We are using a powerful process automation feature to send notifications to customers and agents when a certain event occurs. To manage which actions are being triggered when a certain event occurs you have to go to Processes page in Latepoint admin and click the event you want to customize:
![](https://wpdocs.latepoint.com/wp-content/uploads/2023/05/CleanShot-2023-05-03-at-14.49.13@2x-1024x621.png)
To edit action contents, just click on the action box, you can modify or load contents from an existing template:
![](https://wpdocs.latepoint.com/wp-content/uploads/2023/05/CleanShot-2023-05-03-at-14.51.32@2x-1024x712.png)
To see all available variables that you can use inside of actions, click on show smart variables button:
![](https://wpdocs.latepoint.com/wp-content/uploads/2023/05/CleanShot-2023-05-03-at-14.52.27@2x-1024x627.png)