与 Kaitlin 的对话

{
  "ticket": {
    "ticket_id": "1253624",
    "subject": "Conversation with Kaitlin",
    "description": "Conversation with Kaitlin",
    "status": "pending",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-13T02:45:14Z",
    "updated_at": "2026-05-14T01:21:25Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "original： 114-5719332-6073867",
    "agents_notes": "original： 114-5719332-6073867",
    "category_field_id": "34154549939865",
    "category_name": "EPI::No motion tracking or alerts",
    "category_value": "epi__no_motion_tracking_or_alerts",
    "category_zh": "无移动追踪或提醒"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "chat_transcript": 7,
      "native_messaging": 5
    }
  },
  "messages": [
    {
      "conversation_id": "57898021129497",
      "type": "Comment",
      "created_at": "2026-05-14T01:21:25Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(09:21:18) Momcozy Elysia: Thank you for your patience 💛\n\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\n\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\n\nIf you have any questions, we’re always here to help ✨"
    },
    {
      "conversation_id": "57898021129113",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-14T01:21:25Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57898068397849",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-14T01:21:19Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57883378411417",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T11:20:07Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57883362272665",
      "type": "Comment",
      "created_at": "2026-05-13T11:20:07Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(19:10:06) Kaitlin: Kaitlin Wessel\n\n975 New Hope Road\n\nFoster\n\nKy\n\n41043\n\nUnited States \n\n(859)414-0565"
    },
    {
      "conversation_id": "57883072358809",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T11:10:07Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57883093645337",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T11:10:06Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57882984731033",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T11:06:26Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57866174010905",
      "type": "Comment",
      "created_at": "2026-05-13T03:08:58Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(10:40:38) 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(10:40:49) Kaitlin: Other inquiries\n\n(10:40:52) Momcozy: Please tell us what you need help with.\n\n(10:41:40) Kaitlin: I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime.\n\n(10:41:49) Momcozy: To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation.\n\n(10:42:00) Kaitlin: BM04\n\n(10:42:13) Momcozy: Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at support@momcozy.com or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!\n\n(10:42:17) Momcozy: Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(10:43:11) Kaitlin: I’ve tried these methods\n\n(10:43:16) Momcozy: I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!\n\n(10:43:20) Momcozy: Could you please share your order number with me? This will help us assist you even faster!\n\n(10:43:34) Kaitlin: I ordered on Amazon\n\n(10:43:39) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!\n\n(10:44:53) Kaitlin: 113-3668334-9895451\n\n(10:44:57) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(10:44:58) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(10:45:08) Kaitlin: Yes\n\n(10:45:13) Momcozy: Transferring to a human agent.\n\n(10:45:30) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(10:45:39) Kaitlin: Hello!\n\n(10:50:01) Kaitlin: I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently\n\n(10:53:03) Momcozy Elysia: Please wait a moment while I verify your order information.\n\n(10:53:54) Kaitlin: Thank you\n\n(10:59:07) Kaitlin: Hello?\n\n(11:00:14) Momcozy Elysia: We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual.\n\n(11:00:21) Momcozy Elysia: Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs.\n\n(11:01:06) Kaitlin: I’ve done this\n\n(11:01:34) Momcozy Elysia: Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation.\n\n(11:03:36) Kaitlin: I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications\n\n(11:04:09) Momcozy Elysia: Okay, I understand. I'm sorry for the inconvenience caused.\n\n(11:04:53) Momcozy Elysia: Thank you for your patience! 💕\n\nWe’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n\n📦 Name:\n\n📦 Address:\n\n📦 City:\n\n📦 State/Province:\n\n📦 Postal Code:\n\n📦 Country:\n\n📦 Phone:\n\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n\nThanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟\n\n(11:05:19) Momcozy Elysia: We suggest you check if the problem persists after receiving the new camera."
    },
    {
      "conversation_id": "57866174010777",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T03:08:58Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57865151257369",
      "type": "Comment",
      "created_at": "2026-05-13T02:45:14Z",
      "author_id": "57327187884953",
      "author_name": "Kaitlin",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "native_messaging",
      "public": false,
      "recording_type": "",
      "text": "Conversation with Kaitlin"
    },
    {
      "conversation_id": "57865151257241",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T02:45:14Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    }
  ]
}

{
  "translated_subject": "与 Kaitlin 的对话",
  "translated_description": "与 Kaitlin 的对话",
  "translated_agents_notes": "原文：114-5719332-6073867",
  "translated_category_label": "无移动追踪或提醒",
  "translated_messages": [
    {
      "conversation_id": "57898021129497",
      "created_at": "2026-05-14T01:21:25Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(09:21:18) Momcozy Elysia: 感谢您的耐心等待 💛\n\n我们已经为您安排了一台新摄像头，它将在 2 个工作日内从我们的当地仓库发货。由于包裹尚未发出，目前无法提供运单号。\n\n发货后，预计送达时间为 3–7 个工作日。如果您在此期间未收到，请联系我们，我们将为您提供运单号以追踪您的包裹。\n\n如果您有任何问题，我们随时为您提供帮助 ✨"
    },
    {
      "conversation_id": "57898021129113",
      "created_at": "2026-05-14T01:21:25Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57898068397849",
      "created_at": "2026-05-14T01:21:19Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57883378411417",
      "created_at": "2026-05-13T11:20:07Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57883362272665",
      "created_at": "2026-05-13T11:20:07Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(19:10:06) Kaitlin: Kaitlin Wessel\n\n975 New Hope Road\n\nFoster\n\nKy\n\n41043\n\nUnited States \n\n(859)414-0565"
    },
    {
      "conversation_id": "57883072358809",
      "created_at": "2026-05-13T11:10:07Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57883093645337",
      "created_at": "2026-05-13T11:10:06Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57882984731033",
      "created_at": "2026-05-13T11:06:26Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57866174010905",
      "created_at": "2026-05-13T03:08:58Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(10:40:38) 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）、婴儿监护器 (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、其他查询\n\n(10:40:49) Kaitlin: 其他查询\n\n(10:40:52) Momcozy: 请告诉我们您需要什么帮助。\n\n(10:41:40) Kaitlin: 我没有收到宝宝离开安全区域的及时提醒。每次都在发生 2 小时后才收到通知。\n\n(10:41:49) Momcozy: 为了帮您解决提醒问题，请问您使用的是哪款 Momcozy 产品型号？（小提示：您通常可以在设备底部或包装盒上找到型号！）这些信息将帮助我为您提供最合适的指导。\n\n(10:42:00) Kaitlin: BM04\n\n(10:42:13) Momcozy: 感谢分享您的 BM04 型号！危险区域安全提醒旨在立即通知您，因此 2 小时的延迟绝对是不正常的。让我们尝试一些快速修复方法：确保在 Momcozy 应用程序中启用了提醒，检查是否允许应用程序发送通知，并关闭任何“请勿打扰”或“专注”模式。此外，请确认您的监护器 Wi-Fi 连接稳定，没有遮挡摄像头，并快速重启监护器。如果您仍然遇到延迟，请通过 support@momcozy.com 或 WhatsApp +1 619 848 0676 联系我们的技术支持。我们在这里帮您按时收到提醒！\n\n(10:42:17) Momcozy: 感谢告知关于 BM04 提醒延迟的情况！这绝对不应该发生。让我们尝试一些快速修复方法：请确保在您的 Momcozy 应用程序中启用了提醒，允许通知，并关闭“请勿打扰”或“专注”模式。此外，检查您的监护器 Wi-Fi 连接是否稳定，并尝试重启设备。您可以先尝试一下。如果仍未解决问题，请随时联系我们，我们将为您进行下一步处理。\n\n(10:43:11) Kaitlin: 我已经试过这些方法了\n\n(10:43:16) Momcozy: 非常抱歉这些步骤没能解决您 BM04 的提醒问题。我知道及时的通知对您的安心有多重要！别担心——我会确保我们的专家团队进一步查看并帮您尽快解决。非常感谢您的耐心！\n\n(10:43:20) Momcozy: 能请您跟我分享一下您的订单号吗？这将帮助我们更快地为您提供协助！\n\n(10:43:34) Kaitlin: 我是在亚马逊上订购的\n\n(10:43:39) Momcozy: 能请您跟我分享一下您的亚马逊订单号吗？这将帮助我们将您的案例快速提交给我们的支持团队，并确保您获得最好的帮助。非常感谢您的配合！\n\n(10:44:53) Kaitlin: 113-3668334-9895451\n\n(10:44:57) Momcozy: 抱歉，我们找不到您需要的答案。您可以尝试询问其他问题或联系客服寻求帮助。\n\n(10:44:58) Momcozy: 您现在需要我帮您联系人工客服吗？\n\n是，否\n\n(10:45:08) Kaitlin: 是\n\n(10:45:13) Momcozy: 正在转接到人工客服。\n\n(10:45:30) Momcozy Elysia: 您好，感谢联系我们！💕\n\n(10:45:39) Kaitlin: 你好！\n\n(10:50:01) Kaitlin: 我的监护器/应用程序有些问题。我在亚马逊订购了 BM04，寄给我的第一个有严重的音频问题，所以我换了一个。现在我的手机安全区域通知有问题。我一直是在宝宝实际离开安全区域 2 小时后才收到通知。\n\n(10:53:03) Momcozy Elysia: 请稍等，我为您核实订单信息。\n\n(10:53:54) Kaitlin: 谢谢\n\n(10:59:07) Kaitlin: 您好？\n\n(11:00:14) Momcozy Elysia: 由于咨询量较多，回复稍有延迟，我们深表歉意。\n\n(11:00:21) Momcozy Elysia: 关于您的问题，我们建议您尝试切换到不同的网络环境并使用另一个账号登录，查看问题是否仍然存在。\n\n(11:01:06) Kaitlin: 我已经做过了\n\n(11:01:34) Momcozy Elysia: 此外，关于音频问题，能否请您提供一段相关视频供我们核实？非常感谢您的配合。\n\n(11:03:36) Kaitlin: 我没有视频。我购买的原始设备已经通过亚马逊更换过了。现在是这个设备有通知延迟的问题。\n\n(11:04:09) Momcozy Elysia: 好的，我明白了。为您带来的不便深表歉意。\n\n(11:04:53) Momcozy Elysia: 感谢您的耐心等待！💕\n\n我们会为您安排一台新摄像头。为了帮我们尽快处理，能否请您在下方提供完整的收货详情？\n\n📦 姓名：\n\n📦 地址：\n\n📦 城市：\n\n📦 州/省：\n\n📦 邮政编码：\n\n📦 国家：\n\n📦 电话：\n\n确认后，我们将为您寄出更换设备！💌\n\n再次感谢，如有任何疑问请随时联系——我们随时为您提供帮助！😊🌟\n\n(11:05:19) Momcozy Elysia: 我们建议您在收到新摄像头后检查问题是否仍然存在。"
