# Handle alerts

Follow up on Pristo CX alerts on the Alerts page: filter the list, read the response behind each alert, add notes and move it from open to closed.

An alert in Pristo CX is a response that matched one or more of your alert rules. You handle alerts on the **Alerts** page in the main menu: open an alert to read the response, add notes about what you did, and move it from **Open** through **In progress** to **Closed**.

## Before you start

- Role: every role can view alerts, change their status and add notes in the programs they can open. See [roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions).
- Plan: alerts are available on every plan.
- Setup: at least one alert rule. See [Set up alerts](https://docs.pristo.io/cx/alerts/configure-alerts).

## Steps

### Find an alert

1. Select **Alerts** in the main menu.

2. Choose the questionnaire in the **Questionnaire** list of the filter bar.

3. Choose a rule in **All types** to see only the alerts it raised.

4. Choose one or more statuses in the status list, or clear it to see every status.

5. Change the date range if you need older alerts.

6. Select **Columns** to add contact or activity columns.

### Work on an alert

![Sketch of the Alerts page with an alert open in the side panel on the right. Marker 1 is on the selected alert's row. In the panel, marker 2 is on the details tab, marker 3 on the in-progress status button, marker 4 on the notes tab and marker 5 on the closed status button, which stays disabled until the alert has a note.](https://docs.pristo.io/_astro/alert-side-panel.JFUJ1F4d.webp)

1. Select the alert's row. It opens in a side panel.

2. Read the **Details** tab: **Alerts that fired** lists each rule with the question and the value that triggered it. Select **Response** to read all the answers.

3. Select **In progress** at the top of the panel when you start.

4. Select **Notes**, write what you did under **New note** and select **Save**.

5. Select **Closed** when the follow-up is done.

Account admins and program admins can also select **Open response** in the panel, or the link icon at the start of a row, to open the response in a new tab.

### Open alerts from a dashboard

1. On a dashboard, select **Show details**, the list icon, on an **Alert count** widget. The alerts behind its number appear.

2. Select a row to open the alert in the same side panel.

3. To see the alerts on the **Alerts** page, select **Open in alerts page**. If the widget covers several questionnaires, choose one first.

The **Alerts** page opens in a new tab with the same questionnaire, dates and status, but without the dashboard's contact and event filters. On the widget, **Open** includes alerts in progress.

## Result

A status saves as soon as you select it. **Handling ended** shows when the alert was closed, and **Handling time** shows the time from **Alert created** until then: hours and minutes under a day, otherwise days.

| Status | Meaning |
|---|---|
| **Open** | New. Every alert starts here |
| **In progress** | Someone is following up |
| **Closed** | The follow-up is done. Needs at least one note |

To reopen a closed alert, select **Open** or **In progress**. Its end time is cleared.

## Limits

- A response raises one alert. When it matches several rules, the **Alerts** column shows each of them, and you handle the alert once.
- The page shows one questionnaire at a time, 20 alerts per page, with the most recently triggered first.
- The list starts with open alerts from the last 3 months. The dates filter by when the alert was created.
- You cannot close an alert without a note, and you cannot edit or delete a note.
- An alert appears a little after the response is completed.
- Pristo CX remembers your column choice for each questionnaire.

## Troubleshooting

**I can't select Closed.** The alert has no note yet. Add a note on the **Notes** tab, then close it.

**The list is empty.** The filters hide every alert. Choose another questionnaire, widen the dates or clear the status list.

**An alert shows Response deleted.** Someone deleted the response. The alert stays in the list while the response is in the trash, but its answers are not shown.

**The link in an alert email does not open the alert.** Open **Alerts**, choose the questionnaire and find the response number from the email in the **Response** column.

**I don't see Open response.** Only account admins and program admins see it. Program users read the answers on the **Response** tab.

## Related

- [Set up alerts](https://docs.pristo.io/cx/alerts/configure-alerts)
- [View responses](https://docs.pristo.io/cx/responses/view-responses)
- [Dashboards overview](https://docs.pristo.io/cx/dashboards/overview)
- [Roles and permissions](https://docs.pristo.io/cx/users/roles-and-permissions)