提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251192",
"subject": "Voicemail from: Caller +44 7854 097327",
"description": "Call from: +44 7854 097327\nCall to: +44 845 351 1671\nTime of call: May 12, 2026 at 11:03:16 AM UTC",
"status": "solved",
"priority": "high",
"product_model": "Product Inquiry::CI-Inquire about how to use",
"created_at": "2026-05-12T11:03:39Z",
"updated_at": "2026-05-12T16:17:08Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "BM04 | App issue - split screen",
"agents_notes": "BM04 | App issue - split screen",
"category_field_id": "34154549939865",
"category_name": "Product Inquiry::CI-Inquire about how to use",
"category_value": "product_inquiry__ci-inquire_about_how_to_use",
"category_zh": "使用方法咨询"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 4,
"voice": 4,
"system": 1
}
},
"messages": [
{
"conversation_id": "57853878051737",
"type": "Comment",
"created_at": "2026-05-12T16:17:08Z",
"author_id": "42731151745433",
"author_name": "CT-Moel",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB\nIssue Details: BM04 | App issue - split screen\nResolution Offered: educ | offered 30% partial ref | adv already opened and non returnable according to policy\nCustomer Responses: cx will callback and will decide\nFollow-up Actions: NA\nEscalation Details: NA"
},
{
"conversation_id": "57853840420121",
"type": "Comment",
"created_at": "2026-05-12T16:09:56Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer purchased the BM04 camera system from Momcozy and is experiencing issues with the mobile app. The main problem is the app only allows viewing one camera at a time; split-screen or simultaneous multi-camera viewing on the app is not supported. Customer requires multi-camera viewing via app due to having 4 children to monitor simultaneously or cycle through easily. Agent confirmed split-screen viewing is only supported on the physical monitor device, not on the app. Customer inquired about returns despite having opened and set up the system; agent stated returns are not accepted once product is opened and installed. Agent offered a 15% partial refund to keep the product; later increased offer to 30% partial refund due to customer’s inability to use the product as intended. Customer requested to discuss options with her husband before deciding. Agent agreed and invited customer to call back within an hour or next day, assuring a note would be documented to avoid repeating the issue. Agent committed to handling follow-up call personally or returning voicemail if needed. Current status: Customer deciding on whether to accept partial refund or pursue other options; no return accepted due to opened product. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57853795287321",
"type": "Comment",
"created_at": "2026-05-12T16:09:46Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00CustomerHello? Hi.00:03AgentThis is from momcozy. I'm just returning your call.00:06CustomerHi. Thank you for giving me a callback.00:09AgentNot a problem. Mhmm.00:11CustomerI ordered the b m 0 4 camera system the other day, and it's just arrived. I set it up last night, but I'm having an issue with the app, which is making it kind of unusable in my house Because I can't seem to be able to get it, the app, to show more than 1 camera. 1, to have to actually click each camera, look at that 1, then go off it and look at the next 1. But that won't work for me because I've got 4 children that I need to keep an eye on all of them at the same time or at least be able to cycle through them.00:56AgentI understand. So, basically, this is an app issue, ma'am. You're not able to split the screen. Correct?01:04CustomerPardon? Say that again.01:07AgentYou're not able to split the screen when using the app?01:11CustomerExactly. Yes. I can't split the screen or cycle through them.01:16AgentI see. Alright, ma'am. Let me just go ahead and try to double check. What is the order number, ma'am, for your purchase?01:23CustomerI'll just have to check the box. Give me a second.01:27AgentSure.01:28CustomerOrder number is 16599271.01:46AgentAlright. Thank you so much. Let me just go ahead and try to double check, see if we have any tips on how you can actually manage to view 2 cameras at