Live Alerts Setup Guide

💡 Live Alerts are condition-triggered and fire in real time. If you need recurring notifications on a schedule, see Scheduled Alerts Setup Guide.

Before you start

• You need Owner or Admin role in Enjo.

• At least one helpdesk app must be connected to your workspace. See Enjo App Integrations.

• The connection you want to use must have a Live Sentiment Report configured. This is required for the sentiment report to appear in the alert setup dropdown.

Create a Live Alert

Step 1 — Open Alerts

1. Go to Automation Tools > Alerts.

2. Click New Alert in the top right corner.

Step 2 — Select your helpdesk

1. Select the helpdesk app and account you want to create the alert for.

Step 3 — Name your alert

1. Enter a unique Alert Name.

2. Add a brief Description to help identify what this alert tracks.

3. Click Next.

Step 4 — Configure trigger and content

1. Alert type Select Live Alert as the alert type.

2. Trigger event Live Alerts currently support sentiment-based triggers only. An alert fires when:

   1. A specific sentiment appears in the live sentiment report, and

   2. Any additional conditions you define are also met

3. Sentiment report Select the sentiment report to monitor from the dropdown.

💡 Only connections with a Live Sentiment Report already configured will appear in the dropdown. If your connection is missing, set up a Live Sentiment Report for it first. See Sentiment.

1. Conditions Define the additional conditions that must be met before the alert fires — for example, a specific priority level, team, or case type.

2. Click Next.

Step 5 — Choose destination

1. Platform Select where you want to receive the alert — Slack or Microsoft Teams.

2. Delivery Choose how to deliver the alert:

   1. Send to a channel for team-wide visibility

   2. Send as a personal DM using the Share With feature for individual delivery

Step 6 — Test and create

1. Click Test to preview a mock version of how the alert will appear when sent.

2. Once satisfied, click Create Report to activate the alert.

💡 Always test your alert before creating it — this confirms the sentiment trigger, conditions, and delivery channel are configured correctly.

What's next

• Scheduled Alerts Setup Guide — Configure recurring notifications on a set schedule.

• Alerts — Overview of both Scheduled and Live Alert types.

• Sentiment — Set up Live Sentiment Reports used to trigger Live Alerts.

• Emoji Actions — Trigger workflows by reacting to messages with emojis.