Viewing and Managing Website Contact Messages in Kuvera Arc

Learn how to use the Contacts Listing Page in Kuvera Arc to browse, search, filter, and review general messages submitted through your e-commerce website.

The Contacts Listing Page captures general messages, questions, and support requests submitted through the contact form on your e-commerce website. Use it to review non-purchase communication separately from purchase-intent enquiries.

Contacts are different from Enquiries. Enquiries reflect purchase intent, while Contacts reflect general communication such as questions, concerns, or support requests.

Access Contacts

Enquiries & Contacts in the E-Commerce Management sidebar

1. Open E-Commerce Management

   In the left navigation panel, click E-Commerce Management.

2. Select Enquiries & Contacts

   Click Enquiries & Contacts. The page opens with the Enquiries tab active by default.

   Enquiries & Contacts page

3. Switch to Contacts

   Click the Contacts tab at the top of the page. The listing updates to show general contact message records.

   Contacts tab

Contacts table

The Contacts tab displays messages submitted through your website’s contact form.

Contacts Listing Page

SN

Serial number of the contact record in the current listing.

Customer Name

Name submitted by the customer on the contact form.

Phone Number

Customer phone number provided in the form.

Customer Email

Customer email address.

Contact Date

Date the contact message was submitted.

View

Opens the contact detail panel for the record.

The listing view is read-only. You cannot edit or delete contact records from this page.

Search contacts

Use the search bar to locate a specific customer or message.

Search contacts

You can search by:

• Customer name
• Email address
• Phone number
• Other identifying details available in the listing

Search by email address to find messages from a specific customer, especially if they submitted the contact form more than once.

Filter contacts by date

Use Filter Data to narrow the Contacts listing to a specific date range.

Contacts filter panel

1. Open the filter panel

   Click Filter Data on the Contacts Listing Page.

2. Set your date range

   Enter a start date and an end date to show only contact records submitted during that period.

3. Apply or clear the filter

   Click Apply Filter to update the listing, or click Clear to return to the full unfiltered view.

Filters on the Contacts tab apply only to contact records. The Enquiries tab has its own separate listing and filters.

View a contact message

Open a contact record to read the full message submitted by the customer.

1. Find the contact record

   Locate the record in the Contacts table using search or date filters.

2. Click View

   Click the View icon on the corresponding row.

   View contact action

3. Review the detail panel

   The contact detail panel opens with customer information and the full customer concern.

   Contact detail panel

4. Close the preview

   Click Close Preview to return to the Contacts Listing Page.

Contact detail contents

Customer information

The customer information section shows:

• Customer Name — name the customer provided
• Phone Number — customer contact number
• Customer Email — customer email address
• Contact Date — date the message was submitted

Use the email address or phone number to follow up through your preferred communication channel.

Customer concern

The Customer Concern section shows the full message submitted through the website contact form.

Read this carefully before responding so your reply addresses the customer’s actual question, issue, complaint, or request.

Manage contact messages

Respond to a message

Kuvera Arc stores the contact record but does not send replies automatically. Use the customer’s email address or phone number to respond through email, phone, or your support platform.

Track handled messages

If your setup does not include a status or resolution field on contact records, maintain a separate tracking process to record which messages have been answered.

Treat sales-related contacts carefully

If a contact message contains product interest or buying intent, check the Enquiries tab for a related enquiry record. You may want to treat it as a sales opportunity.

Handle missing contact details

If phone or email is missing, the field may have been optional on your website form. Review your website form configuration if those fields should be required.

Contact records are read-only and reflect what the customer submitted through your website. Verify details directly with the customer if needed before taking action.

Review the Contacts Listing Page regularly and filter by recent dates to make sure customer messages are not missed.