# Satisfaction Survey settings

> You can configure global settings that are applied to all of your satisfaction surveys. To access them, go to  Settings  , select  Administration > Satisfact...

Source: https://help.kustomer.com/en_us/satisfaction-survey-settings-rJWu9eH6_

Last updated: 2026-06-25T17:53:09.052Z

You can configure global settings that are applied to all of your satisfaction surveys. To access them, go to **Settings![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/74dd439cc48681fd357e83d94a2c426c.png)**, select **Administration > Satisfaction**, and then select the **General** tab. 

**Who can access this feature?**

**User types**

Admins can access the Satisfaction page.

  

The following options are available:

*   **Lock out period** sets how long a customer has to respond to the survey and edit their submission. The default value is 24 hours. The minimum lock out period is 10 minutes. 
    
    **Note:** We recommend setting your lock out period to at least 24 hours to increase your response rate.
    
*   **Cool down period** sets how long the system waits to send a customer a new survey. The default is 24 hours. Only one conversation within this time period will trigger a survey.
    
    **Note:** The cool down period does not apply to chat. 
    
*   **Messages Override** allows surveys to send without requiring an inbound or outbound message sent by an actual user.
    *   **Ignore Inbound Message Requirements** will send a survey even if an inbound message from a human user wasn't received.
    *   **Ignore Outbound Message Requirements** will send a survey even if an outbound message from a human user wasn't sent.

When you configure rules to include or exclude conversations from receiving a satisfaction survey, select the filter operator that matches your use case:

*   ****Is Not One Of**** — Excludes specific, exact-match values from a defined set. Use this operator when you filter by tags or predefined categories. For example, exclude conversations tagged internal, do\_not\_survey, or test\_user
*   ****Does Not Contain**** — Excludes results where a field includes a specific string anywhere in its value. Use this operator when you filter by free-text fields like email addresses. For example, exclude customers with an email address that contains `@testdomain.com`

For most CSAT exclusion rules, ****Is Not One Of**** is the recommended operator because survey rules typically filter on tags or predefined category values.

### **Hide survey links from agents**

There is no built-in feature to prevent agents from viewing CSAT survey links in the conversation timeline. To hide the link, use one of these workflow-based workarounds:

1.  ****Delete the survey message after sending.**** Add a workflow step that deletes the message containing the survey link from the conversation after it has been sent to the customer.
2.  ****Update the message body after sending.**** Add a step in the workflow that modifies the message content after the Message Send step. This strips the survey link from what agents see in the Kustomer UI while the customer still receives the original message with the link.

### **Using Shopify data in survey conditions**

To create a satisfaction survey for multiple Shopify tags you should create a separate satisfaction survey for each Shopify tag you want to target. On each survey, configure the conditions to match the specific customer segment you need.

****Exclude specific conversations from surveys using audience rules****

To prevent CSAT surveys from being sent to spam-tagged or other specific conversations, use satisfaction survey audience rules rather than a workflow.

****Note:**** A workflow cannot reliably intercept survey sends triggered by marking a conversation as Done. The survey send event fires before the workflow processes the status change, so the workflow cannot suppress the survey in time.

To exclude conversations with a specific tag from receiving surveys:

1.  Create a tag (such as "Spam") and apply it to conversations via a workflow or manually.
2.  From the left navigation, click ****Settings****. The Settings page opens.
3.  In the ****Settings**** page, click ****Satisfaction****, then select the survey you want to modify.
4.  In the ****Audience**** section, add a rule to exclude conversations where the tag equals your spam tag.
5.  Click ****Save Changes****.

Conversations with the excluded tag are filtered out before the survey is sent.