How to answer customer questions with Klaviyo Reviews
Learn about the questions feature included in Klaviyo Reviews, which allows your team to answer and display user-submitted product questions.
About questions
Collect and review user-submitted product questions and enable your team to display answers on the relevant product page. When you add a reviews widget to your product pages, a Questions tab is included by default.
Site visitors can click the Ask a question button to submit a question and provide their name and email as contact information.
How to view questions
To see the questions that have been submitted:
- Select Website > Reviews in the Klaviyo sidebar.
- Click Q&A.
- Look for questions marked as Pending. Questions your team has already reviewed will either be marked as Published or Rejected.
How to answer questions
Reply emails are sent only when the Review and Q&A reply notifications setting is enabled. Learn how to manage reply notifications. To answer a question:
- Navigate to Website > Reviews > Q&A, then click Answer next to an unanswered question.
- Enter your answer, then click Answer and publish to publish the question and your answer.
If you’d like to share your answer directly with the person who asked it, click the i icon in the question card. From this page, you can locate their email address and contact them directly.
If a question is inappropriate or you don’t want to display it on your site, click Reject on a pending question. For a published question, open More options (the 3-dot menu) and select Reject Q&A. Rejected questions are stored in the Q&A tab and are not visible to site visitors.
Show questions and answers on your site
If questions or published answers are not visible in the Product reviews widget on your product pages, check these settings:
- Navigate to Website > Reviews > Reviews settings > Onsite widgets, then select Product reviews.
- Click Review list. Select Show Q&A button and tab to display questions, and Store reply to display your answers.
- If you changed either setting, click Publish changes.
Get notified about new questions
Set up email notifications whenever someone asks a question about one of your products.
Enabling notifications for new questions means you’ll also be notified whenever someone submits a review. It is not possible to subscribe exclusively to product question notifications.
- Navigate to Website > Reviews in Klaviyo.
- Click Reviews settings.
- Select Publishing rules and notifications.
- Under Notifications, check the box next to Pending activity (reviews and Q&As).
- Choose a frequency (immediately, daily, or weekly) and delivery timing.
- Choose one or more notification recipients from your list of account users. Notifications will be sent to them when someone submits a review or product question.
Notifications can only be sent to account users. If you’d like to send notifications to someone you don’t see in the dropdown, invite them to join your Klaviyo account.
- Optionally, check the box next to Weekly stats summary to receive a weekly report on your product reviews. Choose its delivery day, time, time zone, and recipients. This can be sent to a different user (or users) than those who are selected for review notifications.
- Click Save changes.
Additional resources
- How to respond to customer reviews
Learn how to respond to reviews left by your customers. Responses are public, so future shoppers can use this information to inform their buying decisions.
- Understanding reviews performance
Learn how to monitor and understand your reviews analytics in Klaviyo, including your response rate, average rating, and more. These analytics are important to understanding whether your review request flows are working as intended, and tracking your customers’ response to your products.