Sending tailored emails when someone has booked/purchased specific things?

[AnnaBYLY]

I think the answer to this is no. But want to check before I invest more time into finding work arounds for it... 

If someone has purchased something or been for a class/massage I know that I am perfectly able to email them follow up information under GDPR rules. If someone has booked for a class/event I probably HAVE to email them with further information. 

I would like to be able to automate some of that; but I know that Square Marketing doesn't have the functionality to do this, even though it's SO close with the way you can group people based on what they've purchased, but it won't let you email them if they haven't said yes to Marketing in general, even if the email is specifically about the item they have bought....

Changing the standard purchasing emails wouldn't help either, because there is no way I could include all the different scenarios in one email. It has to be based on what they've purchased/booked/attended. 

Is there anyway to use Square to send these emails? Or is there an app integration that would do it? Without it then messing up me using Square Marketing for people who have signed up for marketing emails? 

(The best work around I've found so far is to make a template email for the item, send it to myself, and then forward copies to people manually as required. But this isn't ideal)

[Summer2024 · Accepted solution]

Hi, @AnnaBYLY !

You're correct in your understanding of both the GDPR rules and Square Marketing's current limitations. Let me break down the situation and provide some potential solutions:

Current Square Limitations:

1. Square Marketing:

   • Cannot send targeted transactional/service emails to customers who haven't opted into marketing
   • Doesn't differentiate between marketing communications and service-related follow-ups
   • No automated workflow based on specific purchase types

2. Square Automated Emails:

   • Limited to standard transaction receipts
   • Basic appointment/booking confirmations
   • Cannot be customized per product/service

Possible Solutions:

1. Third-Party Integration Options:

   A. Zapier Integration:

   • Connects Square to email services
   • Can trigger emails based on Square transactions
   • Maintains separate marketing vs. transactional emails
   • Setup:
     1. Square → Zapier → Email Service
     2. Create triggers for specific items/services
     3. Send through transactional email service

   B. Automation Platforms:

   • ActiveCampaign
   • Mailchimp (with e-commerce integration)
   • These can:
     • Differentiate between marketing and transactional emails
     • Automate based on purchase data
     • Maintain GDPR compliance

2. Square APIs (More Technical Solution):

   • Custom integration using Square's APIs
   • Separate transactional emails from marketing
   • Requires developer assistance or technical knowledge

Best Practices for Implementation:

1. Documentation:

   • Clearly document what constitutes:
     • Marketing communication
     • Service-related communication
     • Transaction-necessary information

2. GDPR Compliance:

   • Keep records of:
     • Legal basis for communication
     • Content categorization
     • Customer consent status

3. Customer Experience:

   • Set clear expectations
   • Provide value in follow-up communications
   • Make opt-out process clear

Short-Term Workarounds:

1. Template System:

   • Create organized folder of templates
   • Use mail merge features
   • Batch process similar purchases

2. Semi-Automated Solution:

   • Export daily/weekly purchase data
   • Use mail merge in email client
   • Send batch follow-ups

Long-Term Recommendations:

1. Evaluate Tools:

   • Consider cost vs. time savings
   • Look at scalability
   • Check GDPR compliance features

2. Integration Options:

   • Start with Zapier (lowest barrier)
   • Test with small customer segment
   • Scale based on results

I hope this breakdown helps. 

[AnnaBYLY]

Thanks for the detailed reply, this gives me some ideas for where to start with automating things. It’s such a shame that square doesn’t have this functionality when it’s marketing/loyalty program has so much potential and already links up in terms of discounts/items/rewards etc. 

Is it something that we might see developed in the future?