thread Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo in Customer Engagement

Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

JTPets — Thu, 12 Feb 2026 14:20:24 GMT

Posting this again as it happened again

A customer texted me through my Square website contact feature asking about shipping to Manitoba and pricing. When I replied with shipping cost info, Square blocked my message ("Not delivered. Consent requested") and triggered a marketing opt-in flow.

This is a transactional reply to a customer-initiated conversation, not a marketing message. Square already handles this correctly for invoices, I can confirm consent and send. But in Messages, there's no option to confirm consent or override. I simply cannot reply.

Steps: Customer texts me via website → asks about shipping cost → I reply with pricing → blocked, consent requested.

Impact: Lost sale, broken customer experience, forces me to contact customer outside Square which defeats the purpose of the CRM.

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

ryanwanner — Tue, 10 Feb 2026 15:46:21 GMT

I've seen the exact same thing as @JTPets on multiple occasions.

There was one time where I got the consent needed block in the middle of an active conversation after successfully communicating with the customer multiple times.

The inconsistency is something that needs to be looked into

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

JTPets — Tue, 10 Feb 2026 19:37:15 GMT

@isabelle can this be escalated instead of moved?

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

isabelle — Tue, 10 Feb 2026 19:54:33 GMT

Yep - @nika just escalated it! Stand by, we've requested product support!

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

JTPets — Tue, 10 Feb 2026 20:06:27 GMT

thank you!

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

nika — Tue, 10 Feb 2026 20:52:23 GMT

Yes sorry @JTPets ! Meant to circle back and say that it's been escalated. 🤝

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

MayaP — Tue, 10 Feb 2026 22:46:00 GMT

Hey @JTPets — I heard back from our team, and they suggested clicking Dismiss and then trying a slight reword the next time the prompt appears. For this specific message, the wording below doesn’t trigger the marketing predictor:

“Shipping is free for orders over $150, except frozen items.”

Let me know how it goes!

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

MayaP — Tue, 10 Feb 2026 22:47:43 GMT

Thanks for sharing, @ryanwanner! If you run into anything specific, feel free to let me know and the team can take a closer look.

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

JTPets — Tue, 10 Feb 2026 23:16:59 GMT

Respectfully this is a horrible response. So I can spam anyone with an invoice but I can't reply to a message initiated by a customer without choosing my words very carefully.

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

nika — Wed, 11 Feb 2026 19:43:12 GMT

Fair point @JTPets . Invoices and message replies are handled by different systems (I know you know this), and the marketing filter only applies to certain outbound messages — hence the inconsistency. As with any automated service, the tool may not be 100% accurate. 😕

I’ve passed along your example to the team responsible so hopefully some improvements can be made.

Re: Bug: Cannot reply to customer-initiated conversation — blocked by marketing consent flo

JTPets — Wed, 11 Feb 2026 19:48:50 GMT

I am the party responsible for ensuring I meet legal compliance as a business, you are responsible for payments and CRM - let me manage my legal options - you manage the relationship data