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 Hiver's Apps panel.
• 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 within Hiver's Apps panel.

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.

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 agents open that record directly in the Apps tab.

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 Apps 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 Hiver’s Apps panel.

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.

Creating a sales order in NetSuite

You can create a sales order in NetSuite from a conversation, either from the Apps panel or from a PDF invoice attached to the email.

From the Apps panel

1. Open a conversation and in the right panel select the NetSuite app.

2. Click the plus icon to create a new object.

3. Click Add custom field to include custom fields created in your NetSuite account.

4. Enter the sales order details and click Create.

The new sales order appears in the right panel and is created in NetSuite.

From a PDF invoice in the conversation

1. Open the conversation with the PDF invoice, and open the attachment.

2. Click the NetSuite icon on the invoice attachment.

3. A sales order form opens for that invoice. Enter and review the details, then click Create.

Need help?

If you encounter any issues during setup or have questions about using the NetSuite App, please contact Hiver Support. Our team is available 24/7 to assist you.