提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1251900",
"subject": "Call with Caller +1 (415) 269-7572",
"description": "Call from: +1 (415) 269-7572\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 3:19:36 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T15:19:55Z",
"updated_at": "2026-05-12T15:28:06Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Sound Machine | light not staying on",
"agents_notes": "Sound Machine | light not staying on",
"category_field_id": "34154549939865",
"category_name": "CPI::Auto power off",
"category_value": "cpi__auto_power_off",
"category_zh": "自动关机"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
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"voice": 2
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"messages": [
{
"conversation_id": "57853220939801",
"type": "Comment",
"created_at": "2026-05-12T15:28:06Z",
"author_id": "42731151745433",
"author_name": "CT-Moel",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: IB\nIssue Details: Sound Machine | light not staying on\nResolution Offered: adv to take a video of the issue\nCustomer Responses: cx will call back if the issue persist\nFollow-up Actions: NA\nEscalation Details: NA"
},
{
"conversation_id": "57853144916505",
"type": "Comment",
"created_at": "2026-05-12T15:24:09Z",
"author_id": "-1",
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"sender_type": "internal",
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"text": "Call summary: \n Customer called regarding a Momcozy sound machine with night light feature that intermittently does not stay on. Customer has tried checking the timer and pressing the metal part on top as instructed but the issue is currently not reproducible. The agent identified the product model (WN02 Smart White Noise Machine) using the provided Amazon order number. The purchase date was November 2024, and the warranty has expired. Agent advised the customer to record a video (5-10 seconds or longer) of the issue when it recurs and send it via email for further verification. Provided customer support email: support@momcozy.com. No immediate resolution was provided; customer may need to follow up if the problem happens again. Call ended with mutual thanks. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
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"conversation_id": "57853129151001",
"type": "Comment",
"created_at": "2026-05-12T15:24:04Z",
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"text": "Call transcript: \n00:01AgentHi. Thank you for calling momcozy. How can I help you today?00:05CustomerHi. I'm calling because I have, um, 1 of your sound machines. It's like a sound machine and night lights, and it is not hold on. Now it's gonna do it. It's doing a weird thing where it's not staying on, And I'm not sure like, I checked that the timer was not set or anything.00:34CustomerAlthough now that I've called you, of course, it's working.00:40AgentLike like, the light is not staying on?00:44CustomerYeah. The light in the sound machine were not staying on. Do you know what could be causing that?00:53AgentThere should what the let me just go ahead and try to check, ma'am. Do you have an order number, ma'am, for this 1 so I can check the model?01:02CustomerSure. So it's Amazon. The order number It was do you need the whole thing? Like, start the01:24AgentYes.01:26CustomerOkay. It's 11101:28AgentMhmm.01:29Customer56788324822614.01:40Agent614. Okay. Let me just go ahead and try to pull it up and then check our resources about troubleshooting, ma'am. Okay? 1 second.01:48CustomerOkay. Thanks.02:11AgentAlright. Now as I can see here, this 1 is the w n 0 2 white or smart white noise machine that you have. If I may ask, ma'am, are you pressing the metal part at the top 1?02:27CustomerYes. I see. The the problem is now it's working, and I'm not able to duplicate the problem. So I'm wondering if I should wait and call back when I'm having the issue again.02:37AgentNot a problem. Yes. So hold on a sec. Let me just check. I can see here.02:45AgentI see. This 1 was purchased back in 20 24, November. So the warranty is already expired. But nothing to worry, ma'am. If any case you have the same issue, just kindly take a video of it at least 5 to 10 seconds or longer.03:01AgentAny anything would do. K? So just record it and then send it through our email so that we can actually verify what's causing the issue. Okay?03:10CustomerOkay. Hold on 1 second. I'm gonna get your email from you if you don't mind.03:15AgentSure.03:16CustomerHold on 1 second.03:20AgentOkay.03:26CustomerWhat is it?03:28AgentOur email is support@momcozy.com.03:37CustomerOkay. Fantastic. Thank you.03:40AgentNot a problem. We'll be waiting for you. Bye bye. Have a good 1. Bye bye.03:44CustomerYou too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
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"type": "VoiceComment",
"created_at": "2026-05-12T15:23:49Z",
"author_id": "42731151745433",
"author_name": "CT-Moel",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (415) 269-7572\nCall Details:\n\nCall from: +1 (415) 269-7572\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 15:19:36 UTC\nLocation: San francisco, California, United States\nAnswered by: CT-Moel\nLength of phone call: 4 minutes, 12 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAf7dc9b596d52ed8fbe3ddaf857b131c9/twilio/call/recording"
