How CSAT responses are dated in reporting and how label targeting works
The CSAT chart counts a response on the date the survey was sent. The response list uses the date the customer answered. Label targeting is inclusion-only, so an exclusion label on its own does not stop a survey.
Date attribution
Plain sends surveys automatically when a thread moves to Done, after the delay set in Settings, under CSAT, then Survey delay. The chart in Reporting uses that send date. For example, a thread closed on 1 July with a 15-minute delay appears on 1 July in the chart, even if the customer responds on 3 July. The response list, including the Responded at column and the Survey Responses table, uses the date the customer responded.
Resolution SLAs are separate from CSAT and track dates differently.
Label targeting is inclusion-only
A label such as "No CSAT" does not suppress a survey if the thread also carries a CSAT-included label. To suppress CSAT for certain threads, use a workflow that removes the CSAT-included label when the exclusion label is added.
Plain checks label eligibility twice: when the thread closes, to schedule the survey, and again right before it sends. If the CSAT label is removed before the delay ends, the survey is suppressed. If it is still present at send time, the survey goes out, so make sure your workflow fires before the delay elapses.