提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255915",
"subject": "Voicemail from: Caller +1 (705) 221-3954",
"description": "Call from: +1 (705) 221-3954\\nTime of call: May 13, 2026 at 5:54:04 PM UTC",
"status": "pending",
"priority": "high",
"product_model": "",
"created_at": "2026-05-13T17:55:41Z",
"updated_at": "2026-05-13T21:51:04Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: no alert in VOX mode",
"agents_notes": "Issue Details: no alert in VOX mode",
"category_field_id": "34154549939865",
"category_name": "EPI::No alert in VOX mode",
"category_value": "epi__no_alert_in_vox_mode",
"category_zh": "VOX 模式无提醒"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 6,
"voice": 2
}
},
"messages": [
{
"conversation_id": "57893087815833",
"type": "Comment",
"created_at": "2026-05-13T21:51:04Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n \nThank you for contacting us regarding this matter. We apologize for any inconvenience this situation may have caused and appreciate your patience as we work towards a resolution.\n\nTo enable a more thorough investigation and to improve our system, would you please provide a short video demonstrating the error you encountered?\n \nTo proceed with the replacement process, please supply your shipping address in the following format:\n \nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nWe appreciate your understanding and cooperation, and please be assured of our commitment to supporting you throughout this process.\n \nBest regards,\n \nMomcozy Customer Support Team"
},
{
"conversation_id": "57893066781593",
"type": "Comment",
"created_at": "2026-05-13T21:50:00Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: OB | horses-sylviane14@hotmail.com\n \nIssue Details: no alert in VOX mode | Item specification | how to use\n \nResolution Offered: BTS for VOX mode | split screen information | sleep mode instruction | sent email for warranty\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57893089809945",
"type": "Comment",
"created_at": "2026-05-13T21:49:17Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer (from Canada) has multiple issues with a Momcozy Wi-Fi baby monitor gifted to her, primarily that: The monitor only connects to one phone device at a time despite claims of multiple device support. The sound alert (VOX mode) does not pick up or alert when the baby or toddlers cry, even at maximum sensitivity. The split-screen mode shows video from two cameras but only allows sound from the selected camera with the blue highlight, limiting simultaneous audio monitoring. When the screen is turned off (to save power), no sounds or alerts are heard, and customer is unsure how to keep sound alerts active while screen is off. Agent confirmed the monitor has a sleep mode (screen off but alert active) that can be set manually or via an automatic timer under \"power saving\" settings. Agent explained that only one camera’s audio is heard when in split-screen mode; outside split mode, the monitor switches to the camera where sound is detected automatically. For multi-device access, the original device connected (the husband’s phone) must add the second phone’s email to share monitor access. Since the VOX mode is not working properly despite troubleshooting, the agent advised contacting the gift giver to obtain purchase details and order number. Momcozy offers a 1-year warranty and can process a replacement if proof of purchase and a short video demonstrating the issue are submitted. Customer to email support@momcozy.com with order number, video evidence, and full mailing info upon contacting the gift giver. Agent will send detailed instructions via email and provide a ticket number for reference. Customer expressed disappointment with a $400 monitor not performing as expected but agreed to try the sleep mode and split-screen audio recommendations before proceeding with replacement. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57893089687833",
"type": "Comment",
"created_at": "2026-05-13T21:49:13Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:00AgentHello? Hello? Hello. Good good afternoon. This is Matt from momcozy returning your call.00:07AgentYou leave a voice mail to us regarding a baby monitor? Yeah. Mhmm. You said you have a multiple issue with the baby monitor, ma'am. Could you please tell me what is the issue?00:21CustomerSo I looked I looked online. Like, I tried we tried to figure it out on our own, but it's just been, like, multiple things. So first of all, what did I mention on the oh, yeah. We can't so, like, you're you're it's a it's a Wi Fi 1, so you're you're supposed to be able to download it, like, on your phone. It works on my my husband's phone, but he can't connect it to my phone.00:43CustomerLike, so it's only, like, 1 device, which is supposed to be multiple devices. Mhmm. We've tried a couple times, didn't work. Then there's from what from the from what I've searched up, you're supposed to be able to. So, like, we have 2 cameras because, like, we have, like, toddlers and then a newborn.01:05CustomerSo, like, they're in 2 different rooms. I can see that like like, we're able to see them, but it doesn't pick up the noise. So I can never like, we don't hear anything. No. I see.01:16CustomerWe don't hear anything. So, like, you're like, from what I've searched up, like, if you leave it on the the split screen, you should like, the camera should pick up whatever room it's coming from, and then, like, it should it should, like, start making noise. Like, it should pick up, like, you know, and then, like, kinda wake us up, the parents. Hi. Hi.01:40CustomerThen so we have the camera issue that Also, apparently, there like, you're supposed to be able to, like, close the screen because, like, I don't want the screen to stay on all night. I don't need it to stay on all night. So you're supposed to be able to close it, but still here, like, whenever whenever it picks up picks up this point of noise. But, like, we're not able to. It it doesn't work.02:06CustomerSo as soon as I close as soon as like, if the screen is shut off, if the baby's crying, I won't, like, I won't hear anything at all. So, like, I'm like, our room is beside the baby's room, so, thankfully, I'm able to like, it'll wake me up, and I'm not a heavy sleeper. But, yeah, it doesn't it doesn't work on the monitor at all. Like, we we played with the we played with the VOX mode and the it's VOX mode and the something level, like, the sound level or whatever. And, like, we we tried multiple things.02:42CustomerWhat's that?02:45AgentYou already put the sensitivity, ma'am, in a maximum for the Voxmo?02:50CustomerYeah. Yeah. So we went on the Voxmo because I, like, I went on Google, like, multiple times to try to try and research, like, what to do if this happens, what to do if this happens. And, yeah, we tried to put it at the most sensitive, and still if if, like and, I mean, he's, like sometimes he'll, like, scream kinda thing, like, in the middle of the night when he's hungry. And, like, he could he could be, like, screaming, and it won't, like, it won't turn on the the monitor.03:13AgentOkay. I understand, For a 400 for a03:16Customer$400 monitor, I'm kinda disappointed. But, yeah, that's the thing. Like, I'm not sure. Like, it was a gift to us, so I'm not sure if there is anything, like like, are we able to exchange it, return it? Like, I don't know.03:29CustomerLike, that's why. I just I was calling to see, like, what our options were.03:33AgentOkay, ma'am. Totally understand, ma'am. And first, ma'am, I am really sorry for the inconvenience that you are encountering. Since you already put the since you already put, ma'am, the the maximum level of the Vox mode, ma'am, for the sensitivity, and still doesn't give you an alert, ma'am. Something is happening with your baby monitor, ma'am.03:55AgentLike, there is an issue with it. So Okay. For that 1, ma'am, we will gonna ask if you are able to contact the gift giver, ma'am.04:07CustomerIf we're able to contact who? Sorry.04:09AgentThe gift giver. The 1 that give you the baby monitor.04:14CustomerOkay. Yeah.04:16AgentYes, ma'am. Okay. So, ma'am. We can provide you the warranty. You are from United States, ma'am, or do you know where did the gift giver purchase it?04:26CustomerWe're actually from Canada, but I looked online earlier and I didn't see a number for, like, for Canada. So I just called the number that was, like, on the momcozy site.04:34AgentMhmm.04:34CustomerOr, like, we're, yeah, we're from Can like, we're all from Canada, even the gift giver as well.04:39AgentOkay. And do you know, ma'am, where did she purchase it? Like, is it from Amazon, our official store, Target,04:48CustomerAmazon? I wanna say it's from the official store, but I could find out I could find out and let you like, and not let you know, but or maybe I can let you know through email. I'm not sure. Or, like, contact and, like, let you guys know, but I'm pretty sure it's from the from the the store itself.05:05AgentOkay. I understand, ma'am. In that case, ma'am, no worries. We have a 1 year warranty for this. We will be asking you, ma'am, to email us and provide some information to to so we can process, ma'am, the replacement.05:18AgentOkay? But first, ma'am, I will just gonna answer some of your questions. For the 1 that you are not able to to have an access, ma'am, with the baby monitor. Since your husband is the 1 who connected it first, he need to confirm, ma'am, your email address before you can have an access, ma'am, for the baby monitor. Or she can he can add the email address that you use, ma'am, so you will be connected to the baby monitor.05:51AgentOkay? And for the other questions, ma'am, for the split mode for the split mode, ma'am, if there is 2 screen right, ma'am, in the split mode, and there is, like, an option which camera that you you can see.06:09CustomerYeah. There'll be, like, a blue there'll be a blue square around the 1 we select.06:13AgentYes, ma'am. Mhmm. So in the blue square, ma'am, that you select, that is the only 1 that you can hear a sound, ma'am. Unfortunately, it's not saying when you when you go to the split mode, ma'am, you are not able to hear both of the sides, ma'am. Just 1, whereas the blue side, ma'am, is attached, ma'am.06:37AgentIt's it's from camera 1 or camera 2.06:41CustomerWow. So you're telling me this is a monitor. You