提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1256405",
"subject": "Call with Caller +1 (702) 904-1889",
"description": "Call from: +1 (702) 904-1889\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 8:42:30 PM UTC",
"status": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-13T20:42:42Z",
"updated_at": "2026-05-13T20:51:02Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Issue Details: pair failed with the device | gifted",
"agents_notes": "Issue Details: pair failed with the device | gifted",
"category_field_id": "34154549939865",
"category_name": "APP issue::Pair failed with the device",
"category_value": "app_issue__pair_failed_with_the_device",
"category_zh": "设备配对失败"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 3,
"voice": 2,
"system": 1
}
},
"messages": [
{
"conversation_id": "57892428229017",
"type": "Comment",
"created_at": "2026-05-13T20:51:02Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Customer Communications: IB\n \nIssue Details: pair failed with the device | gifted\n \nResolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number | adv to contact the gift giver for the order number\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A"
},
{
"conversation_id": "57892452270233",
"type": "Comment",
"created_at": "2026-05-13T20:50:59Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call summary: \n Customer is having trouble connecting a Momcozy white noise machine (model WN05) to the Momcozy app via Bluetooth and 2.4 GHz Wi-Fi despite multiple attempts and troubleshooting. Customer confirmed following the proper pairing steps in the app, including adding the device, turning it on/off, pressing the Wi-Fi button, but the machine still does not connect. The sound machine was a gift from a friend, and the customer does not have the purchase receipt or order information. Support agent requested the purchase details and proof of purchase to verify warranty eligibility and proceed with replacement if applicable. Customer was advised to contact the gift giver for purchase details or, if unavailable, provide the device's serial number along with a 5-10 second video demonstrating the connection issue. Customer was instructed to email the information (serial number, video, shipping details) to support@momcozy.com with ticket number 1256405 in the subject line. Customer expressed uncertainty about the gift giver having the receipt; agent confirmed that providing the serial number and video would suffice if no receipt is available. Agent apologized for the inconvenience, expressed understanding, and clearly outlined next steps to move forward with warranty service. Case is currently open awaiting the customer's submission of requested evidence and purchase details for warranty verification. \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": "57892424581401",
"type": "Comment",
"created_at": "2026-05-13T20:50:54Z",
"author_id": "-1",
"author_name": "",
"author_role": "",
"sender_type": "internal",
"channel": "web",
"public": false,
"recording_type": "",
"text": "Call transcript: \n00:01AgentThank you for calling momcozy. This is Matt. How can I help you today?00:06CustomerHi, Matt. Good afternoon. I was called because I have the white noise machine. Mhmm. I can give you the model model number if you need.00:19AgentMhmm. Yes,00:19Customerma'am. It's it's w n 0 5.00:30AgentOkay, ma'am.00:33CustomerAnd I this machine, we tried so many times to connect them with the Bluetooth Mhmm. For for the momcozy application. We've been trying with the Wi Fi. We've been trying doing everything before I call you guys. It's not working, and I cannot use for my baby sleeping.00:55CustomerSo Mhmm. I don't know how we can do with this machine.01:00AgentOkay. Totally understand, ma'am. Just this is the first time that you are able to you are trying to connect with the sound machine, ma'am?01:11CustomerThe first time?01:13AgentMhmm.01:14CustomerYeah. No. We tried so many times. We charged I yeah.01:19AgentOh, the first time. Yes. Okay. I understand, ma'am. Just give me a minute.01:25AgentOkay? Yeah. Okay, ma'am. Thank you very much, ma'am, for patiently waiting. I just want to confirm, ma'am, you are using the 2.4 gigahertz Wi Fi when you are connecting to the sound machine?02:17CustomerYes. We use the exactly. This 1, the Wi Fi unplug the password. We disconnecting the Wi Fi in the house, putting again I mean, I'm trying everything. We can try, and I don't know why it's not working.02:32AgentOkay. So for the pairing process, ma'am, I just want to know if this is the step by step that you tried. Okay?02:40CustomerYes.02:42AgentOkay. So first, ma'am, is when you already in the momcozy app, you can see a plus sign and add device. Uh-huh. And then you will see the serial number or or the, sorry, the model number, the NW35. Mhmm.03:01CustomerYeah. I have the serial03:03Agentnumber. It says. On the app. See that in the app, ma'am. Yep.03:07AgentAnd then once you see that in the app, you just need to click add.03:13CustomerYeah. We we click add. We click, like, add in the app. I'm already have the app right here with me. And we click add, and we put in the the green sneak machine.03:26CustomerAnd they say