Hi Seller community!
Based on your feedback, we recently made it easier to stay on top of your messages. Now, messages from the same buyer will be combined into one thread—so you’ll have fewer conversations to keep track of, and can easily track your relationships with buyers.
We’ve compiled some of the top questions we’ve heard from the community around the new experience and answered them below:
How does this new messaging experience work?
New incoming messages from buyers will be consolidated into an existing thread so that you have the full messaging history with a buyer all in one place, making it easier to keep track of communications. Please note that Help Request messages will remain distinctly separate threads.
Additionally, messages prior to June 30, 2022 are not combined—this only applies to messages received after June 30, 2022 and beyond.
Will buyers see messages in one thread as well?
Buyers will also see the same experience in their Inboxes, making communication with sellers like you easier.
What happens if I send a message to the buyer through the Orders tool and there's an existing thread between us?
Your message will be appended to an existing thread between you and the buyer so that you both have full context of your conversation history. We will be pre-filling the message with the order link so that both seller and buyer know which order is being discussed. We recommend reviewing the context in the message history to decide whether you need to clarify which order or listing you are responding to.
How does this new messaging experience relate to Star Seller?
Now you can view all of a buyer’s messages in fewer threads. That means fewer responses are needed from you, putting you that much closer to earning Star Seller, because messages from buyers will not generate a new thread that would have required a 24-hour response.
We also recently launched notification badges on new threads showing if a message is a buyer’s first time contacting you, or a new help with order request, so you can better keep track of your messages and prioritize them for Star Seller metrics. Learn more about Star Seller labels here.
Lastly, we heard your feedback about “Sent” messages at the top of your inbox being confusing. Don’t worry, we put those back into your sent folder.
You can access your messages here: https://www.etsy.com/messages