can connect up to 4 cameras, but you can only listen sounds from 1?06:48AgentYes, ma'am. So if you remove the split screen, ma'am, once in here, this the cam the the camera hear a sound, ma'am. It will automatically go to the camera that has an alert, ma'am. But when you try to split it split the mood, ma'am, you can only hear in the blue box, ma'am.07:11CustomerOkay. So I'm better off to not put it in split screen. I'm better off to leave it just normal, just like I pick 1 of the cameras. Like, right now, we only have 2. But if I were to have 4, I would just leave it on whichever, let's say, the baby's camera.07:25CustomerAnd during the night, if my toddlers downstairs wake up and they start screaming, it should pick up their like, their camera should should replace the other screen?07:34AgentYes, ma'am. That is correct. And for the other 1, ma'am, for sorry. Just give me a minute, ma'am.07:45CustomerYeah. Yeah. No problem.08:08AgentSorry, ma'am. What is the last questions that you have, ma'am?08:13CustomerNo. The other 1 was just so it was for the connect yeah. Well, he tried he tried with the email address for the for connecting with cameras, and it didn't work. I mean, we could try it a third time, but he's like, I mean, he did it on his phone and he tried doing the same thing on like, with mine and it didn't work. But, yeah, there was that.08:30CustomerThere was the split screen for not hearing, but you just confirm that by leaving it on the main on the main screen, and then it it should pick up. It it didn't. It never did for us. So, again, I'll try it again tonight and see. I'm curious to try it out now.08:45CustomerBecause when I when I googled it, it said that even if you did the split screen, but you like, you'd like, you just don't select 1 of the cameras, you leave it in split, that it would Uh-huh. Like, the camera would where the where the noise was coming from, that's where the camera like, the the screen would would pick up. So I just I always left it in split screen, but I'll I'll try tonight and see. I'm I'm curious to to see. And then the box and then the the set like, the the the noise, like, wasn't able to hear anything.09:13CustomerSo question for you though, since I have you on the line. So if I shut off because, like, I with my old monitor, I would just shut off the screen. Mhmm. Is there a way that I can still, like because this 1, every time I shut it off, like, it goes, like, not blank, but, like, I don't it goes quiet. I don't hear anything.09:30CustomerIs there a way that you can still hear by shut but shutting off your screen? That way you save, like, the power and everything?09:37AgentYes, ma'am. Yes, ma'am. Actually, we have an option with that, ma'am, like this the sleep mode. So the sleep mode, ma'am, is just the screen is off, but the monitor is on.09:50CustomerSo And how do you how do you put that on? I'm actually I'm gonna I'm I'm gonna turn I'm gonna turn it on, and I'm gonna try to follow what you say just to to see. I'm in my room right now, so I'll try to give me 2 seconds. Okay. I'm listening.10:11CustomerSo go ahead. Let me know how you do it.10:14AgentOkay, ma'am. Just give me a minute, ma'am. I will just gonna pull out, um, our instruction. Okay?10:19CustomerOkay. Okay. No problem. Sorry. I I looked it up online, and I didn't find anything at all.10:23CustomerSo, like, I tried whatever I whatever I thought I could I could try, and it never worked. But maybe you'll have the solution.11:55AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. So for the baby monitor, ma'am, you can either turn, uh, turn the screen off man ma'am, manually. Uh, it will also, like, uh, it will be still give you an alert, ma'am, or set set an automatic timer, ma'am, through your e ECO mode setting, ma'am. So to get that 1, ma'am, for manual manuals for automatically sleep mode, ma'am, just go to your menu, and then just and then navigate, ma'am, the e c o or e as In echo, CAsIn Charlie, o as in Oscar, setting.12:43CustomerMhmm. Which is under do you know under what do you know under what icon that would be? Because I don't I don't see we don't have that here. Have under box under box setting, I have power saving or under there's, like, 4 little cubes.13:00AgentHave The power save the power saving, ma'am.13:05CustomerBecause otherwise, I have screen off. I also have screen off. And then if I do if I go under screen off, I have the option of, like, 1 minute, 3 minute, 5 minutes, or always on.13:14Agent1. 1, ma'am.13:17CustomerOkay?13:18AgentOkay. So you can just13:20CustomerIf I13:20Agentgo ma'am mhmm.13:23CustomerOkay. So if I go 1 minute, then after 1 minute, the screen is gonna shut off, but I'm still gonna be I'm gonna still gonna be able to hear. And if during the night, if if, let's say, the baby starts crying, would that automatically open the like, turn on turn on the the monitor?13:43AgentYes, ma'am.13:46CustomerOkay.13:48AgentMhmm.13:49CustomerOkay. Well, I'm gonna give I'm gonna give that a try. So in the meantime, you're saying I have to contact the gift giver?13:57AgentOh, yes, ma'am. Yes, ma'am. So for that 1, ma'am, you will be sending us an email to support@ma'amcozy.com. Just kindly provide the order number. You just need to ask it through the gift giver.14:10AgentAnd then, ma'am, a short video if you have showing that the Vox mode, it's not working, like the alert. And then, ma'am, your mailing information, that is your full name, mailing address, and contact number, ma'am. So once we verify the the the order number, ma'am, that you're still in the warranty, then check the video\n...[truncated]"
},
{
"conversation_id": "57893038560921",
"type": "VoiceComment",
"created_at": "2026-05-13T21:48:43Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Outbound call to +1 (705) 221-3954\nCall Details:\n\nCall from: +1 (619) 848-0676\nCall to: +1 (705) 221-3954\nTime of call: 2026-05-13 21:30:16 UTC\nCalled by: CT-Matthew\nLength of phone call: 18 minutes, 26 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAaf6f01b025812658e7f0ca833325e083/twilio/recording"
},
{
"conversation_id": "57890716355609",
"type": "Comment",
"created_at": "2026-05-13T17:55:49Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer Sylvia called regarding a Momcozy MP04G double baby monitor received in February. She has been experiencing ongoing issues with connecting the cameras and other problems since installation. Sylvia requested to be contacted to discuss the return or exchange policy and explore available options. She provided her phone number, (705) 221-3954, for a callback. No resolution or next steps were indicated in the call. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57890732055961",
"type": "Comment",
"created_at": "2026-05-13T17:55:47Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:02CustomerHi there. My name is Sylvia. My phone number is (705) 221-3954. I'm calling because we received a momcozy. I think it's m p 0 4 g double baby monitor in a in February.00:21CustomerAnd we since we've installed it, we've been having nothing but issues and and problems, like, in with, like, connecting cameras and different well, a few different issues. So if I can get someone to contact me back in order to like, I don't know what the policy is for return or exchange or and all that. So if someone could call me back, that would be greatly appreciated to see what our options are. So, yeah, my my number is (705) 221-3954. Thank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
},
{
"conversation_id": "57890670157337",
"type": "VoiceComment",
"created_at": "2026-05-13T17:55:41Z",
"author_id": "57890731819289",
"author_name": "Caller +1 (705) 221-3954",
"author_role": "end-user",
"sender_type": "customer",
"channel": "voice",
"public": true,
"recording_type": "voicemail",
"text": "Voicemail from +1 (705) 221-3954\nCall Details:\n\nCall from: +1 (705) 221-3954\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 17:54:04 UTC\nLocation: Timmins, ON, Canada\nAnswered by: Unknown\nLength of phone call: 1 minute, 35 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA23defe1383a90b59c5decdb5741f8815/twilio/voicemail/recording"
}
]
}
conversation_raw_json
{
"conversations": [
{
"id": 57893087815833,
"type": "Comment",
"author_id": 34818873586969,
"body": "Hello,\n\nThank you for contacting us regarding this matter. We apologize for any inconvenience this situation may have caused and appreciate your patience as we work towards a resolution.\n\nTo enable a more thorough investigation and to improve our system, would you please provide a short video demonstrating the error you encountered?\n\nTo proceed with the replacement process, please supply your shipping address in the following format:\n\nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n\nWe appreciate your understanding and cooperation, and please be assured of our commitment to supporting you throughout this process.\n\nBest regards,\n\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you for contacting us regarding this matter. We apologize for any inconvenience this situation may have caused and appreciate your patience as we work towards a resolution.<br><br>To enable a more thorough investigation and to improve our system, would you please provide a short video demonstrating the error you encountered?<br> <br>To proceed with the replacement process, please supply your shipping address in the following format:<br> <br>Full Name:<br>Street Address:<br>City:<br>State:<br>Country:<br>Zipcode:<br>Contact Number:<br> <br>We appreciate your understanding and cooperation, and please be assured of our commitment to supporting you throughout this process.<br> <br>Best regards,<br> <br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nThank you for contacting us regarding this matter. We apologize for any inconvenience this situation may have caused and appreciate your patience as we work towards a resolution.\n\nTo enable a more thorough investigation and to improve our system, would you please provide a short video demonstrating the error you encountered?\n \nTo proceed with the replacement process, please supply your shipping address in the following format:\n \nFull Name:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact Number:\n \nWe appreciate your understanding and cooperation, and please be assured of our commitment to supporting you throughout this process.\n \nBest regards,\n \nMomcozy Customer Support Team",
