Message your customers
About messaging customers
Messaging customers is fundamental to maintaining strong customer relationships, improving service delivery and fostering a positive brand reputation.
Use Messages to promptly and effectively communicate with your customers about inquiries, feedback or concerns to show that you value their input and are committed to providing excellent service. This enhances overall customer satisfaction and loyalty.
Before you begin
You can access Square Messages from your Square Dashboard or Square Point of Sale app. You can do the following from Square Messages:
Reply to a customer.
Send photos.
Send dollar amount or percentage coupons.
Search your messages inbox.
Before initiating a text conversation with a customer, you must confirm that you have their consent to send messages to their phone number. This process does not require any action from the customer.
When sending marketing content via text message, you must obtain explicit consent from the customer. This protects them from receiving unwanted marketing messages. Customers will be asked to confirm their interest in receiving messages from your business via text message. If they confirm, they will receive a second message asking them to consent to receiving marketing content.
When you use Messages, you are subject to our Acceptable Use Policy, which can be found at section 1(II) in our Terms of Service.
Reply to a customer message
You will only be able to message your customers in the same way they contacted you—email or text.
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select a conversation from your inbox and type your message.
- Select the arrow to send your message.
Send a photo to customers
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select a conversation.
- Click the plus icon + > Photo.
- Choose your photo and click Open.
- Click the arrow to send your photo.
Send coupons to customers
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select an existing conversation from your inbox or click the pencil icon to create a new message.
- Click + > Coupon.
- Enter the coupon type and amount or percentage, then click Send.
Search your inbox
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- In the search box, type a keyword, customer name, phone number, or email address.
- View the results below the search box shown as bolded text.
- Click a conversation from the results to view the specific time where the keyword was mentioned.
- Open your Square app and tap ☰ More > Messages.
- Tap the magnifying glass icon.
- In the search box, type a keyword, customer name, phone number, or email address.
- View the results below the search box shown as bolded text.
- Select a conversation from the results to view the specific time where the keyword was mentioned.