与 Carly Thamer 的对话

{
  "ticket": {
    "ticket_id": "1251718",
    "subject": "Conversation with Carly Thamer",
    "description": "Conversation with Web User 6a033a93dd887a2aa85f2daf",
    "status": "solved",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-12T14:41:19Z",
    "updated_at": "2026-05-12T14:58:23Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "OOW",
    "agents_notes": "OOW",
    "category_field_id": "34154549939865",
    "category_name": "CPI::Unable to power on",
    "category_value": "cpi__unable_to_power_on",
    "category_zh": "无法开机"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "native_messaging": 4,
      "chat_transcript": 3,
      "web": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57852712394777",
      "type": "ReEngagementSent",
      "created_at": "2026-05-12T14:58:23Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "unknown",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57852715046553",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-12T14:57:46Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57852536166041",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-12T14:47:46Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57852573449881",
      "type": "Comment",
      "created_at": "2026-05-12T14:47:40Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(22:35:00) 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(22:35:11) Web User 6a033a93dd887a2aa85f2daf: After-sales service\n\n(22:35:18) 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(22:36:04) Web User 6a033a93dd887a2aa85f2daf: I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. \n\n(22:36:20) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! \n\n 1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. \n\n If none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!\n\n(22:36:24) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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(22:38:20) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(22:38:21) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(22:39:07) Web User 6a033a93dd887a2aa85f2daf: It didn't work\n\n(22:39:19) Momcozy: I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!\n\n(22:39:23) Momcozy: To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(22:39:51) Web User 6a033a93dd887a2aa85f2daf: I bought it on amazon\n\n(22:39:57) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!\n\n(22:40:44) Web User 6a033a93dd887a2aa85f2daf: Order #113-5694067-8394637\n\n(22:40:50) 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(22:40:50) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(22:40:57) Web User 6a033a93dd887a2aa85f2daf: Yes\n\n(22:41:03) Momcozy: Could you please let me know your name and email address?\n\n(22:41:13) Web User 6a033a93dd887a2aa85f2daf: name: Carly\n\nemail: Cthamer11@yahoo.com\n\n(22:41:18) Momcozy: Transferring to a human agent.\n\n(22:41:35) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\n Thank you!\n\n(22:43:42) Momcozy Lisa: Hello Carly😊\n\n \n\nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n\n \n\nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n\n \n\nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n\n \n\nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n\n \n\nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.\n\n(22:44:27) Carly: I guess that's fine\n\n(22:44:49) Carly: Carly Donnet\n\n(22:45:33) Momcozy Lisa: Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!\n\n(22:46:49) Momcozy Lisa: Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon! \n\n \n\nHow to use your discount code: \n\n 1. At checkout, locate the “Discount Code” field.\n\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n\n 3. Click Apply to see your discount reflected in the total.\n\n(22:47:07) Carly: Ok thank you\n\n(22:47:30) Momcozy Lisa: You're very welcome!\n\n \n\nThank you so much for your cooperation and patience while we worked through this together. 💛\n\n \n\nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n\n \n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n\n \n\nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n \n\nWishing you a wonderful day ahead!"
    },
    {
      "conversation_id": "57852573449753",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-12T14:47:40Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57852557793689",
      "type": "Comment",
      "created_at": "2026-05-12T14:47:38Z",
      "author_id": "35068046653593",
      "author_name": "BL-Chat-Irene",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "![](https://rootglobal.zendesk.com/attachments/token/MHTyL4E0HfVv6DJO7mVUlGCrv/?name=image.png)"
    },
    {
      "conversation_id": "57852334921241",
      "type": "Comment",
      "created_at": "2026-05-12T14:41:19Z",
      "author_id": "57852334910233",
      "author_name": "Web User 6a033a93dd887a2aa85f2daf",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "native_messaging",
      "public": false,
      "recording_type": "",
      "text": "Conversation with Web User 6a033a93dd887a2aa85f2daf"
    },
    {
      "conversation_id": "57852334921113",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-12T14:41:19Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    }
  ]
}

{
  "translated_subject": "与 Carly Thamer 的对话",
  "translated_description": "与 Web 用户 6a033a93dd887a2aa85f2daf 的对话",
  "translated_agents_notes": "过保 (OOW)",
  "translated_category_label": "CPI::无法开机",
  "translated_messages": [
    {
      "conversation_id": "57852712394777",
      "created_at": "2026-05-12T14:58:23Z",
      "sender_type": "unknown",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57852715046553",
      "created_at": "2026-05-12T14:57:46Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57852536166041",
      "created_at": "2026-05-12T14:47:46Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57852573449881",
      "created_at": "2026-05-12T14:47:40Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(22:35:00) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（哺乳咨询及母婴健康护理）、BABYMONITOR (BM03/BM04) 固件更新、产品与活动咨询、订单状态与物流问题、售后服务、其他咨询\n\n(22:35:11) Web 用户 6a033a93dd887a2aa85f2daf: 售后服务\n\n(22:35:18) Momcozy: 如果您在产品使用过程中遇到任何问题或有其他售后需求，请随时告诉我。我会尽力协助您解决！\n\n(22:36:04) Web 用户 6a033a93dd887a2aa85f2daf: 我在 2024 年 9 月购买了一台 Momcozy M9。我只用过一次，今天打算用的时候，它无法开机，充电时电池指示灯也不亮。\n\n(22:36:20) Momcozy: 让我们尝试几个简单的步骤，让您的 Momcozy M9 重新恢复工作！\n\n1. 长按电源按钮 2 秒以上，确保操作方式正确。\n2. 在再次尝试之前，请先充电至少 30 分钟，特别是如果电池可能完全耗尽的情况。\n3. 尝试使用您确定可以正常工作的其他充电线和适配器，以防原装配件有缺陷。\n4. 检查 Type-C 端口是否有损坏、阻塞或针脚弯曲。\n5. 如果屏幕亮起但电机不运转，可能是吸乳器电机问题。\n\n如果这些步骤都没有帮助，请停止使用吸乳器并联系客户支持。另外，请记住——吸乳器在充电时无法使用！\n\n(22:36:24) Momcozy: 让我们尝试几个简单的步骤，让您的 Momcozy M9 重新恢复工作！请长按电源按钮 2 秒以上，确保它正在开启。请充电至少 30 分钟，特别是如果电池可能完全耗尽的情况。尝试使用您确定可以工作的其他充电线和适配器，以防万一。检查 Type-C 端口是否有任何损坏或阻塞。如果屏幕亮起但电机不运转，可能是电机问题。您可以先尝试一下。如果仍未解决问题，请随时联系我们，我们将为您进行下一步处理。\n\n(22:38:20) Momcozy: 感谢您的咨询。目前我们还没有收到您的新消息。如果您有任何其他问题，我们将继续为您服务。\n\n(22:38:21) Momcozy: 您如何评价您的体验？\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, 暂不评价\n\n(22:39:07) Web 用户 6a033a93dd887a2aa85f2daf: 没有用\n\n(22:39:19) Momcozy: 非常抱歉这些步骤没能解决问题！别担心——接下来我会安排我们的专员团队为您提供帮助。我们在这里确保您获得所需的直接支持！\n\n(22:39:23) Momcozy: 为了帮助我们尽快将您的案例转交给专员团队，能否请您告知您的订单号？非常感谢！\n\n(22:39:51) Web 用户 6a033a93dd887a2aa85f2daf: 我是在亚马逊上买的\n\n(22:39:57) Momcozy: 能否请您分享您的亚马逊订单号？这将帮助我们更快地将您的案例转交给专员团队。非常感谢您的帮助！\n\n(22:40:44) Web 用户 6a033a93dd887a2aa85f2daf: 订单号 #113-5694067-8394637\n\n(22:40:50) Momcozy: 很抱歉我们没能找到您需要的答案。您可以尝试询问其他问题，或联系客服寻求帮助。\n\n(22:40:50) Momcozy: 您现在需要我为您联系人工客服吗？\n\n是，否\n\n(22:40:57) Web 用户 6a033a93dd887a2aa85f2daf: 是\n\n(22:41:03) Momcozy: 请问您的姓名和电子邮件地址是多少？\n\n(22:41:13) Web 用户 6a033a93dd887a2aa85f2daf: 姓名: Carly\n邮箱: Cthamer11@yahoo.com\n\n(22:41:18) Momcozy: 正在转接人工客服。\n\n(22:41:35) Momcozy Lisa: 你好😊\n\n希望您度过愉快的一天。我很乐意协助您处理任何问题或疑虑。请稍等片刻，我正在收集您所需的信息。\n\n谢谢！\n\n(22:43:42) Momcozy Lisa: 你好 Carly😊\n\n非常感谢您的耐心等待并与我们分享您的详细信息。听到您的 Momcozy M9 出现故障，我们深感抱歉。\n\n在查看您的案例并确认购买日期后，遗憾地发现该机器已超出我们的保修期，因此我们目前无法通过系统提供更换服务。\n\n但是，我们非常重视您的体验，并希望为您提供一些便利。作为我们诚挚的歉意，我们愿为您提供一个 60 美元的现金折扣码，可在我们的官方网站 momcozy.com 购买任何新商品时使用。\n\n如果这对您来说没问题，能否请您确认您的全名？一旦收到确认，我们将立即为您准备折扣码！\n\n非常感谢您的理解以及对 Momcozy 的持续信任。如果您还有其他需要帮助的地方，请随时联系——我们随时为您提供支持。\n\n(22:44:27) Carly: 我想那也可以\n\n(22:44:49) Carly: Carly Donnet\n\n(22:45:33) Momcozy Lisa: 非常感谢您的理解，Carly。我现在将开始处理您的 60 美元现金折扣码。请稍等片刻，我为您准备好！\n\n(22:46:49) Momcozy Lisa: 您的专属现金优惠码将在 1-2 个工作日内创建，折扣码内容即为您的全名。准备就绪后，您可以在我们的官方网站 momcozy.com 下单，并使用您的全名作为折扣码。提个醒——该码有效期为一个月，请务必尽快使用！\n\n如何使用您的折扣码：\n1. 在结账页面，找到“Discount Code（折扣码）”字段。\n2. 输入包含空格的全名，完全按照如下所示——例如：Jane Doe\n3. 点击 Apply（应用）即可看到总额中扣除了折扣。\n\n(22:47:07) Carly: 好的，谢谢\n\n(22:47:30) Momcozy Lisa: 不客气！\n\n非常感谢您在我们共同处理此问题期间的配合与耐心。💛\n\n我即将关闭此次对话，但请记住，如果您需要更多帮助，我们随时都在。\n\n感谢您选择 Momcozy —— 我们非常感谢您的时间和理解，并随时乐意在您需要时提供支持。🌷\n\n我们也希望听取您对我今天提供的协助的反馈，这有助于我们为您和其他妈妈不断改进服务。💬\n\n祝您度过美好的一天！"
    },
    {
      "conversation_id": "57852573449753",
      "created_at": "2026-05-12T14:47:40Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57852557793689",
      "created_at": "2026-05-12T14:47:38Z",
      "sender_type": "internal",
      "author_name": "BL-Chat-Irene",
      "channel": "web",
      "translated_text": "![](https://rootglobal.zendesk.com/attachments/token/MHTyL4E0HfVv6DJO7mVUlGCrv/?name=image.png)"
    },
    {
