NetSuite | Send individual messages with Conversations

You can send single messages to a record in NetSuite by using the Conversations feature which provides a 1:1 chat-like experience in real-time. The Conversations feature is available on the Customer, Lead, Prospect, Employee, Contact, Vendor and Partner record types.

Send a single message with Conversations

To message a single contact:

1. Open the contact record directly or open the corresponding customer record.

2. Click the Conversations button to open the Conversations pop-up window.

   

3. Use the Conversations screen to configure your settings and send your message:

   • Send to number: Contact number you’re sending the message to. If you want to choose other numbers saved for the contact, click the down-arrow and select from the drop-down list.
   • Conversations tab: Displays any 1:1 messages sent between you and the contact.
   • Files tab: Displays a list of all files you’ve sent and received in this conversation. You can also download these by clicking Download.
   • Scheduled Messages tab: Displays a list of your scheduled messages for this contact.
   • Header: Create a header for every message you send to this contact e.g. “Hi Jane"
   • Footer: Add a footer to every message you send to this contact e.g. signature
   • Sender ID: If you want to change the Sender ID, click the down-arrow and select from the drop-down list.
   • Templates: Click this to choose a saved template to use in your message.
   • Merge fields: When composing a message, you can select from a range of fields associated with the contact e.g. First Name
   • Highlight special characters (Unicode alert) toggle: Toggle this switch to highlight any Unicode characters in your message to help manage your SMS cost.
   • Message content field: Compose your message.
   • Character counter: Use this counter to track how many characters your message is using.

   • Attach file button: Attach images to send MMS messages by clicking this button and selecting a file. You can upload .jpg, .png or .gif files up to 410kB.

     Note: MMS is currently only available when sending to the US and Australia. To send MMS messages, you’ll need to enable the feature on your Sinch MessageMedia account by contacting support.

   • Schedule button: Schedule your message to send at a later date/time.

     

   • Send button: This button will be greyed out until you populate the message content window. Once you’ve composed your message or selected a template, you can click to send your message.
   • Expansion icon: Expand the message composition when writing longer messages.
   • Slide-out preview: If you want to see how your message looks before sending, click this icon and a phone preview will appear.

   

View Conversations files

To view and download Conversations files:

1. Click on the Files tab.
2. A list of all sent and received files in the conversation will display.
3. Click on Download to download the file to your device.

View Scheduled Messages in a Conversation

To view Scheduled Messages:

1. Click on the Scheduled Messages tab.
2. A list of all your scheduled messages due to send to this contact will show. Once the messages have been sent, they’ll disappear from this view and appear in the Conversations tab.

You can click on the More Actions (⋯) icon to open the menu to Cancel the scheduled message or Change the time of the scheduled message. You can also download any files by clicking Download under the attachment.

API credential prioritization

When sending an SMS message, the application will send using API credentials in the following priority: 

1. Individual credentials
2. Global credentials

If a user has individual credentials assigned, messages sent from that user will send using their individual credentials. If not, then the messages will be sent using the global credential.