与 gabriela 的对话

{
  "ticket": {
    "ticket_id": "1251912",
    "subject": "Conversation with gabriela",
    "description": "Conversation with Web User 6a034668ecbcbc9450655c54",
    "status": "solved",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-12T15:28:03Z",
    "updated_at": "2026-05-12T16:04:32Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "mistake when entering the address,",
    "agents_notes": "mistake when entering the address,",
    "category_field_id": "34154549939865",
    "category_name": "After-sales::CI-Incorrect recipient information",
    "category_value": "after-sales__ci-incorrect_recipient_information",
    "category_zh": "收件信息错误"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "native_messaging": 5,
      "chat_transcript": 5
    }
  },
  "messages": [
    {
      "conversation_id": "57853726067993",
      "type": "ReEngagementSent",
      "created_at": "2026-05-12T16:04:32Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "unknown",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853739088025",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-12T16:03:41Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853590965017",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-12T15:53:41Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853559883033",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-12T15:53:38Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853527487385",
      "type": "Comment",
      "created_at": "2026-05-12T15:53:38Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(23:53:33) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n\n \n\nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n \n\nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n\n \n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
    },
    {
      "conversation_id": "57853527357209",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-12T15:53:34Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853517743769",
      "type": "Comment",
      "created_at": "2026-05-12T15:49:28Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(23:25:29) 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(23:25:46) Web User 6a034668ecbcbc9450655c54: Other inquiries\n\n(23:25:50) Momcozy: Please tell us what you need help with.\n\n(23:26:55) Web User 6a034668ecbcbc9450655c54: I just received an email \n\n saying they couldn't find the address and couldn't deliver my order\n\n(23:26:59) Momcozy: You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first.\n\n(23:27:03) Momcozy: Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!\n\n(23:27:36) Web User 6a034668ecbcbc9450655c54: #JJ1658275\n\n(23:27:39) Momcozy: Could you please let me know your name and email address?\n\n(23:27:57) Web User 6a034668ecbcbc9450655c54: name: gabriela\n\nemail: magalaca_93@hotmail.com\n\n(23:28:02) Momcozy: Transferring to a human agent.\n\n(23:29:22) gabriela uploaded: Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf\n\nType: application/pdf\n\nSize: 136297\n\n(23:29:30) Momcozy Dian: Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please.\n\n(23:30:13) gabriela uploaded: Correo_ Gabriela Lama - Outlook.pdf\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf\n\nType: application/pdf\n\nSize: 374313\n\n(23:30:59) gabriela: I wanted to know if there's an option to correct the address and have it resent before Thursday\n\n(23:31:25) Momcozy Dian uploaded: image.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png\n\nType: image/png\n\nSize: 67025\n\n(23:31:25) Momcozy Dian: Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n\n \n\nWe’ve checked your tracking, and the order is still showing as in transit on our system:\n\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n\n \n\nIf you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n\n \n\nYou may reach them here:\n\n📞 +1 (800) 275-8777\n\n \n\nIn the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n\n \n\nIf anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.\n\n(23:33:14) gabriela: We contacted them and they told us they are sending them back to the store\n\n(23:34:36) gabriela: I hope you can help me\n\n(23:34:42) Momcozy Dian uploaded: image.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png\n\nType: image/png\n\nSize: 66067\n\n(23:34:42) Momcozy Dian: We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n\n \n\nWe kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n\n \n\nIf the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n\n \n\nThank you for your patience and understanding.\n\n(23:35:45) gabriela: \n\nThere was a mistake when entering the address, so I don't think it will arrive.\n\n(23:38:18) Momcozy Dian: If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n\n \n\nWe kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n\n \n\nThank you for your understanding, and we’re here if you need any further help.\n\n(23:39:19) Momcozy Dian: Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n\n \n\nThank you for your understanding, and we’re here if you need any further help.\n\n(23:39:27) gabriela: And there's no way to change the address?\n\n(23:40:48) Momcozy Dian: At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n\n \n\nAs we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n\n \n\nYou may reach them here:\n\n📞 +1 (800) 275-8777\n\n \n\nWe truly appreciate your understanding, and please let us know if there’s anything else we can help you with.\n\n(23:48:40) Momcozy Dian: Hi there! Just checking in — are we still connected?"
    },
    {
      "conversation_id": "57853517743641",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-12T15:49:28Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57853212010009",
      "type": "Comment",
      "created_at": "2026-05-12T15:28:03Z",
      "author_id": "57853165456793",
      "author_name": "gabriela",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "native_messaging",
      "public": false,
      "recording_type": "",
      "text": "Conversation with Web User 6a034668ecbcbc9450655c54"
    },
    {
      "conversation_id": "57853212009881",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-12T15:28:03Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    }
  ]
}

{
  "translated_subject": "与 gabriela 的对话",
  "translated_description": "与网页用户 6a034668ecbcbc9450655c54 的对话",
  "translated_agents_notes": "输入地址时出错，",
  "translated_category_label": "售后::收件信息错误",
  "translated_messages": [
    {
      "conversation_id": "57853726067993",
      "created_at": "2026-05-12T16:04:32Z",
      "sender_type": "unknown",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57853739088025",
      "created_at": "2026-05-12T16:03:41Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57853590965017",
      "created_at": "2026-05-12T15:53:41Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57853559883033",
      "created_at": "2026-05-12T15:53:38Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57853527487385",
      "created_at": "2026-05-12T15:53:38Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(23:53:33) Momcozy Dian: 由于我们没有收到您的回复，我们现在将关闭此对话。💛\n\n如果您仍需要帮助或有任何其他问题，请随时再次联系我们——我们将非常乐意为您提供协助！\n\n💻 在线聊天：周一至周五：美东时间上午 7 点至下午 5 点，晚上 8 点至凌晨 4 点；周六至周日：美东时间上午 7 点至下午 5 点\n\n感谢您联系 Momcozy，祝您生活愉快！\n\n***请注意：您的工单可能会被系统自动关闭，但请不要担心。工单关闭并不意味着您的问题已得到解决。如果您有任何问题或疑虑，请随时与我们联系。"
    },
    {
      "conversation_id": "57853527357209",
      "created_at": "2026-05-12T15:53:34Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57853517743769",
      "created_at": "2026-05-12T15:49:28Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(23:25:29) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（哺乳咨询及母婴保健）、吸奶器 (BM03/BM04) 固件更新、产品及活动咨询、订单状态及物流问题、售后服务、其他咨询\n\n(23:25:46) Web User 6a034668ecbcbc9450655c54: 其他咨询\n\n(23:25:50) Momcozy: 请告诉我们您需要什么帮助。\n\n(23:26:55) Web User 6a034668ecbcbc9450655c54: 我刚刚收到一封邮件，说他们找不到地址，无法投递我的订单\n\n(23:26:59) Momcozy: 您很快就会连接到我们友好团队的一员！为了帮助我们尽快解决您的问题，我们需要先收集一些信息。\n\n(23:27:03) Momcozy: 请问能提供一下您的订单号吗？这样我可以立即查看您的投递问题，并更快地为您提供帮助！\n\n(23:27:36) Web User 6a034668ecbcbc9450655c54: #JJ1658275\n\n(23:27:39) Momcozy: 请告知您的姓名和邮箱地址可以吗？\n\n(23:27:57) Web User 6a034668ecbcbc9450655c54: 姓名：gabriela\n邮箱：magalaca_93@hotmail.com\n\n(23:28:02) Momcozy: 正在转接人工客服。\n\n(23:29:22) gabriela 上传了：Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf\n类型: application/pdf\n大小: 136297\n\n(23:29:30) Momcozy Dian: 您好，对于给您带来的不便我们深表歉意，感谢您联系我们！请稍等，让我为您查询一下。\n\n(23:30:13) gabriela 上传了：Correo_ Gabriela Lama - Outlook.pdf\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf\n类型: application/pdf\n大小: 374313\n\n(23:30:59) gabriela: 我想知道是否有办法更正地址并在周四之前重新寄送\n\n(23:31:25) Momcozy Dian 上传了：image.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png\n类型: image/png\n大小: 67025\n\n(23:31:25) Momcozy Dian: 感谢您向我们反映此事，对于由此造成的困惑和不便，我们深表歉意。\n\n我们查验了您的物流单号，系统显示订单仍在运输中：\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n\n如果您直接收到了来自承运商的邮件，称他们无法找到地址，我们建议您直接联系他们，以便他们为您提供说明并更新投递状态。\n\n您可以拨打此电话联系他们：\n📞 +1 (800) 275-8777\n\n同时，请密切关注物流更新，因为有时包裹在初始投递出现问题后会重新尝试投递或重新定向。\n\n如果情况有变或您需要进一步协助，请随时联系我们——我们随时为您提供帮助。\n\n(23:33:14) gabriela: 我们联系了他们，他们告诉我们包裹正在退回商店\n\n(23:34:36) gabriela: 我希望你能帮帮我\n\n(23:34:42) Momcozy Dian 上传了：image.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png\n类型: image/png\n大小: 66067\n\n(23:34:42) Momcozy Dian: 我们理解承运商告知您包裹可能会被退回；但根据最新的物流信息，订单仍显示在运输中，预计明天送达。\n\n我们建议您关注物流链接以获取最新状态，因为承运商的更新有时会实时变化。\n\n在此期间，如果状态确实变为退回，请立即告知我们，我们将很乐意协助您进行后续处理。\n\n感谢您的耐心与理解。\n\n(23:35:45) gabriela: \n输入地址时出错了，所以我认为它送不到。\n\n(23:38:18) Momcozy Dian: 如果地址有误，若无法送达，承运商通常会将包裹退还给我们。不过，目前物流仍显示包裹在运输中，尚未标记为退回。\n\n我们建议您关注物流更新，一旦订单正式标记为退回寄件人，请再次联系我们。届时，我们将能够协助您进行下一步处理。\n\n感谢您的理解，如果您需要任何进一步的帮助，我们随时都在。\n\n(23:39:19) Momcozy Dian: 或者，您也可以直接联系承运商，看看他们是否仍能更新送货地址并尝试重新投递。\n\n感谢您的理解，如果您需要任何进一步的帮助，我们随时都在。\n\n(23:39:27) gabriela: 难道没有办法更改地址吗？\n\n(23:40:48) Momcozy Dian: 在现阶段，遗憾的是我们无法从我们这边更改送货地址，因为订单已经处理完成并已交由承运商进行投递。\n\n正如我们之前提到的，最好的选择是直接联系承运商，因为他们是目前处理运输的一方，如果包裹尚未送达，他们可能仍能更新地址或重新定向包裹。\n\n您可以拨打此电话联系他们：\n📞 +1 (800) 275-8777\n\n非常感谢您的理解，如果您还有其他需要帮助的地方，请告诉我们。\n\n(23:48:40) Momcozy Dian: 您好！确认一下，我们还在连线中吗？"
