Setting Up Q&A Emails

The Q&A widget lets visitors to your store ask questions about your products as well as view popular questions and answers that have been asked previously.

In this article, you’ll learn how to set up Q&A emails and configure other Q&A settings.

How it works

The Q&A workflow is as follows:

1. A shopper submits a question from the Q&A widget on a product page.
   

2. A validation email is sent to the person who submitted the question.
   • If the email is not validated, then the question is ignored
   • If the email is validated, the customer is taken to a "thank you" landing page, and the question is sent to the store owner. You’ll be able to view the question in your Yotpo Reviews Moderation Panel.

If you selected to auto-send questions to past customers: The question will be sent to customers who purchased the product previously. Users that answer questions will receive the verified buyer badge.

The question will be 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
• 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

3. Once an answer is received, the customer will be notified that you answered their question.4. If you selected to auto-publish answers from past customers, the question and answer will be published in the Q&A widget for all your customers to see. Otherwise, you can head over to the Moderation Panel and publish it manually. Learn more about moderating Q&A

Setting up Q&A

To set up your Q&A email:

1. Log into Yotpo Reviews.
2. In the menu on the left, click Collect Reviews.
3. Select Q&A Emails.

General settings

• Auto-send questions to past customers: When selected, customers who purchased the product in the past will be sent an email notification when a question is submitted
• Auto-publish answers from past customers: When selected, answers that are submitted by past customers will be automatically published on your store
• Answers are expanded on-site by default: When selected, answers will be presented in expanded mode on your site (as opposed to collapsed mode)
• Enable Email Upsells in Q&A emails: When selected, promoted products will be included in your Q&A emails

Answer request

This is the email that is sent to you and/or to your past customers when a question is submitted.

1. Enter a subject for your email.
2. Enter the body text for your email.
3. Enter the footer that displays under the body text.
4. Click Send test to send yourself a test email.
5. Click Save changes.

Answer response

This is the email that is sent to the shopper who asked the question when an answer is submitted.

1. Enter a subject for your email.
2. Enter the body text for your email.
3. Enter the footer that displays under the body text.
4. Click Send test to send yourself a test email.
5. Click Save changes.

Next steps

Now you’ve set up Q&A, you’re ready to add the Q&A widget to your store. See Adding the Q&A Widget 3.0

FAQ