How to Track Customer Emails in NetSuite

How to Track Customer Emails in NetSuite

📌 Customer conversations often happen across scattered inboxes, making it difficult for finance and support teams to access a complete communication history. Without centralized email visibility, important context can be overlooked, resulting in delays and miscommunication. Oracle NetSuite offers native tools and third-party integrations to help track customer emails effectively within the system.

Steps to Track Customer Emails

Step 1: Enable Email Case Capture

• Go to Setup > Company > Enable Features > CRM > Support
  
  
• Enable Email Case Capture to convert incoming support emails into cases inside NetSuite
  
  
• Create Case Profiles to assign support addresses to different teams or products for better routing

Step 2: Use Message Records to Log Emails

• Open a Customer or Contact Record and use the “Messages” subtab to log emails
  
  
• Replies and forwards are auto-linked to the same thread for continuity
  
  
• Use SuiteScript if automation is needed to log emails programmatically

Step 3: Integrate with Third-Party Tools like CloudExtend

• CloudExtend connects NetSuite with Outlook and Gmail
  
  
• Emails are matched to the right NetSuite record based on sender-recipient info
  
  
• Helps teams work from their inboxes while maintaining CRM accuracy

Step 4: Track Marketing Campaign Responses

• Create a Saved Search of type “Campaign” and use the “Response Comments” field
  
  
• On your Marketing Template, check the “Track Outgoing Email” box
  
  
• Monitor open rates, bounces, and engagement via the campaign dashboard

Step 5: Monitor System Notes and Email Logs

• Use System Notes to track email-related record changes
  
  
• Schedule saved search emails to act as alerts; NetSuite logs these sends
  
  
• Check Lists > Relationships > Bounced Email Addresses for delivery issues
  
  
• Always ensure the “To Be E-Mailed” box is checked and a valid email is available on records

Pro tip: Growfin’s plugin simplifies NetSuite emails and collections automation by syncing all email threads, whether internal or external, into a single timeline. That means no digging through inboxes to find context before following up with a customer.

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