Q&A Widget Overview (Legacy)

Q&A allows customers to ask questions regarding a specific product. The questions will be directed to the owner and to customers who had previously purchased the product. This feature strengthens ongoing community involvement with a store owner's business and increases trust for their customers.

In this article, you'll learn how to add the Q&A widget to your store.

About the Q&A widget

1. The widget is divided into two tabs: one for reviews, and the other for Q&A.
2. The numbers represented in the header of each tab reflect:
   • Reviews tab - number of reviews (excluding the number of comments),
   • Q&A tab - number of questions and answers combined.

Workflow

1. In the Q&A tab in the widget, customers can ask a question regarding the product
2. Once a question is asked, a validation email is sent to the person who posed the question. If the email is not validated then the question is ignored.
3. If the email is validated, the customer is taken to a "thank you" landing page and the question is sent to the store owner and to customers who had purchased the product previously
4. The question is sent to a maximum of 5 customers each day according to the following logic:
   • First, to customers that submitted a review through an Automatic Review Request or Manual Review Request
   • Second, to customers who purchased the product 21-35 days previously
   • Third, to all other customers who purchased the product in the past
5. If no answer is received after three days, the store owner/admin is sent a second email with the question.
   • If a Help Desk Integration has been set up, an email will be sent to the address configured there as well
6. Once an answer is received no further automatic emails are sent out

Enabling Q&A

1. From your Yotpo Reviews main menu, go to On-Site Widgets.
2. Click Q&A.
3. Set the 'Activate Questions & Answers' toggle to On.

Configuring your Q&A settings

Configuring the Q&A label

The text label that shown next to your answer in the Q&A section of the Reviews Widget. To configure the Q&A label:

1. Type the text in the Name field
2. Click Save changes button

Configuring the Q&A avatar

The avatar is the picture that shows next to your answer in the Q&A section of the Reviews Widget.

• The avatar file must be in .jpeg or .png formats, the max dimensions are 200 x 200 pixels and up to 500 KB in size.

To configure the Q&A avatar:

1. Click Avatar
2. Select the new image file in the open window
3. Click Open
4. Click Save changes button

Configuring Q&A automation options

To enable an option, select the checkbox

• To disable an option, deselect the checkbox

There are 4 options you can select to customize Q&A:

Auto send questions to past customers.

When you enable this option, questions are automatically sent to customers who have bought the same product.

Auto publish answers from past customers

When you enable this option, answers written by past customers are automatically published.

Show answers by default

When you enable this option, answers to questions are automatically shown with the questions.

Enable Promoted Products in Q&A emails

When you enable this option, promoted products are shown in the Q&A emails that are sent.

Customizing the answer email request

You can customize the emails that are sent - to past customers or to you - when a question is asked. To customize the text that appears in the answer request emails that are sent:

1. Edit the text in the fields:
   • Email Subject: the subject of the email, for example, "yotpo.com needs your help to answer a question"
   • Body: the main text of the email, for example, "Hello Gregory, A new question was asked about {product}, which you recently bought from our store."
   • Footer: the text at the end of the email, for example, "Thank you from yotpo.com"

• You can see the changes in the Preview section of the page.
• You can send yourself a test email to see how the email will appear to your customers.

2. Click the Save Changes button

Customizing the answer notification email

You can customize the emails that are sent - to past customers or to you - when a question is answered. To customize the text that appears in the answer notification emails that are sent:

1. Edit the text in the fields:
   • Email Subject: the subject of the email, for example, "A new answer has been written for the question you asked at yotpo.com."
   • Body: the main text of the email, for example, "Hello Gregory, A new answer to your question has been received." 
   • Footer: the text at the end of the email, for example, "If you have any other questions, visit yotpo.com"

• You can see the changes in the Preview section of the page.
• You can send yourself a test email to see how the email will appear to your customers.

2. Click the Save Changes button

Using the Q&A button code

You can use the code on the Q&A page to add a button to your product pages. This button encourages visitors to ask questions and engage with the Q&A feature.

Sample code

<div class="yotpo QABottomLine"
     data-appkey="YOUR_APPKEY"
     data-product-id="{{ product.id }}"></div>

Copying the code

To copy the code, click Copy code.

Placing the code

Place the code within the product page. The recommended locations are either within the product scope or above the Widget. The resulting button appears as follows: