Contivio Integration for NetSuite: Implementation and Setup Guide
What does Contivio integrate with NetSuite?
Contivio connects business calling, contact-center queues, IVR, SMS, live chat and AI agents with NetSuite. It supports Click-to-Dial, inbound screen pops, automatic activity logging, recordings, transcripts, AI summaries and workflows tied to customer, contact, case, opportunity and transaction records.
The Contivio listing on the NetSuite SuiteApp Marketplace describes the product your team implements: voice, SMS, live chat, contact center and AI capabilities, with activities, recordings, transcripts and AI summaries logged automatically and NetSuite remaining the system of record.
Contivio is a Built for NetSuite AI Application, NetSuite Next Ready, and reviewed by 57 customers on the NetSuite SuiteApp Marketplace.
Read what NetSuite customers say
The reviews on the SuiteApp Marketplace are written by NetSuite customers running Contivio in production. They are the most direct way to check how implementation and support work in practice.
Oracle states that its AI-specific SuiteApp badges enable partners to differentiate AI solutions that meet Built for NetSuite standards for:
Privacy
Security
Performance
Design excellence
Oracle NetSuite
Recognized by Oracle NetSuite for AI Innovation
Oracle press release · October 7, 2025
NetSuite Expands Partner Program to Accelerate AI Innovation
Oracle’s SuiteWorld announcement introduced the SuiteApp.AI Marketplace and new AI category SuiteApp badges, and named Contivio among the SuiteCloud Developer Network partners showcasing AI-powered SuiteApps. Oracle described Contivio’s work this way:
“Built Contivio CloudConnect to act as the AI-powered interaction layer between customers, internal teams, and NetSuite.”Oracle NetSuite
Oracle NetSuite’s computer telephony integration (CTI) documentation identifies Contivio as a CTI partner for click-to-call and inbound screen pops. Contivio builds on that foundation with a complete business phone system and contact center, SMS, live chat, automatic activity logging and AI.
Customers across North America, Europe and Australia
NetSuite Next compatibility is subject to any limitations documented by Oracle or Contivio.
Implementation guide
Step-by-Step: Connecting Contivio with NetSuite
The complete implementation in four phases, in the order it is completed. Steps 1–14 are configured in NetSuite and Steps 15–25 in Contivio. Each step shows who performs it. Your NetSuite administrator completes the account-level actions; Contivio’s implementation team provides the installation details, confirms current requirements and validates the result. This is not a self-service installation.
Customer adminYour NetSuite administrator
ContivioContivio implementation team
How it is implemented
Contivio is implemented in NetSuite through an installable SuiteApp bundle that creates the standard Contivio fields, custom records and integration role. Contivio’s implementation team then works with your NetSuite administrator to configure screen pops, click-to-dial, automatic activity logging, phone numbers, queues, IVR, SMS, live chat and AI, and to validate each workflow before go-live.
Contivio’s CloudConnect technology can establish the underlying connection to NetSuite quickly and without a custom integration project. The complete implementation timeline depends on number porting, users, queues, IVR, channels, workflows and NetSuite customization.
1
Phase 1 of 4
Plan the NetSuite and communications architecture
Decide what is configured where, who leads each part and what the account, users, numbers and workflows look like before anything is installed.
What is configured in NetSuite, and what is configured in Contivio
Installing the bundle is the start of the implementation, not the whole of it. The NetSuite connection gives Contivio approved access to your data. The live experience for users, agents and customers is configured inside Contivio.
In NetSuite · Steps 1–14
Foundation, access and record behavior
Bundle installation and component verification
Integration role, features, integration record and access token
Click-to-dial, Link to Call and screen-pop record matching
Logging, forms, subtabs, AI data fields and scorecards
determines what conversation intelligence is written back.
Testing
proves each queue, channel and record type behaves correctly.
How an interaction moves from customer to NetSuite
1Customer interaction
2Contivio channel or queue
3Customer and record matching
4Agent, AI agent or self-service workflow
5NetSuite activity and related record
6Recording, transcript, summary and follow-up
Implementation ownership
Contivio Leads the Implementation
Installing the SuiteApp is only one part of deployment. Contivio leads the implementation from discovery through go-live, working with your NetSuite administrator and business stakeholders to configure the communications and NetSuite sides together.
What Contivio leads and what your team provides
Contivio leads
Your team provides
Solution and migration design
Current phone and workflow requirements
Number-porting coordination
Authorized porting information
CloudConnect and telephony configuration
Required NetSuite administrator access
User and agent mapping
User, queue and department lists
Queue, IVR and routing configuration
Routing and business-hours decisions
Screen-pop and logging configuration
Record-matching and logging requirements
SMS, chat and AI configuration
Approved use cases and content
Testing, training and cutover
User acceptance and designated administrators
Post-launch troubleshooting
Examples of issues or calls to investigate
The result is a jointly validated implementation, but Contivio leads and coordinates the implementation process rather than handing customers a generic setup document and expecting them to assemble the integration themselves.
01
Step 1 · Planning
Confirm prerequisites
ContivioCustomer admin
Before anything is installed, the Contivio implementation team confirms the account details and scope the configuration must cover.