once. Okay?01:57CustomerThank you.04:27AgentAlright, ma'am. Uh, thank you so much for waiting on the line. So sorry about that. So I did try to actually double check, um, our resources or even the manual for the b m 0 4, ma'am, which is the 1 that you had purchased. So for split screen, it's only supported on the monitor itself.04:45AgentIt is actually not supported on the momcozy app. The only option here is to view sim simultaneously. So if you have to click 1 camera, you can only view 1 camera at at the time.05:02CustomerWell, can I return the system then even though I've opened it and installed it? Because I can't use it if I can only see 1 at once.05:15AgentUnderstand. Because, actually, since the product is already set up or already opened, we won't be able to accept any return, ma'am, for the product. However, if you want, I can still offer you a partial refund, ma'am, in this matter. We can at least offer 15% of a partial refund if you decide to keep the product.05:33CustomerWell, I can't keep the product because I can't use it. It doesn't it doesn't work in my house. I can't use this the parent monitor because it's the it won't reach all areas of the house. So I was relying on the app version for when I'm in certain parts of the house and but I can't see the children.06:00AgentUnderstand. Because, actually, it's not supported to have a split screen. It's only applicable on the monitor. So for the app itself, it's simultaneous viewing only. So instead of 15%, ma'am, what about the 30% partial refund, and then you can keep the product?06:20AgentIs is06:24Customerit would it be okay if I speak to my husband about this and get back to you?06:29AgentNot a problem. You can actually call us back, ma'am, regards to this. If it takes, like, more than an hour or so, you can call us back tomorrow. I'd be sure to answer your phone call around 9AM in your time to, uh, 6. Okay?06:44CustomerOkay. Thank you. Is it possible to write a note of what, uh, what we've spoken about so I don't have to go through it all again with somebody else?06:51AgentNot a problem at all, ma'am. So for this, I can make a documentation. You should be the 1 or, I mean, I should be the 1 to handle your call even after an hour or most likely tomorrow. If you're not able to reach our phone line, just leave a voice mail. I'd be sure to get in touch with you, ma'am.07:08CustomerOkay. Thank you very much. Thank you.07:11AgentYou're welcome. Have a good 1. Bye bye.07:13CustomerYou too. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57853805138585",
"type": "VoiceComment",
"created_at": "2026-05-12T16:08:29Z",
"author_id": "42731151745433",
"author_name": "CT-Moel",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +44 7854 097327\nCall Details:\n\nCall from: +44 845 351 1671\nCall to: +44 7854 097327\nTime of call: 2026-05-12 16:00:59 UTC\nCalled by: CT-Moel\nLength of phone call: 7 minutes, 29 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe892554a83104e70b1e0eec37de217a2/twilio/recording"
},
{
"conversation_id": "57847727269529",
"type": "VoiceComment",
"created_at": "2026-05-12T11:08:55Z",
"author_id": "57847589765657",
"author_name": "Caller +44 7854 097327",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +44 7854 097327\nCall Details:\n\nCall from: +44 7854 097327\nCall to: +44 845 351 1671\nTime of call: 2026-05-12 11:06:04 UTC\nLocation: United Kingdom\nAnswered by: Caller +44 7854 097327\nLength of phone call: 2 minutes, 49 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe2c763821bcf594b8fc39aab83a665bb/twilio/voicemail/recording"
},
{
"conversation_id": "57847715189657",
"type": "Comment",
"created_at": "2026-05-12T11:06:39Z",
"author_id": "32358742915609",
"author_name": "RT-SYS-Admin",
"author_role": "admin",
"sender_type": "internal",
"channel": "system",
"public": false,
"recording_type": "",
"text": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1251200 \"Call with Caller +44 7854 097327\" was closed and auto merged into this request. Last comment in request #1251200:"
},
{
"conversation_id": "57847668536729",
"type": "Comment",
"created_at": "2026-05-12T11:06:03Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n Call could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified."
