the return label. \n \nThank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬\n \nHave a wonderful day ahead!\n \nI will be ending this session, but not to worries as a follow-up email will be sent to you.\n \n**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊",
"html_text": "Thank you so much for your cooperation and patience while we worked to resolve this issue. 💛<br /> <br />I’ll now be closing this chat, but please know that we’re always here if you need any further assistance. <br /> <br /><strong>Not to worries as I will keep your ticket open until our relevant team has sent the return label. </strong><br /> <br />Thank you for contacting Momcozy — we truly appreciate your time and understanding, and we’ll be happy to help anytime you need support. 🌷<br /> <br />We’d also love to hear your feedback on the assistance I provided today — it really helps us continue improving our service for you and other moms. 💬<br /> <br />Have a wonderful day ahead!<br /> <br />I will be ending this session, but not to worries as a follow-up email will be sent to you.<br /> <br /><i>**Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.😊</i><br /> <br /> <br />"
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T10:01:31.152Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "8c86f6d0-4de9-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 1
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580091284,
"status_ts": 1778580091284,
"event_id": "6a02fa7bc39c19c6c09178bb",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02fa7be2b451eb03043e18",
"chat_index": 2
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580092191,
"actor_type": "end-user",
"status_ts": 1778580092191,
"event_id": "6a02fa7c8f1c3400d5b11ae7",
"status": "READ",
"chat_index": 3
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580092228,
"status_ts": 1778580092228,
"event_id": "6a02fa7c8f1c3400d5b11b0f",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02fa7be2b451eb03043e18",
"chat_index": 4
}
],
"webpath": [],
"channel": "native_messaging"
},
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:00:23Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845694071833,
"type": "Comment",
"author_id": -1,
"body": "(17:38:30) Ricky Putra uploaded: image.jpg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg\nType: image/jpeg\nSize: 1371347\n(17:38:37) Ricky Putra: This is the bottom photo\n(17:38:50) Ricky Putra: I prefer to replace for same model\n(17:39:26) Ricky Putra: But both (2) pump doesnt work \n(17:39:30) Ricky Putra: Not only 1\n(17:41:08) Ricky Putra uploaded: 80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\nType: video/quicktime\nSize: 3569232\n(17:41:24) Ricky Putra: You can refer to this video, I showed that 2 pumps not working :(\n(17:41:32) Ricky Putra: Really disappointed\n(17:43:50) Momcozy April: Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. \n \nPlease confirm your shipping details below for us to process the replacement and return label. \n\n52 Commonwealth Drive, #17-544, Singapore, , Singapore\n \nKindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it.\n(17:44:48) Ricky Putra: Yes correct\n(17:45:05) Ricky Putra: 52 Commonwealth Drive, #17-544, 142052, Singapore\n(17:45:59) Ricky Putra uploaded: image.jpg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg\nType: image/jpeg\nSize: 2798735\n(17:46:19) Ricky Putra uploaded: image.jpg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg\nType: image/jpeg\nSize: 2817978\n(17:46:38) Momcozy April: Thank you for confirming. Please give me time to process everything on my end.\n(17:51:29) Ricky Putra: Ok\n(17:55:55) Ricky Putra: Test\n(17:57:22) Momcozy April: I am still here. Please stay on chat.\n(17:57:28) Ricky Putra: Ok thank you\n(18:00:07) Momcozy April: We’re happy to let you know that your replacement order has been successfully processed. 🎉\n \nOnce your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.\nPlease note:\n\n * Processing time: 1–2 business days\n\n * Delivery time: 3–7 business days after shipment\n \n \n\nAs for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.\n \nMay I know if there is anything else I can help you with?",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(17:38:30) Ricky Putra uploaded: image.jpg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg</a>\n<br>Type: image/jpeg\n<br>Size: 1371347\n<br>(17:38:37) Ricky Putra: This is the bottom photo\n<br>(17:38:50) Ricky Putra: I prefer to replace for same model\n<br>(17:39:26) Ricky Putra: But both (2) pump doesnt work \n<br>(17:39:30) Ricky Putra: Not only 1\n<br>(17:41:08) Ricky Putra uploaded: 80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV</a>\n<br>Type: video/quicktime\n<br>Size: 3569232\n<br>(17:41:24) Ricky Putra: You can refer to this video, I showed that 2 pumps not working :(\n<br>(17:41:32) Ricky Putra: Really disappointed\n<br>(17:43:50) Momcozy April: Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. \n<br> \n<br>Please confirm your shipping details below for us to process the replacement and return label. </p>\n\n<p dir=\"auto\">52 Commonwealth Drive, <a href=\"/agent/tickets/17\" target=\"_blank\" rel=\"ticket\">#17</a>-544, Singapore, , Singapore\n<br> \n<br>Kindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it.\n<br>(17:44:48) Ricky Putra: Yes correct\n<br>(17:45:05) Ricky Putra: 52 Commonwealth Drive, <a href=\"/agent/tickets/17\" target=\"_blank\" rel=\"ticket\">#17</a>-544, 142052, Singapore\n<br>(17:45:59) Ricky Putra uploaded: image.jpg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg</a>\n<br>Type: image/jpeg\n<br>Size: 2798735\n<br>(17:46:19) Ricky Putra uploaded: image.jpg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg</a>\n<br>Type: image/jpeg\n<br>Size: 2817978\n<br>(17:46:38) Momcozy April: Thank you for confirming. Please give me time to process everything on my end.\n<br>(17:51:29) Ricky Putra: Ok\n<br>(17:55:55) Ricky Putra: Test\n<br>(17:57:22) Momcozy April: I am still here. Please stay on chat.\n<br>(17:57:28) Ricky Putra: Ok thank you\n<br>(18:00:07) Momcozy April: We’re happy to let you know that your replacement order has been successfully processed. 🎉\n<br> \n<br>Once your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.\n<br>Please note:</p>\n\n<p dir=\"auto\"> * Processing time: 1–2 business days</p>\n\n<p dir=\"auto\"> * Delivery time: 3–7 business days after shipment\n<br> \n<br> </p>\n\n<p dir=\"auto\">As for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.\n<br> \n<br>May I know if there is anything else I can help you with?</p></div>",
"plain_body": "(17:38:30) Ricky Putra uploaded: image.jpg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg\n\nType: image/jpeg\n\nSize: 1371347\n\n(17:38:37) Ricky Putra: This is the bottom photo\n\n(17:38:50) Ricky Putra: I prefer to replace for same model\n\n(17:39:26) Ricky Putra: But both (2) pump doesnt work \n\n(17:39:30) Ricky Putra: Not only 1\n\n(17:41:08) Ricky Putra uploaded: 80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV\n\nType: video/quicktime\n\nSize: 3569232\n\n(17:41:24) Ricky Putra: You can refer to this video, I showed that 2 pumps not working :(\n\n(17:41:32) Ricky Putra: Really disappointed\n\n(17:43:50) Momcozy April: Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. \n\n \n\nPlease confirm your shipping details below for us to process the replacement and return label. \n\n 52 Commonwealth Drive, #17-544, Singapore, , Singapore\n\n \n\nKindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it.\n\n(17:44:48) Ricky Putra: Yes correct\n\n(17:45:05) Ricky Putra: 52 Commonwealth Drive, #17-544, 142052, Singapore\n\n(17:45:59) Ricky Putra uploaded: image.jpg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg\n\nType: image/jpeg\n\nSize: 2798735\n\n(17:46:19) Ricky Putra uploaded: image.jpg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg\n\nType: image/jpeg\n\nSize: 2817978\n\n(17:46:38) Momcozy April: Thank you for confirming. Please give me time to process everything on my end.\n\n(17:51:29) Ricky Putra: Ok\n\n(17:55:55) Ricky Putra: Test\n\n(17:57:22) Momcozy April: I am still here. Please stay on chat.\n\n(17:57:28) Ricky Putra: Ok thank you\n\n(18:00:07) Momcozy April: We’re happy to let you know that your replacement order has been successfully processed. 🎉\n\n \n\nOnce your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.\n\nPlease note: \n\n * Processing time: 1–2 business days \n\n * Delivery time: 3–7 business days after shipment\n\n \n\n \n\n As for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.\n\n \n\nMay I know if there is anything else I can help you with?",
"public": true,
"attachments": [],
"audit_id": 57845694070937,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:00:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845694071705,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRTQW0FKTXDTN7E56CGZT3",
"chat_started_event_id": 57844990089881,
"initiator": 1,
"reason": 4,
"is_served": true,
"visitor_id": "6a02f2dd5ad04d5a8d814083"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T10:00:12Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57845627261977,
"type": "Comment",
"author_id": 33115736919705,
"body": " ",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/pAc0TylTsTJTzqq5HDtcPvl5G/?name=image.png\"></span><br></div>",
"plain_body": "",
"public": false,
"attachments": [],
"audit_id": 57845636538777,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:58:47Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "01, Philippines",
"latitude": 16.6204,
"longitude": 120.3131
},
"custom": {}
}
},
{
"id": 57845562903065,
"type": "Comment",
"author_id": 33115736919705,
"body": " ",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/lTj8NawgAWtehGqHyFfhBJBN9/?name=image.png\"></span><br></div>",
