Skip to main content
Every customer message is an opportunity to make a sale and build a loyal relationship. Resquash puts a direct chat channel between you and the people who are interested in your business, so you can answer questions, share details, and confirm orders — all without anyone leaving the app. This guide walks you through the chat experience and how to make the most of every conversation.

​
Handling a New Customer Inquiry

1

Receive the notification

When a customer sends you a message, you’ll receive a push notification on your phone (via the Resquash merchant app) and, if enabled, an email notification. Tap the notification to open the conversation immediately.
2

Open the chat

Access your chats from the Messages tab in the Resquash merchant app or the Inbox section of the web portal. All active and past conversations are listed here, sorted by most recent activity.
3

Read the customer's request

Take a moment to fully read the message before replying. Customers often include details like the specific item they’re interested in, their timeline, location, or budget. Understanding the full request lets you give a more helpful and accurate response.
4

Reply with details, pricing, or availability

Type your response in the message field. Be specific — confirm whether the item or service is available, share your current pricing, and let the customer know what to expect (timeline, delivery options, what’s included in a service, etc.). You can also attach photos, documents, or price lists to support your reply.
5

Send a purchase or booking link, or confirm in chat

Once the customer is ready to move forward, you can:
  • Share a direct link to the product or service listing so they can complete checkout in the app
  • Or, for services, confirm the booking details directly in the chat and use the Create Booking button to generate a booking request from your side
The customer will receive a notification to confirm and pay through the app.
Response time is one of the strongest predictors of whether a customer follows through with a purchase. Aim to respond within 30 minutes during your business hours. Merchants who reply quickly are ranked higher in search results and earn a “Fast Responder” badge on their storefront.

​
Attaching Photos and Documents

You can attach files directly in any chat conversation. Tap the paperclip icon in the chat input bar to attach:
  • Photos — share additional product images, examples of past work, or photos relevant to the customer’s question
  • Documents — send a PDF price list, service menu, or any other file that helps the customer make a decision
File attachments keep everything in one place, so the customer has all the information they need without leaving the conversation.

​
Setting an Away Message

When you’re outside your business hours or temporarily unavailable, set an away message so customers know when to expect a response.
Set up your away message in Settings → Notifications → Away Message in the merchant portal. A good away message includes your typical response time and your business hours — for example: “Thanks for reaching out! We’re currently closed but will get back to you within a few hours. Our hours are Mon–Sat, 9am–6pm.”
To configure your away message:
  1. Log in at merchants.resquash.com
  2. Go to Settings → Notifications
  3. Enable Away Message and type your custom message
  4. Set the hours during which the away message is active
  5. Save your changes

​
Chat FAQs

Yes. Download the Resquash merchant app on iOS or Android to manage all your customer chats on the go. The app supports the full chat experience — reading messages, replying, attaching files, and sending purchase or booking links — so you never have to be at a computer to respond to customers.
The customer receives a read receipt once you open their message. If you don’t reply within a reasonable time, Resquash sends you push notification reminders and a follow-up email so the inquiry doesn’t fall through the cracks. Customers are not left without feedback — they can see that their message has been received and that you’ll be in touch.
Yes. You can invite team members to your merchant account from Settings → Team Members in the merchant portal. Each team member gets their own login and can access the shared inbox. All replies appear under your business name, so the experience is seamless for the customer regardless of which team member responds.