Cannot respond to a message sent via Square?

[VickisJewelry]

I had a customer send me a message through Square. A popup appeared on my phone and then I wasn't able to find it in the app again. At home I logged into Square via Chrome and there seems to be no way to reply to her message. 

Under the customer's email is a suggested reply which I will not use. Beneath that is an icon with a +, an icon with a $, and a text box that has the words "send via text". I am unable to enter anything in that text box, letters, numbers, nothing.

Hitting the + then gives me five options [appointment, coupon, estimate, invoice, photo]

Hitting the $ opens a small window that is Request Payment.

Is that correct? We cannot reply?

[ryanwanner]

Hello @VickisJewelry !

The only thing I can think of is that even though they reached out to you via text, your customer has opted out of text communications from you. When you're in your message inbox from the dashboard, you should be able to click on your customer's email address on the right pane. That will switch you over to sending a message via email. I recommend doing this from a desktop computer instead of your phone so you can adjust your sending method.

Hope this helps!

[VickisJewelry]

OK, thanks! Now I know the issue isn't me. The customer's email is not in their info, but their phone number is. 

It's still bizarre that they can send me a typed message but there is no way for me to reply.

[VickisJewelry]

I just checked my email, my regular email, and I have an email from Square saying [Customer] Has Sent You A Message. At the top of the email it has "Reply to this email to respond to [customer]"

So there IS a way to reply. I just hadn't checked my email yet.

What a weird system.

[ryanwanner]

I agree it's a little convoluted, but part of that is all the privacy laws we have here in the US. Sellers need explicit permission to text customers, and if I remember correctly there are some hoops we have to jump through when it comes to email too.

Blame all those big corporations who like to absolutely blow up digital messaging with their stupid ads...