Overview: 8x8 integration for NetSuite

8x8 Work and 8x8 Contact Center integration with NetSuite brings phone communication through a dialer to your NetSuite environment. The application launches conveniently from your NetSuite dashboard, allowing you to combine the benefits of NetSuite with the capabilities of 8x8 Work and 8x8 Contact Center, and interact with your customers via phone without having to switch to another app.

Upon receiving an inbound call, the app tracks if the caller is an existing contact by searching your NetSuite contacts, and pops the matching record for you to preview and prepare for the call. This way, you gain full insight into communications with any returning caller. You can be better informed and prepared to answer calls by previewing relevant caller record details before accepting a call.

Audience

This guide is intended for NetSuite administrators configuring the 8x8 Work and/or 8x8 Contact Center integration for NetSuite.

Availability

The 8x8 integration for NetSuite is currently available in the United States, the United Kingdom, Australia, and New Zealand.

Features

8x8 integration with NetSuite supports integration with 8x8 Work and 8x8 Contact Center.

The integration offers the following features:

  • Make and receive calls faster.
  • Preview matching contact details and past interactions before answering a call, so you have context before the conversation starts.
  • Look up customer records during the call without putting the caller on hold.
  • Search the contact directory and start calls with one click.
  • Quickly log call details into NetSuite after every interaction.
  • Transfer calls and add multiple participants to resolve complex issues in a single conversation.
  • Support for SMS channels (Contact Center only).
  • Support for WhatsApp channels (Contact Center only).

Limitations

  • The NetSuite integration can only be launched in a floating window.
  • The NetSuite Home screen must be kept open while using voice channels.
  • The contact field is only populated when a valid parent company is also available. If no valid company is available, the call log will not include a contact or company association.
  • NetSuite REST APIs only support the default company language. Individual user language preferences are not recognized by the API and may trigger the following call log error:

    • {'detail':'Invalid language. REST web services currently only support the default company language, and do not support the language specified in your user preferences. Provide the Content-Language header with your default company language value 'en'.','o:errorHeader':'Content-Language','o:errorCode':'INVALID_HEADER'}

  • Limitations related to SMS support:
      • We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers.
      • We don't support MMS.
      • SMS messaging doesn't support images or emojis. It is plain text only.
      • Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent.
      • Group messaging is currently not supported for outbound SMS.
      • For outbound SMS, an SMS channel must be set up with a number for that region.
      • To send a message while on a call, there must be a disposition code set up.
      • Alphanumeric sender ID’s are not available.
  • Limitations related to WhatsApp support:

      • Agents cannot initiate outbound WhatsApp messages.
      • Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer.
      • When a .txt file is sent, its content appears directly in the conversation and interaction log instead of as a file attachment or link.
      • Attachments such as images, video recordings, GIFs, and documents are not supported in the interaction log. They appear as links, but cannot be accessed or opened.
      • When Enable Translation is turned on, emojis sent by external users are not transferred to the agent.
      • Voice notes are not supported in the interaction log.
      • Location pins are not supported in the interaction log.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

Integration with NetSuite supports:

  • Customer
  • Lead
  • Prospect
  • Employee
  • Vendor
  • Partner
  • Case