    },
    {
      "conversation_id": "57853517743641",
      "created_at": "2026-05-12T15:49:28Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57853212010009",
      "created_at": "2026-05-12T15:28:03Z",
      "sender_type": "internal",
      "author_name": "gabriela",
      "channel": "native_messaging",
      "translated_text": "与网页用户 6a034668ecbcbc9450655c54 的对话"
    },
    {
      "conversation_id": "57853212009881",
      "created_at": "2026-05-12T15:28:03Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    }
  ],
  "chinese_reading_text": "标题：与 gabriela 的对话\n既有分类：售后::收件信息错误\n产品/渠道：milk pump::Momcozy::M9 / Agent\n客服备注：输入地址时出错，\n描述：与网页用户 6a034668ecbcbc9450655c54 的对话\n\n会话详情：\n- (2026-05-12 15:28:03) [内部备注]: 与网页用户 6a034668ecbcbc9450655c54 的对话\n- (2026-05-12 15:49:28) [系统]: 用户的订单 #JJ1658275 遇到投递问题。用户 gabriela (magalaca_93@hotmail.com) 表示收到邮件称地址找不到无法送达。由于下单时地址填写错误，用户希望更改地址并重新寄送。客服 Momcozy Dian 解释称系统显示仍在运输中，建议用户联系 USPS (+1 (800) 275-8777) 尝试修改，若最终退回仓库再联系客服处理。目前订单由于已进入配送环节，客服端无法直接修改地址。\n- (2026-05-12 15:53:38) [系统]: 由于长时间未收到回复，客服 Dian 发送了结案话术并提供了服务时间和联系方式。",
  "translation_notes": [
    "部分消息 text 字段为空（如事件消息），已按要求保留为空字符串。",
    "整合了 chat_transcript 内部多段对话的逻辑，确保了客服和客户的交流脉络完整。"
  ]
}

{
  "custom_fields": [
    {
      "id": 32685292044825,
      "value": "shopify_official_web",
      "name": "Shopify::Official web"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "mistake when entering the address,"
    },
    {
      "id": 34154549939865,
      "value": "after-sales__ci-incorrect_recipient_information",
      "name": "After-sales::CI-Incorrect recipient information"
    }
  ],
  "custom_status_id": 32358772428057,
  "ticket_id": 1251912,
  "assignee_id": 46577650054809,
  "created": "2026-05-12T15:28:03Z",
  "subject": "Conversation with gabriela",
  "support_type": "Agent",
  "32685292044825": "Shopify::Official web",
  "33749938239513": "milk pump::Momcozy::M9",
  "34029476051481": "mistake when entering the address,",
  "34154549939865": "After-sales::CI-Incorrect recipient information",
  "34154710239001": null,
  "fields": [
    {
      "id": 32685292044825,
      "value": "shopify_official_web",
      "name": "Shopify::Official web"
    },
    {
      "id": 33749938239513,
      "value": "milk.pump_momcozy_m9_mobile.flow_",
      "name": "milk pump::Momcozy::M9"
    },
    {
      "id": 34029476051481,
      "value": "mistake when entering the address,"
    },
    {
      "id": 34154549939865,
      "value": "after-sales__ci-incorrect_recipient_information",
      "name": "After-sales::CI-Incorrect recipient information"
    }
  ],
  "ticket": {
    "id": 1251912,
    "subject": "Conversation with gabriela",
    "description": "Conversation with Web User 6a034668ecbcbc9450655c54",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1251912.json",
    "custom_status_id": 32358772428057,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57853527487385,
      "body": "(23:53:33) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n\n \n\nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n \n\nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n\n \n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
      "created_at": "2026-05-12T15:53:38Z",
      "author_id": -1,
      "public": true
    }
  }
}

{
  "conversations": [
    {
      "id": 57853726067993,
      "type": "ReEngagementSent",
      "messages_count": 2,
      "recipients": [
        57853165456793
      ],
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T16:04:32Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853739088025,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREE9PWA3GMYQ3MB8N58FC7K",
        "chat_started_event_id": 57853590965017,
        "initiator": 5,
        "reason": 3,
        "is_served": false,
        "visitor_id": "6a034668ecbcbc9450655c54"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T16:03:41Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853590965017,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREE9PWA3GMYQ3MB8N58FC7K",
        "visitor_id": "6a034668ecbcbc9450655c54",
        "user_id": 57853165456793,
        "authenticated": false,
        "integration_id": "666a561ce6fad7a09ad954b8",
        "control_context": {
          "first_message_id": "6a034669f821eae55095ecaa",
          "origin_source_integration": "666a561ce6fad7a09ad954b8",
          "device_guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
          "dataCapture.systemField.requester.email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "6a034668ecbcbc9450655c54",
          "dataCapture.ticketField.name": "gabriela",
          "dataCapture.ticketField.email": "magalaca_93@hotmail.com",
          "dataCapture.ticketField.form-email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.requester.name": "gabriela",
          "dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
        },
        "brand_id": "32404259465241",
        "initiator": 5,
        "conversation_id": "6a034668ecbcbc9450655c5e",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778601220827,
            "status_ts": 1778601220827,
            "event_id": "6a034d049b97c210bf7eaf6f",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034d04dbfb1e04d1eb2e14",
            "chat_index": 0
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:53:41Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853559883033,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREE9G44XXTXMY6Z09AR97CC",
        "chat_started_event_id": 57853527357209,
        "initiator": 2,
        "reason": 4,
        "is_served": true,
        "visitor_id": "6a034668ecbcbc9450655c54"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:53:38Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853527487385,
      "type": "Comment",
      "author_id": -1,
      "body": "(23:53:33) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n \nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n \nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n \n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(23:53:33) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n<br>&nbsp;\n<br>If you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n<br>💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n<br>&nbsp;\n<br>Thank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n<br>&nbsp;\n<br>***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</p></div>",
      "plain_body": "(23:53:33) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n\n&nbsp;\n\nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n&nbsp;\n\nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n\n&nbsp;\n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
      "public": true,
      "attachments": [],
      "audit_id": 57853527487257,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:53:38Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853527357209,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KREE9G44XXTXMY6Z09AR97CC",
        "visitor_id": "6a034668ecbcbc9450655c54",
        "user_id": 57853165456793,
        "authenticated": false,
        "integration_id": "666a561ce6fad7a09ad954b8",
        "control_context": {
          "first_message_id": "6a034669f821eae55095ecaa",
          "origin_source_integration": "666a561ce6fad7a09ad954b8",
          "device_guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
          "dataCapture.systemField.requester.email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "6a034668ecbcbc9450655c54",
          "dataCapture.ticketField.name": "gabriela",
          "dataCapture.ticketField.email": "magalaca_93@hotmail.com",
          "dataCapture.ticketField.form-email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.requester.name": "gabriela",
          "dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
        },
        "brand_id": "32404259465241",
        "initiator": 2,
        "conversation_id": "6a034668ecbcbc9450655c5e",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "timestamp": 1778601213841,
            "original_message_type": "text",
            "message": "Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n \nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n \nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n \n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
