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Message customers about orders

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Who is this article for?
  • Account owners or team members with the messages permission to view and send messages. Set permissions in Square Dashboard.
  • Square Messages Free and Plus subscribers
  • Square Free, Plus, and Premium subscribers

    • About order messages

    You can message customers about live orders — ideal for gaining clarification on your customer’s order or notifying last minute changes, such as out of stock items or substitutions. Messages supports both text and email communication, as well as photo support. 

    Before you begin 

    You have two options for messaging customers from live orders:

    • Reply to an existing message from your customer

    • Start a new conversation with your customer. Available with a Square Messages Plus subscription or Square Plus or Premium subscription.

    You can also message your customers outside of live orders. Learn how to message your customers.

    You can access Messages from Square Dashboard and your point of sale app on compatible iOS and Android devices. 

    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. 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.

    Send a message

    Square Dashboard

    1. Sign in to Square Dashboard and go to Orders & payments (or Invoices & payments or Payments) > Orders.
    2. Select an order and click (•••).
    3. Click Message buyer.
    4. Confirm that you have consent from your buyer to contact them.
    5. Type your message and select Send.

    Point of sale app

    1. Tap ≡ More > Orders.
    2. Select an order and tap (•••).
    3. Tap Message buyer.
    4. Confirm that you have consent from your buyer to contact them.
    5. Type your message and tap Send.

    Message notifications

    You will receive an email notification when your customer responds. You can also enable push notifications to your device from the Settings > Notifications menu in the Square Dashboard.

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