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Netsuite Integration Guide

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Netsuite Integration Guide

Integrating Velaro with Netsuite

Using Velaro's CRM integration tools you can interact directly with your Netsuite account right fromthe Velaro chat window and Agent Desktop, allowing you to create and modify records without anyhassle. This guide will walk you through setting up the integration, adding your own custom fields,managing your users, and how this powerful tool is used directly within the Velaro Agent Desktopand live chats.

**Please note that in order for your Netsuite account to work with Velaro, it will need tohave Web Services activated and enabled. This will allow the CRM to interact with Velarothrough the Agent Desktop software.**

If you are not sure where to enable or check for Web Services, then please log into your Netsuiteaccount and navigate to the Setup > Company > Enable Features section.

Then scroll down to the SuiteCloud section and check the Web Services checkbox located in theSuiteTalk(Web Services) settings option.

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Enabling Netsuite

First log into the Velaro Control Panel at cp.velaro.com and navigate to the Install > Integrationsection.

Within the [General] category, check the box for Enable CRM Integration and then selectNetsuite from the CRM Provider drop down menu.

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Lastly, you will need to connect your Netsuite account with Velaro. To do this select Netsuite fromthe CRM Systems.

Then within the Netsuite tab enter your Account ID as well as the Lead Status ID if you do nothave it set to the default value of 6 in your Netsuite account.

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If you are not sure what your Lead Status ID is then you will need to log into your Netsuiteaccount in a browser to locate it. Once logged in, navigate to the Setup > Sales drop down menuand select Customer Statuses

You will be directed to a complete list of your Customer Statuses for all record types. Here youwant to hover over or click the status New for stage Lead. The Lead Status ID will be part of theURL shown as id=XXXX. This is the value you want to input in the Control Panel as your LeadStatus ID.

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Back in the Control Panel there are some additional Global Options that you can set up at this timeas well, these will be located back in the [General] tab:

This will allow you to enforce records being created/associated with a visitor before a chatconcludes, force agents to log the chat transcript into the chosen record, and/or track your visitorsCRM info through their browser cookies allowing Velaro to automatically pull up a record for arepeat visitor/chatter.

Default and Custom Fields

Now that Netsuite has been enabled on your Velaro account, you will need to set up the record andfield types that you will be utilizing. If you have not already, from the menu tree on the left select Netsuite.

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Now to get things started, select Clone Default Fields to copy in the default field types andproperties

By cloning the default fields you will already have the basic record parameters. To map additionalfields select the Field Mapping tab and click the New Field button.

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Here you will be able to map additional fields including any custom fields your have created in yourNetsuite account. If you need to set up custom fields within the integration, then first you will needsome information related to your field. Sign into your Netsuite through a browser, and from the Setup > Customization drop down box select Entity Fields under Lists, Records, & Fields.

You will then be directed to a list of your custom fields. Select the field you wish to map, in this caseI will add a custom keywords field for my leads.

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In your field you should note the ID and the field type(input box, drop down, etc...).

Now go back to the Control Panel to the new field we have elected to add. Note that the FieldName and Field Label(highlighted in green) will determine how your field displays in the ControlPanel and Agent Desktop and you should name these as your want your agents to view them. Youthen need to select what type of record(lead, contact, account, etc...) this field applies to as well as ifit will be used for searching or creating records through Velaro. The Property Name should be setto the Field ID you noted in Netsuite, and your Control to Render set to the expected input type.

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**If your custom field is a drop down lost or combo box please see the additional instructionsbelow**

Lastly, remember to select This is a Custom field within my CRM system provided your new fieldis custom.

Once you have everything set remember to click Apply / OK to save your new field properly intoVelaro.

Field Name - This should be set to the Field Name as defined in your Netsuite account.Applies to Records of Type - Allows you to define the record type for the field you are creating(lead, contact, case, account)Chat Attribute - Allows you to pass in one of the Velaro attributes used within the chat forautomatic field population. For a complete guide on pre-populating fields please visit our community

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site here.This Field Is Used for Searching - Sets your field to be used in criteria for searching.This Field is Used for Creating - Sets your field to be used for creating recordings.Property Name - This should be set to the API name for your field as defined in NetsuiteField Label - Here you can define how the field will display in the integration itself, Display Order - Allows you to define the order of your fields for each record type displayed withinthe integration.

**Combo box and drop down lists**

If your custom field is a drop down or combo box, then you will need to take an additional step toensure that the list options are being correctly sent to Netsuite.

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Netsuite's API does not automatically populate lists, so we must define the available options andwhat values in Netsuite. To do this change your List Field Settings radio button to The Values forThis List are Defined.

For every option that your Agents should have access to within the chat then we'll need to have thatvalue mapped. In your Netsuite account your field value will have an associated list, which containsthe available options, if it is a custom list you can access the values by logging into your Netsuiteaccount and navigating to the Setup > Customizations > List section.

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Choose the list that your record field is utilizing,

Netsuite lists these internally with numeric IDs, so note which values you want to include in theintegration but in terms of their order. If you have not created specific numeric IDs then this willlikely be based on your original input order. In the above screenshot my values are 1(Mobile), 2(Windows) and 3(Mac).

