Just in case anyone else is looking for information on this, I'll provide a little more detail on the customer experience.
When a client replies to an automated text about a scheduled appointment, they will receive the following message:
This is the Square service. Sorry, we did not understand your request. Reply HELP for help.
If a client replies with HELP they will receive a link to the Support Centre and an email address to contact Square support. They will also see a disclaimer on potential Msg/Data charges and info on how to unsubscribe.
With respect, No thats not "right". What is right one business is not right for another.
At the time of posting my original request (almost 1 year ago). I had many elderly clients that were extremely confused by the automated texts. Some opted out by accident. I contacted customer support to ask if the automations were customisable, to which I was told no, they weren't. Having "no reply" on a text is standard for most automated systems, our customers are used to seeing it and at the time it would have saved me alot of extra work and saved my clients alot of confusion. A very simple fix.
Since then the sms have become customisable so this is no longer an issue.
I find it really odd that Simonhunter is commenting on an old post, minimising my experience. Many different businesses use square and we all have different needs. Why comment on someone else's experience in this way, without knowing the details? It's disappointing that the square team then arrive and agree with him, saying "that's right!" Implying that I don't understand, when in fact it's you that didn't/don't understand.
I find it odd you find it odd I replied to your post asking a question when I am having a linked query on automated SMS on an open forum for a product we both use....and wanted to see if I was misunderstanding how something worked....but anyway....
Thanks for providing a little more context around why the addition of SMS customisation was so important to your business, we’re glad the feature has helped your more vulnerable customers in particular. And sorry this board wasn’t updated when the customisation for SMS notifications was made available.
Here in the community we get lots of feedback on what can be improved, and these requests are very often specific to different individual business needs, even when they are similar requests. With this in mind, we do encourage other sellers to discuss taking points and feature requests that have been previously raised. We also do our best to keep the information accurate and easy to understand for any other sellers who might want more details on similar topics or features raised within a post.
Please be assured that on this occasion the reply to the most recent post was only intended to provide more clarity on the ‘we don’t understand’ message that a customer receives if they were to reply to an automated SMS. I’ve edited the original post a little to ensure that’s clear.
Thanks, @HH22 and @SimonHunter for your continued support and collaboration in the community.
