IsOn24 Square Integration Guide

IsOn24 automatically responds to frequently asked questions about business hours and appointments. It alerts you of the rest; you can respond with even pictures and documents.

Setup? It's ready to go.

When you connect a Square location to an IsOn24 location, IsOn24 automatically learns the following information from your Square account.
1. Location names, addresses, and business hours
2. Customers - Name, email address, and Phone numbers only.
3. Service provider staff and their booking profiles - IsOn24 creates an internal calendar for each service provider staff.
4. Bookable services
Over time, when you change any of the above information, IsOn24 automatically gets the changes.
At the time of connection, IsOn24 also copies over the booked events for up to one month in advance.
After that, it automatically copies any booked events from Square Appointments, ensuring that when a client books over the phone, they only book available times. IsOn24 also copies over any cancellations in Square Appointments.

Manual steps

Applicable for Square appointments only:

If some of your service providers have different hours from the regular business hours, IsOn24 does not receive this information automatically from Square.

For each service provider, you will need to block their unavailable hours in their IsOn24 calendar.

Here is a video:

Limitations

IsOn24 integration does not support the following at this time:

Recurring meetings/class bookings
Booking services with a non-zero cancellation fee
Over-the-phone payments

How does the Square appointments subscription level affect IsOn24 integration?

The IsOn24 call agent service is exactly the same, irrespective of your Square Appointments subscription level.

However, the integration behavior is somewhat limited if you have a 'free Square Appointments subscription' because Square itself provides less functionality.
In particular, with a 'free Square subscription', a caller can cancel an appointment via IsOn24 only if they booked it via IsOn24 earlier.
If they booked through Square's online site, they cannot cancel via IsOn24.

**Please note that over time, the above limitations may change as per Square's updates.

How to connect?

You can connect your Square account with IsOn24 from either the Square app or the IsOn24 app.

From the Square app:

Go to the Square app marketplace
Search for IsOn24 and click on "Get started"

From the IsOn24 app:

Go to the IsOn24 app integrations
Search for 'Square' and follow the on-screen instructions.

Here is a video:

How to change or disconnect?

When you add a new business location in Square, you can also connect it with a corresponding new IsOn24 location. You can also disconnect your Square account from IsOn24.

From the Square app:

Go to the Square app App integrations
Look for IsOn24 and click on 'Manage' or 'Disconnect App.'

**Please note that when you disconnect IsOn24 from the Square app, it will disconnect all business locations connected to IsOn24.

From the IsOn24 app:

Go to the IsOn24 app integrations
Look for 'Square' and click on 'Manage' or 'Disconnect.

**Please note that when you disconnect Square from the IsOn24 app, it will only disconnect that specific business location from IsOn24. For a single-location business, this will suffice.

To disconnect multiple business locations from IsOn24:

Click "Manage" on step 2 above and follow the on-screen instructions. You may have to go through the Square authorization process again. It is a standard and essential security measure for your account.
On the Square integration locations screen, you can select and choose which locations to disconnect or click "Disconnect Square" at the top right to disconnect all at once.

Here is a video:

How it works - Appointments

Applicable for Square appointments only:

When your clients call to schedule appointments, IsOn24 will send them a text with a link to your Square online appointments site. If they wish to book an appointment over the phone, IsOn24 will offer them open slots from your Square calendar. You will find their booking in your Square calendar.

Note: IsOn24 automatically copies over most of the appointment settings from Square. Please **do not make any changes in the IsOn24 appointment settings.

If you do not use Square Appointments:

You are welcome to use IsOn24's appointments calendar. Your clients will get an option to book appointments online or over the phone. Either way, their bookings will show up in the IsOn24 calendar. You and your clients will receive appointment alerts via text and email.

You can also customize the service types, calendars (for service providers), and other aspects to suit your business.

Here is a video:

How it works - Voicemails and Text messages

When your clients leave voicemails or text you at your IsOn24 phone number, you will find them in the Conversations screen in the IsOn24 app. You will also receive alerts via text message and email.

Open the IsOn24 app
Go to Menu > Conversations.

From there, you can text back, call back, or book appointments for your clients.

Note: Be sure to use the text message templates for quickly sending rich text messages with picture and document attachments.

Here is a video:

How it works - Leads and Inquiries

When your clients request more information about your product and/or services, IsOn24 can ask them specific questions over the phone, such as their name, email, etc., to create an inquiry. You will find these inquiries in the Leads screen in the IsOn24 app. You will also receive alerts via text message and email.

Open the IsOn24 app
Go to Menu > Leads.

From there, you can text back, call back, or book appointments for your clients. Of course, you can customize the specific questions that IsOn24 will ask your clients.

Here is a video:

How does IsOn24 answer calls?

You can customize how IsOn24 answers your client calls, including its voice and how it greets your clients, but that's not all.

For example, you can also customize it so that when a client calls for a product inquiry, IsOn24 will ask for their name, email address, the product they are interested in, and any other relevant information you need.

To customize the Call experience, go to Menu > Call Experience.

Here is a video:

How does IsOn24 reply to Text messages?

IsOn24 automatically learns how to reply to client text messages from the call experience setup. You will also receive alerts for client text messages via text and email.

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