},
{
"conversation_id": "57847663191065",
"type": "VoiceComment",
"created_at": "2026-05-12T11:06:00Z",
"author_id": "57847589765657",
"author_name": "Caller +44 7854 097327",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +44 7854 097327\nCall Details:\n\nCall from: +44 7854 097327\nCall to: +44 845 351 1671\nTime of call: 2026-05-12 11:03:16 UTC\nLocation: United Kingdom\nAnswered by: Caller +44 7854 097327\nLength of phone call: 2 minutes, 42 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA9da60034fb8c2d1347903bbb687a42da/twilio/voicemail/recording"
},
{
"conversation_id": "57847571311129",
"type": "Comment",
"created_at": "2026-05-12T11:03:39Z",
"author_id": "57847589765657",
"author_name": "Caller +44 7854 097327",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +44 7854 097327\n\nCall to: +44 845 351 1671\n\nTime of call: May 12, 2026 at 11:03:16 AM UTC"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57853878051737,
"type": "Comment",
"author_id": 42731151745433,
"body": "Customer Communications: OB\nIssue Details: BM04 | App issue - split screen\nResolution Offered: educ | offered 30% partial ref | adv already opened and non returnable according to policy\nCustomer Responses: cx will callback and will decide\nFollow-up Actions: NA\nEscalation Details: NA",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB<br>Issue Details: BM04 | App issue - split screen<br>Resolution Offered: educ | offered 30% partial ref | adv already opened and non returnable according to policy<br>Customer Responses: cx will callback and will decide<br>Follow-up Actions: NA<br>Escalation Details: NA<br></div>",
"plain_body": "Customer Communications: OB\nIssue Details: BM04 | App issue - split screen\nResolution Offered: educ | offered 30% partial ref | adv already opened and non returnable according to policy\nCustomer Responses: cx will callback and will decide\nFollow-up Actions: NA\nEscalation Details: NA",
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"locale": "en",
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"created_at": "2026-05-12T16:17:08Z",
"metadata": {
"system": {
"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
"ip_address": "127.0.0.6",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
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{
"id": 57853840420121,
"type": "Comment",
"author_id": -1,
"body": "#### **Call summary:**\n\n\n- Customer purchased the BM04 camera system from Momcozy and is experiencing issues with the mobile app.\n- The main problem is the app only allows viewing one camera at a time; split-screen or simultaneous multi-camera viewing on the app is not supported.\n- Customer requires multi-camera viewing via app due to having 4 children to monitor simultaneously or cycle through easily.\n- Agent confirmed split-screen viewing is only supported on the physical monitor device, not on the app.\n- Customer inquired about returns despite having opened and set up the system; agent stated returns are not accepted once product is opened and installed.\n- Agent offered a 15% partial refund to keep the product; later increased offer to 30% partial refund due to customer’s inability to use the product as intended.\n- Customer requested to discuss options with her husband before deciding.\n- Agent agreed and invited customer to call back within an hour or next day, assuring a note would be documented to avoid repeating the issue.\n- Agent committed to handling follow-up call personally or returning voicemail if needed.\n- Current status: Customer deciding on whether to accept partial refund or pursue other options; no return accepted due to opened product.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer purchased the BM04 camera system from Momcozy and is experiencing issues with the mobile app.</li><li>The main problem is the app only allows viewing one camera at a time; split-screen or simultaneous multi-camera viewing on the app is not supported.</li><li>Customer requires multi-camera viewing via app due to having 4 children to monitor simultaneously or cycle through easily.</li><li>Agent confirmed split-screen viewing is only supported on the physical monitor device, not on the app.</li><li>Customer inquired about returns despite having opened and set up the system; agent stated returns are not accepted once product is opened and installed.</li><li>Agent offered a 15% partial refund to keep the product; later increased offer to 30% partial refund due to customer’s inability to use the product as intended.</li><li>Customer requested to discuss options with her husband before deciding.</li><li>Agent agreed and invited customer to call back within an hour or next day, assuring a note would be documented to avoid repeating the issue.</li><li>Agent committed to handling follow-up call personally or returning voicemail if needed.</li><li>Current status: Customer deciding on whether to accept partial refund or pursue other options; no return accepted due to opened product.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer purchased the BM04 camera system from Momcozy and is experiencing issues with the mobile app. The main problem is the app only allows viewing one camera at a time; split-screen or simultaneous multi-camera viewing on the app is not supported. Customer requires multi-camera viewing via app due to having 4 children to monitor simultaneously or cycle through easily. Agent confirmed split-screen viewing is only supported on the physical monitor device, not on the app. Customer inquired about returns despite having opened and set up the system; agent stated returns are not accepted once product is opened and installed. Agent offered a 15% partial refund to keep the product; later increased offer to 30% partial refund due to customer’s inability to use the product as intended. Customer requested to discuss options with her husband before deciding. Agent agreed and invited customer to call back within an hour or next day, assuring a note would be documented to avoid repeating the issue. Agent committed to handling follow-up call personally or returning voicemail if needed. Current status: Customer deciding on whether to accept partial refund or pursue other options; no return accepted due to opened product. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"created_at": "2026-05-12T16:09:56Z",