it's on, it's positive, and turn it off 10 seconds. And, again, on, and okay. We do that. Later, they say we have you have to on and off, on and off that is positive.03:42AgentAnd Mhmm.03:44CustomerOff after the light is on, and verify the light is is, like, working. And we push the the Wi Fi in the bottom, and we push we press on the Wi Fi. And we do this, like, I don't know how many times, and it's not working. I'm already have the application. We try with the Bluetooth.04:07CustomerWe transfer any way.04:11AgentOkay. Totally understand, ma'am, and I'm really sorry for the inconvenience that you're encountering. Since you already tried some troubleshooting, ma'am, with the white machine or the sound machine, let me assist you for the warranty. May I know where did you purchase it?04:31CustomerThis I'm not do this purchase. This is as a gift in my baby shower.04:37AgentOh, this 1 is gifted to you. Do you know, ma'am, who gifted it to you? Mhmm. Do you know, ma'am, who gifted to you?04:45CustomerWho's the what? I'm sorry. Can04:47Agentyou repeat? 1 who who's the 1 who gifted to you, ma'am, the white machine the sound machine?04:55CustomerYeah. It was my friend, but I don't and she not give me any receipt. So I don't know when she buy it. Yeah.05:03AgentAre you from United States, ma'am, or Canada?05:06CustomerYes. No. From United Okay.05:11AgentSo for this 1, ma'am, we will be needing some information before we can provide the warranty, ma'am, or a replacement for your sound machine. Yes. Since this since the gift giver, ma'am, is your friend, just kindly contact her for the order number, ma'am, or what platform did she purchase the sound machine. Okay? And then once you all once you have that, ma'am, just kindly include that in the email along with the short video showing that it's not pairing, ma'am.05:43AgentAt least 5 to 10 seconds, that is good enough. And then, ma'am Okay. Your shipping address or shipping information, that is your full name, mailing address, and contact number, ma'am. So once we verify that you are still in the warranty, we will be proceeding further replacement, ma'am. Okay?06:01AgentOkay. Kindly send this, ma'am, to our email support@ma'amcozy.com. I will be giving you a ticket number as well so you don't need to repeat yourself in the email. Just put this in the subject line so they know that you already have an inquiry to us. Okay?06:18CustomerOkay. Okay. Perfect. Thank you so much.06:22AgentOkay. The ticket number, ma'am, are you ready?06:26CustomerOh, give me the ticket number. Yes. 1 second. Okay. Okay.06:31CustomerI'm ready now.06:32AgentTicket number, ma'am, is 1256405.06:39CustomerOkay. Uh-huh. 1256405.06:44AgentYes, ma'am. That is correct. Is there anything else, ma'am, or do you want me to clarify 1 more time the information that you need to send?06:53CustomerNo. I'm just I wanna ask my friend, but I don't know if she have the receipt or with her. So we she don't have any receipt. What supposed I'm gonna do?07:05AgentOkay, ma'am. There is a serial number.07:07CustomerWith the video? Yeah. The serial number.07:10AgentNumber, ma'am. Kindly provide that 1, ma'am, if you don't have the receipt. Okay?07:16CustomerOkay. And I'll send the video too.07:19AgentYes, ma'am.07:20CustomerOh, okay. Okay. Perfect. Thank you so much, and07:24Agenthave a good day. Have a good day too, ma'am. Bye bye.07:27CustomerBye.\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": "57892451825177",
"type": "VoiceComment",
"created_at": "2026-05-13T20:50:35Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "agent",
"channel": "voice",
"public": true,
"recording_type": "call",
"text": "Inbound call from +1 (702) 904-1889\nCall Details:\n\nCall from: +1 (702) 904-1889\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 20:42:30 UTC\nLocation: Nevada, United States\nAnswered by: CT-Matthew\nLength of phone call: 8 minutes, 4 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfd6282cb43958d2278408eb8a046e108/twilio/call/recording"
},
{
"conversation_id": "57892390505369",
"type": "VoiceComment",
"created_at": "2026-05-13T20:47:27Z",
"author_id": "34818873586969",
"author_name": "CT-Matthew",
"author_role": "agent",
"sender_type": "internal",
"channel": "system",
"public": false,
"recording_type": "voicemail",
"text": "Request #1256397 \"Voicemail from: Caller +1 (702) ...\" was closed and merged into this request. Last comment in request #1256397:\r\n\r\nVoicemail from +1 (702) 904-1889\nCall Details:\n\nCall from: +1 (702) 904-1889\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13T20:39:32Z\nLocation: Nevada, United States\nAnswered by: Caller +1 (702) 904-1889\nLength of phone call: 2 minutes, 43 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac9a8996ee1ae9be9cf89d69df1e0708/twilio/voicemail/recording"
},
{
"conversation_id": "57892404835737",
"type": "Comment",
"created_at": "2026-05-13T20:42:42Z",
"author_id": "53891271337753",
"author_name": "Caller +1 (702) 904-1889",
"author_role": "end-user",
"sender_type": "internal",
"channel": "voice",
"public": false,
"recording_type": "",
"text": "Call from: +1 (702) 904-1889\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 8:42:30 PM UTC"
}
]
}