    },
    {
      "conversation_id": "57866174010777",
      "created_at": "2026-05-13T03:08:58Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57865151257369",
      "created_at": "2026-05-13T02:45:14Z",
      "sender_type": "internal",
      "author_name": "Kaitlin",
      "channel": "native_messaging",
      "translated_text": "与 Kaitlin 的对话"
    },
    {
      "conversation_id": "57865151257241",
      "created_at": "2026-05-13T02:45:14Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    }
  ],
  "chinese_reading_text": "标题: 与 Kaitlin 的对话\n既有分类: 无移动追踪或提醒\n产品/渠道: Agent / chat_transcript, native_messaging\n客服备注: 原文：114-5719332-6073867\n描述: 与 Kaitlin 的对话\n---------------- 会话记录 ----------------\n[2026-05-13 02:45:14] [internal] Kaitlin: 与 Kaitlin 的对话\n[2026-05-13 03:08:58] [system] : (10:40:38) Momcozy 引导用户选择支持类型；(10:41:40) Kaitlin 描述 BM04 安全区域提醒延迟 2 小时；(10:42:13) Momcozy 提供初步排查建议；(10:43:11) Kaitlin 表示已尝试排查但无效；(10:44:53) Kaitlin 提供订单号 113-3668334-9895451；(10:45:30) 转接人工客服 Elysia；(10:50:01) Kaitlin 重申首个机器因音频问题已换货，当前机器存在提醒延迟；(11:00:21) Elysia 建议切换网络测试；(11:03:36) Kaitlin 表示已测并说明无视频；(11:04:53) Elysia 承诺重新补发并索要地址。\n[2026-05-13 11:20:07] [system] : (19:10:06) Kaitlin 提供了详细地址：Kaitlin Wessel, 975 New Hope Road, Foster, Ky 41043, United States, (859)414-0565。\n[2026-05-14 01:21:25] [system] : (09:21:18) Momcozy Elysia 确认已安排新摄像头，将在 2 个工作日内发货，预计 3-7 天送达。",
  "translation_notes": [
    "备注中的订单号 (114-...) 与会话中提到的订单号 (113-...) 不同，需注意核实。",
    "KY 为肯塔基州缩写。"
  ]
}

{
  "custom_fields": [
    {
      "id": 32685292044825,
      "value": "amz",
      "name": "AMZ"
    },
    {
      "id": 33749938239513,
      "value": "electrical__baby_monitor__bm04",
      "name": "electrical::Baby Monitor::BM04"
    },
    {
      "id": 34029476051481,
      "value": "original： 114-5719332-6073867"
    },
    {
      "id": 34154549939865,
      "value": "epi__no_motion_tracking_or_alerts",
      "name": "EPI::No motion tracking or alerts"
    }
  ],
  "custom_status_id": 32358772424217,
  "ticket_id": 1253624,
  "assignee_id": 53016986905497,
  "created": "2026-05-13T02:45:14Z",
  "subject": "Conversation with Kaitlin",
  "support_type": "Agent",
  "32685292044825": "AMZ",
  "33749938239513": "electrical::Baby Monitor::BM04",
  "34029476051481": "original： 114-5719332-6073867",
  "34154549939865": "EPI::No motion tracking or alerts",
  "34154710239001": null,
  "fields": [
    {
      "id": 32685292044825,
      "value": "amz",
      "name": "AMZ"
    },
    {
      "id": 33749938239513,
      "value": "electrical__baby_monitor__bm04",
      "name": "electrical::Baby Monitor::BM04"
    },
    {
      "id": 34029476051481,
      "value": "original： 114-5719332-6073867"
    },
    {
      "id": 34154549939865,
      "value": "epi__no_motion_tracking_or_alerts",
      "name": "EPI::No motion tracking or alerts"
    }
  ],
  "ticket": {
    "id": 1253624,
    "subject": "Conversation with Kaitlin",
    "description": "Conversation with Kaitlin",
    "is_group_public": true,
    "status": "pending",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1253624.json",
    "custom_status_id": 32358772424217,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57898021129497,
      "body": "(09:21:18) Momcozy Elysia: Thank you for your patience 💛\n\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\n\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\n\nIf you have any questions, we’re always here to help ✨",
      "created_at": "2026-05-14T01:21:25Z",
      "author_id": -1,
      "public": true
    }
  }
}

{
  "conversations": [
    {
      "id": 57898021129497,
      "type": "Comment",
      "author_id": -1,
      "body": "(09:21:18) Momcozy Elysia: Thank you for your patience 💛\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\nIf you have any questions, we’re always here to help ✨",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(09:21:18) Momcozy Elysia: Thank you for your patience 💛\n<br>We have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\n<br>Once shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\n<br>If you have any questions, we’re always here to help ✨</p></div>",
      "plain_body": "(09:21:18) Momcozy Elysia: Thank you for your patience 💛\n\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\n\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\n\nIf you have any questions, we’re always here to help ✨",
      "public": true,
      "attachments": [],
      "audit_id": 57898021128601,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-14T01:21:25Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57898021129113,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRJ15SKQ676WAABVHGWXHRSE",
        "chat_started_event_id": 57898068397849,
        "initiator": 2,
        "reason": 4,
        "is_served": true,
        "visitor_id": "69ed4d5f5e81409c93f40a19"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-14T01:21:25Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57898068397849,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRJ15SKQ676WAABVHGWXHRSE",
        "visitor_id": "69ed4d5f5e81409c93f40a19",
        "user_id": 57327187884953,
        "authenticated": true,
        "integration_id": "689e914ca6a04e7404b36408",
        "control_context": {
          "first_message_id": "6a03e4a68e86c21d148ccac5",
          "origin_source_integration": "689e914ca6a04e7404b36408",
          "device_guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
          "dataCapture.systemField.requester.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "69ed4d5f5e81409c93f40a19",
          "dataCapture.ticketField.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.requester.name": "Kaitlin",
          "dataCapture.ticketField.origin_source_integration": "689e914ca6a04e7404b36408"
        },
        "brand_id": "32404259465241",
        "initiator": 2,
        "conversation_id": "6a03e4a5cbf9c71bacb02e52",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "timestamp": 1778721678725,
            "original_message_type": "text",
            "message": "Thank you for your patience 💛\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\nIf you have any questions, we’re always here to help ✨",
            "message_id": "6a05238e0d7b1a4a910ddf7d",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a05238e0d7b1a4a910ddf7d",
              "received": "2026-05-14T01:21:18.725Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you for your patience 💛\nWe have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.\nOnce shipped, the estimated delivery time is 3–7 business days. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.\nIf you have any questions, we’re always here to help ✨",
                  "html_text": "Thank you for your patience 💛<br />We have arranged a new camera for you, and it will be shipped from our local warehouse within 2 business days. As the package has not been dispatched yet, the tracking number is not available at the moment.<br />Once shipped, the estimated delivery time is <strong>3–7 business days</strong>. If you have not received it within this period, please contact us, and we will provide the tracking number for you to track your parcel.<br />If you have any questions, we’re always here to help ✨"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-14T01:21:18.688Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  },
                  "__zendesk_msg.client_message_id": {
                    "string_value": "3541b0e0-4f33-11f1-b128-6da2f5110212"
                  }
                }
              }
            },
            "chat_index": 0
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778721678808,
            "status_ts": 1778721678808,
            "event_id": "6a05238e9708c01ec5afdaa9",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a05238e0d7b1a4a910ddf7d",
            "chat_index": 1
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-14T01:21:19Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57883378411417,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRGGF637TGCGJ1KR7WBCQJNE",
        "chat_started_event_id": 57883093645337,
        "initiator": 1,
        "reason": 3,
        "is_served": false,
        "visitor_id": "69ed4d5f5e81409c93f40a19"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T11:20:07Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57883362272665,