"plain_body": "",
"public": false,
"attachments": [],
"audit_id": 57845562902937,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:57:08Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "01, Philippines",
"latitude": 16.6204,
"longitude": 120.3131
},
"custom": {}
}
},
{
"id": 57844990089881,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRTQW0FKTXDTN7E56CGZT3",
"visitor_id": "6a02f2dd5ad04d5a8d814083",
"user_id": 57842986703385,
"authenticated": false,
"integration_id": "666a561ce6fad7a09ad954b8",
"control_context": {
"first_message_id": "6a02f2dee2b451eb03ee116f",
"origin_source_integration": "666a561ce6fad7a09ad954b8",
"device_guid": "89145e4d52b7423382ca66254223aff1",
"dataCapture.systemField.requester.email": "rickyputra98@gmail.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a02f2dd5ad04d5a8d814083",
"dataCapture.ticketField.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.email": "rickyputra98@gmail.com",
"dataCapture.ticketField.form-email": "rickyputra98@gmail.com",
"dataCapture.systemField.requester.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a02f2dd5ad04d5a8d81408d",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778578710096,
"original_message_type": "image",
"message": "",
"message_id": "6a02f5167ab7e0ef1ff16370",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"mime_type": "image/jpeg",
"size": 1371347,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg",
"filename": "image.jpg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a02f5167ab7e0ef1ff16370",
"received": "2026-05-12T09:38:30.096Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRTQA5DKYXGXVY1092DB64/image.jpg",
"media_type": "image/jpeg",
"media_size": 1371347,
"alt_text": "image.jpg",
"attachment_id": "01KRDRTQA5DKYXGXVY1092DB64",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:38:29.799Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
}
},
"chat_index": 0
},
{
"timestamp": 1778578717459,
"original_message_type": "text",
"message": "This is the bottom photo",
"message_id": "6a02f51d8d7008194742b163",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f51d8d7008194742b163",
"received": "2026-05-12T09:38:37.459Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "This is the bottom photo"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:38:37.465Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 1
},
{
"timestamp": 1778578730281,
"original_message_type": "text",
"message": "I prefer to replace for same model",
"message_id": "6a02f52ace35842629d1f2b6",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f52ace35842629d1f2b6",
"received": "2026-05-12T09:38:50.281Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "I prefer to replace for same model"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:38:50.285Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 2
},
{
"timestamp": 1778578766370,
"original_message_type": "text",
"message": "But both (2) pump doesnt work ",
"message_id": "6a02f54e1dfcbb6cd5a3c59e",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f54e1dfcbb6cd5a3c59e",
"received": "2026-05-12T09:39:26.370Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "But both (2) pump doesnt work "
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:39:26.375Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 3
},
{
"timestamp": 1778578770286,
"original_message_type": "text",
"message": "Not only 1",
"message_id": "6a02f5524b5d92addb9c4122",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f5524b5d92addb9c4122",
"received": "2026-05-12T09:39:30.286Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Not only 1"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:39:30.292Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 4
},
{
"timestamp": 1778578868410,
"original_message_type": "file",
"message": "",
"message_id": "6a02f5b48d70081947447d93",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"mime_type": "video/quicktime",
"size": 3569232,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV",
"filename": "80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a02f5b48d70081947447d93",
"received": "2026-05-12T09:41:08.410Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"file": {
"type": "file",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRZHRY1QWZBFYJJQBHYWFV/80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV",
"media_type": "video/quicktime",
"media_size": 3569232,
"alt_text": "80027164306__4B72DE65-C7D1-4DD1-AC89-1E8C8AAA07A4.MOV",
"attachment_id": "01KRDRZHRY1QWZBFYJJQBHYWFV",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:41:07.959Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
}
},
"chat_index": 5
},
{
"timestamp": 1778578884924,
"original_message_type": "text",
"message": "You can refer to this video, I showed that 2 pumps not working :(",
"message_id": "6a02f5c4c150979d25daccca",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f5c4c150979d25daccca",
"received": "2026-05-12T09:41:24.924Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "You can refer to this video, I showed that 2 pumps not working :("
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:41:24.928Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 6
},
{
"timestamp": 1778578892740,
"original_message_type": "text",
"message": "Really disappointed",
"message_id": "6a02f5ccede3b91fbe9c93ab",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f5ccede3b91fbe9c93ab",
"received": "2026-05-12T09:41:32.740Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Really disappointed"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:41:32.745Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 7
},
{
"timestamp": 1778579030822,
"original_message_type": "text",
"message": "Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. \n \nPlease confirm your shipping details below for us to process the replacement and return label. \n\n52 Commonwealth Drive, #17-544, Singapore, , Singapore\n \nKindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it.",
"message_id": "6a02f6561dfcbb6cd5a71b69",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f6561dfcbb6cd5a71b69",
"received": "2026-05-12T09:43:50.822Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. \n \nPlease confirm your shipping details below for us to process the replacement and return label. \n\n52 Commonwealth Drive, #17-544, Singapore, , Singapore\n \nKindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it.",
"html_text": "Thank you for clarifying, and we sincerely apologize that you receive pumps that are not working. Not to worries as I will be forwarding feedback to our Product Specialist Team in regards to this issue. <br /> <br />Please confirm your shipping details below for us to process the replacement and return label. <br /><br />52 Commonwealth Drive, #17-544, Singapore, , Singapore<br /> <br />Kindly also send a photo of the QR code found at the bottom of both pumps. If possible a clear photo for us to scan it."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:43:50.789Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "147f0990-4de7-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 8
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579030913,
"status_ts": 1778579030913,
"event_id": "6a02f656c39c19c6c08f346f",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f6561dfcbb6cd5a71b69",
"chat_index": 9
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579031541,
"actor_type": "end-user",
"status_ts": 1778579031541,
"event_id": "6a02f6579b0f025f95ee032c",
"status": "READ",
"chat_index": 10
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579031568,
"status_ts": 1778579031568,
"event_id": "6a02f6579b0f025f95ee032f",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f6561dfcbb6cd5a71b69",
"chat_index": 11
},
{
"timestamp": 1778579088451,
"original_message_type": "text",
"message": "Yes correct",
"message_id": "6a02f6903d0944261545c1e0",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f6903d0944261545c1e0",
"received": "2026-05-12T09:44:48.451Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Yes correct"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:44:48.456Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 12
},
{
"timestamp": 1778579105580,
"original_message_type": "text",
"message": "52 Commonwealth Drive, #17-544, 142052, Singapore",
"message_id": "6a02f6a13514dd82ae01bb22",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f6a13514dd82ae01bb22",
"received": "2026-05-12T09:45:05.580Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "52 Commonwealth Drive, #17-544, 142052, Singapore"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:45:05.583Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 13
},
{
"timestamp": 1778579159675,
"original_message_type": "image",
"message": "",
"message_id": "6a02f6d79b0f025f95ef8c8a",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"mime_type": "image/jpeg",
"size": 2798735,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg",
"filename": "image.jpg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a02f6d79b0f025f95ef8c8a",
"received": "2026-05-12T09:45:59.675Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS8E6YFN65MFPFJFMTTPC7/image.jpg",
"media_type": "image/jpeg",
"media_size": 2798735,
"alt_text": "image.jpg",
"attachment_id": "01KRDS8E6YFN65MFPFJFMTTPC7",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:45:59.224Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
}
},
"chat_index": 14
},
{
"timestamp": 1778579179782,
"original_message_type": "image",
"message": "",
"message_id": "6a02f6eb00e12469854f6911",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"mime_type": "image/jpeg",
"size": 2817978,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg",
