System updates

We’re experiencing issues that may affect your Square services. We’ll continue to update our status page with more information.

Back to Home

Messaging with Square for Retail

Overview

With Square Messages for Square for Retail, you have a centralized location in-app and online so you can manage communications with your customers, whether they need to follow up on an order or you would like to proactively reach out about merchandise they might be interested in. Additionally, you and your customers can view a clear history of all of the messages that you’ve sent to each other. If you’re using Square Appointments with your Square for Retail subscription, you can also utilize Square Assistant to allow your clients to respond directly to SMS appointment reminders and confirm, reschedule, or cancel upcoming appointments.

Note: Square Messages for Square for Retail is not available on Square Register at this time.

Getting Started

Square Messages will be accessible from your online Square Dashboard, as well as the Square for Retail app for iOS. While there isn’t any setup required to start utilizing Square Messages, accessing your messages will vary depending on whether you’re using the app or the online Square Dashboard. To access Square Messages:

Dashboard

From the main page of your online Square Dashboard, click the Messages icon.

App

From the Square for Retail app, tap the three lines at the bottom of the screen to open the navigation menu and then select Messages.

Send a Message

To create a new message:

  1. Select the Messages icon from your online Square Dashboard or the navigation menu of the Square for Retail app.

  2. Search for an existing customer from your directory or select Create Customer. Note: If you don’t have any existing messages associated with your account, you’ll see the option to select New Message.

  3. Type your message into the section labeled Send via text or Send via email. If you have both an email address and phone number on file for your customer, you can switch the channel by tapping the three dotted icon.

  4. Tap or click on the blue arrow to send your message.

To view your existing messages and respond to customers:

  1. Select a conversation from the Messages section of your online Square Dashboard or Square for Retail app.

  2. Review your conversation or enter a message into the section labeled Send via Text or Send via email. The section will default to the most recent channel used by your customer. If you have both an email address and phone number on file for your customer, you can switch the channel by tapping the three dotted icon.

  3. Tap or click on the blue arrow to send your message.

Consent with Text Messages

When you start a conversation with your customer, you will 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.

Notifications

Square Users and Team Members: You can view notifications directly from the Square for Retail app and online Square Dashboard. Account owners and team members with Full Access permissions will also receive email notifications for new customer messages.

Customers: Customers will receive message notifications to the most recent channel used to receive a receipt or book an appointment with your business. If needed, you can update the phone number or email address on file for your customer through their profile in your Customer Directory.

Troubleshooting

If you run into issues with Square Messages, take a look at the troubleshooting steps below:

Dashboard

  • View this video on Square Dashboard troubleshooting steps.

  • Confirm you have updated contact information for your customer in your Customer Directory. Outdated email addresses, phone numbers, or a lack of either in the Customer Directory may cause an error to occur.

App

Team Permissions with Square Messages

Square Messages will only be available to team members that have the Grant access to view and send messages to customers permission enabled. This permission includes access to items and customer data for sending messages.

Note: This permission is turned on by default for Account Owners and team members with Full Access permissions only. Account owners and team members with Full Access permissions can also enable this permission for any other team member with permissions.

FAQ

Can I send my customers coupons through Square Messages?

Yes. You can send dollar amount coupons by using Square Messages on your online Square Dashboard. To get started:

  1. Navigate to the + button next to your conversation.
  2. Click Send coupon.

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

A customer can contact you by SMS or email by replying to a digital receipt or appointment reminder.

Can't find what you need?