NetSuite | Add messaging to workflows

Messaging can be automated by leveraging NetSuite's SuiteFlow feature for creating and executing workflows. Messages are triggered by creating an SMS Workflow Job record within the workflow. Automated messages and related replies are linked directly to the corresponding NetSuite records. 

To send messages via SuiteFlow, you’ll first need to:

1. Enable customer records for workflows

2. Create a workflow API credential record

NetSuite workflow guidance & support

For guidance or support with creating, managing, or troubleshooting workflows, see these NetSuite resources:

• SuiteFlow Overview
• Creating Your First Workflow
• Working with Workflows
• Workflow Administration
• SuiteFlow Reference and Examples
• Testing and Troubleshooting Workflows
• Workflow Samples

Supported record types

For the record types that are supported out of the box, refer to our supported record types.

If you are using a non standard record type, you'll need to follow the Advanced Workflow Configuration steps below and map the OPT-IN Workflow SMS field.

Workflow configuration

To add messaging to existing workflows:

1. Make sure a template related to the origin record type is created to define the message contents e.g. when sending from a sales order, the template used must reference the sales order record type.
2. In the top-navigation bar, hover over the Sinch SMS tab.
3. Hover over Workflow Configuration and then click on Workflow Configuration List.

4. Click on the + New Workflow button.

   

5. You can use AI-Assisted Creation or Manual Set Up to create the workflow configuration by toggling between the two buttons.
   • AI-Assisted Creation

     • Enter some information about your organization as well as the products and services offered. This helps the AI understand how to write the message. You can also include pointers on tone of voice. This information will be saved and remembered the next time you create a workflow configuration with AI.

       

     • Describe the workflow SMS you want to create. The more information you give the AI, the better it will work. Click the Generate button to build the workflow.

     • On the next screen, you can tweak the template and the other configurations. You can also click Edit AI Prompt and the AI will try again.

       

   • Manual Set Up - Configure the workflow fields:
     • Name: Enter a descriptive name for the workflow configuration e.g. Customer Order Confirmation. This helps you and your team quickly identify the purpose of the workflow.
     • Workflow trigger record type: Select the NetSuite record type that will trigger this SMS workflow when created or updated e.g. Sales Order, Invoice, Customer
     • Contact Field: Choose which related field contains the recipient of the SMS e.g. selecting Customer ensures the SMS will be sent to the customer linked to the chosen record.
     • Message Template: Select the message template to use when the workflow is triggered. After you've made updates, you'll need to refresh this page.
     • (Optional) Phone Number Field: Specify which field in the record stores the recipient’s phone number e.g. Mobile Phone. This ensures the SMS is sent to the correct number. If the Customer record has both Mobile and Phone fields, you could specify Mobile if that's where the numbers are stored. You can add custom phone fields if they are not showing. If this field isn’t set, the preferences defaults will be used.

     • (Optional) Attachment: Choose a file to attach to the workflow.

       Note: The filetype is restricted to .pdf, .png, .jpeg, or .gif.

     • (Optional) Sender ID: Choose the Sender ID that will appear as the sender on the recipient’s phone. This could be a short code, alphanumeric ID, or a phone number depending on configuration. Leave blank to use your account's default Sender ID.
     • (Optional) Workflow description: Provide a short internal note about what this workflow does e.g. Sends an SMS notification confirming the details of the customer’s order. This description makes it easier for admins to manage multiple workflows later.

     • Click Save Workflow to finalize and create the workflow configuration. After saving, a Workflow Config ID is generated, which is required to connect this configuration to a NetSuite workflow action.

       

6. Once the configuration steps are been set, you can finish setting up the workflow with the NetSuite Workflow wizard. Click the Complete your workflow now button to launch the wizard.

   

7. Add a state or edit an existing state. We suggest naming the state "Send SMS" or similar to make it easier to find.
8. Configure the state according to the workflow’s needs.
9. Create a new Create Record type action.
10. In the action window, configure the Basic Information, Condition, and Schedule sections according to the workflow's needs.
11. Configure the Parameters:
    • RECORD TYPE: Set to Sinch - SMS Workflow Job which links the NetSuite workflow to the Sinch SMS integration.
    • FIELD: Set to Record ID. This maps the internal NetSuite record ID into the workflow action. The formula {id} ensures the correct record instance is referenced when the workflow runs
    • Workflow Configuration: Select the workflow that should be executed e.g. Customer Order Confirmation. This links back to the workflow setup you created earlier in the Workflow configuration UI setup.
12. Click Save to commit the parameter setup so the workflow action is ready for execution.
13. Test the workflow to make sure a message is sent successfully.

Advanced workflow configuration

To add messaging to existing workflows (advanced):

1. Make sure a template related to the origin record type is created to define the message contents e.g. when sending from a sales order, the template used must reference the sales order record type.

2. Add a state or edit an existing state.

3. Configure the state according to the workflow’s needs.

4. Create a new Create Record type action.

5. In the action window, configure the Basic Information, Condition, and Schedule sections according to the workflow's needs.

   Note: It's best practice to add an action condition to ensure the intended recipient phone field is not empty. This will prevent message failures due to a null value e.g. Customer : Phone Is Not Empty.

6. Set the Record Type field to Sinch - SMS Workflow Job.

7. Set the following fields and column values. Required fields are marked with an asterisk*

   Field	Column	Value	Field Explanation
   Record ID*	Formula	{id}	Formula referencing the ID of the origin record that triggered the workflow.
   Record Type*	Text	[record type name]	Name of the record type of the origin record e.g. salesorder.
   Entity ID*	Formula	{ [field name] }	Formula referencing the field housing the ID of the recipient record e.g. {entity.id}
   Entity Type*	Text	[record type name]	Name of the record type of the recipient record e.g. customer.
   SMS Template*	Selection	[desired template]	The template used to populate the content of the message with a record type matching the origin record.
   Entity Phone	Formula	{ [field name] }	(Optional) Specify the field containing the desired destination phone number e.g. {entity.mobilephone}. If not specified, the related preferred phone field will be used.
   Sender ID	Selection	[desired send from number]	(Optional) Specify the sender ID (phone number) the message will be sent from.
   OPT-IN Workflow SMS	Formula	[opt in field]	If you're sending to a custom record type, you'll need to have an SMS opt in checkbox field and map it here.

8. Save the action.

9. Test the workflow to make sure a message is sent successfully.