      "conversation_id": "57852334921241",
      "created_at": "2026-05-12T14:41:19Z",
      "sender_type": "internal",
      "author_name": "Web User 6a033a93dd887a2aa85f2daf",
      "channel": "native_messaging",
      "translated_text": "与 Web 用户 6a033a93dd887a2aa85f2daf 的对话"
    },
    {
      "conversation_id": "57852334921113",
      "created_at": "2026-05-12T14:41:19Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    }
  ],
  "chinese_reading_text": "工单标题：与 Carly Thamer 的对话\n既有分类：CPI::无法开机\n产品型号：milk pump::Momcozy::M9\n客服备注：过保 (OOW)\n工单描述：与 Web 用户 6a033a93dd887a2aa85f2daf 的对话\n\n会话记录：\n(2026-05-12) 用户反馈 2024 年 9 月购买的 M9 无法开机且充电无反应。系统自动提供了长按电源、充电 30 分钟、更换线材、检查端口等排查步骤，用户尝试后表示无效。用户提供了亚马逊订单号 #113-5694067-8394637。随后人工客服 Lisa 接入，确认产品已过保修期，无法提供免费更换，但为了表示歉意，为用户提供了价值 60 美元的官网折扣码（折扣码为用户姓名 Carly Donnet），有效期一个月。用户表示接受，问题解决。",
  "translation_notes": [
    "OOW 已翻译为‘过保 (Out of Warranty)’",
    "折扣码使用规则已按原文完整翻译，保留了姓名占位符示例",
    "订单号和链接已原样保留"
  ]
}

{
  "custom_fields": [
    {
      "id": 32685292044825,
      "value": "amz",
      "name": "AMZ"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "OOW"
    },
    {
      "id": 34154549939865,
      "value": "cpi__unable_to_power_on",
      "name": "CPI::Unable to power on"
    }
  ],
  "custom_status_id": 32358772428057,
  "ticket_id": 1251718,
  "assignee_id": 35068046653593,
  "created": "2026-05-12T14:41:19Z",
  "subject": "Conversation with Carly Thamer",
  "support_type": "Agent",
  "32685292044825": "AMZ",
  "33749938239513": "milk pump::Momcozy::M9",
  "34029476051481": "OOW",
  "34154549939865": "CPI::Unable to power on",
  "34154710239001": null,
  "fields": [
    {
      "id": 32685292044825,
      "value": "amz",
      "name": "AMZ"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "OOW"
    },
    {
      "id": 34154549939865,
      "value": "cpi__unable_to_power_on",
      "name": "CPI::Unable to power on"
    }
  ],
  "ticket": {
    "id": 1251718,
    "subject": "Conversation with Carly Thamer",
    "description": "Conversation with Web User 6a033a93dd887a2aa85f2daf",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1251718.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57852573449881,
      "body": "(22:35:00) 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(22:35:11) Web User 6a033a93dd887a2aa85f2daf: After-sales service\n\n(22:35:18) 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(22:36:04) Web User 6a033a93dd887a2aa85f2daf: I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. \n\n(22:36:20) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! \n\n  1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. \n\n If none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!\n\n(22:36:24) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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(22:38:20) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(22:38:21) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(22:39:07) Web User 6a033a93dd887a2aa85f2daf: It didn't work\n\n(22:39:19) Momcozy: I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!\n\n(22:39:23) Momcozy: To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(22:39:51) Web User 6a033a93dd887a2aa85f2daf: I bought it on amazon\n\n(22:39:57) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!\n\n(22:40:44) Web User 6a033a93dd887a2aa85f2daf: Order #113-5694067-8394637\n\n(22:40:50) 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(22:40:50) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(22:40:57) Web User 6a033a93dd887a2aa85f2daf: Yes\n\n(22:41:03) Momcozy: Could you please let me know your name and email address?\n\n(22:41:13) Web User 6a033a93dd887a2aa85f2daf: name: Carly\n\nemail: Cthamer11@yahoo.com\n\n(22:41:18) Momcozy: Transferring to a human agent.\n\n(22:41:35) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.  \n\n Thank you!\n\n(22:43:42) Momcozy Lisa: Hello Carly😊\n\n \n\nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n\n \n\nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n\n \n\nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n\n \n\nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n\n \n\nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.\n\n(22:44:27) Carly: I guess that's fine\n\n(22:44:49) Carly: Carly Donnet\n\n(22:45:33) Momcozy Lisa: Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!\n\n(22:46:49) Momcozy Lisa: Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon! \n\n \n\nHow to use your discount code: \n\n  1. At checkout, locate the “Discount Code” field.\n\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n\n 3. Click Apply to see your discount reflected in the total.\n\n(22:47:07) Carly: Ok thank you\n\n(22:47:30) Momcozy Lisa: You're very welcome!\n\n \n\nThank you so much for your cooperation and patience while we worked through this together. 💛\n\n \n\nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n\n \n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n\n \n\nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n \n\nWishing you a wonderful day ahead!",
      "created_at": "2026-05-12T14:47:40Z",
      "author_id": -1,
      "public": true
    }
  }
}

{
  "conversations": [
    {
      "id": 57852712394777,
      "type": "ReEngagementSent",
      "messages_count": 1,
      "recipients": [
        39272059903001
      ],
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:58:23Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852715046553,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREAH18PFS9FK1AVJ2YGZA4P",
        "chat_started_event_id": 57852536166041,
        "initiator": 5,
        "reason": 3,
        "is_served": false,
        "visitor_id": "6a033a93dd887a2aa85f2daf"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:57:46Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852536166041,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREAH18PFS9FK1AVJ2YGZA4P",
        "visitor_id": "6a033a93dd887a2aa85f2daf",
        "user_id": 39272059903001,
        "authenticated": false,
        "integration_id": "666a561ce6fad7a09ad954b8",
        "control_context": {
          "first_message_id": "6a033a948f1c3400d5626b22",
          "origin_source_integration": "666a561ce6fad7a09ad954b8",
          "device_guid": "c843994aa1994f5b9515c3d9f496a341",
          "dataCapture.systemField.requester.email": "Cthamer11@yahoo.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "6a033a93dd887a2aa85f2daf",
          "dataCapture.ticketField.name": "Carly",
          "dataCapture.ticketField.email": "Cthamer11@yahoo.com",
          "dataCapture.ticketField.form-email": "Cthamer11@yahoo.com",
          "dataCapture.systemField.requester.name": "Carly",
          "dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
        },
        "brand_id": "32404259465241",
        "initiator": 5,
        "conversation_id": "6a033a93dd887a2aa85f2db8",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597266526,
            "status_ts": 1778597266526,
            "event_id": "6a033d92cc243cf41e3de58d",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d923b90af9996a0c727",
            "chat_index": 0
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:47:46Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852573449881,
      "type": "Comment",
      "author_id": -1,
      "body": "(22:35:00) 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(22:35:11) Web User 6a033a93dd887a2aa85f2daf: After-sales service\n(22:35:18) 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(22:36:04) Web User 6a033a93dd887a2aa85f2daf: I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. \n(22:36:20) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again!\n\n 1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue.\n\nIf none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!\n(22:36:24) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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(22:38:20) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n(22:38:21) Momcozy: How would you rate your experience?\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n(22:39:07) Web User 6a033a93dd887a2aa85f2daf: It didn't work\n(22:39:19) Momcozy: I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!\n(22:39:23) Momcozy: To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!\n(22:39:51) Web User 6a033a93dd887a2aa85f2daf: I bought it on amazon\n(22:39:57) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!\n(22:40:44) Web User 6a033a93dd887a2aa85f2daf: Order #113-5694067-8394637\n(22:40:50) 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(22:40:50) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(22:40:57) Web User 6a033a93dd887a2aa85f2daf: Yes\n(22:41:03) Momcozy: Could you please let me know your name and email address?\n(22:41:13) Web User 6a033a93dd887a2aa85f2daf: name: Carly\nemail: Cthamer11@yahoo.com\n(22:41:18) Momcozy: Transferring to a human agent.\n(22:41:35) Momcozy Lisa: Hello😊\n\nI hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\nThank you!\n(22:43:42) Momcozy Lisa: Hello Carly😊\n \nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n \nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n \nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n \nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n \nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.