Docs / Product Questions

Product Questions

Answer the question once, in public, on the product page. Customers ask about sizing, compatibility and delivery where they are standing, and your answer stays there for everyone who wonders the same thing next.

Features, pricing and a free trial: Product Questions for BigCommerce.

Overview

Product Questions adds a questions and answers section to your product pages. A customer clicks Ask a question, you get an email, and your answer is published under the product.

Every answered question is content on the page that removes a reason not to buy, and one less email for your team to write next week.

Finding your way around the app

Storefront Nothing. This is the layout of the admin.

The sidebar on the left holds every page. The header shows the page title, your Support PIN and a Need Help? button. On a narrow screen the sidebar collapses; open it with the menu button in the header.

Sidebar group	Pages
Dashboard	Your question activity at a glance.
Questions	The inbox where you answer.
Configuration	Email Settings, Installation, Question Settings, Custom CSS, Store Info.
Integrations	Klaviyo, Zendesk.
Account	Profile, Manage Users, Billing.
Additional	Change Log, Support, Logout.
Our Apps	Links to the other FreshClick apps.

Only users with the Admin role see Email Settings, Question Settings, Custom CSS, Store Info, Integrations and Manage Users. Other roles see Dashboard, Questions, Installation, Profile, Billing and the pages under Additional.

Two banners can appear above the page title. One counts down your free trial. The other tells you to select your theme on the Installation page; until you do, the widget does not show on your storefront.

Dashboard

What it shows

Storefront Nothing. The dashboard reports on your questions activity.

The app's front page, and the honest measure of whether questions are being answered.

Panel	What it tells you
Needs answering	Unanswered questions, with a count of drafts. Click it to open them in the inbox. This is the number that should be zero.
Longest waiting	How long the oldest unanswered question has been waiting.
New in 30 days	Questions received in the last 30 days.
Typical reply time	Your median time to answer over the last 90 days.
Questions over the last 30 days	Received against answered, by day.
Answer helpfulness	How shoppers voted on your answers, plus Answered overall.
Most asked-about products	The last 90 days. Often a sign the product page is missing detail.
Answers in the last 30 days	How many answers your team has written.
Setup	Three checks: Store theme selected, Questions widget enabled and Notification email set. Each links to the page that fixes it.

Installation

Install the app

Storefront Injects the questions script into your store. Nothing shows until a theme is selected.

Install from the BigCommerce marketplace. Installing connects the app to your store. Every install includes a free trial.

Select your theme

Storefront The questions and answers section appears on your product pages.

Open Installation under Configuration.
Choose your theme from the Theme list, which groups themes under Stencil and Blueprint. Find the name in BigCommerce under Storefront › Themes.
Click Save theme.

If your theme is not listed, use Can't find your theme? on the same page. Enter the Theme name and Theme URL or demo, then click Send to us.

The storefront widget

What customers see

Storefront This is the widget as customers see it.

Answered questions are listed under the product, each with the answer and helpful and unhelpful votes. A customer can vote once per answer from their browser. The Ask a question button opens a form; on phones it rises from the bottom of the screen.

Form field	Notes
Display name	May be shown with the question.
Email address	Used only for answer notifications.
Upload a file	Optional, 25MB maximum. Only shown when the upload dropbox is on.
Question	The question itself.
Opt-in checkbox	Only shown when the Klaviyo integration is on. Your opt-in wording sits beside it.

The customer clicks Send Question to submit.

Appearance

Storefront Controls the button label, colours, whether customers can submit at all, and whether they can attach a file.

Question Button Configuration › Question Settings

Enable Product Questions widget: The master switch. Off, and the storefront does not show the question block. The page header shows Enabled or Disabled.

Show Ask a question button: Off, and answered questions still display but customers cannot open the ask form. Use it to pause new questions while you work through a backlog.

Enable upload dropbox: Off, and the form has no upload box. On, customers can attach a photo or file, which settles many fit and compatibility questions at a glance.

Button text: The label on the button. Say what happens: Ask a question works better than Contact us.

Button color: The button's background colour.

Text color: The button's text colour. Check the contrast against your button colour before saving.

Click Save Settings at the bottom of the page. Changes apply to the storefront after saving.

Where the widget appears

Storefront Moves the questions section to a different place on the product page.

Themes differ, so the app gives you three ways to place the widget. Start with the product tabs; fall back to the others only if your theme needs it.

