Product questions and answers

On the product page, the customer enters their name, email, phone number (optional) and question. They get a confirmation by email straight away, and the question arrives in the admin. When you answer, the shop sends the answer to the customer. You can publish questions with answers on the product so they help other customers too.

1. Settings

Stores › Configuration › Magelan › Product question

In the General Options section, set Enable to Yes.
Sender Email and Sender Name are the details the shop sends emails with. If you leave the address empty, it uses the address from the Contact Us form settings.
Question Display set to Yes shows published questions above the form. Under Number of question you enter how many are shown (5 by default).
Send Email To Admin set to Yes means you get a notification about every new question at the sender email address.
1. Enable - Yes.
2. Sender Email - empty means the address from the Contact Us form settings.
3. Sender Name
4. Question Display - published questions above the form.
5. Number of question - 5 by default.
6. Send Email To Admin - notification about a new question.
Click Save Config.

You can also reach the same settings via Marketing › Product Question › Settings.

2. Answer a question

Marketing › Product Question › Questions

In the list, new questions have the status New. Click Edit in the question row.
Read the Message. Product Sku shows which product the customer is asking about.
Write your answer in the Admin Message field.
Switch on Send Email to Customer so the customer gets the answer by email.
If the question and answer should be visible on the product, switch on Display on Front.
Switch off Question Status. On means New, off means Replied.
1. Message - the customer's question.
2. Product Sku - the product they are asking about.
3. Admin Message - your answer.
4. Send Email to Customer - the answer goes by email.
5. Display on Front - publish on the product.
6. Question Status - off means Replied.
Click Save & Close.

The status does not change by itself when you answer. If you do not switch off Question Status, the question stays among the new ones. An email goes to the customer every time you save with Send Email to Customer switched on, so switch it off when you make later corrections.

What the customer sees

On the product page there is a question form, with published questions and answers above it. The tab name and the position of the form depend on your shop's design. In some shops there is a button for a product enquiry under the price instead.

Common problems

A published question is not on the product

Check that Question Display is set to Yes and that Display on Front is switched on for the question. Then clear the cache.

I do not get notified about new questions

Switch on Send Email To Admin and check the address under Sender Email. The notification goes to that address.

The customer says they did not get an answer

Ask them to check their spam folder. When you save, the admin shows whether the email was sent. If an error was shown, write to us.

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Badges and labels on productsExtensions Product enquiry formExtensions Product attachments (data sheets, manuals)Extensions Back in stock notificationExtensions Redirect by locationExtensions

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