\n(22:44:27) Carly: I guess that's fine\n(22:44:49) Carly: Carly Donnet\n(22:45:33) Momcozy Lisa: Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!\n(22:46:49) Momcozy Lisa: Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon! \n \nHow to use your discount code:\n\n 1. At checkout, locate the “Discount Code” field.\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n 3. Click Apply to see your discount reflected in the total.\n(22:47:07) Carly: Ok thank you\n(22:47:30) Momcozy Lisa: You're very welcome!\n \nThank you so much for your cooperation and patience while we worked through this together. 💛\n \nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n \nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n \nWishing you a wonderful day ahead!",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(22:35:00) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(22:35:11) Web User 6a033a93dd887a2aa85f2daf: After-sales service\n<br>(22:35:18) 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>(22:36:04) Web User 6a033a93dd887a2aa85f2daf: I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. \n<br>(22:36:20) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again!</p>\n\n<p dir=\"auto\"> 1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n<br> 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n<br> 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n<br> 4. Check the Type-C port for any damage, blockages, or bent contacts.\n<br> 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue.</p>\n\n<p dir=\"auto\">If none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!\n<br>(22:36:24) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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>(22:38:20) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n<br>(22:38:21) Momcozy: How would you rate your experience?</p>\n\n<p dir=\"auto\">⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n<br>(22:39:07) Web User 6a033a93dd887a2aa85f2daf: It didn't work\n<br>(22:39:19) Momcozy: I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!\n<br>(22:39:23) Momcozy: To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!\n<br>(22:39:51) Web User 6a033a93dd887a2aa85f2daf: I bought it on amazon\n<br>(22:39:57) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!\n<br>(22:40:44) Web User 6a033a93dd887a2aa85f2daf: Order <a href=\"/agent/tickets/113\" target=\"_blank\" rel=\"ticket\">#113</a>-5694067-8394637\n<br>(22:40:50) 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>(22:40:50) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(22:40:57) Web User 6a033a93dd887a2aa85f2daf: Yes\n<br>(22:41:03) Momcozy: Could you please let me know your name and email address?\n<br>(22:41:13) Web User 6a033a93dd887a2aa85f2daf: name: Carly\n<br>email: <a href=\"mailto:Cthamer11@yahoo.com\" rel=\"noreferrer\">Cthamer11@yahoo.com</a>\n<br>(22:41:18) Momcozy: Transferring to a human agent.\n<br>(22:41:35) Momcozy Lisa: Hello😊</p>\n\n<p dir=\"auto\">I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.&nbsp;</p>\n\n<p dir=\"auto\">Thank you!\n<br>(22:43:42) Momcozy Lisa: Hello Carly😊\n<br>&nbsp;\n<br>Thank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n<br>&nbsp;\n<br>After reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n<br>&nbsp;\n<br>However, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n<br>&nbsp;\n<br>If this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n<br>&nbsp;\n<br>We really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.\n<br>(22:44:27) Carly: I guess that's fine\n<br>(22:44:49) Carly: Carly Donnet\n<br>(22:45:33) Momcozy Lisa: Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!\n<br>(22:46:49) Momcozy Lisa: Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon!&nbsp;\n<br>&nbsp;\n<br>How to use your discount code:</p>\n\n<p dir=\"auto\"> 1. At checkout, locate the “Discount Code” field.\n<br> 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n<br> 3. Click Apply to see your discount reflected in the total.\n<br>(22:47:07) Carly: Ok thank you\n<br>(22:47:30) Momcozy Lisa: You're very welcome!\n<br>&nbsp;\n<br>Thank you so much for your cooperation and patience while we worked through this together. 💛\n<br>&nbsp;\n<br>I’ll be closing this chat now, but please remember we’re always here if you need any more help.\n<br>&nbsp;\n<br>Thank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n<br>&nbsp;\n<br>We’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n<br>&nbsp;\n<br>Wishing you a wonderful day ahead!</p></div>",
      "plain_body": "(22:35:00) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(22:35:11) Web User 6a033a93dd887a2aa85f2daf: After-sales service\n\n(22:35:18) 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(22:36:04) Web User 6a033a93dd887a2aa85f2daf: I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. \n\n(22:36:20) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! \n\n  1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. \n\n If none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!\n\n(22:36:24) Momcozy: Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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(22:38:20) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(22:38:21) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(22:39:07) Web User 6a033a93dd887a2aa85f2daf: It didn't work\n\n(22:39:19) Momcozy: I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!\n\n(22:39:23) Momcozy: To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!\n\n(22:39:51) Web User 6a033a93dd887a2aa85f2daf: I bought it on amazon\n\n(22:39:57) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!\n\n(22:40:44) Web User 6a033a93dd887a2aa85f2daf: Order #113-5694067-8394637\n\n(22:40:50) 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(22:40:50) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(22:40:57) Web User 6a033a93dd887a2aa85f2daf: Yes\n\n(22:41:03) Momcozy: Could you please let me know your name and email address?\n\n(22:41:13) Web User 6a033a93dd887a2aa85f2daf: name: Carly\n\nemail: Cthamer11@yahoo.com\n\n(22:41:18) Momcozy: Transferring to a human agent.\n\n(22:41:35) Momcozy Lisa: Hello😊 \n\n I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need.&nbsp; \n\n Thank you!\n\n(22:43:42) Momcozy Lisa: Hello Carly😊\n\n&nbsp;\n\nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n\n&nbsp;\n\nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n\n&nbsp;\n\nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n\n&nbsp;\n\nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n\n&nbsp;\n\nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.\n\n(22:44:27) Carly: I guess that's fine\n\n(22:44:49) Carly: Carly Donnet\n\n(22:45:33) Momcozy Lisa: Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!\n\n(22:46:49) Momcozy Lisa: Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon!&nbsp;\n\n&nbsp;\n\nHow to use your discount code: \n\n  1. At checkout, locate the “Discount Code” field.\n\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n\n 3. Click Apply to see your discount reflected in the total.\n\n(22:47:07) Carly: Ok thank you\n\n(22:47:30) Momcozy Lisa: You're very welcome!\n\n&nbsp;\n\nThank you so much for your cooperation and patience while we worked through this together. 💛\n\n&nbsp;\n\nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n\n&nbsp;\n\nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n\n&nbsp;\n\nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n\n&nbsp;\n\nWishing you a wonderful day ahead!",
      "public": true,
      "attachments": [],
      "audit_id": 57852573449625,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:47:40Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852573449753,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREA57F8ZQBAJ78FFNYEYVP5",
        "chat_started_event_id": 57852334921113,
        "initiator": 1,
        "reason": 4,
        "is_served": true,
        "visitor_id": "6a033a93dd887a2aa85f2daf"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:47:40Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852557793689,
      "type": "Comment",
      "author_id": 35068046653593,
      "body": " ![](https://rootglobal.zendesk.com/attachments/token/MHTyL4E0HfVv6DJO7mVUlGCrv/?name=image.png)",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><span style=\"opacity: 1;\"><img src=\"https://rootglobal.zendesk.com/attachments/token/MHTyL4E0HfVv6DJO7mVUlGCrv/?name=image.png\"></span><br></div>",
      "plain_body": "",
      "public": false,
      "attachments": [],
      "audit_id": 57852557793561,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "web",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:47:38Z",
      "metadata": {
        "system": {
          "client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
          "ip_address": "127.0.0.6",
          "location": "Baguio City, 15, Philippines",
          "latitude": 16.4124,
          "longitude": 120.5933
        },
        "custom": {}
      }
    },
    {
      "id": 57852334921241,
      "type": "Comment",
      "author_id": 57852334910233,
