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Square Messages Get Started Guide

Create a single channel for all your communications with customers through Square Messages. With Square Messages, you can send and reply to messages via text or email, such as feedback and replies to receipts. Square Messages is accessible from your online Square Dashboard and is available with the following Square apps on Android and iOS devices: Square Appointments, Square for Retail, and Square Point of Sale.

What are some of the benefits of Square Messages?

  • Never Miss A Sale: When a customer reaches out with a need, assist them to avoid customer churn.

  • Save Time: Answer customers’ questions, while attending to any immediate needs of the business.

  • Customer Experience: Customers expect an efficient, personal customer experience. Customers want to feel heard and understood, even when expectations have not been met.

Getting Started

While there are no set up steps required to start sending Messages to your customers, accessing Messages looks a little different depending on whether you are in the app or on the website.

  • From the home page of your online Square Dashboard, find and click the Messages icon in the navigation bar. 

  • In Square Point of Sale and Square for Retail

    • From the main menu, tap Customers

    • Tap the three-dotted menu > View Messages.

  • In the Appointments App: Tap the main menu > Messages.

Send a Message

To create a new message:

  1. Select the Messages icon. 

  2. Search for a customer from your directory or select Create Customer. Be sure to include your customer’s phone number when saving the new customer profile.

  3. Type your message into the box labelled Send via text or Send via email. If you have both email and phone number on file for your customer, switch the channel by tapping on the three dots in the upper right corner of your conversation. 

  4. Tap the blue arrow to send your message. 

To view your messages and respond to customers:

  1. Select a conversation. 

  2. Enter your message into the box labelled Send via text or Send via email. This box will default to the most recent channel used by your customer. If you have both email and phone number on file for your customer, switch the channel by tapping on the three dots in the upper right corner of your conversation.

  3. Tap the blue arrow to send your message.

Online Checkout Links

Complete a sale quickly and easily through Square Messages with payment links. You can request payments directly from your customers via text message or email with just a few clicks.  Request a single payment, create new payment links or send existing payment links – all from Square Messages.

Send a payment request

Request a custom payment from your customer for a single amount. From the Square Messages conversation with your customer:

  1. Select $ to open the Request Payment screen.

  2. Choose Amount and use the keypad to enter the total sale price.

  3. Select Request Payment to send the payment link to your customer.

Create and send a new payment link

From the Square Messages conversation with your customer:

  1. Select $ to open the Request Payment screen.

  2. Choose Payment Links.

  3. Select Create New Link.

  4. Choose your Link purpose: Collect payments, Accept donations or Sell items.

  5. Enter your link details, such as the name of the link or the amount. 

  6. Select Send.

All new payment links you create automatically save to your payment link list for future use.

Send an existing payment link from the Square Messages conversation with your customer:

  1. Select $ to open the Request Payment screen.

  2. Choose Payment Links to view your existing links.

  3. Select the payment link you want to use from the list to send the link to your customer automatically.

Note: Businesses with multiple locations are not able to send existing payment links.

Consent with Text Messages


When you start a conversation with your customer, you’ll be asked to confirm that you have consent from your customer to send a text message to their phone number. No action will be needed from your customer.

When you send a text message containing marketing content (such as a coupon), you’ll need to request consent from your customer to send marketing messages over text. This is to protect you and your customers from receiving unwanted marketing messages. Your customer will receive a text message asking them to confirm that they would like to receive messages from you.

Note: It is recommended to update your manage multiple locations with Square if applicable (mailing address, email and phone numbers) prior to using Messages.

Notifications

For your customer/client: Your customer will receive messages to the most recent channel used to receive a receipt or book an appointment. You can update the phone number or email on file for your customer if needed. Learn how to manage your Customer Directory online.

For you and your employees: You can view notifications in the Square Appointments app and Point of Sale on supported devices. Owner and your employees with Full Access roles will also receive email notifications for new customer messages. Email notifications can be turned off by going to Messages > Settings icon on Dashboard. Learn more about Getting Started with Square Permissions and Appointments staff profiles versus employee permission groups.

Troubleshooting

If using a mobile device or iPad:

If encountering trouble on your online Square Dashboard, check out our video on Square Dashboard troubleshooting steps. Our website sometimes encounters errors when trying to connect to your browser. 

You may see an error message giving a reason why you aren’t able to text a certain customer. For instance:

  • Your customer’s contact information is not on file with Square. Read more on how to get started with customer information collection tools .

  • Your customer has unsubscribed from Square Messages. In this case your customer will not receive a message.

Employee Permissions with Square Messages

Square Messages will only be accessible to your employees with the following permission enabled:

Grant access to view and send messages to customers. This includes access to items and customer data for sending messages. 

Note: This permission is turned ON by default for Owners and Full Access roles only (similarly to all employee/staff permissions). The Owner or Full Access roles can enable this permission for any other employee role.

Learn more about Getting Started with Square Permissions and Appointments staff profiles versus employee permission groups.

FAQ

Review frequently asked questions with Square Messages.

Can I send my customers coupons with Messages?

You can send a dollar-amount coupon via Messages on your online Square Dashboard. To do so:

  1. Navigate to the ‘+’ button next to your conversation.

  2. Tap Send coupon.

How does a customer use Square Messages to contact my business?

A customer can contact you via text or email by replying to a digital receipt or an appointment reminder

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