"filename": "image.jpg",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a02f6eb00e12469854f6911",
"received": "2026-05-12T09:46:19.782Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"image": {
"type": "image",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDS91ZB0PYR28YE5D2DNC5G/image.jpg",
"media_type": "image/jpeg",
"media_size": 2817978,
"alt_text": "image.jpg",
"attachment_id": "01KRDS91ZB0PYR28YE5D2DNC5G",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:46:19.468Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
}
},
"chat_index": 15
},
{
"timestamp": 1778579198815,
"original_message_type": "text",
"message": "Thank you for confirming. Please give me time to process everything on my end.",
"message_id": "6a02f6fe8f1c3400d5a69889",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f6fe8f1c3400d5a69889",
"received": "2026-05-12T09:46:38.815Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you for confirming. Please give me time to process everything on my end."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:46:38.790Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "789ff8d0-4de7-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 16
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579198905,
"status_ts": 1778579198905,
"event_id": "6a02f6fe8419c3b9af6af1fe",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f6fe8f1c3400d5a69889",
"chat_index": 17
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579199351,
"actor_type": "end-user",
"status_ts": 1778579199351,
"event_id": "6a02f6ff365b1f3877d7a0b4",
"status": "READ",
"chat_index": 18
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579199384,
"status_ts": 1778579199384,
"event_id": "6a02f6ff365b1f3877d7a0b9",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f6fe8f1c3400d5a69889",
"chat_index": 19
},
{
"timestamp": 1778579489706,
"original_message_type": "text",
"message": "Ok",
"message_id": "6a02f821239d4ccd2d6effce",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f821239d4ccd2d6effce",
"received": "2026-05-12T09:51:29.706Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Ok"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:51:29.709Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 20
},
{
"timestamp": 1778579755855,
"original_message_type": "text",
"message": "Test",
"message_id": "6a02f92b681245794fe52087",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f92b681245794fe52087",
"received": "2026-05-12T09:55:55.855Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Test"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:55:55.858Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 21
},
{
"timestamp": 1778579842499,
"original_message_type": "text",
"message": "I am still here. Please stay on chat.",
"message_id": "6a02f982239d4ccd2d735feb",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f982239d4ccd2d735feb",
"received": "2026-05-12T09:57:22.499Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "I am still here. Please stay on chat."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:57:22.449Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "f82c4bc0-4de8-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 22
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579842590,
"status_ts": 1778579842590,
"event_id": "6a02f982c5556eaa9b8646c1",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f982239d4ccd2d735feb",
"chat_index": 23
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579843313,
"actor_type": "end-user",
"status_ts": 1778579843313,
"event_id": "6a02f9838d70081947509192",
"status": "READ",
"chat_index": 24
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778579843345,
"status_ts": 1778579843345,
"event_id": "6a02f9838d70081947509199",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f982239d4ccd2d735feb",
"chat_index": 25
},
{
"timestamp": 1778579848326,
"original_message_type": "text",
"message": "Ok thank you",
"message_id": "6a02f9885965cad091ce779b",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f9885965cad091ce779b",
"received": "2026-05-12T09:57:28.326Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Ok thank you"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:57:28.329Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 26
},
{
"timestamp": 1778580007984,
"original_message_type": "text",
"message": "We’re happy to let you know that your replacement order has been successfully processed. 🎉\n \nOnce your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.\nPlease note:\n\n * Processing time: 1–2 business days\n\n * Delivery time: 3–7 business days after shipment\n \n \n\nAs for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.\n \nMay I know if there is anything else I can help you with?",
"message_id": "6a02fa27e1f53e89f898b822",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02fa27e1f53e89f898b822",
"received": "2026-05-12T10:00:07.984Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "We’re happy to let you know that your replacement order has been successfully processed. 🎉\n \nOnce your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.\nPlease note:\n\n * Processing time: 1–2 business days\n\n * Delivery time: 3–7 business days after shipment\n \n \n\nAs for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.\n \nMay I know if there is anything else I can help you with?",
"html_text": "We’re happy to let you know that your replacement order has been successfully processed. 🎉<br /> <br />Once your package has been shipped, you’ll receive an email with the tracking information so you can easily follow its delivery progress.<br />Please note:<br /><ul><li>Processing time: 1–2 business days</li><li><p>Delivery time: 3–7 business days after shipment</p><p> </p></li></ul>As for your return label, kindly allow our team to reach out to you via email within 1–3 business days regarding the return label.<br /> <br />May I know if there is anything else I can help you with?"
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T10:00:07.952Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "5adce220-4de9-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 27
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580008122,
"status_ts": 1778580008122,
"event_id": "6a02fa28c39c19c6c0914d20",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02fa27e1f53e89f898b822",
"chat_index": 28
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580008834,
"actor_type": "end-user",
"status_ts": 1778580008834,
"event_id": "6a02fa28530b0b5b786b5709",
"status": "READ",
"chat_index": 29
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778580008871,
"status_ts": 1778580008871,
"event_id": "6a02fa28530b0b5b786b5711",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02fa27e1f53e89f898b822",
"chat_index": 30
}
],
"webpath": [],
"channel": "native_messaging"
},
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:38:30Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844941103129,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRM2SM6R3MHCCBE5CNPX16",
"chat_started_event_id": 57844840473881,
"initiator": 1,
"reason": 4,
"is_served": true,
"visitor_id": "6a02f2dd5ad04d5a8d814083"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:37:39Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844907704217,
"type": "Comment",
"author_id": -1,
"body": "(17:34:52) Ricky Putra: Sure\n(17:37:31) Momcozy April: We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n \nTo better analyze the issue you're experiencing, please provide: \nA photo of bottom of motor to let us get the SN and model number : \nUDI (Unique Device Identifier) information located on the bottom of the box. \n \nLet's try these simple steps first:\n \nPlease note that the pump is designed not to turn on while connected to the charger.\n \nTry turning on the pump without the charger to check the battery level.\n \nEnsure you're using a compatible 5V-2A power adapter.\n \nThe cable is Type-C compatible.\n \nIf the issue persists, we're happy to offer:\n \nA replacement of the same model\n \nAn alternative model of similar value\n \nIf you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.\n \nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n \nAdditionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(17:34:52) Ricky Putra: Sure\n<br>(17:37:31) Momcozy April: We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n<br> \n<br>To better analyze the issue you're experiencing, please provide: \n<br>A photo of bottom of motor to let us get the SN and model number : \n<br>UDI (Unique Device Identifier) information located on the bottom of the box. \n<br> \n<br>Let's try these simple steps first:\n<br> \n<br>Please note that the pump is designed not to turn on while connected to the charger.\n<br> \n<br>Try turning on the pump without the charger to check the battery level.\n<br> \n<br>Ensure you're using a compatible 5V-2A power adapter.\n<br> \n<br>The cable is Type-C compatible.\n<br> \n<br>If the issue persists, we're happy to offer:\n<br> \n<br>A replacement of the same model\n<br> \n<br>An alternative model of similar value\n<br> \n<br>If you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.\n<br> \n<br>Your comfort and satisfaction are our priority. We're here to support you every step of the way.\n<br> \n<br>Additionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label.</p></div>",
