E-commerce
Work with online store contact messages
Read the messages submitted through your connected store's contact form, open the full concern and handle them as service rather than sales work.
Updated 12 September 2026
Contacts are messages. Somebody filled in the contact form on your connected online store with a question, a complaint, feedback or a request. Contacts are kept apart from enquiries because they need a customer service response.
Open the list
- Open Enquiries and Contacts.
- Click the Contacts tab in the tab navigation.
The controls
- A search box, which looks across both enquiries and contacts.
- Filter Data, with a date range filter, plus Apply Filter and Clear.
- A record count showing how many records the current view is displaying out of the total.
The table
Columns are the serial number, customer name, phone number, customer email, contact date and a view icon.
Read a message
Click the view icon on a row. A detail panel opens with:
- Customer information: name, phone number, email and contact date.
- The customer concern: the message exactly as it was submitted, including any question, feedback or issue raised.
Click Close Preview to return to the list.
How to work the list
- Read new messages every day, oldest first. An old unanswered message is the one most likely to become a public complaint.
- Reply using the phone number or email on the record. Kuver Books does not send the reply for you.
- Check the name against your customer list. A message from an existing customer may be about an open invoice or a delivery.
- If the message is really about buying, treat it as an enquiry and follow up in Sales.
What you cannot do here
Contacts are read-only. You cannot edit or delete them from this module, so the record stays exactly as the customer wrote it. Keep your own note of the reply somewhere else, or on the customer’s log if the person is already a customer.
Why the two lists are separate
If questions and purchase enquiries were in one list, sales follow-ups would wait behind support questions, and support questions would get lost among carts. With two tabs, you have two separate lists to work through each day.
For purchase intent, see Work with online store enquiries.