      "body": "Conversation with Web User 6a033a93dd887a2aa85f2daf",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with Web User 6a033a93dd887a2aa85f2daf</p></div>",
      "plain_body": "Conversation with Web User 6a033a93dd887a2aa85f2daf",
      "public": false,
      "attachments": [],
      "audit_id": 57852334920985,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:41:19Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57852334921113,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "visitor_id": "6a033a93dd887a2aa85f2daf",
        "conversation_id": "6a033a93dd887a2aa85f2db8",
        "integration_id": "666a561ce6fad7a09ad954b8",
        "brand_id": "32404259465241",
        "backend": "ocb",
        "chat_id": "01KREA57F8ZQBAJ78FFNYEYVP5",
        "user_id": 57852334910233,
        "authenticated": false,
        "new_user": true,
        "tags": [],
        "initiator": 1,
        "control_context": {
          "first_message_id": "6a033a948f1c3400d5626b22",
          "origin_source_integration": "666a561ce6fad7a09ad954b8",
          "device_guid": "c843994aa1994f5b9515c3d9f496a341",
          "dataCapture.systemField.requester.email": "Cthamer11@yahoo.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "6a033a93dd887a2aa85f2daf",
          "dataCapture.ticketField.name": "Carly",
          "dataCapture.ticketField.email": "Cthamer11@yahoo.com",
          "dataCapture.ticketField.form-email": "Cthamer11@yahoo.com",
          "dataCapture.systemField.requester.name": "Carly",
          "dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
        },
        "history": [
          {
            "timestamp": 1778596500910,
            "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": "6a033a948f1c3400d5626b22",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033a948f1c3400d5626b22",
              "received": "2026-05-12T14:35:00.910Z",
              "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": 1778596511554,
            "original_message_type": "text",
            "message": "After-sales service",
            "message_id": "6a033a9f9e89415c7fe6b4f8",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033a9f9e89415c7fe6b4f8",
              "received": "2026-05-12T14:35:11.554Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "After-sales service",
                  "payload": "After-sales service"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:35:11.557Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 1
          },
          {
            "timestamp": 1778596518118,
            "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": "6a033aa6d0366c68a15003e1",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033aa6d0366c68a15003e1",
              "received": "2026-05-12T14:35:18.118Z",
              "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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 2
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596518197,
            "status_ts": 1778596518197,
            "event_id": "6a033aa6cc243cf41e3c311e",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033aa6d0366c68a15003e1",
            "chat_index": 3
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596518522,
            "actor_type": "end-user",
            "status_ts": 1778596518522,
            "event_id": "6a033aa69e89415c7fe6c9b1",
            "status": "READ",
            "chat_index": 4
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596518546,
            "status_ts": 1778596518546,
            "event_id": "6a033aa69e89415c7fe6c9b8",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033aa6d0366c68a15003e1",
            "chat_index": 5
          },
          {
            "timestamp": 1778596564949,
            "original_message_type": "text",
            "message": "I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. ",
            "message_id": "6a033ad4aaf28985e2127d1e",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033ad4aaf28985e2127d1e",
              "received": "2026-05-12T14:36:04.949Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I purchased a momcozy m9 in September 2024. I've used it once and when I tried to use it today, it won't turn on and the battery light won't come on when trying to charge it. "
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:36:04.952Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 6
          },
          {
            "timestamp": 1778596580577,
            "original_message_type": "text",
            "message": "Let’s try a few quick steps to get your Momcozy M9 working again!\n\n 1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue.\n\nIf none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!",
            "message_id": "6a033ae450e64d0e924ea707",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033ae450e64d0e924ea707",
              "received": "2026-05-12T14:36:20.577Z",
              "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 working again!\n\n 1. Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way.\n 2. Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained.\n 3. Try a different charging cable and adapter that you know work, just in case the originals are faulty.\n 4. Check the Type-C port for any damage, blockages, or bent contacts.\n 5. If the screen lights up but the motor doesn’t run, it could be a pump motor issue.\n\nIf none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!",
                  "html_text": "<p>Let’s try a few quick steps to get your Momcozy M9 working again! </p>\n<ol>\n<li>Press and hold the power button for more than 2 seconds to make sure you’re turning it on the right way. </li>\n<li>Charge the pump for at least 30 minutes before trying again, especially if the battery might be fully drained. </li>\n<li>Try a different charging cable and adapter that you know work, just in case the originals are faulty. </li>\n<li>Check the Type-C port for any damage, blockages, or bent contacts. </li>\n<li>If the screen lights up but the motor doesn’t run, it could be a pump motor issue.</li>\n</ol>\n<p>If none of these steps help, please stop using the pump and reach out to customer support. Also, remember—the pump can’t be used while charging!</p>"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 7
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596580670,
            "status_ts": 1778596580670,
            "event_id": "6a033ae4ee0bee990ae2401f",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033ae450e64d0e924ea707",
            "chat_index": 8
          },
          {
            "timestamp": 1778596584912,
            "original_message_type": "text",
            "message": "Let’s try a few quick steps to get your Momcozy M9 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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": "6a033ae8aaf28985e212b7e0",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033ae8aaf28985e212b7e0",
              "received": "2026-05-12T14:36:24.912Z",
              "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 working again! Please press and hold the power button for more than 2 seconds to make sure it’s turning on. Charge the pump for at least 30 minutes, especially if the battery might be fully drained. Try using a different charging cable and adapter that you know work, just in case. Check the Type-C port for any damage or blockages. If the screen lights up but the motor doesn’t run, it could be a pump motor issue. 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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 9
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596585005,
            "status_ts": 1778596585005,
            "event_id": "6a033ae922be92aa71ab08cc",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033ae8aaf28985e212b7e0",
            "chat_index": 10
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596591722,
            "actor_type": "end-user",
            "status_ts": 1778596591722,
            "event_id": "6a033aefdd887a2aa8603040",
            "status": "READ",
            "chat_index": 11
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596591754,
            "status_ts": 1778596591754,
            "event_id": "6a033aefdd887a2aa860304c",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033ae450e64d0e924ea707",
            "chat_index": 12
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596591754,
            "status_ts": 1778596591754,
            "event_id": "6a033aefdd887a2aa860304d",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033ae8aaf28985e212b7e0",
            "chat_index": 13
          },
          {
            "timestamp": 1778596700672,
            "original_message_type": "text",
            "message": "Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.",
            "message_id": "6a033b5c681245794fa08c70",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033b5c681245794fa08c70",
              "received": "2026-05-12T14:38:20.672Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 14
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596700762,
            "status_ts": 1778596700762,
            "event_id": "6a033b5c22be92aa71ab3b10",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b5c681245794fa08c70",
