Engage Product Updates

NetSuite AI assistant: Let AI handle the follow-up 

You can now let AI read incoming SMS replies, suggest the right action, and carry it out once you approve, without leaving NetSuite.

What’s new with the NetSuite AI assistant 

1. AI reads the message and suggests an action 

When a customer replies via SMS, the AI assistant reads the message and surfaces a relevant action, rescheduling an appointment or creating a support ticket, based on what they’re asking for. 

Sinch Engage conversation view with a Suggested Actions panel open, showing two AI-detected actions: a request to reschedule an appointment and a product issue flagged for a support case, each with a Review button.

2. You review, edit, and approve 

Before anything happens, you stay in control. Review the suggested action, make any edits, and confirm. 

Sinch Engage Suggested Actions panel showing an AI-generated proposal to move an appointment from Thursday 10:00–11:00 AM to 4:00–5:00 PM, with the original time crossed out, the new time highlighted in green, and Edit and Approve buttons.

3. The AI carries it out 

Once approved, the assistant completes the task inside NetSuite. No extra steps, no switching between records. 

Ready to get started? 

The NetSuite AI assistant is now available for all Sinch Engage NetSuite users.