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"address": "horses-sylviane14@hotmail.com",
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"created_at": "2026-05-13T21:51:04Z",
"metadata": {
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"client": "Agent-Graph/latest TicketsMutationService/updateTicket JavaStarter/4.67.0",
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"location": "Naga, 05, Philippines",
"latitude": 13.6166,
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{
"id": 57893066781593,
"type": "Comment",
"author_id": 34818873586969,
"body": "Customer Communications: OB | horses-sylviane14@hotmail.com\n\nIssue Details: no alert in VOX mode | Item specification | how to use\n\nResolution Offered: BTS for VOX mode | split screen information | sleep mode instruction | sent email for warranty\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: OB | horses-sylviane14@hotmail.com<br> <br>Issue Details: no alert in VOX mode | Item specification | how to use<br> <br>Resolution Offered: BTS for VOX mode | split screen information | sleep mode instruction | sent email for warranty<br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: OB | horses-sylviane14@hotmail.com\n \nIssue Details: no alert in VOX mode | Item specification | how to use\n \nResolution Offered: BTS for VOX mode | split screen information | sleep mode instruction | sent email for warranty\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A",
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"created_at": "2026-05-13T21:50:00Z",
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"type": "Comment",
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"body": "#### **Call summary:**\n\n\n- Customer (from Canada) has multiple issues with a Momcozy Wi-Fi baby monitor gifted to her, primarily that:\n- The monitor only connects to one phone device at a time despite claims of multiple device support.\n- The sound alert (VOX mode) does not pick up or alert when the baby or toddlers cry, even at maximum sensitivity.\n- The split-screen mode shows video from two cameras but only allows sound from the selected camera with the blue highlight, limiting simultaneous audio monitoring.\n- When the screen is turned off (to save power), no sounds or alerts are heard, and customer is unsure how to keep sound alerts active while screen is off.\n- Agent confirmed the monitor has a sleep mode (screen off but alert active) that can be set manually or via an automatic timer under \"power saving\" settings.\n- Agent explained that only one camera’s audio is heard when in split-screen mode; outside split mode, the monitor switches to the camera where sound is detected automatically.\n- For multi-device access, the original device connected (the husband’s phone) must add the second phone’s email to share monitor access.\n- Since the VOX mode is not working properly despite troubleshooting, the agent advised contacting the gift giver to obtain purchase details and order number.\n- Momcozy offers a 1-year warranty and can process a replacement if proof of purchase and a short video demonstrating the issue are submitted.\n- Customer to email support@momcozy.com with order number, video evidence, and full mailing info upon contacting the gift giver.\n- Agent will send detailed instructions via email and provide a ticket number for reference.\n- Customer expressed disappointment with a $400 monitor not performing as expected but agreed to try the sleep mode and split-screen audio recommendations before proceeding with replacement.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer (from Canada) has multiple issues with a Momcozy Wi-Fi baby monitor gifted to her, primarily that:</li><li>The monitor only connects to one phone device at a time despite claims of multiple device support.</li><li>The sound alert (VOX mode) does not pick up or alert when the baby or toddlers cry, even at maximum sensitivity.</li><li>The split-screen mode shows video from two cameras but only allows sound from the selected camera with the blue highlight, limiting simultaneous audio monitoring.</li><li>When the screen is turned off (to save power), no sounds or alerts are heard, and customer is unsure how to keep sound alerts active while screen is off.</li><li>Agent confirmed the monitor has a sleep mode (screen off but alert active) that can be set manually or via an automatic timer under \"power saving\" settings.</li><li>Agent explained that only one camera’s audio is heard when in split-screen mode; outside split mode, the monitor switches to the camera where sound is detected automatically.</li><li>For multi-device access, the original device connected (the husband’s phone) must add the second phone’s email to share monitor access.</li><li>Since the VOX mode is not working properly despite troubleshooting, the agent advised contacting the gift giver to obtain purchase details and order number.</li><li>Momcozy offers a 1-year warranty and can process a replacement if proof of purchase and a short video demonstrating the issue are submitted.</li><li>Customer to email support@momcozy.com with order number, video evidence, and full mailing info upon contacting the gift giver.</li><li>Agent will send detailed instructions via email and provide a ticket number for reference.</li><li>Customer expressed disappointment with a $400 monitor not performing as expected but agreed to try the sleep mode and split-screen audio recommendations before proceeding with replacement.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer (from Canada) has multiple issues with a Momcozy Wi-Fi baby monitor gifted to her, primarily that: The monitor only connects to one phone device at a time despite claims of multiple device support. The sound alert (VOX mode) does not pick up or alert when the baby or toddlers cry, even at maximum sensitivity. The split-screen mode shows video from two cameras but only allows sound from the selected camera with the blue highlight, limiting simultaneous audio monitoring. When the screen is turned off (to save power), no sounds or alerts are heard, and customer is unsure how to keep sound alerts active while screen is off. Agent confirmed the monitor has a sleep mode (screen off but alert active) that can be set manually or via an automatic timer under \"power saving\" settings. Agent explained that only one camera’s audio is heard when in split-screen mode; outside split mode, the monitor switches to the camera where sound is detected automatically. For multi-device access, the original device connected (the husband’s phone) must add the second phone’s email to share monitor access. Since the VOX mode is not working properly despite troubleshooting, the agent advised contacting the gift giver to obtain purchase details and order number. Momcozy offers a 1-year warranty and can process a replacement if proof of purchase and a short video demonstrating the issue are submitted. Customer to email support@momcozy.com with order number, video evidence, and full mailing info upon contacting the gift giver. Agent will send detailed instructions via email and provide a ticket number for reference. Customer expressed disappointment with a $400 monitor not performing as expected but agreed to try the sleep mode and split-screen audio recommendations before proceeding with replacement. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"created_at": "2026-05-13T21:49:17Z",
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"body": "#### **Call transcript:**\n\n\n**00:00** **Agent** Hello? Hello? Hello. Good good afternoon. This is Matt from momcozy returning your call.\n**00:07** **Agent** You leave a voice mail to us regarding a baby monitor? Yeah. Mhmm. You said you have a multiple issue with the baby monitor, ma'am. Could you please tell me what is the issue?\n**00:21** **Customer** So I looked I looked online. Like, I tried we tried to figure it out on our own, but it's just been, like, multiple things. So first of all, what did I mention on the oh, yeah. We can't so, like, you're you're it's a it's a Wi Fi 1, so you're you're supposed to be able to download it, like, on your phone. It works on my my husband's phone, but he can't connect it to my phone.\n**00:43** **Customer** Like, so it's only, like, 1 device, which is supposed to be multiple devices. Mhmm. We've tried a couple times, didn't work. Then there's from what from the from what I've searched up, you're supposed to be able to. So, like, we have 2 cameras because, like, we have, like, toddlers and then a newborn.\n**01:05** **Customer** So, like, they're in 2 different rooms. I can see that like like, we're able to see them, but it doesn't pick up the noise. So I can never like, we don't hear anything. No. I see.\n**01:16** **Customer** We don't hear anything. So, like, you're like, from what I've searched up, like, if you leave it on the the split screen, you should like, the camera should pick up whatever room it's coming from, and then, like, it should it should, like, start making noise. Like, it should pick up, like, you know, and then, like, kinda wake us up, the parents. Hi. Hi.\n**01:40** **Customer** Then so we have the camera issue that Also, apparently, there like, you're supposed to be able to, like, close the screen because, like, I don't want the screen to stay on all night. I don't need it to stay on all night. So you're supposed to be able to close it, but still here, like, whenever whenever it picks up picks up this point of noise. But, like, we're not able to. It it doesn't work.\n**02:06** **Customer** So as soon as I close as soon as like, if the screen is shut off, if the baby's crying, I won't, like, I won't hear anything at all. So, like, I'm like, our room is beside the baby's room, so, thankfully, I'm able to like, it'll wake me up, and I'm not a heavy sleeper. But, yeah, it doesn't it doesn't work on the monitor at all. Like, we we played with the we played with the VOX mode and the it's VOX mode and the something level, like, the sound level or whatever. And, like, we we tried multiple things.\n**02:42** **Customer** What's that?\n**02:45** **Agent** You already put the sensitivity, ma'am, in a maximum for the Voxmo?