Questions and answers
Shoppers ask questions with Ask a question in the Review widget. You answer them in the app, and the answers appear in the widget's Questions tab, where they help the next shopper too.
Answering, editing, moderating, store FAQs and importing need the Awesome plan. On Forever Free you can still see and export every question.
How shoppers ask
In the Review widget, a shopper clicks Ask a question, types it, and gives an email and display name. They see Thanks for your question! We'll email you as soon as it's answered. You can be emailed about new questions too: see Admin notifications.
Answer a question
- Open Reviews › Customer questions.
- Click Answer on the question.
- Write your answer, up to 5,000 characters, and click Save answer.
Answering a pending question publishes it. It then shows in the Questions tab of the Review widget on that product. Only published questions with an answer are shown.
The shopper who asked is emailed your answer when Q&A notification is on in Email templates, which it is by default.
Moderate questions
- Each question has a Moderation menu: Publish, Hide or Mark as spam.
- The ••• menu has Edit question (to fix a typo) and Delete question, which removes it and its answer for good.
- Views: All questions, With answers and Without answers. Search by customer, product, question or answer, and filter by status.
- Tick several to publish, hide, mark as spam, or add to or remove from store FAQs together.
Store FAQs
Some questions are worth showing everywhere. Once a question is answered and published, choose Add to store FAQs from its ••• menu. It then appears in the Store FAQs widget, and the FAQ column shows a Store FAQ badge. Hiding a question, or marking it as spam, removes it from the FAQs.
The Product FAQs widget shows a product's answered, published questions on its own page.
Import and export questions
- Export downloads the questions in your current view as a CSV.
- Import takes a CSV in the same format, for example from another store that uses Sofcy.
The columns are id, customer_name, product_handle, product_gid, question, answer, moderation_status, store_faq, created_at. Each row needs a product handle or ID for a product in your store. moderation_status is pending, published, hidden or spam. store_faq is true or false, and can be true only for answered, published questions. Up to 100 rows and 1 MB. An import is all or nothing.