NetSuite Integration with Hiver

The NetSuite integration allows you to view customer, vendor, and contact information seamlessly from NetSuite within Hiver. Your team can access relevant NetSuite records directly from email conversations, enabling faster and more contextual customer interactions.

Once connected, Hiver automatically surfaces NetSuite records related to email addresses or entities mentioned in a conversation, so your agents have full context before replying.

Current capabilities

The NetSuite integration enables you to:

• View NetSuite records in the right panel in Hiver.
• Access Vendor information without switching applications.
• See Contact details associated with your conversations.
• Use direct links to open these records in NetSuite for more detailed information.
• Create a Sales Order in NetSuite from a conversation, or from a PDF invoice attached to it.
• Search NetSuite records from the right panel in Hiver.
• Find records using an ID mentioned in an email, such as a customer ID or invoice number.

Prerequisites

Before setting up the NetSuite App, ensure you have:

1. Admin access in Hiver

2. Access to the following permissions in NetSuite:

• Transactions
  • View access to Find Transaction, Invoice, Purchase Order, and Sales Order

• Report
  • Edit access to SuiteAnalytics Workbook

• List
  • View access to Contacts, Currency, Customers, Employee Record, Employees, and Vendors
  • Full access to Track Messages

• Setup
  • View access to Custom Address Form and Custom Fields
  • Full access to REST Web Services and Log in using Access Tokens

Setting up the NetSuite App

Step 1: Initiate setup in Hiver

1. Go to Hiver settings → Admin panel → Integrations → Apps → NetSuite.

2. Click Start setup to get started.

You’ll see a list of details you need from NetSuite. Let’s look at how you can fill in the required details in the following steps.

Step 2: Add your NetSuite account ID

1. Go to NetSuite and copy your Account ID from your dashboard URL.

For example, in the URL https://5326295-sb1.app.netsuite.com, 5326295-sb1 is your account ID.

2. Go back to Hiver and paste your NetSuite Account ID.

Step 3: Create a new NetSuite integration

1. In NetSuite, go to Setup → Integration → Manage Integrations → New to create a new integration.

2. Fill in the following details:

• Name, e.g., NetSuite integration for Hiver
• Description, e.g., Integration for accessing NetSuite data in Hiver

3. Under Authentication, select Token-based authentication. Make sure all other checkboxes are unchecked.

4. Click Save. You’ll see a notification saying “Integration successfully saved”.

5. Scroll down to Client Credentials and copy the following details:

• Consumer Key
• Consumer Secret

6. Go back to Hiver, and paste the Consumer Key and Consumer Secret.

Step 4: Generate an access token

1. In NetSuite, go to Home → Settings → Manage Access Tokens.

2. Click New My Access Token to generate a new token.

3. In the Application Name dropdown, select the integration you just created in the previous step and click Save to generate the access token.

4. Copy the Token ID and Token Secret generated.

5. Go back to Hiver, and paste the Token ID (in the Access Token field) and the Token Secret. Once you’re done, select Click to authenticate.

Step 5: Save and enable the App

1. Select the Shared Inboxes and user roles you want to grant NetSuite access to. This ensures only authorized team members can view NetSuite data in Hiver.

2. Click Save and enable to complete setup. You’ll see a success confirmation screen.

Managing visibility

Once setup is complete, you can manage what information your team can view.

1. Go to Admin panel → Integrations → Apps → NetSuite.

2. Turn on the toggle to enable the App. Once enabled, you’ll see a list of available NetSuite objects.

3. Click the eye icon to open visibility settings for each object.

4. In Card visibility, select the Shared Inboxes and the roles that should have access.

5. In Field visibility, choose which NetSuite fields should be visible in Hiver.

6. Click Save to save your configuration.

Note: You can update visibility settings anytime to control data access or add new roles.

Choose how Hiver finds customers in NetSuite

By default, Hiver finds a customer's NetSuite records using their email address. You can also set up Hiver to use an ID mentioned in the email, such as a customer ID, invoice number, or sales order number. To do this:

1. Go to Visibility → Customer identity mapping, then click Edit.

2. Choose Customer email, Customer domain, or an ID, such as Customer ID or Invoice no., and map it to the matching field in NetSuite. Hiver uses that pairing to find the right record and pull in its details.

3. Click Save.

Note: If an email doesn't contain the selected ID, Hiver finds records using the customer's email address instead.

Note: This feature is currently in an early access program. To enable it for your account, reach out to us at support@hiverhq.com.

Managing advanced settings

Smart Previews

Smart Previews help your team quickly access NetSuite data by hovering over entities like invoice IDs, sales orders, and purchase orders in an email subject and body. This feature is enabled by default. To disable it, turn the toggle off.

Sync conversations

You can log email conversations from Hiver to your NetSuite CRM to maintain a single source of truth for all customer communication. This ensures complete visibility across teams, helps you quickly view conversations related to specific leads or contacts, and eliminates the need to manually download and attach emails to NetSuite records.

To enable Sync conversations, turn on the toggle under Advanced settings.

Quick Access

Quick Access shows a button at the top of each email conversation. If a NetSuite record is already linked to the conversation, the button lets team members open that record directly in the right panel.

Note: Quick Access can only be active for one app at a time. To disable it for NetSuite CRM, toggle Quick Access off in Advanced settings.

Using the NetSuite App

Once the App is successfully set up, your team can access NetSuite data directly within their Hiver workflow through the:

1. NetSuite Panel in Hiver

• View NetSuite details for each conversation from the right panel in Hiver.
• Browse customer, vendor, and transaction details without leaving Gmail.
• Click any record to open the full entry in NetSuite to view complete details.
• Search NetSuite records and fields directly from the right panel in Hiver.

2. Smart Previews in conversations

• Hover over NetSuite identifiers (e.g., invoice numbers, sales orders, or purchase order IDs) within emails to view details.
• Get contextual information displayed right inside conversations.

3. Sync conversations with NetSuite

To log an email thread from Hiver to NetSuite:

• Open the email and click Sync conversation.
• Search for and select the relevant Sales order, Purchase order, Invoice, Vendor, Customer.
• Click Save & Enable.

The selected email and all future replies in that thread will be logged to NetSuite. You can track progress using the status:

• Syncing in progress → syncing has started

• Synced (1/1) → shows number of synced emails out of the total number of emails.

To disable syncing, hover over the Synced status and use the toggle to turn it off. Future emails will no longer sync automatically. Use the same toggle to re-enable syncing anytime.

4. Link an existing NetSuite record

If the record you need isn't shown, you can search for it and link it to the conversation. To link a conversation to an existing record:

1. Search for the record and select it.

2. Choose one of the following options:

• Link: Link only the selected record to the conversation.
• Link all related records: Link the selected record and its related records, such as invoices associated with a customer.

Linked records appear in the right panel, where your team can view them from the conversation.

Creating a sales order in NetSuite