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CSAT records how the customer rated the conversation. A negative response can cancel a resolution charge.

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When it fires

The survey fires when a conversation is marked resolved. It does not fire on every reply or on a schedule.
1

The inbox must have CSAT turned on

It is an inbox-level switch, off by default.
2

Once per conversation

A conversation that has already been surveyed is not surveyed again.
3

The messaging window has to still be open

On a channel with a reply window, such as WhatsApp’s 24 hours, the survey can only go out while that window is open. If it has closed, Tied logs that the survey was not sent rather than pretending it was.
4

Not on a Twitter/tweet channel

Conversations on a Twitter/tweet channel are excluded from CSAT entirely. The survey never fires there, regardless of the other conditions.
5

The conversation's labels have to qualify, if the inbox restricts by label

An inbox can carry label-based survey rules: labels the conversation must contain, or must not contain, for the survey to go out. If the conversation’s labels don’t satisfy those rules, the survey is skipped even though every other condition was met.
The response itself is a rating from 1 to 5, with an optional written comment.

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Confirmation and billing

A positive CSAT rating does not currently create a resolution confirmation. A survey response on the conversation prevents a new confirmation from being recorded, even when the rating is positive. The confirmation rules follow this order:
  1. The customer says yes.
  2. A teammate marked it resolved and the customer did not come back. This is the weakest corroborated tier, recorded as human_marked_resolved.
  3. Quiet days, only if you switched them on and there is separate evidence that the answer worked.
Silence alone never bills. The teammate rule is accepted as confirmation evidence, but its automatic waiting check is not yet connected. Quiet days are off by default. Enabling them alone does not enable billing while the outcome evaluator is in observation mode. A confirmation must arrive within your account’s confirmation window. The default is 7 days from the resolution, and the window is configurable per account. A later confirmation is refused and does not bill. If a confirmed resolution cannot be billed because the account has no credits, it is held pending. It can be billed once credits are available. If the confirmation window ends first, it closes without charge. See What counts as a resolution for the evidence types and all ten unbillable reasons.

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The negative case

When negative-CSAT voiding is enabled and your account has not opted out, a negative rating cancels the charge for the resolution that the survey rates. The default negative rating is 1 or 2 out of 5. An account policy can set a different threshold. If the resolution was already billed, Tied voids the charge. If the charge was already sent to billing, Tied records a linked credit. Repeat submissions do not create extra credits. Raising the rating later does not restore the charge. Negative CSAT has no time limit. A late negative rating can still void the charge. This differs from the 30-day same-issue reopen limit, measured from the issue’s first resolution. A reopen inside that window voids the charge. Voided resolutions do not count in settled totals.

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Next

What counts as a resolution

Confirmation evidence, unbillable reasons and the two void rules.

Auto-resolve conversations

The other side of the same principle: silence never manufactures a resolution either.