NetSuite | How to Create & Manage Message Templates

In this example, we're going to create a template to send out to contacts in order to confirm some details in their records. We'll use data fields such as first name, as well as a couple of other fields from the customer record to apply to our template.

Hi {{Firstname}}. Please can you confirm that you are still with {{{company}}} and that your billing address is still {Address}? Many thanks.

1. Start by going to MessageMedia  Templates  New Template

2. Choose the record type - this is basically telling the system which type of record we want to draw from - which in this case is the contact record because we want to use contact-specific information:

3. Next, name your template and then start to type your message in the template field.

If you want to include merge fields (i.e. data fields such as the contact's name), you can select from the Fields menu to add it to the message:

4. To automatically detect any Unicode characters in your template, click the toggle switch next to Highlight special characters to on, and any Unicode characters in your message will be highlighted:

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

Below are the steps to add custom fields for templates as well as the quick add fields while sending SMS: 

1. Start by going to Customization  Lists, Records & Fields  Record Types:

2. Scroll down the list and select MessageMedia Metadata:

3. Hover over More and select View Records from the options that appear:

4. From the list, click Edit next to the record type to which you wish to add custom fields (or add if the record type isn't in the list):

Important: Make sure Field Category is set to Standard

5. In the field list text box, add additional fields in JSON format

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

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

To make sure your metadata JSON is formatted correctly, you can use jsonlint.com.

If you would like to reference fields from other records, you'll need to use the records and recordsmap properties. As an example, let's say 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.

6. Once you are done adding fields, click Save

1. To see a list of your templates, go to MessageMedia Template List Templates

2. From the Templates list you have the following options:

A) Search by Template name or content.
B) Preview the content of each template.
C) Sort by the last modified date.
D) Sort by the user who last modified templates.
E) We've added actions inline with each templates to Edit, View or Delete

If you can't see the templates feature under the MessageMedia tab, your NetSuite account administrator will need to configure the following:

• User Permissions - add the MessageMedia Integrator (Managed) role to the user.
• Center Tabs - add a new Center Tab for Templates. This NetSuite article can guide you through creating Center Tabs.