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Mon July 29 2019 17:05:14

Etsy Turns Convo Messaging into an Instant Chat System

By: Ina Steiner

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Etsy officially announced it's changing the "convo" messaging system into an instant-chat system on Monday, but some sellers have been panning it since they started seeing pilot versions. The biggest issues sellers noted during the testing period: the new interface was like a text exchange; the font was too small; and hitting return on the keyboard caused the message to send instead of starting a new paragraph.

In today's announcement, Etsy said it had learned from research that shoppers prefer to interact in chat-like interfaces "because they feel more familiar and help them get answers to their questions more quickly."

Convo's new chat-like interface will appear anywhere a buyer contacts a seller. 

In addition, Etsy will display a seller's "typical" response time, which it calculates by "measuring the time from when you receive the first new message in a thread to when you respond to that message." Etsy said spam and messages that don't require a reply would not be included in its calculations, though it didn't provide details on how it would make those determinations.

This led to comments from sellers today concerned about buyer expectations. "I usually respond quickly, but I am now very concerned about people being upset with response times that are not immediate," wrote one seller. 

Etsy stated in its announcement: "Keep in mind that buyers expect quick responses, and are more likely to make a purchase when they have an immediate interaction with a seller. In fact, we know from our data that shoppers are 40% more likely to make a purchase from a conversation when they get a response to their first message within two hours."

Etsy explained in its announcement that sellers could set up a custom auto-reply message from the Conversations page in Shop Manager "to let shoppers know when you’re not immediately available."

"You can set an auto-reply message by clicking “Auto-reply” from the upper right hand corner of the Conversations page. If a shopper sends you a new message when you have an auto-reply message set, they will receive that message as an automatic reply. This feature isn’t available in the Sell on Etsy app."

Etsy will make available templates that sellers can use to respond to common questions, but they aren't yet available.

The new interface started rolling out on Monday and will be available to all users over the next few days, see the full announcement on the Etsy website.



Comments (22) | Permalink

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Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: thriftyone This user has validated their user name.

Mon Jul 29 18:20:57 2019

well that explains the picture being changed in the items being liked/favored..I guess the programming was too difficult for them to figure out when to use the item picture being favored and when to use the persons avatar for instant chat..

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This user has validated their user name. by: Life During Wartime

Mon Jul 29 19:37:08 2019

How is this change helpful for users with visual impairments?  

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: purpleiris This user has validated their user name.
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Mon Jul 29 20:06:21 2019

So, are each of these chat conversations private? What happens when a seller needs to contact a customer? Do they still have the ability to send emails? If not, that just speaks to the stupidity of these people.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: HappyOne This user has validated their user name.

Mon Jul 29 20:34:49 2019

Oh great now when someone “hearts” an item (they never buy) they can start a convo about how much it reminds them of Aunt Molly or Uncle Fred.  

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: Lisa This user has validated their user name.
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Mon Jul 29 20:53:20 2019

i picked a really good time to take a long etsy break

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: OnlyPollyPocket This user has validated their user name.

Tue Jul 30 14:47:30 2019

One of the main reasons I like selling online is that I can do it at MY convenience.  I do NOT want to be available 24/7!

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: SammyCat This user has validated their user name.

Tue Jul 30 17:50:26 2019

Well ... there's something I like about this which shocks me.  I gave the 'auto reply' a run and its a great way to start a conversation while you're sleeping, and letting people know that you'll be back to them when you're online.

You can set it for 1 hour, 4, 12 and 24 or even 48, but you've made contact.  

You can turn it on or off when you want.

However, I don't understand what they couldn't code this and KEEP the dang photos which are invaluable IMHO.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: SammyCat This user has validated their user name.

Tue Jul 30 17:51:22 2019

Oh ... my only concern is, HOW PRIVATE are these convo's!!!!!

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: Snapped This user has validated their user name.

Tue Jul 30 21:23:55 2019

Online privacy is an oxymoron.  
24/7.  Everywhere.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: Freeeeeeeee This user has validated their user name.