Display Placement Configuration › Question Settings

Display as: Pick one: Include in Product Tabs (automatic), Add Shortcode or Target Element.

Tab number: Product Tabs only. The position the questions tab takes among your existing tabs.

Tab title: Product Tabs only. The tab's label, for example Questions.

Backup placement: Product Tabs only. Used only when the storefront cannot find product tabs. Choose Use Shortcode target, Use Target Element settings, Add below product description or Do not show backup.

Element selector: Target Element only. A CSS selector for the element the widget attaches to.

Insert method: Target Element only. Append or Prepend to the element you selected.

For Add Shortcode, place this element where the section should render:

<div id="freshclickQuestionAnswers"></div>

Spam protection

Storefront Adds a reCAPTCHA v3 check to the customer's question form.

Spam Protection Configuration › Question Settings

Google Captcha Site Key: The public key from your Google reCAPTCHA account.

Google Captcha Secret Key: The private key from the same account. Never share it.

Set up reCAPTCHA before going live. A public question form without it will collect spam, and every spam submission is one your team has to read and delete.

Custom CSS

Storefront Your CSS is applied to the questions widget for all customers.

Write plain CSS, with no <style> tags, and click Save CSS. It loads after the app's own styles, so your rules win. Start your selectors with the .freshclick-questions wrapper so you do not affect the rest of your theme.

This changes your live storefront. If a rule breaks the widget's layout, clear the box and save again to get the default styling back.

Answering questions

The questions inbox

Storefront Publishing an answer puts it on the product page for every visitor.

Every submission lands on the Questions page. The list is on the left and the selected question is on the right. Click a question to read it and write your answer. Older questions load as you scroll.

Tab	Shows
All	Every question.
Unanswered	Questions nobody has answered yet.
Draft	Answers saved but not published.
Answered	Questions with a published answer.
Hidden	Answers you have hidden from the storefront.

Each tab shows a count. Use the search box (Search questions, customers, products) to narrow the list. The Show switch orders the list by Unanswered first or Newest first. The app remembers your choice against your user.

Answer as though the next hundred readers are strangers, because they are. Write for everyone who will read it on the product page, not just the person who asked.

Writing and saving an answer

Storefront Save Answer publishes the answer and emails the customer. Save as Draft publishes nothing.

Click a question in the list. The detail shows the customer, the product, when it was asked and any file they attached.
Write your answer in the editor under Your answer.
Click Save Answer to publish, or Save as Draft to come back to it.

An existing answer is shown as it reads. Click Edit Answer to change it, so a published answer is not re-saved by accident.

Answer options Questions › selected question

Show the shopper's image alongside your answer: Only appears when the customer attached an image. Images above 1000×1000 slow the storefront down, so resize them first. The Image alt text for SEO box sets the image's alt text.

Edit Question: Opens Edit the question so you can tidy the wording. Click Save Question to keep it.

Hide Answer: Takes a published answer off the storefront and moves it to the Hidden tab. The button then reads Show Answer, which puts it back. It does not appear on drafts.

Delete: Deletes the question after you confirm.

Answered questions show who answered and when, and how many customers found the answer helpful or not. Replies to the answer email go to the address in Send new question alerts to.

Export and import with CSV

Storefront Nothing for an export. An import changes questions, answers and visibility.

Export CSV downloads the questions currently shown, so filter first to export only the ones you want, for example Unanswered. The file has the columns id, product_id, product_sku, product_name, question, answer and hidden.

Import CSV opens a box explaining the rules, then Choose CSV file…. Your file needs a question column.

A row that keeps its id from an export updates that question, replacing its question and answer.
A row with a blank id is added as a new question.
Set hidden to yes to hide a question from the storefront, or no to show it again. Leave the column out and visibility stays as it is.
Rows with an id from another store are skipped.

Matching rows are overwritten, so clearing an answer in the file clears it in the app. Importing the same file twice adds duplicates of every row with a blank id.

Email

Notifications

Storefront Nothing on the storefront. Changes who is alerted to new questions.

Notifications Configuration › Email Settings

Send new question alerts to: Where new question notifications go. Separate several addresses with commas. Use a shared inbox so questions are not stuck behind one person's holiday.

Email logo: Shown at the top of every email sent to your customers.

Sending from your own mail server

Storefront Nothing on the storefront. Changes the address emails come from.

By default emails send through FreshClick's mail servers with no setup. To send from your own domain instead, choose your provider and enter your SMTP details.

