liveengage and netsuite integration guide · 2017-09-04 · liveengage and netsuite integration...

LiveEngage and NetSuite Integration Guide Document Version: 1.0 September 2017

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LiveEngage and NetSuite Integration Guide

Contents Introduction ......................................................................................................................................... 3

Benefits ................................................................................................................................................ 3

Features and Functionalities ................................................................................................................ 3

Login ................................................................................................................................................. 3

Search NetSuite Records .................................................................................................................. 4

Create New Contact Record ............................................................................................................. 7

Create New Customer Record ......................................................................................................... 7

Update Contact/Customer Record .................................................................................................. 9

Attach Chat Transcripts to a Record ................................................................................................ 9

Admin Panel for Administrators .................................................................................................... 11

Self Service Customer Sign up ........................................................................................................ 11

NetSuite Configuration ...................................................................................................................... 19

Create A New ‘Web Service Integration’ Entry .............................................................................. 19

Configure Entry Forms ................................................................................................................... 21

LivePerson LiveEngage Setup ............................................................................................................. 24

1. Setup a new LiveEngage widget ............................................................................................. 24

2. Create a local test page .......................................................................................................... 27

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Introduction The CRM Widget is a ‘widget’ offering integration and communication between LiveEngage and most popular CRM platforms such as Zendesk, NetSuite, Microsoft Dynamics, Siebel, Sugar, and more. This user guide is used for an integration setup and configuration between LiveEngage and NetSuite. If you are currently subscribed to other CRMs than NetSuite, please contact your Account Manager to obtain access and the correct User Guide.

Benefits The benefits of using CRM Widget for integration and automation between LiveEngage and NetSuite include:

• Reducing chat time • Reducing handle time • Reducing engagement time • Eliminating typographical errors • Increasing agents’ ability to handle multiple chats at once • Allowing for 360-degree customer visibility

Features and Functionalities The CRM Widget offers both out-of-the box (standard) features and customized features. If you have customized features in your CRM Widget, please contact your Account Manager for a separate manual. However, an administrator or your Account Manager can toggle most of the out-of-the box features in Admin Panel. Below are the out-of-the box features: Login Your login screen could have more than one CRM instance in the dropdown as shown in the picture below. It depends on how many CRMs your company subscribed to. This list is automatically generated based on your APP_KEY that will be provided by your Account Manager. The Administrator can change the displayed name/alias for the CRM instances in the Admin Panel. For example, “NetSuite PROD” instead of the default “NetSuite”.

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Search NetSuite Records

The search screen above enables you to search for the following standard NetSuite objects based upon the query provided in the ‘Search for’ box:

• Customer Object o Name field o Account Number field o Type field o Phone field

• Contact Object o Name field o Subject field o Description field

Note: If you have a visitor name in your pre-chat survey, the visitor name value will be automatically populated in the search string and the search will be performed automatically once you click on the widget icon.

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The search result screen shown in the image blow, enabling you to see all records that match your search string. In this screen, you can click on the record link to see a detailed view of the record and any associated previous chat transcripts.

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View Previous Chat Transcripts

To view previous chat history, click on the record link shown in the search results screen. The chosen record will expand and display information in the top section. The bottom section will show all previously linked chat transcript entries. Click on the specific transcript ID to see the full details of that chat, as shown in the screen below:

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Create New Contact Record Click on the ‘Create Contact’ button and complete the form with the necessary information, as shown in the image below. All required fields are denoted with an asterisk. Some of these fields will be automatically populated based upon the pre-chat survey and information passed through by LiveEngage.

Create New Customer Record Click on the ‘Create Customer’ button and complete the form with the necessary information, as shown in the image below. All required fields are denoted with an asterisk. Some of these fields will be automatically populated based upon the pre-chat survey and information passed through by LiveEngage.

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Update Contact/Customer Record This functionality is currently not available. If you wish to make a change, you will need to login into NetSuite from a separate browser and make a change there.

Attach Chat Transcripts to a Record You can attach the current chat transcript to a NetSuite Note record by clicking on the ‘Link Chat’ button. Please note that a chat can only be linked once it has ended. The ‘Link Chat’ button remains disabled while an engagement is active. The screen shown below is displayed when the ‘Link Chat’ button is disabled or when a chat is currently active.

The screen shown below is displayed when the ‘Link Chat’ button is enabled or once the chat has ended.

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Admin Panel for Administrators The company Administrator can use the Admin Panel to configure various settings based upon your account subscription. These are described below. You can access the Admin Panel via the URL shown below. Separate credentials to access the Admin Panel are provided by your Account Manager. https://crmwidget.liveperson.com/admin-panel

Self Service Customer Sign up It is easy to sign up to CRM Widget, visit the installation URL, fill out the form and click Sign UP button. Once approved, you will receive account credentials to login to the admin panel and complete the connection configurations with the Sugar CRM.

