Get Started with Square Messages
Create a single channel for all your communications with customers through Square Messages. You can communicate with customers and reply to messages via text or email, when they message you by providing feedback or responding to service messages such as receipts, appointment updates (eg: reminders), invoices, retail orders, Square Online order updates, and loyalty status updates.
Square Messages is accessible from your online Square Dashboard and is available with the following Square apps on iOS and Android devices: Square Appointments, Square for Retail, Square Point of Sale, and Square Invoices. Square Messages is also available on Square hardware, including Square Stand, Square Terminal, and Square Register.
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
Consent with Messages
When you send a text message containing marketing content (such as a coupon) to your customers, 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.
Reply to Customers
You will only be able to message your customers through the same way they contacted you. To reply to a customer:
Log in to your Square Dashboard and click the Messages icon from the navigation bar. From the Square app, tap ≡ More > Messages.
Select the message from your inbox.
Type your message in the box.
Email replies will read as “Send email from Location name” on Square Dashboard or Send via Email in the Square app.
Text replies will read as “Send text from Location name” on Square Dashboard or “Send via Text” in the Square app.
Select the arrow to send your message.
Online Checkout Links
Complete a sale quickly and easily through Square Messages with payment links. After your customers send you a message, 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.
Create and Schedule Appointments with Square Messages
Save time by creating and sending appointments to your customers via Messages on your online Square Dashboard or your Square Appointments app (iOS and Android).
To do so:
Open your Messages inbox.
Click the ‘+’ button next to your conversation.
Select Appointments to create the appointment.
Once the appointment is created, select Save.
Select Book Appointment
Send an email and text notification to your customer.
Learn more about creating and scheduling Appointments through Square Messages.
Send Invoices with Square Messages
Easily communicate with your customers about online invoices, estimates, and recurring payments using Square Invoices. Send invoices or estimates instantly via email or text message with Square Messages to appear more professional to your customers, save valuable time by avoiding mishaps with email delivery, and get paid quickly.
To create and send an invoice or estimate to a customer from Square Messages:
Open your Messages inbox.
Click the ‘+’ button next to your conversation.
Select Invoice or Estimate.
Create an invoice or estimate.
Square Online Forms
Manage contact form submissions from your Square Online site in your inbox with Square Messages. When a customer replies to a contact form on your website, a new message thread and notification will appear in your Square Messages inbox. If the customer isn’t in your Customer Directory, they’ll be automatically added when they submit a form.
To respond to a contact form submission with Square Messages:
Open Square Messages from your online Square Dashboard by clicking the Messages icon in the navigation bar or go to ≡ More > Messages in the Square apps.
Select the conversation from your inbox > type your message in the field box > select the arrow to send your reply.
Open your email inbox associated with your contact form and select Respond.
Learn more about adding a contact form to your Square Online site.
For your customer/client: Your customer will receive messages to the most recent channel they used to contact you, whether through email or text. You can update the phone number or email on file for your customer if needed. Learn how to manage your Customer Directory online.
For your business: Square Messages has two notification options so you never miss a message, email and push notifications.
When you enable notifications, owners and full access employees will receive email notifications. Push notifications are sent to every device you are logged in to, including Square hardware, iOS devices, and Android devices. If your message is not delivered, you will receive a push notification on the device that attempted to send the message.
To adjust either of these settings, go to your Square Dashboard and select Messages > Settings.
You can also configure which employees can send and receive messages from your Team Management permissions sets in your Dashboard.
Do Not Disturb Mode
Let your customers know that you are not monitoring your Square Messages Inbox and that they should contact your business directly. 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 that 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 enable 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.
Note: Only the business owner or a full access team member can enable Do Not Disturb mode.
Block a Customer
Using the Block Customer option, you can prevent your business from receiving unwanted contacts through Square Messages. 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 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 online Square Dashboard or go to More > Messages in the Square 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 customer. For instance:
When your customer unsubscribes from receiving messages from your business, you’ll see an alert in your conversation and you will not be able to message your customer. If your customer unsubscribed by mistake, they can text “START” or “UNSTOP” to receive messages from your business.
If your messages fail to send, you can select Retry to try sending the message again.