提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1252018",
"subject": "Call with Caller +1 (734) 925-2930",
"description": "Call from: +1 (734) 925-2930\nCall to: +1 (619) 848-0676\nTime of call: May 12, 2026 at 4:02:38 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "Product Inquiry::CI-Inquire about how to use",
"created_at": "2026-05-12T16:03:16Z",
"updated_at": "2026-05-12T16:07:50Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: how to turn off the sleep mode",
"agents_notes": "Issue Details: how to turn off the sleep mode",
"category_field_id": "34154549939865",
"category_name": "Product Inquiry::CI-Inquire about how to use",
"category_value": "product_inquiry__ci-inquire_about_how_to_use",
"category_zh": "使用方法咨询"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57853786647833",
"type": "Comment",
"created_at": "2026-05-12T16:07:50Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer called Momcozy support regarding their BM04 baby monitor camera, which turns off and on repeatedly. Customer believes this on/off cycling is due to a battery-saving feature and wants to disable it to have the screen stay on continuously. Agent confirmed the model as BM04 and clarified the customer's request to keep the screen always on. Agent informed the customer that disabling the auto screen off (or sleep mode) is possible but will consume more battery. Agent guided the customer to navigate the monitor's menu: go to system settings, find the screen mode or auto screen off option, and turn it off or set it to \"never\". Customer acknowledged and thanked the agent. The issue was resolved by providing instructions to disable the sleep mode and keep the screen always on. No further assistance was requested; call ended on positive note. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57853791817753",
"type": "Comment",
"created_at": "2026-05-12T16:07:49Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: IB\n \nIssue Details: how to turn off the sleep mode \n \nResolution Offered: guide cx \n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57853801748121",
"type": "Comment",
"created_at": "2026-05-12T16:07:29Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
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"text": "Call transcript: \n00:01AgentThank you for calling momcozy. This is Matt. How can I help you today?00:07CustomerHi, ma'am. I'm calling regarding the momcozy camera. Mhmm.00:15AgentYeah. Shuts00:17Customeroff and on, and I think that's normal. I'm just trying to figure out how to get it to stop. Just started using it.00:30AgentI'm sorry, ma'am. You are asking for the baby monitor. The camera, ma'am, is, like, abnormally turning off?00:38CustomerNo. I don't know if it's abnormal. I think it's like, turns off and on to save battery. But how do I get it to how do I turn that mode off?00:48AgentOh, the actual monitor, ma'am?00:52CustomerYes. The camera.00:53AgentOkay. Mhmm. Yeah. Okay, ma'am. Just give me what model do you have, ma'am?00:58AgentSo I can01:02CustomerModel b m 0 4.01:05AgentB m 0 4, ma'am. Just give me a minute, ma'am. Okay?01:12CustomerYes.02:10AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. Just confirming, ma'am, you want your monitor to be always on and turn off the screen off, ma'am, or the sleep mode? Hello, ma'am? Can you hear me?02:32CustomerOh, sorry. I was on mute. Uh, yes. That's correct. I wanted to see the screen at all times.02:36CustomerI don't wanna keep having to turn on, um, press the button to turn it back on.02:41AgentOkay, ma'am. So if you have the monitor right now, ma'am, I can assist you to turn it off so it will always on, ma'am. However, the downside for this 1, ma'am, is the the battery will not, like, it will consum consume, ma'am, some battery with your monitor, ma'am. Okay? Yes.03:03AgentOkay. So go to your menu, ma'am03:07CustomerK.03:08AgentAnd navigate to system setting. Use the arrow keys, ma'am, to find the setting icon. And you will see, ma'am, a slip slip mode or screen off, ma'am. And look for a screen mode or auto screen off. And you just need to set it off, ma'am.03:29AgentOr if you can see never, you can Uh-huh. Yep.03:34CustomerGot it. Alright. Thank you so much.03:36AgentOkay. You're welcome, ma'am. Is there anything else that I could possibly help you or clarification? Nope. That's it.03:42AgentOh, okay. Thank you, ma'am, for your time. Have a good day. Bye bye.03:46CustomerYou too. Thanks. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57853768915609",
"type": "VoiceComment",
"created_at": "2026-05-12T16:07:14Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (734) 925-2930\nCall Details:\n\nCall from: +1 (734) 925-2930\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-12 16:02:38 UTC\nLocation: Flat rock, Michigan, United States\nAnswered by: CT-Matthew\nLength of phone call: 4 minutes, 35 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA830d624b3b427e24ec9d5e43b7553b1d/twilio/call/recording"
},
{
"conversation_id": "57853721378713",
"type": "Comment",
"created_at": "2026-05-12T16:03:16Z",
"author_id": "57853719475353",
"author_name": "Caller +1 (734) 925-2930",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (734) 925-2930\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 12, 2026 at 4:02:38 PM UTC"
}
]
}
conversation_raw_json