Why it matters. These answers decide which records, roles, subsidiaries and channels the configuration touches, and prevent rework after installation.
NetSuite edition
OneWorld status
Subsidiaries
Sandbox availability
NetSuite administrator
Dedicated integration user
Office-phone users
Contact-center agents
Required NetSuite records
Numbers retained or ported
Screen-pop requirements
Automatic logging requirements
SMS, live chat and AI requirements
Customer provides
NetSuite administrator
Project owner
User list
Number list
Call flows
Required records and workflows
Contivio provides
SuiteApp or bundle access
Implementation plan
Required integration details
Configuration support
Testing plan
What is required
Answers to the items above, gathered during discovery.
How it is tested
Scope is recorded in the implementation plan and approved before installation begins.
Note
Where a NetSuite sandbox is available, configuration can be validated there before it is repeated in production.
Timeline
What determines the implementation timeline
CloudConnect can establish the underlying connection to NetSuite quickly. The full schedule is set during discovery and depends on:
Number porting
Number of users
Queues and routing
IVR design
SMS and live chat
AI and scorecards
Customer workflows
NetSuite customization
2
Phase 2 of 4
Install and authenticate the Contivio SuiteApp
Install the bundle, verify its components, assign the integration role, enable features and create the credentials CloudConnect uses to connect.
What the bundle automates, and what is still configured
Earlier Contivio deployments relied on a NetSuite administrator to build the foundation by hand. The current installable bundle now creates most of that foundation automatically.
Earlier deployments
Completed by hand in earlier deployments
Creating the Contivio subtab under the CRM section
Adding each Contivio CRM field to Phone Call and Task records one at a time
Building an integration role and assigning its permissions individually
Uploading click-to-dial and Link to Call scripts to a SuiteScripts folder
Creating AI data fields and custom record types for AI insights and scorecards
Current bundle
Created when the bundle is installed
Standard Contivio fields on NetSuite activity records
Contivio custom records
The Contivio integration role
A consistent foundation that Contivio’s team configures from, instead of rebuilding it in each account
Configuration that depends on your account
The bundle does not make this a self-service installation. Contivio’s implementation team works with your NetSuite administrator on the settings that vary by business:
NetSuite customization
OneWorld and subsidiaries
Record types
User roles
Phone-number matching
Screen-pop requirements
Logging requirements
IVR and routing
SMS and live chat
AI fields and scorecards
Customer-specific workflows
02
Step 2 · NetSuite
Install the Contivio SuiteApp bundle
Customer adminContivio
The NetSuite administrator installs the current Contivio bundle, which creates the NetSuite foundation the rest of the implementation builds on.
Why it matters. Installing a maintained bundle gives every account the same tested components instead of fields and roles rebuilt by hand.
The NetSuite administrator receives the current Contivio bundle or SuiteApp installation information.
The administrator signs into the appropriate NetSuite account or sandbox.
The administrator installs the approved Contivio bundle.
NetSuite displays the components included in the bundle.
The administrator reviews and completes the installation.
The installation is verified before additional configuration begins.
The current bundle creates the standard foundation, including:
Standard Contivio CRM fields
Contivio custom records
Contivio integration role
AI fields and records included with the applicable configuration
Components used for activity logging and record association
Exact components can vary by release and purchased configuration.
Contivio provides the current bundle installation details directly to your NetSuite administrator.
What is required
Administrator access to the target account or sandbox, and the current bundle installation information from Contivio.
How it is tested
The installation completes and NetSuite lists the installed Contivio components.
The Contivio SuiteApp provides the NetSuite foundation for voice, SMS, live chat, contact-center workflows and AI.
03
Step 3 · NetSuite
Verify the installed Contivio components
Customer adminContivio
After installation, the administrator and the Contivio team check that each expected component is present and visible to the right users.
Why it matters. Missing or hidden components are easiest to correct before authentication and workflow configuration depend on them.
Contivio integration role
Contivio CRM subtab
Phone Call fields
Task fields
Recording field
Call ID
Queue
Direction
Duration
Media type
Correspondent
Contact result
Disposition
Agent notes
AI Data subtab, when enabled
AI insight records
AI scorecard records
Contivio component verification checklist
Component
Verification
Contivio role
Role appears in NetSuite and contains the approved access
CRM fields
Fields appear on the relevant Phone Call and Task records
Recording
Recording field is available as a link
AI Data
AI fields appear when AI conversation intelligence is enabled
Custom records
Insight and scorecard records are available when included
Forms
Contivio fields are visible to the appropriate users and roles
Note
Fields depend on the current bundle version and the options enabled for your account.
04
Step 4 · NetSuite
Assign the Contivio integration role
Customer admin
The installed Contivio Integration Role is assigned to the dedicated NetSuite user that Contivio will authenticate as.
Why it matters. The role defines what the integration can read and write. Because it is installed through the bundle, it does not need to be rebuilt by hand in each account.
NetSuite pathSetup > Users/Roles > Manage Users
Navigate to the NetSuite user or employee record that will be used for the integration.
Edit the record.
Open the Access section or subtab.
Add the installed Contivio Integration Role.
Save the record.
Confirm that the integration user has access to the required subsidiaries and records.
