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, all from recipient record.
In this article, you'll learn how to:
- Send a Single Message with Conversations
- View Files Shared in a Conversation
- View Scheduled Messages in a Conversation
Or, watch the video walkthrough below for a step-by-step guide to using the Conversations feature.
| Note - the Conversations feature is available on the following record types: Customer, Lead, Prospect, Employee, Contact, Vendor and Partner Records. |
Video Walkthrough
Sending a Single Message with Conversations
To message a single contact, you can start by either opening the contact record directly or opening the corresponding customer record:
When you open the contact or company record, you'll see a button at the top called Conversations. Click it to open the Conversations window:
This will open the Conversations window - which looks like this:
Here's what everything is:
1. Send to number - the contact number you're sending the message to. You can choose other numbers saved for this contact by clicking the down arrow and selecting from the drop-down.
2. Conversations tab - this is what you're looking at right now.
3. Files tab - click this to see a list of all files you've sent and received in this conversation.
4. Scheduled Messages tab - click this to see a list of all your scheduled messages for this contact.
5. Header - you can create a header for every message you send to this contact (e.g. "Hi John").
6. Footer - you can add a footer (a.k.a signature) to every message you send to this contact.
7. Sender ID - if you want to change the sender ID, just use the dropdown arrow to choose one from the list. You can configure your sender IDs from the MessageMedia Hub.
8. Templates - click this to choose a saved template to use in your message.
9. Merge Fields - when writing messages, this is where you can select from a range of fields associated with the contact (e.g. First Name).
10. Unicode alert toggle - toggle this switch to highlight any Unicode characters in your message to help you manage your SMS cost.
11. Message content field - this is where you write your message.
12. Character counter - use this counter to track how many characters your message is using.
13. Attach file - you can attach images to send MMS messages (.jpg, .png, or .gif files - max 410kB) by clicking this button and selecting a file.
| Important - MMS is currently only available when sending to the US and Australia. To send MMS messages, first you'll have to have the feature enabled on your MessageMedia account. To do this, you can submit a support request and our team will help you out. |
14. Schedule button - use this button to schedule your message to send at a later time/date.
15. Send button- this button will be greyed-out until you populate the message content window, once you've typed your message (or selected a template), you'll be able to click this to send your message.
16. Expansion button - use this button to expand the composer area when writing longer messages.
17. Slide-out preview - if you want to see how your message looks while you're typing it out, click this icon and a phone preview will appear.
Here's an example of the Conversations panel in action:
If you choose to schedule your message, here's what the scheduler looks like:
As you can see, it's pretty straightforward - just choose your preferred sending date and time and click Schedule Message.
Viewing Conversation Files
By clicking on the Files tab, you'll see an arrangement of all sent and received files in the conversation. You can also download these files by clicking the Download link:
Viewing Scheduled Messages in a Conversation
By clicking the Scheduled Messages tab, you'll see a list and previews of all your scheduled messages due to send to this contact. Once the messages have been sent, they'll disappear from this view and appear in the conversations window. Click on the 3-dots menu to Cancel the scheduled message or Change the time. You can also download the file by clicking the Download link under the attachment:
Once the messages have been sent, they'll disappear from this view and appear in the conversations window.
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
This means, 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.