            "message_id": "6a034cfd1ec32006ffea45ff",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a034cfd1ec32006ffea45ff",
              "received": "2026-05-12T15:53:33.841Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n \nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n \nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n \n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
                  "html_text": "Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛<br /> <br />If you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!<br />💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST<br /> <br />Thank you for connecting with Momcozy, and we wish you a wonderful day ahead!<br /> <br />***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:53:33.808Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "bac8e400-4e1a-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 0
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778601213931,
            "status_ts": 1778601213931,
            "event_id": "6a034cfd841e60aaf1d5167f",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034cfd1ec32006ffea45ff",
            "chat_index": 1
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:53:34Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853517743769,
      "type": "Comment",
      "author_id": -1,
      "body": "(23:25:29) 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(23:25:46) Web User 6a034668ecbcbc9450655c54: Other inquiries\n(23:25:50) Momcozy: Please tell us what you need help with.\n(23:26:55) Web User 6a034668ecbcbc9450655c54: I just received an email\n\nsaying they couldn't find the address and couldn't deliver my order\n(23:26:59) Momcozy: You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first.\n(23:27:03) Momcozy: Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!\n(23:27:36) Web User 6a034668ecbcbc9450655c54: #JJ1658275\n(23:27:39) Momcozy: Could you please let me know your name and email address?\n(23:27:57) Web User 6a034668ecbcbc9450655c54: name: gabriela\nemail: magalaca_93@hotmail.com\n(23:28:02) Momcozy: Transferring to a human agent.\n(23:29:22) gabriela uploaded: Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf\nType: application/pdf\nSize: 136297\n(23:29:30) Momcozy Dian: Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please.\n(23:30:13) gabriela uploaded: Correo_ Gabriela Lama - Outlook.pdf\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf\nType: application/pdf\nSize: 374313\n(23:30:59) gabriela: I wanted to know if there's an option to correct the address and have it resent before Thursday\n(23:31:25) Momcozy Dian uploaded: image.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png\nType: image/png\nSize: 67025\n(23:31:25) Momcozy Dian: Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n \nWe’ve checked your tracking, and the order is still showing as in transit on our system:\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n \nIf you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nIn the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n \nIf anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.\n(23:33:14) gabriela: We contacted them and they told us they are sending them back to the store\n(23:34:36) gabriela: I hope you can help me\n(23:34:42) Momcozy Dian uploaded: image.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png\nType: image/png\nSize: 66067\n(23:34:42) Momcozy Dian: We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n \nWe kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n \nIf the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n \nThank you for your patience and understanding.\n(23:35:45) gabriela: \nThere was a mistake when entering the address, so I don't think it will arrive.\n(23:38:18) Momcozy Dian: If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n \nWe kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n \nThank you for your understanding, and we’re here if you need any further help.\n(23:39:19) Momcozy Dian: Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n \nThank you for your understanding, and we’re here if you need any further help.\n(23:39:27) gabriela: And there's no way to change the address?\n(23:40:48) Momcozy Dian: At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n \nAs we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nWe truly appreciate your understanding, and please let us know if there’s anything else we can help you with.\n(23:48:40) Momcozy Dian: Hi there! Just checking in — are we still connected?",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(23:25:29) 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>(23:25:46) Web User 6a034668ecbcbc9450655c54: Other inquiries\n<br>(23:25:50) Momcozy: Please tell us what you need help with.\n<br>(23:26:55) Web User 6a034668ecbcbc9450655c54: I just received an email</p>\n\n<p dir=\"auto\">saying they couldn't find the address and couldn't deliver my order\n<br>(23:26:59) Momcozy: You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first.\n<br>(23:27:03) Momcozy: Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!\n<br>(23:27:36) Web User 6a034668ecbcbc9450655c54: #JJ1658275\n<br>(23:27:39) Momcozy: Could you please let me know your name and email address?\n<br>(23:27:57) Web User 6a034668ecbcbc9450655c54: name: gabriela\n<br>email: <a href=\"mailto:magalaca_93@hotmail.com\" rel=\"noreferrer\">magalaca_93@hotmail.com</a>\n<br>(23:28:02) Momcozy: Transferring to a human agent.\n<br>(23:29:22) gabriela uploaded: Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf</a>\n<br>Type: application/pdf\n<br>Size: 136297\n<br>(23:29:30) Momcozy Dian: Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please.\n<br>(23:30:13) gabriela uploaded: Correo_ Gabriela Lama - Outlook.pdf\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf</a>\n<br>Type: application/pdf\n<br>Size: 374313\n<br>(23:30:59) gabriela: I wanted to know if there's an option to correct the address and have it resent before Thursday\n<br>(23:31:25) Momcozy Dian uploaded: image.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png</a>\n<br>Type: image/png\n<br>Size: 67025\n<br>(23:31:25) Momcozy Dian: Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n<br>&nbsp;\n<br>We’ve checked your tracking, and the order is still showing as in transit on our system:\n<br><a href=\"https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\" target=\"_blank\" rel=\"nofollow noreferrer\">https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437</a>\n<br>&nbsp;\n<br>If you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n<br>&nbsp;\n<br>You may reach them here:\n<br>📞 +1 (800) 275-8777\n<br>&nbsp;\n<br>In the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n<br>&nbsp;\n<br>If anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.\n<br>(23:33:14) gabriela: We contacted them and they told us they are sending them back to the store\n<br>(23:34:36) gabriela: I hope you can help me\n<br>(23:34:42) Momcozy Dian uploaded: image.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png</a>\n<br>Type: image/png\n<br>Size: 66067\n<br>(23:34:42) Momcozy Dian: We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n<br>&nbsp;\n<br>We kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n<br>&nbsp;\n<br>If the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n<br>&nbsp;\n<br>Thank you for your patience and understanding.\n<br>(23:35:45) gabriela: \n<br>There was a mistake when entering the address, so I don't think it will arrive.\n<br>(23:38:18) Momcozy Dian: If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n<br>&nbsp;\n<br>We kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n<br>&nbsp;\n<br>Thank you for your understanding, and we’re here if you need any further help.\n<br>(23:39:19) Momcozy Dian: Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n<br>&nbsp;\n<br>Thank you for your understanding, and we’re here if you need any further help.\n<br>(23:39:27) gabriela: And there's no way to change the address?\n<br>(23:40:48) Momcozy Dian: At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n<br>&nbsp;\n<br>As we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n<br>&nbsp;\n<br>You may reach them here:\n<br>📞 +1 (800) 275-8777\n<br>&nbsp;\n<br>We truly appreciate your understanding, and please let us know if there’s anything else we can help you with.\n<br>(23:48:40) Momcozy Dian: Hi there! Just checking in — are we still connected?</p></div>",
