As soon as the Q&A section is set up and activated in the project, all its settings can be managed in the Settings menu.

The following tabs are available in the settings:

Workflow: review and change available Q&A roles in the workflow.
Users: manage the users involved in the Q&A communication.
Preferences: adjust notifications visibility and question numbering pattern, question and answer side privacy, and question limits.

💡 Only administrators with the Q&A role assigned can access and manage these settings.

Changing Q&A workflow

In the Workflow tab, you can review and change the Q&A roles that were initially chosen during the Q&A setup. The workflow can be entirely changed by switching between Basic and Advanced tabs and selecting or deselecting the required Q&A roles.

If you remove an existing role, the users assigned to it will no longer have access to the Q&A section. To enable their access to Q&A, you need to assign them another Q&A role.

Please keep in mind that:

If you remove the Question drafter role, then questions created by users with this role will remain unchanged, awaiting submission by the Question submitter.
If you remove the Expert role, the questions assigned to experts will become unassigned. The answer coordinator can answer unassigned questions.
If you remove the Answer approver role, then submitted answers with the status Awaiting approval and Answer rejected will remain in the same status. The answer coordinator won't be able to submit answers to such questions. Hence, we recommend answering all remaining questions before removing the Answer approver role. If there is no need to provide answers to questions awaiting approval or with a rejected answer, then the Answer coordinator can close such questions.

💡Answer approver role is available with Premier and Enterprise subscription.

Click Save in the bottom-left corner to apply the changes.

Changing Q&A users

In the Users tab, you can review and edit the Q&A participants. This section is divided into Question and Answer side, and the roles correspond to the selected workflow.

On the question side, you can create new question teams and manage existing ones.

To edit the question team:

Hover over the question team name and click the pencil icon to rename the team or click the bin icon to delete the whole team and its members. Hover over the team logo to upload a logo.

Click +Add button next to the role name to assign new users to the question team.
Hover over a participant’s name and click Remove to delete the user from the question team.
Drag and drop the users between the roles for quick role reassignment.

Once the whole question team or selected users are deleted, they can no longer access the Q&A section. The questions created by deleted users will remain unchanged, and other users with the corresponding access will see these questions.

On the answer side, there are 3 available roles: Answer coordinator, Expert, and Answer approver, which will be present depending on the selected Q&A workflow.

If there is a new role without users assigned, click +Add to assign users.
If you need to reassign a user or delete them from the Q&A section, hover over the user’s name and click Remove.

💡 At least one user should be assigned to each Q&A role. Each user can be assigned to one Q&A role at a time.

Click Save in the bottom-left corner to apply the changes.

Learn more about changing Q&A roles for users.

Question categories

If the Expert role is enabled in Advanced workflow, you can select between Manual assignment of questions and Auto-assignment.

Manual assign means that Answer coordinator will have to assign questions to the Experts manually, directly from a thread, and the categories won’t be enabled.

Auto-assign means that the categories will be enabled, and the questions assigned to a specific category will be automagically routed to the respective experts.

When you have Auto-assign enabled, you can then manage and create new categories directly from the Users tab of the Q&A setup.

Here, you can first select the view of the categories management:

By experts view allows you to add users to the expert role first, and then create a category they will be responsible for.

To add a new expert, click +Add button next to the Expert role row. To add a new category, click on the category icon next to the expert user’s name.

Managing categories from this view:

Assign categories to experts and create new categories by clicking the category icon next to the expert user’s name.

To delete a category, hover over its name on the list and click the bin icon.

Change the category or unassign it from an expert by clicking on the pencil icon next to a category name and unchecking the box.

By categories view allows you to add the categories first, and then assign the respective experts.

By default, you’re going to have three categories already created: Finance, Legal, and Tax. You can edit or delete these categories the same as the ones you create.

There is a specific category for Unassigned experts. Add participants to this category if you still want to assign some questions manually with Auto-assign mode enabled.

Managing categories from this view:

To add a new category, click the +Add category button, type the name of the new category in the text input field and click Enter.

To edit an existing category, hover over its name on the list and click the pencil icon to rename the category. Click Enter to save the changes to this category.

To delete a category, hover over its name on the list and click the bin icon.

If the category was deleted, existing questions created with this category would get the property No category assigned instead of the category name.

Learn more about question categories and their usage.

Changing your preferences

Extended email notifications

Show Q&A message details such as subject, author, priority, category, message text, and attachments in email notifications. By default, all sensitive information is hidden in email notifications. Enable this setting to let users have a quick question overview right from their inbox.

Team name visibility

Show question team names to experts. By default, experts can only see that the question is from a Q&A participant. Enabled setting allows experts to see the names of question teams that raised the question.

Answer side anonymity

If enabled, question side participants will see aliases instead of real answer side participant names. This setting is disabled by default.

Automatic question indexing

Here, you can select the view of the question threads list:

Random ID: alphabetical-numerical ID assigned to all questions that makes it impossible to track the overall number of questions.
Sequential numbering: numerical ID assigned to questions in order of creation.

💡 If you change the Q&A indexing from random ID to sequential numbering, all questions will be renumbered accordingly.

Question limits

Here, you can review and edit the question limits for existing question teams. To enable question limits, switch the toggle on.

To set a question limit for specific teams:

Select a time span from the dropdown values.
Enter the number of questions, either total or specified for each priority.
Optionally, enable the setting to restrict questions on the selected days.

The option "All time" has no time frame, so submitting new questions will be locked as soon as the specified limit is reached.

To remove an existing question limit, select No limit in the dropdown menu. You can also disable limits for all question teams by switching the toggle off.

Click Save in the bottom-left corner to apply the changes.

Learn more about team question limits.