Intercom + NetSuite Integration

Intercom is where your customers reach out -- through in-app chat, email, and self-service. NetSuite is where their account details, order history, and billing information live. Without an integration, your support and sales teams are toggling between systems to piece together context, slowing down responses and creating blind spots. Connecting Intercom with NetSuite gives every team member instant access to the customer data they need to have informed, productive conversations.

How Intercom + NetSuite Works

The Intercom-NetSuite integration syncs customer records, transaction data, and conversation metadata between both platforms using APIs and middleware. At BrokenRubik, we build bidirectional data flows that keep customer profiles, company records, and key attributes in sync. When a customer starts a conversation in Intercom, your team sees their NetSuite account status, recent orders, open invoices, and support history right in the Intercom sidebar.

We also configure automated workflows that create or update NetSuite records based on Intercom events. A conversation tagged as a billing issue can generate a case in NetSuite. A sales-qualified lead identified through Intercom can create a new lead or opportunity in your ERP. The integration ensures that no customer interaction falls through the cracks.

Key Features

• Bidirectional customer sync -- Keep customer and company records consistent between Intercom and NetSuite. Changes in either system are reflected in the other, eliminating duplicate data entry.
• NetSuite data in the Intercom sidebar -- Display account status, subscription details, recent orders, open invoices, and payment history directly within the Intercom messenger for agents and sales reps.
• Conversation-to-record linking -- Connect Intercom conversations to specific NetSuite transactions, cases, or records for a complete audit trail of customer interactions.
• Automated record creation -- Trigger the creation of NetSuite cases, RMAs, opportunities, or tasks based on Intercom conversation tags, segments, or outcomes.
• Custom attribute mapping -- Sync custom fields between Intercom and NetSuite, such as customer tier, contract value, renewal date, or account manager, to power segmentation and routing in both platforms.

Common Use Cases

• Customer support with ERP context where agents see order history, billing status, and account details in Intercom before responding to a customer inquiry.
• Sales-assisted onboarding where leads identified through Intercom product tours or in-app messages are automatically created as NetSuite leads with conversation context attached.
• Billing and payment inquiries that display open invoices and payment status in the Intercom sidebar so agents can resolve questions without logging into NetSuite.
• Renewal and expansion outreach using NetSuite subscription and revenue data to trigger proactive Intercom messages to customers approaching renewal dates.
• Product feedback loop where Intercom conversations tagged with feature requests or bugs create cases in NetSuite for product and engineering teams to track.

Getting Started

BrokenRubik designs Intercom-NetSuite integrations that give your customer-facing teams the context they need without changing how they work. We handle data mapping, workflow automation, and sidebar configuration so your team can focus on customers.

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Frequently Asked Questions

What NetSuite data can Intercom agents see?expand_more

Can Intercom conversations create records in NetSuite?expand_more

How are customers matched between Intercom and NetSuite?expand_more

Does the integration support Intercom's product tours and bots?expand_more

How long does the integration take to implement?expand_more