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Get Started with Square Messages Plus

Square Messages Plus helps you grow and more efficiently run your business by allowing you to reach customers through personalized communications across more channels all from one unified inbox. You can initiate text or email conversations with customers from your dedicated business phone number, and receive voicemails from customers. Leave your personal number behind, create personalized client experiences and connect with your customers where they are while saving time - all via Square Messages.

Features

With Messages Plus, you’ll have access to all the free Square Messages features and more!

  • Better engage with your customers: Initiate outbound messages to your customers via text or email. Send coupons to your customers

  • Business Number: Use your new business number to send outbound messages and receive inbound text messages. Your new business number is a toll-free number, which you can share online to let your customers directly reach out to you via text or receive a voicemail and follow up with via Square Messages

Pricing

To access Messages Plus features, pay one flat rate of $10 per month per location.

Sign Up for Square Messages Plus

To upgrade to Square Messages Plus:

  1. Log in to your Square Dashboard and click the Messages icon from the navigation bar to open your Square Messages inbox.

  2. Click the gear icon and follow the prompts to get started.

  3. If you have multiple locations, choose which locations you’d like to allow access to Messages Plus and click Next.

  4. Add, update, and confirm your business information and click Next.

  5. Review the terms and toll-free number verification information.

  6. Select your subscription payment method or click Add new payment.

  7. Click Subscribe to sign up for Square Messages Plus and start your toll-free number verification process.

Your Square Messages Plus plan does not begin until your business number verification is successful. If you are eligible for a free trial of Square Messages Plus, your trial does not begin until your business number verification is successful. Most verifications are completed within seven business days. After successful verification, you have full access to all features offered with Square Messages Plus. 

Once your free trial or subscription starts, you can make changes to your subscription or free trial at any time from your Square Dashboard.

Note: If you would like to cancel your Square Messages Plus plan before your toll-free number verification is successfully completed, contact Square Support. Full cancellation of an active Square Messages Plus subscription also cancels any pending toll-free number verifications. You can always resubscribe by following the prompts in Square Messages.

Manage Locations

You can choose which locations you would like to allow access to Square Messages Plus. To manage locations for your Square Messages Plus plan:

  1. Log in to your Square Dashboard and click Account & Settings > Business information > Pricing & Subscriptions.
  2. Under Subscriptions, click Update Locations next to your Square Messages Plus plan.
  3. Check the box to add locations or uncheck the box to remove locations from your Square Messages Plus plan.
  4. Click Apply to locations.

Unsubscribe from Messages Plus

To cancel your subscription for Messages Plus:

  1. Log in to your Square Dashboard and click Account & Settings > Business information > Pricing & Subscriptions.
  2. Under Subscriptions, click Unsubscribe next to Messages Plus.

After unsubscribing, you will lose access to paid features at the end of the current billing cycle. You can also access your subscription details and manage your plan from your Square Messages settings.

Dedicated Business Number

When you subscribe to Square Messages Plus, you get a dedicated toll-free business number for each paid location, subject to an industry-wide, mandatory verification process. We request and submit on your behalf the necessary business information to complete the verification process. You will receive an email when there are updates to the verification status, which may include a successful verification, request for further information to resubmit your number for verification, or a failure of verification notice.

In the event that we request further information, review and resubmit your information as soon as possible since any delays extend your toll-free number verification process and delay your access to Square Messages Plus features.

To check the verification status of your business number(s):

  1. Log in to your Square Dashboard and click the Messages icon in the navigation bar.

  2. Click the gear icon to open your Settings.

  3. View the verification status under Your business number.

Number verification status

Your Square Messages settings look different depending on the status of your business number verification review.

If your verification is still pending:

  • You’ll see “Verification in progress” under Your business number.

If your verification is successful:

  • You’ll see the location’s phone number under Your business number.

If your verification failed and you need to resubmit for review:

  1. Click Review & resubmit under Your business number.
  2. Update your business and contact information.
  3. Click Submit.

If your verification failed and is not eligible for resubmission:

  • Your business number section will not show in your settings.
  • Your Square Messages Plus subscription will be canceled as ineligible.

View your dedicated business number

To view your business numbers:

  1. Log in to your Square Dashboard and click the Messages icon in the navigation bar.
  2. Click the gear icon to open your Settings.
  3. Your business numbers are listed under Your business number.

To copy your business numbers, click the copy icon next to the number.