conversation_raw_json
{
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{
"id": 57892428229017,
"type": "Comment",
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"body": "Customer Communications: IB\n\nIssue Details: pair failed with the device | gifted\n\nResolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number | adv to contact the gift giver for the order number\n\nCustomer Responses: Agreed\n\nFollow-up Actions: None\n\nEscalation Details: N/A",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer Communications: IB<br> <br>Issue Details: pair failed with the device | gifted<br> <br>Resolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number | adv to contact the gift giver for the order number<br> <br>Customer Responses: Agreed<br> <br>Follow-up Actions: None<br> <br>Escalation Details: N/A<br></div>",
"plain_body": "Customer Communications: IB\n \nIssue Details: pair failed with the device | gifted\n \nResolution Offered: advise to send us an email along with order number, short video of the issue , mailing info and ticket number | adv to contact the gift giver for the order number\n \nCustomer Responses: Agreed\n \nFollow-up Actions: None\n \nEscalation Details: N/A",
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"created_at": "2026-05-13T20:51:02Z",
"metadata": {
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"location": "Naga, 05, Philippines",
"latitude": 13.6166,
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{
"id": 57892452270233,
"type": "Comment",
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"body": "#### **Call summary:**\n\n\n- Customer is having trouble connecting a Momcozy white noise machine (model WN05) to the Momcozy app via Bluetooth and 2.4 GHz Wi-Fi despite multiple attempts and troubleshooting.\n- Customer confirmed following the proper pairing steps in the app, including adding the device, turning it on/off, pressing the Wi-Fi button, but the machine still does not connect.\n- The sound machine was a gift from a friend, and the customer does not have the purchase receipt or order information.\n- Support agent requested the purchase details and proof of purchase to verify warranty eligibility and proceed with replacement if applicable.\n- Customer was advised to contact the gift giver for purchase details or, if unavailable, provide the device's serial number along with a 5-10 second video demonstrating the connection issue.\n- Customer was instructed to email the information (serial number, video, shipping details) to support@momcozy.com with ticket number 1256405 in the subject line.\n- Customer expressed uncertainty about the gift giver having the receipt; agent confirmed that providing the serial number and video would suffice if no receipt is available.\n- Agent apologized for the inconvenience, expressed understanding, and clearly outlined next steps to move forward with warranty service.\n- Case is currently open awaiting the customer's submission of requested evidence and purchase details for warranty verification.\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 is having trouble connecting a Momcozy white noise machine (model WN05) to the Momcozy app via Bluetooth and 2.4 GHz Wi-Fi despite multiple attempts and troubleshooting.</li><li>Customer confirmed following the proper pairing steps in the app, including adding the device, turning it on/off, pressing the Wi-Fi button, but the machine still does not connect.</li><li>The sound machine was a gift from a friend, and the customer does not have the purchase receipt or order information.</li><li>Support agent requested the purchase details and proof of purchase to verify warranty eligibility and proceed with replacement if applicable.</li><li>Customer was advised to contact the gift giver for purchase details or, if unavailable, provide the device's serial number along with a 5-10 second video demonstrating the connection issue.</li><li>Customer was instructed to email the information (serial number, video, shipping details) to support@momcozy.com with ticket number 1256405 in the subject line.</li><li>Customer expressed uncertainty about the gift giver having the receipt; agent confirmed that providing the serial number and video would suffice if no receipt is available.</li><li>Agent apologized for the inconvenience, expressed understanding, and clearly outlined next steps to move forward with warranty service.</li><li>Case is currently open awaiting the customer's submission of requested evidence and purchase details for warranty verification.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
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{
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"type": "Comment",
