thread Re: how are customers contacting me through square messages in Payments Troubleshooting

how are customers contacting me through square messages

bbutler222 — Sat, 20 Sep 2025 09:07:58 GMT

Before I disable this feature I want to know how in the heck are customers even finding this option? This feature is frustrating when you have 5 other messaging platforms to deal with. I know it's not the contact me section of my website because I just tested it and my test email went to my regular email account. Any help would be greatly appreciated. Thank you!

Re: how are customers contacting me through square messages

TheRealChipA — Thu, 20 Jul 2023 15:41:45 GMT

Hi @bbutler222. Most likely, the main place they are “finding you” to message you is via electronic receipts. The have the ability to leave non-public feedback here as well as other messaging opportunities. If you use text marketing, appointments and such those also open up the possibilities for direct messages between you and your customers. Here’s the Getting Started Help Document for Messages. In it. There is a section on “Do Not Disturb Mode” (see screen shot below) which explains what customers will see if you turn it on.

I hope that helps.

Re: how are customers contacting me through square messages

bbutler222 — Thu, 20 Jul 2023 15:58:05 GMT

Thank you @TheRealChipA you answered my question.

I don't like this feature because if I personally got a return message saying a company's direct messaging was turned off and to contact them directly it would deter me in going the extra mile and may contact someone else. I would lose a sale. This doesn't sit well with me and I did give my feedback on it already.

I appreciate you letting me know my options. Your answer was very helpful.

Re: how are customers contacting me through square messages

TheRealChipA — Thu, 20 Jul 2023 16:01:50 GMT

You’re welcome, @bbutler222. Messages (as a platform) is pretty new to the Square ecosystem. There are still features missing that many sellers have requested, and I would agree with you that it would be worthwhile to be able to disable it completely if we don’t want to do text communication with our customers. Hopefully we’ll see that option one day! In my case, I’d be happy never to receive non-public customer feedback, and only do text communication with my Loyalty Customers, since they are the only text marketing that I do these days. There is such a thing as too much togetherness, in my book!!! (But I’m an ancient Boomer. LOL)