How to Record Call Notes in NetSuite

📌 Capturing details from customer calls and emails is critical for maintaining context across the collections and support process. When notes aren’t logged promptly or accurately, teams lose visibility, leading to repeated conversations or missed follow-ups. Oracle NetSuite allows direct logging of call notes using built-in phone call records, message attachments, and integrations with email systems.

Steps to Record Call Notes from Email or Call Sync

Step 1: Log Phone Calls Using NetSuite Records

• Navigate to the related record, such as Customer, Contact, or Support Case
  
  
• Click to create a new Phone Call Record from that page
  
  
• Enter details including Call Date, Time, Subject, and Participants
  
  
• In the notes or message field, capture key points from the call
  
  
• Link the phone call to other records as needed, ensuring complete traceability

Step 2: Sync Email Conversations to NetSuite

• Use NetSuite's Email Integration to sync communications from Outlook or Gmail
  
  
• Choose to attach emails as messages to relevant NetSuite records
  
  
• If a phone call is summarized in an email thread, that information can be logged under the related Customer or Case record
  
  
• This ensures email context is preserved and searchable in one place

Step 3: Use NetSuite's Built-In Note Features

• Navigate to the User Notes section of a customer or contact record
  
  
• Add free-form notes to summarize customer interactions or agreements
  
  
• NetSuite automatically records System Notes, which track changes to record fields and user activity

Step 4: Leverage Custom Records and Automation

• For more complex tracking needs, create Custom Records to log call-related data beyond the default fields
  
  
• Use SuiteScript to build automation that logs call summaries or syncs notes from third-party tools
  
  
• Tools like CloudExtend offer advanced call and email synchronization directly into NetSuite fields, reducing manual entry

Pro tip: Growfin streamlines customer management by automatically centralizing email threads, call notes, and follow-ups into a single timeline, providing finance and AR teams with the necessary context without requiring them to switch tabs. To learn more check out the Bridging the Receivables Efficiency Gap: Going beyond NetSuite webinar!

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