            "chat_index": 15
          },
          {
            "timestamp": 1778596701219,
            "original_message_type": "text",
            "message": "How would you rate your experience?\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW",
            "message_id": "6a033b5dba01323e546ca731",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033b5dba01323e546ca731",
              "received": "2026-05-12T14:38:21.219Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "How would you rate your experience?",
                  "actions": [
                    {
                      "reply": {
                        "type": "reply",
                        "text": "⭐⭐⭐⭐⭐",
                        "payload": "⭐⭐⭐⭐⭐"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "⭐⭐⭐⭐",
                        "payload": "⭐⭐⭐⭐"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "⭐⭐⭐",
                        "payload": "⭐⭐⭐"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "⭐⭐",
                        "payload": "⭐⭐"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "⭐",
                        "payload": "⭐"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "Not now",
                        "payload": "Not now"
                      }
                    }
                  ]
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 16
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596701315,
            "status_ts": 1778596701315,
            "event_id": "6a033b5d2288ca2ba22b651b",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b5dba01323e546ca731",
            "chat_index": 17
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596746689,
            "actor_type": "end-user",
            "status_ts": 1778596746689,
            "event_id": "6a033b8ae1f53e89f84af50f",
            "status": "READ",
            "chat_index": 18
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596746709,
            "status_ts": 1778596746709,
            "event_id": "6a033b8a681245794fa1234f",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b5c681245794fa08c70",
            "chat_index": 19
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596746709,
            "status_ts": 1778596746709,
            "event_id": "6a033b8a681245794fa12350",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b5dba01323e546ca731",
            "chat_index": 20
          },
          {
            "timestamp": 1778596747354,
            "original_message_type": "text",
            "message": "It didn't work",
            "message_id": "6a033b8bf42a4b57504302fe",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033b8bf42a4b57504302fe",
              "received": "2026-05-12T14:39:07.354Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "It didn't work"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:39:07.357Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 21
          },
          {
            "timestamp": 1778596759222,
            "original_message_type": "text",
            "message": "I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!",
            "message_id": "6a033b97400aa4488081ed09",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033b97400aa4488081ed09",
              "received": "2026-05-12T14:39:19.222Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’m really sorry those steps didn’t solve the problem! Don’t worry—I’ll arrange for our specialist team to help you out from here. We’re here to make sure you get the support you need!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 22
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596759324,
            "status_ts": 1778596759324,
            "event_id": "6a033b978419c3b9af915000",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b97400aa4488081ed09",
            "chat_index": 23
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596762104,
            "actor_type": "end-user",
            "status_ts": 1778596762104,
            "event_id": "6a033b9af42a4b57504330aa",
            "status": "READ",
            "chat_index": 24
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596762144,
            "status_ts": 1778596762144,
            "event_id": "6a033b9af42a4b5750433124",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b97400aa4488081ed09",
            "chat_index": 25
          },
          {
            "timestamp": 1778596763172,
            "original_message_type": "text",
            "message": "To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!",
            "message_id": "6a033b9b50e64d0e9250b8b1",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033b9b50e64d0e9250b8b1",
              "received": "2026-05-12T14:39:23.172Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "To help us get your case to our specialist team as quickly as possible, could you please share your order number with me? Thank you so much!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 26
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596763259,
            "status_ts": 1778596763259,
            "event_id": "6a033b9bcc243cf41e3cc667",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b9b50e64d0e9250b8b1",
            "chat_index": 27
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596782267,
            "actor_type": "end-user",
            "status_ts": 1778596782267,
            "event_id": "6a033bae040548c35b06dccd",
            "status": "READ",
            "chat_index": 28
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596782306,
            "status_ts": 1778596782306,
            "event_id": "6a033bae040548c35b06dd0b",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033b9b50e64d0e9250b8b1",
            "chat_index": 29
          },
          {
            "timestamp": 1778596791442,
            "original_message_type": "text",
            "message": "I bought it on amazon",
            "message_id": "6a033bb73b90af99969b25e1",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bb73b90af99969b25e1",
              "received": "2026-05-12T14:39:51.442Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I bought it on amazon"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:39:51.446Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 30
          },
          {
            "timestamp": 1778596797165,
            "original_message_type": "text",
            "message": "Could you please share your Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!",
            "message_id": "6a033bbd040548c35b070ae5",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bbd040548c35b070ae5",
              "received": "2026-05-12T14:39:57.165Z",
              "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 Amazon order number with me? This will help us get your case to our specialist team even faster. Thank you so much for your help!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 31
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596797269,
            "status_ts": 1778596797269,
            "event_id": "6a033bbd22be92aa71ab6352",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bbd040548c35b070ae5",
            "chat_index": 32
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596798076,
            "actor_type": "end-user",
            "status_ts": 1778596798076,
            "event_id": "6a033bbe50e64d0e92511cc2",
            "status": "READ",
            "chat_index": 33
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596798105,
            "status_ts": 1778596798105,
            "event_id": "6a033bbe50e64d0e92511cc6",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bbd040548c35b070ae5",
            "chat_index": 34
          },
          {
            "timestamp": 1778596844992,
            "original_message_type": "text",
            "message": "Order #113-5694067-8394637",
            "message_id": "6a033bec530b0b5b782603b4",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bec530b0b5b782603b4",
              "received": "2026-05-12T14:40:44.992Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Order #113-5694067-8394637"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:40:44.995Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 35
          },
          {
            "timestamp": 1778596850557,
            "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": "6a033bf2f42a4b5750442c0d",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bf2f42a4b5750442c0d",
              "received": "2026-05-12T14:40:50.557Z",
              "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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 36
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596850648,
            "status_ts": 1778596850648,
            "event_id": "6a033bf2b732e54e840d1778",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bf2f42a4b5750442c0d",
            "chat_index": 37
          },
          {
            "timestamp": 1778596850932,
            "original_message_type": "text",
            "message": "Do you need me to contact the human customer service for you now?\n\nYES, NO",
            "message_id": "6a033bf2400aa4488082f88c",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bf2400aa4488082f88c",