"metadata": {
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{
"id": 57853795287321,
"type": "Comment",
"author_id": -1,
"body": "#### **Call transcript:**\n\n\n**00:00** **Customer** Hello? Hi.\n**00:03** **Agent** This is from momcozy. I'm just returning your call.\n**00:06** **Customer** Hi. Thank you for giving me a callback.\n**00:09** **Agent** Not a problem. Mhmm.\n**00:11** **Customer** I ordered the b m 0 4 camera system the other day, and it's just arrived. I set it up last night, but I'm having an issue with the app, which is making it kind of unusable in my house Because I can't seem to be able to get it, the app, to show more than 1 camera. 1, to have to actually click each camera, look at that 1, then go off it and look at the next 1. But that won't work for me because I've got 4 children that I need to keep an eye on all of them at the same time or at least be able to cycle through them.\n**00:56** **Agent** I understand. So, basically, this is an app issue, ma'am. You're not able to split the screen. Correct?\n**01:04** **Customer** Pardon? Say that again.\n**01:07** **Agent** You're not able to split the screen when using the app?\n**01:11** **Customer** Exactly. Yes. I can't split the screen or cycle through them.\n**01:16** **Agent** I see. Alright, ma'am. Let me just go ahead and try to double check. What is the order number, ma'am, for your purchase?\n**01:23** **Customer** I'll just have to check the box. Give me a second.\n**01:27** **Agent** Sure.\n**01:28** **Customer** Order number is 16599271.\n**01:46** **Agent** Alright. Thank you so much. Let me just go ahead and try to double check, see if we have any tips on how you can actually manage to view 2 cameras at once. Okay?\n**01:57** **Customer** Thank you.\n**04:27** **Agent** Alright, ma'am. Uh, thank you so much for waiting on the line. So sorry about that. So I did try to actually double check, um, our resources or even the manual for the b m 0 4, ma'am, which is the 1 that you had purchased. So for split screen, it's only supported on the monitor itself.\n**04:45** **Agent** It is actually not supported on the momcozy app. The only option here is to view sim simultaneously. So if you have to click 1 camera, you can only view 1 camera at at the time.\n**05:02** **Customer** Well, can I return the system then even though I've opened it and installed it? Because I can't use it if I can only see 1 at once.\n**05:15** **Agent** Understand. Because, actually, since the product is already set up or already opened, we won't be able to accept any return, ma'am, for the product. However, if you want, I can still offer you a partial refund, ma'am, in this matter. We can at least offer 15% of a partial refund if you decide to keep the product.\n**05:33** **Customer** Well, I can't keep the product because I can't use it. It doesn't it doesn't work in my house. I can't use this the parent monitor because it's the it won't reach all areas of the house. So I was relying on the app version for when I'm in certain parts of the house and but I can't see the children.\n**06:00** **Agent** Understand. Because, actually, it's not supported to have a split screen. It's only applicable on the monitor. So for the app itself, it's simultaneous viewing only. So instead of 15%, ma'am, what about the 30% partial refund, and then you can keep the product?\n**06:20** **Agent** Is is\n**06:24** **Customer** it would it be okay if I speak to my husband about this and get back to you?\n**06:29** **Agent** Not a problem. You can actually call us back, ma'am, regards to this. If it takes, like, more than an hour or so, you can call us back tomorrow. I'd be sure to answer your phone call around 9AM in your time to, uh, 6. Okay?\n**06:44** **Customer** Okay. Thank you. Is it possible to write a note of what, uh, what we've spoken about so I don't have to go through it all again with somebody else?\n**06:51** **Agent** Not a problem at all, ma'am. So for this, I can make a documentation. You should be the 1 or, I mean, I should be the 1 to handle your call even after an hour or most likely tomorrow. If you're not able to reach our phone line, just leave a voice mail. I'd be sure to get in touch with you, ma'am.\n**07:08** **Customer** Okay. Thank you very much. Thank you.\n**07:11** **Agent** You're welcome. Have a good 1. Bye bye.\n**07:13** **Customer** You too. Bye bye. Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Hi.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">This is from momcozy. I'm just returning your call.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for giving me a callback.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not a problem. Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I ordered the b m 0 4 camera system the other day, and it's just arrived. I set it up last night, but I'm having an issue with the app, which is making it kind of unusable in my house Because I can't seem to be able to get it, the app, to show more than 1 camera. 