      "plain_body": "(23:25:29) 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(23:25:46) Web User 6a034668ecbcbc9450655c54: Other inquiries\n\n(23:25:50) Momcozy: Please tell us what you need help with.\n\n(23:26:55) Web User 6a034668ecbcbc9450655c54: I just received an email \n\n saying they couldn't find the address and couldn't deliver my order\n\n(23:26:59) Momcozy: You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first.\n\n(23:27:03) Momcozy: Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!\n\n(23:27:36) Web User 6a034668ecbcbc9450655c54: #JJ1658275\n\n(23:27:39) Momcozy: Could you please let me know your name and email address?\n\n(23:27:57) Web User 6a034668ecbcbc9450655c54: name: gabriela\n\nemail: magalaca_93@hotmail.com\n\n(23:28:02) Momcozy: Transferring to a human agent.\n\n(23:29:22) gabriela uploaded: Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf\n\nType: application/pdf\n\nSize: 136297\n\n(23:29:30) Momcozy Dian: Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please.\n\n(23:30:13) gabriela uploaded: Correo_ Gabriela Lama - Outlook.pdf\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf\n\nType: application/pdf\n\nSize: 374313\n\n(23:30:59) gabriela: I wanted to know if there's an option to correct the address and have it resent before Thursday\n\n(23:31:25) Momcozy Dian uploaded: image.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png\n\nType: image/png\n\nSize: 67025\n\n(23:31:25) Momcozy Dian: Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n\n&nbsp;\n\nWe’ve checked your tracking, and the order is still showing as in transit on our system:\n\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n\n&nbsp;\n\nIf you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n\n&nbsp;\n\nYou may reach them here:\n\n📞 +1 (800) 275-8777\n\n&nbsp;\n\nIn the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n\n&nbsp;\n\nIf anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.\n\n(23:33:14) gabriela: We contacted them and they told us they are sending them back to the store\n\n(23:34:36) gabriela: I hope you can help me\n\n(23:34:42) Momcozy Dian uploaded: image.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png\n\nType: image/png\n\nSize: 66067\n\n(23:34:42) Momcozy Dian: We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n\n&nbsp;\n\nWe kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n\n&nbsp;\n\nIf the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n\n&nbsp;\n\nThank you for your patience and understanding.\n\n(23:35:45) gabriela: \n\nThere was a mistake when entering the address, so I don't think it will arrive.\n\n(23:38:18) Momcozy Dian: If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n\n&nbsp;\n\nWe kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n\n&nbsp;\n\nThank you for your understanding, and we’re here if you need any further help.\n\n(23:39:19) Momcozy Dian: Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n\n&nbsp;\n\nThank you for your understanding, and we’re here if you need any further help.\n\n(23:39:27) gabriela: And there's no way to change the address?\n\n(23:40:48) Momcozy Dian: At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n\n&nbsp;\n\nAs we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n\n&nbsp;\n\nYou may reach them here:\n\n📞 +1 (800) 275-8777\n\n&nbsp;\n\nWe truly appreciate your understanding, and please let us know if there’s anything else we can help you with.\n\n(23:48:40) Momcozy Dian: Hi there! Just checking in — are we still connected?",
      "public": true,
      "attachments": [],
      "audit_id": 57853517743513,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:49:28Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853517743641,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRECTS156G8K81X6FN0TJQCF",
        "chat_started_event_id": 57853212009881,
        "initiator": 1,
        "reason": 3,
        "is_served": true,
        "visitor_id": "6a034668ecbcbc9450655c54"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:49:28Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853212010009,
      "type": "Comment",
      "author_id": 57853165456793,
      "body": "Conversation with Web User 6a034668ecbcbc9450655c54",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with Web User 6a034668ecbcbc9450655c54</p></div>",
      "plain_body": "Conversation with Web User 6a034668ecbcbc9450655c54",
      "public": false,
      "attachments": [],
      "audit_id": 57853212009753,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:28:03Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57853212009881,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "visitor_id": "6a034668ecbcbc9450655c54",
        "conversation_id": "6a034668ecbcbc9450655c5e",
        "integration_id": "666a561ce6fad7a09ad954b8",
        "brand_id": "32404259465241",
        "backend": "ocb",
        "chat_id": "01KRECTS156G8K81X6FN0TJQCF",
        "user_id": 57853165456793,
        "authenticated": false,
        "new_user": true,
        "tags": [],
        "initiator": 1,
        "control_context": {
          "first_message_id": "6a034669f821eae55095ecaa",
          "origin_source_integration": "666a561ce6fad7a09ad954b8",
          "device_guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
          "dataCapture.systemField.requester.email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "6a034668ecbcbc9450655c54",
          "dataCapture.ticketField.name": "gabriela",
          "dataCapture.ticketField.email": "magalaca_93@hotmail.com",
          "dataCapture.ticketField.form-email": "magalaca_93@hotmail.com",
          "dataCapture.systemField.requester.name": "gabriela",
          "dataCapture.ticketField.origin_source_integration": "666a561ce6fad7a09ad954b8"
        },
        "history": [
          {
            "timestamp": 1778599529870,
            "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": "6a034669f821eae55095ecaa",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a034669f821eae55095ecaa",
              "received": "2026-05-12T15:25:29.870Z",
              "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": 1778599546804,
            "original_message_type": "text",
            "message": "Other inquiries",
            "message_id": "6a03467a74cf4d86cb45091a",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "Web User 6a034668ecbcbc9450655c54",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03467a74cf4d86cb45091a",
              "received": "2026-05-12T15:25:46.804Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "Web User 6a034668ecbcbc9450655c54",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Other inquiries",
                  "payload": "Other inquiries"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:25:46.807Z",
                  "info": {
                    "vendor": "zendesk",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "city": "Trujillo",
                    "sdkVersion": "0.1",
                    "country": "Peru",
                    "referrer": "",
                    "countryCode": "PE",
                    "currentUrl": "https://momcozy.com/",
                    "browserLanguage": "es-ES",
                    "URL": "momcozy.com",
                    "state": "La Libertad",
                    "stateCode": "LAL",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "ipAddress": "179.7.16.147"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 1
          },
          {
            "timestamp": 1778599550688,
            "original_message_type": "text",
            "message": "Please tell us what you need help with.",
            "message_id": "6a03467e5945ec6c7c5636f9",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03467e5945ec6c7c5636f9",
              "received": "2026-05-12T15:25:50.688Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Please tell us what you need help with."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "442f4076-d8b1-4c13-afea-ad5e69b02dc6"
              }
            },
            "chat_index": 2
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599550788,
            "status_ts": 1778599550788,
            "event_id": "6a03467e841e60aaf1d1eb75",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03467e5945ec6c7c5636f9",
            "chat_index": 3
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599551247,
            "actor_type": "end-user",
            "status_ts": 1778599551247,
            "event_id": "6a03467f42c9114456d7a4b0",
            "status": "READ",
            "chat_index": 4
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599551253,
            "status_ts": 1778599551253,
            "event_id": "6a03467fe932f71c8b65b20e",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03467e5945ec6c7c5636f9",
            "chat_index": 5
          },
          {
            "timestamp": 1778599615255,
            "original_message_type": "text",
            "message": "I just received an email\n\nsaying they couldn't find the address and couldn't deliver my order",
            "message_id": "6a0346bfac55f4e3c77c9fef",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "Web User 6a034668ecbcbc9450655c54",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346bfac55f4e3c77c9fef",
              "received": "2026-05-12T15:26:55.255Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "Web User 6a034668ecbcbc9450655c54",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I just received an email\n\nsaying they couldn't find the address and couldn't deliver my order"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:26:55.258Z",
                  "info": {
                    "vendor": "zendesk",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "city": "Trujillo",
                    "sdkVersion": "0.1",
                    "country": "Peru",
                    "referrer": "",
                    "countryCode": "PE",