              "received": "2026-05-12T14:40:50.932Z",
              "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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 38
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596851022,
            "status_ts": 1778596851022,
            "event_id": "6a033bf38419c3b9af9183d2",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bf2400aa4488082f88c",
            "chat_index": 39
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596851409,
            "actor_type": "end-user",
            "status_ts": 1778596851409,
            "event_id": "6a033bf3f653605863002f5b",
            "status": "READ",
            "chat_index": 40
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596851438,
            "status_ts": 1778596851438,
            "event_id": "6a033bf3f653605863002f69",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bf2400aa4488082f88c",
            "chat_index": 41
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596851438,
            "status_ts": 1778596851438,
            "event_id": "6a033bf3f653605863002f68",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bf2f42a4b5750442c0d",
            "chat_index": 42
          },
          {
            "timestamp": 1778596857708,
            "original_message_type": "text",
            "message": "Yes",
            "message_id": "6a033bf9d86deed846f69063",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bf9d86deed846f69063",
              "received": "2026-05-12T14:40:57.708Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Yes",
                  "payload": "Yes"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:40:57.713Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 43
          },
          {
            "timestamp": 1778596863469,
            "original_message_type": "text",
            "message": "Could you please let me know your name and email address?",
            "message_id": "6a033bffe2b451eb03b8548b",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bffe2b451eb03b8548b",
              "received": "2026-05-12T14:41:03.469Z",
              "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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 44
          },
          {
            "timestamp": 1778596863481,
            "original_message_type": "form",
            "message": "",
            "message_id": "6a033bffe2b451eb03b854b3",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033bffe2b451eb03b854b3",
              "received": "2026-05-12T14:41:03.481Z",
              "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": 45
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596863571,
            "status_ts": 1778596863571,
            "event_id": "6a033bff8419c3b9af918854",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bffe2b451eb03b8548b",
            "chat_index": 46
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596863571,
            "status_ts": 1778596863571,
            "event_id": "6a033bff8419c3b9af918855",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bffe2b451eb03b854b3",
            "chat_index": 47
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596864007,
            "actor_type": "end-user",
            "status_ts": 1778596864007,
            "event_id": "6a033c00dd887a2aa86390a2",
            "status": "READ",
            "chat_index": 48
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596864036,
            "status_ts": 1778596864036,
            "event_id": "6a033c00dd887a2aa86390a5",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bffe2b451eb03b8548b",
            "chat_index": 49
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596864036,
            "status_ts": 1778596864036,
            "event_id": "6a033c00dd887a2aa86390a6",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033bffe2b451eb03b854b3",
            "chat_index": 50
          },
          {
            "timestamp": 1778596873781,
            "original_message_type": "form_response",
            "message": "name: Carly\nemail: Cthamer11@yahoo.com",
            "message_id": "6a033c093b90af99969c2c5e",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Web User 6a033a93dd887a2aa85f2daf",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033c093b90af99969c2c5e",
              "received": "2026-05-12T14:41:13.781Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Web User 6a033a93dd887a2aa85f2daf",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "form_response": {
                  "type": "formResponse",
                  "text_fallback": "name: Carly\nemail: Cthamer11@yahoo.com",
                  "fields": [
                    {
                      "type": "TEXT",
                      "name": "name",
                      "label": "name",
                      "min_size": 1,
                      "max_size": 128,
                      "text": "Carly"
                    },
                    {
                      "type": "EMAIL",
                      "name": "email",
                      "label": "email",
                      "email": "Cthamer11@yahoo.com"
                    }
                  ]
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:41:13.786Z",
                  "info": {
                    "state": "Georgia",
                    "country": "United States",
                    "URL": "momcozy.com",
                    "browserLanguage": "en-US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "sdkVersion": "0.1",
                    "stateCode": "GA",
                    "referrer": "https://www.google.com/",
                    "ipAddress": "108.251.238.75",
                    "countryCode": "US",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "city": "Senoia",
                    "vendor": "zendesk",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654"
                  }
                }
              },
              "quoted_message": {
                "message": {
                  "type": "message",
                  "message": {
                    "id": "6a033bffe2b451eb03b854b3",
                    "received": "2026-05-12T14:41:03.481Z",
                    "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": "Carly"
                          },
                          {
                            "type": "EMAIL",
                            "name": "email",
                            "label": "email",
                            "email": "Cthamer11@yahoo.com"
                          }
                        ],
                        "submitted": true
                      }
                    },
                    "source": {
                      "type": "ultimate"
                    }
                  }
                }
              }
            },
            "chat_index": 51
          },
          {
            "timestamp": 1778596878959,
            "original_message_type": "text",
            "message": "Transferring to a human agent.",
            "message_id": "6a033c0e8723e0be2db07e0d",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033c0e8723e0be2db07e0d",
              "received": "2026-05-12T14:41:18.959Z",
              "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": "4bebb708-8057-44b5-9335-11bd32ea7a0b"
              }
            },
            "chat_index": 52
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596879052,
            "status_ts": 1778596879052,
            "event_id": "6a033c0fcc243cf41e3d035f",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c0e8723e0be2db07e0d",
            "chat_index": 53
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596879444,
            "actor_type": "end-user",
            "status_ts": 1778596879444,
            "event_id": "6a033c0f329e03d82f64ea72",
            "status": "READ",
            "chat_index": 54
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596879481,
            "status_ts": 1778596879481,
            "event_id": "6a033c0f329e03d82f64ea97",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c0e8723e0be2db07e0d",
            "chat_index": 55
          },
          {
            "timestamp": 1778596895672,
            "original_message_type": "text",
            "message": "Hello😊\n\nI hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\nThank you!",
            "message_id": "6a033c1f681245794fa30380",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "35068046653593",
            "actor_name": "Momcozy Lisa",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033c1f681245794fa30380",
              "received": "2026-05-12T14:41:35.672Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Lisa",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hello😊\n\nI hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. \n\nThank you!",
                  "html_text": "Hello😊<br /><br />I hope you're having a fantastic day. I'm excited to assist you with any questions or concerns you have. Please hang tight for just a moment while I gather the information you need. <br /><br />Thank you!"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T14:41:35.644Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "35068046653593"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "acdfafe0-4e10-11f1-a994-dfb3758f2865"
