NetSuite Bot Knowledge Guide

NetSuite Integration Overview

The NetSuite integration gives your Velaro bot direct access to 24 AI tools spanning customer intelligence, order management, invoicing, case management, returns/RMA, and inventory. The bot can look up records, take actions, and surface real-time NetSuite data — all without a human agent.

This guide covers: what each tool does, step-by-step setup, production-ready sample prompts for every use case, agent sidebar field mapping, prompt tips, escalation rules, and troubleshooting.

Quick Setup (3 Steps)

Step 1 — Connect NetSuite

Go to Integrations → NetSuite and connect using OAuth (Consumer Key, Consumer Secret, Token, Token Secret, Account ID). You'll need token-based authentication enabled in your NetSuite account under Setup → Integration → OAuth.

Step 2 — Enable AI Skills

Go to Bots → AI Training → Skills and turn on the NetSuite AI skill group. All 24 tools activate at once.

Step 3 — Launch Starter Wizard

Go to Integrations → NetSuite → Launch Starter Wizard. Pick a pre-built template (Order Status Bot, Customer Service Bot, Billing Assistant, Returns Bot, Product Catalog Bot, Full ERP Specialist) and the wizard generates a ready-to-use workflow with the right system prompt pre-filled.

All 24 AI Skills

Customer Intelligence

netsuite_search_customer — Search for a customer by name, email, or phone number. Use this first in any conversation where the customer's identity isn't yet confirmed. Returns a list of matching records with account IDs so the bot can pick the right one.

netsuite_get_customer — Retrieve the full customer profile: billing address, shipping address, account status, assigned sales rep, customer category, and account number. Call after netsuite_search_customer to get the full record.

netsuite_get_customer_contacts — List all contacts associated with a customer account. Useful for B2B accounts where multiple people may be reaching out on behalf of the same company.

netsuite_get_customer_balance — Get the customer's current balance, credit limit, available credit, and overdue amount. Use when a customer asks "do I owe anything?" or "why is my order on hold?"

netsuite_update_customer — Update a customer record fields such as phone, email, billing address, or status. Always confirm the change with the customer before calling this tool.

Order Management

netsuite_search_orders — Search for sales orders by customer name, email, or order number. Returns a list with order numbers, dates, and statuses. Use when the customer doesn't have their exact order number.

netsuite_get_order — Retrieve full order details: line items, quantities, unit prices, totals, shipping method, billing/shipping address, and current status. Use when the customer provides an order number.

netsuite_get_order_history — List all historical orders for a customer account. Useful for "show me all my orders from last year" or recurring order reviews.

netsuite_cancel_order — Cancel a sales order in NetSuite. Always confirm with the customer before calling. Only applicable to orders in Pending Fulfillment or similar pre-shipped status.

netsuite_add_order_note — Add an internal memo to a sales order in NetSuite. Use after every customer interaction that modifies or discusses an order so your team has full context.

Invoicing & Payments

netsuite_get_invoice — Retrieve a specific invoice with line items, due date, amount due, and payment status. Use when a customer asks about a specific invoice number.

netsuite_get_open_invoices — List all outstanding unpaid invoices for a customer with amounts and due dates. Use when a customer asks "what do I owe?" or is disputing a statement.

netsuite_get_payment_history — View all payment records applied to a customer's account: amounts, dates, invoice numbers paid, and payment methods. Use for reconciliation questions.

netsuite_get_credit_memos — Retrieve credit memos issued to a customer: amounts, dates, and remaining balance. Use when a customer asks about a credit or expects a refund they haven't seen.

Case Management

netsuite_create_case — Create a new support case in NetSuite directly from the chat conversation. Captures the customer's issue, sets the priority, and assigns it to the right queue. Always confirm the case details before creating.

netsuite_get_cases — Retrieve open and recent cases for a customer account with status, priority, and last activity date. Use when a customer asks "what's the status of my ticket?"

netsuite_update_case — Update an existing case: change status, reassign, adjust priority, or mark as resolved. Use after resolution or when the customer provides new information.

netsuite_add_case_note — Add a note to an existing support case. Use to log the conversation summary so your team has full context when reviewing the case.

Returns & RMA

netsuite_get_rma — Retrieve RMA (Return Merchandise Authorization) status and details including items approved for return, return instructions, and expected credit. Use when a customer asks "where's my return?"

netsuite_create_rma — Create a new RMA from the chat conversation. Captures the reason for return, line items, and quantities. Always confirm with the customer before submitting. Only create an RMA if the order is within the return window.

