Our hosted connector links 3CX to NetSuite so every call is identified and logged automatically. Recent additions include Click2Call from NetSuite and more detailed conversation tracking. Here is how these features work and what they change for your teams.
Click2Call: placing and linking the call
A button or script in NetSuite can now start a 3CX call from the user’s own extension. You provide the number, the target contact and who is calling (their NetSuite user, email or extension), and 3CX places the call.
After the call, logging uses the contact you chose rather than the first record that shares the number. You can also specify:
- the customer, so the call is attached to the right company;
- a transaction, to link the call to a quote, an order or an invoice;
- a phone call already scheduled in NetSuite: instead of creating a duplicate, the connector updates that call (times, completed status, transaction and notes) without touching its title, contact or owner.
A dedicated settings page lets you turn the feature on, generate an access key, test the connection to 3CX and choose the call method. Depending on the method, the call can ring on any desk phone, on the 3CX app for Windows or the web client, or on the mobile app. If no such device is connected, the call is still placed.
On the 3CX side, Click2Call requires access to the 3CX configuration API. The methods based on the call control API also require the 3CX AI edition. We confirm these requirements with you before turning it on.
Richer call logging
Call logging has also been improved, largely to better follow calls started from NetSuite:
- New tracking variables: the Click2Call, transaction and NetSuite call IDs can be written to your custom fields, so your NetSuite automations can follow a call from start to finish.
- AI analysis on updated calls: when a scheduled call is updated by Click2Call, the summary, sentiment, transcription and recording link produced by 3CX are added, only in fields that are still empty. Nothing your teams entered is overwritten.
- Description to the field of your choice: the call description sent by 3CX can go to a custom field instead of the message, for all calls, only Click2Call calls or only automatically logged calls.
Chats logged in NetSuite
Since June, 3CX chats can also be logged in NetSuite, in a custom record you choose. Each field can receive a fixed value, a value from a NetSuite list, the NetSuite user matching the agent, or chat information: customer, phone or email, start, end and duration, agent, subject and message content. The feature is off by default and is turned on in its own settings.
Find your NetSuite contacts from 3CX
3CX contact search can now query NetSuite directly. It searches all enabled record types at once (contacts, customers, vendors, partners) using their search fields, phone numbers and emails. Useful search fields come preconfigured, such as name, entity ID, company name or account number, and search is not case-sensitive.
Search speed and error handling
Other changes address search speed, returned results and the settings available to you:
- lookups across record types now run in parallel, and the connector makes fewer calls to NetSuite when creating a record;
- if one record type doesn’t respond, results from the others are still returned;
- inactive records are ignored in lookups;
- email lookup has been fixed and is no longer case-sensitive;
- each record type can be turned on or off and placed in the lookup order you want. Contacts are searched first by default, and partners are off by default, since most accounts don’t use that module.
Logging and routing added in the spring
Two spring additions round out these updates. A call can be logged on a single contact, on every contact of the matched customer, or on every contact sharing the number. Inbound routing based on a NetSuite field now supports three modes: a mapping table, a direct destination or a NetSuite user, with the choice of reading the field on the contact, the customer, or both.
Enabling the new features
These updates are part of our hosted NetSuite connector. Some options are simply turned on in the settings; others, like Click2Call, need a button or script in NetSuite and a few settings in 3CX, which we prepare with you.
To enable Click2Call on your existing setup or prepare a new project, visit our NetSuite integration for 3CX or write to us.
