Twilio + NetSuite Integration

Email alone is not always enough. When a shipment is delayed, a payment fails, or a critical approval is needed, SMS and voice reach people faster and more reliably than inbox notifications. Twilio provides the communication APIs -- SMS, voice, WhatsApp, and more -- and integrating it with NetSuite lets you trigger those communications directly from ERP events. Orders ship, customers get a text. Invoices go overdue, collections gets an automated call. Approvals are needed, managers get an SMS with a link to act. Twilio turns NetSuite into a real-time communication platform.

How Twilio + NetSuite Works

The integration connects NetSuite workflow events, saved search triggers, and scheduled scripts to Twilio's messaging and voice APIs. At BrokenRubik, we build the integration layer using SuiteScript, RESTlets, or middleware platforms that detect events in NetSuite and send corresponding messages through Twilio. Customer phone numbers are pulled from NetSuite records, message content is dynamically composed from transaction data, and delivery status is logged back into NetSuite for tracking.

For inbound communication, Twilio can receive SMS replies or voice inputs and route them back into NetSuite workflows. A customer can reply "CONFIRM" to a delivery notification, and the response updates the sales order status in NetSuite. Two-way communication creates a seamless experience for customers and eliminates manual follow-up for your team.

Key Features

• Event-triggered SMS -- Send text messages automatically when NetSuite events occur: order confirmations, shipment notifications, payment reminders, delivery updates, and appointment confirmations.
• Voice call automation -- Trigger automated outbound calls for urgent notifications like payment failures, shipment delays, or escalation alerts. Calls can include dynamic content from NetSuite records.
• Two-way SMS communication -- Receive and process inbound SMS replies within NetSuite. Customers can confirm orders, approve changes, or provide feedback via text, with responses logged in the ERP.
• Communication logging -- Every message sent and received through Twilio is logged against the relevant NetSuite record -- customer, transaction, or case -- creating a complete communication history.
• Multi-channel support -- Reach customers through SMS, MMS, WhatsApp, or voice depending on their preference and the communication type, all managed from a single integration.

Common Use Cases

• Order and shipping notifications that send SMS confirmations when orders are placed, shipped, out for delivery, and delivered, reducing "where's my order" inquiries.
• Payment reminders and collections with automated SMS or voice calls for overdue invoices, including payment links and account balance information pulled from NetSuite.
• Appointment and delivery scheduling using two-way SMS to confirm, reschedule, or cancel service appointments, with responses updating NetSuite records in real time.
• Internal alerts and escalations sending SMS to managers when approvals are pending, thresholds are exceeded, or exceptions require immediate attention.
• Customer satisfaction surveys triggered after order delivery or case resolution, with responses stored in NetSuite for analysis and follow-up.

Getting Started

BrokenRubik builds Twilio-NetSuite integrations that add powerful communication capabilities to your ERP workflows. We handle Twilio account configuration, message template design, event trigger setup, and communication logging so your team can reach customers and stakeholders through the right channel at the right time.

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Frequently Asked Questions

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