Tue Jul 30 21:40:16 2019

I provide fully detailed listings so I rarely get a convo but I will be putting this innovation in the "I don't give a damn what Etsy wants box" along with the rest of their latest improvements.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: maxmad This user has validated their user name.

Wed Jul 31 02:32:43 2019

You can barely reach these turds when you need to contact them.

Our research has learned, this company has lost their mind,,,,,,,

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: pennyemporium This user has validated their user name.

Wed Jul 31 14:55:11 2019

currently, on my shop, this is in 'beta mode' and there is an on/off toggle.  is this etsy announcement suggesting that this will be REQUIRED?  

if so, can someone suggest an appropriate "i'm away from my computer" auto-reply, perhaps i'll just copy the cable company's inane 'you're on hold for an hour but let us pander to you while you wait' message of "all agents are busy helping other valued customers like yourself. your call is very important to us and our goal is to provide the best possible customer service and we'll connect you to the next agent as soon as possible ~ your estimated wait time is 55 minutes"

etsy can't think this is a good idea!

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: SammyCat This user has validated their user name.

Wed Jul 31 15:16:58 2019

I guess they didn't account for people eating and sleeping.  Oh an maybe taking kids to their extracurricular activities, dinner with their spouse etc.

I am also going to guess that this is something that we will be required to pay for some time soon - a plan upgrade etc.

Its all about grabbing as much money from small shops who with stupid changes are struggling to make a go of it.

We're supposed to hand over every penny to them and just lavish in the knowledge that we are creating and/or reselling.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: purpleiris This user has validated their user name.
Web Site

Wed Jul 31 17:07:33 2019

"just lavish in the knowledge that we are creating and/or reselling."

Yeah, getting a sale or two a month will keep people hanging on, just like it did me, because it gives you false hope that things will improve. For the past two years, my sales there were always cyclical. So, what was once a growing business had its business stolen from it for 8 solid months by the very venue claiming to help small businesses (hijacking my Google links), it never recovered, as it was only given a token sale or two each month, and now this small business has wised up and did what I should have done in 2016 after discovering their theft...closed my shop for good.

The only purpose it serves now is to advertise my business elsewhere.

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: SammyCat This user has validated their user name.

Wed Jul 31 17:45:43 2019

They say they don't have servers that they turn off or on at will, but, based on my experience that is exactly what happens because its the only thing that makes any sense.  

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: SammyCat This user has validated their user name.

Wed Jul 31 17:47:00 2019

gotta wonder what the strategy is putting viable, money making shops on the back burner or forcing them to leave when making sales and commission is what the site is about LoL.  

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by: BargainzBabylon This user has validated their user name.

Thu Aug 1 02:36:29 2019

The only way this is going to work for most people is having an 'out of office' message - so they'd better not screw that up along with everything else.  

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: rover This user has validated their user name.

Thu Aug 1 05:28:53 2019

Well I guess Etsy (once again) did not think of their international sellers who may be in different time zones! But then the only times Etsy DID think of non US sellers was when it came to shaft them with measures like:-

Search manipulation/localization
Ripping them off by claiming a % on shipping charges
Forcing them to provide FREE shipping
Incorrect VAT charges

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: hawk This user has validated their user name.

Thu Aug 1 05:55:51 2019

does etsy actually think that working sellers can sit at the computer day and nite hoping someone will contact them. unlike etsy CEO's  , we actually have to make our products , sell them , (it's called work) , take care of family , and a multitude of other life things to do. these people actually know nothing about what small sellers have to do just to survive. from under what rock do they dig these people up ??

Perminate Link for Etsy Turns Convo Messaging into an Instant Chat System   Etsy Turns Convo Messaging into an Instant Chat System

by: ewegolf This user has validated their user name.

Thu Aug 1 08:32:02 2019

This is time invasive for all the "handmade" sellers that are trying to produce 200 units per day.

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