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"body": "#### **Call summary:**\n\n\n- Customer called Momcozy support regarding their BM04 baby monitor camera, which turns off and on repeatedly.\n- Customer believes this on/off cycling is due to a battery-saving feature and wants to disable it to have the screen stay on continuously.\n- Agent confirmed the model as BM04 and clarified the customer's request to keep the screen always on.\n- Agent informed the customer that disabling the auto screen off (or sleep mode) is possible but will consume more battery.\n- Agent guided the customer to navigate the monitor's menu: go to system settings, find the screen mode or auto screen off option, and turn it off or set it to \"never\".\n- Customer acknowledged and thanked the agent.\n- The issue was resolved by providing instructions to disable the sleep mode and keep the screen always on.\n- No further assistance was requested; call ended on positive note.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer called Momcozy support regarding their BM04 baby monitor camera, which turns off and on repeatedly.</li><li>Customer believes this on/off cycling is due to a battery-saving feature and wants to disable it to have the screen stay on continuously.</li><li>Agent confirmed the model as BM04 and clarified the customer's request to keep the screen always on.</li><li>Agent informed the customer that disabling the auto screen off (or sleep mode) is possible but will consume more battery.</li><li>Agent guided the customer to navigate the monitor's menu: go to system settings, find the screen mode or auto screen off option, and turn it off or set it to \"never\".</li><li>Customer acknowledged and thanked the agent.</li><li>The issue was resolved by providing instructions to disable the sleep mode and keep the screen always on.</li><li>No further assistance was requested; call ended on positive note.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer called Momcozy support regarding their BM04 baby monitor camera, which turns off and on repeatedly. Customer believes this on/off cycling is due to a battery-saving feature and wants to disable it to have the screen stay on continuously. Agent confirmed the model as BM04 and clarified the customer's request to keep the screen always on. Agent informed the customer that disabling the auto screen off (or sleep mode) is possible but will consume more battery. Agent guided the customer to navigate the monitor's menu: go to system settings, find the screen mode or auto screen off option, and turn it off or set it to \"never\". Customer acknowledged and thanked the agent. The issue was resolved by providing instructions to disable the sleep mode and keep the screen always on. No further assistance was requested; call ended on positive note. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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{
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"type": "Comment",
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"body": "Customer Communications: IB\n\nIssue Details: how to turn off the sleep mode\n\nResolution Offered: guide cx\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: IB<br> <br>Issue Details: how to turn off the sleep mode <br> <br>Resolution Offered: guide cx <br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: IB\n \nIssue Details: how to turn off the sleep mode \n \nResolution Offered: guide cx \n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A",
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"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Thank you for calling momcozy. This is Matt. How can I help you today?\n**00:07** **Customer** Hi, ma'am. I'm calling regarding the momcozy camera. Mhmm.\n**00:15** **Agent** Yeah. Shuts\n**00:17** **Customer** off and on, and I think that's normal. I'm just trying to figure out how to get it to stop. Just started using it.\n**00:30** **Agent** I'm sorry, ma'am. You are asking for the baby monitor. The camera, ma'am, is, like, abnormally turning off?\n**00:38** **Customer** No. I don't know if it's abnormal. I think it's like, turns off and on to save battery. But how do I get it to how do I turn that mode off?\n**00:48** **Agent** Oh, the actual monitor, ma'am?\n**00:52** **Customer** Yes. The camera.\n**00:53** **Agent** Okay. Mhmm. Yeah. Okay, ma'am. Just give me what model do you have, ma'am?\n**00:58** **Agent** So I can\n**01:02** **Customer** Model b m 0 4.\n**01:05** **Agent** B m 0 4, ma'am. Just give me a minute, ma'am. Okay?\n**01:12** **Customer** Yes.\n**02:10** **Agent** Okay, ma'am. Thank you very much for patiently waiting, ma'am. Just confirming, ma'am, you want your monitor to be always on and turn off the screen off, ma'am, or the sleep mode? Hello, ma'am? Can you hear me?\n**02:32** **Customer** Oh, sorry. I was on mute. Uh, yes. That's correct. I wanted to see the screen at all times.\n**02:36** **Customer** I don't wanna keep having to turn on, um, press the button to turn it back on.\n**02:41** **Agent** Okay, ma'am. So if you have the monitor right now, ma'am, I can assist you to turn it off so it will always on, ma'am. However, the downside for this 1, ma'am, is the the battery will not, like, it will consum consume, ma'am, some battery with your monitor, ma'am. Okay? Yes.\n**03:03** **Agent** Okay. So go to your menu, ma'am\n**03:07** **Customer** K.\n**03:08** **Agent** And navigate to system setting. Use the arrow keys, ma'am, to find the setting icon. And you will see, ma'am, a slip slip mode or screen off, ma'am. And look for a screen mode or auto screen off. And you just need to set it off, ma'am.\n**03:29** **Agent** Or if you can see never, you can Uh-huh. Yep.\n**03:34** **Customer** Got it. Alright. Thank you so much.