Product Questions
page last edited on 19 September 2018
The Product Questions module enables shoppers to ask questions about the store products and get answers from the store staff. Questions and answers appear then together as a tab on the product page.
Installation and Set-Up
To install the module follow the guidelines from Installing addons from the Marketplace.
When installed proceed to the module settings page to configure the options:
You can enable the following options on the Product Questions module settings page:
- Allow quest user to ask product questions : When enabled makes questions available for unregistered customers.
- Show the administrator full name in replies : When enabled personalizes replies from the store staff.
That’s it! The module is configured. Don’t forget to submit your changes.
Customer Experience
Product questions become available to customers as soon as the module is installed. If configured, the non signed in visitors can also ask questions about your products.
To ask a question a visitor should follow the Ask a question link on the product details page:
A customer is forwarded to the Questions tab of the product details page where it’s necessary to click the Ask question button:
The question itself can be aked in a pop-up that appers after the Ask question button is clicked:
If this is a registered customer the name and email fields will be predefined and the customer will have only to type in the question and submit it. If this is a non registered customer all fields will be clean and the visitor will need to fill them in.
The e-mail field is optional. If a user specified an e-mail address when asking a question, the answer is e-mailed to him or her as well as published on the product page. Also when asking a question, a customer can make it a public or a private one. Private questions (and answers to them) are visible only to the users who asked them.
Admin Experience
The store administrator is notified of new questions by e-mail and new questions posted become available in the Questions section in the store admin area (Catalog -> Questions):
In this section the store admin can answer users’ questions, edit them and even create new questions based on past discussions with customers.
To answer a question the store admin should only click the Reply button opposite the question or the question itself, type the answer in the Answer field and click Update. The answer will be posted to the product details page in the storefront and e-mailed to the customer who asked the question.
Any questions that have not yet been answered are visible only to the people who asked them. Such questions appear with a special “on moderation” mark next to them.
To get the product page loaded faster, the Questions tab lists only a few recent questions along with a link to show the entire list of them. The module uses the AJAX technique to update product questions without a complete page reload.
To add a new question a store admin should click the New question button in the Questions section (Catalog -> Questions), fill in the questionnaire and click Create.
The newly added question will appear in the questions list in the admin area and will be added to the Questions tab of the product details page in the storefront.
Vendor Experience
When used together with Multivendor module e-mails with questions about a product are sent to the vendor that added the product. In the back-end vendors can answer questions about their products, and the answers show up with the vendor’s name.
E-mail Notifications
All e-mail notifications sent by the module can be managed by the store administrator in the Email notifications section of the admin area (Store setup -> Email notifications) as described in Email notifications: setup and maintenance.
By default, both customer and admin notifications are enabled. A store admin can disable e-mail notifications about new questions sent to the admin, but not the notifcations with the answers sent to the customers.
Help make this document better
This guide, as well as the rest of our docs, are open-source and available on GitHub.