"plain_body": "(17:34:52) Ricky Putra: Sure\n\n(17:37:31) Momcozy April: We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n\n \n\nTo better analyze the issue you're experiencing, please provide: \n\nA photo of bottom of motor to let us get the SN and model number : \n\nUDI (Unique Device Identifier) information located on the bottom of the box. \n\n \n\nLet's try these simple steps first:\n\n \n\nPlease note that the pump is designed not to turn on while connected to the charger.\n\n \n\nTry turning on the pump without the charger to check the battery level.\n\n \n\nEnsure you're using a compatible 5V-2A power adapter.\n\n \n\nThe cable is Type-C compatible.\n\n \n\nIf the issue persists, we're happy to offer:\n\n \n\nA replacement of the same model\n\n \n\nAn alternative model of similar value\n\n \n\nIf you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.\n\n \n\nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n\n \n\nAdditionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label.",
"public": true,
"attachments": [],
"audit_id": 57844941102617,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:37:39Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844840473881,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRM2SM6R3MHCCBE5CNPX16",
"visitor_id": "6a02f2dd5ad04d5a8d814083",
"user_id": 57842986703385,
"authenticated": false,
"integration_id": "666a561ce6fad7a09ad954b8",
"control_context": {
"first_message_id": "6a02f2dee2b451eb03ee116f",
"origin_source_integration": "666a561ce6fad7a09ad954b8",
"device_guid": "89145e4d52b7423382ca66254223aff1",
"dataCapture.systemField.requester.email": "rickyputra98@gmail.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a02f2dd5ad04d5a8d814083",
"dataCapture.ticketField.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.email": "rickyputra98@gmail.com",
"dataCapture.ticketField.form-email": "rickyputra98@gmail.com",
"dataCapture.systemField.requester.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
},
"brand_id": "32404259465241",
"initiator": 1,
"conversation_id": "6a02f2dd5ad04d5a8d81408d",
"backend": "ocb",
"tags": [],
"history": [
{
"timestamp": 1778578492000,
"original_message_type": "text",
"message": "Sure",
"message_id": "6a02f43c9e89415c7f1dbcf3",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f43c9e89415c7f1dbcf3",
"received": "2026-05-12T09:34:52Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Sure"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:34:52.005Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 0
},
{
"timestamp": 1778578651635,
"original_message_type": "text",
"message": "We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n \nTo better analyze the issue you're experiencing, please provide: \nA photo of bottom of motor to let us get the SN and model number : \nUDI (Unique Device Identifier) information located on the bottom of the box. \n \nLet's try these simple steps first:\n \nPlease note that the pump is designed not to turn on while connected to the charger.\n \nTry turning on the pump without the charger to check the battery level.\n \nEnsure you're using a compatible 5V-2A power adapter.\n \nThe cable is Type-C compatible.\n \nIf the issue persists, we're happy to offer:\n \nA replacement of the same model\n \nAn alternative model of similar value\n \nIf you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.\n \nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n \nAdditionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label.",
"message_id": "6a02f4db5ad04d5a8d87022b",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f4db5ad04d5a8d87022b",
"received": "2026-05-12T09:37:31.635Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n \nTo better analyze the issue you're experiencing, please provide: \nA photo of bottom of motor to let us get the SN and model number : \nUDI (Unique Device Identifier) information located on the bottom of the box. \n \nLet's try these simple steps first:\n \nPlease note that the pump is designed not to turn on while connected to the charger.\n \nTry turning on the pump without the charger to check the battery level.\n \nEnsure you're using a compatible 5V-2A power adapter.\n \nThe cable is Type-C compatible.\n \nIf the issue persists, we're happy to offer:\n \nA replacement of the same model\n \nAn alternative model of similar value\n \nIf you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.\n \nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n \nAdditionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label.",
"html_text": "We completely understand your concern and apologize for any disruption this has caused to your pumping routine.<br /> <br /><strong>To better analyze the issue you're experiencing, please provide: </strong><br />A photo of bottom of motor to let us get the SN and model number : <br />UDI (Unique Device Identifier) information located on the bottom of the box. <br /> <br /><strong>Let's try these simple steps first:</strong><br /> <br />Please note that the pump is designed not to turn on while connected to the charger.<br /> <br />Try turning on the pump without the charger to check the battery level.<br /> <br />Ensure you're using a compatible 5V-2A power adapter.<br /> <br />The cable is Type-C compatible.<br /> <br />If the issue persists, we're happy to offer:<br /> <br />A replacement of the same model<br /> <br />An alternative model of similar value<br /> <br />If you prefer a different model, you're welcome to browse our official website or Amazon store and share the link to the product you'd like.<br /> <br />Your comfort and satisfaction are our priority. We're here to support you every step of the way.<br /> <br />Additionally, we kindly request for the return of the 1 defective pump. Not to worries as we will provide the return label."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:37:31.601Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "327e7080-4de6-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 1
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578651732,
"status_ts": 1778578651732,
"event_id": "6a02f4db5fc9f1d76ecc88ee",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f4db5ad04d5a8d87022b",
"chat_index": 2
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578652340,
"actor_type": "end-user",
"status_ts": 1778578652340,
"event_id": "6a02f4dccae72f230b67e772",
"status": "READ",
"chat_index": 3
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578652373,
"status_ts": 1778578652373,
"event_id": "6a02f4dccae72f230b67e795",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f4db5ad04d5a8d87022b",
"chat_index": 4
}
],
"webpath": [],
"channel": "native_messaging"
},
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:34:52Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844840423705,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRKAK36PWSGP861V4D6HF7",
"chat_started_event_id": 57844837823897,
"initiator": 5,
"reason": 0,
"is_served": false,
"visitor_id": "6a02f2dd5ad04d5a8d814083"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:34:52Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844821492249,
"type": "Comment",
"author_id": 33115736919705,
"body": "Request #1250857 \"Product Issue - #sea2350\" was closed and merged into this request. Last comment in request #1250857:\r\n\r\nAfter a while both product LED is flickering like this. Please help.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Request <a href=\"/agent/tickets/1250857\" target=\"_blank\" rel=\"ticket\">#1250857</a> \"Product Issue - #sea2350\" was closed and merged into this request. Last comment in request <a href=\"/agent/tickets/1250857\" target=\"_blank\" rel=\"ticket\">#1250857</a>:</p>\n<p dir=\"auto\">After a while both product LED is flickering like this. Please help.</p></div>",
"plain_body": "Request #1250857 \"Product Issue - #sea2350\" was closed and merged into this request. Last comment in request #1250857: \n After a while both product LED is flickering like this. Please help.",
"public": false,
"attachments": [
{
"url": "https://rootglobal.zendesk.com/api/v2/attachments/57844821536921.json",
"id": 57844821536921,
"file_name": "IMG_9565.mov",
"content_url": "https://rootglobal.zendesk.com/attachments/token/03nfBsmQ65Q5qqirimhAT49Mw/?name=IMG_9565.mov",
"mapped_content_url": "https://rootglobal.zendesk.com/attachments/token/03nfBsmQ65Q5qqirimhAT49Mw/?name=IMG_9565.mov",
"content_type": "video/quicktime",
"size": 7126857,
"width": null,
"height": null,
"inline": false,
"deleted": false,
"malware_access_override": false,
"malware_scan_result": "malware_not_found",
"thumbnails": []
}
],
"audit_id": 57844805166105,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1250857
]
},
"rel": "merge"
}
},
"created_at": "2026-05-12T09:34:30Z",
"metadata": {
"system": {
"location": "01, Philippines",
"latitude": 16.6204,
"longitude": 120.3131
},
"custom": {}
}
},
{
"id": 57844837823897,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRKAK36PWSGP861V4D6HF7",
"visitor_id": "6a02f2dd5ad04d5a8d814083",
"user_id": 57842986703385,
"authenticated": false,
"integration_id": "666a561ce6fad7a09ad954b8",
"control_context": {
"first_message_id": "6a02f2dee2b451eb03ee116f",
"origin_source_integration": "666a561ce6fad7a09ad954b8",
"device_guid": "89145e4d52b7423382ca66254223aff1",
"dataCapture.systemField.requester.email": "rickyputra98@gmail.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a02f2dd5ad04d5a8d814083",
"dataCapture.ticketField.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.email": "rickyputra98@gmail.com",
"dataCapture.ticketField.form-email": "rickyputra98@gmail.com",
"dataCapture.systemField.requester.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
},
"brand_id": "32404259465241",
"initiator": 5,
"conversation_id": "6a02f2dd5ad04d5a8d81408d",
"backend": "ocb",
"tags": [],
"history": [
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578467228,
"actor_type": "end-user",
"status_ts": 1778578467228,
"event_id": "6a02f42330be8ca2da221cae",
"status": "READ",
"chat_index": 0
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578467265,
"status_ts": 1778578467265,
"event_id": "6a02f42330be8ca2da221cc5",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3cdc150979d25d52d96",
