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

[#1]

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.

[#2]

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

[#3]

@isabelle can this be escalated instead of moved?

[#4]

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

[#5]

thank you!

[#6]

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

[#7]

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

[#8]

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!

[#9]

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. 

[#10]

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. 

[#11]

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