Get Started with Square Messages
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: Send online payment links to your customers for quick and easy payments.
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.
Set Up Your Account
Before you can send messages to your customers, you will need to complete the identity verification process required for your Square account. This process only needs to be completed once, and the steps are in your Setup Guide.
Once the identity verification process is complete, you will be able to access Messages a few different ways:
From the home page of your online Square Dashboard, find and click the Messages icon in the menu bar.
In Square Point of Sale and Square for Retail:
From the main menu, tap Customers.
Tap more options (...) > View Messages.
In the Appointments app, tap the main menu > Messages.
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 will 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. Once they confirm, they will receive a second text message to confirm that they would like to receive marketing content.
Send a Message
Send and Receive Photos
Square Messages supports photo sharing between you and your customer. Exchanging images can help increase communication and drive a unique, personable experience.
To send and receive photos with Square Messages, please make sure your Point of Sale App is updated to the latest version. There are no additional setup steps needed.
To attach photos in your text conversation:
Open the conversation with your customer.
Tap the plus icon (+) for more options.
Choose to attach a photo from your Photo Library or Camera.
Attach up to four photos and Send.
Note: Photo support is only available with iOS SMS text messaging at this time. Android compatibility is coming soon.
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.
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.
Do Not Disturb Mode
Limit your message notifications with Do Not Disturb mode. Once you turn on Do Not Disturb mode, you won’t receive notifications for any Square Messages – text or email – that customers send to you. Turn off Do Not Disturb when you’re ready to start receiving notifications again.
If customers send you a message while Do Not Disturb is on, they will receive an automated reply letting them know your direct messaging is not active and they should contact your business directly. You can still view customer replies when Do Not Disturb is turned on through the Square Assistant sections in Messages.
Note: Only the business owner or full access team member can turn on Do Not Disturb mode.
To turn on Do Not Disturb mode:
Go to your Square Dashboard and click the Messages icon.
Click the gear icon to open Settings.
Toggle on Do Not Disturb.
Click Confirm > Save.
Block a Customer
You can prevent your business from receiving unwanted contacts through Square Messages by using the Block Customer option. This feature will halt the conversation between you and a specific customer. Customers will not be notified of the block, and your business will not receive any future messages from them until you unblock them. Your customer will still receive system messages, such as receipts and appointment reminders.
To block a customer:
Select a conversation from the Messages section of your Dashboard or Point of Sale app.
Select more options ( . . . ) to open the menu.
Select Block and confirm.
Repeat the steps above to unblock a customer.
If using a mobile device or iPad:
Check to see if your device is a supported mobile device.
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.