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How to Use the 'Help Info' on Attributes

Help Info inside an attribute creates a quick link for your customers to view additional information about that attribute. Here's how you can get that set-up:

There's a Help Info box at the bottom of page when you create a new attribute. 

Put whatever you need to explain this attribute, images, instructions, clarification, etc. 

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On the order page, a blue help icon will show near the attribute name:

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Click on the i and a modal will open with helpful information! 

 

Then just click on the link and a modal will open up with helpful information! This modal pops up at 80% of the current screen size, so customers will be able to view all of the information without dragging and expanding the help window! 

Also, if your customers need to reference the Help info while they order, they can simply click on the New Window icon in the top left corner of the pop-up! This will open the help information in a new tab so that you customer can click back and forth between the help page and the order page. 
Help Modal

 

Troubleshooting: Help Info Icon Not Showing

You have added Help Info to an attribute and saved it, but the blue (ℹ) icon does not appear on the order page.

Root Cause: The Attribute Is Not Visible on the Order Page

The Help Info icon only renders when the attribute is actively displayed to the user on the order form. If the attribute is hidden or its display is controlled by a conditional formula, the icon will not appear — regardless of whether Help Info has been filled in.

This attribute is typically controlled by product logic. Its visibility on the order page depends on whether the product configuration evaluates a condition that causes the field to be shown to the customer. If the field is not rendered in the order form UI, the Help Info icon has no place to attach and will not display.

Diagnostic Checklist

Work through these checks in order:

#

Check

How to Verify

1

Is the attribute visible on the order page?

Place a test order. Does the attribute field appear at all?

2

Is the attribute assigned to the product?

Go to Products → select the product → confirm the attribute is listed under its assigned attributes.

3

Is there a display condition (Show If / Hide If)?

In the attribute settings, check for any conditional visibility rules. If a Show If formula evaluates to false for the current product configuration, the field — and its help icon — will be hidden.

4

Is the attribute set to Non-Visible (internal only)?

In the attribute editor, confirm the Visible toggle is ON. Non-visible attributes are used for calculations only and are never displayed to users.

5

Is the Help Info content actually saved?

Re-open the attribute editor and confirm the Help Info field is not blank. Sometimes a save fails silently — re-enter and save again.

6

Is the Order Page Width set too narrow?

In Formatting Settings, check the Order Page Width field. If this value is too small (e.g., 12 characters), there is insufficient horizontal space for the blue help icon to render next to the input. Increase the width to give the icon room to display.

7

Is the correct product catalog/category being tested?

Help Info and attribute visibility are product-specific. Confirm you are testing the exact product the attribute is assigned to.

Fix: Making the Attribute Visible

If Check #3 or #4 identified the issue, here is how to resolve it:

If the Order Page Width is too narrow (Formatting Settings):

  • Navigate to Products → Attributes → open the attribute.
  • Scroll to the Formatting Settings section.
  • Find the Order Page Width field. If this is set to a small number (e.g., 12 characters), the input box is rendered too narrow for the help icon to appear alongside it.
  • Increase the Order Page Width value to provide enough horizontal space — typically 20+ characters is sufficient for the icon to render correctly.
  • Save and reload the order page to confirm the icon now appears.
  • Navigate to Products → Attributes → open the attribute.
  • Review the Show If / Hide If logic in the attribute settings.
  • Adjust the condition so that it is visible when the customer should see the help context.
  • Save and test with a new order.
  • Open the attribute editor.
  • Toggle the Visible setting to ON.
  • Save. The blue help icon will now appear on the order page once the field is rendered.

            In the attribute editor under Formatting Settings, the Order Page Width field controls how many characters wide the input box is on the order form. A value like 12 is very narrow and leaves no room for the (ℹ) icon to render. The Output Page Width field next to it controls the width on printed/exported output and does not affect the help icon.

                    If the attribute is set to Non-Visible:

                          If attribute info must remain as a non-visible (calculated) attribute for order processing purposes, consider adding the help context to a visible companion attribute or to the product-level description instead. This ensures customers can still access the guidance even when the field itself is hidden.

                           

                          Help Info on Images — Known Limitation

                          The current Help Info field supports text and HTML. If you are trying to display an image in the Help Info modal and it is not rendering:

                          • Ensure the image is hosted at a publicly accessible URL (not a local file path or internal network path).
                          • Use a standard HTML img tag in the Help Info editor if the rich-text editor does not support direct image upload.
                          • Test the URL directly in a browser to confirm it is accessible outside your network.
                          • KB: How to Use the Help Info on an Attribute
                          • KB: Product Attribute Types Overview
                          • KB: Using Show If / Hide If Conditional Visibility on Attributes
                          • KB: Setting Up Non-Visible (Calculated) Attributes

                                 Quick Reference Summary

                                Symptom

                                Most Likely Cause

                                Help icon not showing at all

                                Attribute is not visible on the order page (hidden, non-visible, or conditional logic evaluating false)

                                Help icon not showing — field is visible but icon missing

                                Order Page Width in Formatting Settings is set too narrow — increase the character width to give the icon room to render

                                Help icon shows but modal is blank

                                Help Info content was not saved — re-enter and save

                                Help icon shows on some products but not others

                                Attribute visibility or assignment differs per product — check product-specific attribute settings

                                Image in Help Info not displaying

                                Image URL is not publicly accessible — re-host the image at a public URL

                                Modal opens, but is too small to read

                                Customers can use the New Window icon (top-left of modal) to open in a full browser tab

                                7. Related Resources

                                • KB: How to Use the Help Info on an Attribute
                                • KB: Product Attribute Types Overview
                                • KB: Using Show If / Hide If Conditional Visibility on Attributes
                                • KB: Setting Up Non-Visible (Calculated) Attributes