NetSuite | AI messaging features in Netsuite

The Sinch SMS integration for NetSuite has several AI features to help improve your productivity:

• AI powered SMS workflow configuration

• AI conversation summary and sentiment analysis

• Suggested replies in SMS conversations

• AI productivity assistant

Privacy and legals

We only use AI models provided by NetSuite (n/llm) and no data leaves your account. AI features only work if you have enabled them in your NetSuite account. The relevant Oracle terms of use are here.

AI powered SMS workflow configuration

This feature helps you easily create new SMS workflow configurations using AI.

AI conversation summary and sentiment analysis

This feature helps you quickly understand what has been discussed in a long SMS conversation. 

1. Click the Summarize with AI button to get started.
2. The summary will open in a sidebar. 
3. You'll see:
   • The conversation status e.g. resolved if no further replies are necessary
   • The sentiment e.g. satisfied in this case
   • The summary e.g. a short summary of what was discussed

AI suggested replies

This feature helps you quickly draft a reply to the contact based on your organisation's preferred tone of voice and style.

1. Click the Suggest Reply button to draft a reply.

   

2. The suggested reply will appear in the message box.

3. Click the tick icon to accept the suggestion. You can then edit the message or send it immediately.

   

4. To change the tone of voice, you can modify the Context for AI workflow configuration field in Sinch Preferences.

   

AI productivity assistant

Users can use this feature to delegate tasks to the AI productivity assistant e.g. reschedule an appointment or generate a support case based on the conversation.

1. In a customer conversation, click the AI Assistant button and then select Suggested Actions.

   

2. Find the suggested action you want to take and click the Review button e.g. Reschedule Appointment, Create Support Case.

   

3. Review the AI proposal. You can choose to Dismiss, Edit or Approve the action.

   

   

4. Once approved, the task will be completed and you can confirm in the respective places.

   • e.g. Activities > Scheduling > Events.

     

   • e.g. Lists > Support > Cases.