Answer a message
Answer a message replies from the record in the Customer’s single Thread and fixes the cause, not only the symptom.
Trigger
Runs on Conversation.created. Part of Support, run by the Customer Team.
Steps
- Read the Customer’s Thread and records.
- Answer from the record within the first-response target.
- Fix the cause, or open an Issue for the Product Team.
- Ask at most one question when the Message carries a signal.
- Hand refunds to the Billing Specialist and privacy requests to the Privacy Officer.
Outputs
Example
A recruiting agency writes that its candidate import stalls at 10,000 rows. The support Agent answers from the import log, raises the batch size for its Tenant, and opens an Issue for the slow parser.