NetSuite | Supported record types

The Sinch integration has out of the box support for various record types.

Workflow messaging

Any workflow message sent from NetSuite needs to have a Trigger (record type which triggers the workflow and has the merge fields for the template) and a Recipient (the record which has the phone number) e.g. if you're sending an SMS for a sales order, the sales order would be the trigger and the attached customer would be the recipient. 

One on one messaging

Entity record types like customer and lead normally have phone numbers built in. We support conversational messaging on these records: you can send back and forth messages and see the message history.

Transactional record types like sales order and invoice do not have phone numbers by default. We support one way messaging for these record types using attached entity records. For example, you could send a shipment update from an item fulfilment record using the phone number from the attached customer. The SMS history would be visible in the customer record.

Record Type	Workflow messaging	One on one messaging
Customer	Recipient and trigger	Conversational
Lead	Recipient and trigger	Conversational
Prospect	Recipient and trigger	Conversational
Employee	Recipient and trigger	Conversational
Contact	Recipient and trigger	Conversational
Vendor	Recipient and trigger	Conversational
Partner	Recipient and trigger	Conversational
Opportunity	Trigger only	One way
Sales Order	Trigger only	One way
Estimate (Quote)	Trigger only	One way
Quote (Estimate)	Trigger only	One way
Case	Trigger only	One way
Invoice	Trigger only	One way: Extra setup needed
Item fulfilment	Trigger only	One way: Extra setup needed
Task	Trigger only	One way: Extra setup needed
FSM Asset	Trigger only	One way: Extra setup needed

Support for custom record types

If you've created a custom record type or installed a bundle with extra record types, you can add messaging support. You will need to add Sinch Metadata for that record type e.g. Configure automated SMS for field service use cases.