# 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](/files/-MQvKWnQRDgQSNaAjdBV)

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](/files/-MQpZ7kL7hOVxfD5hyIa)

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](/files/-MRtJznrW8ooSV5ImyVa)

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](/files/-MQpbN5lcwCl_geLwYmS)

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](/files/-MQpdgdEidJoh26qNy5p)


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