Test the role before creating the final authentication credentials.
What is required
The dedicated integration user and the list of subsidiaries and records in scope.
How it is tested
The integration user can open the records in scope under the Contivio role.
Security
Permissions vary by implementation. Review the role with Contivio using least-privilege principles and grant only the access your approved workflows require.
The Contivio bundle creates a dedicated integration role that can be reviewed and assigned through NetSuite’s role and permissions framework. Example shown; the approved permissions for your account are confirmed during implementation.
05
Step 5 · NetSuite
Enable the required NetSuite features
Customer adminContivio
The NetSuite administrator confirms the required SuiteCloud and telephony features with the Contivio implementation team.
Why it matters. Authentication and click-to-dial depend on these features. If a feature is off, later steps fail in ways that are hard to diagnose.
NetSuite pathSetup > Company > Enable Features > SuiteCloud
Token-Based Authentication, found under the SuiteCloud authentication settings
Telephony Integration
SuiteScript, where required by the approved Contivio deployment
Required web-services functionality confirmed by the Contivio team
Contivio confirms whether SOAP web services are required for your deployment.
What is required
Administrator access to Enable Features.
How it is tested
Each confirmed feature shows as enabled, and the Telephony preference is visible to users.
Note
NetSuite integration methods evolve. Contivio confirms the current authentication and web-services requirements for the customer’s NetSuite release before configuration.
06
Step 6 · NetSuite
Create the Contivio integration record
Customer admin
The administrator creates an integration record that identifies Contivio as an application allowed to connect with token-based authentication.
Why it matters. The integration record issues the application credentials that the access token in Step 7 is tied to.
NetSuite pathSetup > Integration > Manage Integrations > New
Navigate to Setup > Integration > Manage Integrations > New.
Name the integration Contivio Integration.
Enable Token-Based Authentication.
Configure any other current options provided by the Contivio implementation team.
Save the integration record.
Securely capture the Consumer Key and Consumer Secret when NetSuite displays them.
Store these values using the customer’s approved secure credential process.
Never send these credentials through unencrypted email or place them in public documentation.
What is required
Administrator access and the integration options confirmed by Contivio.
How it is tested
The integration record is saved and enabled, and the Consumer Key and Secret are stored securely.
Important
NetSuite may display the Consumer Key and Consumer Secret only once. Consumer keys, token values and secrets must never be included in screenshots, support tickets, public guides or ordinary email.
07
Step 7 · NetSuite
Create the access token
Customer adminContivio
The administrator issues an access token that ties the Contivio integration to the dedicated user and the Contivio Integration Role.
Why it matters. The token lets Contivio authenticate without a user password, and limits access to what the assigned role allows.
NetSuite pathSetup > Users/Roles > Access Tokens > New
Navigate to Setup > Users/Roles > Access Tokens > New.
Select the Contivio Integration application.
Select the dedicated integration user.
Select the Contivio Integration Role.
Save the token.
Securely capture the Token ID and Token Secret.
Provide the required connection information to Contivio through the approved secure process.
Confirm that the token authenticates successfully.
The four token-based authentication values and their purpose
Credential
Purpose
Consumer Key
Identifies the Contivio integration application
Consumer Secret
Authenticates the integration application
Token ID
Identifies the authorized NetSuite user and role
Token Secret
Authenticates the issued access token
Your NetSuite account ID and environment information may also be required. Contivio confirms how these are supplied.
What is required
The integration record from Step 6, the integration user and the Contivio role.
How it is tested
Contivio confirms a successful authenticated connection using the supplied values.
Security
Share these values only through the secure process Contivio provides. NetSuite may display the Token ID and Secret only once.
08
Step 8 · Contivio
Connect CloudConnect to NetSuite
Contivio
Contivio uses the approved connection information to connect CloudConnect to your NetSuite account.
Why it matters. This is the point where Contivio can read and write the agreed NetSuite data. Every later workflow depends on it.
Contivio receives the approved connection information securely.
Contivio configures the correct NetSuite account, environment and region.
CloudConnect validates authentication.
Contivio confirms it can access only the agreed records and functions.
The connection is tested before live calling is enabled.
What is required
Credentials from Steps 6 and 7, account ID and environment.
How it is tested
Authenticated reads and writes succeed against test records in the agreed scope.
Scope
CloudConnect can establish the underlying NetSuite connection quickly. The broader phone-system and contact-center implementation still requires workflow configuration, testing, number provisioning or porting, and user training. Learn how Contivio connects voice, SMS, live chat and AI with NetSuite.
3
Phase 3 of 4
Configure users, queues, channels and logging
Configure calling and record behavior in NetSuite, then users, queues, channels, logging rules and AI in Contivio.
Click-to-dial lets users place a Contivio call by selecting a phone number on a NetSuite record. The Contivio bundle can install or support the required components; the final URL and user preference are validated during implementation.
Why it matters. Contivio passes the record being dialed along with the number, so the resulting activity links to the correct entity even when two records share the same phone number.
NetSuite pathHome > Set Preferences > Telephony
Confirm that Telephony Integration is enabled in NetSuite.
Confirm that the approved Contivio click-to-dial component or script is installed.