1, to have to actually click each camera, look at that 1, then go off it and look at the next 1. But that won't work for me because I've got 4 children that I need to keep an eye on all of them at the same time or at least be able to cycle through them.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I understand. So, basically, this is an app issue, ma'am. You're not able to split the screen. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Pardon? Say that again.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're not able to split the screen when using the app?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Exactly. Yes. I can't split the screen or cycle through them.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. Alright, ma'am. Let me just go ahead and try to double check. What is the order number, ma'am, for your purchase?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'll just have to check the box. Give me a second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Order number is 16599271.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much. Let me just go ahead and try to double check, see if we have any tips on how you can actually manage to view 2 cameras at once. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright, ma'am. Uh, thank you so much for waiting on the line. So sorry about that. So I did try to actually double check, um, our resources or even the manual for the b m 0 4, ma'am, which is the 1 that you had purchased. So for split screen, it's only supported on the monitor itself.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It is actually not supported on the momcozy app. The only option here is to view sim simultaneously. So if you have to click 1 camera, you can only view 1 camera at at the time.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, can I return the system then even though I've opened it and installed it? Because I can't use it if I can only see 1 at once.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Understand. Because, actually, since the product is already set up or already opened, we won't be able to accept any return, ma'am, for the product. However, if you want, I can still offer you a partial refund, ma'am, in this matter. We can at least offer 15% of a partial refund if you decide to keep the product.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, I can't keep the product because I can't use it. It doesn't it doesn't work in my house. I can't use this the parent monitor because it's the it won't reach all areas of the house. So I was relying on the app version for when I'm in certain parts of the house and but I can't see the children.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Understand. Because, actually, it's not supported to have a split screen. It's only applicable on the monitor. So for the app itself, it's simultaneous viewing only. So instead of 15%, ma'am, what about the 30% partial refund, and then you can keep the product?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is is</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">it would it be okay if I speak to my husband about this and get back to you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not a problem. You can actually call us back, ma'am, regards to this. If it takes, like, more than an hour or so, you can call us back tomorrow. I'd be sure to answer your phone call around 9AM in your time to, uh, 6. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you. Is it possible to write a note of what, uh, what we've spoken about so I don't have to go through it all again with somebody else?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not a problem at all, ma'am. So for this, I can make a documentation. You should be the 1 or, I mean, I should be the 1 to handle your call even after an hour or most likely tomorrow. If you're not able to reach our phone line, just leave a voice mail. I'd be sure to get in touch with you, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you very much. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You're welcome. Have a good 1. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You too. Bye bye. Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:00CustomerHello? Hi.00:03AgentThis is from momcozy. I'm just returning your call.00:06CustomerHi. Thank you for giving me a callback.00:09AgentNot a problem. Mhmm.00:11CustomerI ordered the b m 0 4 camera system the other day, and it's just arrived. I set it up last night, but I'm having an issue with the app, which is making it kind of unusable in my house Because I can't seem to be able to get it, the app, to show more than 1 camera. 