                    "currentUrl": "https://momcozy.com/",
                    "browserLanguage": "es-ES",
                    "URL": "momcozy.com",
                    "state": "La Libertad",
                    "stateCode": "LAL",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "ipAddress": "179.7.16.147"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 6
          },
          {
            "timestamp": 1778599619687,
            "original_message_type": "text",
            "message": "You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first.",
            "message_id": "6a0346c346df1e058b38d9b2",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346c346df1e058b38d9b2",
              "received": "2026-05-12T15:26:59.687Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "You'll be connected to one of our friendly team members soon! To help us solve your issue as quickly as possible, we just need to gather a bit of information first."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "442f4076-d8b1-4c13-afea-ad5e69b02dc6"
              }
            },
            "chat_index": 7
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599619799,
            "status_ts": 1778599619799,
            "event_id": "6a0346c39b97c210bf7bbb01",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346c346df1e058b38d9b2",
            "chat_index": 8
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599620497,
            "actor_type": "end-user",
            "status_ts": 1778599620497,
            "event_id": "6a0346c4670250719c86d077",
            "status": "READ",
            "chat_index": 9
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599620524,
            "status_ts": 1778599620524,
            "event_id": "6a0346c4670250719c86d088",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346c346df1e058b38d9b2",
            "chat_index": 10
          },
          {
            "timestamp": 1778599623347,
            "original_message_type": "text",
            "message": "Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!",
            "message_id": "6a0346c774cf4d86cb45f4ff",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346c774cf4d86cb45f4ff",
              "received": "2026-05-12T15:27:03.347Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Could you please share your order number with me? That way, I can look into your delivery issue right away and help you even faster!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "442f4076-d8b1-4c13-afea-ad5e69b02dc6"
              }
            },
            "chat_index": 11
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599623437,
            "status_ts": 1778599623437,
            "event_id": "6a0346c7841e60aaf1d20e04",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346c774cf4d86cb45f4ff",
            "chat_index": 12
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599624102,
            "actor_type": "end-user",
            "status_ts": 1778599624102,
            "event_id": "6a0346c82320c37ffac34638",
            "status": "READ",
            "chat_index": 13
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599624140,
            "status_ts": 1778599624140,
            "event_id": "6a0346c82320c37ffac34666",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346c774cf4d86cb45f4ff",
            "chat_index": 14
          },
          {
            "timestamp": 1778599656087,
            "original_message_type": "text",
            "message": "#JJ1658275",
            "message_id": "6a0346e846df1e058b394c3b",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "Web User 6a034668ecbcbc9450655c54",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346e846df1e058b394c3b",
              "received": "2026-05-12T15:27:36.087Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "Web User 6a034668ecbcbc9450655c54",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "#JJ1658275"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:27:36.090Z",
                  "info": {
                    "vendor": "zendesk",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "city": "Trujillo",
                    "sdkVersion": "0.1",
                    "country": "Peru",
                    "referrer": "",
                    "countryCode": "PE",
                    "currentUrl": "https://momcozy.com/",
                    "browserLanguage": "es-ES",
                    "URL": "momcozy.com",
                    "state": "La Libertad",
                    "stateCode": "LAL",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "ipAddress": "179.7.16.147"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 15
          },
          {
            "timestamp": 1778599659853,
            "original_message_type": "text",
            "message": "Could you please let me know your name and email address?",
            "message_id": "6a0346eb74cf4d86cb466d5f",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346eb74cf4d86cb466d5f",
              "received": "2026-05-12T15:27:39.853Z",
              "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": "442f4076-d8b1-4c13-afea-ad5e69b02dc6"
              }
            },
            "chat_index": 16
          },
          {
            "timestamp": 1778599659863,
            "original_message_type": "form",
            "message": "",
            "message_id": "6a0346eb74cf4d86cb466d67",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346eb74cf4d86cb466d67",
              "received": "2026-05-12T15:27:39.863Z",
              "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": 17
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599659941,
            "status_ts": 1778599659941,
            "event_id": "6a0346eb2a2f74723353b994",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346eb74cf4d86cb466d5f",
            "chat_index": 18
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599659941,
            "status_ts": 1778599659941,
            "event_id": "6a0346eb2a2f74723353b995",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346eb74cf4d86cb466d67",
            "chat_index": 19
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599660419,
            "actor_type": "end-user",
            "status_ts": 1778599660419,
            "event_id": "6a0346ec87212ac5f0a5fdf0",
            "status": "READ",
            "chat_index": 20
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599660473,
            "status_ts": 1778599660473,
            "event_id": "6a0346ec87212ac5f0a5fe0a",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346eb74cf4d86cb466d5f",
            "chat_index": 21
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599660473,
            "status_ts": 1778599660473,
            "event_id": "6a0346ec87212ac5f0a5fe0b",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0346eb74cf4d86cb466d67",
            "chat_index": 22
          },
          {
            "timestamp": 1778599677637,
            "original_message_type": "form_response",
            "message": "name: gabriela\nemail: magalaca_93@hotmail.com",
            "message_id": "6a0346fdac55f4e3c77d6212",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "Web User 6a034668ecbcbc9450655c54",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0346fdac55f4e3c77d6212",
              "received": "2026-05-12T15:27:57.637Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "Web User 6a034668ecbcbc9450655c54",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "form_response": {
                  "type": "formResponse",
                  "text_fallback": "name: gabriela\nemail: magalaca_93@hotmail.com",
                  "fields": [
                    {
                      "type": "TEXT",
                      "name": "name",
                      "label": "name",
                      "min_size": 1,
                      "max_size": 128,
                      "text": "gabriela"
                    },
                    {
                      "type": "EMAIL",
                      "name": "email",
                      "label": "email",
                      "email": "magalaca_93@hotmail.com"
                    }
                  ]
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:27:57.641Z",
                  "info": {
                    "vendor": "zendesk",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "city": "Trujillo",
                    "sdkVersion": "0.1",
                    "country": "Peru",
                    "referrer": "",
                    "countryCode": "PE",
                    "currentUrl": "https://momcozy.com/",
                    "browserLanguage": "es-ES",
                    "URL": "momcozy.com",
                    "state": "La Libertad",
                    "stateCode": "LAL",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "ipAddress": "179.7.16.147"
                  }
                }
              },
              "quoted_message": {
                "message": {
                  "type": "message",
                  "message": {
                    "id": "6a0346eb74cf4d86cb466d67",
                    "received": "2026-05-12T15:27:39.863Z",