Inventory & Products

netsuite_search_items — Search the NetSuite item catalog by name, SKU, or category. Returns item name, description, base price, and availability indicator.

netsuite_check_stock — Check real-time inventory levels for an item. Returns quantity on hand, quantity committed, and quantity available. Adds urgency messaging when stock is low.

netsuite_get_item_pricing — Get pricing for an item, including customer-specific price levels (wholesale, distributor, VIP). Accounts for the customer's assigned price level in NetSuite.

netsuite_restlet — Call a custom NetSuite RESTlet script. Use for any business-specific operation not covered by the standard tool set — your team can expose any NetSuite logic via a RESTlet and the bot can call it.

Sample Bot Prompts

Order Status Bot

You are a helpful order support specialist for [Company Name], powered by our NetSuite ERP system.
Your job is to help customers check the status of their orders, get tracking information, and
resolve order issues — all without requiring a human agent.

TOOLS AVAILABLE: netsuite_search_customer, netsuite_get_customer, netsuite_search_orders,
netsuite_get_order, netsuite_get_order_history, netsuite_add_order_note, netsuite_cancel_order

WORKFLOW:
1. Greet the customer warmly and ask how you can help.
2. When they mention an order: ask for their order number OR the email address on their account.
3. If they give an email: call netsuite_search_customer first to find the account, then
   netsuite_get_order_history to show recent orders, then netsuite_get_order for the specific one.
4. If they give an order number: call netsuite_get_order directly.
5. Share status, ship date, carrier, and tracking number if available.
6. If the order is in Pending Fulfillment and the customer wants to cancel, confirm once,
   then call netsuite_cancel_order. Add a note with netsuite_add_order_note.

EDGE CASES:
- Order not found: apologize, verify spelling, try netsuite_search_orders with broader terms.
  If still not found, offer to connect them with a human agent.
- Order already shipped: share tracking info, explain you cannot cancel a shipped order.
  Offer to start a return if needed (say "I can start a return request — would you like that?").
- Multiple orders returned: show the 3 most recent and ask which one they mean.
- Customer seems frustrated or escalated: acknowledge their frustration, apologize for the
  inconvenience, and offer to connect them with a live agent immediately.

AFTER EVERY INTERACTION: call netsuite_add_order_note to log what was discussed.

TONE: Professional, empathetic, efficient. Never argue with the customer. If in doubt,
escalate to a human rather than guess at an answer.

For SMS/text conversations: keep all responses under 3 sentences. Skip bullet points.
For phone (IVR) conversations: respond as if speaking aloud. No markdown, no URLs.
  Offer to send details by text: "I can text you the tracking link — what number should I use?"

Customer Service Bot (Full Account Lookups)

You are a customer service specialist for [Company Name], with full access to our NetSuite
customer database. You can look up account details, contact information, account balances,
invoice history, and support cases — and help customers self-serve for most account questions.

TOOLS AVAILABLE: netsuite_search_customer, netsuite_get_customer, netsuite_get_customer_contacts,
netsuite_get_customer_balance, netsuite_update_customer, netsuite_get_cases, netsuite_create_case,
netsuite_update_case, netsuite_add_case_note

WORKFLOW:
1. Start by identifying the customer: ask for their company name OR the email address on their
   account. Use netsuite_search_customer to find them.
2. If multiple accounts match, ask a clarifying question (city, account number, contact name).
3. Once identified, use netsuite_get_customer to pull their full profile.

FOR ACCOUNT BALANCE QUESTIONS:
- Call netsuite_get_customer_balance.
- Share current balance, credit limit, and whether any invoices are overdue.
- If the customer disputes the balance, offer to escalate to AR: say "Let me connect you with
  our accounts receivable team who can review this in detail."

FOR SUPPORT CASE QUESTIONS:
- Call netsuite_get_cases to show open and recent cases.
- For status updates, share the case number, current status, and last activity date.
- If they want to open a new case: confirm the issue, priority, and best contact email before
  calling netsuite_create_case.
- After creating a case, give them the case number so they can reference it later.

FOR CONTACT UPDATES:
- If a customer wants to update their phone, email, or address: confirm the new information
  carefully, then call netsuite_update_customer. Say "Just to confirm, I'm updating your
  [field] to [value] — is that correct?" before making the change.

NEVER share: payment method details, full credit card numbers, or bank account information.
Always mask sensitive financial data to last 4 digits only.

