Q&A moderation allows you to ensure that the content published on your product pages is useful, respectful, and compliant with good conduct guidelines.
This step is essential to make your questions and answers visible on your website.
Both questions and answers must be moderated and approved before publication.
Moderation can be handled by:
- Administrators: user configuration, email customization, and management of banned words.
- Q&A moderators: daily handling of questions/answers, as well as editing and exchanges.
Learn more about Q&A feature roles.
Access the question list
- From the left-side menu of your Verified Reviews account, click on
Questions & Answers.
- Then click on
Question list in the left-side menu of the newly opened page.
- You’ll find here all the questions and answers to moderate — displayed as cards. Answers are directly associated with their corresponding questions:
Multiple answers can be provided to a single question.
Moderate questions and answers
Before moderating your answers, it is necessary to moderate the questions submitted by consumers.
Moderate questions
When a consumer clicks the Ask a question button from your product page, their question automatically appears in your moderation area.
- Start by focusing on questions marked with
: this means they require your action.
- If needed, use filters by clicking on the
Filters icon at the top of the page.
- Several options are then available:
Allows you to personally respond to the consumer’s question.
By clicking on Reply, three options are available:
- Publish and ask the community: lets you provide a response in the dedicated field, then publish it. An automatic email will be sent to the community of buyers of that product inviting them to answer as well. You’ll then need to moderate the incoming responses. Remember that multiple answers can be displayed for a single question: yours + those from previous buyers.
- Approve and publish: lets you provide a response in the dedicated field and validate the publication of both the question and your answer. Site visitors can still propose their own responses (which you’ll also need to moderate).
- Approve and reject: lets you provide a response and notify the consumer, while preventing the publication of the question and answer on your website.
Publish the question on your product page and wait for visitors to reply. They’ll be able to click the Reply button displayed on your product page, and you’ll be able to moderate their answers later.
Publish the question on your product page and invite the community of buyers via an automatic email. They’ll be able to respond, and you’ll then moderate the received answers before publication.
Reject the question. The consumer will be notified by email.
Learn more about Q&A automatic emails.
Moderate answers
Just like questions, focus on answers marked with the yellow label : feel free to use the
Filters at the top of the page.
Make sure the question has been Published before moderating its associated answers.
- Review the answer provided by the consumer.
- Several options are available:
The answer will then be published on your product page.
You can edit the answers provided by members of your team.
For example, if the answer contains typos, spelling errors, or unclear information. You can choose whether or not to notify the consumer when the response is edited by checking the appropriate box
Click Validate to confirm the edition.
Click here to send a message to the respondent if you need clarifications.
Provide your own response to the original question.
Note that two Reject buttons may appear:
- The first one, in the grey area to the right of the Edit button, refers to the answer. Click it to reject the consumer’s answer.
- The second one, in the white area to the right of the Reply button, refers to the question. Click it to reject the entire question.
Tip!
Click on the blue button showing the product name to collapse the card and better visualize the processing of your questions and answers:
Moderate reported content
If you’ve added the Report button to your product pages’ Q&A module, users will be able to report questions or answers they find inappropriate.
These elements must also be reviewed by your teams.
To do so:
- Still from the
Reported items.
- You can then approve or reject the reported content.
- If you approve a report, the item and its associated content will be rejected and removed from the question/answer feed as well as your product pages.
- If you reject it, the report will disappear without affecting the published content.
Manage banned words
If you have enabled automatic publication of questions/answers, this page lets you create, edit and delete a list of words you consider banned in questions, answers, or exchanges. These can include insults, competitor names, or any other inappropriate content.
- Still from the
Banned words management
- Click the blue New banned word button at the top left to add a new word to the list.
- Once the word is added, any questions/answers containing this word will automatically be placed in the moderation area before publication:
The elements subject to inappropriate language checks are:
- User’s first name, last name, username and email.
- The question title.
- The text of the question and of the answer.
No checks are performed on content that you write yourself.