How to Track and Audit Customer Follow-Up Email Responses in NetSuite

📌 In collections and AR, sending a follow up email is only half of the battle. Without visibility into whether it was delivered, opened, or responded to, teams are left guessing. This lack of traceability slows down cash recovery, causes duplicate outreach, and weakens customer trust.

Oracle NetSuite ERP gives you tools to log, track, and automate all customer communications, emails, calls, and notes directly within the invoice or customer record. In this guide, we’ll show you how to centralize communication history, automate follow-ups, and ensure nothing slips through the cracks.

Steps to Track and Audit Follow-Up Emails in NetSuite

Step 1: Enable Tracking on Follow-Up Email Templates

Go to Documents > Templates > Email Templates > New

• Create or edit an email template.
  
  
• Check the Track Outgoing Email box.

This enables NetSuite to log email interactions, such as opens and clicks, for marketing emails. 

Step 2: Log Customer Responses Manually (for Campaign-Based Emails)

Go to Lists > Relationships > Customers > [Select Customer] > Marketing > Campaigns

• Click Add Response.
  
  
• Fill in the campaign details and select the response type (e.g., Received, Responded, Purchased).
  
  
• Save the response.

This manual process is useful for tracking responses to non-email campaigns or when automated tracking isn't available.

Step 3: Use System Notes and Audit Trail to See Email Activity

Go to Transactions > Management > View Audit Trail

• Apply filters to focus on email-related activities.

The Audit Trail provides a detailed history of transactions, including who made changes and when. 

Step 4: View Logs for Scheduled Email Alerts and Saved Searches

Go to Lists > Search > Saved Searches > [Select Saved Search] > Email

• Enable Send Email Alerts When Records are Created/Updated.
  
  
• Configure recipients and other settings as needed.

This setup allows NetSuite to send email alerts based on saved search criteria. 

Step 5: Capture Email Replies (For Case Management Use Only)

Go to Setup > Company > Enable Features > CRM > Support > Enable Capture Email Replies. With this feature, customer replies to case-related emails are automatically logged and attached to the corresponding case record.

If you’re using Oracle NetSuite ERP, you already have built-in features that help you track and audit these follow-up interactions without relying on add-ons or external plugins.

This is more common in support workflows, but some AR teams also use this to manage disputes, making this feature relevant for those scenarios.

Pro tip: Growfin plugs directly into your NetSuite environment to give you and your team an intelligent collections automation and help your team follow up with more clarity and less guesswork.

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