"chat_index": 1
}
],
"webpath": [],
"channel": "native_messaging"
},
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:34:27Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844795603609,
"type": "Comment",
"author_id": -1,
"body": "(17:29:02) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(17:29:07) Web User 6a02f2dd5ad04d5a8d814083: After-sales service\n(17:29:11) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n(17:29:29) Web User 6a02f2dd5ad04d5a8d814083: My breast pump cant turn on, LED flickering\n(17:29:36) Momcozy: To help you get your breast pump working again, could you please let me know the model number? You can usually find it on the bottom of the device or on the packaging box. Once I have that info, I’ll be able to guide you with the best solution!\n(17:29:45) Web User 6a02f2dd5ad04d5a8d814083: Momcozy m9\n(17:29:56) Momcozy: Let’s try a few steps to get your Momcozy M9 breast pump working again! First, please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. If the LED keeps flickering or the issue continues, please reach out to our customer support for further help!\n(17:29:59) Momcozy: Let’s try a few quick steps to get your Momcozy M9 breast pump up and running! Please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n(17:30:39) Web User 6a02f2dd5ad04d5a8d814083: I tried but still no success\n(17:30:43) Momcozy: I’m really sorry the previous steps didn’t get your Momcozy M9 breast pump working. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you for your patience, and we’ll make sure you’re taken care of.\n(17:30:46) Momcozy: Could you please share your order number with me? This will help our specialist team assist you even faster! Thank you so much for your help!\n(17:30:52) Web User 6a02f2dd5ad04d5a8d814083: sea2350\n(17:30:56) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(17:30:56) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(17:30:59) Web User 6a02f2dd5ad04d5a8d814083: Yes\n(17:31:03) Momcozy: Could you please let me know your name and email address?\n(17:31:14) Web User 6a02f2dd5ad04d5a8d814083: name: Ricky Putra Nursalim\nemail: rickyputra98@gmail.com\n(17:31:18) Momcozy: Transferring to a human agent.\n(17:31:50) Momcozy April: Thank you for contacting us.\n \nI kindly ask for a little time to review your inquiry and will get back to you shortly.\n(17:32:08) Ricky Putra uploaded: IMG_9565.mov\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov\nType: video/quicktime\nSize: 9334303\n(17:32:10) Ricky Putra: Hi I just bought m9 breast pump, I tried to turn it on, charge it, etc, but it’s just flickering\n(17:32:14) Ricky Putra: Video attached\n(17:33:01) Momcozy April: Let me check that for you. Please give me time as I will need to pull up your order and check for troubleshooting steps for you to try.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(17:29:02) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(17:29:07) Web User 6a02f2dd5ad04d5a8d814083: After-sales service\n<br>(17:29:11) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n<br>(17:29:29) Web User 6a02f2dd5ad04d5a8d814083: My breast pump cant turn on, LED flickering\n<br>(17:29:36) Momcozy: To help you get your breast pump working again, could you please let me know the model number? You can usually find it on the bottom of the device or on the packaging box. Once I have that info, I’ll be able to guide you with the best solution!\n<br>(17:29:45) Web User 6a02f2dd5ad04d5a8d814083: Momcozy m9\n<br>(17:29:56) Momcozy: Let’s try a few steps to get your Momcozy M9 breast pump working again! First, please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. If the LED keeps flickering or the issue continues, please reach out to our customer support for further help!\n<br>(17:29:59) Momcozy: Let’s try a few quick steps to get your Momcozy M9 breast pump up and running! Please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n<br>(17:30:39) Web User 6a02f2dd5ad04d5a8d814083: I tried but still no success\n<br>(17:30:43) Momcozy: I’m really sorry the previous steps didn’t get your Momcozy M9 breast pump working. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you for your patience, and we’ll make sure you’re taken care of.\n<br>(17:30:46) Momcozy: Could you please share your order number with me? This will help our specialist team assist you even faster! Thank you so much for your help!\n<br>(17:30:52) Web User 6a02f2dd5ad04d5a8d814083: sea2350\n<br>(17:30:56) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(17:30:56) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(17:30:59) Web User 6a02f2dd5ad04d5a8d814083: Yes\n<br>(17:31:03) Momcozy: Could you please let me know your name and email address?\n<br>(17:31:14) Web User 6a02f2dd5ad04d5a8d814083: name: Ricky Putra Nursalim\n<br>email: <a href=\"mailto:rickyputra98@gmail.com\" rel=\"noreferrer\">rickyputra98@gmail.com</a>\n<br>(17:31:18) Momcozy: Transferring to a human agent.\n<br>(17:31:50) Momcozy April: Thank you for contacting us.\n<br> \n<br>I kindly ask for a little time to review your inquiry and will get back to you shortly.\n<br>(17:32:08) Ricky Putra uploaded: IMG_9565.mov\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov</a>\n<br>Type: video/quicktime\n<br>Size: 9334303\n<br>(17:32:10) Ricky Putra: Hi I just bought m9 breast pump, I tried to turn it on, charge it, etc, but it’s just flickering\n<br>(17:32:14) Ricky Putra: Video attached\n<br>(17:33:01) Momcozy April: Let me check that for you. Please give me time as I will need to pull up your order and check for troubleshooting steps for you to try.</p></div>",
"plain_body": "(17:29:02) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(17:29:07) Web User 6a02f2dd5ad04d5a8d814083: After-sales service\n\n(17:29:11) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(17:29:29) Web User 6a02f2dd5ad04d5a8d814083: My breast pump cant turn on, LED flickering\n\n(17:29:36) Momcozy: To help you get your breast pump working again, could you please let me know the model number? You can usually find it on the bottom of the device or on the packaging box. Once I have that info, I’ll be able to guide you with the best solution!\n\n(17:29:45) Web User 6a02f2dd5ad04d5a8d814083: Momcozy m9\n\n(17:29:56) Momcozy: Let’s try a few steps to get your Momcozy M9 breast pump working again! First, please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. If the LED keeps flickering or the issue continues, please reach out to our customer support for further help!\n\n(17:29:59) Momcozy: Let’s try a few quick steps to get your Momcozy M9 breast pump up and running! Please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(17:30:39) Web User 6a02f2dd5ad04d5a8d814083: I tried but still no success\n\n(17:30:43) Momcozy: I’m really sorry the previous steps didn’t get your Momcozy M9 breast pump working. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you for your patience, and we’ll make sure you’re taken care of.\n\n(17:30:46) Momcozy: Could you please share your order number with me? This will help our specialist team assist you even faster! Thank you so much for your help!\n\n(17:30:52) Web User 6a02f2dd5ad04d5a8d814083: sea2350\n\n(17:30:56) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(17:30:56) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(17:30:59) Web User 6a02f2dd5ad04d5a8d814083: Yes\n\n(17:31:03) Momcozy: Could you please let me know your name and email address?\n\n(17:31:14) Web User 6a02f2dd5ad04d5a8d814083: name: Ricky Putra Nursalim\n\nemail: rickyputra98@gmail.com\n\n(17:31:18) Momcozy: Transferring to a human agent.\n\n(17:31:50) Momcozy April: Thank you for contacting us.\n\n \n\nI kindly ask for a little time to review your inquiry and will get back to you shortly.\n\n(17:32:08) Ricky Putra uploaded: IMG_9565.mov\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov\n\nType: video/quicktime\n\nSize: 9334303\n\n(17:32:10) Ricky Putra: Hi I just bought m9 breast pump, I tried to turn it on, charge it, etc, but it’s just flickering\n\n(17:32:14) Ricky Putra: Video attached\n\n(17:33:01) Momcozy April: Let me check that for you. Please give me time as I will need to pull up your order and check for troubleshooting steps for you to try.",
"public": true,
"attachments": [],
"audit_id": 57844795603353,
"locale": null,
"outbound_locale": null,
"translations": [],
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:34:13Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844795603481,
"type": "ChatEndedEvent",
"attachments": [],
"value": {
"chat_id": "01KRDRDJXJMJXBWZ4A8SHV5CQ7",
"chat_started_event_id": 57844645937433,
"initiator": 1,
"reason": 4,
"is_served": true,
"visitor_id": "6a02f2dd5ad04d5a8d814083"
},
"via": {
"channel": "chat_transcript",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:34:13Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844645937561,
"type": "Comment",
"author_id": 57844602331545,
"body": "Conversation with Web User 6a02f2dd5ad04d5a8d814083",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with Web User 6a02f2dd5ad04d5a8d814083</p></div>",
"plain_body": "Conversation with Web User 6a02f2dd5ad04d5a8d814083",
"public": false,
"attachments": [],
"audit_id": 57844645937305,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:31:19Z",
"metadata": {
"system": {},
"custom": {}
}
},
{
"id": 57844645937433,
"type": "ChatStartedEvent",
"attachments": [],
"value": {
"visitor_id": "6a02f2dd5ad04d5a8d814083",
"conversation_id": "6a02f2dd5ad04d5a8d81408d",
"integration_id": "666a561ce6fad7a09ad954b8",
"brand_id": "32404259465241",
"backend": "ocb",
"chat_id": "01KRDRDJXJMJXBWZ4A8SHV5CQ7",
"user_id": 57844602331545,
"authenticated": false,
"new_user": true,
"tags": [],
"initiator": 1,
"control_context": {
"first_message_id": "6a02f2dee2b451eb03ee116f",
