CRM Logins: Link NetSuite, Dynamics 365 and HubSpot Users to Velaro Agents

When a call rings, the Velaro call pop inside your CRM (the NetSuite dashboard portlet, the Dynamics 365 chat panel, or any CRM plugin) shows only the calls of the agent who is signed in to the CRM. Velaro needs to know which Velaro agent each CRM login belongs to. It works this out in this order:

1. A CRM login you linked to the agent under Users > (agent) > CRM logins (by login email, by CRM user ID, or both).

2. The agent's own Velaro email, when the CRM login uses the same email.

3. The same mailbox ignoring a plus tag: andrea+test@company.com in Velaro and andrea@company.com in the CRM are linked automatically when exactly one agent matches. The automatic link is listed with the agent and can be removed.

When a CRM login is not linked

On a site with more than one agent, a CRM login that is not linked never sees anyone's calls. The pop says so: "Your NetSuite login (name@company.com) is not linked to a Velaro agent". Velaro also lists every such login on the Users page under CRM logins not linked to an agent, with when it was last seen. Pick the agent and click Link; the next call pops.

Who owns the calls Velaro logs to the CRM

When a call ends, Velaro logs it to the CRM record of the caller: a NetSuite Phone Call, a Dynamics 365 Phone Call (sites with Push transcripts on), or a HubSpot call. The owner is the agent who took the call:

• NetSuite: Assigned To and Organizer are the agent's linked NetSuite employee, or the active employee with the agent's email.
• Dynamics 365: Owner is the agent's linked Dynamics user, or the enabled user with the agent's email.
• HubSpot: Call owner is the agent's linked HubSpot owner, or the owner with the agent's email.

If no CRM user matches, or the CRM refuses the owner (for example the integration role cannot assign records), the call is still logged under the integration user.

The CRM user ID

• NetSuite: the employee's internal ID (the Velaro NetSuite SuiteApp sends it automatically).
• Dynamics 365: the user's ID (systemuserid).
• HubSpot: the owner ID.

One phone account connected to two Velaro sites

If the same Zoom account is connected to two Velaro sites, each call is recorded only by the site whose agent owns the called line, so it is never logged twice to the CRM or marked Missed on the other site. A call the phone system reports as answered is never recorded as Missed.

Manage it from the CLI or an AI assistant

• CLI: velaro agent crm-identity list, add --agent-email <velaro email> --provider netsuite --login <crm email> [--crm-user-id <id>], remove <id>, unlinked, link <id> --agent-email <velaro email>.
• MCP tools: agent_crm_identity_list, agent_crm_identity_add, agent_crm_identity_remove, agent_crm_identity_list_unlinked, agent_crm_identity_link.

Administrators only.