\n**02:50** **Customer** Yeah. Yeah. So we went on the Voxmo because I, like, I went on Google, like, multiple times to try to try and research, like, what to do if this happens, what to do if this happens. And, yeah, we tried to put it at the most sensitive, and still if if, like and, I mean, he's, like sometimes he'll, like, scream kinda thing, like, in the middle of the night when he's hungry. And, like, he could he could be, like, screaming, and it won't, like, it won't turn on the the monitor.\n**03:13** **Agent** Okay. I understand, For a 400 for a\n**03:16** **Customer** $400 monitor, I'm kinda disappointed. But, yeah, that's the thing. Like, I'm not sure. Like, it was a gift to us, so I'm not sure if there is anything, like like, are we able to exchange it, return it? Like, I don't know.\n**03:29** **Customer** Like, that's why. I just I was calling to see, like, what our options were.\n**03:33** **Agent** Okay, ma'am. Totally understand, ma'am. And first, ma'am, I am really sorry for the inconvenience that you are encountering. Since you already put the since you already put, ma'am, the the maximum level of the Vox mode, ma'am, for the sensitivity, and still doesn't give you an alert, ma'am. Something is happening with your baby monitor, ma'am.\n**03:55** **Agent** Like, there is an issue with it. So Okay. For that 1, ma'am, we will gonna ask if you are able to contact the gift giver, ma'am.\n**04:07** **Customer** If we're able to contact who? Sorry.\n**04:09** **Agent** The gift giver. The 1 that give you the baby monitor.\n**04:14** **Customer** Okay. Yeah.\n**04:16** **Agent** Yes, ma'am. Okay. So, ma'am. We can provide you the warranty. You are from United States, ma'am, or do you know where did the gift giver purchase it?\n**04:26** **Customer** We're actually from Canada, but I looked online earlier and I didn't see a number for, like, for Canada. So I just called the number that was, like, on the momcozy site.\n**04:34** **Agent** Mhmm.\n**04:34** **Customer** Or, like, we're, yeah, we're from Can like, we're all from Canada, even the gift giver as well.\n**04:39** **Agent** Okay. And do you know, ma'am, where did she purchase it? Like, is it from Amazon, our official store, Target,\n**04:48** **Customer** Amazon? I wanna say it's from the official store, but I could find out I could find out and let you like, and not let you know, but or maybe I can let you know through email. I'm not sure. Or, like, contact and, like, let you guys know, but I'm pretty sure it's from the from the the store itself.\n**05:05** **Agent** Okay. I understand, ma'am. In that case, ma'am, no worries. We have a 1 year warranty for this. We will be asking you, ma'am, to email us and provide some information to to so we can process, ma'am, the replacement.\n**05:18** **Agent** Okay? But first, ma'am, I will just gonna answer some of your questions. For the 1 that you are not able to to have an access, ma'am, with the baby monitor. Since your husband is the 1 who connected it first, he need to confirm, ma'am, your email address before you can have an access, ma'am, for the baby monitor. Or she can he can add the email address that you use, ma'am, so you will be connected to the baby monitor.\n**05:51** **Agent** Okay? And for the other questions, ma'am, for the split mode for the split mode, ma'am, if there is 2 screen right, ma'am, in the split mode, and there is, like, an option which camera that you you can see.\n**06:09** **Customer** Yeah. There'll be, like, a blue there'll be a blue square around the 1 we select.\n**06:13** **Agent** Yes, ma'am. Mhmm. So in the blue square, ma'am, that you select, that is the only 1 that you can hear a sound, ma'am. Unfortunately, it's not saying when you when you go to the split mode, ma'am, you are not able to hear both of the sides, ma'am. Just 1, whereas the blue side, ma'am, is attached, ma'am.\n**06:37** **Agent** It's it's from camera 1 or camera 2.\n**06:41** **Customer** Wow. So you're telling me this is a monitor. You can connect up to 4 cameras, but you can only listen sounds from 1?\n**06:48** **Agent** Yes, ma'am. So if you remove the split screen, ma'am, once in here, this the cam the the camera hear a sound, ma'am. It will automatically go to the camera that has an alert, ma'am. But when you try to split it split the mood, ma'am, you can only hear in the blue box, ma'am.\n**07:11** **Customer** Okay. So I'm better off to not put it in split screen. I'm better off to leave it just normal, just like I pick 1 of the cameras. Like, right now, we only have 2. But if I were to have 4, I would just leave it on whichever, let's say, the baby's camera.\n**07:25** **Customer** And during the night, if my toddlers downstairs wake up and they start screaming, it should pick up their like, their camera should should replace the other screen?\n**07:34** **Agent** Yes, ma'am. That is correct. And for the other 1, ma'am, for sorry. Just give me a minute, ma'am.\n**07:45** **Customer** Yeah. Yeah. No problem.\n**08:08** **Agent** Sorry, ma'am. What is the last questions that you have, ma'am?\n**08:13** **Customer** No. The other 1 was just so it was for the connect yeah. Well, he tried he tried with the email address for the for connecting with cameras, and it didn't work. I mean, we could try it a third time, but he's like, I mean, he did it on his phone and he tried doing the same thing on like, with mine and it didn't work. But, yeah, there was that.\n**08:30** **Customer** There was the split screen for not hearing, but you just confirm that by leaving it on the main on the main screen, and then it it should pick up. It it didn't. It never did for us. So, again, I'll try it again tonight and see. I'm curious to try it out now.\n**08:45** **Customer** Because when I when I googled it, it said that even if you did the split screen, but you like, you'd like, you just don't select 1 of the cameras, you leave it in split, that it would Uh-huh. Like, the camera would where the where the noise was coming from, that's where the camera like, the the screen would would pick up. So I just I always left it in split screen, but I'll I'll try tonight and see. I'm I'm curious to to see. And then the box and then the the set like, the the the noise, like, wasn't able to hear anything.\n**09:13** **Customer** So question for you though, since I have you on the line. So if I shut off because, like, I with my old monitor, I would just shut off the screen. Mhmm. Is there a way that I can still, like because this 1, every time I shut it off, like, it goes, like, not blank, but, like, I don't it goes quiet. I don't hear anything.\n**09:30** **Customer** Is there a way that you can still hear by shut but shutting off your screen? That way you save, like, the power and everything?\n**09:37** **Agent** Yes, ma'am. Yes, ma'am. Actually, we have an option with that, ma'am, like this the sleep mode. So the sleep mode, ma'am, is just the screen is off, but the monitor is on.\n**09:50** **Customer** So And how do you how do you put that on? I'm actually I'm gonna I'm I'm gonna turn I'm gonna turn it on, and I'm gonna try to follow what you say just to to see. I'm in my room right now, so I'll try to give me 2 seconds. Okay. I'm listening.\n**10:11** **Customer** So go ahead. Let me know how you do it.\n**10:14** **Agent** Okay, ma'am. Just give me a minute, ma'am. I will just gonna pull out, um, our instruction. Okay?\n**10:19** **Customer** Okay. Okay. No problem. Sorry. I I looked it up online, and I didn't find anything at all.\n**10:23** **Customer** So, like, I tried whatever I whatever I thought I could I could try, and it never worked. But maybe you'll have the solution.\n**11:55** **Agent** Okay, ma'am. Thank you very much for patiently waiting, ma'am. So for the baby monitor, ma'am, you can either turn, uh, turn the screen off man ma'am, manually. Uh, it will also, like, uh, it will be still give you an alert, ma'am, or set set an automatic timer, ma'am, through your e ECO mode setting, ma'am. So to get that 1, ma'am, for manual manuals for automatically sleep mode, ma'am, just go to your menu, and then just and then navigate, ma'am, the e c o or e as In echo, CAsIn Charlie, o as in Oscar, setting.\n**12:43** **Customer** Mhmm. Which is under do you know under what do you know under what icon that would be? Because I don't I don't see we don't have that here. Have under box under box setting, I have power saving or under there's, like, 4 little cubes.\n**13:00** **Agent** Have The power save the power saving, ma'am.\n**13:05** **Customer** Because otherwise, I have screen off. I also have screen off. And then if I do if I go under screen off, I have the option of, like, 1 minute, 3 minute, 5 minutes, or always on.\n**13:14** **Agent** 1. 1, ma'am.\n**13:17** **Customer** Okay?\n**13:18** **Agent** Okay. So you can just\n**13:20** **Customer** If I\n**13:20** **Agent** go ma'am mhmm.\n**13:23** **Customer** Okay. So if I go 1 minute, then after 1 minute, the screen is gonna shut off, but I'm still gonna be I'm gonna still gonna be able to hear. And if during the night, if if, let's say, the baby starts crying, would that automatically open the like, turn on turn on the the monitor?\n**13:43** **Agent** Yes, ma'am.\n**13:46** **Customer** Okay.\n**13:48** **Agent** Mhmm.\n**13:49** **Customer** Okay. Well, I'm gonna give I'm gonna give that a try. So in the meantime, you're saying I have to contact the gift giver?\n**13:57** **Agent** Oh, yes, ma'am. Yes, ma'am. So for that 1, ma'am, you will be sending us an email to support@ma'amcozy.com. Just kindly provide the order number. You just need to ask it through the gift giver.\n**14:10** **Agent** And then, ma'am, a short video if you have showing that the Vox mode, it's not working, like the alert. And then, ma'am, your mailing information, that is your full name, mailing address, and contact number, ma'am. So once we verify the the the order number, ma'am, that you're still in the warranty, then check the video for more investigation, ma'am. We could proceed for the shipment, ma'am, of your replacement since we have 1 year warranty for the baby monitor. I will be giving you a ticket numb I will be giving you a ticket number as well, ma'am, so you don't need to repeat yourself in the email.\n**14:48** **Agent** Just put this in the subject line, and they will know that we you already have an inquiry to us, ma'am. And we already did some troubleshooting.