How to exclude specific threads from CSAT surveys
Add a label to the threads you want to skip, then add a targeting condition to your survey that excludes that label. There is no per-thread switch to suppress a CSAT survey.
How it works
Each CSAT survey has targeting conditions. When conditions are set, Plain only sends the survey on threads that match. Label conditions support an EXCLUDES operator, so you can stop the survey firing on any thread that carries a specific label.
Steps
- Create a label for threads you want to exclude, for example No Survey.
- Apply that label to any thread that should not receive the survey.
- Go to Settings, then Customer survey, and open your survey.
- Under targeting, add the condition labels does not include No Survey.
- Save. Threads with that label no longer receive the survey when marked as Done.
Limitations
The CSAT settings page allows only one condition of each type per rule. You cannot combine "labels includes X" and "labels does not include Y" in the same rule.
Related settings
The Time between surveys setting limits how often any one customer is surveyed, regardless of how many threads they have.