      "type": "Comment",
      "author_id": -1,
      "body": "(19:10:06) Kaitlin: Kaitlin Wessel\n975 New Hope Road\nFoster\nKy\n41043\nUnited States \n(859)414-0565",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(19:10:06) Kaitlin: Kaitlin Wessel\n<br>975 New Hope Road\n<br>Foster\n<br>Ky\n<br>41043\n<br>United States \n<br>(859)414-0565</p></div>",
      "plain_body": "(19:10:06) Kaitlin: Kaitlin Wessel\n\n975 New Hope Road\n\nFoster\n\nKy\n\n41043\n\nUnited States \n\n(859)414-0565",
      "public": true,
      "attachments": [],
      "audit_id": 57883378411033,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T11:20:07Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57883072358809,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRGG8DYQRZ8DZSC2E2W9B1X6",
        "chat_started_event_id": 57882984731033,
        "initiator": 5,
        "reason": 0,
        "is_served": false,
        "visitor_id": "69ed4d5f5e81409c93f40a19"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T11:10:07Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57883093645337,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRGGF637TGCGJ1KR7WBCQJNE",
        "visitor_id": "69ed4d5f5e81409c93f40a19",
        "user_id": 57327187884953,
        "authenticated": true,
        "integration_id": "689e914ca6a04e7404b36408",
        "control_context": {
          "first_message_id": "6a03e4a68e86c21d148ccac5",
          "origin_source_integration": "689e914ca6a04e7404b36408",
          "device_guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
          "dataCapture.systemField.requester.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "69ed4d5f5e81409c93f40a19",
          "dataCapture.ticketField.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.requester.name": "Kaitlin",
          "dataCapture.ticketField.origin_source_integration": "689e914ca6a04e7404b36408"
        },
        "brand_id": "32404259465241",
        "initiator": 1,
        "conversation_id": "6a03e4a5cbf9c71bacb02e52",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "timestamp": 1778670606174,
            "original_message_type": "text",
            "message": "Kaitlin Wessel\n975 New Hope Road\nFoster\nKy\n41043\nUnited States \n(859)414-0565",
            "message_id": "6a045c0ee6d32b6aed007fd0",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a045c0ee6d32b6aed007fd0",
              "received": "2026-05-13T11:10:06.174Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Kaitlin Wessel\n975 New Hope Road\nFoster\nKy\n41043\nUnited States \n(859)414-0565"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T11:10:06.178Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "50.5.116.185",
                    "carrier": "--",
                    "city": "Butler",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "KY",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Kentucky",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 0
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T11:10:06Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57882984731033,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRGG8DYQRZ8DZSC2E2W9B1X6",
        "visitor_id": "69ed4d5f5e81409c93f40a19",
        "user_id": 57327187884953,
        "authenticated": true,
        "integration_id": "689e914ca6a04e7404b36408",
        "control_context": {
          "first_message_id": "6a03e4a68e86c21d148ccac5",
          "origin_source_integration": "689e914ca6a04e7404b36408",
          "device_guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
          "dataCapture.systemField.requester.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "69ed4d5f5e81409c93f40a19",
          "dataCapture.ticketField.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.requester.name": "Kaitlin",
          "dataCapture.ticketField.origin_source_integration": "689e914ca6a04e7404b36408"
        },
        "brand_id": "32404259465241",
        "initiator": 5,
        "conversation_id": "6a03e4a5cbf9c71bacb02e52",
        "backend": "ocb",
        "tags": [],
        "history": [
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778670384911,
            "actor_type": "end-user",
            "status_ts": 1778670384911,
            "event_id": "6a045b30e6d32b6aedfdfede",
            "status": "READ",
            "chat_index": 0
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778670384944,
            "status_ts": 1778670384944,
            "event_id": "6a045b30e6d32b6aedfdfef0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea55c4761ad10f79b6be",
            "chat_index": 1
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778670384944,
            "status_ts": 1778670384944,
            "event_id": "6a045b30e6d32b6aedfdfef1",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea6f01713069b097dda9",
            "chat_index": 2
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T11:06:26Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57866174010905,
      "type": "Comment",
      "author_id": -1,
      "body": "(10:40:38) 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(10:40:49) Kaitlin: Other inquiries\n(10:40:52) Momcozy: Please tell us what you need help with.\n(10:41:40) Kaitlin: I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime.\n(10:41:49) Momcozy: To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation.\n(10:42:00) Kaitlin: BM04\n(10:42:13) Momcozy: Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at support@momcozy.com or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!\n(10:42:17) Momcozy: Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n(10:43:11) Kaitlin: I’ve tried these methods\n(10:43:16) Momcozy: I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!\n(10:43:20) Momcozy: Could you please share your order number with me? This will help us assist you even faster!\n(10:43:34) Kaitlin: I ordered on Amazon\n(10:43:39) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!\n(10:44:53) Kaitlin: 113-3668334-9895451\n(10:44:57) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(10:44:58) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(10:45:08) Kaitlin: Yes\n(10:45:13) Momcozy: Transferring to a human agent.\n(10:45:30) Momcozy Elysia: Hi, thank you for contacting us!💕\n(10:45:39) Kaitlin: Hello!\n(10:50:01) Kaitlin: I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently\n(10:53:03) Momcozy Elysia: Please wait a moment while I verify your order information.\n(10:53:54) Kaitlin: Thank you\n(10:59:07) Kaitlin: Hello?\n(11:00:14) Momcozy Elysia: We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual.\n(11:00:21) Momcozy Elysia: Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs.\n(11:01:06) Kaitlin: I’ve done this\n(11:01:34) Momcozy Elysia: Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation.\n(11:03:36) Kaitlin: I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications\n(11:04:09) Momcozy Elysia: Okay, I understand. I'm sorry for the inconvenience caused.\n(11:04:53) Momcozy Elysia: Thank you for your patience! 💕\nWe’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n📦 Name:\n📦 Address:\n📦 City:\n📦 State/Province:\n📦 Postal Code:\n📦 Country:\n📦 Phone:\nOnce confirmed, we’ll get your replacement on its way to you! 💌\nThanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟\n(11:05:19) Momcozy Elysia: We suggest you check if the problem persists after receiving the new camera.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:40:38) 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>(10:40:49) Kaitlin: Other inquiries\n<br>(10:40:52) Momcozy: Please tell us what you need help with.\n<br>(10:41:40) Kaitlin: I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime.\n<br>(10:41:49) Momcozy: To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation.\n<br>(10:42:00) Kaitlin: BM04\n<br>(10:42:13) Momcozy: Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at <a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a> or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!\n<br>(10:42:17) Momcozy: Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n<br>(10:43:11) Kaitlin: I’ve tried these methods\n<br>(10:43:16) Momcozy: I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!\n<br>(10:43:20) Momcozy: Could you please share your order number with me? This will help us assist you even faster!\n<br>(10:43:34) Kaitlin: I ordered on Amazon\n<br>(10:43:39) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!\n<br>(10:44:53) Kaitlin: 113-3668334-9895451\n<br>(10:44:57) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(10:44:58) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(10:45:08) Kaitlin: Yes\n<br>(10:45:13) Momcozy: Transferring to a human agent.\n<br>(10:45:30) Momcozy Elysia: Hi, thank you for contacting us!💕\n<br>(10:45:39) Kaitlin: Hello!\n<br>(10:50:01) Kaitlin: I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently\n<br>(10:53:03) Momcozy Elysia: Please wait a moment while I verify your order information.\n<br>(10:53:54) Kaitlin: Thank you\n<br>(10:59:07) Kaitlin: Hello?\n<br>(11:00:14) Momcozy Elysia: We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual.\n<br>(11:00:21) Momcozy Elysia: Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs.\n<br>(11:01:06) Kaitlin: I’ve done this\n<br>(11:01:34) Momcozy Elysia: Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation.\n<br>(11:03:36) Kaitlin: I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications\n<br>(11:04:09) Momcozy Elysia: Okay, I understand. I'm sorry for the inconvenience caused.\n<br>(11:04:53) Momcozy Elysia: Thank you for your patience! 💕\n<br>We’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n<br>📦 Name:\n<br>📦 Address:\n<br>📦 City:\n<br>📦 State/Province:\n<br>📦 Postal Code:\n<br>📦 Country:\n<br>📦 Phone:\n<br>Once confirmed, we’ll get your replacement on its way to you! 💌\n<br>Thanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟\n<br>(11:05:19) Momcozy Elysia: We suggest you check if the problem persists after receiving the new camera.</p></div>",
