Questions / Answers

A customer asks a question about a product right on its page, and the store answers. Questions and answers stay on the page — they answer the typical questions of later customers and add useful text to the page.

Open Octemplates → FAQ → FAQ for products.

How it works

1. A customer asks a question

   In the “Questions & answers” section on the product page they click “Ask a question” and enter their name, email (optional) and the question text.

   

2. The store is notified

   A question from the site arrives hidden, and the store gets an email about it (and an SMS if SMS Notify is set up). The counter in the admin header shows how many questions are still hidden.

3. You answer and publish

   Open the question, write the answer and turn on “Publish” — the question appears on the product page.

Question list

The list shows all customer questions: author, text, product, whether it has an answer, whether it is published, and the date. The filter helps find the ones you need: by author, product, status (“Published” or “Hidden”) and date.

• Awaiting answer — a question without a store answer;
• Answered — an answer has been written;
• Published / Hidden — whether the question is visible on the site.

Editing a question

Question

Field	What it is
Product	Start typing the name and pick it from the list. The question is shown on this product’s page. You can move a question to another product.
Author	3 to 64 characters. On the site it appears above the question next to an avatar with the first letter.
Author email	The customer enters it optionally. It isn’t shown on the site and is needed only for the answer email.
Question	Shown as is, line breaks are kept. HTML tags are removed on save.
Question date	The date visitors see above the question. Questions go from newest to oldest, so the date affects the position too.

Answer and publishing

Field	What it does
Store answer	Shown under the question with the “Admin response” label. Text only — HTML tags are removed. An empty field — the question is shown without an answer. The answer date on the site is the date of the last save.
Publish	A hidden question isn’t visible on the site and isn’t counted in the “Questions” tab counter.
Notify the author	Sends the author an email on save if the answer isn’t empty. The email contains the product name and a link to it. The answer text itself isn’t included, so turn on “Publish” too. The email goes out on every save with the switch on.