Voicemail

Square Messages Plus allows you to set up a customized voicemail greeting for your customers. When your customers call your dedicated business number, they hear this voicemail greeting and have an option to either leave a voicemail or press 1 to receive a follow up text. If your customer leaves you a voicemail, you can then playback customer voicemails, read the automatic transcription and reply to the voicemail directly in your conversations in Square Messages.

To access and manage your voicemail settings:

  1. Log in to your Square Dashboard and click the Messages icon from the navigation bar.
  2. Click the gear icon to open your Settings.
  3. Click play to listen to your current voicemail greeting.

To edit your voicemail greeting:

  1. Click Edit voicemail next to the business number(s) you want to manage voicemail settings for.
  2. Click Record new greeting.
  3. Click the microphone to start recording your greeting.
  4. Click stop when you are done recording.
  5. Click play to preview your recording or click the trash can to delete.
  6. Click Save.

Voicemail options

  • Leave a voicemail message: Allows your customers to leave voicemails. This option is on by default, but you can toggle off to disable your voicemail at any time.
  • Receive a follow-up text message: Send your customers a text message when they press 1 after calling your dedicated business number. This option is on by default, but you can toggle off to disable the follow-up text message at any time.

To customize the follow-up text message:

  1. Click Edit under Receive a follow-up text message. Note: Language related to SHAFT-C and marketing is not allowed in the follow-up text message.
  2. Click Save.

Missed calls notifications

Square Messages provides visibility into missed calls from your customers. When your customers call your dedicated business number and you couldn’t answer, a Missed call notification shows in your Square Messages inbox — in the same conversation you have with that customer.

Under the missed call notification, you can see the action your customer took (like if the customer requested a follow-up text) and you can follow up via text using Square Messages or use the call back feature to use your own mobile wireless plan to call your customer back.

To call back:

  1. Open the Square app on a mobile device and tap ≡ More > Messages.
  2. Tap the existing conversation with the missed call notification.
  3. Tap Call back. Note: The call back action will use your device’s native calling app and the cell phone number associated with the device — not the business number provided to you by Square Messages. Call charges are subject to the mobile wireless plan associated with the device.
  4. Tap Continue to populate the customer’s phone number on your device and start the call. Tap Dismiss if you don’t want to call your customer using the phone number associated with your device.

Note: The Call back option is only available in the Square app on mobile devices with separate wireless phone service enabled. Call charges are subject to the mobile wireless plan associated with the device.

Notifications for missed calls are similar to any push notifications you receive for your messages. Each time you receive a missed call, you will see a push notification on your device and in your conversations with customers. If you have Do Not Disturb mode turned on, you will not receive push notifications when you have missed calls.

Send a Message

Square Messages Plus allows you to initiate new conversations with your customers via text or email by sending outbound messages and better engage with them by sending coupons.

Send a new message

From your Square Dashboard:

  1. Log in to your Square Dashboard and click the Messages icon from the navigation bar to open your Square Messages inbox.
  2. Click the pencil icon to create a new message.
  3. Choose which location to send the message from by clicking the dropdown in the From: field.
  4. Type the customer’s name in the To: field and select the existing customer. To message a new customer, click Create new customer, add the customer information, and click Save.
  5. Select if you want to send the message via Email or Text.
  6. Click Done.
  7. Type your message and click the arrow to send.

From your Square Point of Sale app:

  1. Open your Square app and tap ≡ More > Messages.
  2. Tap the pencil icon to create a new message.
  3. Type the customer’s name in the search bar or select the customer from the list. To message a new customer, tap +, add the customer information, and tap Save.
  4. Type your message in the text box. Select if you’d like to send the message via email or text by reviewing the contact information under the customer’s name at the top of the message. Email and text messages will appear as separate conversations in your inbox.
  5. Tap the arrow to send your message.

Send coupons

From your Square Dashboard:

  1. Log in to your Square Dashboard and click the Messages icon from the top navigation bar to open your Square Messages inbox.
  2. Click an existing conversation from your inbox or click the pencil icon to create a new message.
  3. Click + > Coupon.
  4. Enter the coupon type and amount or percentage then click Send.

From your Square app:

  1. Open your Square app and tap ≡ More > Messages.
  2. Tap an existing conversation or tap the pencil icon to create a new message.
  3. Tap + > Coupon.
  4. Enter the coupon type and amount or percentage then tap Send.

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 protects 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.

FAQ

Any questions? Find answers to commonly asked questions about Messages Plus via our FAQ.