\n**14:57** **Customer** Okay. And what if like, I'm just curious. I can try to do it during the day, but, like because, obviously, like, it it works. I use my monitor, like, during the night. Well, yeah, for now, like, the the baby's still 2 months.\n**15:10** **Customer** So, I mean, I don't use my monitor during the day, but it's mostly during the night. So, like, I'm just curious of, like, how do you expect me to take a video? I can try to do it during the day. Like, I can I can go in the room and cry, and my husband can take a video if that works? But\n**15:24** **Agent** Yes, ma'am. That's worked, ma'am. At least 5 to 10 seconds, ma'am, that is good enough, or you can just clap on the actual camera.\n**15:33** **Customer** Okay. Okay. So you said support. Like, are you are you by by any chance able to send me send me an email with, like, all the information that you just told me, like, what I need to what I need to to provide?\n**15:45** **Agent** Yes, ma'am. Could you please tell me your email address?\n**15:48** **Customer** Yeah. So it's horses, h o r s e s Mhmm. Hyphen\n**15:57** **Agent** Mhmm.\n**15:59** **Customer** Sylvian,syl,vasinVictor,ia,nasinNicole,e14@Hotmail.com.\n**16:17** **Agent** Okay, ma'am. So that is hasinhotel,oasinOscar,rasinRomeo,sasinSam,easinelephant,sasinSam,hyphen,sasinSam,yasinyellow,lasinLima,vasinVictor,iasinigloo,aasinalpha,nasinNancy,easinelephant,14@gmail sorry, at Hotmail dot com.\n**16:41** **Customer** That's correct.\n**16:42** **Agent** Okay, ma'am. So I will just gonna send you, ma'am, all the information that I needed, and just kindly provide the order number, ma'am, and the short video that is included in the email and as well as the shipping information. That is your full name, mailing address, and contact number, ma'am. So I will just gonna give you a proper expectation, ma'am. Once you provided to me all this information and double check, ma'am, that you're still in the warranty, I will be proceeding for the replacement, and then, ma'am, send you a confirmation email regarding with it, ma'am.\n**17:14** **Agent** So you have a reference that I already processed the replacement. Okay?\n**17:18** **Customer** Okay. So am I sending am I sending the email to you, or am I sending the email to you said support@momcozy.com?\n**17:25** **Agent** Oh, no need, ma'am. I will just gonna send you an email, and then you just need the response on that email, ma'am.\n**17:31** **Customer** Okay. Okay. Perfect. Sounds good. Okay.\n**17:34** **Customer** For the for the gift giver, do I need you so you said the order number? Do I do I need, like, a would it would it be easier, like, with a copy of the receipt?\n**17:43** **Agent** Yes, ma'am. That would be great, ma'am.\n**17:45** **Customer** Okay. K. Sounds good. I'll try I'll try my best to get ahold of her before the end of the week, and then I'll I'll reply to you as soon as I have all the information then gathered. Okay,\n**17:56** **Agent** ma'am. Thank you, ma'am, for your time. Have a good day. Bye bye.\n**17:59** **Customer** Thanks. You too. Bye.\n**18:01** **Agent** Mhmm. Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Hello? Hello. Good good afternoon. This is Matt from momcozy returning your call.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You leave a voice mail to us regarding a baby monitor? Yeah. Mhmm. You said you have a multiple issue with the baby monitor, ma'am. Could you please tell me what is the issue?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So I looked I looked online. Like, I tried we tried to figure it out on our own, but it's just been, like, multiple things. So first of all, what did I mention on the oh, yeah. We can't so, like, you're you're it's a it's a Wi Fi 1, so you're you're supposed to be able to download it, like, on your phone. It works on my my husband's phone, but he can't connect it to my phone.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, so it's only, like, 1 device, which is supposed to be multiple devices. Mhmm. We've tried a couple times, didn't work. Then there's from what from the from what I've searched up, you're supposed to be able to. So, like, we have 2 cameras because, like, we have, like, toddlers and then a newborn.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, like, they're in 2 different rooms. I can see that like like, we're able to see them, but it doesn't pick up the noise. So I can never like, we don't hear anything. No. I see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We don't hear anything. So, like, you're like, from what I've searched up, like, if you leave it on the the split screen, you should like, the camera should pick up whatever room it's coming from, and then, like, it should it should, like, start making noise. Like, it should pick up, like, you know, and then, like, kinda wake us up, the parents. Hi. Hi.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Then so we have the camera issue that Also, apparently, there like, you're supposed to be able to, like, close the screen because, like, I don't want the screen to stay on all night. I don't need it to stay on all night. So you're supposed to be able to close it, but still here, like, whenever whenever it picks up picks up this point of noise. But, like, we're not able to. It it doesn't work.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So as soon as I close as soon as like, if the screen is shut off, if the baby's crying, I won't, like, I won't hear anything at all. So, like, I'm like, our room is beside the baby's room, so, thankfully, I'm able to like, it'll wake me up, and I'm not a heavy sleeper. But, yeah, it doesn't it doesn't work on the monitor at all. Like, we we played with the we played with the VOX mode and the it's VOX mode and the something level, like, the sound level or whatever. And, like, we we tried multiple things.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What's that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You already put the sensitivity, ma'am, in a maximum for the Voxmo?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yeah. So we went on the Voxmo because I, like, I went on Google, like, multiple times to try to try and research, like, what to do if this happens, what to do if this happens. And, yeah, we tried to put it at the most sensitive, and still if if, like and, I mean, he's, like sometimes he'll, like, scream kinda thing, like, in the middle of the night when he's hungry. And, like, he could he could be, like, screaming, and it won't, like, it won't turn on the the monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I understand, For a 400 for a</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">$400 monitor, I'm kinda disappointed. But, yeah, that's the thing. Like, I'm not sure. Like, it was a gift to us, so I'm not sure if there is anything, like like, are we able to exchange it, return it? Like, I don't know.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, that's why. I just I was calling to see, like, what our options were.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Totally understand, ma'am. And first, ma'am, I am really sorry for the inconvenience that you are encountering. Since you already put the since you already put, ma'am, the the maximum level of the Vox mode, ma'am, for the sensitivity, and still doesn't give you an alert, ma'am. Something is happening with your baby monitor, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, there is an issue with it. So Okay. For that 1, ma'am, we will gonna ask if you are able to contact the gift giver, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If we're able to contact who? Sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The gift giver. The 1 that give you the baby monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Okay. So, ma'am. We can provide you the warranty. You are from United States, ma'am, or do you know where did the gift giver purchase it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We're actually from Canada, but I looked online earlier and I didn't see a number for, like, for Canada. So I just called the number that was, like, on the momcozy site.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Or, like, we're, yeah, we're from Can like, we're all from Canada, even the gift giver as well.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And do you know, ma'am, where did she purchase it? Like, is it from Amazon, our official store, Target,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Amazon? I wanna say it's from the official store, but I could find out I could find out and let you like, and not let you know, but or maybe I can let you know through email. I'm not sure. Or, like, contact and, like, let you guys know, but I'm pretty sure it's from the from the the store itself.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I understand, ma'am. In that case, ma'am, no worries. We have a 1 year warranty for this. We will be asking you, ma'am, to email us and provide some information to to so we can process, ma'am, the replacement.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? But first, ma'am, I will just gonna answer some of your questions. For the 1 that you are not able to to have an access, ma'am, with the baby monitor. Since your husband is the 1 who connected it first, he need to confirm, ma'am, your email address before you can have an access, ma'am, for the baby monitor. Or she can he can add the email address that you use, ma'am, so you will be connected to the baby monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:51</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? And for the other questions, ma'am, for the split mode for the split mode, ma'am, if there is 2 screen right, ma'am, in the split mode, and there is, like, an option which camera that you you can see.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. There'll be, like, a blue there'll be a blue square around the 1 we select.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Mhmm. So in the blue square, ma'am, that you select, that is the only 1 that you can hear a sound, ma'am. Unfortunately, it's not saying when you when you go to the split mode, ma'am, you are not able to hear both of the sides, ma'am. Just 1, whereas the blue side, ma'am, is attached, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's it's from camera 1 or camera 2.