Get started with 8x8 Work for NetSuite

Once you have access to 8x8 Work for NetSuite, you can launch the integration and manage calls directly from your NetSuite workspace.

Open the integration panel to explore the interface, access call controls, and handle customer interactions.

Note: The integration launches in a floating window.

Before you begin

To use the integration, you need:

  • Login access to a NetSuite account
  • Login access to an 8x8 Work extension

8x8 Work for NetSuite is dependent on your 8x8 Work extension also being logged in to either on your desktop or a mobile device.

Log in to the integration

To log in to 8x8 Work for NetSuite:

  1. Log in to your NetSuite account.
  2. In the NetSuite additional authentication screen, enter the answer (received from your supervisor) to the secret question.
  3. Click Submit.
  4. From the Home page, select Click here to open 8x8 panel. The integration launches in a floating window.
  5. A new tab launches requesting permission to access your account data. Click Continue.

  6. On the integration panel click Continue to Set up.

  7. Click 8x8 Work and Engage.
  8. Click Select.

Note: Steps 6 to 8 appear only during first-time setup, after clearing your browser’s cookies and cache, or after resetting the panel from the integration settings.

  1. When prompted, enter your agent credentials to log in to 8x8 Work for NetSuite.
  2. The authentication process runs in a new tab and automatically closes when completed.
    You can now use the 8x8 integration for NetSuite.

Tour the interface

The 8x8 Work for NetSuite interface includes the following main tabs at the top of the app:

  • Phone: Use to manage calls.
  • History: View your recent incoming, outgoing, and missed calls. From this list, you can quickly return a call or remove entries you no longer need.
  • Contacts: Access and search contacts and internal extensions.
  • Settings: Click the settings icon to configure your app preferences.

Select a tab to switch between features.

Access the integration settings

From the Settings , you can view connection status, manage screen pop settings (if permitted by your administrator), access advanced options, and report issues.

To access your integration settings:

  1. From the NetSuite Home page, select Click to open 8x8 panel from the custom portlet.
  2. The integration launches in a floating window. Add your credentials, then click Login.
  3. Click the Settings icon from the top of the 8x8 Work for NetSuite integration app.
  4. Use the following options:
    • Connect/Disconnect: Reconnect or disconnect the integration from NetSuite. The integration automatically connects when you log in.
    • Integrations: Access screen pop settings that control how the integration behaves during interactions. You can edit these settings if granted permission by the administrator. See Manage your integration settings.
    • Advanced: Reset the panel to clear call history and end your 8x8 session.
    • About: Displays application information such as username, phone number, extension, PBX, and version details.
    • Report a problem: Report issues or contact support.
    • Log out: Log out of 8x8 Work for NetSuite.

Manage your integration settings

Integration settings allow you to control how 8x8 Work for NetSuite behaves during interactions. Based on permissions configured by your administrator, you can enable or disable specific options that affect call handling, screen behavior, and activity logging.

To manage your integration settings:

  1. Click the Settings icon from the top of 8x8 Work for NetSuite.
  2. Select Integrations to view the options.

Note: You can only change interaction settings if permitted by the admin.

Setting Description Default state
Auto answer hard phone Allows calls to be automatically answered if the headset supports it. Enabled
Auto interaction log Allows the integration to automatically create a call log. Enabled
Interaction Outcome Options

Add additional information or interaction outcomes to organize interaction by outcome. Enter the names of each outcome tag separated by semicolons. For example, Voicemail; Wrong number; No answer.

After you create the tags, a new field appears in the integration where users can select an interaction outcome. This information is added to the interaction log.

Empty
Interaction history pop Allows the system to display the customer history page for inbound and outbound interactions in a single match scenario. Disabled
Inbound screen pop

Controls when the screen pop shows for inbound interactions:

  • Offered: when the phone rings.
  • Connected: when the call connects.
  • Never: no screen pop shows.
Offered
Pop a record during an interaction

Controls the screen pop behavior while handling multiple concurrent inbound interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays.

Note: This feature is for inbound interactions with a single matching record only and Inbound screen pop must be enabled.

Enabled
Pop behavior Controls how the screen pop is displayed—in a new tab or a new window. Tab
Pop interaction log in edit mode

This option configures whether the interaction log is popped in edit or view mode.

Note: Auto Interaction log must be enabled for this option to work as intended.

 Disabled
Screen pop first record in list in multi-match When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. Disabled