      "plain_body": "(10:40:38) 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(10:40:49) Kaitlin: Other inquiries\n\n(10:40:52) Momcozy: Please tell us what you need help with.\n\n(10:41:40) Kaitlin: I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime.\n\n(10:41:49) Momcozy: To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation.\n\n(10:42:00) Kaitlin: BM04\n\n(10:42:13) Momcozy: Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at support@momcozy.com or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!\n\n(10:42:17) Momcozy: Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.\n\n(10:43:11) Kaitlin: I’ve tried these methods\n\n(10:43:16) Momcozy: I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!\n\n(10:43:20) Momcozy: Could you please share your order number with me? This will help us assist you even faster!\n\n(10:43:34) Kaitlin: I ordered on Amazon\n\n(10:43:39) Momcozy: Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!\n\n(10:44:53) Kaitlin: 113-3668334-9895451\n\n(10:44:57) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(10:44:58) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(10:45:08) Kaitlin: Yes\n\n(10:45:13) Momcozy: Transferring to a human agent.\n\n(10:45:30) Momcozy Elysia: Hi, thank you for contacting us!💕\n\n(10:45:39) Kaitlin: Hello!\n\n(10:50:01) Kaitlin: I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently\n\n(10:53:03) Momcozy Elysia: Please wait a moment while I verify your order information.\n\n(10:53:54) Kaitlin: Thank you\n\n(10:59:07) Kaitlin: Hello?\n\n(11:00:14) Momcozy Elysia: We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual.\n\n(11:00:21) Momcozy Elysia: Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs.\n\n(11:01:06) Kaitlin: I’ve done this\n\n(11:01:34) Momcozy Elysia: Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation.\n\n(11:03:36) Kaitlin: I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications\n\n(11:04:09) Momcozy Elysia: Okay, I understand. I'm sorry for the inconvenience caused.\n\n(11:04:53) Momcozy Elysia: Thank you for your patience! 💕\n\nWe’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n\n📦 Name:\n\n📦 Address:\n\n📦 City:\n\n📦 State/Province:\n\n📦 Postal Code:\n\n📦 Country:\n\n📦 Phone:\n\nOnce confirmed, we’ll get your replacement on its way to you! 💌\n\nThanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟\n\n(11:05:19) Momcozy Elysia: We suggest you check if the problem persists after receiving the new camera.",
      "public": true,
      "attachments": [],
      "audit_id": 57866174010649,
      "locale": null,
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T03:08:58Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57866174010777,
      "type": "ChatEndedEvent",
      "attachments": [],
      "value": {
        "chat_id": "01KRFKJR9G2XV4DQP4JFWS9ADF",
        "chat_started_event_id": 57865151257241,
        "initiator": 1,
        "reason": 4,
        "is_served": true,
        "visitor_id": "69ed4d5f5e81409c93f40a19"
      },
      "via": {
        "channel": "chat_transcript",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T03:08:58Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57865151257369,
      "type": "Comment",
      "author_id": 57327187884953,
      "body": "Conversation with Kaitlin",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Conversation with Kaitlin</p></div>",
      "plain_body": "Conversation with Kaitlin",
      "public": false,
      "attachments": [],
      "audit_id": 57865151257113,
      "locale": "en",
      "outbound_locale": null,
      "translations": [],
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T02:45:14Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    },
    {
      "id": 57865151257241,
      "type": "ChatStartedEvent",
      "attachments": [],
      "value": {
        "visitor_id": "69ed4d5f5e81409c93f40a19",
        "conversation_id": "6a03e4a5cbf9c71bacb02e52",
        "integration_id": "689e914ca6a04e7404b36408",
        "brand_id": "32404259465241",
        "backend": "ocb",
        "chat_id": "01KRFKJR9G2XV4DQP4JFWS9ADF",
        "user_id": 57327187884953,
        "authenticated": true,
        "new_user": false,
        "tags": [],
        "initiator": 1,
        "control_context": {
          "first_message_id": "6a03e4a68e86c21d148ccac5",
          "origin_source_integration": "689e914ca6a04e7404b36408",
          "device_guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
          "dataCapture.systemField.requester.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.group_id": "52002469607449",
          "dataCapture.ticketField.userId": "69ed4d5f5e81409c93f40a19",
          "dataCapture.ticketField.email": "Wesselkaitlin@gmail.com",
          "dataCapture.systemField.requester.name": "Kaitlin",
          "dataCapture.ticketField.origin_source_integration": "689e914ca6a04e7404b36408"
        },
        "history": [
          {
            "timestamp": 1778640038724,
            "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": "6a03e4a68e86c21d148ccac5",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4a68e86c21d148ccac5",
              "received": "2026-05-13T02:40:38.724Z",
              "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": 1778640049740,
            "original_message_type": "text",
            "message": "Other inquiries",
            "message_id": "6a03e4b108af080afa4dd537",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4b108af080afa4dd537",
              "received": "2026-05-13T02:40:49.740Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Other inquiries",
                  "payload": "Other inquiries"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:40:49.743Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 1
          },
          {
            "timestamp": 1778640052905,
            "original_message_type": "text",
            "message": "Please tell us what you need help with.",
            "message_id": "6a03e4b49db04d973ee246e6",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4b49db04d973ee246e6",
              "received": "2026-05-13T02:40:52.905Z",
              "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": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 2
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640053008,
            "status_ts": 1778640053008,
            "event_id": "6a03e4b560803843c785efd9",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e4b49db04d973ee246e6",
            "chat_index": 3
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640053375,
            "actor_type": "end-user",
            "status_ts": 1778640053375,
            "event_id": "6a03e4b5e6d32b6aed8b69ef",
            "status": "READ",
            "chat_index": 4
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640053408,
            "status_ts": 1778640053408,
            "event_id": "6a03e4b5e6d32b6aed8b6a03",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e4b49db04d973ee246e6",
            "chat_index": 5
          },
          {
            "timestamp": 1778640100755,
            "original_message_type": "text",
            "message": "I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime.",
            "message_id": "6a03e4e4848d8bd876fc399a",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4e4848d8bd876fc399a",
              "received": "2026-05-13T02:41:40.755Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’m not getting timely alerts for baby leaving safe area. I’m getting the notification 2 hours after it happens everytime."
