How to Send Conversations to Buyers

A conversation is a message sent between two members on Etsy. As an Etsy seller, Conversations are the main way you can communicate with your buyers on Etsy.

To view your Conversations:

  1. On Etsy.com, click Shop Manager.
  2. Click Conversations.

How to reply to a Conversation

To reply to a Conversation:

  1. From Conversations, click a conversation with a buyer.
  2. Type your response in the text box.
  3. Click Send.

When you reply to a conversation, you can use saved replies and attach files.

How to start a Conversation with a buyer

If you need to contact a buyer about an order, you can start a Conversation with them:

  1. In Shop Manager, click Orders & Shipping.
  2. Find the order you want to contact a buyer about.
  3. Click the Conversation button on that order.
  4. Type your message in the textbox.
  5. Click Send.

How to attach files to Conversations

To attach files:

  1. In Conversations, click the attach image button.
  2. Select the file or files you want to attach. You can send up to 3 files of these types: .jpg, .gif, .pdf, or .png.
  3. Click Choose.

The files can be up to 10,000 x 10,000 pixels or 100MB.

How to set an auto-reply for Conversations

You can set up a temporary auto-reply for your Conversations. If you’re leaving your shop for a couple days, or will be slow to respond, you can use auto-replies to let shoppers know.

To set up an auto-reply:

  1. On Etsy.com, click Shop Manager.
  2. Click Conversations.
  3. Click Auto-Reply.
  4. Toggle Auto-reply on.
  5. Enter your auto-reply.
  6. Choose how long you’d like to have your auto-reply on. You can have an auto-reply for up to 48 hours.
  7. Click Save.

If a shopper messages you while your auto-reply is on, they’ll receive the message you set. If a shopper sends multiple messages, they’ll only get the auto-reply once.

Folders for Conversations

You will always have these Conversation folders:

  • Inbox: Received Conversations 
  • Sent: Conversations you send or reply to 
  • All: Where all your Conversations—except for spam and trash—can be found 
  • Spam: Conversations marked as spam 
  • Trash: Deleted Conversations

Create folders

You can create your own folders to organize and keep track of your messages.

To create a folder, click on the checkbox next to a conversation you want to put in the new folder. You can also open that Conversation. Select Move and enter the name of a new folder in the dropdown menu.

Move the Conversation to an existing folder by selecting the box next to the Conversation. Select Move from the toolbar and then enter your desired folder name.

To remove a Conversation from a folder, click on the folder and select the Conversation on the left. Select Remove from Folder

Deleting a folder

Click the trash can icon that appears when you hover over the folder name. The folder will be deleted, but any remaining messages in that folder can be found in the All folder in the sidebar.

Spam, trash, and permanently deleting conversations

To report a Conversation as spam, select it and click Report Spam.

To move a Conversation to the Trash, select it and click Move to trash. The Conversation will be moved to your Trash folder, but will not be permanently deleted.

To permanently delete a Conversation, go into the Trash folder and select it. Then click Delete.

What is the response time shown on my listing pages?

On listing pages, Etsy shoppers can see how quickly sellers usually respond to Conversations. This response time gives shoppers an idea of when they can expect to hear back from you.

How is my response time calculated?

Your average response rate is calculated by measuring the average time from when you receive the first message of a convo to when you respond to that message. If you receive a spam message, or a message that doesn’t need a reply, and don’t respond, we don’t include it in your response time.

How do Conversations from my Pattern site work?

If you have a Pattern by Etsy site, visitors to your website can submit a Conversation via a contact form.

You can view and manage your messages by going to You > Conversations.

Learn more about Conversations on Pattern here.

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