                    "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": "gabriela"
                          },
                          {
                            "type": "EMAIL",
                            "name": "email",
                            "label": "email",
                            "email": "magalaca_93@hotmail.com"
                          }
                        ],
                        "submitted": true
                      }
                    },
                    "source": {
                      "type": "ultimate"
                    }
                  }
                }
              }
            },
            "chat_index": 23
          },
          {
            "timestamp": 1778599682066,
            "original_message_type": "text",
            "message": "Transferring to a human agent.",
            "message_id": "6a03470230597835ae38115e",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03470230597835ae38115e",
              "received": "2026-05-12T15:28:02.066Z",
              "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": "442f4076-d8b1-4c13-afea-ad5e69b02dc6"
              }
            },
            "chat_index": 24
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599682166,
            "status_ts": 1778599682166,
            "event_id": "6a034702c3a29f45374b32ab",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03470230597835ae38115e",
            "chat_index": 25
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599682636,
            "actor_type": "end-user",
            "status_ts": 1778599682636,
            "event_id": "6a034702670250719c879eea",
            "status": "READ",
            "chat_index": 26
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599682667,
            "status_ts": 1778599682667,
            "event_id": "6a034702670250719c879f15",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03470230597835ae38115e",
            "chat_index": 27
          },
          {
            "timestamp": 1778599762615,
            "original_message_type": "file",
            "message": "",
            "message_id": "6a034752bce7344d91e58990",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "mime_type": "application/pdf",
            "size": 136297,
            "url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf",
            "filename": "Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf",
            "type": "ChatFileAttachment",
            "original_message": {
              "id": "6a034752bce7344d91e58990",
              "received": "2026-05-12T15:29:22.615Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "file": {
                  "type": "file",
                  "media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRECX6E0BVNFT2SHD6A01YAS/Order%20%23JJ1658275%20confirmed_%20Gabriela%20Lama%20-%20Outlook.pdf",
                  "media_type": "application/pdf",
                  "media_size": 136297,
                  "alt_text": "Order #JJ1658275 confirmed_ Gabriela Lama - Outlook.pdf",
                  "attachment_id": "01KRECX6E0BVNFT2SHD6A01YAS",
                  "malware_scan_result": 2,
                  "malware_access_override": false
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:29:22.341Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              }
            },
            "chat_index": 28
          },
          {
            "timestamp": 1778599770804,
            "original_message_type": "text",
            "message": "Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please.",
            "message_id": "6a03475a5945ec6c7c58fc78",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03475a5945ec6c7c58fc78",
              "received": "2026-05-12T15:29:30.804Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hello, we sincerely apologize for the inconvenience this has caused and thank you for reaching out to us! Kindly allow me a moment to check please."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:29:30.772Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "5ea56cf0-4e17-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 29
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599770900,
            "status_ts": 1778599770900,
            "event_id": "6a03475a9b97c210bf7c01f4",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03475a5945ec6c7c58fc78",
            "chat_index": 30
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599771533,
            "actor_type": "end-user",
            "status_ts": 1778599771533,
            "event_id": "6a03475b74cf4d86cb47d594",
            "status": "READ",
            "chat_index": 31
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599771564,
            "status_ts": 1778599771564,
            "event_id": "6a03475b74cf4d86cb47d59b",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03475a5945ec6c7c58fc78",
            "chat_index": 32
          },
          {
            "timestamp": 1778599813525,
            "original_message_type": "file",
            "message": "",
            "message_id": "6a03478542c9114456db0088",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "mime_type": "application/pdf",
            "size": 374313,
            "url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf",
            "filename": "Correo_ Gabriela Lama - Outlook.pdf",
            "type": "ChatFileAttachment",
            "original_message": {
              "id": "6a03478542c9114456db0088",
              "received": "2026-05-12T15:30:13.525Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "file": {
                  "type": "file",
                  "media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRECYR16VVQ4XTKE6XKPS73V/Correo_%20Gabriela%20Lama%20-%20Outlook.pdf",
                  "media_type": "application/pdf",
                  "media_size": 374313,
                  "alt_text": "Correo_ Gabriela Lama - Outlook.pdf",
                  "attachment_id": "01KRECYR16VVQ4XTKE6XKPS73V",
                  "malware_scan_result": 2,
                  "malware_access_override": false
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:30:13.112Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              }
            },
            "chat_index": 33
          },
          {
            "timestamp": 1778599859569,
            "original_message_type": "text",
            "message": "I wanted to know if there's an option to correct the address and have it resent before Thursday",
            "message_id": "6a0347b3be09d2bb4b815cdc",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0347b3be09d2bb4b815cdc",
              "received": "2026-05-12T15:30:59.569Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I wanted to know if there's an option to correct the address and have it resent before Thursday"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:30:59.573Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 34
          },
          {
            "timestamp": 1778599885916,
            "original_message_type": "image",
            "message": "",
            "message_id": "6a0347cdecbcbc945069f176",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "mime_type": "image/png",
            "size": 67025,
            "url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png",
            "filename": "image.png",
            "support_attachment_id": "01KRED0VBHHKBETSQMRZEP4XFE",
            "type": "ChatFileAttachment",
            "original_message": {
              "id": "6a0347cdecbcbc945069f176",
              "received": "2026-05-12T15:31:25.916Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "image": {
                  "type": "image",
                  "media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRED0VBHHKBETSQMRZEP4XFE/image.png",
                  "media_type": "image/png",
                  "media_size": 67025,
                  "alt_text": "image.png",
                  "attachment_id": "01KRED0VBHHKBETSQMRZEP4XFE",
                  "malware_scan_result": 2,
                  "malware_access_override": false
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:31:25.877Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.attachment_filename": {
                    "string_value": "image.png"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  },
                  "__zendesk_msg.attachment_id": {
                    "string_value": "01KRED0VBHHKBETSQMRZEP4XFE"
                  }
                }
              }
            },
            "chat_index": 35
          },
          {
            "timestamp": 1778599885969,
            "original_message_type": "text",
            "message": "Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n \nWe’ve checked your tracking, and the order is still showing as in transit on our system:\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n \nIf you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nIn the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n \nIf anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.",
            "message_id": "6a0347cdecbcbc945069f1df",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0347cdecbcbc945069f1df",
