NetSuite Integration
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      1. Help Guide
      2. Agent User Guide Fall 2024 Release
      3. NetSuite Integration

      Link to Call

      This guide explains how to manually log a call against a specific customer case or transaction record when dealing with unrecognized phone numbers or numbers tied to multiple accounts in your CRM.

      When to Use Link to Call:

      • Unrecognized Phone Numbers: If a customer calls from a number not recognized by your CRM, you can manually define where the call should be logged.
      • Multiple Accounts: When a customer’s phone number is associated with multiple accounts in your CRM, the system won’t automatically know which record to log the call against. In these cases, you will need to manually link the call to the correct account.

      Note: In most cases, calls are automatically logged against the customer record that initially screen pops. Manual linking is only required for unrecognized or ambiguous numbers.

      How to Link a Call to a Customer Record:

      1. Receive or Place a Call: If the customer’s number isn’t recognized or is linked to multiple accounts, the system will not automatically assign the call to a record.
      2. Find the Correct Record: Once you’ve identified which customer or case the call pertains to, search for the correct account, case number, or transaction record in your CRM.
      3. Select Edit and Link to Call:
        • Open the record.
        • Click Edit.
        • Select the Link to Call button to attach the call metadata to the record.

      Example Use Case:

      Let’s say a customer calls from an unrecognized phone number. While speaking with them, you recognize that they’re calling about case number 153.

      1. Search for case number 153.
      2. Open the record and click Edit.
      3. Select Link to Call to sync the call to the case record.

      What Happens After Linking:

      • Once the call is linked, all metadata, including call notes and disposition codes, will be stored against the correct customer record, case, or transaction. This ensures that even if the call came from an unrecognized number, all relevant information is logged in the appropriate place.

      Wrap-Up Period:

      After the call wrap-up period, the Link to Call feature can still be used to connect the interaction to cases or transaction records if needed.