Obtain the customer-specific Contivio CTI URL from the implementation team.
Navigate to Home > Set Preferences > Telephony.
Paste the approved Contivio URL into the CTI URL field.
Save the preference.
Test click-to-dial from a supported customer or contact record.
Confirm that the correct phone number and NetSuite record context are passed to Contivio.
Repeat the test using a user with the actual production role.
Contivio provides the CTI URL for your account.
What is required
Telephony Integration enabled and the customer-specific CTI URL from Contivio.
How it is tested
A call placed from a customer or contact record connects and logs against that record.
Note
Click-to-dial can behave differently in NetSuite Next and the Redwood experience than in the classic interface. Contivio documents any current limitations for your NetSuite release during implementation, and availability should be tested from the specific list and record views your users work in. See NetSuite click-to-dial.
10
Step 10 · NetSuite
Configure Link to Call
Customer adminContivio
Link to Call lets a user associate the current Contivio interaction with the correct NetSuite record when phone-number matching alone is not sufficient.
Why it matters. Callers often phone from numbers that are not on file, or that belong to several records. Link to Call keeps the activity on the right record anyway.
NetSuite pathCustomization > Forms > Entry Forms
Confirm that the current Link to Call script or component was installed through the Contivio bundle.
Identify the NetSuite entry forms where the button should appear.
Confirm that the Contivio Link to Call action is assigned to the applicable customer, lead, prospect or other approved forms.
Confirm that the appropriate user roles can see the action.
Open a test record.
Place or receive a test call.
Select Link to Call.
Complete the interaction.
Verify that the resulting NetSuite activity is associated with the selected record.
What is required
The list of entry forms and roles that need the action.
How it is tested
An interaction linked from a test record appears on that record after the call.
Note
Customized forms may require additional configuration. External-facing forms are excluded.
11
Step 11 · NetSuite
Configure inbound screen pops
ContivioCustomer admin
Screen pops present the matching NetSuite record to the person answering when an interaction begins.
Why it matters. Agents answer with the customer’s account, open orders and cases in view, and the interaction stays associated with that record.
How the workflow runs
Customer calls a Contivio number.
Contivio receives the caller’s phone number and routing context.
CloudConnect searches the configured NetSuite record types.
The appropriate customer, contact, case, order or other configured record is presented.
The agent receives the call and customer context.
The interaction remains associated with the selected record.
Decisions made during implementation
One matching record
Open it directly.
Multiple matching records
Present a choice, or apply an agreed priority.
Unknown phone number
Open a search, a new record or no record.
Main company number
Open the customer, then let the agent select the contact.
Contact phone number
Open the contact with its parent customer.
Mobile number
Include or exclude mobile fields from the search.
Custom phone field
Add custom fields to the searched set.
Existing case
Open the open case instead of the customer.
Related transaction
Open an order or invoice when routing indicates one.
OneWorld subsidiary
Limit matches to the subsidiary the queue serves.
What is required
The record types, phone fields and match rules for each queue.
How it is tested
Known, unknown and shared-number test calls each open the agreed record. See NetSuite screen pops.
Contivio identifies the caller and presents the relevant NetSuite record when an interaction begins.12
Step 12 · NetSuite
Configure automatic interaction logging
ContivioCustomer admin
Logging rules decide which NetSuite records receive activity after each interaction and which values are written.
Why it matters. Accurate logging is what makes NetSuite the system of record for customer conversations. Without it, history has to be reconstructed by hand.
Confirm which NetSuite record types should receive activity.
Confirm whether voice calls are created as Phone Call records.
Confirm how SMS, live chat, voicemail and other supported interactions are represented.
Map Contivio interaction values to the appropriate NetSuite fields.
Confirm whether recordings are stored as secure links.
Enable transcript and AI fields when purchased.
Confirm disposition and agent-note behavior.
Complete inbound and outbound test calls.
Verify that the activity appears against the correct customer and contact.
Test related cases, opportunities or transactions where configured.
Test unmatched callers and failed writes.
Confirm retry or reconciliation procedures with Contivio.
Test interactions produce the expected activity, fields and relationships, including unmatched and failed cases.
13
Step 13 · NetSuite
Configure forms and subtabs
Customer adminContivio
Contivio and AI Data fields must be visible on the Phone Call and Task forms used by your actual NetSuite roles.
Why it matters. Fields that exist but sit on an unused form are invisible to the people who need them.
Identify the Phone Call and Task forms used by each relevant role.
Confirm that the Contivio subtab is available.
Confirm that interaction fields appear on the appropriate subtab.
Confirm that the recording link is displayed correctly.
Confirm that agent notes are visible.
Confirm that AI Data appears when enabled.
Confirm that the appropriate roles can view the information.
Test custom forms rather than assuming the standard form is used.
What is required
The preferred Phone Call and Task forms for each role.
How it is tested
A user in each role opens a logged activity and sees the Contivio and AI Data subtabs.
Note
Fields are not rebuilt manually unless the current bundle is missing a customer-specific requirement.
14
Step 14 · NetSuite
Enable AI data and scorecards
ContivioCustomer admin
The current bundle can install the standard AI data fields and custom records required for the applicable Contivio AI configuration. Contivio then configures which outputs are generated and where they are written.
