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Reply to customers with Square Messages

Who is this article for?
  • Sellers with the messages permission to view and send messages to customers. Set permissions in Square Dashboard.
  • Square Messages Free and Plus subscribers.
  • About replying to customers with Square Messages

    Replying to customers is fundamental to maintaining strong customer relationships, improving service delivery, and fostering a positive brand reputation.

    Responding promptly and effectively to customers' inquiries, feedback, or concerns shows that you value their input and are committed to providing excellent service. This enhances overall customer satisfaction and loyalty.

    Before you begin

    As part of setting up your Square account, you must complete the identity verification process before you can send messages to your customers. Learn to set up your Square account.

    Once the identity verification process is complete, you will be able to access Square Messages using different platforms:

    • Square Dashboard

    • Square Point of Sale (POS) app

    • Square Appointments POS app

    • Square Retail POS app

    Learn to set up and manage Square Messages.

    Reply to a customer

    Square Dashboard

    1. Log in to Square Dashboard, then click More from Square > Messages.
    2. Select a conversation from your inbox and type your message.
    3. Select the arrow to send your message.
    4. You will only be able to message your customers through the same way they contacted you; email or text. If applicable, you can change the delivery method within a conversation by selecting ••• > Switch to text or Switch to email.

    Square POS app 

    1. Tap More > Messages.
    2. Select a conversation from your inbox and type your message.
    3. Tap the arrow to send your message.

    Send a photo to customers 

    Square Dashboard

    1. Log in to Square Dashboard, then click More from Square > Messages.
    2. Select a conversation.
    3. Click + > Photo.
    4. Choose your photo and click Open.
    5. Click the arrow to send your photo.

    Square POS app 

    1. Tap More > Messages or More > Customers > ••• > Messages.
    2. Select a conversation and tap +.
    3. To send an existing photo, tap Photo Library > choose a photo > Add.
    4. To take a new photo, tap Camera > take a photo > Use Photo.
    5. Tap the arrow to send your photo.

    Send files to customers

    At this time, sending and receiving file attachments is only available in email conversations for Square Messages Plus subscribers. 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.

    Square Dashboard

    1. Log in to Square Dashboard, then click More from Square > Messages.
    2. Select an email conversation.
    3. Click + > File.
    4. Choose your file and click Open.
    5. Click the arrow to send your file.

    Square POS app 

    1. Tap More > Messages or More > Customers > ••• > Messages.
    2. Select an email conversation and tap +.
    3. To send a file, tap File > choose a file > Add.
    4. Tap the arrow to send your file.

    Search an inbox

    1. Log in to Square Dashboard, then click More from Square > Messages.

    2. In the search box, type a keyword, customer name, phone number, or email address.

    3. View the results below the search box shown as bolded text.

    4. Click a conversation from the results to view the specific time where the keyword was mentioned.

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