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

# Alerts

> Proactive notifications for unreplied emails, completed requests, and health score drops.

Alerts surface things that need your attention — unreplied email threads, completed requests that need follow-up, and health score drops. They appear in the Alerts page and as a badge count in the sidebar navigation.

## Alert types

| Type                 | Trigger                                                                                                                                           |
| -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Unreplied Thread** | An email thread where the last message is from a customer and your team hasn't replied within the configured threshold (default 8 business hours) |
| **Request Done**     | A request has been marked as Done — prompts follow-up with linked accounts                                                                        |

Alerts for health tier drops and auto-created tasks also exist in the system and generate email notifications, though they primarily surface through the [Tasks](/tasks/overview) page.

## Alert statuses

| Status        | Meaning                                                                                                              |
| ------------- | -------------------------------------------------------------------------------------------------------------------- |
| **Active**    | Requires attention — not dismissed or snoozed                                                                        |
| **Snoozed**   | Temporarily hidden for 4 hours                                                                                       |
| **Dismissed** | Closed. If the trigger recurs (e.g., another unreplied message on the same thread), the alert reopens automatically. |

## Alerts table

Each alert shows a summary, type, status, linked account, related thread or request, and creation date. A Gmail icon opens the thread directly in Gmail when applicable.

### Filters

| Filter         | Type                            |
| -------------- | ------------------------------- |
| Summary        | Text search                     |
| Type           | Unreplied Thread, Request Done  |
| Status         | Active, Snoozed, Dismissed, All |
| Created Date   | Date range                      |
| Dismissed Date | Date range                      |

### Actions

Use the three-dot menu on each row to:

* **Snooze** — hides the alert for 4 hours
* **Dismiss** / **Undismiss** — toggles the dismissed state
* **Delete** — permanently removes the alert

## Email notifications

When an account-scoped alert is created, Zudo sends an email notification to the resolved recipient using this fallback chain:

1. The account's assigned **CSM** (see [CSM assignment](/settings/organization#csm-assignment)).
2. The org's **fallback CSM** if no CSM is set on the account.
3. The integration owner (the user who connected Gmail) if neither is configured.

If a dismissed alert is re-triggered (e.g., another message on an unreplied thread), the email notification is sent again. Alerts are also tagged with the recipient's user ID so the sidebar badge can show only your alerts.

## Sidebar badge

The navigation sidebar shows your **personal** counts:

* Alerts where you're the resolved recipient.
* Open tasks where you're the assignee, **or** the task is linked to an account where you're CSM.

This refreshes every 60 seconds.

## Configuring unreplied thresholds

The number of business hours before an unreplied thread triggers an alert is configurable per organization. Contact your admin to adjust this threshold.