This article is for Velaro v10/v11 (LiveFluence) accounts. If your account runs on Velaro v20, see the NetSuite Connector Guide instead: v20 connects with OAuth 2.0 (or Token-Based Auth) directly in the Integrations page, no SuiteApp bundle required.

Velaro's NetSuite integration lets your agents create and search NetSuite records directly from chat, and automatically creates records from missed chats and bot conversations based on rules you configure. This guide covers connecting your account, authentication, field mappings, and routing configuration, including the details that are easy to miss when your survey or routing rules change later.

Connecting Your Account

From Account > Integrations > NetSuite, click Configure, then:

1. Enter your NetSuite Restlet URL, the RESTlet endpoint for your NetSuite account.
2. If you're connecting to a NetSuite sandbox account rather than production, check Connect using v1 Sandbox.
3. Choose your authentication method:

• Username / Password: enter your NetSuite login credentials directly.
• Token Based Authentication: check Use Token Based Authentication. NetSuite requires token-based authentication for RESTlet connections starting with the 2019.2 release, so most accounts should use this option.

1. Click Connect. If your NetSuite user has more than one role available, you'll be prompted to select which role Velaro should connect as.

Once connected, you can toggle these options for how the integration behaves:

• Require users to select a CRM record per engagement: agents must attach a chat to a NetSuite record before it can be marked resolved.
• Require users to save their transcript to the CRM record per engagement: automatically attaches the chat transcript to the linked record.
• Allow bots to create records: lets bot conversations create NetSuite records automatically (see "Routing and Automatic Record Creation" below).
• Create records for missed chat surveys: automatically creates a NetSuite record from a missed-chat survey response, without requiring an agent.

Offline Access: Use My Credentials vs. Connect as User

Further down the same screen, under Offline Access, you'll see two buttons: Use My Credentials and Connect as User. Both authorize the same thing: the NetSuite login used when a record is created automatically with no agent present, meaning a missed chat or a bot conversation. Use My Credentials reuses your own admin login for that purpose. Connect as User lets you designate a separate, dedicated login instead. Neither of these is related to the main connection at the top of the page, which is what agents use for real-time, in-chat NetSuite actions while a conversation is live.

Record Mappings

Under Record Type, you configure one mapping per NetSuite record type you want Velaro to create or update (for example, Lead, Prospect, or Customer). Each mapping has its own set of field mappings: the NetSuite field name, an optional default value, and a link to where the value comes from in your chat survey. The + Record Type button below the list adds a new mapping; each row's Edit and Delete links let you change or remove an existing one.

Field mapping notes:

• Linked survey field: each field mapping can be linked to a specific survey question, so the answer a visitor gives populates that NetSuite field automatically.
• Live chat and missed chat are linked separately. A field's link for your live-chat survey groups does not automatically apply to missed-chat processing for the same survey group, missed-chat field links are configured separately, even when the underlying survey question is the same one. If a field (commonly First Name or Last Name) is linked for live-chat groups but not for the matching missed-chat path, that field will come back empty specifically on missed chats and bot-created records, even though it works fine on a live chat. If you're seeing NetSuite reject a record creation for a missing required field, this is the first thing to check: confirm the field has a link configured for both the live-chat group and its missed-chat counterpart.
• The Visitor "Name" field is not the same as a survey answer. When linking a field, the Visitor tab includes an option labeled "Name." This pulls Velaro's own internal visitor display name, not anything the visitor typed. For most visitors this is an auto-generated placeholder rather than a real name, so mapping First Name or Last Name to it will often produce blank or unhelpful values. For an accurate name, link to an actual prechat or missed-chat survey question the visitor answers themselves, such as "What's your name?"
• Splitting a combined name field: the field-mapping screen does not support splitting one "full name" survey answer into separate First Name and Last Name fields on its own, there's no built-in text-splitting option. If you want to keep one combined name question but still populate separate First/Last Name fields in NetSuite, contact Velaro to have a custom mapping rule built for your account. Where possible, we recommend two separate survey questions instead: it's self-serve, requires no custom work, and always parses correctly, whereas splitting free text is inherently unreliable (middle names, single-word names, and non-Western name order all break it).
• Searchable marks a field as one agents can search by when manually looking up an existing NetSuite record during a live chat. It does not change how automatic missed-chat or bot record creation behaves; those always create a new record rather than searching for a match first, since NetSuite's own Duplicate Detection only evaluates records created through its UI or CSV import, not the RESTlet API this integration uses.