Sending server Configuration › Email Settings

Email provider: Pick your provider and the technical settings are filled in. The default sends through FreshClick with nothing else to configure.

SMTP host: Your mail server's hostname.

Port: Usually 587 for TLS or 465 for SSL.

Encryption: The encryption your server expects.

Username: The mailbox used to authenticate.

Password: The account password, or an app password if your provider requires one.

Click Save settings, then check it works under Send a test email: enter an address in Send to and click Send test email. The test uses whichever sending server is currently saved.

If emails stop after an SMTP change, check the sending address matches the authenticated mailbox. Most providers reject mail sent from an address the account is not allowed to use.

Integrations

Integrations are for Admins and sit under Integrations in the sidebar.

Klaviyo

Storefront Adds an opt-in checkbox to the customer's question form. Only customers who tick it are sent to Klaviyo.

Connection Integrations › Klaviyo

Subscribe question askers to Klaviyo: The switch. Off, and nobody is sent to Klaviyo.

API key: Your private API key, from Settings › API Keys in Klaviyo. Save it first; your lists load once the app can reach your account.

Opt-in wording: The text beside the checkbox on the question form. Klaviyo requires explicit consent, so say clearly what customers are signing up for.

List to subscribe to: The Klaviyo list that opted-in customers join.

Recent API activity lists the last 20 calls the app made to Klaviyo. Check it when subscriptions are not arriving.

Zendesk

Storefront Nothing. New questions also create a Zendesk ticket.

Creates a Zendesk ticket for every new question, so your support team can pick it up in the tool they already use.

Connection Integrations › Zendesk

Create a Zendesk ticket for every new question: The switch. Off, and questions are answered only in this app.

Zendesk URL: The base address of your Zendesk account, with no trailing slash.

Agent email: The account the API token belongs to.

API token: From Admin › Channels › API in Zendesk.

Ticket priority: Low, Normal, High or Urgent. Applied to every ticket the app creates.

Your account

Store information

Storefront Nothing. Company details for emails.

Under Configuration › Store Info. The company name, street address, city, state or county, postcode or ZIP, phone and fax appear in the footer of question and answer emails. Click Save details.

Manage Users

Storefront Nothing. Controls who can use the app.

Under Account › Manage Users. The table lists each user's name, e-mail and role, with a delete button. To add someone, enter their E-mail, pick a User Role (Admin, Manager or Sales Rep) and click Invite User. They choose their own password.

Profile

Storefront Nothing.

Your own Name and Email, saved with Save. To change your password, enter your Current Password, a New Password and a Confirm Password, then click Change Password. If you are locked out, reset it from the login page.

Billing

Storefront Indirectly. If a payment fails the questions widget stops displaying until the invoice is settled.

Under Account › Billing, which was called Payments. Only Admins can change anything here.

Section	What it does
Your store	Shows your package and product count, with a status of Subscribed, Cancelling, Payment failed or Not subscribed. Click Subscribe to start, or Manage plan to cancel or resubscribe.
Your package	The package table. Your tier is marked Your tier.
Invoices	Every charge, with a PDF link. A failed charge shows Pay now.
Update card	Enter a cardholder name and card, then Save card. The new card is used from the next renewal and nothing is charged now.

Pricing and subscription

Packages

Pricing follows your product count and the right package is assigned automatically. Prices are per month.

Package	Products	Per month
Package 1	0 – 599	$14.99
Package 2	600 – 1,999	$24.99
Package 3	2,000 – 4,999	$34.99
Package 4	5,000 – 7,999	$44.99
Package 5	12,000 – 17,999	$59.99
Package 6	18,000 – 29,999	$64.99
Package 7	30,000 – 79,999	$74.99
Package 8	70,000 – 149,000	$84.99
Package 9	150,000+	$94.99

Billing and cancelling

Your package moves on its own as your catalogue grows; there is nothing to switch. To cancel, go to Billing › Manage plan and click Cancel this subscription, then Cancel subscription to confirm. Product Questions keeps working until the end of the period you have paid for, and your questions and settings are kept. To come back, click Resubscribe. If a payment fails, the widget stops displaying until the invoice is settled.

Getting help

Support PIN and Change Log

Storefront Nothing.

Quote the Support PIN shown in the header on any ticket. The Change Log, under Additional, lists recent updates grouped by date, each tagged with its type.

Contact us

Click Need Help? in the header or Support in the sidebar to raise a ticket, or email support@freshclick.co.uk with your store hash, support PIN and a product page URL.