1, to have to actually click each camera, look at that 1, then go off it and look at the next 1. But that won't work for me because I've got 4 children that I need to keep an eye on all of them at the same time or at least be able to cycle through them.00:56AgentI understand. So, basically, this is an app issue, ma'am. You're not able to split the screen. Correct?01:04CustomerPardon? Say that again.01:07AgentYou're not able to split the screen when using the app?01:11CustomerExactly. Yes. I can't split the screen or cycle through them.01:16AgentI see. Alright, ma'am. Let me just go ahead and try to double check. What is the order number, ma'am, for your purchase?01:23CustomerI'll just have to check the box. Give me a second.01:27AgentSure.01:28CustomerOrder number is 16599271.01:46AgentAlright. Thank you so much. Let me just go ahead and try to double check, see if we have any tips on how you can actually manage to view 2 cameras at once. Okay?01:57CustomerThank you.04:27AgentAlright, ma'am. Uh, thank you so much for waiting on the line. So sorry about that. So I did try to actually double check, um, our resources or even the manual for the b m 0 4, ma'am, which is the 1 that you had purchased. So for split screen, it's only supported on the monitor itself.04:45AgentIt is actually not supported on the momcozy app. The only option here is to view sim simultaneously. So if you have to click 1 camera, you can only view 1 camera at at the time.05:02CustomerWell, can I return the system then even though I've opened it and installed it? Because I can't use it if I can only see 1 at once.05:15AgentUnderstand. Because, actually, since the product is already set up or already opened, we won't be able to accept any return, ma'am, for the product. However, if you want, I can still offer you a partial refund, ma'am, in this matter. We can at least offer 15% of a partial refund if you decide to keep the product.05:33CustomerWell, I can't keep the product because I can't use it. It doesn't it doesn't work in my house. I can't use this the parent monitor because it's the it won't reach all areas of the house. So I was relying on the app version for when I'm in certain parts of the house and but I can't see the children.06:00AgentUnderstand. Because, actually, it's not supported to have a split screen. It's only applicable on the monitor. So for the app itself, it's simultaneous viewing only. So instead of 15%, ma'am, what about the 30% partial refund, and then you can keep the product?06:20AgentIs is06:24Customerit would it be okay if I speak to my husband about this and get back to you?06:29AgentNot a problem. You can actually call us back, ma'am, regards to this. If it takes, like, more than an hour or so, you can call us back tomorrow. I'd be sure to answer your phone call around 9AM in your time to, uh, 6. Okay?06:44CustomerOkay. Thank you. Is it possible to write a note of what, uh, what we've spoken about so I don't have to go through it all again with somebody else?06:51AgentNot a problem at all, ma'am. So for this, I can make a documentation. You should be the 1 or, I mean, I should be the 1 to handle your call even after an hour or most likely tomorrow. If you're not able to reach our phone line, just leave a voice mail. I'd be sure to get in touch with you, ma'am.07:08CustomerOkay. Thank you very much. Thank you.07:11AgentYou're welcome. Have a good 1. Bye bye.07:13CustomerYou too. Bye bye. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Outbound call to +44 7854 097327\nCall Details:\n\nCall from: +44 845 351 1671\nCall to: +44 7854 097327\nTime of call: 2026-05-12 16:00:59 UTC\nCalled by: CT-Moel\nLength of phone call: 7 minutes, 29 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe892554a83104e70b1e0eec37de217a2/twilio/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Outbound call to +44 7854 097327<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +44 845 351 1671<br>\nCall to: +44 7854 097327<br>\nTime of call: 2026-05-12 16:00:59 UTC<br>\nCalled by: CT-Moel<br>\nLength of phone call: 7 minutes, 29 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe892554a83104e70b1e0eec37de217a2/twilio/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe892554a83104e70b1e0eec37de217a2/twilio/recording</a></p></div>",
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"body": "Voicemail from +44 7854 097327\nCall Details:\n\nCall from: +44 7854 097327\nCall to: +44 845 351 1671\nTime of call: 2026-05-12 11:06:04 UTC\nLocation: United Kingdom\nAnswered by: Caller +44 7854 097327\nLength of phone call: 2 minutes, 49 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe2c763821bcf594b8fc39aab83a665bb/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +44 7854 097327\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +44 7854 097327\n<br>Call to: +44 845 351 1671\n<br>Time of call: 2026-05-12 11:06:04 UTC\n<br>Location: United Kingdom\n<br>Answered by: Caller +44 7854 097327\n<br>Length of phone call: 2 minutes, 49 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe2c763821bcf594b8fc39aab83a665bb/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAe2c763821bcf594b8fc39aab83a665bb/twilio/voicemail/recording</a></p></div>",
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"body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.\n\n\nRequest #1251200 \"Call with Caller +44 7854 097327\" was closed and auto merged into this request. Last comment in request #1251200:",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.</p>\n<p dir=\"auto\">Request <a href=\"/agent/tickets/1251200\" target=\"_blank\" rel=\"ticket\">#1251200</a> \"Call with Caller +44 7854 097327\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1251200\" target=\"_blank\" rel=\"ticket\">#1251200</a>:</p></div>",
"plain_body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier. \n Request #1251200 \"Call with Caller +44 7854 097327\" was closed and auto merged into this request. Last comment in request #1251200:",
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"body": "#### **Call transcript:**\n\n\nCall could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><p dir=\"auto\">Call could not be transcribed or summarized. This can happen when audio is unclear, no speech is detected, or the language could not be identified.</p></div>",
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