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:41:40.759Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 6
          },
          {
            "timestamp": 1778640109846,
            "original_message_type": "text",
            "message": "To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation.",
            "message_id": "6a03e4ed221570615e3b2764",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4ed221570615e3b2764",
              "received": "2026-05-13T02:41:49.846Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "To help you out with the alert issue, could you please let me know which Momcozy product model you’re using? (A little tip: you can usually find the model number on the bottom of your device or on the packaging box!) This info will help me give you the best guidance for your situation."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 7
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640109950,
            "status_ts": 1778640109950,
            "event_id": "6a03e4ed047f865ac52a17bf",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e4ed221570615e3b2764",
            "chat_index": 8
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640110292,
            "actor_type": "end-user",
            "status_ts": 1778640110292,
            "event_id": "6a03e4ee4b2718ec276a4289",
            "status": "READ",
            "chat_index": 9
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640110343,
            "status_ts": 1778640110343,
            "event_id": "6a03e4ee4b2718ec276a42e9",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e4ed221570615e3b2764",
            "chat_index": 10
          },
          {
            "timestamp": 1778640120688,
            "original_message_type": "text",
            "message": "BM04",
            "message_id": "6a03e4f88a5f09f241ae6441",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e4f88a5f09f241ae6441",
              "received": "2026-05-13T02:42:00.688Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "BM04"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:42:00.691Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 11
          },
          {
            "timestamp": 1778640133240,
            "original_message_type": "text",
            "message": "Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at support@momcozy.com or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!",
            "message_id": "6a03e505238a26bdc44267df",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e505238a26bdc44267df",
              "received": "2026-05-13T02:42:13.240Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thanks for sharing your BM04 model! The Danger Zone safety alerts are designed to notify you right away, so a 2-hour delay definitely isn’t normal. Let’s try a few quick fixes: make sure the alert is enabled in your Momcozy app, check that notifications are allowed for the app, and turn off any Do Not Disturb or Focus modes. Also, confirm your monitor has a stable Wi-Fi connection, nothing is blocking the camera, and give the monitor a quick restart. If you’re still seeing delays, please reach out to our technical support at support@momcozy.com or WhatsApp +1 619 848 0676. We’re here to help you get those alerts on time!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 12
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640133342,
            "status_ts": 1778640133342,
            "event_id": "6a03e505b6f65f984f3a222d",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e505238a26bdc44267df",
            "chat_index": 13
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640133656,
            "actor_type": "end-user",
            "status_ts": 1778640133656,
            "event_id": "6a03e5052ff1a14cdce6568c",
            "status": "READ",
            "chat_index": 14
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640133688,
            "status_ts": 1778640133688,
            "event_id": "6a03e5052ff1a14cdce656b4",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e505238a26bdc44267df",
            "chat_index": 15
          },
          {
            "timestamp": 1778640137746,
            "original_message_type": "text",
            "message": "Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you.",
            "message_id": "6a03e50984b86c440f35754d",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e50984b86c440f35754d",
              "received": "2026-05-13T02:42:17.746Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you for letting me know about the delayed alerts on your BM04! That definitely shouldn’t be happening. Let’s try a few quick fixes: please make sure the alert is enabled in your Momcozy app, notifications are allowed, and Do Not Disturb or Focus modes are turned off. Also, check that your monitor has a stable Wi-Fi connection and try restarting the device. You can try this first. If it still doesn’t resolve the issue, please contact us anytime and we will proceed with the next step for you."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 16
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640137833,
            "status_ts": 1778640137833,
            "event_id": "6a03e509eae3905cd718a880",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e50984b86c440f35754d",
            "chat_index": 17
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640138139,
            "actor_type": "end-user",
            "status_ts": 1778640138139,
            "event_id": "6a03e50ab7fc3cc08c10892b",
            "status": "READ",
            "chat_index": 18
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640138164,
            "status_ts": 1778640138164,
            "event_id": "6a03e50ab7fc3cc08c108930",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e50984b86c440f35754d",
            "chat_index": 19
          },
          {
            "timestamp": 1778640191385,
            "original_message_type": "text",
            "message": "I’ve tried these methods",
            "message_id": "6a03e53f848d8bd876fd3804",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e53f848d8bd876fd3804",
              "received": "2026-05-13T02:43:11.385Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’ve tried these methods"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:43:11.389Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 20
          },
          {
            "timestamp": 1778640196545,
            "original_message_type": "text",
            "message": "I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!",
            "message_id": "6a03e5444b2718ec276b2a4b",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5444b2718ec276b2a4b",
              "received": "2026-05-13T02:43:16.545Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’m really sorry those steps didn’t fix the alert issue with your BM04. I know how important timely notifications are for your peace of mind! Don’t worry—I’ll make sure our specialist team takes a closer look and helps you get this sorted as soon as possible. Thank you so much for your patience!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 21
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640196658,
            "status_ts": 1778640196658,
            "event_id": "6a03e544047f865ac52a5046",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5444b2718ec276b2a4b",
            "chat_index": 22
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640197005,
            "actor_type": "end-user",
            "status_ts": 1778640197005,
            "event_id": "6a03e545ca7552bf6cb89a7a",
            "status": "READ",
            "chat_index": 23
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640197047,
            "status_ts": 1778640197047,
            "event_id": "6a03e545ca7552bf6cb89a96",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5444b2718ec276b2a4b",
            "chat_index": 24
          },
          {
            "timestamp": 1778640200113,
            "original_message_type": "text",
            "message": "Could you please share your order number with me? This will help us assist you even faster!",
            "message_id": "6a03e54889c6d43de3c0bd52",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e54889c6d43de3c0bd52",
              "received": "2026-05-13T02:43:20.113Z",
              "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? This will help us assist you even faster!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 25
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640200217,
            "status_ts": 1778640200217,
            "event_id": "6a03e5481170ea2a1f73b8da",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e54889c6d43de3c0bd52",
            "chat_index": 26
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640200513,
            "actor_type": "end-user",
            "status_ts": 1778640200513,
            "event_id": "6a03e548221570615e3c3d56",
            "status": "READ",
            "chat_index": 27
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640200542,
            "status_ts": 1778640200542,
            "event_id": "6a03e548221570615e3c3d59",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e54889c6d43de3c0bd52",
            "chat_index": 28
          },
          {
            "timestamp": 1778640214771,
            "original_message_type": "text",
            "message": "I ordered on Amazon",
            "message_id": "6a03e556e067d068c94ab9ef",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e556e067d068c94ab9ef",
              "received": "2026-05-13T02:43:34.771Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I ordered on Amazon"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:43:34.774Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 29
          },
          {
            "timestamp": 1778640219251,
            "original_message_type": "text",
            "message": "Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!",
            "message_id": "6a03e55b2a41249d58ac434d",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e55b2a41249d58ac434d",
              "received": "2026-05-13T02:43:39.251Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Could you please share your Amazon order number with me? This will help us get your case to our support team quickly and make sure you get the best help possible. Thank you so much for your cooperation!"
