# Answer a message

URL: /workflows/processes/support/answer-message · Id: `workflow:answer-message`

> Answer a message replies from the record in the Customer’s single Thread and fixes the cause, not only the symptom.

Answer a message replies from the record in the [Customer](/business/nouns/customer)’s single [Thread](/business/nouns/thread) and fixes the cause, not only the symptom.

## Trigger
Runs on `Conversation.created`. Part of [Support](/workflows/processes/support), run by the [Customer Team](/agents/customer).

## Steps
1. Read the Customer’s Thread and records.
2. Answer from the record within the first-response target.
3. Fix the cause, or open an Issue for the Product Team.
4. Ask at most one question when the Message carries a signal.
5. Hand refunds to the Billing Specialist and privacy requests to the Privacy Officer.

## Outputs
- [Message](/business/nouns/message)
- [Issue](/business/nouns/issue)

## Example
A recruiting agency writes that its candidate import stalls at 10,000 rows. The support [Agent](/business/nouns/agent) answers from the import log, raises the batch size for its [Tenant](/business/nouns/tenant), and opens an [Issue](/business/nouns/issue) for the slow parser.