Managing Messages
Read, reply to, search, and organize customer messages in your dashboard.
The Messages page (e2c.store/admin/messages) is your inbox for messages sent through your store's Contact Us page.
Finding new messages
- A dot appears on Messages in the sidebar when you have unread messages.
- The notification menu in the top bar lists your newest unread messages (up to 5).
- The Messages page opens on the Inbox tab.
Tabs
| Tab | Contains |
|---|---|
| Inbox | Messages you haven't replied to yet |
| Sent Messages | Messages you've replied to, showing the customer's message and your reply |
| Trash | Messages you've moved to the trash |
Each message in the list shows the sender's name, the subject, the start of the message, and when it arrived. Unread messages appear in bold.
Reading a message
Click a message to open it. You'll see the sender's name, email address, the date and time, and the full message. Opening an unread message marks it as read.
Replying to a message
Open the message
Click the message in your Inbox.
Click Reply
Click the Reply icon (curved arrow) at the top right of the message.
Write your reply
- Subject: required, up to 100 characters. It isn't filled in for you, so type something like "Re: your question about sizing".
- Message: required, up to 5,000 characters. Plain text.
Send
Click Reply. Click Discard to close without sending.
When your reply is sent, you'll see "Reply sent successfully." and the conversation moves to Sent Messages.
What the customer receives
The customer gets an email with your subject line. The email says "Your Store has replied", shows your message, and has a Contact Your Store button that links to your store.
Replies are sent from E2C's contact-form address, not your own email, and the customer can't reply to that email to reach you. To continue the conversation, they use your store's Contact Us page again, which creates a new message. If you expect a longer conversation, include your own contact details in your reply.
You can reply to each message once, and only from the Inbox. After that it's in Sent Messages without a Reply button.
Organizing messages
Mark as read or unread
- Tick one or more messages (or the box at the top to select all).
- Click the More Actions (three dots) button.
- Choose Mark as Read or Mark as Unread.
Move to trash
- Tick the message(s).
- Click More Actions (three dots) and choose Trash.
Recover from trash
- Open the Trash tab and tick the message(s).
- Click the Recover icon in the toolbar.
Recovered messages go back to Inbox, or to Sent Messages if you'd already replied.
Search
Type in the Search Here... box to filter the current list. It matches the sender's name, subject, and message text.