Square + Converge

Square is a commerce platform from Block, Inc. (NYSE: XYZ) that bundles in-person card readers, online checkout, invoicing, appointments, and Square Messages — its own buyer-to-seller texting and email tool. For support teams, the integration question is not about hardware. It is about getting Square's transaction, refund, and dispute events into the same inbox that already handles WhatsApp, Instagram, Gmail, and the website chat widget, so an agent can answer “where is my refund?” without opening the Square Dashboard.

Square exposes that data through its Webhooks API: a subscription model that POSTs JSON event notifications (payment created, refund updated, dispute created, booking changed) to any HTTPS endpoint, with HMAC signature verification, automatic retries for up to 24 hours, and an Events API for backfilling missed notifications (Square Developer Documentation, 2026). Square Messages is a useful first-line channel inside Square itself, but it does not unify with other platforms — that is where a shared inbox sits next to it.

Dispute and refund context in the support queue: Square sends event notifications for dispute.created, dispute.state.updated, refund.created, and refund.updated the moment they happen on the seller's account. Routing those into the support inbox surfaces the transaction ID, amount, card brand, and dispute reason on the same screen as the customer's WhatsApp or email thread — the operator no longer flips to the Square Dashboard to verify a refund went out before replying.

Transactional support after a purchase: Most Square support tickets are not disputes — they are “did my payment go through?”, “what card did I use?”, “can I get a copy of the receipt?”. The payment.created and payment.updated events carry the amount, currency, payment source type, last four digits, and receipt URL. Surfacing that data alongside the customer profile removes the dashboard round-trip that pads first-response time on every post-purchase inquiry.

Appointments and food-service follow-ups: Square Appointments and Square for Restaurants both emit webhook events (booking.created, booking.updated, order.fulfillment.updated) that signal no-shows, reschedules, and pickup delays. Wiring those into the support queue lets the agent reach out before the customer messages first — the workflow most retail and service SMBs run today by manually checking the Square Dashboard.

Create a Square Developer app: sign in at developer.squareup.com/apps, click +, name the application, and open the Webhook subscriptions page. Set the notification URL (HTTPS only — the endpoint must reply with a 2xx within 10 seconds), pick the Square API version that includes the events you want, and copy the signature key — you will need it to verify every payload.

Subscribe to the events worth acting on: a focused list beats a noisy one. For most SMB support teams the high-value set is payment.created, payment.updated, refund.created, refund.updated, dispute.created, dispute.state.updated, and (if you take bookings) booking.updated. The full event catalog lives in the Webhook Events Reference. The Square Customers, Merchants, Customer Groups, and Customer Segments APIs do not support webhooks today — polling is the documented fallback for those.

Route the events into a shared inbox: Square does not ship a native Converge connector, so the supported path is the same as PayPal and Stripe — forward each webhook through Zapier, Make, or a direct call against the Converge API. A typical mapping: dispute.createdopen a high-priority conversation tagged “Square dispute” with the transaction ID and amount in the first message; refund.createdpost a private note on any matching open ticket; booking.updatedtrigger an outbound message confirming the reschedule. Test the chain in Square's Sandbox before flipping production traffic, and allowlist Square's webhook IPs (54.245.1.154 and 34.202.99.168) on firewalled endpoints (Square Developer Documentation, 2026).