> ## 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.

# Flags

> One list of everything needing attention — unreplied emails, completed requests, health score drops, and the risks and opportunities your rules raise.

The Flags page is one list of everything needing attention — unreplied email threads, completed requests that need follow-up, health score drops, and the risks and opportunities your [flag rules](/accounts/flags) and [playbooks](/automation/playbooks) raise. Find it in the sidebar, with a badge showing how many are active.

<Frame>
  <img src="https://mintcdn.com/zudo/0TEflgJ9tHDD--Hh/images/flags.png?fit=max&auto=format&n=0TEflgJ9tHDD--Hh&q=85&s=ec709e9226c0e086064ab690ec18c091" alt="The flags page" width="2880" height="1800" data-path="images/flags.png" />
</Frame>

This screen was called Alerts, and alerts and flags were two separate lists with two sets of row actions. They are one now, so a thread nobody answered and an account whose usage is falling sit side by side and are worked the same way. Old links to `/app/alerts` still land here.

## Flag 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) |
| **Awaiting Customer Reply** | Your team sent the last message and the customer hasn't come back                                                                                 |
| **Request Done**            | A request has been marked as Done — prompts follow-up with linked accounts                                                                        |
| **Health Score Dropped**    | An account moved down a health tier                                                                                                               |
| **Risk** / **Opportunity**  | A [flag rule](/accounts/flags) matched, or a playbook step raised one                                                                             |

The first four are raised by Zudo itself and are re-checked on a schedule. The last two describe a condition that a rule is continuously evaluating.

## Statuses

| Status        | Meaning                                                                         |
| ------------- | ------------------------------------------------------------------------------- |
| **Active**    | Needs attention — not addressed, not snoozed, and the condition has not cleared |
| **Snoozed**   | Temporarily hidden for 4 hours                                                  |
| **Dismissed** | Somebody marked it addressed, or the condition cleared on its own               |

Marking something addressed does not close it. Whether an unanswered thread is still unanswered, or an account is still at risk, is decided by the job or rule that raised it — not by anyone clearing it off a list.

## The table

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

### Filters

| Filter         | Type                                                                                             |
| -------------- | ------------------------------------------------------------------------------------------------ |
| Summary        | Text search                                                                                      |
| Type           | Unreplied Thread, Awaiting Customer Reply, Request Done, Health Score Dropped, Risk, Opportunity |
| 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 it for 4 hours. Available on the flags Zudo raises itself, because something re-checks those on a schedule. A risk or opportunity cannot be snoozed: nothing would bring it back, and hiding a condition that is still true would say it had paused.
* **Mark addressed** / **Reopen** — says someone has dealt with this.

There is no Delete. The history is the record of what your team saw and acted on, and an addressed row drops out of the working list anyway.

## Email notifications

When a flag is raised, Zudo emails 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.

The email goes out once, when the flag first opens. While it stays open it is refreshed quietly rather than re-sent. If the condition clears and later comes back, that is a new flag and a new email.

## Sidebar badge

The navigation sidebar shows the count of everything active in the list, and refreshes every 60 seconds.

## Configuring unreplied thresholds

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