"origin_source_integration": "666a561ce6fad7a09ad954b8",
"device_guid": "89145e4d52b7423382ca66254223aff1",
"dataCapture.systemField.requester.email": "rickyputra98@gmail.com",
"dataCapture.systemField.group_id": "52002469607449",
"dataCapture.ticketField.userId": "6a02f2dd5ad04d5a8d814083",
"dataCapture.ticketField.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.email": "rickyputra98@gmail.com",
"dataCapture.ticketField.form-email": "rickyputra98@gmail.com",
"dataCapture.systemField.requester.name": "Ricky Putra Nursalim",
"dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
},
"history": [
{
"timestamp": 1778578142385,
"original_message_type": "text",
"message": "Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES",
"message_id": "6a02f2dee2b451eb03ee116f",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f2dee2b451eb03ee116f",
"received": "2026-05-12T09:29:02.385Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Hello, welcome to Momcozy. Please select the type of support you need.",
"actions": [
{
"reply": {
"text": "IBCLC(Lactation Consultation and Maternal & Infant Health Care)",
"payload": "IBCLC(Lactation Consultation and Maternal & Infant Health Care)"
}
},
{
"reply": {
"text": "Babymonitor (BM03/BM04) firmware update",
"payload": "Babymonitor (BM03/BM04) firmware update"
}
},
{
"reply": {
"text": "Product and event consultation",
"payload": "Product and event consultation"
}
},
{
"reply": {
"text": "Order status and logistics issues",
"payload": "Order status and logistics issues"
}
},
{
"reply": {
"text": "After-sales service",
"payload": "After-sales service"
}
},
{
"reply": {
"text": "Other inquiries",
"payload": "Other inquiries"
}
}
]
}
},
"source": {
"type": "ultimate"
}
},
"chat_index": 0
},
{
"timestamp": 1778578147388,
"original_message_type": "text",
"message": "After-sales service",
"message_id": "6a02f2e3d83ea0642c34b8e2",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f2e3d83ea0642c34b8e2",
"received": "2026-05-12T09:29:07.388Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "After-sales service",
"payload": "After-sales service"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:29:07.393Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 1
},
{
"timestamp": 1778578151511,
"original_message_type": "text",
"message": "If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!",
"message_id": "6a02f2e70802688260367a5b",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f2e70802688260367a5b",
"received": "2026-05-12T09:29:11.511Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 2
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578151616,
"status_ts": 1778578151616,
"event_id": "6a02f2e7f501c3d271cf8543",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f2e70802688260367a5b",
"chat_index": 3
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578151873,
"actor_type": "end-user",
"status_ts": 1778578151873,
"event_id": "6a02f2e77e51e1e8b3eaef31",
"status": "READ",
"chat_index": 4
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578151878,
"status_ts": 1778578151878,
"event_id": "6a02f2e7f6536058633c45f1",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f2e70802688260367a5b",
"chat_index": 5
},
{
"timestamp": 1778578169705,
"original_message_type": "text",
"message": "My breast pump cant turn on, LED flickering",
"message_id": "6a02f2f93514dd82aef765fe",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f2f93514dd82aef765fe",
"received": "2026-05-12T09:29:29.705Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "My breast pump cant turn on, LED flickering"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:29:29.709Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 6
},
{
"timestamp": 1778578176813,
"original_message_type": "text",
"message": "To help you get your breast pump working again, could you please let me know the model number? You can usually find it on the bottom of the device or on the packaging box. Once I have that info, I’ll be able to guide you with the best solution!",
"message_id": "6a02f300080268826036c7cc",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f300080268826036c7cc",
"received": "2026-05-12T09:29:36.813Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "To help you get your breast pump working again, could you please let me know the model number? You can usually find it on the bottom of the device or on the packaging box. Once I have that info, I’ll be able to guide you with the best solution!"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 7
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578176915,
"status_ts": 1778578176915,
"event_id": "6a02f3005fc9f1d76ecb7293",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f300080268826036c7cc",
"chat_index": 8
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578177339,
"actor_type": "end-user",
"status_ts": 1778578177339,
"event_id": "6a02f30133dd264466c8b161",
"status": "READ",
"chat_index": 9
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578177373,
"status_ts": 1778578177373,
"event_id": "6a02f30133dd264466c8b178",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f300080268826036c7cc",
"chat_index": 10
},
{
"timestamp": 1778578185694,
"original_message_type": "text",
"message": "Momcozy m9",
"message_id": "6a02f309b75029257c9cb1ea",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f309b75029257c9cb1ea",
"received": "2026-05-12T09:29:45.694Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Momcozy m9"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:29:45.698Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 11
},
{
"timestamp": 1778578196456,
"original_message_type": "text",
"message": "Let’s try a few steps to get your Momcozy M9 breast pump working again! First, please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. If the LED keeps flickering or the issue continues, please reach out to our customer support for further help!",
"message_id": "6a02f3148f1c3400d59b3206",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f3148f1c3400d59b3206",
"received": "2026-05-12T09:29:56.456Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Let’s try a few steps to get your Momcozy M9 breast pump working again! First, please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. If the LED keeps flickering or the issue continues, please reach out to our customer support for further help!"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 12
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578196570,
"status_ts": 1778578196570,
"event_id": "6a02f31449127a8d9f609534",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3148f1c3400d59b3206",
"chat_index": 13
},
{
"timestamp": 1778578199070,
"original_message_type": "text",
"message": "Let’s try a few quick steps to get your Momcozy M9 breast pump up and running! Please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.",
"message_id": "6a02f317681245794fd32a21",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f317681245794fd32a21",
"received": "2026-05-12T09:29:59.070Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Let’s try a few quick steps to get your Momcozy M9 breast pump up and running! Please press and hold the power button for more than 2 seconds to turn it on. If the battery might be low, charge the pump for at least 30 minutes and try again. Make sure you’re using the correct charging cable and adapter—if there’s no response, try a different cable and adapter just in case. Double-check that all parts, like the Milk Collector, Diaphragm, Valve, and Flange, are dry and assembled snugly with no gaps. Using the right flange size can also help with suction. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you."
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 14
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578199162,
"status_ts": 1778578199162,
"event_id": "6a02f317c5556eaa9b82ad81",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f317681245794fd32a21",
"chat_index": 15
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578211120,
"actor_type": "end-user",
"status_ts": 1778578211120,
"event_id": "6a02f3230977c407f41f274a",
"status": "READ",
"chat_index": 16
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578211160,
"status_ts": 1778578211160,
"event_id": "6a02f3230977c407f41f278a",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f317681245794fd32a21",
"chat_index": 17
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578211160,
"status_ts": 1778578211160,
"event_id": "6a02f3230977c407f41f2789",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3148f1c3400d59b3206",
"chat_index": 18
},
{
"timestamp": 1778578239139,
"original_message_type": "text",
"message": "I tried but still no success",
"message_id": "6a02f33f7ab7e0ef1febfb0f",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f33f7ab7e0ef1febfb0f",
"received": "2026-05-12T09:30:39.139Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "I tried but still no success"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:30:39.142Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 19
},
{
"timestamp": 1778578243985,
"original_message_type": "text",
"message": "I’m really sorry the previous steps didn’t get your Momcozy M9 breast pump working. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you for your patience, and we’ll make sure you’re taken care of.",
"message_id": "6a02f3435f9e333d7118d85b",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f3435f9e333d7118d85b",
"received": "2026-05-12T09:30:43.985Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "I’m really sorry the previous steps didn’t get your Momcozy M9 breast pump working. Don’t worry—I’ll arrange for our specialist team to help you out from here! Thank you for your patience, and we’ll make sure you’re taken care of."
