For the complete documentation index, see llms.txt. This page is also available as Markdown.
Tag, Severity, Priority and Process Flow
For example, when you are going to implement ticket automation on the tag form and ticket severity level, then you have to configure triggers, filters and actions with the following steps:
Configure Automation
In the example above, when a ticket from the 'Dolphin Livechat' channel and has been assigned to Operators & Supervisors from all groups, the ticket will be tagged 'Live Chat - Check Status' with a severity level of 'High' and converted into a priority ticket, as shown in the figure below.
Automation Running
Then, when the rule is successfully triggered, which displays the 'Live Chat - Check Status' tagging with a ticket severity level of 'High' and becomes a priority ticket, the system will also automatically send a message to the customer using Process Flow, as shown in the figure below.
Message from Workflow
The message sent to the customer is the output of the 'Send Bot Notif' that is executed when the action or trigger on the ticket automation is successfully executed. If you want to see the process flow, you can go to the Bot Setting > Process Flow > page and select Send Bot Notif from the process flow list.
Send Bot Notif
You can set the message to be sent to the customer in the http body on node_id ‘sendNotif’, like the picture below.
