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. Square Messages has different plans depending on the communication needs of your business.
Getting Started
Square Messages will be accessible from your online Square Dashboard, as well as the Square for Retail app for iOS. 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. Learn more with our Square Messages Get Started Guide.
Once the identity verification process is complete, you will be able to access Messages a few different ways:
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:
Select the Messages icon from your online Square Dashboard or the navigation menu of the Square for Retail app.
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.
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.
Tap or click on the blue arrow to send your message.
To view your existing messages and respond to customers:
Select a conversation from the Messages section of your online Square Dashboard or Square for Retail app.
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.
Tap or click on the blue arrow to send your message.
Note: Reply to your customers via email or text after they send you an initial message with Square Messages or initiate new conversations with your customer with Square Messages Plus.
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
Check to see if the device you’re using is a supported mobile device.
Make sure your Apple iOS and your Square for Retail app are both up-to-date.
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.