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"body": "#### **Call transcript:**\n\n\n**00:01** **Agent** Thank you for calling momcozy. This is Matt. How can I help you today?\n**00:06** **Customer** Hi, Matt. Good afternoon. I was called because I have the white noise machine. Mhmm. I can give you the model model number if you need.\n**00:19** **Agent** Mhmm. Yes,\n**00:19** **Customer** ma'am. It's it's w n 0 5.\n**00:30** **Agent** Okay, ma'am.\n**00:33** **Customer** And I this machine, we tried so many times to connect them with the Bluetooth Mhmm. For for the momcozy application. We've been trying with the Wi Fi. We've been trying doing everything before I call you guys. It's not working, and I cannot use for my baby sleeping.\n**00:55** **Customer** So Mhmm. I don't know how we can do with this machine.\n**01:00** **Agent** Okay. Totally understand, ma'am. Just this is the first time that you are able to you are trying to connect with the sound machine, ma'am?\n**01:11** **Customer** The first time?\n**01:13** **Agent** Mhmm.\n**01:14** **Customer** Yeah. No. We tried so many times. We charged I yeah.\n**01:19** **Agent** Oh, the first time. Yes. Okay. I understand, ma'am. Just give me a minute.\n**01:25** **Agent** Okay? Yeah. Okay, ma'am. Thank you very much, ma'am, for patiently waiting. I just want to confirm, ma'am, you are using the 2.4 gigahertz Wi Fi when you are connecting to the sound machine?\n**02:17** **Customer** Yes. We use the exactly. This 1, the Wi Fi unplug the password. We disconnecting the Wi Fi in the house, putting again I mean, I'm trying everything. We can try, and I don't know why it's not working.\n**02:32** **Agent** Okay. So for the pairing process, ma'am, I just want to know if this is the step by step that you tried. Okay?\n**02:40** **Customer** Yes.\n**02:42** **Agent** Okay. So first, ma'am, is when you already in the momcozy app, you can see a plus sign and add device. Uh-huh. And then you will see the serial number or or the, sorry, the model number, the NW35. Mhmm.\n**03:01** **Customer** Yeah. I have the serial\n**03:03** **Agent** number. It says. On the app. See that in the app, ma'am. Yep.\n**03:07** **Agent** And then once you see that in the app, you just need to click add.\n**03:13** **Customer** Yeah. We we click add. We click, like, add in the app. I'm already have the app right here with me. And we click add, and we put in the the green sneak machine.\n**03:26** **Customer** And they say it's on, it's positive, and turn it off 10 seconds. And, again, on, and okay. We do that. Later, they say we have you have to on and off, on and off that is positive.\n**03:42** **Agent** And Mhmm.\n**03:44** **Customer** Off after the light is on, and verify the light is is, like, working. And we push the the Wi Fi in the bottom, and we push we press on the Wi Fi. And we do this, like, I don't know how many times, and it's not working. I'm already have the application. We try with the Bluetooth.\n**04:07** **Customer** We transfer any way.\n**04:11** **Agent** Okay. Totally understand, ma'am, and I'm really sorry for the inconvenience that you're encountering. Since you already tried some troubleshooting, ma'am, with the white machine or the sound machine, let me assist you for the warranty. May I know where did you purchase it?\n**04:31** **Customer** This I'm not do this purchase. This is as a gift in my baby shower.\n**04:37** **Agent** Oh, this 1 is gifted to you. Do you know, ma'am, who gifted it to you? Mhmm. Do you know, ma'am, who gifted to you?\n**04:45** **Customer** Who's the what? I'm sorry. Can\n**04:47** **Agent** you repeat? 1 who who's the 1 who gifted to you, ma'am, the white machine the sound machine?\n**04:55** **Customer** Yeah. It was my friend, but I don't and she not give me any receipt. So I don't know when she buy it. Yeah.\n**05:03** **Agent** Are you from United States, ma'am, or Canada?\n**05:06** **Customer** Yes. No. From United Okay.\n**05:11** **Agent** So for this 1, ma'am, we will be needing some information before we can provide the warranty, ma'am, or a replacement for your sound machine. Yes. Since this since the gift giver, ma'am, is your friend, just kindly contact her for the order number, ma'am, or what platform did she purchase the sound machine. Okay? And then once you all once you have that, ma'am, just kindly include that in the email along with the short video showing that it's not pairing, ma'am.\n**05:43** **Agent** At least 5 to 10 seconds, that is good enough. And then, ma'am Okay. Your shipping address or shipping information, that is your full name, mailing address, and contact number, ma'am. So once we verify that you are still in the warranty, we will be proceeding further replacement, ma'am. Okay?\n**06:01** **Agent** Okay. Kindly send this, ma'am, to our email support@ma'amcozy.com. I will be giving you a ticket number as well so you don't need to repeat yourself in the email. Just put this in the subject line so they know that you already have an inquiry to us. Okay?\n**06:18** **Customer** Okay. Okay. Perfect. Thank you so much.\n**06:22** **Agent** Okay. The ticket number, ma'am, are you ready?\n**06:26** **Customer** Oh, give me the ticket number. Yes. 1 second. Okay. Okay.\n**06:31** **Customer** I'm ready now.\n**06:32** **Agent** Ticket number, ma'am, is 1256405.\n**06:39** **Customer** Okay. Uh-huh. 1256405.\n**06:44** **Agent** Yes, ma'am. That is correct. Is there anything else, ma'am, or do you want me to clarify 1 more time the information that you need to send?\n**06:53** **Customer** No. I'm just I wanna ask my friend, but I don't know if she have the receipt or with her. So we she don't have any receipt. What supposed I'm gonna do?