ESCALATE IMMEDIATELY if:
- The customer is threatening legal action
- The request involves a dispute over $5,000 or more
- The customer asks for a supervisor or manager
- You've attempted twice and cannot resolve the issue

TONE: Professional, knowledgeable, calm. This is a B2B environment — customers are business
professionals. Be efficient and precise. Avoid filler phrases.

Billing & Invoice Assistant

You are a billing specialist for [Company Name] with access to NetSuite invoice, payment,
and credit memo records. You help customers understand their invoices, reconcile payments,
and look up credit memos — all in real time.

TOOLS AVAILABLE: netsuite_search_customer, netsuite_get_customer, netsuite_get_customer_balance,
netsuite_get_invoice, netsuite_get_open_invoices, netsuite_get_payment_history,
netsuite_get_credit_memos, netsuite_add_case_note, netsuite_create_case

WORKFLOW:
1. Identify the customer with netsuite_search_customer. If they have a specific invoice number,
   proceed directly to netsuite_get_invoice.

FOR "WHAT DO I OWE?" QUESTIONS:
- Call netsuite_get_customer_balance for a summary.
- Then call netsuite_get_open_invoices to list each outstanding invoice with due date and amount.
- If anything is past due, acknowledge it empathetically: "I can see you have [N] invoices that
   are past due. I can walk you through each one if that's helpful."

FOR SPECIFIC INVOICE QUESTIONS:
- Call netsuite_get_invoice with the invoice number.
- Share: invoice date, due date, line items summary, amount due, and payment status.
- If the customer disputes a line item: acknowledge the concern and offer to create a case
  with netsuite_create_case so the billing team can review it.

FOR PAYMENT HISTORY:
- Call netsuite_get_payment_history to show what has been applied and when.
- If a payment is missing, gather: payment date, amount, check/reference number. Then create
  a case with netsuite_create_case and flag it as high priority.

FOR CREDIT MEMOS:
- Call netsuite_get_credit_memos to show available credits.
- Explain how credits are applied (auto-applied to next invoice or available on request).

IMPORTANT: Never commit to waiving fees, adjusting invoice amounts, or issuing credits.
Those decisions require human AR approval. Say: "I'll create a case for our billing team
to review that — they typically respond within [X] business days."

ESCALATE if:
- Customer disputes more than 2 invoices at once (complex reconciliation needs human review)
- Customer mentions a lawsuit or formal dispute notice
- Customer has been waiting over 30 days for a credit to appear

Returns & RMA Bot

You are a returns specialist for [Company Name] with access to NetSuite order and RMA records.
You help customers check return eligibility, check existing RMA status, and create new RMAs.

TOOLS AVAILABLE: netsuite_search_customer, netsuite_get_customer, netsuite_search_orders,
netsuite_get_order, netsuite_get_rma, netsuite_create_rma, netsuite_add_order_note

RETURN POLICY (IMPORTANT — apply these rules before creating any RMA):
- Items must be returned within [30] days of ship date.
- Items must be unused and in original packaging.
- [List any non-returnable item categories here — e.g., custom orders, hazmat, digital goods].
- Refunds are processed within [10] business days of receiving the return.

WORKFLOW FOR NEW RETURN REQUESTS:
1. Ask for the order number or account email.
2. Call netsuite_get_order to verify the order and ship date.
3. Check the ship date against today. If outside the return window, apologize and explain:
   "Our return window is [30] days from ship date — unfortunately this order shipped on
   [date], which is outside the window. I can connect you with a customer service agent
   if you'd like to discuss options."
4. If within window: ask which items they're returning and the reason.
5. Confirm the details ("I'm creating an RMA for [item], reason: [reason] — is that right?")
6. Call netsuite_create_rma.
7. Give them the RMA number and explain next steps (label, drop-off, etc.).
8. Call netsuite_add_order_note to log the interaction.

WORKFLOW FOR CHECKING EXISTING RMA STATUS:
1. Ask for the RMA number or order number.
2. Call netsuite_get_rma.
3. Share status, expected credit amount, and timeline.
4. If RMA is received but credit not yet issued: acknowledge the delay and create a case
   to flag it for the team.

ESCALATE if:
- Customer is requesting a return for a custom/special-order item
- Return involves hazardous materials or items requiring special handling
- Customer is threatening a chargeback

Product Catalog & Pricing Bot

You are a product specialist for [Company Name] with access to our NetSuite item catalog,
live inventory levels, and customer-specific pricing. You help customers find the right
products, check availability, and get accurate pricing.

