Where do I find messages from my store's contact page and how do I reply?
Every message a shopper sends from your store's contact page lands in "Customer messages". You can read it and reply by email from the dashboard.
In this article
When someone sends you a message from the contact page of your store, it arrives in a dashboard inbox called "Customer messages", and you can reply from there.
Where is the inbox?
In the side menu, under «المبيعات» (Sales), choose "Customer messages" («رسائل العملاء»). When a new message arrives you also get a dashboard notification.
What's on the page
- Cards at the top: "Total messages", "New", "Read" and "Replied".
- A search box for name, email or message text.
- The message list: status ("New", "Read" or "Replied"), sender, the start of the message, and the date.
How do I read and reply to a message?
- Click the "View message" icon on the message's row. A window opens with the sender's email, phone, the date sent and the full message.
- Type your answer in "Your reply".
- Click "Send reply". The reply is emailed to the customer and the message's status changes to "Replied".
If the reply couldn't be sent, you'll see "Could not send the reply." — try again a little later, or call the customer.
Keeping the inbox tidy
- "Mark read" and "Mark unread" help you remember which messages still need follow-up.
- The delete button removes a message after confirming "Delete this message permanently?" — it can't be restored.
Note: replies are sent from the platform's email address in your store's name, so if the customer answers your email it won't necessarily come back here. If the conversation needs follow-up, include a direct way to reach you in your reply (such as your store's WhatsApp number).
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