Final answer:
By making a decision to search for information in a specific message channel, the customer is actively choosing communication.
Step-by-step explanation:
By making a decision to search for information in a specific message channel, the customer is choosing communication. When a customer decides to use a particular message channel, such as email, phone call, or social media, they are selecting the method through which they want to communicate. This decision is an active choice made by the customer in order to obtain the desired information or assistance.