Message your customers
About messaging customers
Messaging customers is fundamental to maintaining strong customer relationships, improving service delivery, and fostering a positive brand reputation.
Use Messages to promptly and effectively communicate with your customers about inquiries, feedback, or concerns to show that you value their input and are committed to providing excellent service. This enhances overall customer satisfaction and loyalty.
Before you begin
Make sure you have an active Square subscription. Learn how to set up and manage Messages and learn more about Square subscriptions.
You can do the following from your Square Dashboard or Square Point of Sale app:
Send a new message. Available with a Square Message Plus subscription or a Square Plus or Premium subscription.
Reply to a customer
Send photos
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Send files via email. Available with a Square Message Plus subscription or a Square Plus or Premium subscription.
Sending and receiving file attachments is only available in email conversations.
Send dollar amount or percentage coupons. Available with a Square Message Plus subscription or a Square Plus or Premium subscription.
Search your messages inbox
Before initiating a text conversation with a customer, you must confirm that you have their consent to send messages to their phone number. This process does not require any action from the customer.
When sending marketing content via text message, you must obtain explicit consent from the customer. This protects them from receiving unwanted marketing messages. Customers will be asked to confirm their interest in receiving messages from your business via text message. If they confirm, they will receive a second message asking them to consent to receiving marketing content.
When you use Messages, you are subject to our Acceptable Use Policy, which can be found at section 1(II) in our Terms of Service.
Send a new message
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Click the pencil icon to create a new message.
- Choose which location to send the message from by clicking the dropdown in the From: field.
- 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 > click Save.
- Specify if you want to send the message via Email or Text.
- Click Next.
- Type your message and click the arrow to send.
- Open your Square app and tap More > Messages.
- Tap the pencil icon to create a new message.
- Type the customer’s name in the search bar or select the customer from the list.
- To message a new customer, tap the plus icon + > add the customer information > tap Save.
- 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 or tap ••• > Switch to text or Switch to email. Email and text messages will appear as separate conversations in your inbox.
- Tap the arrow to send your message.
Reply to a customer message
You will only be able to message your customers through the same way they contacted you; email or text.
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select a conversation from your inbox and type your message.
- Select the arrow to send your message.
Send a photo to customers
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select a conversation.
- Click the plus icon + > Photo.
- Choose your photo and click Open.
- Click the arrow to send your photo.
Send files to customers
File attachments must be less than 7 MB in size. You can send multiple file attachments at the same time as long as their total size doesn’t exceed 7 MB.
File attachments are not intended for sending financial or cardholder data, medical, health, or biometric data, government-issued identification numbers, or other sensitive personal information.
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select an email conversation.
- Click the plus icon + > File.
- Choose your file and click Open.
- Click the arrow to send your file.
Send coupons to customers
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- Select an existing conversation from your inbox or click the pencil icon to create a new message.
- Click the plus icon + > Coupon.
- Enter the coupon type and amount or percentage then click Send.
Search your inbox
- Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
- In the search box, type a keyword, customer name, phone number, or email address.
- View the results below the search box shown as bolded text.
- Click a conversation from the results to view the specific time where the keyword was mentioned.
- Open your Square app and tap More > Messages.
- Tap the magnifying glass icon.
- In the search box, type a keyword, customer name, phone number, or email address.
View the results below the search box shown as bolded text.
Select a conversation from the results to view the specific time where the keyword was mentioned.