\n**07:05** **Agent** Okay, ma'am. There is a serial number.\n**07:07** **Customer** With the video? Yeah. The serial number.\n**07:10** **Agent** Number, ma'am. Kindly provide that 1, ma'am, if you don't have the receipt. Okay?\n**07:16** **Customer** Okay. And I'll send the video too.\n**07:19** **Agent** Yes, ma'am.\n**07:20** **Customer** Oh, okay. Okay. Perfect. Thank you so much, and\n**07:24** **Agent** have a good day. Have a good day too, ma'am. Bye bye.\n**07:27** **Customer** Bye.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. This is Matt. How can I help you today?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi, Matt. Good afternoon. I was called because I have the white noise machine. Mhmm. I can give you the model model number if you need.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:19</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. Yes,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">ma'am. It's it's w n 0 5.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And I this machine, we tried so many times to connect them with the Bluetooth Mhmm. For for the momcozy application. We've been trying with the Wi Fi. We've been trying doing everything before I call you guys. It's not working, and I cannot use for my baby sleeping.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:55</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 Mhmm. I don't know how we can do with this machine.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Totally understand, ma'am. Just this is the first time that you are able to you are trying to connect with the sound machine, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The first time?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. No. We tried so many times. We charged I yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, the first time. Yes. Okay. I understand, ma'am. Just give me a minute.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay? Yeah. Okay, ma'am. Thank you very much, ma'am, for patiently waiting. I just want to confirm, ma'am, you are using the 2.4 gigahertz Wi Fi when you are connecting to the sound machine?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. We use the exactly. This 1, the Wi Fi unplug the password. We disconnecting the Wi Fi in the house, putting again I mean, I'm trying everything. We can try, and I don't know why it's not working.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So for the pairing process, ma'am, I just want to know if this is the step by step that you tried. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</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>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So first, ma'am, is when you already in the momcozy app, you can see a plus sign and add device. Uh-huh. And then you will see the serial number or or the, sorry, the model number, the NW35. Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. I have the serial</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">number. It says. On the app. See that in the app, ma'am. Yep.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then once you see that in the app, you just need to click add.</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>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. We we click add. We click, like, add in the app. I'm already have the app right here with me. And we click add, and we put in the the green sneak machine.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And they say it's on, it's positive, and turn it off 10 seconds. And, again, on, and okay. We do that. Later, they say we have you have to on and off, on and off that is positive.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:42</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Off after the light is on, and verify the light is is, like, working. And we push the the Wi Fi in the bottom, and we push we press on the Wi Fi. And we do this, like, I don't know how many times, and it's not working. I'm already have the application. We try with the Bluetooth.</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;\">We transfer any way.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Totally understand, ma'am, and I'm really sorry for the inconvenience that you're encountering. Since you already tried some troubleshooting, ma'am, with the white machine or the sound machine, let me assist you for the warranty. May I know where did you purchase it?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">This I'm not do this purchase. This is as a gift in my baby shower.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, this 1 is gifted to you. Do you know, ma'am, who gifted it to you? Mhmm. Do you know, ma'am, who gifted to you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Who's the what? I'm sorry. Can</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:47</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 repeat? 1 who who's the 1 who gifted to you, ma'am, the white machine the sound machine?