The Statement step replies directly to the user through the helpdesk. You can customize statements with a what-you-see-is-what-you-get (WYSIYG) editor.
Replies are not sent immediately but are instead appended throughout the workflow to a message which will be sent at a stopping point. Thankful will stop the workflow from progressing when it reaches a step that requires user input, such as asking the customer a question or presenting the user with a form they need to fill out.
In this sense, each user gets a customized, generated response unique to them, their history with the business, past support interactions, and the nuance of their inquiry.
If you have multiple brands or regions you can set a default response, then customize responses on a per-brand or per-region basis as needed.
For instance, if you have different return instructions for US- or UK-based customers, you can tailor the response based on the region.