              "received": "2026-05-12T15:31:25.969Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.\n \nWe’ve checked your tracking, and the order is still showing as in transit on our system:\nhttps://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\n \nIf you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nIn the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.\n \nIf anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help.",
                  "html_text": "Thank you for bringing this to our attention, and we’re sorry for the confusion and inconvenience this has caused.<br /> <br />We’ve checked your tracking, and the order is still showing as <strong>in transit</strong> on our system:<br /><a target=\"_blank\" href=\"https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437\">https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9235990361147021628437</a><br /> <br />If you have received an email directly from the carrier stating they were unable to locate the address, we kindly recommend contacting them directly so they can provide clarification and update the delivery status for you.<br /> <br />You may reach them here:<br />📞 +1 (800) 275-8777<br /> <br />In the meantime, please keep an eye on the tracking updates, as sometimes parcels are reattempted or redirected after an initial delivery issue.<br /> <br />If anything changes or you need further assistance, please don’t hesitate to reach out—we’re here to help."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:31:25.944Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "a33eeb20-4e17-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 36
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599886007,
            "status_ts": 1778599886007,
            "event_id": "6a0347ce92bbd04c18187167",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0347cdecbcbc945069f176",
            "chat_index": 37
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599886066,
            "status_ts": 1778599886066,
            "event_id": "6a0347cec3a29f45374b8db0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0347cdecbcbc945069f1df",
            "chat_index": 38
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599909332,
            "actor_type": "end-user",
            "status_ts": 1778599909332,
            "event_id": "6a0347e5249c23d18297aefc",
            "status": "READ",
            "chat_index": 39
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599909366,
            "status_ts": 1778599909366,
            "event_id": "6a0347e5249c23d18297af09",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0347cdecbcbc945069f176",
            "chat_index": 40
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778599909366,
            "status_ts": 1778599909366,
            "event_id": "6a0347e5249c23d18297af0a",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0347cdecbcbc945069f1df",
            "chat_index": 41
          },
          {
            "timestamp": 1778599994494,
            "original_message_type": "text",
            "message": "We contacted them and they told us they are sending them back to the store",
            "message_id": "6a03483a670250719c8be36e",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03483a670250719c8be36e",
              "received": "2026-05-12T15:33:14.494Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "We contacted them and they told us they are sending them back to the store"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:33:14.498Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 42
          },
          {
            "timestamp": 1778600076351,
            "original_message_type": "text",
            "message": "I hope you can help me",
            "message_id": "6a03488c1ec32006ffdd0438",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03488c1ec32006ffdd0438",
              "received": "2026-05-12T15:34:36.351Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I hope you can help me"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:34:36.355Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 43
          },
          {
            "timestamp": 1778600082190,
            "original_message_type": "image",
            "message": "",
            "message_id": "6a034892ecbcbc94506c679d",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "mime_type": "image/png",
            "size": 66067,
            "url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png",
            "filename": "image.png",
            "support_attachment_id": "01KRED6TPT82AQEHK9HXZK4KXG",
            "type": "ChatFileAttachment",
            "original_message": {
              "id": "6a034892ecbcbc94506c679d",
              "received": "2026-05-12T15:34:42.190Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "image": {
                  "type": "image",
                  "media_url": "https://rootglobal.zendesk.com/sc/attachments/v2/01KRED6TPT82AQEHK9HXZK4KXG/image.png",
                  "media_type": "image/png",
                  "media_size": 66067,
                  "alt_text": "image.png",
                  "attachment_id": "01KRED6TPT82AQEHK9HXZK4KXG",
                  "malware_scan_result": 2,
                  "malware_access_override": false
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:34:42.155Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.attachment_filename": {
                    "string_value": "image.png"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  },
                  "__zendesk_msg.attachment_id": {
                    "string_value": "01KRED6TPT82AQEHK9HXZK4KXG"
                  }
                }
              }
            },
            "chat_index": 44
          },
          {
            "timestamp": 1778600082210,
            "original_message_type": "text",
            "message": "We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n \nWe kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n \nIf the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n \nThank you for your patience and understanding.",
            "message_id": "6a034892249c23d18299d2d2",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a034892249c23d18299d2d2",
              "received": "2026-05-12T15:34:42.210Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as in transit and is expected to be delivered tomorrow.\n \nWe kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.\n \nIf the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.\n \nThank you for your patience and understanding.",
                  "html_text": "We understand you were advised by the carrier that the package may be returned; however, according to the latest tracking information, the order is still showing as <strong>in transit and is expected to be delivered tomorrow</strong>.<br /> <br />We kindly recommend keeping an eye on the tracking link for the most up-to-date status, as carrier updates can sometimes change in real time.<br /> <br />If the status does change to a return in the meantime, please let us know immediately and we will be happy to assist you further with the next steps.<br /> <br />Thank you for your patience and understanding."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:34:42.171Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "1841c0a0-4e18-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 45
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600082285,
            "status_ts": 1778600082285,
            "event_id": "6a034892c02e538512e8173c",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034892ecbcbc94506c679d",
            "chat_index": 46
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600082292,
            "status_ts": 1778600082292,
            "event_id": "6a034892244e9194dee909c5",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034892249c23d18299d2d2",
            "chat_index": 47
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600083237,
            "actor_type": "end-user",
            "status_ts": 1778600083237,
            "event_id": "6a0348931932a0845ffe3a80",
            "status": "READ",
            "chat_index": 48
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600083262,
            "status_ts": 1778600083262,
            "event_id": "6a0348931932a0845ffe3a95",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034892ecbcbc94506c679d",
            "chat_index": 49
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600083262,
            "status_ts": 1778600083262,
            "event_id": "6a0348931932a0845ffe3a96",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034892249c23d18299d2d2",
            "chat_index": 50
          },
          {
            "timestamp": 1778600145033,
            "original_message_type": "text",
            "message": "\nThere was a mistake when entering the address, so I don't think it will arrive.",
            "message_id": "6a0348d1e932f71c8b6d5ac7",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0348d1e932f71c8b6d5ac7",
              "received": "2026-05-12T15:35:45.033Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "\nThere was a mistake when entering the address, so I don't think it will arrive."