Why it matters. AI output is only useful in NetSuite if it lands on the right activity, in fields that saved searches, workflows and authorized AI tools can use.
Confirm that the AI Data subtab is visible.
Confirm that the required AI fields were installed.
Select the AI outputs to be generated.
Configure customer-specific scorecard questions.
Confirm the fields and records where AI results will be written.
Complete a recorded test interaction.
Wait for transcription and analysis to complete.
Open the associated NetSuite activity.
Verify the transcript, summary, satisfaction, keywords, follow-up actions, proposed disposition and scorecard information.
Confirm that saved searches, workflows and authorized AI tools can access the intended data.
Contivio connects the recording, transcript and AI-generated conversation intelligence to the NetSuite activity record.
What is required
Recording enabled on the test queue, the AI outputs selected and scorecard questions agreed with your team.
How it is tested
A recorded test call shows each selected AI output on the NetSuite activity after processing.
Part 2 · Contivio
Configure Contivio for NetSuite Users, Queues and Digital Channels
The NetSuite connection provides access to the approved data and records. Each communications workflow must also be configured inside Contivio. The Contivio implementation team works with you to decide:
Which users are office-phone users
Which users are contact-center agents
Which users require NetSuite integration
Which queues are integrated with NetSuite
Which queues trigger screen pops
Which NetSuite records are searched
Which activities are created
Which channels are logged
What data is written to NetSuite
Which interactions create or update cases
Which interactions remain only in Contivio
Which AI outputs are written back to NetSuite
15
Step 15 · Contivio
Map NetSuite users to Contivio users
ContivioCustomer admin
Each person who calls, messages or supervises is set up in Contivio and, where needed, mapped to their NetSuite user.
Why it matters. The mapping decides whose name appears on each activity and which NetSuite records a user’s interactions can open.
Create or confirm the required Contivio users.
Identify which users have corresponding NetSuite employee or user records.
Map the Contivio agent to the appropriate NetSuite user.
Confirm the agent’s NetSuite role.
Confirm whether the user is an office-phone user, contact-center agent, supervisor or administrator.
Confirm which channels the user can handle.
Confirm which NetSuite records the user can access.
Test the user’s calling and record-association behavior.
Contivio user types and typical configuration
User type
Typical configuration
Office-phone user
Extension, voicemail, softphone or device, basic calling and optional NetSuite calling features
Contact-center agent
Queues, skills, screen pops, dispositions, recording and activity logging
Digital agent
SMS, live-chat or messaging queues and related NetSuite workflows
Supervisor
Queue visibility, reporting, monitoring, whisper, barge and quality tools
Administrator
Platform, routing, integration and user configuration
Note
Not every PBX user needs the same NetSuite or contact-center configuration. Office staff can use business calling without queues or screen pops.
16
Step 16 · Contivio
Assign agents to NetSuite-integrated queues
ContivioCustomer admin
Inbound screen pops and automated NetSuite workflows are normally connected to specific Contivio queues and interaction flows.
Why it matters. Queue configuration determines what each agent sees and what NetSuite records are created, so it has to match how each team works.
Identify the queues that will receive NetSuite customer interactions.
Assign the appropriate agents to each queue.
Configure skills, priorities or routing requirements.
Confirm which queues are integrated with NetSuite.
Enable the appropriate screen-pop behavior.
Select the NetSuite record types to search.
Define what should happen when one record matches.
Define what should happen when multiple records match.
Define what should happen when no record matches.
Confirm whether a case, task or other record should be created.
Configure dispositions or contact results.
Test each queue using the actual agent roles.
Queues often configured with different NetSuite behavior
Sales
Customer service
Technical support
Billing
Collections
Returns
VIP customers
Different subsidiaries
Different countries or languages
After-hours interactions
Example
Not every queue needs the same NetSuite behavior. A sales queue may open a lead or opportunity, while a support queue may open or create a case. The workflow is determined during implementation.
17
Step 17 · Contivio
Enable and test screen pops in each queue
ContivioCustomer admin
Screen pops are enabled and tested within the relevant Contivio interaction flows or integrated queues.
Why it matters. Installing the SuiteApp does not decide the correct screen-pop behavior for every queue. The implementation team configures the intended workflow and proves it with test calls.
Agent receives the interaction
The pop opens when the agent is offered or answers, as agreed.
Record search
Contivio searches the configured NetSuite records for that queue.
Record presented
The appropriate record opens for the agent.
Agent permissions
Agents only see records their NetSuite role allows.
Multiple matches
The agreed selection behavior is applied.
Unknown callers
The agreed search or new-record behavior is applied.
Queue transfers
Context follows the interaction to the next queue.
Transfers to office users
Behavior is confirmed for non-agent PBX users.
Warm and cold transfers
Each transfer type is tested.
Callbacks
The record opens when the callback connects.
Mobile users
Behavior on the mobile application is confirmed.
Custom NetSuite forms
The pop opens the form each role uses.
OneWorld subsidiaries
Matches respect subsidiary scope.
What is required
Queue list and the screen-pop rules agreed in Step 16.
