Goals and Outcomes
Custom Questions allow you to collect enhanced and more relevant customer feedback by adding tailored questions to your review automatic request emails and forms. This additional context improves the quality of your reviews and helps shoppers make better purchase decisions.
In this article, you’ll learn how to add, customize, and manage Custom Questions to enrich your product reviews and collect insights that support your brand’s marketing strategy.
Feature Overview
Custom Questions are part of the review request flow. They can appear in review request emails, on the review landing page, and in the Reviews Widget, allowing you to ask questions about either the product or the customer. These answers not only enrich your reviews, but also help future shoppers filter and discover reviews from customers with similar attributes (e.g., size, fit, skin type, etc...).
For example:
You can ask a customer for their skin type – a customer question – or you can ask them about the size of the t-shirt they ordered – a product question.
You can use the Default Form, which applies to all products without tags, to ask general questions such as the speed and quality of delivery, or create Custom Forms with assigned product tags to make the questions more relevant to specific product lines.
You can view the answers in the following places:
In the Moderation section of Yotpo Reviews. This data will be shown as part of the received review.
When exporting reviews data.
In your Reviews reports.
Getting Started
In your Yotpo Admin, go to Emails → Email Setup, then click the Custom Questions card to open the setup page.
Here, you’ll see the Default Form, which includes general questions for products without tags.
You can also create additional custom forms for specific product lines by assigning product tags.
Feature Process
Creating or Editing a Form
On the Custom Questions page, click + Create new form or select the Default Form to edit it.
Use the menu on the right to add predefined, industry-standard questions, or click + Add new question to create your own.
When finished, click Publish.
Note
When published, the Default Form applies to all products without tags or associated forms.
If you don’t wish to use it, delete all questions and save your changes to prevent it from being sent.
Note
When creating a new form, assign specific product tags so your custom form displays only for the relevant products.
For details, see the Product Tagging User Guide.
Adding Custom Questions to Review Requests
To make sure your questions appear in review request emails:
In the Yotpo Reviews admin, go to Emails → Review Request Email.
Under Review Request Email, click Optimize your review request.
Turn on the Custom Questions toggle.
Multilingual Custom Questions
When multilingual review emails are enabled, Custom Questions are translated in review-request emails and on the review landing page to match the shopper’s locale. See the Limitations section for cases where translation may not be available.
Multilingual Custom Questions support the following languages:
English
French
German
Spanish
Questions and available answer options are displayed in the shopper’s language, while submitted answers are saved in the store’s configured language.
If the shopper’s locale is not supported or a translation is unavailable, the Custom Questions are displayed in the store’s configured language.
If multilingual review emails are not enabled for your account, contact your Customer Success Manager or Yotpo Support.
Editing and Deleting Questions
If you want to replace a question entirely, delete the old one and create a new one.
Warning
Editing the following will delete all existing data associated with that question:
Changing character length in free-text questions
Editing or adding an answer to an existing question
Safe edits:
Changing the question name or display title
Adding a new question
Enabling the “Require Answer” option
Note
When you edit a field, Yotpo automatically exports the existing data to your account admin via email before applying changes. Depending on data size, this can take up to one hour.
Deleting a question
By deleting a question, you’ll lose all data associated with that question.
Deleting a Form
Deleting a Custom Questions form erases all associated data.
The Default Form cannot be deleted — to stop using it, unpublish it.
Product Tagging
Product tagging links specific tags to products in your Yotpo catalog. These tags determine which Custom Questions form is displayed for each product.
Tags can be assigned:
During order creation
Via API endpoints
When importing or modifying your product catalog
Learn more in the Product Tagging User Guide.
Viewing the collected data
You can view the answers in the following places:
In the Manage Reviews section of Yotpo Reviews. This data will be shown as part of the received review.
In your Reviews reports
Limitations
It is not possible to use the same tag for more than 1 form
Custom Questions can include up to 20 questions per form
Commas (,) cannot be added to answers. If an answer contains a comma, please remove it.
A Custom Questions answer can contain a maximum of 50 characters
Multilingual review emails support more languages than Multilingual Custom Questions. If a shopper’s locale is in a language other than English, French, German, or Spanish, the email may be translated while the Custom Questions will remain in the store’s configured language. To learn more about multilingual emails, see Configuring Multilingual Review Emails.
Editing certain custom question fields can permanently delete previously collected responses. This includes adding, changing, or deleting an answer option, as well as changing the character limit for free-text questions. To avoid data loss, create a new question instead of editing an existing one.
Custom Questions Legal Disclaimer
Yotpo is responsible for personal and/or sensitive information that is shared as described in Yotpo's Data Processing Agreement (i.e. in the email field, name, etc), however, Yotpo cannot be responsible for personal information collected via custom questions (e.g. Social Security Number, Driving License, etc). These questions are defined solely by the store owner and are not controlled by Yotpo. When collecting data via Custom Questions, even if it is not displayed on the widget (due to CSS enhancements), the answers are still included in the widget's response and appear as part of the page's source. This means the information is publicly available if someone checks the page's source and is not protected under Yotpo's secured network.