Customer Profile
Account, tier, owner, and key details surface instantly.
NetSuite CTI & Caller ID
NetSuite Screen Pops
Stop making agents search for customers. Open the right NetSuite record before they pick up.
Contivio matches each inbound caller to their NetSuite record and brings up the customer, orders, invoices, cases, and full history — so the conversation starts with the whole picture already on screen.
Trusted by NetSuite teams
Automatic caller ID
Zero manual searching
Native to NetSuite
Incoming call
+1 (313) 555-0147
Caller identified — Meridian Supply Co.
MS
Meridian Supply Co.
Enterprise · Dana Whitfield · Primary Contact
Customer
Orders
Invoices
Cases
Calls
AI
Customer profile
AccountMeridian Supply Co.
TierEnterprise
OwnerDana Whitfield
Recent orders
SO-4471 · $12,480Shipped
SO-4460 · $3,120Processing
Open invoices
INV-8890 · $12,480Paid
INV-8871 · $2,300Overdue
Support cases
CS-231 · IntegrationOpen
CS-198 · BillingResolved
Previous calls
Jul 2 · Outbound · 4:12Follow-up
Jun 28 · Inbound · 6:30Resolved
AI summary
Renewal discussed; wants Q3 quotePositive
Next best actionSend quote
Full context ready
before you say hello
Faster call handling
Higher first-call resolution
Fewer manual searches
Native NetSuite SuiteApp
The Short Answer
What are NetSuite Screen Pops?
A NetSuite Screen Pop automatically opens the correct customer, contact, order, invoice, or case record the moment an inbound call is received.
Agents no longer need to search manually — resulting in faster conversations, improved customer experiences, and better first-call resolution. Contivio matches the incoming caller ID against NetSuite in real time and surfaces everything the agent needs: profile, orders, invoices, cases, and full interaction history, with AI summaries from prior conversations already in view.
Search time
0 sec
the record is open before the call connects — no manual lookup.
Context surfaced
Full 360
profile, orders, invoices, cases, and history in one view.
Where it lives
Native
inside NetSuite — no separate CRM to install or sync.
See How Screen Pops Work
From ringing phone to complete context
Every step is automatic. The agent simply answers a call that already has the full customer record open.
The phone rings
1Incoming call
Automatic
2Caller ID matched
Automatic
3NetSuite searches customer records
Automatic
4Correct record opens automatically
Agent answers
5Answer with complete context
Automatic
6Interaction logged to NetSuite
Automatic
7AI summary saved to the record
On the Screen Pop
Everything available before you say hello
The moment a call connects, the complete customer picture is already on screen — no tabs to open, no searches to run.
Orders
Open and recent sales orders with status and amounts.
Invoices
Balances, due dates, and payment status at a glance.
Opportunities
Open deals and pipeline tied to the account.
Cases
Support tickets, escalations, and their current state.
Interaction History
Every prior touch across the relationship, in order.
Previous Calls
Direction, duration, and disposition of past calls.
SMS
Text threads with the customer, in the record.
Chat Conversations
Web and messaging chats logged to the customer.
AI Summaries
Concise recaps of prior conversations, ready to read.
Sentiment
How the customer has felt across recent interactions.
Keywords
The topics and terms that mattered on past calls.
Why Screen Pops Matter
Context on connect changes every metric
When the record is already open, agents skip the search and start solving — and the numbers move across the whole operation.
Reduce Handle Time
The lookup is done before the call connects, so agents spend the call solving, not searching.
No Manual Searching
The correct record opens itself — no name spelling, no account hunting, no dead air.
Improve First Contact Resolution
Full history in view means agents resolve more issues on the first call.
Increase Customer Satisfaction
Customers never repeat themselves — the agent already knows who they are and why they called.
Improve Agent Productivity
More calls handled per hour without the friction of app-switching and manual data entry.
Better Sales Conversations
Reps open with the customer’s orders, opportunities, and next steps already in front of them.
Reduce Training Time
New agents rely on the record instead of memory — context is presented, not recalled.
Complete Customer Context
Profile, orders, invoices, cases, and AI insight — every fact in one place, every time.
Built for Every NetSuite Team
The right record, for every department
A screen pop means something different to each team — Contivio surfaces exactly what that role needs to see.
