NetSuite | Message templates

Message templates are pre-built messages that can reference record fields in order to merge in personalized information. Message templates can be used to send individual and batch messages and are required for workflow triggered messages. 

If you’re unable to see the Templates feature under the Sinch SMS tab, the NetSuite account administrator will need to configure:

• User Permissions: Add the Sinch Integrator (Managed) role to the user

• Center Tabs: Add a new Center Tab for Templates.

Create a message template

To create a message template:

1. In the top-navigation bar, hover over the Sinch SMS tab.
2. Hover over SMS Templates and then click on New SMS Template.

3. Configure the SMS Template:

   • RECORD TYPE: Select which type of records you want to draw from e.g. Contact record if you want to use contact-specific information.
   • TEMPLATE NAME: Enter a name for the template.
   • TEMPLATE: Compose your message in the template field.
   • Merge Fields: To personalize your message, you can add merge fields from records e.g. contact name.

   • Highlight special characters (Unicode alert) toggle: Toggle this switch to highlight any Unicode characters in your message to help manage your SMS cost.

     Note: Using Unicode characters significantly reduces the character limit of a single SMS message. If your message exceeds the single message character limit, it will become a multi-part message and require additional messaging credits to send.

     Merge fields containing Unicode will cause the message to be sent in Unicode format. The automatic detector will only identify Unicode characters present in the template field - it won’t detect any special characters present in the associated merge field data.

   

4. Once you've completed your template, click Save.

Add custom fields to templates

To add custom fields to templates:

1. Use the Global Search bar to navigate to the Sinch - Metadata record page.

2. From the list, click Edit next to the record type you want to add custom fields. You may need to add the record type first if it isn’t already on the list.

   Note: Make sure the FIELD CATEGORY is set to Standard.

   

3. In the FIELD LIST text box, add additional fields in JSON format. To make sure your metadata JSON is formatted correctly, you can use jsonlint.com. 

   To field the unique IDs, make sure you’ve activated the feature to show internal IDs and then click on the field label to show the ID.

   {
      "field_unique_id": "Label for template",
      "field_unique_id2": "Label for template 2"
   }

4. If you'd like to reference fields from other records, you'll need to use the records and recordsmap properties e.g. you want to reference the customer first name field from a field service asset record.
   • The metadata might look like this (note records and recordsmap):

   • {
       "custrecord1404": "pickup_date",
       "custrecord_nx_asset_serial": "serial",
       "records": { "Customer": { "firstname": "Customer Name" } },
       "recordsmap": { "Customer": "custrecord_nx_asset_customer" }
     }

   • You could then write a template like this:

   • Hi {{{records.Customer.firstname}}}
     we'll be on site tomorrow to pick up your equipment ({{{custrecord_nx_asset_serial}}}).
     
     Please call back on 1800 SCAFFOLD if you need to reschedule.

   • The structure works as follows:

   • {
        "records": { "your label for the record type": { "field_id": "your label for field" }},
        "recordsmap": { "your label for the record type": "field_id_for_the_related_record" }
     }

   • You can link multiple record types via the JSON structure. Make sure you add them in the records and recordsmap sections.
5. Once you have added the fields, click Save.

Manage templates

To manage your templates:

1. In the top-navigation bar, hover over the Sinch SMS tab.
2. Hover over SMS Templates and then click on List SMS Templates.

3. From the templates list, you can:

   • Search by template name or content
   • Preview the content of each template
   • Sort by the Last modified date
   • Sort by the the user who Last modified the template
   • Edit, View or Delete a template