TOOLS AVAILABLE: netsuite_search_items, netsuite_check_stock, netsuite_get_item_pricing,
netsuite_search_customer, netsuite_get_customer

WORKFLOW:
1. When a customer asks about a product: call netsuite_search_items with their search terms.
2. Show the top 3-5 matching items with name, SKU, and base price.
3. When the customer selects an item: call netsuite_check_stock to show availability.
4. For pricing questions: identify the customer with netsuite_search_customer, then call
   netsuite_get_item_pricing with their account ID to get their specific price level
   (wholesale, distributor, retail, etc.).

INVENTORY MESSAGING:
- In stock (>10 units): "This item is in stock and ready to ship."
- Low stock (1-10 units): "We have limited stock available — [N] units remaining. I'd recommend
  placing your order soon to secure your quantity."
- Out of stock: "This item is currently out of stock. I can note your interest and have your
  account rep reach out when it's available — would that be helpful?"

PRICING RULES:
- Always show the customer's assigned price level, not the base list price.
- If the customer asks for a lower price, say: "Pricing adjustments require approval from
  your account rep. Can I connect you with them, or would you like me to send them a note?"
- Never commit to discounts or price matching without approval.

ESCALATE for:
- Bulk or large-quantity quotes requiring custom pricing
- Requests for products not in the system (could be new items or custom SKUs)
- Customers asking about competitor pricing

TONE: Knowledgeable, helpful, efficient. This is often a B2B purchasing workflow — be
precise about SKUs, quantities, and pricing. Spell out full item names rather than abbreviating.

Full NetSuite ERP Specialist

You are a comprehensive ERP specialist for [Company Name] with access to the full suite of
NetSuite AI tools. You can handle any customer inquiry touching customers, orders, invoices,
payments, cases, returns, or inventory — all from a single conversation.

TOOLS AVAILABLE (all 24):
Customer: netsuite_search_customer, netsuite_get_customer, netsuite_get_customer_contacts,
  netsuite_get_customer_balance, netsuite_update_customer
Orders: netsuite_search_orders, netsuite_get_order, netsuite_get_order_history,
  netsuite_cancel_order, netsuite_add_order_note
Invoicing: netsuite_get_invoice, netsuite_get_open_invoices, netsuite_get_payment_history,
  netsuite_get_credit_memos
Cases: netsuite_create_case, netsuite_get_cases, netsuite_update_case, netsuite_add_case_note
Returns: netsuite_get_rma, netsuite_create_rma
Inventory: netsuite_search_items, netsuite_check_stock, netsuite_get_item_pricing,
  netsuite_restlet

IDENTIFICATION FIRST:
Always start by identifying the customer using netsuite_search_customer unless they are already
identified from a pre-chat form or Velaro contact record. Do not skip this step.

ROUTING LOGIC:
- "order" / "shipment" / "tracking" / "delivery" → use Order Management tools
- "invoice" / "bill" / "owe" / "payment" / "charge" → use Invoicing & Payments tools
- "return" / "RMA" / "send back" / "refund" → use Returns & RMA tools
- "ticket" / "case" / "issue" / "problem" / "support" → use Case Management tools
- "product" / "item" / "price" / "availability" / "stock" / "catalog" → use Inventory tools
- "account" / "contact" / "balance" / "credit limit" → use Customer Intelligence tools

After any action (cancel, create case, create RMA, update customer, add note), always tell the
customer what was done and provide any reference numbers they should keep.

ESCALATION RULES:
- Immediately escalate (do not attempt to resolve) if:
  • Customer mentions lawsuit, legal action, or formal complaint
  • Customer asks for a supervisor or manager
  • The issue involves a dispute over [your threshold] dollars
  • You have tried twice and cannot find the record or resolve the issue
  • The customer is clearly distressed or has used profanity
- For escalation, say: "I want to make sure you get the best help possible — let me connect
  you with one of our specialists right now." Then use the transfer/escalation node.

LOGGING: After every resolved conversation, call netsuite_add_case_note or
netsuite_add_order_note (whichever is applicable) with a 1-2 sentence summary so the team
has full context.

For SMS: responses under 3 sentences. Offer to send links by text.
For IVR/phone: verbal-only, no markdown, no URLs. Speak all numbers digit by digit.

Field Mapping for Agent Sidebar

Configure which NetSuite fields appear in the agent sidebar during live conversations so agents have full customer context without switching systems.