\n**03:36** **Agent** Okay. You're welcome, ma'am. Is there anything else that I could possibly help you or clarification? Nope. That's it.\n**03:42** **Agent** Oh, okay. Thank you, ma'am, for your time. Have a good day. Bye bye.\n**03:46** **Customer** You too. Thanks. Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. This is Matt. How can I help you today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi, ma'am. I'm calling regarding the momcozy camera. Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Shuts</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">off and on, and I think that's normal. I'm just trying to figure out how to get it to stop. Just started using it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm sorry, ma'am. You are asking for the baby monitor. The camera, ma'am, is, like, abnormally turning off?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I don't know if it's abnormal. I think it's like, turns off and on to save battery. But how do I get it to how do I turn that mode off?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, the actual monitor, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. The camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Mhmm. Yeah. Okay, ma'am. Just give me what model do you have, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So I can</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Model b m 0 4.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">B m 0 4, ma'am. Just give me a minute, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:12</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Thank you very much for patiently waiting, ma'am. Just confirming, ma'am, you want your monitor to be always on and turn off the screen off, ma'am, or the sleep mode? Hello, ma'am? Can you hear me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, sorry. I was on mute. Uh, yes. That's correct. I wanted to see the screen at all times.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't wanna keep having to turn on, um, press the button to turn it back on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So if you have the monitor right now, ma'am, I can assist you to turn it off so it will always on, ma'am. However, the downside for this 1, ma'am, is the the battery will not, like, it will consum consume, ma'am, some battery with your monitor, ma'am. Okay? Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So go to your menu, ma'am</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">K.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And navigate to system setting. Use the arrow keys, ma'am, to find the setting icon. And you will see, ma'am, a slip slip mode or screen off, ma'am. And look for a screen mode or auto screen off. And you just need to set it off, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Or if you can see never, you can Uh-huh. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Got it. Alright. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. You're welcome, ma'am. Is there anything else that I could possibly help you or clarification? Nope. That's it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Thank you, ma'am, for your time. Have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You too. Thanks. Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:01AgentThank you for calling momcozy. This is Matt. How can I help you today?00:07CustomerHi, ma'am. I'm calling regarding the momcozy camera. Mhmm.00:15AgentYeah. Shuts00:17Customeroff and on, and I think that's normal. I'm just trying to figure out how to get it to stop. Just started using it.00:30AgentI'm sorry, ma'am. You are asking for the baby monitor. The camera, ma'am, is, like, abnormally turning off?00:38CustomerNo. I don't know if it's abnormal. I think it's like, turns off and on to save battery. But how do I get it to how do I turn that mode off?00:48AgentOh, the actual monitor, ma'am?00:52CustomerYes. The camera.00:53AgentOkay. Mhmm. Yeah. Okay, ma'am. Just give me what model do you have, ma'am?00:58AgentSo I can01:02CustomerModel b m 0 4.01:05AgentB m 0 4, ma'am. Just give me a minute, ma'am. Okay?01:12CustomerYes.02:10AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. Just confirming, ma'am, you want your monitor to be always on and turn off the screen off, ma'am, or the sleep mode? Hello, ma'am? Can you hear me?02:32CustomerOh, sorry. I was on mute. Uh, yes. That's correct. I wanted to see the screen at all times.02:36CustomerI don't wanna keep having to turn on, um, press the button to turn it back on.02:41AgentOkay, ma'am. So if you have the monitor right now, ma'am, I can assist you to turn it off so it will always on, ma'am. However, the downside for this 1, ma'am, is the the battery will not, like, it will consum consume, ma'am, some battery with your monitor, ma'am. Okay? Yes.03:03AgentOkay. So go to your menu, ma'am03:07CustomerK.03:08AgentAnd navigate to system setting. Use the arrow keys, ma'am, to find the setting icon. And you will see, ma'am, a slip slip mode or screen off, ma'am. And look for a screen mode or auto screen off. And you just need to set it off, ma'am.03:29AgentOr if you can see never, you can Uh-huh. Yep.03:34CustomerGot it. Alright. Thank you so much.03:36AgentOkay. You're welcome, ma'am. Is there anything else that I could possibly help you or clarification? Nope. That's it.03:42AgentOh, okay. Thank you, ma'am, for your time. Have a good day. Bye bye.03:46CustomerYou too. Thanks. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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