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How to Use Questions
How to Use Questions

Questions allow you to create customisable queries for customers to answer before completing a booking.

Lucia Burin Sestakova avatar
Written by Lucia Burin Sestakova
Updated over 2 weeks ago

Questions can be either open-ended, close-ended or opt-in, ensuring essential information is gathered efficiently.

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Visibility settings enable questions to be displayed by whitelisting or blacklisting destinations, resellers or products, or restricted to specific sources, such as Web Checkout or Backoffice. You can also apply badges to questions, providing instant visibility of customer responses within the order details.

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Create Question

  1. In the Ventrata dashboard, go to the Products > Questions .​
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    Products - Questions

    Questions
    ​​

  2. Press the + New Question button in the action bar.
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    + New Question

    New Question
    ​    ​​

  3. Enter a name for the question.
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    Internal Name
    ​

  4. Add new or existing tags. Tags are internal references and can be used to mark also bookings, items, extras, products, etc.

  5. Check the 'Match Tier' box to display the question only on bookings where items, extras or products with the same tag are selected.
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    Tags​
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    📒 NOTE
    ​    Although destinations and checkouts also support tags, it is currently not possible to show questions based on these parameters.
    ​

  6. Upload a cover image for the question, which will be displayed on the web checkout.
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    Cover
    ​    ​


    📒 NOTE
    ​    We recommend using high-quality images sized 500 x 300 px.
    ​

  7. Enter the question itself in the 'Label' field. This is the formulation the customer will answer.
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    Label
    ​


    📗 TIP
    ​    If you operate in multiple languages, enter the translation for each language variation.
    ​

  8. Provide a hint for the customer explaining why their answer to the question is needed.
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    Hint

    Hint
    ​    ​​

  9. In the 'Options' field,
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    • for a close-ended question, provide the answers the customer will see in separate rows under the 'ANSWER LABEL' column. Options can include simple YES/NO answers, longer responses or a list of choices for the customer to select from.
      In the 'ANSWER VALUE' column, enter the value displayed in the Backoffice. These values should

      • ensure consistency across multiple languages

      • improve reporting readability

      Options - Close-Ended Questions
      ​      ​


      ​📒 NOTE
      ​      Customers can choose only one answer.
      ​

    • for an opt-in question, provide only one answer

    • for an open-ended question, leave the 'Options' field empty to allow the customer to provide their answer in their own words
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      Options: Open-Ended Question

      Options - Open-Ended Questions
      ​      ​​

  10. Check the 'Badge' box to assign a badge to the booking, when the question is answered.

  11. For opt-in questions (a single answer is provided and the customer may or may not check the box), enter a 'Badge Tag' - a recognisable text when the badge is applied.

    📒 NOTE

    For close-ended questions (where customers choose one option from multiple choices) and open-ended questions (where customers provide a free-form answer), the badge is populated with the given answer.

  12. Select the colour of the badge.
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    Badge

    Badge
    ​    ​

  13. You can make the question required and the customer cannot complete the booking without first answering the question.
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    Required

    Required
    ​    ​

  14. If the question is open-ended and no options are provided, you can limit the customer's answer to a certain number of characters in the 'Max Length' field.

  15. Select the level at which the question applies:
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    • Order - the question applies to the entire order, not individual bookings

    • Booking - the question applies to a selected tour

    • Ticket - the answer to this question must be provided for each ticket in the selected tiers
      ​

    Max Length & Question Appears On
    ​

  16. If you chose 'Ticket' above, select the ticket tiers (right column) where the question will be displayed.

  17. Select which sources (left column) will display the question.
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    Question Settings

    Sources & Ticket Tiers​
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  18. Select destinations, products, resellers or reseller bands to blacklist them, that is to prevent the question from appearing to the selections. Conversely, uncheck the 'Whitelist All ... ' checkbox and select specific destinations, products, resellers or reseller bands to display the question only to those selections.
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    Blacklist & Whitelist
    ​    ​​

  19. Press the Create Question button.
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    Create Question

    Create Question
    ​

Questions in the Booking Flow

Questions are integrated into the standard checkout flow, appearing just before the final Checkout page and payment step. The examples below illustrate:

  1. Questions Flow - standard usage across all three levels:

    • Ticket

    • Booking

    • Order

  2. Request Wheelchair Access - a specific use case using questions

Questions Flow

The customer begins by selects a product. On the Tickets page, they choose the tiers and number of tickets they wish to purchase.

The setup may include a per-ticket extra ('Cancelation fee') and a per-booking extra ('Add a donation to my purchase').

Next, the customer selects their preferred date and tour time before pressing the Continue button.

Tickets Page

Depending on the product configuration, additional pages for pickups or upsell options may be displayed. These are followed by the Questions page.

On the Questions page:

  1. The customer is first shown the per-booking question.

  2. This is followed by a question for each individual ticket.

  3. Finally, the order-level question is displayed. If the customer adds another booking to the same order, this question is already pre-filled with the answer from the previous booking.

🎞️ Watch the entire flow

Questions - Multibooking

Questions Page - Per-Booking & Per-Ticket

Questions Page - Per-Order

The customer presses the Continue button to complete their order.

In the Backoffice, you can add columns for order- and booking-level question.

Bookings Table

Backoffice - Bookings

Answers are displayed using the 'ANSWER VALUE' entered during question creation, see step 9. of the Create Question section.

Questions Columns - Order Q (left) & Booking Q (right)

The booking detail shows booking-level questions in the Questions and Answers section,

Booking-Level Question

while ticket-level questions are displayed next to each ticket.

Ticket-Level Question

Request Wheelchair Access

This example illustrates how the Questions functionality replaces the 'Wheelchair Access Available' option on the Product detail page.

Example setup:

Setting

Option

Label

Do you require wheelchair access?

Options

Answer Label

Yes, I do.

Answer Value

Yes

Badge

✅

Badge Tag

Wheelchair Access

Required

🔲

Question On

Booking

Channel

Web Checkout

The customer selects a product. Then they select the number of units, date and tour time of the attraction if available. Then they press the Continue button where a page with all the questions associated with the booking appear. Once they answered the question, they continue to the Checkout and Payment pages to complete the booking.

Questions Page

On the Bookings page of the Ventrata dashboard, you can add the question column to display the customer's answer,

Bookings Table

Backoffice - Bookings

while the detail of the specific booking contains both the badge, which is immediately visible in the order details, and the question and the answer.

Booking Detail

Booking Detail

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How to Cancel and Refund Bookings
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