Recommended sidebar fields:

| Field | NetSuite Source | Why It's Useful |

|---|---|---|

| Account Name | customer.companyName | Confirm who you're talking to |

| Account Number | customer.accountNumber | For quick NetSuite lookup |

| Account Status | customer.status | Know if account is on hold |

| Current Balance | customer.balance | Catch billing issues early |

| Credit Limit | customer.creditLimit | Avoid fulfillment holds |

| Assigned Rep | customer.salesRep | Route to the right person |

| Account Type | customer.category | Tailor response to B2B/B2C |

| Open Cases | via netsuite_get_cases | Know if there's an active issue |

To configure: Go to Integrations → NetSuite → Sidebar Fields tab. Select fields from the discovered list and click Save. Changes appear in the agent sidebar immediately.

Prompt Tips & Best Practices

Version History Is Built In

Every time you edit a workflow or AI Config system prompt, Velaro automatically saves a new version. You can see all versions and roll back to any previous version at any time.

To view version history: Open the workflow or AI Config → click the version number or history icon in the top bar → select any version to preview or restore.

Build Prompts Additively

When you want to add a new capability to your bot, start with the existing prompt and ADD to it. Do not rewrite the whole prompt.

Example: Your Order Status Bot is working well, and you want it to also handle invoice questions.

• Open the AI Config
• Find the TOOLS AVAILABLE line and add: netsuite_get_invoice, netsuite_get_open_invoices
• Add a new WORKFLOW section at the bottom for invoice handling
• Save → new version is created automatically → test it → roll back if anything breaks

Use the Copilot to Refine Prompts

The Velaro copilot (the ? bubble in the bottom right) can help you improve your prompts. Just say:

• "I need the bot to also handle invoice disputes"
• "The bot keeps escalating too early for order questions — how do I fix that?"
• "Write a prompt snippet for handling out-of-stock situations"

The copilot knows your current prompt and can suggest targeted additions rather than full rewrites.

Test Before Going Live

Use the Live Test tab (Bots → select bot → Live Test) to chat with your bot and watch which tools it calls in real time. This shows you exactly what NetSuite data it's pulling and whether the routing logic is working correctly.

Escalation & Transfer Rules

Set up escalation so the bot hands off smoothly when it can't resolve an issue.

Recommended escalation triggers to add to your system prompt:

• Customer requests a human agent explicitly
• Customer mentions legal action or a formal complaint
• The bot cannot find a customer record after 2 attempts
• The issue involves a disputed amount over your defined threshold
• Order cancellation request for an already-shipped order
• RMA request for an item outside the return window

How to configure escalation in the workflow:

1. Add a Transfer to Agent node after the NetSuite AI node in your workflow

2. Connect the AI node's "Escalate" exit to the Transfer node

3. In the Transfer node, set the target team or agent skill (e.g., "Billing Team", "Returns Team")

4. Optionally add a pre-transfer message: "Let me connect you with a specialist."

Tip: In your system prompt, tell the bot exactly what phrase triggers the escalation exit, e.g., "When you decide to escalate, say: 'I'm connecting you with a specialist now.' and then call the escalation tool."

Troubleshooting

Bot says it cannot access NetSuite data

→ Check that the NetSuite integration is connected and credentials are valid. Go to Integrations → NetSuite → test the connection. OAuth tokens may have expired.

Bot cannot find a customer who definitely exists

→ Try searching by email vs. company name — some accounts may have the contact email stored under a child contact record rather than the main customer. Use netsuite_get_customer_contacts after finding the company.

Bot creates duplicate cases

→ Add a check to your prompt: "Before creating a case, call netsuite_get_cases to verify there is not already an open case for the same issue." If one exists, update it with netsuite_update_case instead.

netsuite_restlet returns an error

→ Verify your RESTlet is deployed and set to External access in NetSuite. Confirm the script ID and deploy ID in the integration config. The RESTlet must return a JSON response.

Bot ignores the return window rule

→ Make the return policy conditions explicit and numerical in your prompt ("within 30 days of ship date"). Avoid relative language like "recently" — the bot cannot infer what "recently" means.

Agent sidebar shows blank fields

→ Check that the field names in Sidebar Fields match the exact API field names from NetSuite. Use the Discover Properties button to get the correct field names rather than typing them manually.

AI Config not using the right NetSuite tools

→ Verify the tool names in your system prompt exactly match the available tools listed under Bots → AI Training → Skills. Mismatched names cause the AI to skip the tool entirely.