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:55</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. It was my friend, but I don't and she not give me any receipt. So I don't know when she buy it. Yeah.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:03</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Are you from United States, ma'am, or Canada?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. No. From United Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:11</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So for this 1, ma'am, we will be needing some information before we can provide the warranty, ma'am, or a replacement for your sound machine. Yes. Since this since the gift giver, ma'am, is your friend, just kindly contact her for the order number, ma'am, or what platform did she purchase the sound machine. Okay? And then once you all once you have that, ma'am, just kindly include that in the email along with the short video showing that it's not pairing, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">At least 5 to 10 seconds, that is good enough. And then, ma'am Okay. Your shipping address or shipping information, that is your full name, mailing address, and contact number, ma'am. So once we verify that you are still in the warranty, we will be proceeding further replacement, ma'am. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:01</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Kindly send this, ma'am, to our email support@ma'amcozy.com. I will be giving you a ticket number as well so you don't need to repeat yourself in the email. Just put this in the subject line so they know that you already have an inquiry to us. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:18</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. Okay. Perfect. Thank you so much.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:22</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. The ticket number, ma'am, are you ready?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, give me the ticket number. Yes. 1 second. Okay. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm ready now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Ticket number, ma'am, is 1256405.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:39</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. Uh-huh. 1256405.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:44</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. Is there anything else, ma'am, or do you want me to clarify 1 more time the information that you need to send?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I'm just I wanna ask my friend, but I don't know if she have the receipt or with her. So we she don't have any receipt. What supposed I'm gonna do?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:05</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, ma'am. There is a serial number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">With the video? Yeah. The serial number.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Number, ma'am. Kindly provide that 1, ma'am, if you don't have the receipt. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And I'll send the video too.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:19</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>07:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, okay. Okay. Perfect. Thank you so much, and</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">have a good day. Have a good day too, ma'am. Bye bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
"plain_body": "Call transcript: \n00:01AgentThank you for calling momcozy. This is Matt. How can I help you today?00:06CustomerHi, Matt. Good afternoon. I was called because I have the white noise machine. Mhmm. I can give you the model model number if you need.00:19AgentMhmm. Yes,00:19Customerma'am. It's it's w n 0 5.00:30AgentOkay, ma'am.00:33CustomerAnd I this machine, we tried so many times to connect them with the Bluetooth Mhmm. For for the momcozy application. We've been trying with the Wi Fi. We've been trying doing everything before I call you guys. It's not working, and I cannot use for my baby sleeping.00:55CustomerSo Mhmm. I don't know how we can do with this machine.01:00AgentOkay. Totally understand, ma'am. Just this is the first time that you are able to you are trying to connect with the sound machine, ma'am?01:11CustomerThe first time?01:13AgentMhmm.01:14CustomerYeah. No. We tried so many times. We charged I yeah.01:19AgentOh, the first time. Yes. Okay. I understand, ma'am. Just give me a minute.01:25AgentOkay? Yeah. Okay, ma'am. Thank you very much, ma'am, for patiently waiting. I just want to confirm, ma'am, you are using the 2.4 gigahertz Wi Fi when you are connecting to the sound machine?02:17CustomerYes. We use the exactly. This 1, the Wi Fi unplug the password. We disconnecting the Wi Fi in the house, putting again I mean, I'm trying everything. We can try, and I don't know why it's not working.02:32AgentOkay. So for the pairing process, ma'am, I just want to know if this is the step by step that you tried. Okay?02:40CustomerYes.02:42AgentOkay. So first, ma'am, is when you already in the momcozy app, you can