It's usually an email chain that they're CC'ed on, or for which they're the point of contact: Sales, project management, or (worst) a VP getting pinged by a customer who wants to jump to the front of the line: "Our new X keeps showing a message that says the brobillator needs to be froodicated, and worse it now runs at 1/4 speed, but we don't want to froodicate it already because that's expensive and our maintenance guys are busy. Can you change the interval from monthly to annually? This is a critical issue that might impact our budget to purchase 3 more X units in Q3."

The right way to solve this is for the PM to forward it to the ME who designed the brobillator and calculated the 1-month maintenance interval, CCing the controls engineer who helped ensure that machine wouldn't eat itself with the fault and low-speed mode.

The wrong way to solve this is for the PM to forward it to ChatGTP[sic], which might mindlessly suggests maintenance-free sealed bearings (that are totally inadequate for the temperatures and contaminants). If he asks the mechanical engineer to redesign it like ChatGTP suggested, that situation may be salvageable. If he told the customer that they'd have an engineer out in 3 days with new sealed bearings it's bad.