> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Frustration alerts

> Spot customers who get frustrated inside a workflow and step in before they leave.

In **Monitoring > Live** you will find the **Alerts** tab, where a supervisor sees the customers who are getting frustrated while running a workflow and can step in before they abandon the conversation.

> [!NOTE]
>
> Frustration alerts are turned on from **Settings**. For companies on paid plans and enterprise, activation is requested through your CSM. Until it is active, you won't see the **Alerts** tab in Monitoring.

## What you see in the table

The tab shows a table with your company's alerts. All alerts are shown by default, and you can filter them by **Status**.

![Alerts tab of Live in Monitoring, with the Status filter and the alerts table showing the Customer, Level, Reason, Step, Detected, Status and Actions columns](https://mintcdn.com/jelouai/k1ec1J-5V5KRNpNf/assets/images/configuracion/en_vivo_en.png?fit=max\&auto=format\&n=k1ec1J-5V5KRNpNf\&q=85\&s=a37035884527a5d701a2c9c2a48945bc)

| Column | Content |
| - | - |
| **Customer** | The customer's name; if they don't have one, their user reference |
| **Level** | Alert severity: High, Medium or Low |
| **Reason** | Why the alert was generated |
| **Step** | The workflow node where the customer was, or **No step** |
| **Detected** | How long ago it was detected (for example, "14 hours ago"). It updates every 30 seconds and follows the interface language |
| **Status** | The alert's current status |

The table refreshes on its own every 30 seconds, so you see the changes other supervisors make without reloading the page.

### Reasons

| Reason | When it is generated |
| - | - |
| **Asked for an agent** | The customer asked to talk to a person |
| **Wants to leave** | The customer said they want to leave the process |
| **Does not understand what to do** | The customer can't understand the step they're on |
| **Stuck on a step** | The customer doesn't move forward on the same workflow step |
| **Repeating the same message** | The customer sends the same message several times |

### Statuses

An alert is **open** while nobody has resolved it, and that is when you can act on it.

| Status | Meaning | Open alert? |
| - | - | - |
| **New** | Nobody has handled it | Yes |
| **In review** | A supervisor opened the conversation | Yes |
| **Connected** | It was handed over to an operator or team | No |
| **Dismissed** | A supervisor dismissed it | No |
| **Resolved** | It was closed as resolved | No |
| **Unresolved** | It was closed without being resolved | No |
| **Expired** | It closed on its own | No |

## What you can do with an alert

Each row has an **Options** menu in the last column.

### Review conversation

Marks the alert as **In review** and opens the conversation in a new tab, so you don't lose your place in the list.

### Connect with an operator

Hands the conversation over to a person to continue the support. It's only available if the alert is open (**New** or **In review**) and your role has permission to view Monitoring.

**1. Open the Options menu**

On the alert's row, choose **Connect with an operator**.

**2. Choose who to hand it over to**

Select **By operator** or **By team**, and then the operator or team that will handle the conversation. Only operators who are online are listed.

**3. Confirm the handover**

Read the warning and continue. The alert changes to **Connected**.

> [!WARNING]
>
> When you hand over, the workflow running for that customer stops and its execution is cancelled. This cannot be undone.

If somebody is already handling the conversation, the modal tells you so and doesn't let you hand it over again.

### Dismiss

Available only while the alert is open. It asks for confirmation and, once you accept, marks it as **Dismissed**.

## Real-time notifications

When a new alert is detected, you receive a notification with a summary of the case and a link to the conversation. The notification appears on any screen of the platform, not only in Monitoring, and the table updates immediately.

> **[Live monitoring](https://docs.jelou.ai/en/connect/multi-agent-panel/live-monitoring.md)**
>
> Learn about the rest of the indicators and live case management.


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