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{
"conversation_id": "57853098958873",
"type": "Comment",
"created_at": "2026-05-12T15:19:55Z",
"author_id": "57853101283097",
"author_name": "Caller +1 (415) 269-7572",
"author_role": "end-user",
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"channel": "voice",
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"text": "Call from: +1 (415) 269-7572\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 3:19:36 PM UTC"
}
]
}
conversation_raw_json
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"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: IB<br>Issue Details: Sound Machine | light not staying on<br>Resolution Offered: adv to take a video of the issue<br>Customer Responses: cx will call back if the issue persist<br>Follow-up Actions: NA<br>Escalation Details: NA<br></div>",
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"body": "#### **Call summary:**\n\n\n- Customer called regarding a Momcozy sound machine with night light feature that intermittently does not stay on.\n- Customer has tried checking the timer and pressing the metal part on top as instructed but the issue is currently not reproducible.\n- The agent identified the product model (WN02 Smart White Noise Machine) using the provided Amazon order number.\n- The purchase date was November 2024, and the warranty has expired.\n- Agent advised the customer to record a video (5-10 seconds or longer) of the issue when it recurs and send it via email for further verification.\n- Provided customer support email: support@momcozy.com.\n- No immediate resolution was provided; customer may need to follow up if the problem happens again.\n- Call ended with mutual thanks.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer called regarding a Momcozy sound machine with night light feature that intermittently does not stay on.</li><li>Customer has tried checking the timer and pressing the metal part on top as instructed but the issue is currently not reproducible.</li><li>The agent identified the product model (WN02 Smart White Noise Machine) using the provided Amazon order number.</li><li>The purchase date was November 2024, and the warranty has expired.</li><li>Agent advised the customer to record a video (5-10 seconds or longer) of the issue when it recurs and send it via email for further verification.</li><li>Provided customer support email: support@momcozy.com.</li><li>No immediate resolution was provided; customer may need to follow up if the problem happens again.</li><li>Call ended with mutual thanks.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
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"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Hi. Thank you for calling momcozy. How can I help you today?\n**00:05** **Customer** Hi. I'm calling because I have, um, 1 of your sound machines. It's like a sound machine and night lights, and it is not hold on. Now it's gonna do it. It's doing a weird thing where it's not staying on, And I'm not sure like, I checked that the timer was not set or anything.\n**00:34** **Customer** Although now that I've called you, of course, it's working.\n**00:40** **Agent** Like like, the light is not staying on?\n**00:44** **Customer** Yeah. The light in the sound machine were not staying on. Do you know what could be causing that?\n**00:53** **Agent** There should what the let me just go ahead and try to check, ma'am. Do you have an order number, ma'am, for this 1 so I can check the model?\n**01:02** **Customer** Sure. So it's Amazon. The order number It was do you need the whole thing? Like, start the\n**01:24** **Agent** Yes.\n**01:26** **Customer** Okay. It's 111\n**01:28** **Agent** Mhmm.\n**01:29** **Customer** 56788324822614.\n**01:40** **Agent** 614. Okay. Let me just go ahead and try to pull it up and then check our resources about troubleshooting, ma'am. Okay? 1 second.\n**01:48** **Customer** Okay. Thanks.\n**02:11** **Agent** Alright. Now as I can see here, this 1 is the w n 0 2 white or smart white noise machine that you have. If I may ask, ma'am, are you pressing the metal part at the top 1?\n**02:27** **Customer** Yes. I see. The the problem is now it's working, and I'm not able to duplicate the problem. So I'm wondering if I should wait and call back when I'm having the issue again.\n**02:37** **Agent** Not a problem. Yes. So hold on a sec. Let me just check. I can see here.\n**02:45** **Agent** I see. This 1 was purchased back in 20 24, November. So the warranty is already expired. But nothing to worry, ma'am. If any case you have the same issue, just kindly take a video of it at least 5 to 10 seconds or longer.\n**03:01** **Agent** Any anything would do. K? So just record it and then send it through our email so that we can actually verify what's causing the issue. Okay?\n**03:10** **Customer** Okay. Hold on 1 second. I'm gonna get your email from you if you don't mind.\n**03:15** **Agent** Sure.\n**03:16** **Customer** Hold on 1 second.\n**03:20** **Agent** Okay.\n**03:26** **Customer** What is it?\n**03:28** **Agent** Our email is support@momcozy.com.\n**03:37** **Customer** Okay. Fantastic. Thank you.\n**03:40** **Agent** Not a problem. We'll be waiting for you. Bye bye. Have a good 1. Bye bye.