Explanation and Purpose of Post:
During my attempt to change the reply-to email for appointment-generated emails, I discovered some concepts that may be useful to others. The process, unfortunately, turned out to be confusing and frustrating for general customers. Despite spending hours on the phone, chat, and email with agents who gave me incorrect or unclear answers, I eventually found the solution on my own.
When I presented the information to the support person who emailed me back, they did not confirm their managerial status or address my concerns about the difficulties I experienced. The answer was just regurgitated back to me. I am uncertain whether my manager callback was ever acknowledged.
Nevertheless, I believe sharing what I learned could benefit both the community and the company. The information helped me understand the connections between the random pieces of information provided by support, even though some of it was beyond their level of expertise. I do not fault the agents for attempting to assist me, but I would have preferred to receive the correct answer on the first try.
Details:
I found the answer I was looking for in a thread on the developer.squareup.com forum. The answer given after I commented was concise and clear, unlike the runaround I got from the support agents. I believe this issue has been a problem for customers since 2019 based on various threads on sellercommunity.com.
While there are similarities between my issue and others reported by customers, I can't assume they're all the same. However, the pattern of my issue being overlooked and misunderstood is present in several threads.
I'm surprised that the feature request submitted hasn't received more attention, given the number of customers who have reported similar issues. I hope that by presenting the information in a clean and concise way, I can generate interest in my feature request.
Sources:
- https://developer.squareup.com/forums/t/change-the-reply-to-email-in-appointment-communication-email...
- https://www.sellercommunity.com/t5/Questions-How-To/Wrong-reply-to-email-being-sent-with-customer-ap...
- https://www.sellercommunity.com/t5/Square-Appointments/Change-reply-to-email-for-Square-Appointments...
- https://www.sellercommunity.com/t5/Troubleshooting/When-clients-quot-reply-quot-to-appointment-remin...
- https://www.sellercommunity.com/t5/Troubleshooting/Change-Reply-Email-From-invoicing-messaging-squar...
- https://www.sellercommunity.com/t5/Square-Appointments/Be-able-to-change-reply-to-email-address/idi-...
- https://www.sellercommunity.com/t5/Square-Appointments/Reply-to-Toggle-or-swap-of-data-source/idi-p/...
