# Tag, Severity and Process Flow

For example when you will display ticket automation in the form of tags and ticket severity level, then you must configure the ***trigger, filter*** and ***action*** as follows :

![Configure Automation](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MQvBod6hRUq437lL_3T%2F-MQvKWnQRDgQSNaAjdBV%2FScreen%20Shot%202021-01-13%20at%2017.41.15.png?alt=media\&token=6d50e141-335f-404e-b743-e726d62aefac)

In the example case above, when the ticket with the channel is ‘*Dolphin Livechat*‘ and has been assigned to Operator from any group, the ticket will have a tags ‘*No response*’ with severity level is ‘*Medium*’, as shown images below.

![Automation Running](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MQpMcoZlaM8UmhFJ5zz%2F-MQpZ7kL7hOVxfD5hyIa%2FScreen%20Shot%202021-01-12%20at%2014.47.14.png?alt=media\&token=b40404a0-e8d6-4c9a-8221-32614520ff64)

And then, when the rule is successfully triggered i.e displaying tagging ‘*No* *response*‘ and ticket severity level ‘*Medium*‘ on the ticket, the system will automatically send a message to customer using process flow, such as images below.

![Message from Workflow](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MRtJA-2KPtvYUntQF2J%2F-MRtJznrW8ooSV5ImyVa%2FScreen%20Shot%202021-01-25%20at%2018.35.16.png?alt=media\&token=88e77299-c268-4d87-99a5-1326168cc5e7)

The message sent to the customer is the output from the ‘*workflow send message*’ that is executed when the action or trigger on the automatic ticket is successfully executed. If you want to see the process flow, you can go to ***Bot Setting*** > ***Process Flow*** > and choose ***Workflow Send Message*** from list.

![Workflow Send Message](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MQp_j1OTyrmpu8TQS8r%2F-MQpbN5lcwCl_geLwYmS%2FScreen%20Shot%202021-01-12%20at%2015.01.38.png?alt=media\&token=70ece737-e2be-4efd-bd01-dd4c876a616a)

You can set the message to be sent to the customer in the http body on node\_id *‘requestSendMessage’*, like the picture below

![Set Message](https://2268349083-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MQp_j1OTyrmpu8TQS8r%2F-MQpdgdEidJoh26qNy5p%2FScreen%20Shot%202021-01-12%20at%2015.06.26.png?alt=media\&token=fd40cef6-2d57-4e88-8ddd-846a752f598c)