LiveChat + NetSuite Integration

LiveChat is one of the most effective tools for engaging website visitors in real time -- answering questions, qualifying leads, and resolving issues before they escalate. But without a connection to your ERP, chat agents are flying blind. They cannot see if a visitor is an existing customer, check their order status, or capture conversation data in a meaningful way. Integrating LiveChat with NetSuite bridges that gap, giving your chat team the context they need and ensuring that every conversation feeds back into your business records.

How LiveChat + NetSuite Works

The integration connects LiveChat to NetSuite through APIs and automation platforms. At BrokenRubik, we configure data flows that identify returning customers by email or account number during a chat session and pull their NetSuite profile -- recent orders, account status, open tickets -- into the LiveChat agent view. For new visitors, we capture contact information and conversation details and create lead or contact records in NetSuite automatically.

The integration can also trigger NetSuite workflows based on chat outcomes. A chat that results in a quote request creates an opportunity in NetSuite. A product question from a high-value customer routes to a specialized support queue. Post-chat transcripts are stored against the NetSuite customer record for future reference.

Key Features

• Customer recognition -- Identify returning customers during a chat session using email lookup against NetSuite records. Agents see account details, recent orders, and support history instantly.
• Order data in the chat window -- Display relevant NetSuite order information -- status, tracking, delivery dates -- directly in the LiveChat agent interface so agents can answer questions without switching systems.
• Automated lead capture -- New visitor conversations are automatically captured as leads or contacts in NetSuite with chat transcript, source page, and any qualifying information collected during the chat.
• Post-chat record creation -- Completed chat sessions can create NetSuite cases, opportunities, or tasks based on the conversation outcome, tags, or agent notes.
• Chat transcript storage -- Store complete chat transcripts against the relevant NetSuite customer record, creating a searchable history of all customer interactions across channels.

Common Use Cases

• Pre-sales support where chat agents see a visitor's browsing history and past purchases to make relevant product recommendations and answer questions that close sales.
• Order status inquiries handled entirely within LiveChat by pulling real-time order and shipment data from NetSuite, reducing call and email volume.
• Lead qualification where information collected during chat -- company size, budget, timeline -- is captured as a qualified lead in NetSuite with the full conversation attached.
• VIP customer routing using NetSuite account tier or lifetime value to route high-value customers to senior agents or dedicated support queues in LiveChat.
• E-commerce support for SuiteCommerce or Shopify storefronts where agents can look up products, check inventory, and verify pricing from NetSuite during a live conversation.

Getting Started

BrokenRubik builds LiveChat-NetSuite integrations that transform your website chat from a standalone tool into a connected part of your business workflow. We configure customer recognition, data enrichment, lead capture, and record creation to match your sales and support processes.

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Frequently Asked Questions

Can LiveChat identify existing NetSuite customers?expand_more

What happens to chat data after the conversation ends?expand_more

Does this integration work with SuiteCommerce storefronts?expand_more

Can chat conversations trigger NetSuite workflows?expand_more

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