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How to edit your Contact Us page and choose who receives messages

  • Updated

Messages sent from your website's Contact Us form go to the Email Address set on Communications > Configurations > Contact Us, or, once you add subjects, to up to five addresses for the subject the visitor picks. Every message is also saved under Communications > Contact Us Tickets, where you read it and mark it complete.

Applies to: Org admins · All plans · Legacy content editor and Editor 2.0 websites

Where: Communications > Configurations > Contact Us (tabs Contact Info & Custom Text and Add Contacts); Communications > Contact Us Tickets

Set the default recipient and contact details

  1. Go to Communications > Configurations > Contact Us. The Contact Info & Custom Text tab opens.
  2. Under Public Site Contact Information, enter the Full Name of your contact person.
  3. Enter the Email Address that should receive Contact Us messages. The page labels it "Default recipient for Contact Us submissions".
  4. If you like, enter a Telephone number (all 10 digits) and Contact Hours (days and times, up to 25 characters).
  5. Click Save.

What you'll see: "Save Successful." On a legacy website, the standard text at the top of the Contact Us page invites visitors to use the form or to email that address directly. When you've entered a Telephone, it adds that visitors can call your contact at that number during your Contact Hours.

Change the text at the top of your Contact Us page (legacy websites)

  1. On the same tab, under Custom Page Text, type your wording in the Custom Text box.
  2. Check Override Default Text.
  3. Click Save.

What you'll see: your text replaces all of the standard text, including the email address and phone number, so add them to your text if you still want them shown. Uncheck Override Default Text to go back to the standard text; your custom text is kept for later.

On an Editor 2.0 website, the Contact Us section shows whatever is saved in this Custom Text box, whether or not Override Default Text is checked, and you add any other wording around the form in the Site Editor. Once the Editor 2.0 website is live, Custom Page Text no longer appears on this page. To clear text left over from your old website, see CMS: Remove leftover HTML code showing on your Contact Us page after migration.

Change the confirmation email visitors receive

After sending a message, the visitor gets an email with the subject "We have received your email | (your organization's name)". By default it thanks them, includes a copy of what they sent, and says you'll respond as soon as you can. Their replies to it go to your default Email Address.

  1. Under Custom Email Text, type your message in the Custom Text box.
  2. Check Override Default Email Text.
  3. Click Save.

What you'll see: visitors get your text instead of the standard message, on both website editors. It replaces the whole message, so it doesn't include a copy of what they sent. The email your recipients get doesn't change.

Send each topic to the right people (Add Contacts)

  1. On the Contact Us page, click the Add Contacts tab.
  2. Click Add Subject.
  3. Enter a Subject Name (up to 50 characters), such as Registration.
  4. Enter Email Address 1, and up to four more in Email Address 2 to Email Address 5.
  5. Leave Visible (in Public Site) checked to show the subject now, or uncheck it to set it up for later.
  6. Click Add.

What you'll see: "The Subject was successfully created." The subject joins the list, and your Contact Us form shows a Subject list that visitors must choose from. A message goes to every address on the subject the visitor picks, and not to the default Email Address.

Each subject row has three icons: the eye shows the subject on the form (green) or hides it (red), the edit icon changes its name and addresses, and the red X deletes it after you confirm. Drag a row up or down to change the order of the list visitors see.

Read and answer messages (Contact Us Tickets)

  1. Go to Communications > Contact Us Tickets.
  2. Check the Date Range; the list opens on the last 30 days. To narrow it down, type part of a subject name in Subject.
  3. Click Update.
  4. Click the magnifying glass on a row to open View Contact Us Ticket.
  5. To answer, click the visitor's Email address. It opens a new message in your own email program; TeamSideline has no reply box.
  6. Click Mark Complete.

What you'll see: the list shows Ref #, Date/Time, Subject, Name, the first 100 characters of the Message and the Status (Pending or Complete), 20 tickets to a page. An open ticket shows the Ref #, Date, Status, Subject, Name, Phone, Email, Host Addr and the whole Message. To complete a ticket without opening it, click the empty checkbox icon on its row and confirm.

Your recipients also get each message by email, with the subject "Contact Us Email from User | (your organization's name)". A reply to that email goes to the address the visitor typed.

What visitors fill in

On a legacy website, the Contact Us form asks for a Subject (only when you have visible subjects), First Name, Last Name, Telephone (optional), Email Address, a Message of up to 500 characters, and a Verification code: to block spam, visitors type the code shown in an image. The code isn't case-sensitive, and visitors can ask for a new image. After Submit they see "Thank you. Your message has been sent."

The Contact Us form on an Editor 2.0 website uses the same subjects, recipients, tickets and emails. Its Message box also holds up to 500 characters, and the limit can't be changed. For longer messages, add an email link or an Entry Form to the page. A subject you add or hide can take a few minutes to show there.

If it doesn't work

  • "Contact Full Name is required." or "Contact Email Address is required." Fill in Full Name and Email Address under Public Site Contact Information, then save.
  • "Telephone field appears to be incomplete." Enter all 10 digits, or clear the Telephone box.
  • "The format of the Email Address you entered has a problem. Please look at it again and make sure you have entered it correctly." Type the address again instead of pasting it; pasting can add spaces you can't see.
  • "You must enter a Subject Name.", "You must enter an Email Address 1." or "Email Address 2 is invalid." (or 3, 4 or 5). Each subject needs a name and at least Email Address 1, and every address must be a valid email address.
  • A message didn't reach the person you expected. If the visitor picked a subject, only that subject's addresses got it. Open the ticket to see which subject was picked, check that subject's addresses on Add Contacts, and look in spam or junk folders.
  • Someone sent a message, but there's no ticket and no email. To stop spam, the form accepts three messages in two hours from the same email address or the same internet connection. Later messages in that window aren't saved or emailed, and a legacy website still shows the thank-you message. If you're testing your own form, wait two hours between rounds of tests.
  • "The Verification code is incorrect. Please try again." The visitor typed the code wrong. Type it again, or ask for a new image.
  • "Subject field is required." The visitor didn't choose a subject from the list.
  • The visitor gets an error page after clicking Submit (legacy websites). The message contains text that looks like web code, such as <b> or </. Remove the < characters and send it again.
  • Custom Page Text is missing from the Contact Us page. Your Editor 2.0 website is live. Change the wording around the form in the Site Editor, and ask TeamSideline Support to remove text left over from your old website.
  • Your reply to a message bounced. Open the ticket and check the visitor's Email address. If they typed it wrong, the ticket's Phone, if they gave one, is the only other way to reach them.

Good to know

  • The default Email Address is public. A legacy Contact Us page shows it in its standard text, and the cart and order confirmation pages show it in the note that tells families where to send questions, with your contact's name, Telephone and Contact Hours when you've entered a Telephone. Use an address you're happy to share.
  • Each address on a subject gets its own copy. If the default address should also get a subject's messages, add it to that subject.
  • Hiding or deleting a subject removes it from the form. Tickets you've already received keep their subject.
  • A ticket can't be deleted, can't hold notes, and can't go back to Pending once it's complete.
  • The form is for the public to reach your organization, not TeamSideline. When an admin opens a legacy Contact Us page while signed in, a reminder says so.
  • On an Editor 2.0 website, contact details shown elsewhere on the site, such as a phone number in the footer, are edited in the Site Editor. See CMS: Business Information.
  • If Contact Us or Contact Us Tickets is missing from your Communications menu, your admin role doesn't include it. Ask an administrator to add it.

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