Enquiries and Contacts: Managing E-Commerce Interactions

Learn how Kuvera Arc’s Enquiries and Contacts module helps you track purchase-intent records and general website messages from your e-commerce store.

The Enquiries & Contacts module helps you manage customer interactions from your e-commerce website. Use it to separate purchase-intent records from general contact messages, so your team can prioritize sales follow-ups and customer support requests appropriately.

Enquiries and Contacts are stored as separate record types within the same module. This helps you prioritize sales opportunities while still managing general communication in one place.

Record types

Kuvera Arc separates e-commerce interactions based on customer intent.

Enquiries

An Enquiry is a purchase-intent record. It is created when a customer takes an action that suggests they are interested in buying, such as adding products to a cart, moving through checkout, or submitting a product purchase request.

Use Enquiries as pre-sales leads for proactive follow-up.

Contacts

A Contact is a general communication record. It is created when a customer submits the contact form on your e-commerce website to ask a question, request support, share a concern, or get more information.

Use Contacts for customer service and general communication handling.

Access Enquiries & Contacts

E-Commerce Management in the sidebar

1. Open E-Commerce Management

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

2. Select Enquiries & Contacts

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

   Enquiries & Contacts page

3. Switch record types

   Use the Enquiries and Contacts tabs to move between purchase-intent records and general messages.

Module layout

The Enquiries & Contacts page uses two tabs with a consistent layout.

Enquiries tab

Shows customers who have shown purchase intent through cart, checkout, or product interest activity.

Contacts tab

Shows general messages submitted through the website contact form.

Search

Search by customer name, email, or another keyword to find records quickly.

Filter Data

Narrow records by date range to focus on a specific period of activity.

Enquiries tab

The Enquiries tab is the default view when you open the module. It lists customers who have shown purchase intent on your e-commerce website.

Enquiries tab

What it shows

Enquiries may include cart activity, checkout activity, product purchase requests, or other purchase-intent interactions from your e-commerce website.

How to use it

Use this tab to identify potential buyers, review products they were interested in, and prioritize follow-up.

Record details

Open an enquiry record to review customer information, interested products, and the estimated value of the enquiry.

Contacts tab

The Contacts tab lists general website messages submitted through your contact form.

Contacts tab

What it shows

Contacts include customer name, phone number, email address, submission date, and message details.

How to use it

Use this tab for support requests, questions, general communication, and customer service follow-up.

Record details

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

Search and filter records

Both tabs include search and date-range filtering.

Search and Filter Data controls

Search records

Search by customer name, email, phone number, or keyword.

Date range filter

Filter records by submission or activity date.

Use date filters to review a specific campaign period, sales period, or support window.

View record details

Records in this module are view-only. You can open any enquiry or contact to see full details, but you cannot edit or delete the submitted information from within Kuvera Arc.

1. Choose a tab

   Open either Enquiries or Contacts.

2. Find the record

   Use search or filters to locate the record you want to review.

3. Open the details

   Click the available view or action option for the record.

   Record details view

Read-only records protect the integrity of customer interaction history.

How records are created

Records are generated automatically from your connected e-commerce website.

Enquiries

Created when customers engage with product purchase flows, such as cart, checkout, or product interest actions.

Contacts

Created when customers submit the contact form on your website.

If you are not seeing enquiries or contacts, verify that your e-commerce website is connected to Kuvera Arc and that the relevant forms or checkout flows are active.

System behavior

Automatic creation

Enquiry and Contact records are created automatically from e-commerce activity. Manual entry is not required.

Separate record types

Enquiries and Contacts are stored separately and accessed through their respective tabs.

Read-only listings

Listing views are read-only. Records cannot be edited from within Kuvera Arc.

Details view

You can open any record to review its full details in a side panel or modal.

Search and filters

Search and date-range filters are available on both tabs.

Use Enquiries for sales pipeline visibility and customer conversion follow-up. Use Contacts for support handling and general communication.