How it is tested
Test interactions in each queue open the agreed record for agents in each role.
Step 18 · Logging design
Decide What Should Be Logged in NetSuite
Connecting Contivio with NetSuite does not mean every interaction must create the same record or store the same information. During implementation, the customer and Contivio decide which channels are logged, where they are logged, which data is included and which related records should be updated.
Logging decisions made during a Contivio NetSuite implementation
Decision
Examples
Channel
Voice, voicemail, callback, SMS, live chat, email or AI agent
Direction
Inbound, outbound or internal
Interaction result
Answered, missed, abandoned, transferred, completed or failed
NetSuite activity
Phone Call, Task, Message, Case or approved custom record
Primary association
Customer, contact, lead or prospect
Related association
Case, opportunity, sales order, invoice, transaction or custom record
Interaction metadata
Agent, queue, start time, duration, direction and media type
Agent input
Notes, disposition, contact result and follow-up date
Conversation content
SMS body, chat transcript, call transcript or voicemail transcription
Recording
Secure recording link and access controls
AI output
Summary, sentiment, keywords, follow-up actions, proposed disposition and scorecard
How long recordings, transcripts and interaction data remain available
Logging rules can differ by queue, channel and business function. These are examples of configurable workflows, not defaults:
A completed sales call can create a Phone Call activity related to the customer and opportunity.
A missed support call can create a follow-up Task or queue callback.
An inbound SMS can be stored against the contact and customer with the message body.
A live chat can create or update a support case and retain the transcript.
A chatbot interaction can be logged only after escalation, or every interaction can be retained, depending on the agreed workflow.
An AI voice agent can create a case, update an order-related record or hand off to a human with its transcript and summary.
Internal calls may be excluded from NetSuite activity logging.
Very short, abandoned or failed calls may follow different logging rules.
19
Step 19 · Contivio
Configure SMS with NetSuite
ContivioCustomer admin
SMS runs on the same Contivio platform as voice. Implementation decides which numbers send and receive texts, who handles them and how they are recorded in NetSuite.
Why it matters. Texts are part of the customer conversation. Logging them with calls keeps the full history on one NetSuite record.
Confirm the SMS-enabled business numbers.
Confirm the countries and message types being supported.
Complete any required business or campaign registration.
Assign SMS interactions to the appropriate agents or queues.
Determine how senders are matched to NetSuite contacts and customers.
Determine where inbound and outbound messages are logged.
Confirm whether the full SMS body is written to NetSuite.
Confirm whether attachments or MMS are supported in the agreed configuration.
Define unknown-number behavior.
Define opt-out and consent handling.
Test inbound and outbound messages.
Verify the NetSuite interaction history.
SMS activity may include
Sender and recipient
Timestamp
Direction
Assigned agent or queue
Message body
Customer and contact
Related case or transaction
Delivery status, when available
Follow-up actions
Note
The current Contivio NetSuite data model can include SMS interaction content, subject to configuration and applicable privacy requirements.
20
Step 20 · Contivio
Configure live chat with NetSuite
ContivioCustomer admin
Live chat is configured as another Contivio channel, with its own entry point, queues and NetSuite writeback rules.
Why it matters. Chat agents need the same customer context as phone agents, and chat transcripts belong in the same NetSuite history.
Add or configure the Contivio live-chat entry point.
Define business-hours and after-hours behavior.
Select the queues and agents that handle chats.
Determine what customer information is collected before chat begins.
Match the visitor with the appropriate NetSuite customer or contact where possible.
Decide which NetSuite record should open for the agent.
Decide whether the chat should create or update a case.
Decide whether every transcript is stored or only completed and escalated chats.
Configure human handoff.
Test the transcript and activity writeback.
The agent should receive
Customer identity when known
Relevant NetSuite context
Existing cases or orders when configured
Previous interaction history
Chat transcript
AI or chatbot context when the conversation is escalated
21
Step 21 · Contivio
Configure AI chatbots and voice agents
ContivioCustomer admin
AI-agent implementation requires business decisions in addition to the technical connection: what the agent handles, what it can see, what it can do and when it hands off.
Why it matters. An AI agent acts on customer data. Its scope, permissions and escalation rules must be defined before it answers customers.
Scope
Supported customer intents
Identity verification
After-hours behavior
NetSuite access
NetSuite records the AI agent can read
Actions the AI agent is allowed to perform
Workflows
Order status
Inventory inquiry
Appointments
Case creation
Return or RMA
Cancellation requests
Handoff and records
Human handoff
Queue assignment
Transcript retention
AI summary
NetSuite activity logging
Failure and escalation behavior
Security
NetSuite role permissions and the approved tools govern what an AI agent can access or change. An AI agent does not receive unrestricted ERP access. See NetSuite AI agents.
22
Step 22 · Contivio
Configure dispositions and follow-up automation
ContivioCustomer admin
Dispositions record the outcome of each interaction and can drive NetSuite follow-up automatically.
Why it matters. Consistent outcomes make reporting reliable and let NetSuite create the next task without an agent remembering to.
Define the dispositions available for each queue or interaction type.
Map dispositions to the appropriate NetSuite field.
Decide whether a disposition is mandatory.