When You Edit a Survey

If you add, remove, or rename a question in a survey that feeds a NetSuite field mapping, the field mapping does not follow the change automatically. Editing a survey question doesn't move or relink existing NetSuite field mappings, you'll need to go back into your Record Mappings and re-link the affected field(s) to the updated or replacement question after any survey change. This applies to both the live-chat and missed-chat links for that field, since (as above) they're configured independently.

A good habit: after any survey edit, open each Record Mapping that uses that survey and confirm every field's linked question still resolves correctly. A silently broken link doesn't show an error in the survey editor, it just means that field arrives empty the next time a record is created.

Routing and Automatic Record Creation: Leads, Prospects, and Avoiding Duplicate Records

Missed-chat record creation is controlled by two separate rule sets:

• Missed Chat Rules: general rules that apply across your account (or by group), each specifying which NetSuite record type to create.
• Bot Rules: rules scoped to specific chat groups when a bot is involved, each also specifying which record type to create.

A rule's Group is whichever group the conversation actually ended up in when it went missed, not necessarily the group a prechat survey pointed to. A chat can land in a group through your normal routing rules, through a reroute, or with no prechat survey involved at all if the visitor never reaches one. When a rule set has more than one rule, they're evaluated in order and the first one that matches the conversation's group wins within that rule set, "any" only catches whatever a more specific, higher-priority rule in the same list didn't already claim.

Real example: Your account has one Missed Chat Rule set to Group = any, creating a Prospect. You also have two Bot Rules, one for Group = Sales and one for Group = Support, both creating a Lead. A visitor's chat gets routed into Sales, no agent is available, and no bot ever hands it to one. The Missed Chat Rule fires (any group, including Sales) and creates a Prospect. Separately, the Bot Rule for Sales also fires and creates a Lead. Two records, one visitor, because both rule sets evaluated the same conversation independently and neither one knows the other exists.

How to actually stop this for a specific group: there's no "exclude this group" checkbox, since rule order only resolves conflicts within one rule set, not between Missed Chat Rules and Bot Rules. To get down to one record for a group like Sales in the example above, you have two real options:

• Delete or repoint the Bot Rule for that group, if you don't want the bot-created Lead at all and are fine with just the Prospect from the general rule, or
• Add a specific Missed Chat Rule for that same group (ordered above your "any" rule) set to the same record type your Bot Rule already creates, so both rule sets agree instead of both firing independently, or
• Decide that a Prospect and Lead pair is intentional for that group (for example, if your NetSuite workflow expects both) and leave it as configured.

There's no single correct setup here, it depends on how your NetSuite side is set up to receive these records. The important thing is that the two rule sets are independent and evaluated separately, so reviewing both together, group by group, is the only way to confirm what will actually happen for a given group.

Saving Your Changes

Record Types and their field mappings save independently of the rest of the page: clicking Save inside the Record Type editor saves that record type immediately, and deleting a record type also saves immediately, there's no separate confirmation step. The Save Global Settings button at the bottom of the page only covers the checkboxes and rules above it, Missed Chat Rules, Bot Rules, and related settings, it does not need to be clicked to persist Record Type changes, but it does need to be clicked to persist any rule or checkbox change, or that change is lost if you navigate away without clicking it.

The Disable button is unrelated to Save Global Settings: it removes this integration's entire configuration, every record type and every rule, and cannot be undone from the console.

If your NetSuite session isn't currently connected, this screen shows your saved configuration read-only. It looks the same as the editable view, but adding or editing a record type will prompt you to reconnect first. Once reconnected, the same screen becomes fully editable again.

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Additional Resources within the NetSuite integration screen link to internal setup documentation. See your account team if a link there isn't resolving.