I just learned that Square has changed messaging permissions within Appointments and no longer allow, even if the customer has agreed to receive messages, Businesses to initiate communication with a customer. I cannot for the life of me comprehend any rational explanation for this shift. Essentially, my understanding is, in order to send a message to the customer, they must first send a message to you. That's great when they have a question but, in order to maintain top notch customer service, I sometimes also have to reach out to them.
If relevant, specifically, my business regularly has to initiate communication with customers (we are a barbershop--barbers get sick, run behind schedule, etc.). The previous ability to communicate via the same message that confirms the customer's appointment was seamless. Forcing us away from the ability to text message directly with the client feels like a return to the Stone Age for our business that prides itself on modernity and customer service. It is simply the nature of the world that customers are far more likely to see and respond to a text message than they are a call from an unsaved number and many do not regularly check their emails on file with Square.
Anyone else affected by this?
