Square Appointments Messaging

[theapothecaryg]

I realized today that I can no longer message my clients first via square messaging. I use this system, so I do not have to give out my personal number. I called support and they said their system was updated and you can now only message your clients if they message you first. Most of my clients see this as an automated system and do not realize it is also a texting tool. This is frustrating because this is my main form of communication with my clients that I apparently can no longer utilize unless they miraculously message me first. I hope this issue is resolved and that the old system is restored.

[TheRealChipA]

Hi @theapothecaryg.  Most likely, Square was fixing a hole in the Appointments app.  When customers set up appointments, and give you contact information like email and phone number, they agree to receiving automated communications from us — reminders, and so forth.  However, there are specific federal/state regulations and laws that prohibit us from using text for anything else without the client explicitly opting in.  My best guess is that Square made changes to keep us all in compliance with those regulations.

NOW……, a possible work around for you.

When your customers book an appointment, they will get a confirmation email when you accept the appointment.  You can, in settings, customize this message however you like.  I’d recommend you add a sentence or two letting them know that they can send you messages through Square Messaging, and that this is your preferred method of communication.  Once they have messaged you the first time, you are find replying back and forth all you want, since the feds consider the fact that they messaged you first to be explicit opt-in to receiving replies.

To customize this and any automated email, go to Appointments -> Settings -> Communications.  Scroll down to the “Email Notification Customization” section.  Click “Business Accept Appointment” and add whatever instructions you want to add.  Then all future appointments that are booked will get that message.  You can also remind them about this in the other automated emails by copying/pasting the same message to all of them.

I hope this helps.  Let me know if you have any further questions.

Regards,