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Wow. So you're telling me this is a monitor. You can connect up to 4 cameras, but you can only listen sounds from 1?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. So if you remove the split screen, ma'am, once in here, this the cam the the camera hear a sound, ma'am. It will automatically go to the camera that has an alert, ma'am. But when you try to split it split the mood, ma'am, you can only hear in the blue box, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So I'm better off to not put it in split screen. I'm better off to leave it just normal, just like I pick 1 of the cameras. Like, right now, we only have 2. But if I were to have 4, I would just leave it on whichever, let's say, the baby's camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And during the night, if my toddlers downstairs wake up and they start screaming, it should pick up their like, their camera should should replace the other screen?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. That is correct. And for the other 1, ma'am, for sorry. Just give me a minute, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Yeah. No problem.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry, ma'am. What is the last questions that you have, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. The other 1 was just so it was for the connect yeah. Well, he tried he tried with the email address for the for connecting with cameras, and it didn't work. I mean, we could try it a third time, but he's like, I mean, he did it on his phone and he tried doing the same thing on like, with mine and it didn't work. But, yeah, there was that.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">There was the split screen for not hearing, but you just confirm that by leaving it on the main on the main screen, and then it it should pick up. It it didn't. It never did for us. So, again, I'll try it again tonight and see. I'm curious to try it out now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Because when I when I googled it, it said that even if you did the split screen, but you like, you'd like, you just don't select 1 of the cameras, you leave it in split, that it would Uh-huh. Like, the camera would where the where the noise was coming from, that's where the camera like, the the screen would would pick up. So I just I always left it in split screen, but I'll I'll try tonight and see. I'm I'm curious to to see. And then the box and then the the set like, the the the noise, like, wasn't able to hear anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So question for you though, since I have you on the line. So if I shut off because, like, I with my old monitor, I would just shut off the screen. Mhmm. Is there a way that I can still, like because this 1, every time I shut it off, like, it goes, like, not blank, but, like, I don't it goes quiet. I don't hear anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Is there a way that you can still hear by shut but shutting off your screen? That way you save, like, the power and everything?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Yes, ma'am. Actually, we have an option with that, ma'am, like this the sleep mode. So the sleep mode, ma'am, is just the screen is off, but the monitor is on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:50</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So And how do you how do you put that on? I'm actually I'm gonna I'm I'm gonna turn I'm gonna turn it on, and I'm gonna try to follow what you say just to to see. I'm in my room right now, so I'll try to give me 2 seconds. Okay. I'm listening.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So go ahead. Let me know how you do it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Just give me a minute, ma'am. I will just gonna pull out, um, our instruction. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay. No problem. Sorry. I I looked it up online, and I didn't find anything at all.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, like, I tried whatever I whatever I thought I could I could try, and it never worked. But maybe you'll have the solution.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:55</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. Thank you very much for patiently waiting, ma'am. So for the baby monitor, ma'am, you can either turn, uh, turn the screen off man ma'am, manually. Uh, it will also, like, uh, it will be still give you an alert, ma'am, or set set an automatic timer, ma'am, through your e ECO mode setting, ma'am. So to get that 1, ma'am, for manual manuals for automatically sleep mode, ma'am, just go to your menu, and then just and then navigate, ma'am, the e c o or e as In echo, CAsIn Charlie, o as in Oscar, setting.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Which is under do you know under what do you know under what icon that would be? Because I don't I don't see we don't have that here. Have under box under box setting, I have power saving or under there's, like, 4 little cubes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Have The power save the power saving, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Because otherwise, I have screen off. I also have screen off. And then if I do if I go under screen off, I have the option of, like, 1 minute, 3 minute, 5 minutes, or always on.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1. 1, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So you can just</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If I</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">go ma'am mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So if I go 1 minute, then after 1 minute, the screen is gonna shut off, but I'm still gonna be I'm gonna still gonna be able to hear. And if during the night, if if, let's say, the baby starts crying, would that automatically open the like, turn on turn on the the monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Well, I'm gonna give I'm gonna give that a try. So in the meantime, you're saying I have to contact the gift giver?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, yes, ma'am. Yes, ma'am. So for that 1, ma'am, you will be sending us an email to support@ma'amcozy.com. Just kindly provide the order number. You just need to ask it through the gift giver.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then, ma'am, a short video if you have showing that the Vox mode, it's not working, like the alert. And then, ma'am, your mailing information, that is your full name, mailing address, and contact number, ma'am. So once we verify the the the order number, ma'am, that you're still in the warranty, then check the video for more investigation, ma'am. We could proceed for the shipment, ma'am, of your replacement since we have 1 year warranty for the baby monitor. I will be giving you a ticket numb I will be giving you a ticket number as well, ma'am, so you don't need to repeat yourself in the email.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Just put this in the subject line, and they will know that we you already have an inquiry to us, ma'am. And we already did some troubleshooting.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And what if like, I'm just curious. I can try to do it during the day, but, like because, obviously, like, it it works. I use my monitor, like, during the night. Well, yeah, for now, like, the the baby's still 2 months.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So, I mean, I don't use my monitor during the day, but it's mostly during the night. So, like, I'm just curious of, like, how do you expect me to take a video? I can try to do it during the day. Like, I can I can go in the room and cry, and my husband can take a video if that works? But</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. That's worked, ma'am. At least 5 to 10 seconds, ma'am, that is good enough, or you can just clap on the actual camera.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay. So you said support. Like, are you are you by by any chance able to send me send me an email with, like, all the information that you just told me, like, what I need to what I need to to provide?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. Could you please tell me your email address?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. So it's horses, h o r s e s Mhmm. Hyphen</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:57</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sylvian,syl,vasinVictor,ia,nasinNicole,e14@Hotmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So that is hasinhotel,oasinOscar,rasinRomeo,sasinSam,easinelephant,sasinSam,hyphen,sasinSam,yasinyellow,lasinLima,vasinVictor,iasinigloo,aasinalpha,nasinNancy,easinelephant,14@gmail sorry, at Hotmail dot com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's correct.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>16:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am. So I will just gonna send you, ma'am, all the information that I needed, and just kindly provide the order number, ma'am, and the short video that is included in the email and as well as the shipping information. That is your full name, mailing address, and contact number, ma'am. So I will just gonna give you a proper expectation, ma'am. Once you provided to me all this information and double check, ma'am, that you're still in the warranty, I will be proceeding for the replacement, and then, ma'am, send you a confirmation email regarding with it, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So you have a reference that I already processed the replacement. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So am I sending am I sending the email to you, or am I sending the email to you said support@momcozy.com?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, no need, ma'am. I will just gonna send you an email, and then you just need the response on that email, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay. Perfect. Sounds good. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">For the for the gift giver, do I need you so you said the order number? Do I do I need, like, a would it would it be easier, like, with a copy of the receipt?