Etsy customer service software with the order beside the message
Buyer messages in one shared inbox with your email and live chat, the Etsy order sitting next to each one, and an AI agent that drafts the reply in your shop’s voice.
Shipping soonThe term 'Etsy' is a trademark of Etsy, Inc. This application uses the Etsy API but is not endorsed or certified by Etsy, Inc.
inrelay is customer service software for Etsy sellers: buyer messages land in a shared inbox next to your shop’s email and live chat, the buyer’s Etsy order sits beside the conversation, and an AI agent drafts replies from the real order details - a human approves every send unless you turn Autopilot on, and even then refunds, upset customers and VIPs always stop and wait for a person. inrelay only reads your shop; it never changes anything on Etsy.
An Etsy shop is often one maker, or a maker and a helper, answering the same questions between orders: has it shipped? can you personalize this? will it arrive before the 14th? Each answer means opening the message, then Shop Manager, then finding the order, then going back to type.
That back-and-forth is the part a support tool should take away. The order belongs next to the message, and the first draft of the answer should already be written when you sit down.
What Etsy sellers actually need
The order next to the message. Items, personalization, shipping status and tracking, visible while you read the buyer’s question, without a second tab.
Fast answers to the same questions. “Where is my order?” and “when will it ship?” make up much of a shop’s inbox. They should take seconds to review, not minutes to write.
Help without sharing a password. When someone helps with messages, they need their own login - not the shop owner’s Etsy account.
Every channel in one queue. Etsy messages, your own website’s chat and your support email in one list, so nothing waits in a corner nobody checks.
Your voice, kept. Buyers choose handmade shops for the person behind them. Speed that sounds like a template is a bad trade.
Requirement by requirement, honestly
Here is how inrelay meets each of those five once the Etsy connection ships.
Limits, stated plainly
Buyer messages arrive by email. Etsy’s API has no messaging endpoint. When a buyer writes, Etsy emails your shop, and inrelay picks up that email in the mailbox you connect - Gmail, Outlook or IMAP. So connect the mailbox your Etsy notifications go to.
Replies go back through Etsy Messages by default. inrelay copies the approved draft and opens the conversation in Etsy Messages, where you paste and send. Once you have checked that a reply to Etsy’s notification email reaches the buyer, you can switch your shop to send replies as email from inrelay.
Refunds and cancellations stay on Etsy. inrelay only reads your shop - orders, receipts and the shop’s details - and makes no changes on Etsy. The order card links to Shop Manager for anything that changes an order.
Etsy’s permission lasts 90 days. That is Etsy’s rule for apps. inrelay shows the days left on the connection, so you can reconnect before orders stop updating.
Plans. The Etsy connection is on the Team and Studio plans. Conversations are never metered. Details on the pricing page.
Where Etsy fits in.
Etsy is one lane of the same inbox your website chat and support email already use.
All solutions
Every team shape inrelay is built for, in one place.
Browse solutions → ECOMMERCEEcommerce & DTC
The broader online-store picture, for shops that also sell on their own site.
For ecommerce teams → CREATORSCreators & social sellers
For makers whose customers write from everywhere at once.
For creators → FOUNDATIONThe shared inbox
The core of all of it: one inbox your whole team runs together.
How it works →Answer buyers from one place.
Start free with your shop’s email and website chat today - the Etsy connection opens in the same inbox.