see a plus sign and add device. Uh-huh. And then you will see the serial number or or the, sorry, the model number, the NW35. Mhmm.03:01CustomerYeah. I have the serial03:03Agentnumber. It says. On the app. See that in the app, ma'am. Yep.03:07AgentAnd then once you see that in the app, you just need to click add.03:13CustomerYeah. We we click add. We click, like, add in the app. I'm already have the app right here with me. And we click add, and we put in the the green sneak machine.03:26CustomerAnd they say it's on, it's positive, and turn it off 10 seconds. And, again, on, and okay. We do that. Later, they say we have you have to on and off, on and off that is positive.03:42AgentAnd Mhmm.03:44CustomerOff after the light is on, and verify the light is is, like, working. And we push the the Wi Fi in the bottom, and we push we press on the Wi Fi. And we do this, like, I don't know how many times, and it's not working. I'm already have the application. We try with the Bluetooth.04:07CustomerWe transfer any way.04:11AgentOkay. Totally understand, ma'am, and I'm really sorry for the inconvenience that you're encountering. Since you already tried some troubleshooting, ma'am, with the white machine or the sound machine, let me assist you for the warranty. May I know where did you purchase it?04:31CustomerThis I'm not do this purchase. This is as a gift in my baby shower.04:37AgentOh, this 1 is gifted to you. Do you know, ma'am, who gifted it to you? Mhmm. Do you know, ma'am, who gifted to you?04:45CustomerWho's the what? I'm sorry. Can04:47Agentyou repeat? 1 who who's the 1 who gifted to you, ma'am, the white machine the sound machine?04:55CustomerYeah. It was my friend, but I don't and she not give me any receipt. So I don't know when she buy it. Yeah.05:03AgentAre you from United States, ma'am, or Canada?05:06CustomerYes. No. From United Okay.05:11AgentSo for this 1, ma'am, we will be needing some information before we can provide the warranty, ma'am, or a replacement for your sound machine. Yes. Since this since the gift giver, ma'am, is your friend, just kindly contact her for the order number, ma'am, or what platform did she purchase the sound machine. Okay? And then once you all once you have that, ma'am, just kindly include that in the email along with the short video showing that it's not pairing, ma'am.05:43AgentAt least 5 to 10 seconds, that is good enough. And then, ma'am Okay. Your shipping address or shipping information, that is your full name, mailing address, and contact number, ma'am. So once we verify that you are still in the warranty, we will be proceeding further replacement, ma'am. Okay?06:01AgentOkay. Kindly send this, ma'am, to our email support@ma'amcozy.com. I will be giving you a ticket number as well so you don't need to repeat yourself in the email. Just put this in the subject line so they know that you already have an inquiry to us. Okay?06:18CustomerOkay. Okay. Perfect. Thank you so much.06:22AgentOkay. The ticket number, ma'am, are you ready?06:26CustomerOh, give me the ticket number. Yes. 1 second. Okay. Okay.06:31CustomerI'm ready now.06:32AgentTicket number, ma'am, is 1256405.06:39CustomerOkay. Uh-huh. 1256405.06:44AgentYes, ma'am. That is correct. Is there anything else, ma'am, or do you want me to clarify 1 more time the information that you need to send?06:53CustomerNo. I'm just I wanna ask my friend, but I don't know if she have the receipt or with her. So we she don't have any receipt. What supposed I'm gonna do?07:05AgentOkay, ma'am. There is a serial number.07:07CustomerWith the video? Yeah. The serial number.07:10AgentNumber, ma'am. Kindly provide that 1, ma'am, if you don't have the receipt. Okay?07:16CustomerOkay. And I'll send the video too.07:19AgentYes, ma'am.07:20CustomerOh, okay. Okay. Perfect. Thank you so much, and07:24Agenthave a good day. Have a good day too, ma'am. Bye bye.07:27CustomerBye.\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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"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Inbound call from +1 (702) 904-1889<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (702) 904-1889<br>\nCall to: +1 (619) 848-0676<br>\nTime of call: 2026-05-13 20:42:30 UTC<br>\nLocation: Nevada, United States<br>\nAnswered by: CT-Matthew<br>\nLength of phone call: 8 minutes, 4 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfd6282cb43958d2278408eb8a046e108/twilio/call/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfd6282cb43958d2278408eb8a046e108/twilio/call/recording</a></p></div>",
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"name": "Caller +1 (702) 904-1889"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"metadata": {
"system": {
"client": "",
"ip_address": "",
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57892390505369,
"type": "VoiceComment",
"via": {
"channel": "system",
"source": {
"to": {},
"from": {
"ticket_id": null,
"subject": null,
"ticket_ids": [
1256397
]
},
"rel": "merge"
}
},
"public": false,
"data": {
"from": "+17029041889",
"to": "+16198480676",
"recording_url": "https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac9a8996ee1ae9be9cf89d69df1e0708/twilio/voicemail/recording",