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, ma'am. That would be great, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. K. Sounds good. I'll try I'll try my best to get ahold of her before the end of the week, and then I'll I'll reply to you as soon as I have all the information then gathered. Okay,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:56</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. Thank you, ma'am, for your time. Have a good day. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>17:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thanks. You too. Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>18:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm. Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:00AgentHello? Hello? Hello. Good good afternoon. This is Matt from momcozy returning your call.00:07AgentYou leave a voice mail to us regarding a baby monitor? Yeah. Mhmm. You said you have a multiple issue with the baby monitor, ma'am. Could you please tell me what is the issue?00:21CustomerSo I looked I looked online. Like, I tried we tried to figure it out on our own, but it's just been, like, multiple things. So first of all, what did I mention on the oh, yeah. We can't so, like, you're you're it's a it's a Wi Fi 1, so you're you're supposed to be able to download it, like, on your phone. It works on my my husband's phone, but he can't connect it to my phone.00:43CustomerLike, so it's only, like, 1 device, which is supposed to be multiple devices. Mhmm. We've tried a couple times, didn't work. Then there's from what from the from what I've searched up, you're supposed to be able to. So, like, we have 2 cameras because, like, we have, like, toddlers and then a newborn.01:05CustomerSo, like, they're in 2 different rooms. I can see that like like, we're able to see them, but it doesn't pick up the noise. So I can never like, we don't hear anything. No. I see.01:16CustomerWe don't hear anything. So, like, you're like, from what I've searched up, like, if you leave it on the the split screen, you should like, the camera should pick up whatever room it's coming from, and then, like, it should it should, like, start making noise. Like, it should pick up, like, you know, and then, like, kinda wake us up, the parents. Hi. Hi.01:40CustomerThen so we have the camera issue that Also, apparently, there like, you're supposed to be able to, like, close the screen because, like, I don't want the screen to stay on all night. I don't need it to stay on all night. So you're supposed to be able to close it, but still here, like, whenever whenever it picks up picks up this point of noise. But, like, we're not able to. It it doesn't work.02:06CustomerSo as soon as I close as soon as like, if the screen is shut off, if the baby's crying, I won't, like, I won't hear anything at all. So, like, I'm like, our room is beside the baby's room, so, thankfully, I'm able to like, it'll wake me up, and I'm not a heavy sleeper. But, yeah, it doesn't it doesn't work on the monitor at all. Like, we we played with the we played with the VOX mode and the it's VOX mode and the something level, like, the sound level or whatever. And, like, we we tried multiple things.02:42CustomerWhat's that?02:45AgentYou already put the sensitivity, ma'am, in a maximum for the Voxmo?02:50CustomerYeah. Yeah. So we went on the Voxmo because I, like, I went on Google, like, multiple times to try to try and research, like, what to do if this happens, what to do if this happens. And, yeah, we tried to put it at the most sensitive, and still if if, like and, I mean, he's, like sometimes he'll, like, scream kinda thing, like, in the middle of the night when he's hungry. And, like, he could he could be, like, screaming, and it won't, like, it won't turn on the the monitor.03:13AgentOkay. I understand, For a 400 for a03:16Customer$400 monitor, I'm kinda disappointed. But, yeah, that's the thing. Like, I'm not sure. Like, it was a gift to us, so I'm not sure if there is anything, like like, are we able to exchange it, return it? Like, I don't know.03:29CustomerLike, that's why. I just I was calling to see, like, what our options were.03:33AgentOkay, ma'am. Totally understand, ma'am. And first, ma'am, I am really sorry for the inconvenience that you are encountering. Since you already put the since you already put, ma'am, the the maximum level of the Vox mode, ma'am, for the sensitivity, and still doesn't give you an alert, ma'am. Something is happening with your baby monitor, ma'am.03:55AgentLike, there is an issue with it. So Okay. For that 1, ma'am, we will gonna ask if you are able to contact the gift giver, ma'am.04:07CustomerIf we're able to contact who? Sorry.04:09AgentThe gift giver. The 1 that give you the baby monitor.04:14CustomerOkay. Yeah.04:16AgentYes, ma'am. Okay. So, ma'am. We can provide you the warranty. You are from United States, ma'am, or do you know where did the gift giver purchase it?04:26CustomerWe're actually from Canada, but I looked online earlier and I didn't see a number for, like, for Canada. So I just called the number that was, like, on the momcozy site.04:34AgentMhmm.04:34CustomerOr, like, we're, yeah, we're from Can like, we're all from Canada, even the gift giver as well.04:39AgentOkay. And do you know, ma'am, where did she purchase it? Like, is it from Amazon, our official store, Target,04:48CustomerAmazon? I wanna say it's from the official store, but I could find out I could find out and let you like, and not let you know, but or maybe I can let you know through email. I'm not sure. Or, like, contact and, like, let you guys know, but I'm pretty sure it's from the from the the store itself.05:05AgentOkay. I understand, ma'am. In that case, ma'am, no worries. We have a 1 year warranty for this. We will be asking you, ma'am, to email us and provide some information to to so we can process, ma'am, the replacement.05:18AgentOkay? But first, ma'am, I will just gonna answer some of your questions. For the 1 that you are not able to to have an access, ma'am, with the baby monitor. Since your husband is the 1 who connected it first, he need to confirm, ma'am, your email address before you can have an access, ma'am, for the baby monitor. Or she can he can add the email address that you use, ma'am, so you will be connected to the baby monitor.05:51AgentOkay? And for the other questions, ma'am, for the split mode for the split mode, ma'am, if there is 2 screen right, ma'am, in the split mode, and there is, like, an option which camera that you you can see.06:09CustomerYeah. There'll be, like, a blue there'll be a blue square around the 1 we select.06:13AgentYes, ma'am. Mhmm. So in the blue square, ma'am, that you select, that is the only 1 that you can hear a sound, ma'am. Unfortunately, it's not saying when you when you go to the split mode, ma'am, you are not able to hear both of the sides, ma'am. Just 1, whereas the blue side, ma'am, is attached, ma'am.06:37AgentIt's it's from camera 1 or camera 2.06:41CustomerWow. So you're telling me this is a monitor. You can connect up to 4 cameras, but you can only listen sounds from 1?06:48AgentYes, ma'am. So if you remove the split screen, ma'am, once in here, this the cam the the camera hear a sound, ma'am. It will automatically go to the camera that has an alert, ma'am. But when you try to split it split the mood, ma'am, you can only hear in the blue box, ma'am.07:11CustomerOkay. So I'm better off to not put it in split screen. I'm better off to leave it just normal, just like I pick 1 of the cameras. Like, right now, we only have 2. But if I were to have 4, I would just leave it on whichever, let's say, the baby's camera.07:25CustomerAnd during the night, if my toddlers downstairs wake up and they start screaming, it should pick up their like, their camera should should replace the other screen?07:34AgentYes, ma'am. That is correct. And for the other 1, ma'am, for sorry. Just give me a minute, ma'am.07:45CustomerYeah. Yeah. No problem.08:08AgentSorry, ma'am. What is the last questions that you have, ma'am?08:13CustomerNo. The other 1 was just so it was for the connect yeah. Well, he tried he tried with the email address for the for connecting with cameras, and it didn't work. I mean, we could try it a third time, but he's like, I mean, he did it on his phone and he tried doing the same thing on like, with mine and it didn't work. But, yeah, there was that.08:30CustomerThere was the split screen for not hearing, but you just confirm that by leaving it on the main on the main screen, and then it it should pick up. It it didn't. It never did for us. So, again, I'll try it again tonight and see. I'm curious to try it out now.08:45CustomerBecause when I when I googled it, it said that even if you did the split screen, but you like, you'd like, you just don't select 1 of the cameras, you leave it in split, that it would Uh-huh. Like, the camera would where the where the noise was coming from, that's where the camera like, the the screen would would pick up. So I just I always left it in split screen, but I'll I'll try tonight and see. I'm I'm curious to to see. And then the box and then the the set like, the the the noise, like, wasn't able to hear anything.09:13CustomerSo question for you though, since I have you on the line. So if I shut off because, like, I with my old monitor, I would just shut off the screen. Mhmm. Is there a way that I can still, like because this 1, every time I shut it off, like, it goes, like, not blank, but, like, I don't it goes quiet. I don't hear anything.09:30CustomerIs there a way that you can still hear by shut but shutting off your screen? That way you save, like, the power and everything?09:37AgentYes, ma'am. Yes, ma'am. Actually, we have an option with that, ma'am, like this the sleep mode. So the sleep mode, ma'am, is just the screen is off, but the monitor is on.09:50CustomerSo And how do you how do you put that on? I'm actually I'm gonna I'm I'm gonna turn I'm gonna turn it on, and I'm gonna try to follow what you say just to to see. I'm in my room right now, so I'll try to give me 2 seconds. Okay. I'm listening.10:11CustomerSo go ahead. Let me know how you do it.10:14AgentOkay, ma'am. Just give me a minute, ma'am. I will just gonna pull out, um, our instruction. Okay?10:19CustomerOkay. Okay. No problem. Sorry. I I looked it up online, and I didn't find anything at all.10:23CustomerSo, like, I tried whatever I whatever I thought I could I could try, and it never worked. But maybe you'll have the solution.11:55AgentOkay, ma'am. Thank you very much for patiently waiting, ma'am. So for the baby monitor, ma'am, you can either turn, uh, turn the screen off man ma'am, manually. Uh, it will also, like, uh, it will be still give you an alert, ma'am, or set set an automatic timer, ma'am, through your e ECO mode setting, ma'am. So to get that 1, ma'am, for manual manuals for automatically sleep mode, ma'am, just go to your menu, and then just and then navigate, ma'am, the e c o or e as In echo, CAsIn Charlie, o as in Oscar, setting.12:43CustomerMhmm. Which is under do you know under what do you know under what icon that would be? Because I don't I don't see we don't have that here. Have under box under box setting, I have power saving or under there's, like, 4 little cubes.13:00AgentHave The power save the power saving, ma'am.13:05CustomerBecause otherwise, I have screen off. I also have screen off. And then if I do if I go under screen off, I have the option of, like, 1 minute, 3 minute, 5 minutes, or always on.13:14Agent1. 