Connect NetSuite to WhatsApp, Instagram, TikTok and AI Chat
When a distributor runs on NetSuite, customers still ask the same questions in chat: where is my order, do you have stock, can I order 50 more. The answers sit in NetSuite sales orders, fulfilments and item records. AeroChat answers those messages on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email by reading and writing NetSuite through its public REST web services. You describe the workflow in your own words, and AeroChat builds it.
What you can do with NetSuite and AeroChat
- Answer order status questions in chat. AeroChat finds the sales order, checks its fulfilment and replies with the status and tracking number.
- Take orders as sales orders for approval. AeroChat confirms the items with the customer and creates a sales order in NetSuite pending approval.
- Answer stock questions. AeroChat checks quantity available for an item and replies, without sharing numbers you want kept internal.
- Send invoice copies and balances. AeroChat finds open invoices for the customer and replies with amounts and due dates.
- Hand big or unusual requests to the account manager named on the customer record.
Works on every chat channel
Your customers message you wherever they already are. The same NetSuite connection and the same workflows run on every channel AeroChat supports, and NetSuite stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to check an order, ask about stock or reorder. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through NetSuite’s public SuiteTalk REST web services. It reads customers, items, sales orders, item fulfilments and invoices, using record requests and SuiteQL queries, and it can create sales orders. Each workflow uses only what its recipe asks for.
To connect, your NetSuite administrator sets up access for AeroChat. They switch on REST web services and token-based authentication, create an integration record and a role with only the permissions the workflows need, and create an access token for that role. They then enter the account ID and token details in the AeroChat dashboard when AeroChat asks. This is standard NetSuite admin work, with no code.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which NetSuite calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When a customer asks where their order is, match their phone number or email to a customer in NetSuite. Ask for the order number or PO number if they have more than one open order. Find the sales order and its item fulfilments. Reply with the status, what has shipped, the ship date and the tracking number. If nothing has shipped and the expected date has passed, hand the conversation to their account manager.
Copy this into AeroChat
When a customer asks if we have an item in stock, find the item in NetSuite and check quantity available at our main warehouse. If it is more than they need, say it is in stock. If it is less, say how many we can send now and that their account manager will confirm the rest. Never share stock numbers above 100 (example). Never promise a delivery date.
Who uses it
Distributors, wholesalers and manufacturers that run order-to-cash in NetSuite use it for the trade customers who message their sales team. These recipes use NetSuite:
- B2B suppliers and distributors, for trade customers who message to order, ask for stock and check their accounts.
- Account and invoice questions
- Order placement
- Quote requests
- Order status and delivery
- Product and stock questions
What stays in NetSuite
NetSuite stays your record. Sales orders, fulfilments, invoices, pricing and stock live there, and your team still approves orders, sets prices and manages credit.
AeroChat handles the conversation. It reads what NetSuite holds and creates only the sales orders your recipe asks for, pending approval. Its role only has the permissions your administrator gives it.
WhatsApp workflows that use NetSuite
These end-to-end WhatsApp workflows run with NetSuite behind them. See them all in the WhatsApp workflows library.
- WhatsApp B2B Ordering and Reorders Into Your ERP
- WhatsApp Delivery Updates From Your Order and Shipping Data
- WhatsApp Order Changes and Cancellations Within Your Rules
- WhatsApp Order Confirmation Sent From Your Order System
- WhatsApp Order Tracking That Answers From Your Store Data
- WhatsApp Stock and Availability Answers From Live Inventory
Questions
Does AeroChat work with NetSuite?
Yes. AeroChat connects through NetSuite’s public REST web services, with an access token your administrator creates for it.
Can customers check order status on WhatsApp?
Yes. AeroChat finds the sales order and its fulfilments in NetSuite and replies with what has shipped and the tracking number.
Do I need a developer?
No. You describe the workflow in your own words, your NetSuite administrator creates the access token, and switch it on. AeroChat builds the NetSuite connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect NetSuite and try it
Paste the first recipe, have your administrator add the access token, and ask your own number where an open order is.