What are Email Notifications?
Email Notifications send automated emails to customers and admins for Q&A events. You can control when emails are sent and customize their content.
Types of Email Notifications
To Customers
- Answer Notification — Sent when a question receives an answer
- Question Published Notification — Sent when a question is approved and published
To Administrators
- New Question Notification — Sent to admins when a new question is submitted
Configuring Email Notifications
Where to find settings
- Go to Settings in the app admin
- Find the Email Notifications section
- Configure your preferences
- Click Save Settings
Master switch
- Enable Email Notifications — Master switch for all email notifications
- When disabled, no emails are sent
- When enabled, individual notification types can be controlled
Notification Settings
1. Notify on New Questions
- Send a notification to administrators when a new question is submitted
- Requires “Enable Email Notifications” to be ON
- Requires administrator email addresses to be configured
Administrator Emails
- Comma-separated list of email addresses
- Example: admin@store.com, support@store.com
- All listed emails receive notifications
- Required if “Notify on New Questions” is enabled
2. Customer Notifications
- Answer Notification — Automatically sent when enabled
- Question Published Notification — Automatically sent when enabled
- Both require “Enable Email Notifications” to be ON
- Sent to the customer’s email address from the question
When Emails Are Sent
Answer Notification (to customer)
- Sent when: An answer is added to a customer’s question
- Recipient: Customer who asked the question
- Requirement: Customer must have provided an email address
Question Published Notification (to customer)
- Sent when: A question is approved/published (manually or via auto-approval)
- Recipient: Customer who asked the question
- Requirement: Customer must have provided an email address
New Question Notification (to admin)
- Sent when: A new question is submitted by a customer
- Recipient: All administrator emails configured
- Requirements:
- “Enable Email Notifications” must be ON
- “Notify on New Questions” must be enabled
- Administrator emails must be configured
Email Provider Options
Use App’s Email Provider (Default)
- Uses the app’s default email service
- No configuration needed
- Available on all plans
- Recommended for most stores
Use Custom SMTP Server
- Use your own SMTP server
- Requires SMTP configuration
- Available on Ultra plan only
- Allows custom “from” email address
Auto-Approve Questions
What it does
- Automatically publishes new questions without manual approval
- Located in Settings → Questions section
- Separate from email notifications
Relationship with emails
- When auto-approval is ON:
- Questions are published immediately
- Question Published Notification is sent (if enabled)
- When auto-approval is OFF:
- Questions require manual approval
- Question Published Notification is sent when you approve
Best Practices
1. Enable notifications
- Keep “Enable Email Notifications” ON to stay informed
- Monitor new questions promptly
- Respond to customers quickly
2. Administrator emails
- Use multiple emails for team notifications
- Separate emails with commas
- Use active email addresses
3. Customer communication
- Ensure customers provide email addresses
- Customize email templates (Pro/Ultra plans)
- Keep messages clear and helpful
4. Testing
- Test notifications after setup
- Verify emails are received
- Check spam folders if needed
5. Custom SMTP (Ultra plan)
- Use for branded “from” addresses
- Configure SMTP settings correctly
- Test SMTP connection before saving
Frequently Asked Questions
How do I enable email notifications?
Enable “Enable Email Notifications” in Settings → Email Notifications, then configure specific notification types.
Can I disable specific notifications?
Yes. Keep “Enable Email Notifications” ON, but you can control individual types (e.g., disable admin notifications while keeping customer notifications).
What if a customer doesn’t provide an email?
Customer notifications won’t be sent. Admin notifications still work if configured.
Can I use multiple admin email addresses?
Yes. Enter comma-separated addresses: admin@store.com, support@store.com, owner@store.com
Do emails work if notifications are disabled?
No. All emails require “Enable Email Notifications” to be ON.
Can I customize email content?
Yes, on Pro and Ultra plans. See the Email Templates FAQ for details.
What’s the difference between APP and CUSTOM SMTP?
- APP: Uses the app’s email service (default, no setup)
- CUSTOM SMTP: Use your own SMTP server (Ultra plan, requires configuration)
When is the Question Published email sent?
When a question changes from unpublished to published (manual approval or auto-approval).
Do I need to configure SMTP?
No. The default APP provider works without configuration. Use CUSTOM SMTP only if you need a custom “from” address (Ultra plan).
Can I test email notifications?
There’s no built-in test feature. Trigger the event (e.g., submit a test question) and check if emails are received.
What if emails aren’t being received?
- Verify “Enable Email Notifications” is ON
- Check administrator email addresses are correct
- Check spam/junk folders
- Verify customer email addresses are valid
- For CUSTOM SMTP, verify SMTP settings
Are emails sent immediately?
Yes. Emails are sent immediately when the event occurs.
Can I disable customer notifications but keep admin notifications?
Yes. Keep “Enable Email Notifications” ON and “Notify on New Questions” enabled. Customer notifications are sent automatically when enabled, but you can customize templates to control content.
What happens if I change email settings?
Changes apply to future emails only. Past emails are not affected.
Can I use a custom “from” email address?
Yes, with CUSTOM SMTP (Ultra plan). Configure the “From Email” field in SMTP settings.
Do notifications work with auto-approval?
Yes. When auto-approval is ON, Question Published notifications are sent immediately when questions are submitted.
Quick Reference
Notification Types
| Notification | Recipient | When Sent | Requirements |
|---|---|---|---|
| Answer Notification | Customer | Answer added | Customer email, notifications enabled |
| Question Published | Customer | Question approved | Customer email, notifications enabled |
| New Question | Admin | Question submitted | Admin emails configured, notify enabled |
Settings Checklist
- [ ] Enable Email Notifications (master switch)
- [ ] Enable “Notify on New Questions” (if needed)
- [ ] Configure Administrator Emails (comma-separated)
- [ ] Verify customer emails are collected
- [ ] Customize email templates (Pro/Ultra plans, optional)
- [ ] Configure CUSTOM SMTP (Ultra plan, optional)
Examples
Example 1: Basic Setup
- Enable Email Notifications: ON
- Notify on New Questions: ON
- Administrator Emails: admin@mystore.com
- Email Provider: Use App’s Email Provider
Example 2: Customer-Only Notifications
- Enable Email Notifications: ON
- Notify on New Questions: OFF
- Customer notifications still work automatically
Example 3: Team Notifications
Administrator Emails: admin@store.com, support@store.com, manager@store.com
Enable Email Notifications: ON
Notify on New Questions: ON