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NetSuite | Adding Messaging to Workflows

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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. Here's how to add messaging to NetSuite workflows.

Prerequisites

These steps may have been completed as part of the initial setup - these are required to send messages via SuiteFlow:

1. Enable customer records for workflows

2. Create a workflow API credential record

 

Supported Record Types

Any message sent from NetSuite needs to have an Origin (who is sending the message) and a Recipient (who will receive the message). Below are the record types that support sending messages in workflows. 

Record Type Origin (Record) Recipient (Entity)
Customer ✅ - Supported ✅ - Supported
Lead ✅ - Supported ✅ - Supported
Prospect ✅ - Supported ✅ - Supported
Employee ✅ - Supported ✅ - Supported
Contact ✅ - Supported ✅ - Supported
Vendor ✅ - Supported ✅ - Supported
Partner ✅ - Supported ✅ - Supported
Opportunity ✅ - Supported ❌ - Not Supported
Sales Order ✅ - Supported ❌ - Not Supported
Estimate (Quote) ✅ - Supported ❌ - Not Supported
Quote (Estimate) ✅ - Supported ❌ - Not Supported
Case ✅ - Supported ❌ - Not Supported

 

Step-by-Step Instructions

The following steps provide guidance on adding messaging to existing workflows (for guidance building and working with workflows, see these NetSuite resources).

1. Ensure a template related to the origin record type is created to define the message contents (i.e. 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.

Best Practice - It's a 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 (i.e. Customer : Phone Is Not Empty).

5. Set the Record Type field to MM - SMS Workflow Job. 

6. 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 (i.e. “salesorder”).

Entity ID*

Formula

{ [field name] }

Formula referencing the field housing the ID of the recipient record (i.e. “{entity.id}”).
Entity Type* Text [record type name] Name of the record type of the recipient record (i.e. “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] }

Optionally, specify the field containing the desired destination phone number (i.e."{entity.mobilephone}"). If not specified, the related preferred phone field will be used.

Sender ID

Selection

[desired send from number]

Optionally, specify the sender ID (phone number) the message will be sent from.

7. Save the action.

8. Test the workflow to ensure a message is sent successfully.

 

NetSuite Workflow Guidance & Support

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

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