Monitoring an internet chat in which a text transcript is generated by at least two chat participants, by: (i) performing a simple check on the text transcript for existence of a potential frustration precondition; and (ii) on condition that a frustration precondition is found, performing text analytics type analysis on the text transcript to determine whether potential frustration is evidenced by the text transcript. If it is determined that potential frustration is evidenced by the chat transcript then responsive action is taken to prevent and/or stem the frustration.