CS comms are tricky, I agree! You have to reply to stuff, often before you have any form of full picture. Just think you gotta be careful then, and the message they posted was not good on that front.

I do get what you're saying, and it's not like I think the CSM should be fired for the message. I just think it's bad comms.

Here are some alternative choices:

- post nothing, figure out more internally (community support is also about vouching for people!)

- post something more personal like "Thank you for posting this. I'm looking into who is working on this bot to get this information in front of them". Perhaps not allowed by Mozilla's policies

- Do some DMing (again, more personal, allowing for something direct)

But to your point... it's one person's message, and on both sides these are likely people where English isn't their native language. I'm assuming that community support managers are paid roles at mozilla, but maybe not.

And like... yeah, at one point you go into whatever company chat and you start barking up the chain. That's the work