1, ma'am.13:17CustomerOkay?13:18AgentOkay. So you can just13:20CustomerIf I13:20Agentgo ma'am mhmm.13:23CustomerOkay. So if I go 1 minute, then after 1 minute, the screen is gonna shut off, but I'm still gonna be I'm gonna still gonna be able to hear. And if during the night, if if, let's say, the baby starts crying, would that automatically open the like, turn on turn on the the monitor?13:43AgentYes, ma'am.13:46CustomerOkay.13:48AgentMhmm.13:49CustomerOkay. Well, I'm gonna give I'm gonna give that a try. So in the meantime, you're saying I have to contact the gift giver?13:57AgentOh, yes, ma'am. Yes, ma'am. So for that 1, ma'am, you will be sending us an email to support@ma'amcozy.com. Just kindly provide the order number. You just need to ask it through the gift giver.14:10AgentAnd then, ma'am, a short video if you have showing that the Vox mode, it's not working, like the alert. And then, ma'am, your mailing information, that is your full name, mailing address, and contact number, ma'am. So once we verify the the the order number, ma'am, that you're still in the warranty, then check the video for more investigation, ma'am. We could proceed for the shipment, ma'am, of your replacement since we have 1 year warranty for the baby monitor. I will be giving you a ticket numb I will be giving you a ticket number as well, ma'am, so you don't need to repeat yourself in the email.14:48AgentJust put this in the subject line, and they will know that we you already have an inquiry to us, ma'am. And we already did some troubleshooting.14:57CustomerOkay. And what if like, I'm just curious. I can try to do it during the day, but, like because, obviously, like, it it works. I use my monitor, like, during the night. Well, yeah, for now, like, the the baby's still 2 months.15:10CustomerSo, I mean, I don't use my monitor during the day, but it's mostly during the night. So, like, I'm just curious of, like, how do you expect me to take a video? I can try to do it during the day. Like, I can I can go in the room and cry, and my husband can take a video if that works? But15:24AgentYes, ma'am. That's worked, ma'am. At least 5 to 10 seconds, ma'am, that is good enough, or you can just clap on the actual camera.15:33CustomerOkay. Okay. So you said support. Like, are you are you by by any chance able to send me send me an email with, like, all the information that you just told me, like, what I need to what I need to to provide?15:45AgentYes, ma'am. Could you please tell me your email address?15:48CustomerYeah. So it's horses, h o r s e s Mhmm. Hyphen15:57AgentMhmm.15:59CustomerSylvian,syl,vasinVictor,ia,nasinNicole,e14@Hotmail.com.16:17AgentOkay, ma'am. So that is hasinhotel,oasinOscar,rasinRomeo,sasinSam,easinelephant,sasinSam,hyphen,sasinSam,yasinyellow,lasinLima,vasinVictor,iasinigloo,aasinalpha,nasinNancy,easinelephant,14@gmail sorry, at Hotmail dot com.16:41CustomerThat's correct.16:42AgentOkay, ma'am. So I will just gonna send you, ma'am, all the information that I needed, and just kindly provide the order number, ma'am, and the short video that is included in the email and as well as the shipping information. That is your full name, mailing address, and contact number, ma'am. So I will just gonna give you a proper expectation, ma'am. Once you provided to me all this information and double check, ma'am, that you're still in the warranty, I will be proceeding for the replacement, and then, ma'am, send you a confirmation email regarding with it, ma'am.17:14AgentSo you have a reference that I already processed the replacement. Okay?17:18CustomerOkay. So am I sending am I sending the email to you, or am I sending the email to you said support@momcozy.com?17:25AgentOh, no need, ma'am. I will just gonna send you an email, and then you just need the response on that email, ma'am.17:31CustomerOkay. Okay. Perfect. Sounds good. Okay.17:34CustomerFor the for the gift giver, do I need you so you said the order number? Do I do I need, like, a would it would it be easier, like, with a copy of the receipt?17:43AgentYes, ma'am. That would be great, ma'am.17:45CustomerOkay. K. Sounds good. I'll try I'll try my best to get ahold of her before the end of the week, and then I'll I'll reply to you as soon as I have all the information then gathered. Okay,17:56Agentma'am. Thank you, ma'am, for your time. Have a good day. Bye bye.17:59CustomerThanks. You too. Bye.18:01AgentMhmm. Bye.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call summary:**\n\n\n- Customer Sylvia called regarding a Momcozy MP04G double baby monitor received in February.\n- She has been experiencing ongoing issues with connecting the cameras and other problems since installation.\n- Sylvia requested to be contacted to discuss the return or exchange policy and explore available options.\n- She provided her phone number, (705) 221-3954, for a callback.\n- No resolution or next steps were indicated in the call.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>Customer Sylvia called regarding a Momcozy MP04G double baby monitor received in February.</li><li>She has been experiencing ongoing issues with connecting the cameras and other problems since installation.</li><li>Sylvia requested to be contacted to discuss the return or exchange policy and explore available options.</li><li>She provided her phone number, (705) 221-3954, for a callback.</li><li>No resolution or next steps were indicated in the call.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call summary: \n Customer Sylvia called regarding a Momcozy MP04G double baby monitor received in February. She has been experiencing ongoing issues with connecting the cameras and other problems since installation. Sylvia requested to be contacted to discuss the return or exchange policy and explore available options. She provided her phone number, (705) 221-3954, for a callback. No resolution or next steps were indicated in the call. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "#### **Call transcript:**\n\n\n**00:02** **Customer** Hi there. My name is Sylvia. My phone number is (705) 221-3954. I'm calling because we received a momcozy. I think it's m p 0 4 g double baby monitor in a in February.\n**00:21** **Customer** And we since we've installed it, we've been having nothing but issues and and problems, like, in with, like, connecting cameras and different well, a few different issues. So if I can get someone to contact me back in order to like, I don't know what the policy is for return or exchange or and all that. So if someone could call me back, that would be greatly appreciated to see what our options are. So, yeah, my my number is (705) 221-3954. Thank you.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi there. My name is Sylvia. My phone number is (705) 221-3954. I'm calling because we received a momcozy. I think it's m p 0 4 g double baby monitor in a in February.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And we since we've installed it, we've been having nothing but issues and and problems, like, in with, like, connecting cameras and different well, a few different issues. So if I can get someone to contact me back in order to like, I don't know what the policy is for return or exchange or and all that. So if someone could call me back, that would be greatly appreciated to see what our options are. So, yeah, my my number is (705) 221-3954. Thank you.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:02CustomerHi there. My name is Sylvia. My phone number is (705) 221-3954. I'm calling because we received a momcozy. I think it's m p 0 4 g double baby monitor in a in February.00:21CustomerAnd we since we've installed it, we've been having nothing but issues and and problems, like, in with, like, connecting cameras and different well, a few different issues. So if I can get someone to contact me back in order to like, I don't know what the policy is for return or exchange or and all that. So if someone could call me back, that would be greatly appreciated to see what our options are. So, yeah, my my number is (705) 221-3954. Thank you.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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"body": "Voicemail from +1 (705) 221-3954\nCall Details:\n\nCall from: +1 (705) 221-3954\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 17:54:04 UTC\nLocation: Timmins, ON, Canada\nAnswered by: Unknown\nLength of phone call: 1 minute, 35 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA23defe1383a90b59c5decdb5741f8815/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Voicemail from +1 (705) 221-3954\n<br>Call Details:</p>\n\n<p dir=\"auto\">Call from: +1 (705) 221-3954\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: 2026-05-13 17:54:04 UTC\n<br>Location: Timmins, ON, Canada\n<br>Answered by: Unknown\n<br>Length of phone call: 1 minute, 35 seconds\n<br>Listen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA23defe1383a90b59c5decdb5741f8815/twilio/voicemail/recording\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA23defe1383a90b59c5decdb5741f8815/twilio/voicemail/recording</a></p></div>",
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