Define which dispositions create follow-up tasks.
Define which dispositions update a case, opportunity or customer status.
Configure workflow triggers and notifications.
Test each automated outcome.
Confirm reporting requirements.
Example dispositions
Follow-up required
Quote requested
Order-status inquiry
Case resolved
Return requested
Payment question
Escalated
Callback scheduled
No answer
Voicemail left
Data model
What Contivio writes to NetSuite records
NetSuite remains the system of record. Interaction data you choose to log is stored in standard NetSuite activity records and Contivio custom records, so it can be searched, reported on and used in saved searches and workflows like any other NetSuite data.
Interaction details
On Phone Call and Task records, shown on a Contivio subtab.
Queue
Text
Call direction
Text
Disposition and contact result
Text
Recording
Hyperlink
Call ID
Text, searchable
Duration
Minutes and seconds
Media type and correspondent
Text
Agent notes
Message field
AI data
On Phone Call and Task records, shown on an AI Data subtab.
Title
Text
Short summary and summary
Text area
Customer satisfaction
Text
Positive and negative
Text area
Keywords
Text area
Follow-up actions
Text area
Proposed disposition
Text
Agent score
Number and percent
AI custom records
Linked to the Phone Call so each call can hold several entries.
Contivio AI Insight
Per call
Insight time in call
Seconds
Contivio AI Scorecard
Per call
Scorecard question
Text
Scorecard answer
Text
Scorecard value
Number
Good to know
Exact fields depend on the bundle version and the options enabled for your account. Scorecard questions are defined with your team during implementation.
NetSuite AI Connector Service
Customer conversations as NetSuite data
When Contivio is configured to write calls, SMS, chats and AI outputs to NetSuite records, that conversation data sits alongside orders, cases and invoices on the same customer.
Data stored in NetSuite records can be made available to AI tools through the NetSuite AI Connector Service, subject to the roles and permissions your administrator configures. Teams can ask questions that combine what customers said with what they bought, owe or reported, without exporting conversation data to a separate system.
Planning your rollout?
Review your implementation with a Contivio NetSuite specialist.
Bring your records, roles, numbers and call flows. We will walk through the phases above for your account.
Testing proves that each queue, channel and record type behaves as configured. Run these tests with real users in their production roles, on the forms and subsidiaries they use, before go-live.
Test 1
Known inbound caller
Call the main number.
Route through the IVR.
Confirm the correct record screen pops.
Answer the call.
End the interaction.
Confirm that the activity, recording, transcript and summary appear on the correct record.
Test 2
Unknown caller
Call from an unrecognized number.
Confirm the configured unknown-caller behavior.
Create or associate the appropriate record.
Verify the completed activity.
Test 3
Outbound click-to-dial
Open a NetSuite customer or contact.
Click the phone number.
Confirm Contivio places the call.
End the call.
Verify the outbound activity and relationship.
Test 4
Multiple matching records
Use a number associated with more than one record.
Confirm the configured selection behavior.
Select the correct record.
Verify activity association.
Test 5
Related case or transaction
Handle an interaction related to an open case, order or other configured record.
Associate the interaction.
Confirm the correct customer, contact and related record are retained.
Test 6 · Omnichannel history
Validate the customer’s full history
A known customer calls.
The call screen-pops the customer record.
The completed call is logged with recording and AI summary.
The customer later sends an SMS.
The SMS is associated with the same customer and contact.
The customer begins a live chat.
The agent receives the previous call and SMS context.
The chat is escalated to a case.
NetSuite shows a consolidated history of the customer’s interactions.
Authorized users can report on the interactions without manually reconstructing the customer journey.
This is the practical meaning of keeping NetSuite as the system of record.
24
Step 24 · Launch
Train users and supervisors
ContivioCustomer admin
Contivio trains each group on the workflows configured for them, using your own queues, records and NetSuite roles.
Why it matters. People adopt the system faster when training matches what they will see on day one.
Confirm training groups by user type.
Train office-phone users on the softphone, mobile application, supported desk phones, voicemail and transfers.
Train contact-center agents on queues, screen pops, Link to Call, dispositions and agent notes.
Train digital agents on SMS and live chat.
Train supervisors on queue visibility, reporting, monitoring, whisper and barge.
Train administrators on user, queue and routing changes.
Provide reference material for the configured workflows.
What is required
A user list by type and an agreed training schedule.
How it is tested
Users complete test interactions in their own role before cutover.
25
Step 25 · Launch
Cutover and go-live support
ContivioCustomer admin
Numbers move and live traffic starts on Contivio on an agreed schedule, with Contivio monitoring the first days of production use.
Why it matters. A planned cutover keeps customer calls flowing while the old system is retired.
Confirm porting dates with the current carrier.
Confirm the cutover plan and fallback routing.
Complete the number port.
Move live traffic to Contivio queues and users.
Monitor early calls, screen pops and NetSuite logging.
Resolve issues found during the first days of production use.
Hand over to ongoing Contivio support.
What is required
Authorized porting information and an approved cutover date.
How it is tested
Live calls route, screen-pop and log correctly after the port completes.
Note
Number-porting timelines depend on the current carrier. Contivio coordinates the port; the customer provides the authorized porting information.
