FAQs - Notify Customer of Response and bring them back to Website to read it.
under review
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Chris
Hello, The FAQ section in Cloud MT could start to be more prevalent with the rise of AI, since it suits the Q&A format that AI seems to enjoy scraping.
But could we please setup an automated response email to the customer when their question has been answered, so that they don't think we're ignoring them?
"Your Question has been answered, click here to view the answer"
That sort of of general response could suit everyone and improve the workflow. Give google, ai and the customer what they want with the least amount of effort and hopefully get at least one sale. Maybe more now a missing piece of information has been added to the listing.
Currently we have to check daily to see if there's questions, answer the questions and send a bespoke email to the customer saying their question has been answered or duplicating the answer there and risk a back and forth with the customer....
Ideally we'd also get an email when there's a customer to answer with a link to where to answer....
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Emma - Citrus-Lime
updated the status to
under review
Hi everyone,
We have now introduced notification emails for retailers for when an FAQ is submitted (this feature was released in July 2026), but I completely understand the request to also notify the customer once you've answered (especially as this brings them back to the site).
I've marked this post as 'Under Review' so we can consider how best to implement it.
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PM
Emma - Citrus-Lime great we waited 6 years for this, you could also add the question in the email for convienence.
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Emma - Citrus-Lime
Merged in a post:
Frequently Asked Questions
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Paul Barr
When we reply to a customers frequently asked question they currently don't get a notification indicating that someone has responded to them. We will have to either send them a separate email answering their question or rely on them to be constantly checking the item product page to see if we have responded. it would be great if they could get a notification telling them that someone has responded. Thanks
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Olivia J
I'm wondering if we have an update on this as I've just got a 1 star google review for taking 1 week to reply. The customer must have thought I ignored him. Its absolutely crazy and IS EFFECTING BUINESSES!!!!! or can we possibly take the function off??
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Chris
What?! I was told they got a notification!! Wow, so many customers must think they've been ignored then!