                  }
                }
              }
            },
            "chat_index": 56
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596895746,
            "status_ts": 1778596895746,
            "event_id": "6a033c1f790cfacd3c166e81",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c1f681245794fa30380",
            "chat_index": 57
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596896134,
            "actor_type": "end-user",
            "status_ts": 1778596896134,
            "event_id": "6a033c209e89415c7feb5434",
            "status": "READ",
            "chat_index": 58
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778596896165,
            "status_ts": 1778596896165,
            "event_id": "6a033c209e89415c7feb5451",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c1f681245794fa30380",
            "chat_index": 59
          },
          {
            "timestamp": 1778597022729,
            "original_message_type": "text",
            "message": "Hello Carly😊\n \nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n \nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n \nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n \nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n \nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.",
            "message_id": "6a033c9e1e8398d12288c7ca",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "35068046653593",
            "actor_name": "Momcozy Lisa",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033c9e1e8398d12288c7ca",
              "received": "2026-05-12T14:43:42.729Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Lisa",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hello Carly😊\n \nThank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.\n \nAfter reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.\n \nHowever, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a $60 cash discount code to use on any new item at our official website, momcozy.com.\n \nIf this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!\n \nWe really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help.",
                  "html_text": "Hello Carly😊<br /> <br />Thank you so much for your patience and for sharing your details with us. We’re really sorry to hear about the trouble with your Momcozy M9.<br /> <br />After reviewing your case and confirming the purchase date, it appears the unit is unfortunately outside our warranty period, so we can’t offer a replacement through our system at this time.<br /> <br />However, we truly value your experience and want to make things a bit easier for you. As a token of our sincere apologies, we’d love to offer you a <strong>$60 cash discount code</strong> to use on any new item at our official website, momcozy.com.<br /> <br />If this sounds good to you, could you please confirm your full name? Once we have that, we’ll prepare your discount code right away!<br /> <br />We really appreciate your understanding and your continued trust in Momcozy. If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T14:43:42.701Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "35068046653593"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "f89f78c0-4e10-11f1-a994-dfb3758f2865"
                  }
                }
              }
            },
            "chat_index": 60
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597022820,
            "status_ts": 1778597022820,
            "event_id": "6a033c9e606710059d25ddd1",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c9e1e8398d12288c7ca",
            "chat_index": 61
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597023892,
            "actor_type": "end-user",
            "status_ts": 1778597023892,
            "event_id": "6a033c9f365b1f38779f175d",
            "status": "READ",
            "chat_index": 62
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597023921,
            "status_ts": 1778597023921,
            "event_id": "6a033c9f365b1f38779f1763",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033c9e1e8398d12288c7ca",
            "chat_index": 63
          },
          {
            "timestamp": 1778597067210,
            "original_message_type": "text",
            "message": "I guess that's fine",
            "message_id": "6a033ccb400aa44880857953",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Carly",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033ccb400aa44880857953",
              "received": "2026-05-12T14:44:27.210Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Carly",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "given_name": "Carly",
                    "email": "Cthamer11@yahoo.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      },
                      "name": {
                        "string_value": "Carly"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I guess that's fine"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:44:27.216Z",
                  "info": {
                    "countryCode": "US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "state": "Georgia",
                    "vendor": "zendesk",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "URL": "momcozy.com",
                    "stateCode": "GA",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654",
                    "ipAddress": "108.251.238.75",
                    "referrer": "https://www.google.com/",
                    "city": "Senoia",
                    "country": "United States",
                    "browserLanguage": "en-US",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 64
          },
          {
            "timestamp": 1778597089078,
            "original_message_type": "text",
            "message": "Carly Donnet",
            "message_id": "6a033ce19e89415c7fed96b3",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Carly",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033ce19e89415c7fed96b3",
              "received": "2026-05-12T14:44:49.078Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Carly",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "given_name": "Carly",
                    "email": "Cthamer11@yahoo.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      },
                      "name": {
                        "string_value": "Carly"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Carly Donnet"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:44:49.082Z",
                  "info": {
                    "countryCode": "US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "state": "Georgia",
                    "vendor": "zendesk",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "URL": "momcozy.com",
                    "stateCode": "GA",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654",
                    "ipAddress": "108.251.238.75",
                    "referrer": "https://www.google.com/",
                    "city": "Senoia",
                    "country": "United States",
                    "browserLanguage": "en-US",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 65
          },
          {
            "timestamp": 1778597133967,
            "original_message_type": "text",
            "message": "Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!",
            "message_id": "6a033d0d335821d77ade73c2",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "35068046653593",
            "actor_name": "Momcozy Lisa",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033d0d335821d77ade73c2",
              "received": "2026-05-12T14:45:33.967Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Lisa",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you so much for your understanding, Carly. I will now proceed to process your $60 cash discount code. Please hold on for a moment while I get that ready for you!"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T14:45:33.939Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "35068046653593"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "3aea24f0-4e11-11f1-a994-dfb3758f2865"
                  }
                }
              }
            },
            "chat_index": 66
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597134053,
            "status_ts": 1778597134053,
            "event_id": "6a033d0eb732e54e840dac7c",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d0d335821d77ade73c2",
            "chat_index": 67
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597134883,
            "actor_type": "end-user",
            "status_ts": 1778597134883,
            "event_id": "6a033d0eef1fea1aa57d6315",
            "status": "READ",
            "chat_index": 68
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597134920,
            "status_ts": 1778597134920,
            "event_id": "6a033d0eef1fea1aa57d6324",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d0d335821d77ade73c2",
            "chat_index": 69
          },
          {
            "timestamp": 1778597209396,
            "original_message_type": "text",