\n**03:44** **Customer** You too. Bye bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Thank you for calling momcozy. How can I help you today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. I'm calling because I have, um, 1 of your sound machines. It's like a sound machine and night lights, and it is not hold on. Now it's gonna do it. It's doing a weird thing where it's not staying on, And I'm not sure like, I checked that the timer was not set or anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Although now that I've called you, of course, it's working.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like like, the light is not staying on?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. The light in the sound machine were not staying on. Do you know what could be causing that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">There should what the let me just go ahead and try to check, ma'am. Do you have an order number, ma'am, for this 1 so I can check the model?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure. So it's Amazon. The order number It was do you need the whole thing? Like, start the</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. It's 111</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">56788324822614.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">614. Okay. Let me just go ahead and try to pull it up and then check our resources about troubleshooting, ma'am. Okay? 1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thanks.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Now as I can see here, this 1 is the w n 0 2 white or smart white noise machine that you have. If I may ask, ma'am, are you pressing the metal part at the top 1?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. I see. The the problem is now it's working, and I'm not able to duplicate the problem. So I'm wondering if I should wait and call back when I'm having the issue again.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not a problem. Yes. So hold on a sec. Let me just check. I can see here.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. This 1 was purchased back in 20 24, November. So the warranty is already expired. But nothing to worry, ma'am. If any case you have the same issue, just kindly take a video of it at least 5 to 10 seconds or longer.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Any anything would do. K? So just record it and then send it through our email so that we can actually verify what's causing the issue. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Hold on 1 second. I'm gonna get your email from you if you don't mind.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hold on 1 second.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What is it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Our email is support@momcozy.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Fantastic. Thank you.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Not a problem. We'll be waiting for you. Bye bye. Have a good 1. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You too. Bye bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:01AgentHi. Thank you for calling momcozy. How can I help you today?00:05CustomerHi. I'm calling because I have, um, 1 of your sound machines. It's like a sound machine and night lights, and it is not hold on. Now it's gonna do it. It's doing a weird thing where it's not staying on, And I'm not sure like, I checked that the timer was not set or anything.00:34CustomerAlthough now that I've called you, of course, it's working.00:40AgentLike like, the light is not staying on?00:44CustomerYeah. The light in the sound machine were not staying on. Do you know what could be causing that?00:53AgentThere should what the let me just go ahead and try to check, ma'am. Do you have an order number, ma'am, for this 1 so I can check the model?01:02CustomerSure. So it's Amazon. The order number It was do you need the whole thing? Like, start the01:24AgentYes.01:26CustomerOkay. It's 11101:28AgentMhmm.01:29Customer56788324822614.01:40Agent614. Okay. Let me just go ahead and try to pull it up and then check our resources about troubleshooting, ma'am. Okay? 1 second.01:48CustomerOkay. Thanks.02:11AgentAlright. Now as I can see here, this 1 is the w n 0 2 white or smart white noise machine that you have. If I may ask, ma'am, are you pressing the metal part at the top 1?02:27CustomerYes. I see. The the problem is now it's working, and I'm not able to duplicate the problem. So I'm wondering if I should wait and call back when I'm having the issue again.02:37AgentNot a problem. Yes. So hold on a sec. Let me just check. I can see here.02:45AgentI see. This 1 was purchased back in 20 24, November. So the warranty is already expired. But nothing to worry, ma'am. If any case you have the same issue, just kindly take a video of it at least 5 to 10 seconds or longer.03:01AgentAny anything would do. K? So just record it and then send it through our email so that we can actually verify what's causing the issue. Okay?03:10CustomerOkay. Hold on 1 second. I'm gonna get your email from you if you don't mind.03:15AgentSure.03:16CustomerHold on 1 second.03:20AgentOkay.03:26CustomerWhat is it?03:28AgentOur email is support@momcozy.com.03:37CustomerOkay. Fantastic. Thank you.03:40AgentNot a problem. We'll be waiting for you. Bye bye. Have a good 1. Bye bye.03:44CustomerYou too. Bye bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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