CRM Integrations - Dynamics 365 & NetSuite

Your CRM and your ERP.
Live, inside the conversation.

Velaro connects live chat directly to Microsoft Dynamics 365 and Oracle NetSuite. Agents search and create records without leaving the chat window, and every transcript archives back to the right account automatically.

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Microsoft Dynamics 365

Search and create Leads, Contacts, Accounts, and Cases from the conversation. Visitors match to existing records automatically, and every transcript archives to the matched record.

See the full Dynamics 365 integration →

Oracle NetSuite

A 52-tool AI bot integration over SuiteTalk REST - order status, invoices, cases, RMAs, inventory, and lead or opportunity creation, reading and writing live NetSuite data with no synced copy.

See the full NetSuite integration →
What's Shared Across Both

One conversation. Records on both sides stay current.

Dynamics 365 and NetSuite are separate integrations under the hood, but they solve the same problem the same way: the agent never has to alt-tab to the CRM or the ERP to get an answer or log one.

Automatic visitor-to-record matching

Velaro matches an incoming visitor to an existing Dynamics 365 or NetSuite record by email or phone as soon as the conversation opens, so the agent starts with context instead of a blank search box.

Search and create records from the chat

Agents look up Leads, Contacts, Accounts, and Cases in Dynamics 365, or customers, orders, invoices, and cases in NetSuite, and create new ones directly from the conversation - no separate tab, no re-typing what the visitor already said.

Configurable field mapping

You decide which fields get read, written, or shown to the agent. Both integrations expose a field mapper so a new record type or custom field doesn't require an engineering request.

Transcript-to-CRM archival

Closed conversations write back to the matched record automatically, so the full chat history lives next to the account it belongs to.

Microsoft Dynamics 365

Two ways to connect - shared or per-agent

Dynamics 365 supports a shared Service Account connection or Microsoft OAuth 2.0. OAuth can run as a single site-level connection, or as individual agents connecting their own Microsoft account so their record actions in Dynamics are attributed to them by name.

Connection Mode

Shared Service Account

A single username/password service account connects the whole site to Dynamics 365. Every agent action reads and writes through that one account - the simplest setup for a team that doesn't need per-agent attribution in Dynamics.

Connection Mode

Microsoft OAuth 2.0

Connect via Microsoft Entra ID instead of a shared password. Run it as one site-level OAuth connection, or have individual agents connect their own Microsoft account so a Lead or Case they create in Dynamics shows their name, not a shared service account.

Velaro Chat Panel for Dynamics 365

Chat history on the Contact record - where the CRM user already works

A native PCF (Power Apps Component Framework) control embeds directly inside a Dynamics 365 Contact or record form. Today it's a read-only view - no separate window, no tab switching to see what happened in a conversation.

Dynamics 365 - Contact form
Velaro Chat Panel - Sarah Mitchell
Last conversationWeb Chat · 12 min
CSAT5 / 5
AI ResolvedYes
SentimentPositive
Live chat in panelRead-only today

What the panel shows now

  • Conversation status, channel, and duration for every conversation matched to the contact
  • Real customer CSAT pulled from the post-chat survey
  • An AI-Resolved badge when the bot closed the conversation without a human
  • AI-detected sentiment and topic, plus an AI-generated summary

The panel is read-only history and outcomes - not a live chat window. Bringing live chat into the same panel, so an agent could answer a conversation without leaving the Dynamics record, is active engineering work at Velaro right now.

Setup is a one-time step: a Dynamics admin imports the Velaro Power Apps solution and adds the control to the Contact form. It isn't automatic like the rest of the Entra ID connection, and it's currently delivered directly rather than through a Microsoft AppSource listing.
Oracle NetSuite

A 52-tool AI bot, reading and writing NetSuite directly

Velaro's NetSuite integration calls SuiteTalk REST server-side. There's no synced copy or cache sitting between the conversation and your ERP - every lookup and every write hits live NetSuite data.

Reads

Order status, invoices, and inventory

Agents and the AI bot pull order status, invoice details, case history, and real-time inventory levels straight from NetSuite while the conversation is live.

Writes

Cases, RMAs, leads, and opportunities

The bot creates support cases, opens RMAs, and creates leads or opportunities directly in NetSuite from the conversation - no queue, no separate data-entry step afterward.

📦

Order Management

  • Order status & history
💵

Invoices & Cases

  • Invoice lookup, case create/update
↩️

RMAs & Inventory

  • RMA creation, real-time stock

There's no Dynamics-style embedded panel for NetSuite today - no native control shows chat history inside a NetSuite record. The full skill catalog and field-level detail live on the dedicated NetSuite integration page.

Go deeper on either integration

Full skill catalogs, security architecture, and setup detail live on each platform's own page.

Microsoft Dynamics 365 →

Record types, field mapping, the Velaro Chat Panel, and starter workflows.

View the Dynamics 365 page

Oracle NetSuite →

All 34 AI skills, the field mapper, and the security architecture behind server-side OAuth.

View the NetSuite page

All Integrations →

Every CRM, e-commerce, and helpdesk connector Velaro supports.

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Connect your CRM. Keep the conversation.

Dynamics 365 and NetSuite both connect in minutes, with no middleware in between.

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