Questions

The Questions page lists the starter questions shoppers see in the inline activator, the embedded chat you place on storefront pages. Each row pairs a question with the answer Remark gives when a shopper selects it. Remark generates and rotates these questions on its own. Use this page to review them, edit their wording and answers, lock the ones you always want shown, and steer what Remark generates. The Questions page appears in the dashboard for team members with the Storefront & branding permission. See Team member permissions. To turn the inline activator on and choose where it appears, see Chat widget settings.

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Question sets

Remark keeps a separate set of questions for each place the inline activator can appear: The page’s context decides which set the inline activator uses and what Remark generates that set from. See Page context for the attributes that control it. Remark keeps each set current without your help:

• When a page’s context changes, Remark replaces the set’s unlocked questions.
• Once enough shoppers have seen a set, Remark archives its least-selected unlocked questions each week and generates replacements.

Locked questions and frozen sets are never replaced or archived this way.

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Browse questions

The list on the left of the page picks which questions the table shows:

• All questions shows every active question across your sets. The Shown on column names each question’s set.
• General and each product or page show one set, with its question count.
• Archived shows archived questions.

Use the All, Products, and Pages tabs and the search box above the list to find a set. On the Products tab, search matches product names and product tags. A product or page appears in the list once Remark has generated questions for it, which happens the first time the inline activator loads there. To jump to one product’s questions from the Products page, open the product and select Manage questions for this product. Type in Find questions and answers… to filter the current view to questions or answers containing your text. If your workspace supports more than one language, use the language menu to view and edit each translation.

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How shoppers see questions

The inline activator shows three questions by default. Use the question-count attribute to change that per placement (see Per-placement behavior). Locked questions fill the first slots, in the order you set. Remark fills the remaining slots with unlocked questions, chosen at random and weighted toward the questions shoppers select most. When a shopper uses a question, the activator replaces it with another from the set.

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Lock questions

You can lock up to four questions in each set so they always appear.

1. Select a set in the list.
2. Hover over a question and select Lock question.
3. Drag locked questions to change their order.

Select Unlock question to return a question to rotation. Locks can be changed only on the first page of a set with the search box empty.

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Add and edit questions

Select Add question, write the question in the new row, and press Enter or select the check mark. The question joins the selected set, or the General set when All questions is selected. Remark suggests an icon as you type. To edit, select a question or answer and change the text. Then select Save changes, or Discard changes to undo. If your workspace supports more than one language, Save changes asks whether to save for the language you’re viewing only or to Save and translate to all languages. Editing a question keeps its current answer. Select the icon beside a question to choose a different one.

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Answers

Remark saves an answer the first time a shopper selects a question and replays it to later shoppers who select the same question. The Answer column shows a dash until a shopper has asked. Remark doesn’t save answers that contain details personal to the shopper. Saved answers expire after a while. Remark replaces an answer sooner when your intents or knowledge change, when a product it recommends is unpublished, or when someone leaves negative feedback on it. Once a question has an answer, you can:

• Edit the answer text
• Select Add recommended products to attach up to three products to the answer, or Edit recommended products to change them
• Open Actions and select Revert to generated answer to undo your edit

These edits change one answer at a time. To change how Remark answers a topic everywhere, update your Intents. An edit saved for one language only replaces the automatic translation in that language. To undo a question edit, open Actions and select Revert question to automatic translation. To undo these edits in every language at once, select Sync languages > Clear overrides.

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Scope settings

Select a set in the list, then select Scope settings. The button is highlighted when the set is frozen or has its own instructions.

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Freeze a set

A set starts out AI managed. Select Freeze set and confirm to stop AI generation from adding, replacing, or archiving the set’s questions. The set keeps exactly the questions it has, including AI-generated ones, so review them before you freeze. A frozen set shows Frozen beside the page title. You can still add, edit, lock, and archive questions in a frozen set. Select Unfreeze set to return the set to AI management. Remark may then replace or archive its unlocked questions.

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Question generation instructions

Write instructions in Question generation instructions to steer which questions Remark generates for the set, for example “Focus on sizing and materials. Avoid questions about shipping.” Instructions on the General set apply to every set. Instructions on a product or page set add to them. Select Save instructions. Remark regenerates the set’s unlocked questions and shows a banner until it finishes. Locked questions stay as they are. Instructions shape the questions only. Answers come from the same AI that chats with shoppers, so change them through your Intents.

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Find and replace

1. Type the text to change in Find questions and answers….
2. Select Find and replace. The field shows how many matches Remark found.
3. Type the new text in Replace with… and select Replace all.

Find and replace changes every active question and saved answer in the selected language, across all sets, regardless of the set you have open. Matching ignores case. The replacement runs in the background, and answers update shortly after. If you leave Replace with… empty, Remark asks you to confirm before deleting every match.

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Archive and restore questions

Archived questions are no longer shown to shoppers.

• To archive one question, open Actions on its row, select Archive, and confirm.
• To archive several, select their checkboxes and select Archive. You can select up to 100 questions at a time, across pages.
• To restore questions, select Archived in the list, then select Restore from a row’s Actions menu or for a selection.

Archiving a locked question unlocks it.

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Troubleshooting

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A product or page isn’t in the list

Remark creates a product or page set the first time the inline activator loads on that page. Visit the page on your storefront, then refresh the Questions page. For page sets, check the page’s page-key in Page context.

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An answer shows a dash

No shopper has selected the question since its last answer expired or was replaced, or the answers so far were personal to the shopper who asked. The next shopper who selects it creates a saved answer.

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The lock button is disabled

The set already has four locked questions, or the table isn’t on the first page of a single set with an empty search. Clear the search, select the set in the list, and return to the first page.

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Questions didn’t change after saving instructions

Frozen sets never regenerate, so check whether the set shows Frozen. Locked questions also stay as they are. When you change the General set’s instructions, other sets regenerate the next time they load, at the rate described in Page context.

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The Questions page is missing

Ask a workspace owner or admin to give you the Storefront & branding permission.

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Related pages

• Use Page context to control which set the inline activator uses on each page.
• Use Chat widget settings to turn on and place the inline activator.
• Use Products to open a product’s questions from its details.
• Use Intents to change how the agent answers specific topics.