Replacing Your Current Phone System or Contact Center
Moving from RingCentral, Five9, 8x8, Vonage, Nextiva or a Legacy PBX?
Contivio can modernize an older business phone system, replace an existing cloud communications provider, or consolidate a separate PBX and contact center into one NetSuite-connected platform. These are the migration scenarios Contivio supports.
Scenario 1
Modernize a traditional or on-premises PBX
Move desk-phone and on-premises PBX users to cloud calling on desktop and mobile softphones or supported IP phones.
Scenario 2
Replace a cloud phone system
Move from cloud phone systems such as RingCentral, 8x8, Vonage and Nextiva to calling connected to NetSuite records.
Scenario 3
Replace a contact-center platform
Move from contact-center platforms such as Five9 to Contivio queues, IVR and routing connected to NetSuite.
Scenario 4
Consolidate a separate PBX and contact center
Run office calling and contact-center work on one platform instead of two systems and two integrations.
Scenario 5
Replace separate voice, SMS and live-chat systems
Bring voice, SMS and live chat onto one platform around the same NetSuite customer records.
Scenario 6
Support office PBX users and contact-center agents on one platform
Give occasional phone users PBX capabilities without licensing every employee as a contact-center agent.
The migration can include existing business numbers, extensions, users, auto-attendants, IVR menus, queues, routing rules, voicemail, business hours, SMS-enabled numbers and supervisor workflows. Contivio then connects these communications to NetSuite through screen pops, Click-to-Dial, automatic activity logging, recordings, transcripts, summaries and workflow automation.
Scope
Migration scope, historical-data portability and feature requirements are confirmed during discovery before a cutover plan is finalized.
PBX and contact center · Two locations and remote users
Big Dog Solar moved away from physical desk phones and three disconnected communications platforms. Contivio implemented a unified PBX and contact-center environment across two locations and remote users, connecting voice and SMS/MMS to the company’s existing NetSuite workflows.
The resulting environment includes screen pops, Click-to-Dial, automatic call logging, recordings, AI transcripts and summaries, NetSuite-connected SMS campaigns, queues and administrator visibility.
“By far the smoothest implementation experience I’ve had.”
Amanda AmatoBusiness Systems Manager and NetSuite Administrator, Big Dog Solar
FAQ
Contivio NetSuite implementation questions
How is Contivio installed in NetSuite?
Contivio is installed as a SuiteApp bundle that creates the standard Contivio fields, custom records and integration role. Contivio’s implementation team then works with your NetSuite administrator to configure and validate screen pops, click-to-dial, activity logging, routing, channels and AI for your account.
Can our NetSuite administrator install Contivio without Contivio’s team?
No. The bundle automates the foundational NetSuite configuration, but phone numbers, queues, IVR, record matching, logging rules, SMS, live chat and AI settings are configured by Contivio’s implementation team together with your administrator.
How long does a Contivio NetSuite implementation take?
Contivio’s CloudConnect technology can establish the underlying connection to NetSuite quickly and without a custom integration project. The complete implementation timeline depends on number porting, users, queues, IVR, channels, workflows and NetSuite customization.
Does Contivio work with customized NetSuite accounts and OneWorld?
Yes. CloudConnect can connect with customized NetSuite environments without writing a custom integration. Subsidiaries, custom record types, roles and forms are reviewed during discovery and configured as part of the implementation.
How are calls logged to NetSuite?
Based on the logging rules configured during implementation, Contivio can create a Phone Call record for voice calls and a Task record for messaging contacts such as voicemail, chat, SMS and email. The activity is linked to the related NetSuite record and can include details such as queue, direction, disposition, duration and a recording link.
How do screen pops find the right NetSuite record?
Contivio matches the caller’s number against phone fields on the NetSuite records in scope. Which fields and record types are searched, and what opens when several records match, are configured during implementation.
Where are call recordings, transcripts and AI summaries stored?
When recording and AI are enabled, they are connected to the NetSuite activity for the interaction. AI summaries and related fields appear on an AI Data subtab, and AI insights and scorecards are stored as Contivio custom records linked to the Phone Call.
Can SMS and live chat be kept on the same NetSuite customer record as calls?
Yes. SMS and live chat run on the same Contivio platform as voice. When logging is configured for those channels, the customer record shows calls, texts and chats together.
Can we keep our existing phone numbers?
In most cases, yes. Contivio reviews your number inventory, existing call flows and porting requirements and schedules the port as part of the cutover plan.
Can Contivio replace RingCentral, Five9, 8x8, Vonage, Nextiva or a legacy PBX?
Contivio can replace an existing cloud phone system, contact-center platform or legacy PBX, or consolidate a separate PBX and contact center, with one platform delivered through a native NetSuite SuiteApp. Migration scope, historical-data portability and feature requirements are confirmed during discovery before a cutover plan is finalized. See the RingCentral alternative for NetSuite comparison for details.
Plan your Contivio implementation with our NetSuite team.
Bring your NetSuite administrator and the requirements from Step 1. We will review your records, roles, numbers and call flows and outline the implementation plan. Explore Contivio’s complete NetSuite integration or schedule an implementation review.
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