Your numeric values should be included in the Value column, but please note that the Display Textentry is reflected in the Chat itself and while its not required to be the same verbiage as you have itlisted in Netsuite it is recommended to keep these the same.

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Additional Fields

Below you will find some additional fields that Netsuite offers by default in its system that we do notprovide automatically.

Type CreatePropertyName

SearchPropertyName

Control FieldType

List Type Label Used forLookup?

Used for recordcreation?

Contact email email Text box String - ContactEmailAddress

X

Contact company company ComboBox

String contact_company

ContactCompanyName

X X

Contact phone phone Text box String - ContactPhoneNumber

X X

Contact firstName firstNameText box String - ContactFirst Name

X X

Contact lastName lastNameText box String - ContactLast Name

X X

Contact comments MultilineTextbox

String Comments X

Contact title Text box String Job Title XCase title title Text box String - Subject XCase status ComboBo

xString supportCase_

statusStatus X

Case email email Text box String EmailAddress

X

Case company company ComboBox

String supportCase_company

CompanyName

X

Case incomingMessage

MultilineTextbox

String Description X

Case origin ComboBox

String supportCase_origin

Origin X

Case issue issue ComboBox

String supportCase_issue

Case Issue

Case category ComboBox

String supportCase_category

Type X

Case assigned assigned ComboBox

String supportCase_assigned

AssignedTo:

X X

Case caseNumber

Text box String CaseNumber

x

Case module ComboBox

String supportCase_module

Module: X

Lead leadSource ComboBox

String customer_leadSource

LeadSource

X

Lead phone Text box String PhoneNumber

X

Lead email email Text box String Lead EmailAddress

X X

Lead firstName firstNameText box String First Name X

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Lead lastName lastNameText box String Last Name XLead entityStatu

sComboBox

String customer_entityStatus

Lead Status X

Lead category ComboBox

String customer_category

Category X

Lead title Text box String Title XLeadContact

firstName Text box String Lead Contact FirstName

X

Lead companyName

companyName

Text box String CompanyName

X X

Lead salesRep ComboBox

String customer_salesRep

Sales Rep X

LeadContact

lastName Text box String Lead Contact Last NameX

Lead subsidiary subsidiary

ComboBox

String customer_subsidiary

Subsidiary x x

For a complete list of Netsuite lists that Velaro can pull back please click here.

Lastly, we recommend utilizing the Clear List Cache function found in the Netsuite tab. After youmodify or create any field this will flush any saved data ensuring everything is up to date for yourintegration in the desktop software.

.

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Adding Agents

You will also need to set up each of your Agent's Netsuite information in their Velaro usernames.Navigate back to the [General] menu and select CRM Users tab. From the Working On Userdrop down box select each Agent and input their Netsuite username, password, and Role ID if notdefaulted. Click Apply to save the information.

If you are not sure which Role ID in your account is default, or need to get the ID for any then youwill need to log back into Netsuite through a browser. In the top right area you should see your loginname, your Netsuite role and an icon of two people. Highlight over that area and you'll be presentedthe option for "View All Roles."

You will now be presented with a full list of user roles in your Netsuite account and can easily seewhich is the denoted as the default.

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If the user in Velaro is not the default role then you'll need to get the ID in addition to their usernameand password. Without the correct role settings, Netsuite will deny access when in the AgentDesktop and chat. To view the Role ID hover over the specific role and you should see a preview ofthe URL that your browser will launch.

Within that URL you should see id=XXXXX, this is the value you want to input in the ControlPanel. Please note that simply clicking the user Role will route you to your Netsuite homepage withthe user permissions adjusted, the role is specifically listed in the URL.

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Netsuite used in the Agent Desktop

Once saved your users will now have access to Netsuite directly in the Agent Desktop as well aschats.

Agent Desktop:

In the Agent Desktop there is now an accessible Netsuite tab, which the agent can use to searchthrough tickets and even access the account as if they had signed into a browser. Please note thatNetsuite does not allow a user to be signed in multiple browser sessions, so your agent should notbe using Netsuite from a different browser source while also using the Agent Desktop.

Live chats:

In your agent's chat window they will now also have an additional sidebar which they can use tosearch and create records. Once the chat window opens, if the visitor had previously chatted andhad a Netsuite record associated, then it will automatically populate.

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If the visitor's record had not been previously assigned, your agents can search Netsuite for anyexisting ones.

Your agents will also have the ability to create records directly within the chat. Simply by navigatingto the Create button within the Netsuite sidebar they can select to create a ticket.

**Note that Netsuite requires Contact and Account record types to come from exiting Leads.

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If there is not an existing lead you will need to create one in order to create a contact/account.**

Once the record type has been selected, they will be given all fields that you have previously definedin the Velaro Control Panel

Once you have created the record, you'll be redirected to view it in the chat but will also now beaccessible directly in Netsuite.

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If you would like additional resources, guides, or assistance please utilize the following links:

Online Community Live Chat Email Support

You can also reach Velaro's support department Monday-Friday 8AM-8PM by calling 1-800-983-5276 ex 2.