Square Appointments - Post-Appointment Messaging?

[mitin]

Hi everyone,

I'm trying to figure out if it's possible to send automated messages to customers after their appointments are completed in Square Appointments. I'd love to be able to automatically send a thank you note and maybe even a request for feedback or a review.

I know you can configure reminders and notifications for upcoming appointments, cancellations, and reschedulings, but I can't seem to find an option for post-appointment messages.

Am I missing something? Is this just not a feature in Square Appointments? It seems like a pretty basic and useful function to have.

Any insights would be appreciated!

[TCSlaguna]

I know there is a third-party integration to collect Google Reviews.

@JessPoynter  any suggestions? 

[JessPoynter]

Ill have to double check when I get to my desktop so I have the full Dashboard menu; I'm pretty sure you can change wording for post-visit messaging. 

If not, you could do a workaround using email (or text) automation. For example, if you have something like Zapier, you could trigger an automatic email to go out a day (or whenever you want) after the visit giving post-visit info, review link, rebooking info, etc. 

[mitin]

Thank you @JessPoynter @TCSlaguna. I was trying to avoid using third party or other paid options, considering since there is pre appointment messaging already included, I wanted to see if there was an option for post transaction messaging, without paying additional fees

[TCSlaguna]

Asking for advice from @Simplystunnin01  @rjonin  @arickrtattoos  @BMarxMed  @Minion @MudFire_Dex  @Bronze_Palms 

[rjonin]

Yes, there's definitely something. My guests send in feedback when they receive their receipt.  

It may be in the feedback or receipt part of the dashboard.  But, I'm uncertain if this can edited.  I'll check and circle back. 

[MudFire_Dex]

Our class appointments unfortunately are also third party - via Acuity so we only use appointments in Square for New member orientations and utilizing Square marketing emails after that. I'm not sure about automations in Square - we use them in Acuity for the classes.

[JessPoynter]

As someone looking to do Classes soon, can I ask why you don't use the Square Classes function? What's missing for you?

[rjonin · Accepted solution]

Hello @mitin ,

A work around may be through the feedback section.  https://squareup.com/help/us/en/article/5241-get-started-with-square-feedback?utm_medium=web&utm_sou...

You may reply to your customers(with coupons, a message etc) who send in feedback from their receipt.  This may be cumbersome if you have a large customer base. 

Perhaps, the other way is square marketing. You may set up an automation via text or email.  https://app.squareup.com/dashboard/customers/marketing/automations

I hope these help.

[Bronze_Palms]

I use Zapier and Salesmessage to send feedback requests and thank yous. It works but would be great if we could use Square for that, I agree. 

[Contessa]

I have used a different platform with automated messages to send thank you messages to clients after visiting my salon and collect feedback. I will also appreciate if we can add this option with square appointments now. It will be very helpful 

[sandybpataxes]

Wow, its been a year and something like this is still not available. 
I came here hoping to find an update or some type of solutions without using 3rd party but its shocking that it hasn't been added. 

[AnnaBYLY]

Agree it’s shocking that this can’t be added. It literally just needs an extra email adding to the list that we can customise with confirmations/reminders/rescheduling requests. 

It just needs a ‘post service’ customisable email/text that we can set to go out and use the same options to insert things like the service they booked, the name of the the person they saw etc 

[mitin]

Hi Everyone

Thank you, but I ended up building a custom solution integrated with my website for this. 
It was more work but it works efficiently, 
I appreciate everyones efforts

[TCSlaguna]

@mitin  I would love to know what the solution entails, if you are willing to share. 

[JessPoynter]

Same! 
@mitin any chance you’d be open to sharing?

[mitin]

@JessPoynter @TCSlaguna 

I ended up building a custom front-end booking system for fancynailsspa.com that talks to the Square API. My bookings still live in Square Appointments on the back end, but I manage the entire user experience myself now.

A few reasons why I went this route:

• Google Tracking: I spent 4 hours on a call with Google (and confirmed with Square) that you cannot properly track conversions or run full analytics tagging on Square Online. Moving to my own site fixed that.

• Automated Reviews: I have a scheduled task that runs every night. It checks my completed bookings and automatically sends out a Google Review request.

• Design Control: I handle my own email blasts and templates now. Managing it from my own platform looks much better and is more flexible than the default Square templates.

It took some work to set up, but it’s the only way I could get the data and the "look" I wanted. Feel free to check out the site, and if you have questions , let me know—I’m happy to answer them

[TCSlaguna]

I think this clearly shows how important such a feature is for Appointments. 

[CurlyDoodle]

This feature is currently available. Go to Customers-> Marketing-> Google Reviews. I set this up for my business and it has generated many reviews.

[TCSlaguna]

@CurlyDoodle We would like a non-public facing review system that we can ask questions we’d like about the services client received with a certain service provider.