Once you’ve signed up and gone through the approval process by a LivePerson Account Manager (within 1 business day), you will receive an email (please check your SPAM/Junk folder) from: CRM Widget SignUp No-Reply<[email protected]>, with subject: Your CRM Widget Admin Portal Information The email will provide credentials required to access the admin panel, where you can continue to configure the CRM Widget for your business use.

https://crmwidget.liveperson.com/admin-panel






mailto:[email protected]

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Update License Information This screen enables you to update and maintain your license/subscription and use all information related to your license. You can change the following values:

• API Key - A 45 character license subscription key manually entered by the super admin in the following format [CUSTOMER_SHORTNAME]_[CUSTOMER ACCOUNT#]_[UNIQUE IDENTIFIER]_[DATE_TIME] for example WMRT_12345678_201703011300

• CRM Label – this is the name for your CRM instance that your agents will see on the login page. For example, you want agents to see “NetSuite #1” instead of “NetSuite”

• Client ID – this is your Account ID • Client Secret – this is the Application ID provided by NetSuite setup when you create a

web service integration within NetSuite.

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LivePerson Admin

Agents and CRM Instances Mapping From Menu -> Agents -> ‘New Agents’ This feature enables you to assign an agent to a specific CRM instance. You can use this feature if you have two or more CRMs and you want to assign certain agents to a specific CRM while allowing others to access both or all. To take advantage of this feature, please ensure that the username matches the LiveEngage login ID.

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Various Settings

Below are different types of settings you can configure: Profile From Menu -> Settings -> ‘Update Profile’ Enables you to change your company profile: Company Name, Contact Name, Email, Username, and Password. Widget Configuration From Menu -> Settings -> ‘Widget Config’ By default, agents are allowed to create contacts and leads. However, an administrator can configure to disable them. To disable, login into Admin Panel -> go to Settings -> go to Widget Config tab. Uncheck the box next to “Create Lead” or “Create Contact” to disable, as shown in the screenshot below.

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Support Info From Menu -> Settings -> ‘Support Info’ Support email, as well as a link to open a ticket for support.

The support information is setup at the time of setting up the new customer by the LivePerson Super Administrator

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Version From Menu -> Settings -> “Version” View the version and build number of your widget.

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NetSuite Configuration This section describes how to configure your NetSuite instance to allow our CRM Widget to access your data through web services.

Create A New ‘Web Service Integration’ Entry You will need to create a ‘Web Service Integration’ to allow our CRM Widget access to your NetSuite data. To do so, please navigate the following menu options: NetSuite Menu -> Setup -> Setup Manager

Setup Manager left navigation menu -> Integration ->Manage Integration -> New

You will need to enter the following information, as shown the image below:

• Name = LiveEngage Widget • Description = LiveEngage Widget for NetSuite • Then click “Save”

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You will be presented with the ‘Web Service Integration’ information screen, as shown in the image below, after clicking the save button. Make sure to write down the following information and update your widget’s Admin Panel accordingly:

• Account ID = Client ID on Admin Panel • Application ID = Client Secret on Admin Panel

Configure Entry Forms Since the CRM Widget will store chat transcripts within a Note object, the NetSuite Administrator must ensure that “Communication” “Note” is made available in the “Entry Forms”. If you use the standard Entry Forms, no further configuration is required. The chat transcript will be available under “Communication -> User Notes” as shown in the image below. If you are not using the preferred/customs “Entry Forms” you will need to make an update to include communication notes to all the form (example: customer, contacts) you are going to link chat transcripts to. Step 1: Updating Customer Form:

1. Go to Menu 2. Select Customization tab 3. In the drop down, select “Forms” 4. Then select ‘Entry Forms” 5. Once in “Entry Form” click edit on the Customer form currently being used

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However, if you use customized Entry Forms, you will need to edit it and include Communication Notes there. From NetSuite Menu -> Customization -> Forms -> Entry Forms

Then select and edit your entry forms. Ensure that the SHOW check box in front of “Communication” is checked as shown in the image below.

You will also need to ensure that your notes have proper permissions (SHOW field checked) on the Title, Date, Time and Memo fields as shown in the image below.

In the event that the NetSuite Admin is not able to find or select the Communication Notes, please contact NetSuite Support or NetSuite Account manager to get access.

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LivePerson LiveEngage Setup

1. Setup a new LiveEngage widget Follow these steps to setup a CRM Widget (requires Administrator permissions)

• Click on “Night Vision” on top right corner of the LiveEngage screen • Click on “Agent Workspace configuration” • Click the “+” icon to add a new widget. If you have used up 5 widgets, please contact

LivePerson. • You will need below information to complete a widget setup:

o Widget Name = CRM Widget by o Expand to the size of = double widget or triple widget o URL = https://crmwidget.liveperson.com/?apiKey=YOUR_APP_KEY&debug=true o YOUR_APP_KEY – Your LivePerson Account Manager will provide this license

key o Click on “Add Visit Info parameters” and add this mapping:

visitorName = Visitor Name. Then click “+”. Then click “Save Parameters” o Scroll down the page and click on “Advance Settings…” o Add below link to “In case widget didn’t load….” o https://crmwidget.liveperson.com/loadFailure?apiKey=YOUR_APP_KEY o Add “60” second to “show link after:” o Click “Save”

https://crmwidget.livepersoni.com/?apiKey=YOUR_APP_KEY&debug=true




https://crmwidget.liveperson.com/loadFailure?apiKey=YOUR_APP_KEY




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2. Create a local test page You can create a test page by creating a test Campaign. Please contact your Account Manager for further assistance. You can also search the LiveEngage Connection Area for documentation about creating campaigns.

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liveengage and netsuite integration guide · 2017-09-04 · liveengage and netsuite integration...

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