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 20
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578244090,
"status_ts": 1778578244090,
"event_id": "6a02f34482af48fe36a213ed",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3435f9e333d7118d85b",
"chat_index": 21
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578244799,
"actor_type": "end-user",
"status_ts": 1778578244799,
"event_id": "6a02f344080268826037ae1f",
"status": "READ",
"chat_index": 22
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578244827,
"status_ts": 1778578244827,
"event_id": "6a02f344080268826037ae30",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3435f9e333d7118d85b",
"chat_index": 23
},
{
"timestamp": 1778578246897,
"original_message_type": "text",
"message": "Could you please share your order number with me? This will help our specialist team assist you even faster! Thank you so much for your help!",
"message_id": "6a02f34630be8ca2da1f76f7",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f34630be8ca2da1f76f7",
"received": "2026-05-12T09:30:46.897Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Could you please share your order number with me? This will help our specialist team assist you even faster! Thank you so much for your help!"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 24
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578246994,
"status_ts": 1778578246994,
"event_id": "6a02f3462288ca2ba202f227",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f34630be8ca2da1f76f7",
"chat_index": 25
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578247518,
"actor_type": "end-user",
"status_ts": 1778578247518,
"event_id": "6a02f347c54eb6f2e31facc7",
"status": "READ",
"chat_index": 26
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578247545,
"status_ts": 1778578247545,
"event_id": "6a02f347c54eb6f2e31faccf",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f34630be8ca2da1f76f7",
"chat_index": 27
},
{
"timestamp": 1778578252556,
"original_message_type": "text",
"message": "sea2350",
"message_id": "6a02f34c3514dd82aef851f2",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f34c3514dd82aef851f2",
"received": "2026-05-12T09:30:52.556Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "sea2350"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:30:52.561Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 28
},
{
"timestamp": 1778578256386,
"original_message_type": "text",
"message": "I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.",
"message_id": "6a02f35048ae7e05a783f6f5",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f35048ae7e05a783f6f5",
"received": "2026-05-12T09:30:56.386Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance."
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 29
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578256485,
"status_ts": 1778578256485,
"event_id": "6a02f3503ae9f3d71950474c",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35048ae7e05a783f6f5",
"chat_index": 30
},
{
"timestamp": 1778578256905,
"original_message_type": "text",
"message": "Do you need me to contact the human customer service for you now?\n\nYES, NO",
"message_id": "6a02f350cae72f230b633e46",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f350cae72f230b633e46",
"received": "2026-05-12T09:30:56.905Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Do you need me to contact the human customer service for you now?",
"actions": [
{
"reply": {
"type": "reply",
"text": "Yes",
"payload": "Yes"
}
},
{
"reply": {
"type": "reply",
"text": "No",
"payload": "No"
}
}
]
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 31
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578256923,
"actor_type": "end-user",
"status_ts": 1778578256923,
"event_id": "6a02f350080268826037d4fd",
"status": "READ",
"chat_index": 32
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578256957,
"status_ts": 1778578256957,
"event_id": "6a02f350080268826037d511",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f350cae72f230b633e46",
"chat_index": 33
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578256957,
"status_ts": 1778578256957,
"event_id": "6a02f350080268826037d510",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35048ae7e05a783f6f5",
"chat_index": 34
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578256993,
"status_ts": 1778578256993,
"event_id": "6a02f350e32b495dcb803bd9",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f350cae72f230b633e46",
"chat_index": 35
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578257390,
"actor_type": "end-user",
"status_ts": 1778578257390,
"event_id": "6a02f351530b0b5b78577cff",
"status": "READ",
"chat_index": 36
},
{
"timestamp": 1778578259675,
"original_message_type": "text",
"message": "Yes",
"message_id": "6a02f35330be8ca2da1fa04c",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f35330be8ca2da1fa04c",
"received": "2026-05-12T09:30:59.675Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Yes",
"payload": "Yes"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:30:59.678Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 37
},
{
"timestamp": 1778578263165,
"original_message_type": "text",
"message": "Could you please let me know your name and email address?",
"message_id": "6a02f35730be8ca2da1fac39",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f35730be8ca2da1fac39",
"received": "2026-05-12T09:31:03.165Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Could you please let me know your name and email address?"
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 38
},
{
"timestamp": 1778578263181,
"original_message_type": "form",
"message": "",
"message_id": "6a02f35730be8ca2da1fac4e",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f35730be8ca2da1fac4e",
"received": "2026-05-12T09:31:03.181Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"form": {
"type": "form",
"block_chat_input": true,
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128
},
{
"type": "EMAIL",
"name": "email",
"label": "email"
}
],
"submitted": false
}
},
"source": {
"type": "ultimate"
}
},
"chat_index": 39
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578263278,
"status_ts": 1778578263278,
"event_id": "6a02f3578419c3b9af68ec01",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35730be8ca2da1fac39",
"chat_index": 40
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578263278,
"status_ts": 1778578263278,
"event_id": "6a02f3578419c3b9af68ec02",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35730be8ca2da1fac4e",
"chat_index": 41
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578263572,
"actor_type": "end-user",
"status_ts": 1778578263572,
"event_id": "6a02f357ba01323e54a4674f",
"status": "READ",
"chat_index": 42
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578263608,
"status_ts": 1778578263608,
"event_id": "6a02f357ba01323e54a46787",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35730be8ca2da1fac39",
"chat_index": 43
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578263608,
"status_ts": 1778578263608,
"event_id": "6a02f357ba01323e54a46788",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f35730be8ca2da1fac4e",
"chat_index": 44
},
{
"timestamp": 1778578274419,
"original_message_type": "form_response",
"message": "name: Ricky Putra Nursalim\nemail: rickyputra98@gmail.com",
"message_id": "6a02f362d83ea0642c36527e",
"sunco_source_type": "NATIVE_MESSAGING",
"is_history_context": true,
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Web User 6a02f2dd5ad04d5a8d814083",
"type": "ChatMessage",
"original_message": {
"id": "6a02f362d83ea0642c36527e",
"received": "2026-05-12T09:31:14.419Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Web User 6a02f2dd5ad04d5a8d814083",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"locale": "en-SG"
},
"metadata": {
"fields": {
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"form_response": {
"type": "formResponse",
"text_fallback": "name: Ricky Putra Nursalim\nemail: rickyputra98@gmail.com",
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128,
"text": "Ricky Putra Nursalim"
},
{
"type": "EMAIL",
"name": "email",
"label": "email",
"email": "rickyputra98@gmail.com"
}
]
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:31:14.425Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"quoted_message": {
"message": {
"type": "message",
"message": {
"id": "6a02f35730be8ca2da1fac4e",
"received": "2026-05-12T09:31:03.181Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"form": {
"type": "form",
"block_chat_input": true,
"fields": [
{
"type": "TEXT",
"name": "name",
"label": "name",
"min_size": 1,
"max_size": 128,
"text": "Ricky Putra Nursalim"
},
{
"type": "EMAIL",
"name": "email",
"label": "email",
"email": "rickyputra98@gmail.com"
}
],
"submitted": true
}
},
"source": {
"type": "ultimate"
}
}
}
}
},
"chat_index": 45
},
{
"timestamp": 1778578278590,
"original_message_type": "text",
"message": "Transferring to a human agent.",
"message_id": "6a02f3668f1c3400d59c3b99",
"sunco_source_type": "BUSINESS",
"is_history_context": true,
"actor_type": "system",
"actor_id": "-1",
"actor_name": "Momcozy",
"type": "ChatMessage",
"original_message": {
"id": "6a02f3668f1c3400d59c3b99",
"received": "2026-05-12T09:31:18.590Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy",
"avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
},
"content": {
"text": {
"type": "text",
"text": "Transferring to a human agent."
