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Keeps customer support cases categorized, prioritized, and routed with full context — case updates and replies wait for your approval.
Accelerate response times and SLA coverage. Untriaged customer support cases blow response times and SLAs. This agent reviews incoming NetSuite cases, gathers the related communications and account history, then categorizes, prioritizes, and routes each case to the right team with context attached. Case updates and outbound replies are drafted for your approval, so response times improve without losing control. Team: Sales & CRM · Type: Agent

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What’s included

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Pinned tools

  • er_ns_email_send
  • er_ns_tasks_create
  • er_suiteql_query_validate
  • ns_createRecord
  • ns_getRecord
  • ns_runCustomSuiteQL
  • ns_updateRecord
  • NetSuite Intelligence Library

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Starter prompts

  • Triage open cases
  • Find SLA risks
  • Build a case context brief
  • Draft a customer reply

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Trust and governance

This agent can take action in NetSuite through er_ns_email_send, er_ns_tasks_create, ns_createRecord, ns_updateRecord — and every write is approval-gated. Nothing is created, updated, or sent until a human approves it. Reads and analysis run without interruption. All activity is captured in a full audit trail, agents use your existing NetSuite roles and permissions, and your data is never used to train models. Works with: NetSuite