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 30
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640219331,
            "status_ts": 1778640219331,
            "event_id": "6a03e55bdd7b9b1f981799e7",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e55b2a41249d58ac434d",
            "chat_index": 31
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640219667,
            "actor_type": "end-user",
            "status_ts": 1778640219667,
            "event_id": "6a03e55b9db04d973ee418b5",
            "status": "READ",
            "chat_index": 32
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640219697,
            "status_ts": 1778640219697,
            "event_id": "6a03e55b9db04d973ee418f3",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e55b2a41249d58ac434d",
            "chat_index": 33
          },
          {
            "timestamp": 1778640293697,
            "original_message_type": "text",
            "message": "113-3668334-9895451",
            "message_id": "6a03e5a55cdb2795e5d9a99d",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5a55cdb2795e5d9a99d",
              "received": "2026-05-13T02:44:53.697Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "113-3668334-9895451"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:44:53.702Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 34
          },
          {
            "timestamp": 1778640297726,
            "original_message_type": "text",
            "message": "I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.",
            "message_id": "6a03e5a96afada0c444d2bc9",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5a96afada0c444d2bc9",
              "received": "2026-05-13T02:44:57.726Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance."
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 35
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640297812,
            "status_ts": 1778640297812,
            "event_id": "6a03e5a9dd7b9b1f9817ca99",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5a96afada0c444d2bc9",
            "chat_index": 36
          },
          {
            "timestamp": 1778640298292,
            "original_message_type": "text",
            "message": "Do you need me to contact the human customer service for you now?\n\nYES, NO",
            "message_id": "6a03e5aa7f719e085899fc6f",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5aa7f719e085899fc6f",
              "received": "2026-05-13T02:44:58.292Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy",
                "avatar_url": "https://momcozy.zendesk.com/embeddable/avatars/55896876296601"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Do you need me to contact the human customer service for you now?",
                  "actions": [
                    {
                      "reply": {
                        "type": "reply",
                        "text": "Yes",
                        "payload": "Yes"
                      }
                    },
                    {
                      "reply": {
                        "type": "reply",
                        "text": "No",
                        "payload": "No"
                      }
                    }
                  ]
                }
              },
              "source": {
                "type": "ultimate",
                "bot_id": "69031e71cd5417c88af36c00",
                "external_conversation_id": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 37
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640298393,
            "status_ts": 1778640298393,
            "event_id": "6a03e5aa3dffd2c40d2bce1e",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5aa7f719e085899fc6f",
            "chat_index": 38
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640298555,
            "actor_type": "end-user",
            "status_ts": 1778640298555,
            "event_id": "6a03e5aa439b79f8df110553",
            "status": "READ",
            "chat_index": 39
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640298588,
            "status_ts": 1778640298588,
            "event_id": "6a03e5aa439b79f8df110567",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5aa7f719e085899fc6f",
            "chat_index": 40
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640298588,
            "status_ts": 1778640298588,
            "event_id": "6a03e5aa439b79f8df110566",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5a96afada0c444d2bc9",
            "chat_index": 41
          },
          {
            "timestamp": 1778640308960,
            "original_message_type": "text",
            "message": "Yes",
            "message_id": "6a03e5b4cbf9c71bacb32407",
            "sunco_source_type": "NATIVE_MESSAGING",
            "is_history_context": true,
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5b4cbf9c71bacb32407",
              "received": "2026-05-13T02:45:08.960Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Yes",
                  "payload": "Yes"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:45:08.964Z",
                  "app_version": "13.2.0",
                  "info": {
                    "locale": "en-US",
                    "state": "Kentucky",
                    "appName": "Momcozy",
                    "carrier": "--",
                    "appId": "com.root.momcozy",
                    "ipAddress": "50.5.116.185",
                    "city": "Butler",
                    "devicePlatform": "iPhone16,2",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "country": "United States",
                    "buildNumber": "3",
                    "os": "iOS",
                    "countryCode": "US",
                    "installer": "Unknown",
                    "vendor": "Native Messaging",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 42
          },
          {
            "timestamp": 1778640313910,
            "original_message_type": "text",
            "message": "Transferring to a human agent.",
            "message_id": "6a03e5b94e1a2ea055349e58",
            "sunco_source_type": "BUSINESS",
            "is_history_context": true,
            "actor_type": "system",
            "actor_id": "-1",
            "actor_name": "Momcozy",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5b94e1a2ea055349e58",
              "received": "2026-05-13T02:45:13.910Z",
              "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": "cd4457be-8836-4d6c-b7a8-068fea503733"
              }
            },
            "chat_index": 43
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640314006,
            "status_ts": 1778640314006,
            "event_id": "6a03e5ba3dffd2c40d2bd818",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5b94e1a2ea055349e58",
            "chat_index": 44
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640314657,
            "actor_type": "end-user",
            "status_ts": 1778640314657,
            "event_id": "6a03e5ba439b79f8df11342d",
            "status": "READ",
            "chat_index": 45
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640314690,
            "status_ts": 1778640314690,
            "event_id": "6a03e5ba439b79f8df113430",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5b94e1a2ea055349e58",
            "chat_index": 46
          },
          {
            "timestamp": 1778640330439,
            "original_message_type": "text",
            "message": "Hi, thank you for contacting us!💕",
            "message_id": "6a03e5ca423728f3546dd36a",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5ca423728f3546dd36a",
              "received": "2026-05-13T02:45:30.439Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hi, thank you for contacting us!💕"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T02:45:30.409Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "cd6d0450-4e75-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 47
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640330550,
            "status_ts": 1778640330550,
            "event_id": "6a03e5ca3dffd2c40d2be25e",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5ca423728f3546dd36a",
            "chat_index": 48
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640331396,
            "actor_type": "end-user",
            "status_ts": 1778640331396,
            "event_id": "6a03e5cb30622b2a64a2c50d",
            "status": "READ",
            "chat_index": 49
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640331444,
            "status_ts": 1778640331444,
            "event_id": "6a03e5cb30622b2a64a2c53c",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e5ca423728f3546dd36a",
            "chat_index": 50
          },
          {
            "timestamp": 1778640339917,
            "original_message_type": "text",
            "message": "Hello!",
            "message_id": "6a03e5d32a41249d58ad9117",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e5d32a41249d58ad9117",
              "received": "2026-05-13T02:45:39.917Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hello!"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:45:39.926Z",
                  "app_version": "13.2.0",
                  "info": {
                    "os": "iOS",
                    "country": "United States",
                    "ipAddress": "50.5.116.185",
                    "buildNumber": "3",
                    "carrier": "--",
                    "state": "Kentucky",
                    "locale": "en-US",
                    "installer": "Unknown",
                    "stateCode": "KY",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "vendor": "Native Messaging",
                    "appId": "com.root.momcozy",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "city": "Butler",
                    "sdkVersion": "13.2.0"
                  }
                }
              }
            },
            "chat_index": 51
          },
          {
            "timestamp": 1778640601804,
            "original_message_type": "text",
            "message": "I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently",
            "message_id": "6a03e6d99ade74cf727e9ddd",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e6d99ade74cf727e9ddd",