}
},
"source": {
"type": "ultimate",
"bot_id": "69031e71cd5417c88af36c00",
"external_conversation_id": "6e676833-2969-49fc-aa5f-786e536916a0"
}
},
"chat_index": 46
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578278685,
"status_ts": 1778578278685,
"event_id": "6a02f366e32b495dcb80476c",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3668f1c3400d59c3b99",
"chat_index": 47
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578279011,
"actor_type": "end-user",
"status_ts": 1778578279011,
"event_id": "6a02f3678f1c3400d59c3cdd",
"status": "READ",
"chat_index": 48
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578279045,
"status_ts": 1778578279045,
"event_id": "6a02f3678f1c3400d59c3d2b",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3668f1c3400d59c3b99",
"chat_index": 49
},
{
"timestamp": 1778578310470,
"original_message_type": "text",
"message": "Thank you for contacting us.\n \nI kindly ask for a little time to review your inquiry and will get back to you shortly.",
"message_id": "6a02f38648ae7e05a784a575",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f38648ae7e05a784a575",
"received": "2026-05-12T09:31:50.470Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Thank you for contacting us.\n \nI kindly ask for a little time to review your inquiry and will get back to you shortly.",
"html_text": "Thank you for contacting us.<br /> <br />I kindly ask for a little time to review your inquiry and will get back to you shortly."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:31:50.440Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "6710f490-4de5-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 50
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578310584,
"status_ts": 1778578310584,
"event_id": "6a02f3863ae9f3d7195073c7",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f38648ae7e05a784a575",
"chat_index": 51
},
{
"type": "ChatMessageStatus",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578311157,
"actor_type": "end-user",
"status_ts": 1778578311157,
"event_id": "6a02f3879e89415c7f1b8d9b",
"status": "READ",
"chat_index": 52
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578311183,
"status_ts": 1778578311183,
"event_id": "6a02f3879e89415c7f1b8d9e",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f38648ae7e05a784a575",
"chat_index": 53
},
{
"timestamp": 1778578328231,
"original_message_type": "file",
"message": "",
"message_id": "6a02f3980977c407f4209b2b",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"mime_type": "video/quicktime",
"size": 9334303,
"url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov",
"filename": "IMG_9565.mov",
"type": "ChatFileAttachment",
"original_message": {
"id": "6a02f3980977c407f4209b2b",
"received": "2026-05-12T09:32:08.231Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"file": {
"type": "file",
"media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRDRF1YDSKGRNNZ8SEAKX7V3/IMG_9565.mov",
"media_type": "video/quicktime",
"media_size": 9334303,
"alt_text": "IMG_9565.mov",
"attachment_id": "01KRDRF1YDSKGRNNZ8SEAKX7V3",
"malware_scan_result": 2,
"malware_access_override": false
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:32:07.458Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
}
},
"chat_index": 54
},
{
"timestamp": 1778578330607,
"original_message_type": "text",
"message": "Hi I just bought m9 breast pump, I tried to turn it on, charge it, etc, but it’s just flickering",
"message_id": "6a02f39ac150979d25d49fad",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f39ac150979d25d49fad",
"received": "2026-05-12T09:32:10.607Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Hi I just bought m9 breast pump, I tried to turn it on, charge it, etc, but it’s just flickering"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:32:10.610Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 55
},
{
"timestamp": 1778578334222,
"original_message_type": "text",
"message": "Video attached",
"message_id": "6a02f39e30be8ca2da2090e7",
"sunco_source_type": "NATIVE_MESSAGING",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "Ricky Putra",
"type": "ChatMessage",
"original_message": {
"id": "6a02f39e30be8ca2da2090e7",
"received": "2026-05-12T09:32:14.222Z",
"author": {
"type": "USER",
"user_id": "6a02f2dd5ad04d5a8d814083",
"display_name": "Ricky Putra",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
"user": {
"id": "6a02f2dd5ad04d5a8d814083",
"signed_up_at": "2026-05-12T09:29:01.495Z",
"profile": {
"given_name": "Ricky",
"surname": "Putra",
"email": "rickyputra98@gmail.com",
"locale": "en-SG"
},
"metadata": {
"fields": {
"name": {
"string_value": "Ricky Putra Nursalim"
},
"conversationId": {
"string_value": "6a02f2dd5ad04d5a8d81408d"
}
}
},
"authenticated": false
}
},
"content": {
"text": {
"type": "text",
"text": "Video attached"
}
},
"source": {
"type": "web",
"integration_id": "666a561ce6fad7a09ad954b8",
"device": {
"id": "6a02f2dd5ad04d5a8d814087",
"type": "WEB",
"guid": "89145e4d52b7423382ca66254223aff1",
"client_id": "6a02f2dd5ad04d5a8d814084",
"status": "ACTIVE",
"integration_id": "666a561ce6fad7a09ad954b8",
"last_seen": "2026-05-12T09:32:14.226Z",
"info": {
"countryCode": "SG",
"city": "Singapore",
"URL": "sea.momcozy.com",
"currentUrl": "https://sea.momcozy.com/",
"ipAddress": "103.6.150.195",
"vendor": "zendesk",
"userAgent": "Mozilla/5.0 (iPhone; CPU iPhone OS 26_4_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/148.0.7778.100 Mobile/15E148 Safari/604.1",
"country": "Singapore",
"browserLanguage": "en-SG",
"referrer": "",
"sdkVersion": "0.1",
"currentTitle": "Momcozy Singapore - Official SEA Site: Maternity & Baby Care"
}
}
},
"metadata": {}
},
"chat_index": 56
},
{
"timestamp": 1778578381082,
"original_message_type": "text",
"message": "Let me check that for you. Please give me time as I will need to pull up your order and check for troubleshooting steps for you to try.",
"message_id": "6a02f3cdc150979d25d52d96",
"sunco_source_type": "BUSINESS",
"actor_type": "agent",
"actor_id": "33115736919705",
"actor_name": "Momcozy April",
"type": "ChatMessage",
"original_message": {
"id": "6a02f3cdc150979d25d52d96",
"received": "2026-05-12T09:33:01.082Z",
"author": {
"type": "BUSINESS",
"display_name": "Momcozy April",
"avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
},
"content": {
"text": {
"type": "text",
"text": "Let me check that for you. Please give me time as I will need to pull up your order and check for troubleshooting steps for you to try."
}
},
"source": {
"type": "zd:agentWorkspace",
"original_message_timestamp": "2026-05-12T09:33:01.029Z"
},
"metadata": {
"fields": {
"__zendesk_msg.agent.id": {
"string_value": "33115736919705"
},
"__zendesk_msg.client_message_id": {
"string_value": "91390a00-4de5-11f1-af84-7379043056f1"
}
}
}
},
"chat_index": 57
},
{
"type": "ChatMessageStatus",
"actor_type": "end-user",
"actor_id": "57842986703385",
"actor_name": "",
"timestamp": 1778578381204,
"status_ts": 1778578381204,
"event_id": "6a02f3cdb20a2cb9a50d7d83",
"status": "DELIVERY_SUCCESS",
"message_id": "6a02f3cdc150979d25d52d96",
"chat_index": 58
}
],
"webpath": [],
"channel": "native_messaging"
},
"via": {
"channel": "native_messaging",
"source": {
"from": {},
"to": {},
"rel": null
}
},
"created_at": "2026-05-12T09:31:19Z",
"metadata": {
"system": {},
"custom": {}
}
}
],
"users": [
{
"id": 33115736919705,
"url": "https://rootglobal.zendesk.com/api/v2/users/33115736919705.json",
"name": "BL-Chat-April",
"email": "root-support-07@rootglobal.net",
"created_at": "2024-05-30T03:23:40Z",
"updated_at": "2026-05-13T13:33:02Z",
"time_zone": "Beijing",
"iana_time_zone": "Asia/Shanghai",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Momcozy April",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-13T01:00:06Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 52002469607449,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 57844602331545,
"url": "https://rootglobal.zendesk.com/api/v2/users/57844602331545.json",
"name": "Web User 6a02f2dd5ad04d5a8d814083",
"email": null,
"created_at": "2026-05-12T09:29:08Z",
"updated_at": "2026-05-12T09:31:19Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": false,
"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
"custom_role_id": null,
"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
"restricted_agent": true,
"suspended": false,
"default_group_id": null,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 20
}