            "message": "Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon! \n \nHow to use your discount code:\n\n 1. At checkout, locate the “Discount Code” field.\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n 3. Click Apply to see your discount reflected in the total.",
            "message_id": "6a033d599e89415c7fef1467",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "35068046653593",
            "actor_name": "Momcozy Lisa",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033d599e89415c7fef1467",
              "received": "2026-05-12T14:46:49.396Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Lisa",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Your personalized cash coupon code will be created within 1–2 business days, using your full name. Once it’s ready, you can place an order in our official website - momcozy.com, using your full name as the discount code. Just a heads up—it will be valid for one month, so be sure to use it soon! \n \nHow to use your discount code:\n\n 1. At checkout, locate the “Discount Code” field.\n 2. Enter your full name with a space, exactly as shown — for example: Jane Doe\n 3. Click Apply to see your discount reflected in the total.",
                  "html_text": "Your personalized cash coupon code will be created within <strong>1–2 business days</strong>, using your full name. Once it’s ready, you can <strong>place an order in our official website - momcozy.com, using your full name as the discount code</strong>. Just a heads up—it will be <strong>valid for one month</strong>, so be sure to use it soon! <br /> <br /><strong>How to use your discount code:</strong><br /><ol><li>At checkout, locate the <strong>“Discount Code”</strong> field.</li><li>Enter your <strong>full name with a space</strong>, exactly as shown — for example: <strong>Jane Doe</strong></li><li>Click <strong>Apply</strong> to see your discount reflected in the total. </li></ol>"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T14:46:49.361Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "35068046653593"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "67d85f40-4e11-11f1-a994-dfb3758f2865"
                  }
                }
              }
            },
            "chat_index": 70
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597209490,
            "status_ts": 1778597209490,
            "event_id": "6a033d5922be92aa71ac4b51",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d599e89415c7fef1467",
            "chat_index": 71
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597210420,
            "actor_type": "end-user",
            "status_ts": 1778597210420,
            "event_id": "6a033d5a9e89415c7fef1761",
            "status": "READ",
            "chat_index": 72
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597210453,
            "status_ts": 1778597210453,
            "event_id": "6a033d5a9e89415c7fef1769",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d599e89415c7fef1467",
            "chat_index": 73
          },
          {
            "timestamp": 1778597227940,
            "original_message_type": "text",
            "message": "Ok thank you",
            "message_id": "6a033d6b8f1c3400d56b0c18",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "Carly",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033d6b8f1c3400d56b0c18",
              "received": "2026-05-12T14:47:07.940Z",
              "author": {
                "type": "USER",
                "user_id": "6a033a93dd887a2aa85f2daf",
                "display_name": "Carly",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a033a93dd887a2aa85f2daf",
                  "signed_up_at": "2026-05-12T14:34:59.718Z",
                  "profile": {
                    "given_name": "Carly",
                    "email": "Cthamer11@yahoo.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a033a93dd887a2aa85f2db8"
                      },
                      "name": {
                        "string_value": "Carly"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Ok thank you"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a033a93dd887a2aa85f2db2",
                  "type": "WEB",
                  "guid": "c843994aa1994f5b9515c3d9f496a341",
                  "client_id": "6a033a93dd887a2aa85f2db0",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T14:47:07.943Z",
                  "info": {
                    "countryCode": "US",
                    "userAgent": "Mozilla/5.0 (Linux; Android 10; K) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Mobile Safari/537.36",
                    "state": "Georgia",
                    "vendor": "zendesk",
                    "currentTitle": "Huggable - U Shaped Maternity Body Pillow",
                    "URL": "momcozy.com",
                    "stateCode": "GA",
                    "currentUrl": "https://momcozy.com/products/momcozy-pregnancy-pillows?utm_source=google&utm_medium=cpc&utm_campaign=cn%3A%7Ccid%3A20878216723&utm_content=l2%3A%7Cnet%3Ax%7Cpl%3A%7Cagid%3A%7Cassetgid%3A6708348815&utm_term=l3%3A%7Ckw%3A%7Cmt%3A%7Ccrid%3A&utm_id=cid%3A20878216723%7Csrcid%3A%7Bsourceid%7D%7Cpid%3A%7Ctgid%3A&gad_source=1&gad_campaignid=20868042624&gclid=CjwKCAjwn4vQBhBsEiwAq3hhN61c-8AOPi0FiYdIB7OuVoYTuMJgFaDg_ytybQnBPf0_wvT5M-jheRoCSPkQAvD_BwE&variant=42668591251654",
                    "ipAddress": "108.251.238.75",
                    "referrer": "https://www.google.com/",
                    "city": "Senoia",
                    "country": "United States",
                    "browserLanguage": "en-US",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 74
          },
          {
            "timestamp": 1778597250612,
            "original_message_type": "text",
            "message": "You're very welcome!\n \nThank you so much for your cooperation and patience while we worked through this together. 💛\n \nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n \nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n \nWishing you a wonderful day ahead!",
            "message_id": "6a033d82040548c35b0c5fbd",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "35068046653593",
            "actor_name": "Momcozy Lisa",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a033d82040548c35b0c5fbd",
              "received": "2026-05-12T14:47:30.612Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Lisa",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "You're very welcome!\n \nThank you so much for your cooperation and patience while we worked through this together. 💛\n \nI’ll be closing this chat now, but please remember we’re always here if you need any more help.\n \nThank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷\n \nWe’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬\n \nWishing you a wonderful day ahead!",
                  "html_text": "<span>You're very welcome!</span><br /> <br /><span>Thank you so much for your cooperation and patience while we worked through this together. 💛</span><br /> <br /><span>I’ll be closing this chat now, but please remember we’re always here if you need any more help.</span><br /> <br /><span>Thank you for choosing Momcozy — we truly appreciate your time and understanding, and we’re always happy to support you whenever you need us. 🌷</span><br /> <br /><span>We’d also love to hear your feedback on the assistance I provided today, as it helps us keep improving our service for you and other moms. 💬</span><br /> <br /><span>Wishing you a wonderful day ahead!</span>"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T14:47:30.574Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "35068046653593"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "80711060-4e11-11f1-a994-dfb3758f2865"
                  }
                }
              }
            },
            "chat_index": 75
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "39272059903001",
            "actor_name": "",
            "timestamp": 1778597250704,
            "status_ts": 1778597250704,
            "event_id": "6a033d8222be92aa71ac67ad",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a033d82040548c35b0c5fbd",
            "chat_index": 76
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T14:41:19Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    }
  ],
  "users": [
    {
      "id": 35068046653593,
      "url": "https://rootglobal.zendesk.com/api/v2/users/35068046653593.json",
      "name": "BL-Chat-Irene",
      "email": "root-support-18@rootglobal.net",
      "created_at": "2024-07-15T02:05:48Z",
      "updated_at": "2026-05-13T13:33:04Z",
      "time_zone": "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": "agent",
      "verified": true,
      "external_id": null,
      "tags": [],
      "alias": "Momcozy Lisa",
      "active": true,
      "shared": false,
      "shared_agent": false,
      "last_login_at": "2026-05-13T10:54:55Z",
      "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": 57852334910233,
      "url": "https://rootglobal.zendesk.com/api/v2/users/57852334910233.json",
      "name": "Web User 6a033a93dd887a2aa85f2daf",
      "email": null,
      "created_at": "2026-05-12T14:35:11Z",
      "updated_at": "2026-05-12T14:41:19Z",
      "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": 8
}