Questions

A question is a student's query about a lesson, with an official answer from your team. Unlike a comment, it does not become a conversation. Your team answers from the Support → Questions inbox.

The idea in one minute

The student asks once. Your team answers once and chooses who reads the answer:

• Reply in the lesson: the answer is public. Every student of the lesson sees the question and the answer.
• Reply to the student only: the answer is private. Only whoever asked sees the answer.

A public answer becomes an entry on the lesson: the next student with the same question finds the answer without asking. A private one is for what only that student should read.

You can correct the answer or replace it later. But each question has only one official answer.

The most important rule: review decides who reads the question before the answer. The public or private choice decides who reads the answer.

How a question arrives and is answered

The student writes the question below the lesson. They can attach a file, such as a screenshot or a short video. The question enters the Support → Questions queue as Pending.

Your team answers with formatted text, images and files. Administrators do not send questions: only students do.

Review first or publish right away

In Settings → Support → Questions, Review questions before publishing has two options: Review before publishing and Publish immediately.

Review does not decide whether the question needs an answer. Every question enters the queue. Review decides who else reads the question.

The path of a question, from asking to answering:

With a private answer, the other students only see the question if the account publishes immediately. They never see the answer.

When you pick Publish immediately, the screen warns you: students' questions will be visible to everyone immediately, and answers still depend on being published.

The statuses

The three statuses and what moves a question from one to another:

Edit reply corrects the text without changing the status.

One answer per question

• Publishing again replaces the previous answer. There is no second official answer.
• While you write, the answer is a draft. It saves on its own (Draft saved), and the student does not see it.
• On a question already answered and reopened, the student keeps seeing the previous answer until you publish the new one.

Heads up: this is where most mistakes happen. Pedro wants to add a sentence to a public answer. He clicks Mark as open. The account reviews questions before publishing. Result: the other students stop seeing the question and the answer until he publishes again. To simply add to the answer, use Edit reply: it corrects it in place, without taking anything off the lesson.

Mark as open sends the question back to the queue without removing the published answer. Whoever asked keeps seeing the answer. Reopening does not notify the student.

The protections and what the student sees on the channel

• Minimum characters: the minimum length of a question. It is 10 until you set another number.
• There is no interval between questions. But the same text on the same lesson is refused for two minutes.
• Channel name: the tab on the lesson and in the student area menu. Empty, it stays Questions.
• Question field text: the hint in the empty field. Empty, it stays Ask your question.
• Sort by and Open in a new tab apply to your queue. Sort by has Newest first and Oldest first.

The questions inbox

Support → Questions has three panels: the list, the conversation and the details.

The list.

• The search is called Search question.
• The filters are Status (Pending, Public, Private), Product and Module.
• The inbox opens on Pending.
• Each row shows the student, when they asked and an excerpt.

The conversation.

• At the top: the lesson, the product and the status badge.
• Below: the student's question with its attachment and, if there is one, the answer. An image shows as a thumbnail, a video plays right there and other files are for download.
• On a pending question, the bottom holds the answer editor, with formatting, images and files. The / key attaches files or images.
• Below the editor are the two buttons: Reply to the student only and Reply in the lesson.
• On an answered question, the bottom shows Mark as open.
• The bubble of your answer has the Edit reply and Delete reply menu.

The details.

• The Student: name and View profile.
• The Question block: Status, Opened on, Product, Module and Class. The lesson link opens the lesson as the student sees it, in another tab.
• The Actions: View student profile, Pin or Unpin, Mark as open and Delete.

Step by step

Answer a question

1. Open Support → Questions.
2. Click the question.
3. Read the question and the attachment.
4. Write the answer in the editor.
5. Click Reply in the lesson or Reply to the student only.

The queue opens on Pending. The draft saves on its own. If you leave and come back, the screen tells you: You have a draft in progress. The student cannot see it until you reply.

After you answer, the question leaves Pending, the student gets the notice and the draft is discarded.

Correct a published answer

1. On the answer's bubble, open the menu.
2. Click Edit reply.
3. Correct the text in the editor.
4. Click Save changes.

The correction takes the answer's place. The student gets no new alert: the correction shows up in the answer they already know.

Turn a private answer public (or the other way around)

1. Click Mark as open.
2. Click Reply in the lesson or Reply to the student only.

The student gets no new alert. If the account reviews questions before publishing, a question answered privately stays invisible to the other students.

Withdraw an answer

• Delete reply, in the bubble menu, erases only your answer. The question goes back to Pending, and the editor appears again for you to write the right one.
• Delete, in Details, erases the student's question along with the answer.

Neither can be undone.

Pin a question to the top of the lesson

1. Open the question.
2. In Details, click Pin.

The question moves to the top of the lesson. Unpin undoes it. A pinned question follows the rules of who sees what: private or still under review, it does not show to the other students.

What the student sees

• Below the lesson: the tab with the Channel name. Inside it, the field with the Question field text and the attach button.
• They can delete their own question.
• On the first publication of the answer, public or private, they get a notice in the student area.
• Corrections, switches between public and private, and reopenings do not notify again. There is no email with the text.
• With Questions turned off in their form, they do not see the channel.

Good to know

Frequently asked questions