Open with the whole relationship
The moment a prospect or customer calls, reps see the account, open opportunities, and last conversation — so the pitch is personal from the first word.
- Account, pipeline, and owner surface on connect
- Last AI summary primes the next conversation
- Recent orders and quotes in immediate view
- Every call logged back to the deal automatically
Skip the "can you verify your account?"
Agents get the customer, their open cases, and full interaction history the instant the call connects — no verification stall, no repeated backstory.
- Open cases and prior tickets appear instantly
- Product, order, and entitlement context in view
- Previous call and chat history already loaded
- Higher first-contact resolution, shorter handle time
Every invoice, before you dial in
When a customer calls about a bill, the screen pop shows balances, due dates, and payment status — the conversation starts on the right number.
- Open invoices with balances and due dates
- Payment history and status at a glance
- Related orders and disputes linked to the account
- Notes and commitments captured on the record
Coordinate jobs with full context
Dispatchers and technicians see the customer, the job, and the appointment history the moment a call arrives — confirmations and reschedules move faster.
- Job records and appointment history on connect
- Equipment, site, and service notes in view
- Prior visit outcomes surface automatically
- Follow-up captured back to the record
Reach past-due accounts prepared
Collectors see aging, past promises, and full AR context before the call connects — so every outreach is informed and every commitment is logged.
- Aging balances and overdue invoices in view
- Prior promise-to-pay commitments surfaced
- Complete payment and contact history loaded
- Disposition and next step logged for reporting
Why Native Matters
Native Screen Pops, not another bolted-on CTI
The same inbound call — a native SuiteApp versus a typical bolt-on.
Typical CTI
- A separate softphone or desktop app running beside NetSuite
- Browser plugins to install and maintain on every workstation
- Agents still search for the record while the caller waits
- Customer data synced between two disconnected systems
- Reps juggling multiple applications on a single call
Native NetSuite Screen Pops
- The matched record opens the moment the call lands
- Reads and writes real NetSuite data — no middle layer
- AI summary and call activity post back to the record on their own
- No browser extensions to deploy or break
- One system of record — nothing to sync or reconcile
Watch Screen Pops in Action
See a call arrive and the record open itself
Watch the 2-minute Screen Pop demo
Business outcomes
Reduced handle time
Better customer experience
No manual lookup
Complete customer history
Automatic activity logging
Every Channel
Screen Pops work across every communication channel
Voice, digital, AI, inbound, or outbound — every interaction routes through the same NetSuite record.
NetSuite
Screen Pop
Screen Pop
Voice
SMS
Chat
AI Voice
Callbacks
Outbound
Inbound
Frequently Asked
NetSuite Screen Pops FAQ
A NetSuite Screen Pop automatically opens the correct customer, contact, order, invoice, or case record the moment an inbound call is received. Agents no longer need to search manually, resulting in faster conversations, improved customer experiences, and better first-call resolution.
When a call arrives, Contivio captures the caller ID, matches it against your NetSuite records in real time, and opens the correct record automatically before the agent answers. The interaction is then logged and an AI summary is saved to the record.
Yes. Screen Pops surface the customer’s sales orders alongside their profile, so agents can see order status, amounts, and history the moment a call connects.
Yes. Invoices — including balances, due dates, and payment status — are available on the screen pop, which is especially valuable for accounts receivable and collections teams.
Yes. The screen pop includes complete interaction history — previous calls, SMS, chats, and cases — so every conversation starts with full context.
Yes. Contivio’s AI summaries, sentiment, and keywords from prior conversations appear directly on the record, giving agents a briefing to read while the call is still connecting.
Yes. Screen Pops work with Contivio Voice AI. When an AI agent hands a call to a human, the matched record and full conversation context pop automatically for a seamless transfer.
No. Contivio Screen Pops are native to NetSuite. NetSuite is the single system of record — there is no separate CRM to install, sync, or reconcile.
Yes. On outbound click-to-dial calls, the matching record opens as the call is placed, so agents have full context on outbound calls just as they do on inbound.
Because Contivio is a native SuiteApp, most organizations are live with Screen Pops in days, not months. There are no browser plugins to deploy and no separate CRM integration to build.
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Related resources
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