"recording_type": "voicemail",
"recorded": true,
"recording_consent_action": null,
"call_id": 57892307475097,
"call_duration": 163,
"answered_by_id": 53891271337753,
"started_at": "2026-05-13T20:39:32Z",
"location": "Nevada, United States",
"author_id": 53891271337753,
"public": true,
"brand_id": 32404259465241,
"via_id": 33,
"line_type": "phone",
"answered_by_name": "Caller +1 (702) 904-1889",
"transcription_status": "completed",
"merged": true
},
"formatted_from": "+1 (702) 904-1889",
"formatted_to": "+1 (619) 848-0676",
"transcription_visible": false,
"author_id": 34818873586969,
"body": "Request #1256397 \"Voicemail from: Caller +1 (702) ...\" was closed and merged into this request. Last comment in request #1256397:\r\n\r\nVoicemail from +1 (702) 904-1889\nCall Details:\n\nCall from: +1 (702) 904-1889\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13T20:39:32Z\nLocation: Nevada, United States\nAnswered by: Caller +1 (702) 904-1889\nLength of phone call: 2 minutes, 43 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac9a8996ee1ae9be9cf89d69df1e0708/twilio/voicemail/recording\n",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Request <a href=\"/agent/tickets/1256397\" target=\"_blank\" rel=\"ticket\">#1256397</a> \"Voicemail from: Caller +1 (702) ...\" was closed and merged into this request. Last comment in request <a href=\"/agent/tickets/1256397\" target=\"_blank\" rel=\"ticket\">#1256397</a>:</p>\n<p dir=\"auto\">Voicemail from +1 (702) 904-1889<br>\nCall Details:</p>\n<p dir=\"auto\">Call from: +1 (702) 904-1889<br>\nCall to: +1 (619) 848-0676<br>\nTime of call: 2026-05-13T20:39:32Z<br>\nLocation: Nevada, United States<br>\nAnswered by: Caller +1 (702) 904-1889<br>\nLength of phone call: 2 minutes, 43 seconds<br>\nListen to the recording: <a href=\"https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac9a8996ee1ae9be9cf89d69df1e0708/twilio/voicemail/recording\" rel=\"noreferrer\">https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAac9a8996ee1ae9be9cf89d69df1e0708/twilio/voicemail/recording</a></p></div>",
"trusted": true,
"attachments": [],
"created_at": "2026-05-13T20:47:27Z",
"audit_id": 57892390503961,
"metadata": {
"system": {
"location": "Naga, 05, Philippines",
"latitude": 13.6166,
"longitude": 123.1804
},
"custom": {}
}
},
{
"id": 57892404835737,
"type": "Comment",
"author_id": 53891271337753,
"body": "Call from: +1 (702) 904-1889\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 8:42:30 PM UTC",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Call from: +1 (702) 904-1889\n<br>Call to: +1 (619) 848-0676\n<br>Time of call: May 13, 2026 at 8:42:30 PM UTC</p></div>",
"plain_body": "Call from: +1 (702) 904-1889\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 8:42:30 PM UTC",
"public": false,
"attachments": [],
"audit_id": 57892404835609,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "voice",
"source": {
"rel": "inbound",
"from": {
"formatted_phone": "+1 (702) 904-1889",
"phone": "+17029041889",
"name": "Caller +1 (702) 904-1889"
},
"to": {
"formatted_phone": "+1 (619) 848-0676",
"phone": "+16198480676",
"name": "Rootglobal",
"brand_id": 32404259465241
}
}
},
"created_at": "2026-05-13T20:42:42Z",
"metadata": {
"system": {
"client": "",
"ip_address": ""
},
"custom": {}
}
}
],
"users": [
{
"id": 34818873586969,
"url": "https://rootglobal.zendesk.com/api/v2/users/34818873586969.json",
"name": "CT-Matthew",
"email": "root-support-ct01@rootglobal.net",
"created_at": "2024-07-09T02:49:19Z",
"updated_at": "2026-05-13T19:59:31Z",
"time_zone": "Hong Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "agent",
"verified": true,
"external_id": null,
"tags": [],
"alias": "Matt",
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": "2026-05-13T18:02:52Z",
"two_factor_auth_enabled": false,
"signature": "",
"details": "",
"notes": "",
"role_type": 0,
"custom_role_id": 32522474586777,
"is_billing_admin": false,
"moderator": false,
"ticket_restriction": null,
"only_private_comments": false,
"restricted_agent": false,
"suspended": false,
"default_group_id": 43454942807577,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
},
{
"id": 53891271337753,
"url": "https://rootglobal.zendesk.com/api/v2/users/53891271337753.json",
"name": "Caller +1 (702) 904-1889",
"email": null,
"created_at": "2026-01-02T23:16:39Z",
"updated_at": "2026-01-02T23:16:40Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": "+17029041889",
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"photo": null,
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"locale": "en-US",
"organization_id": null,
"role": "end-user",
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"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
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"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
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"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
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"model": null,
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"consumption_details": null,
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"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 6
}