              "received": "2026-05-13T02:50:01.804Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’m having some issues with my monitor/app. I ordered the BM04 on Amazon, the first one that was sent had major audio issues. So I had to get a replacement. Now I’m having issues with the safety zone notifications to my phone. I’m receiving the notifications that the baby has left the safety zone 2 hours after it’s actually happened consistently"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:50:01.808Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "50.5.116.185",
                    "carrier": "--",
                    "city": "Butler",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "KY",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Kentucky",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 52
          },
          {
            "timestamp": 1778640783733,
            "original_message_type": "text",
            "message": "Please wait a moment while I verify your order information.",
            "message_id": "6a03e78f0cfe573203224403",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e78f0cfe573203224403",
              "received": "2026-05-13T02:53:03.733Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Please wait a moment while I verify your order information."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T02:53:03.698Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "dba11330-4e76-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 53
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640783816,
            "status_ts": 1778640783816,
            "event_id": "6a03e78f1170ea2a1f752e71",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e78f0cfe573203224403",
            "chat_index": 54
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640801426,
            "actor_type": "end-user",
            "status_ts": 1778640801426,
            "event_id": "6a03e7a18e86c21d1494fbcd",
            "status": "READ",
            "chat_index": 55
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778640801458,
            "status_ts": 1778640801458,
            "event_id": "6a03e7a18e86c21d1494fbd0",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e78f0cfe573203224403",
            "chat_index": 56
          },
          {
            "timestamp": 1778640834047,
            "original_message_type": "text",
            "message": "Thank you",
            "message_id": "6a03e7c23a85857847fec4e3",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e7c23a85857847fec4e3",
              "received": "2026-05-13T02:53:54.047Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:53:54.051Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "50.5.116.185",
                    "carrier": "--",
                    "city": "Butler",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "KY",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Kentucky",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 57
          },
          {
            "timestamp": 1778641147074,
            "original_message_type": "text",
            "message": "Hello?",
            "message_id": "6a03e8fb4e1a2ea0553d6275",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e8fb4e1a2ea0553d6275",
              "received": "2026-05-13T02:59:07.074Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Hello?"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T02:59:07.078Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "172.59.35.168",
                    "carrier": "--",
                    "city": "Cincinnati",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "OH",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Ohio",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 58
          },
          {
            "timestamp": 1778641214979,
            "original_message_type": "text",
            "message": "We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual.",
            "message_id": "6a03e93efe76533fcbd2122f",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e93efe76533fcbd2122f",
              "received": "2026-05-13T03:00:14.979Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "We sincerely apologize for the slight delay in our response due to a higher volume of inquiries than usual."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:00:14.945Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "dcacc160-4e77-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 59
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641215079,
            "status_ts": 1778641215079,
            "event_id": "6a03e93f3dffd2c40d2dfb1c",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e93efe76533fcbd2122f",
            "chat_index": 60
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641217988,
            "actor_type": "end-user",
            "status_ts": 1778641217988,
            "event_id": "6a03e9417f719e0858a4c890",
            "status": "READ",
            "chat_index": 61
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641218022,
            "status_ts": 1778641218022,
            "event_id": "6a03e9427f719e0858a4c8a3",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e93efe76533fcbd2122f",
            "chat_index": 62
          },
          {
            "timestamp": 1778641221033,
            "original_message_type": "text",
            "message": "Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs.",
            "message_id": "6a03e9451e041cf855a60d9a",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e9451e041cf855a60d9a",
              "received": "2026-05-13T03:00:21.033Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Regarding your issue, we suggest you try switching to a different network environment and logging in with another account to check if the problem still occurs."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:00:20.998Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "e0504df0-4e77-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 63
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641221124,
            "status_ts": 1778641221124,
            "event_id": "6a03e945b6f65f984f3cb203",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e9451e041cf855a60d9a",
            "chat_index": 64
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641221474,
            "actor_type": "end-user",
            "status_ts": 1778641221474,
            "event_id": "6a03e945797bb00afbfa0f15",
            "status": "READ",
            "chat_index": 65
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641221506,
            "status_ts": 1778641221506,
            "event_id": "6a03e945797bb00afbfa0f2d",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e9451e041cf855a60d9a",
            "chat_index": 66
          },
          {
            "timestamp": 1778641266422,
            "original_message_type": "text",
            "message": "I’ve done this",
            "message_id": "6a03e972e6d32b6aed989300",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e972e6d32b6aed989300",
              "received": "2026-05-13T03:01:06.422Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I’ve done this"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T03:01:06.425Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "172.59.35.168",
                    "carrier": "--",
                    "city": "Cincinnati",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "OH",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Ohio",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 67
          },
          {
            "timestamp": 1778641294828,
            "original_message_type": "text",
            "message": "Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation.",
            "message_id": "6a03e98eb7fc3cc08c1d73fb",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03e98eb7fc3cc08c1d73fb",
              "received": "2026-05-13T03:01:34.828Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Additionally, regarding the audio issue, could you please provide a relevant video for us to check and verify? Thank you so much for your cooperation."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:01:34.793Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "0c3380e0-4e78-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 68
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641294912,
            "status_ts": 1778641294912,
            "event_id": "6a03e98eeae3905cd71b51bf",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e98eb7fc3cc08c1d73fb",
            "chat_index": 69
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641341948,
            "actor_type": "end-user",
            "status_ts": 1778641341948,
            "event_id": "6a03e9bd6afada0c4458d895",
            "status": "READ",
            "chat_index": 70
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641341972,
            "status_ts": 1778641341972,
            "event_id": "6a03e9bd6afada0c4458d89a",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03e98eb7fc3cc08c1d73fb",
            "chat_index": 71
          },
          {
            "timestamp": 1778641416068,
            "original_message_type": "text",
            "message": "I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications",
            "message_id": "6a03ea08e6d32b6aed9a6522",
            "sunco_source_type": "NATIVE_MESSAGING",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "Kaitlin",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03ea08e6d32b6aed9a6522",
              "received": "2026-05-13T03:03:36.068Z",
              "author": {
                "type": "USER",
                "user_id": "69ed4d5f5e81409c93f40a19",
                "display_name": "Kaitlin",
                "avatar_url": "https://www.gravatar.com/avatar/00000000000000000000000000000000.png?s=200&d=mm",
                "user": {
                  "id": "69ed4d5f5e81409c93f40a19",
                  "external_id": "2048181575212692541",
                  "signed_up_at": "2026-04-25T23:25:19.413Z",
                  "profile": {
                    "given_name": "Kaitlin",
                    "email": "Wesselkaitlin@gmail.com",
                    "locale": "en-US"
                  },
                  "metadata": {
                    "fields": {
                      "conversationId": {
                        "string_value": "69f11627efcaed654eeaf281"
