Request to Change Automation Trigger for Client Reminders

[Margo89]

Hi everyone,

I’ve been trying to set up a simple and logical automation through Square Marketing, but I’ve hit a frustrating limitation.

Right now, the only available automation for lapsed customers is triggered 1.5 months after a regular customer stops purchasing, and it sends a $5 special offer. That’s nice in theory - but what if I don’t want to offer a discount?

I want to do something very simple:
Send a reminder to clients who haven’t returned in 3 to 4 weeks, just to nudge them to book their next appointment — without offering money off. Just a friendly reminder or perhaps a tip about their next visit. That’s it.

I reached out to support, and they told me that this kind of customization isn’t possible. Apparently, I can’t:

- Adjust the timing (e.g., 3–4 weeks instead of 1.5 months)

- Change the offer (or remove the discount altogether)

- Use this kind of logic unless it’s pre-configured by Square

Frankly, this feels like a huge limitation - especially for those of us paying for the Marketing plan. If I can't even tailor when and how I reach out to my own clients, what am I really paying for?

I’d love to hear from others - have you found a workaround for this?

It seems the only workaround is to manually create a campaign targeting a smart group of clients based on the dates that I need.

Thanks

[MayaP]

Hi @Margo89 - Thanks for sharing this. I can see how limiting that setup feels, especially when you are paying for a tool you want to tailor to your business.

Creating a manual campaign for a smart group does seem like the best workaround for now, but I know that's not ideal.

I'll tag some of our Super Sellers to see if they've found any helpful tips, and I’ll also share this feedback with the team. Really appreciate you taking the time to flag this. @a440 @balmonte @BlackAngelDsgns @BMarxMed @BofBArtStudio 

[MayaP · Accepted solution]

Hi @Margo89, thanks for your patience. I confirmed with our team that this isn’t possible at the moment. This would be considered a feature request, so I recommend sharing your insights there for our team to review and explore.

If you need anything else, please let me know!