NetSuite Connector Guide

Overview

The NetSuite integration connects Velaro to your NetSuite account, enabling agents to look up customers, create records (leads, cases, RMAs), and search orders — all from the chat window. Workflows can also create NetSuite records automatically using the NetSuite Connector node.

Supported record types: Account, Contact, Customer, Estimate, InventoryItem, Lead, Opportunity, Order, Prospect, ReturnAuthorization, SupportCase.

Prerequisites

Before setting up the integration, you need:

1. NetSuite Account Access — Administrator or Integration Manager role, with permission to create integration records.

2. Token-Based Authentication (TBA) credentials — Account ID, Consumer Key, Consumer Secret, Token, and Token Secret. The account used to generate these must have the Administration, Token Login, and Velaro Integration roles assigned.

3. NetSuite Setup — Token-Based Authentication enabled in your NetSuite account.

Initial Setup

1. Log into Velaro Admin and go to Integrations from the main menu.

2. Select NetSuite from the available integrations.

3. Click Add Account to open the setup wizard.

Configuration Steps

The setup wizard has 4 steps:

Step 1 — Authentication: Enter a display name, your NetSuite Account ID (e.g. TSTDRV123456), Consumer Key, Consumer Secret, Token, Token Secret, and RESTlet URL. Click Next to validate.

Step 2 — Connection Success: If credentials are valid, choose Finish Later to save now, or Set up Integration to proceed to field mapping.

Step 3 — Field Mapping: Select record types and map NetSuite fields to Velaro data. See the Field Mapping section below.

Step 4 — Completion: Click Go to Dashboard to return to integrations, or View Configuration to manage settings.

Field Mapping

Field mapping connects Velaro data to NetSuite record fields. For each mapped field, configure:

• NetSuite Field — the field in NetSuite (populated from your account).
• Input Type — Text, TextArea, List, Date, DateTime, or Checkbox.
• Default Value — optional fallback value.
• Create — include this field when creating new records.
• Used For Searching — use this field to search for existing records (e.g. email, customer ID).
• Show When Selected — display this field when an agent views a selected record.
• Show In Search — display this field in search result lists.

Best practices: Always map key identifiers (email, customer ID) with "Used For Searching" enabled to prevent duplicate records. Enable "Create" for all fields required by NetSuite's record validation.

NetSuite Connector Workflow Node

The NetSuite Connector node creates NetSuite records deterministically from a workflow — no AI required. Use it when record fields are known ahead of time (e.g. creating a support case after a form submission, or an RMA after an order lookup).

To add a Connector node:

1. In the workflow editor, add a NetSuite Connector action node.

2. Select the NetSuite integration (your configured account).

3. Choose the record type (e.g. SupportCase, Lead, ReturnAuthorization).

4. Map workflow variables to NetSuite field values using the visual field mapper.

5. Optionally save the created record's internal ID to a workflow variable for use in later nodes.

Managing Accounts

The Accounts section shows all configured NetSuite connections for the current team.

• Edit display name: Hover over an account and click the pencil icon.
• Switch accounts: Click the account dropdown and select a different account.
• Delete account: Hover over the account in the dropdown, click the trash icon, and confirm. This removes all associated field mappings and cannot be undone.

Monitoring and Logs

Go to the Logs tab to view integration activity. Each log entry shows a timestamp, event description, and additional detail for troubleshooting. Sort by column headers, adjust items per page (20/40/60), and paginate through entries.

Common log messages: "Record created successfully", "Record updated successfully", "Authentication failed", "Field validation error", "Record not found".

Troubleshooting

Authentication failed

• Verify Token and Token Secret are correct.
• Ensure Token-Based Authentication (TBA) is enabled in NetSuite.
• Check the integration record status in your NetSuite account.

Invalid Company ID

• Use the format TSTDRV123456 (your account ID, no spaces).

Fields not appearing in the field mapping dropdown

• Verify the RESTlet URL is correct and the script is deployed and active in NetSuite.

Field validation error

• Check that all required NetSuite fields are mapped and that field types match (text, list, date, etc.).

Duplicate records created

• Enable "Used For Searching" on email or customer ID fields to match existing records before creating new ones.

NetSuite Connector node — "No integration selected"

• Open the node editor and select a NetSuite config in Step 1.

NetSuite Connector node — record creation fails

• Check the Activity Log (Integrations → NetSuite → Logs) for the error detail. Common causes: invalid field values for select/list fields, or missing NetSuite permissions for the record type.

Stale field definitions in Connector node

• Click Refresh fields in Step 3 of the node editor to reload the field list from NetSuite (cached for 24 hours).

To verify a fix: Run the workflow in a test conversation and check Integrations → NetSuite → Logs for a success entry showing the created record ID.