Why am I suddenly unable to text my clients?

[Umkee]

I need to be able to text new clients to let them know where to park, or when the building is locked. I have been sending them directions since my business opened three years ago. You can’t be seriously removing this text feature and are not trying to have us subscribe to text message marketing just to send a quick instructional text a a client, can you? If that is the case, it’s ludicrous. If there is a glitch, please  keep us posted. Square should be adding features, not removing them or suddenly charging for basic features we all need. Please reply with what is happening. 

[MayaP]

Hello @Umkee ,

I am sorry for any confusion but we did make changes to Square Messages Platform.

Seller's SMS communications are now dependent on customers starting the conversation by replying to service messages, like a receipt, appointment reminder, or order update, just to name a few. We're also working to re-enable unrestricted outbound messaging capabilities in the upcoming months. Please note that email and Facebook Messenger are not affected- sellers can still start email conversations with their customers independent of whether their customers have reached out to them first or not.

I understand these changes are difficult and again so sorry about the inconvenience! 
 

[taylorandjones]

Hello @Umkee @MayaP Thank you for addressing this issue.

I'm a website designer that works for Square Online sellers and I have a Square Online store as well.

Recently I deployed a Square > Payments > Invoices > Estimate via text, to a new client.

She accepted the estimate.

I wanted to reply with a follow-up text message about next steps.

I went to Square > Messages > Compose New Message > Select the Contact/Client.

"Assistant" has auto-populated the estimate link in the text message string for this client, which is awesome.

(Screen shot shown below.)

I would like to reply directly from this string to keep correspondence in one place for this project.

When I go to the Assistant panel, there's a note in the side bar, "These are conversations that Square Assistant has taken care of for you. You can still respond to these customers at any time." 

(Screen shot shown below.)

As @Umkee pointed out there's no mechanism to send a text, that I can find.

Since my client accepted the estimate, it would be great if this action/update populated in our text message string.

And, the estimate acceptance could count as customer reply, so I can continue corresponding within Square.

As noted at the bottom of the message area "Text messages can be sent as a reply to your customer's message."

Any helpful advice about this is truly appreciated!

~Susan J.

[MayaP]

Hey @taylorandjones this would be a feature request. The automated messages do send through text and because of changes, you wouldn't be able to reply. 

I am sorry about any confusion, let me know if you have any other questions.