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Troubleshooting: 8x8 integration for NetSuite

  • Updated on Aug 2, 2026
  • Published on Jul 23, 2026
  • 3 minute(s) read
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Check out the following troubleshooting items for 8x8 integration with NetSuite:

Activity in 8x8 Work and 8x8 Contact Center does not trigger screen pop or call logs in NetSuite

  • Ensure that you are connected to integration with NetSuite.

  • Go to Settings > Integrations and enable the Auto interaction log option to automatically generate a call, chat, and voicemail log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.

  • Make sure that a pop-up blocker is not preventing new tabs from opening from NetSuite.

My screen pop fails in CRM integration with 8x8 Work and 8x8 Contact Center

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

To clear the browser cache in Chrome

  1. Click the More  icon in the top-right corner of your Chrome browser window.

  2. Select Settings from the menu.

  3. Click Advanced at the bottom of the page.

  4. Under Privacy and security, select Clear browsing data.

  5. Select the following check boxes from the list:

    • Cookies and other site data.

    • Cached images and files.

  6. Click Clear data.

To allow pop-ups in Chrome

  1. Click the More  icon in the top-right corner of your Chrome browser window.

  2. Select Settings from the menu.

  3. Click Advanced at the bottom of the page.

  4. Under Privacy and security, select Site settings.

  5. Under Unsandboxed plugin access, click Add next to the Allow section.

  6. Enter <cloud8.8x8.com>, and confirm.

Cases do not appear in incoming call search results

The 8x8 integration for NetSuite searches the CRM by phone number and only returns contacts, customers, and leads. Cases do not appear in incoming call search results because they are not stored against a phone number in NetSuite. When Case is enabled under Search Types, agents can manually search the CRM for existing Case records.

For agents to view a case during a call they can:

  • Search for the case number using the  search box.

  • Open the matched contact record and navigate to their cases.

The call activity log is not associated with a contact or company

NetSuite requires a contact to be associated with a Company. If no valid company is available, NetSuite rejects the record and the call log will not include a contact or company association.

To ensure the call activity is logged correctly, agents must assign the contact to a company in NetSuite before logging the call.

The Insufficient permission error message displays on the screen for agents

If an agent using the integration for NetSuite receives the Insufficient permission error message when they log in to their account, the Custom Record Entries permission is missing for the role assigned to the agent.

To troubleshoot the Insufficient permission error message:

  1. Log in to your NetSuite admin account.

  2. From the menu bar at the top of the NetSuiteHome screen, hover over Setup and navigate to User/Roles > Manage Roles. A new page displays.

  3. Click Edit next to the relevant role or create a new role.

  4. Scroll down to the Permissions tab and click on the Lists sub-tab.

  5. Click the blank line at the bottom of the list of permissions and select Custom Record Entries.

  6. Choose the level for the permission. 

    Note:

    The minimum permission level required is View. Refer to the list of minimum permission levels for each permission category.

  7. Click Add. The permission is added to the list.

  8. Click Save. 

The wrong role or account error message displays on the screen

If an agent using the integration for NetSuite is notified that their role doesn’t support OAuth2 login, you must ensure that the agent’s role has the REST Web Services and Log in using OAuth 2.0 Access Tokens permissions assigned.

To change the permissions for a user role:

  1. Log in to your NetSuite admin account.

  2. From the menu bar at the top of the NetSuite Home screen, hover over Setup and navigate to User/Roles > Manage Roles. A new page displays.

  3. Click Edit next to the agent’s role or create a new role.

  4. Scroll down to the Permissions tab and click on the Setup sub-tab. 

  5. Check if the following permissions are assigned:

    • REST Web Services

    • Log in using OAuth 2.0 Access Tokens

  6. If the permissions are missing, click the blank line at the bottom of the permissions list.

  7. Select the REST Web Services permission.

  8. Choose the level for the permission.

    Note:

    The minimum permission level required is Full.

  9. Click Add.

  10. Click the blank line at the bottom of the list of permissions.

  11. Select the Log in using OAuth 2.0 Access Tokens permission.

  12. Choose the level for the permission.

    Note:

    The minimum permission level required is Full.

  13. Click Add.

  14. Click Save.

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