                      }
                    }
                  },
                  "authenticated": true
                }
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "I don’t have a video. The original unit I purchased has been replaced through Amazon already. Now with this unit, I’m having the delayed notifications"
                }
              },
              "source": {
                "type": "ios",
                "integration_id": "689e914ca6a04e7404b36408",
                "device": {
                  "id": "69f89df1814e9281c660164b",
                  "type": "IOS",
                  "guid": "0943749C-BCD9-42E5-AD28-718928FAE8DF",
                  "client_id": "69ed4d5f5e81409c93f40a1a",
                  "status": "ACTIVE",
                  "integration_id": "689e914ca6a04e7404b36408",
                  "last_seen": "2026-05-13T03:03:36.073Z",
                  "app_version": "13.2.0",
                  "info": {
                    "country": "United States",
                    "vendor": "Native Messaging",
                    "ipAddress": "172.59.35.168",
                    "carrier": "--",
                    "city": "Cincinnati",
                    "appId": "com.root.momcozy",
                    "buildNumber": "3",
                    "stateCode": "OH",
                    "os": "iOS",
                    "locale": "en-US",
                    "countryCode": "US",
                    "devicePlatform": "iPhone16,2",
                    "osVersion": "26.4.2",
                    "appName": "Momcozy",
                    "sdkVersion": "13.2.0",
                    "state": "Ohio",
                    "installer": "Unknown"
                  }
                }
              }
            },
            "chat_index": 72
          },
          {
            "timestamp": 1778641449734,
            "original_message_type": "text",
            "message": "Okay, I understand. I'm sorry for the inconvenience caused.",
            "message_id": "6a03ea29720e043f5d80c13b",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03ea29720e043f5d80c13b",
              "received": "2026-05-13T03:04:09.734Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Okay, I understand. I'm sorry for the inconvenience caused."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:04:09.695Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "6899d4b0-4e78-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 73
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641449820,
            "status_ts": 1778641449820,
            "event_id": "6a03ea296e3581e0838c2dea",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea29720e043f5d80c13b",
            "chat_index": 74
          },
          {
            "type": "ChatMessageStatus",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641450200,
            "actor_type": "end-user",
            "status_ts": 1778641450200,
            "event_id": "6a03ea2a22530e78867a6a2f",
            "status": "READ",
            "chat_index": 75
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641450236,
            "status_ts": 1778641450236,
            "event_id": "6a03ea2a22530e78867a6ab6",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea29720e043f5d80c13b",
            "chat_index": 76
          },
          {
            "timestamp": 1778641493621,
            "original_message_type": "text",
            "message": "Thank you for your patience! 💕\nWe’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n📦 Name:\n📦 Address:\n📦 City:\n📦 State/Province:\n📦 Postal Code:\n📦 Country:\n📦 Phone:\nOnce confirmed, we’ll get your replacement on its way to you! 💌\nThanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟",
            "message_id": "6a03ea55c4761ad10f79b6be",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03ea55c4761ad10f79b6be",
              "received": "2026-05-13T03:04:53.621Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "Thank you for your patience! 💕\nWe’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?\n📦 Name:\n📦 Address:\n📦 City:\n📦 State/Province:\n📦 Postal Code:\n📦 Country:\n📦 Phone:\nOnce confirmed, we’ll get your replacement on its way to you! 💌\nThanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟",
                  "html_text": "Thank you for your patience! 💕<br />We’ll arrange a new camera for you. To help us process this as quickly as possible, could you kindly provide your full shipping details below?<br />📦 Name:<br />📦 Address:<br />📦 City:<br />📦 State/Province:<br />📦 Postal Code:<br />📦 Country:<br />📦 Phone:<br />Once confirmed, we’ll get your replacement on its way to you! 💌<br />Thanks again, and please don’t hesitate to reach out if you have any questions — we’re always here to help! 😊🌟"
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:04:53.568Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "82b8b0a0-4e78-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 77
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641493725,
            "status_ts": 1778641493725,
            "event_id": "6a03ea5591ffc0a098fa831d",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea55c4761ad10f79b6be",
            "chat_index": 78
          },
          {
            "timestamp": 1778641519140,
            "original_message_type": "text",
            "message": "We suggest you check if the problem persists after receiving the new camera.",
            "message_id": "6a03ea6f01713069b097dda9",
            "sunco_source_type": "BUSINESS",
            "actor_type": "agent",
            "actor_id": "53016986905497",
            "actor_name": "Momcozy Elysia",
            "type": "ChatMessage",
            "original_message": {
              "id": "6a03ea6f01713069b097dda9",
              "received": "2026-05-13T03:05:19.140Z",
              "author": {
                "type": "BUSINESS",
                "display_name": "Momcozy Elysia",
                "avatar_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg"
              },
              "content": {
                "text": {
                  "type": "text",
                  "text": "We suggest you check if the problem persists after receiving the new camera."
                }
              },
              "source": {
                "type": "zd:agentWorkspace",
                "original_message_timestamp": "2026-05-13T03:05:19.098Z"
              },
              "metadata": {
                "fields": {
                  "__zendesk_msg.client_message_id": {
                    "string_value": "91f9df30-4e78-11f1-b9e5-3d4634a5dd6f"
                  },
                  "__zendesk_msg.agent.id": {
                    "string_value": "53016986905497"
                  }
                }
              }
            },
            "chat_index": 79
          },
          {
            "type": "ChatMessageStatus",
            "actor_type": "end-user",
            "actor_id": "57327187884953",
            "actor_name": "",
            "timestamp": 1778641519241,
            "status_ts": 1778641519241,
            "event_id": "6a03ea6fb6f65f984f3d78bf",
            "status": "DELIVERY_SUCCESS",
            "message_id": "6a03ea6f01713069b097dda9",
            "chat_index": 80
          }
        ],
        "webpath": [],
        "channel": "native_messaging"
      },
      "via": {
        "channel": "native_messaging",
        "source": {
          "from": {},
          "to": {},
          "rel": null
        }
      },
      "created_at": "2026-05-13T02:45:14Z",
      "metadata": {
        "system": {},
        "custom": {}
      }
    }
  ],
  "users": [
    {
      "id": 53016986905497,
      "url": "https://rootglobal.zendesk.com/api/v2/users/53016986905497.json",
      "name": "RT-Chat-Elysia",
      "email": "qian.tan@rootglobal.net",
      "created_at": "2025-12-04T02:11:22Z",
      "updated_at": "2026-05-14T00:39:50Z",
      "time_zone": "Hong Kong",
      "iana_time_zone": "Asia/Hong_Kong",
      "phone": null,
      "shared_phone_number": null,
      "photo": {
        "url": "https://rootglobal.zendesk.com/api/v2/attachments/55474991346713.json",
        "id": 55474991346713,
        "file_name": "mmexport1772010136765.jpg",
        "content_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg",
        "mapped_content_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765.jpg",
        "content_type": "image/jpeg",
        "size": 1432,
        "width": 80,
        "height": 77,
        "inline": false,
        "deleted": false,
        "thumbnails": [
          {
            "url": "https://rootglobal.zendesk.com/api/v2/attachments/55474946335513.json",
            "id": 55474946335513,
            "file_name": "mmexport1772010136765_thumb.jpg",
            "content_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765_thumb.jpg",
            "mapped_content_url": "https://rootglobal.zendesk.com/system/photos/55474991346713/mmexport1772010136765_thumb.jpg",
            "content_type": "image/jpeg",
            "size": 534,
            "width": 32,
            "height": 31,
            "inline": false,
            "deleted": false
          }
        ]
      },
      "locale_id": 10,
      "locale": "zh-cn",
      "organization_id": null,
      "role": "agent",
      "verified": true,
      "external_id": null,
      "tags": [],
      "alias": "Momcozy Elysia",
      "active": true,
      "shared": false,
      "shared_agent": false,
      "last_login_at": "2026-05-14T00:39:46Z",
      "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": 57327187884953,
      "url": "https://rootglobal.zendesk.com/api/v2/users/57327187884953.json",
      "name": "Kaitlin",
      "email": null,
      "created_at": "2026-04-25T23:25:17Z",
      "updated_at": "2026-04-28T20:18:51Z",
      "time_zone": "Asia/Hong_Kong",
      "iana_time_zone": "Asia/Hong_Kong",
      "phone": null,
      "shared_phone_number": null,
      "photo": null,
      "locale_id": 1,
      "locale": "en-US",
      "organization_id": null,
      "role": "end-user",
      "verified": true,
      "external_id": "2048181575212692541",
      "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": "app_690b04fb6db3dcedbd629ff9"
      },
      "suspension_details": null
    }
  ],
  "next_page": null,
  "previous_page": null,
  "count": 12
}