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:35:45.037Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 51
          },
          {
            "timestamp": 1778600298337,
            "original_message_type": "text",
            "message": "If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n \nWe kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n \nThank you for your understanding, and we’re here if you need any further help.",
            "message_id": "6a03496a3aa9746edd0f4a9e",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03496a3aa9746edd0f4a9e",
              "received": "2026-05-12T15:38:18.337Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as in transit, so it has not yet been marked as returned.\n \nWe kindly recommend keeping an eye on the tracking updates, and once the order is officially marked as returned to sender, please reach back out to us. At that point, we’ll be able to assist you further with the next steps.\n \nThank you for your understanding, and we’re here if you need any further help.",
                  "html_text": "If there was an address mistake, the carrier will typically return the package back to us if it cannot be delivered. However, at the moment the tracking is still showing the parcel as <strong>in transit</strong>, so it has not yet been marked as returned.<br /> <br />We kindly recommend keeping an eye on the tracking updates, <strong>and once the order is officially marked as returned to sender, please reach back out to us.</strong> At that point, we’ll be able to assist you further with the next steps.<br /> <br />Thank you for your understanding, and we’re here if you need any further help."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:38:18.304Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "990c5560-4e18-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 52
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600298439,
            "status_ts": 1778600298439,
            "event_id": "6a03496a9b97c210bf7cf1d0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03496a3aa9746edd0f4a9e",
            "chat_index": 53
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600315998,
            "actor_type": "end-user",
            "status_ts": 1778600315998,
            "event_id": "6a03497b2537faebaa6381b7",
            "status": "READ",
            "chat_index": 54
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600316034,
            "status_ts": 1778600316034,
            "event_id": "6a03497c2537faebaa6381e0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03496a3aa9746edd0f4a9e",
            "chat_index": 55
          },
          {
            "timestamp": 1778600359311,
            "original_message_type": "text",
            "message": "Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n \nThank you for your understanding, and we’re here if you need any further help.",
            "message_id": "6a0349a71493ba09cb9cecba",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0349a71493ba09cb9cecba",
              "received": "2026-05-12T15:39:19.311Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Alternatively, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.\n \nThank you for your understanding, and we’re here if you need any further help.",
                  "html_text": "Alternatively<strong>, you may also contact the carrier directly to see if they can still update the delivery address and attempt redelivery.</strong><br /> <br />Thank you for your understanding, and we’re here if you need any further help."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:39:19.279Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "bd7418c0-4e18-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 56
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600359405,
            "status_ts": 1778600359405,
            "event_id": "6a0349a7841e60aaf1d3476a",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0349a71493ba09cb9cecba",
            "chat_index": 57
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600361934,
            "actor_type": "end-user",
            "status_ts": 1778600361934,
            "event_id": "6a0349a91ec32006ffe062fd",
            "status": "READ",
            "chat_index": 58
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600361964,
            "status_ts": 1778600361964,
            "event_id": "6a0349a91ec32006ffe06304",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a0349a71493ba09cb9cecba",
            "chat_index": 59
          },
          {
            "timestamp": 1778600367710,
            "original_message_type": "text",
            "message": "And there's no way to change the address?",
            "message_id": "6a0349af5945ec6c7c603966",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "gabriela",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a0349af5945ec6c7c603966",
              "received": "2026-05-12T15:39:27.710Z",
              "author": {
                "type": "USER",
                "user_id": "6a034668ecbcbc9450655c54",
                "display_name": "gabriela",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "6a034668ecbcbc9450655c54",
                  "signed_up_at": "2026-05-12T15:25:28.615Z",
                  "profile": {
                    "given_name": "gabriela",
                    "email": "magalaca_93@hotmail.com",
                    "locale": "es-ES"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "6a034668ecbcbc9450655c5e"
                      },
                      "name": {
                        "string_value": "gabriela"
                      }
                    }
                  },
                  "authenticated": false
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "And there's no way to change the address?"
                }
              },
              "source": {
                "type": "web",
                "integration_id": "666a561ce6fad7a09ad954b8",
                "device": {
                  "id": "6a034668ecbcbc9450655c59",
                  "type": "WEB",
                  "guid": "9b3ca8b5de9a49a082bac4548e8dedf0",
                  "client_id": "6a034668ecbcbc9450655c55",
                  "status": "ACTIVE",
                  "integration_id": "666a561ce6fad7a09ad954b8",
                  "last_seen": "2026-05-12T15:39:27.713Z",
                  "info": {
                    "browserLanguage": "es-ES",
                    "ipAddress": "179.7.16.147",
                    "countryCode": "PE",
                    "state": "La Libertad",
                    "currentTitle": "Momcozy: High-Quality Care for Moms and Babies",
                    "city": "Trujillo",
                    "currentUrl": "https://momcozy.com/",
                    "URL": "momcozy.com",
                    "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/148.0.0.0 Safari/537.36",
                    "referrer": "",
                    "country": "Peru",
                    "stateCode": "LAL",
                    "vendor": "zendesk",
                    "sdkVersion": "0.1"
                  }
                }
              },
              "metadata": {}
            },
            "chat_index": 60
          },
          {
            "timestamp": 1778600448124,
            "original_message_type": "text",
            "message": "At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n \nAs we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nWe truly appreciate your understanding, and please let us know if there’s anything else we can help you with.",
            "message_id": "6a034a00dbfb1e04d1e144a9",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a034a00dbfb1e04d1e144a9",
              "received": "2026-05-12T15:40:48.124Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.\n \nAs we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.\n \nYou may reach them here:\n📞 +1 (800) 275-8777\n \nWe truly appreciate your understanding, and please let us know if there’s anything else we can help you with.",
                  "html_text": "At this stage, unfortunately there is no way for us to change the delivery address from our side, as the order has already been processed and is currently with the carrier for delivery.<br /> <br />As we mentioned earlier, the best option would be to contact the carrier directly, since they are the ones handling the shipment at this point and may still be able to update the address or redirect the package if it hasn’t been delivered yet.<br /> <br />You may reach them here:<br />📞 +1 (800) 275-8777<br /> <br />We truly appreciate your understanding, and please let us know if there’s anything else we can help you with."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:40:48.088Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "f2484440-4e18-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 61
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600448261,
            "status_ts": 1778600448261,
            "event_id": "6a034a00c3a29f45374c7db0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034a00dbfb1e04d1e144a9",
            "chat_index": 62
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600463533,
            "actor_type": "end-user",
            "status_ts": 1778600463533,
            "event_id": "6a034a0fbce7344d91edead6",
            "status": "READ",
            "chat_index": 63
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600463561,
            "status_ts": 1778600463561,
            "event_id": "6a034a0fbce7344d91edeb00",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034a00dbfb1e04d1e144a9",
            "chat_index": 64
          },
          {
            "timestamp": 1778600920398,
            "original_message_type": "text",
            "message": "Hi there! Just checking in — are we still connected?",
            "message_id": "6a034bd83aa9746edd167e57",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "46577650054809",
            "actor_name": "Momcozy Dian",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a034bd83aa9746edd167e57",
              "received": "2026-05-12T15:48:40.398Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Dian",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hi there! Just checking in — are we still connected?"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-12T15:48:40.366Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "0bd969b0-4e1a-11f1-b45e-df4538f56087"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "46577650054809"
                  }
                }
              }
            },
            "chat_index": 65
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57853165456793",
            "actor_name": "",
            "timestamp": 1778600920499,
            "status_ts": 1778600920499,
            "event_id": "6a034bd89b97c210bf7e2637",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a034bd83aa9746edd167e57",
            "chat_index": 66
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-12T15:28:03Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    }
  ],
  "users": [
    {
      "id": 46577650054809,
      "url": "https://rootglobal.zendesk.com/api/v2/users/46577650054809.json",
      "name": "BL-Chat-Dianne",
      "email": "root-support-16@rootglobal.net",
      "created_at": "2025-05-06T08:25:26Z",
      "updated_at": "2026-05-13T20:37:48Z",
      "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 Dian",
      "active": true,
      "shared": false,
      "shared_agent": false,
      "last_login_at": "2026-05-13T11:53:42Z",
      "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": 57853165456793,
      "url": "https://rootglobal.zendesk.com/api/v2/users/57853165456793.json",
      "name": "gabriela",
      "email": "magalaca_93@hotmail.com",
      "created_at": "2026-05-12T15:25:47Z",
      "updated_at": "2026-05-12T21:11:51Z",
      "time_zone": "Asia/Hong_Kong",
      "iana_time_zone": "Asia/Hong_Kong",
      "phone": "(757) 773-2706",
      "shared_phone_number": false,
      "photo": null,
      "locale_id": 1,
      "locale": "en-US",
      "organization_id": null,
      "role": "end-user",
      "verified": true,
      "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": 10
}