Because NetSuite requires that senders and recipients exist in NetSuite, CloudExtend can automatically create contact records when they are missing in order to ensure a successful save. This can result in a large number of unnecessary orphaned contacts therefore we have enabled 3 options for you.

Admins will have configured one of the three settings below during your implementation. If you need to track Last Sales Activity (LSA) we encourage you to use option 2.

Option 1 - Auto create missing entities (the default behavior for customers that signed up prior to September 7, 2018.

Option 2 - Offer to select alternate entities or manually create contact prior to attaching - required if you are tracking Last Sales Activity (LSA)

Option 3 - Always use email ID (default for customers that signed up from September 7, 2018 onward)

Handling Missing Sender/Recipient

NetSuite requires that attached emails have a matching Sender and Recipient in NetSuite. These could be Employee or Contact records. Prior to September, 2018, CloudExtend would automatically create missing contacts resulting in contacts with no company affiliation and often missing name information.  With the release of CloudExtend for Google Apps Bundle v2.6.0.x, Admins can now control the behaviour org wide via a setting in NetSuite available via Setup>Company>General Preferences>Custom Preferences as shown below. 

3 options to choose from when attaching emails to NetSuite

OPTION 1 (Default Setting for customers signing up prior to September 7, 2018)
Auto create missing entities

When this setting is selected, CloudExtend will automatically create missing contacts for you.  This may result in contacts with no company affiliation and often missing name information. We recommend you consider option 2 or 3 as an alternative (because who wants a bunch of orphaned contacts).

OPTION 2 (recommended if you track Last Sales Activity)
Offer to select alternate entities or manually create contact prior to attaching

If a user tries to attach an email where the sender or recipient is NOT in NetSuite as either a contact or an employee, they will not be able to save the email and will be presented with an option to add the sender/recipient. At this point you have 2 options:

  1. Select an existing contact as the missing sender/recipient
  2. Create a new contact prior to attaching the email to NetSuite.

A short video and text explanation showing option 2 in more detail are below.

Text / graphical overview of option 2

If CloudExtend finds that the required sender and/or recipient entities are not in NetSuite users will be asked to select sender/recipient entities as shown below

Update steps to attach email with entity selection:


2 and 3 Select an existing sender/recipient entity to server as a surrogate OR create a new contact

4. Click "CONTINUE" to confirm selection

5. Select record type to attach to

6. Click "SAVE EMAIL"

*The LSA field is only updated when emails attached are associated with a NetSuite entity (in this case employee) that is marked as a sales rep on the employee record. With option 2 enabled, the App is not checking for any entities and is simply dropping in the sender and recipient's email address therefore LSA is not updated.

With this setting enabled, when creating a native NetSuite message, CloudExtend will use sender/recipient email ID's instead of NetSuite entities. Admins should pick this setting when you are required to attach mails from users who are not always available as entities in NetSuite. Note, however, that the LSA field will not update with this option (use option 2 if you need to update the LSA field)

IMPORTANT - Users using option 3 are encourage to set their view as shown in the following section to avoid any confusion.

View Tips

The default view of the message record does not show the Author's email. Customize your default view and add author email. This will then allow you to see the actual email of the missing entity.

Other use cases for using select sender/recipient

Selecting Sender/Recipient when CloudExtend cannot create a message record.

This happens when the email id of the sender/recipient is more than 64 characters and in such cases CloudExtend will show the panel where user can select the required entities and proceed with mail attachment.

This is typical with email Id automatically created by NetSuite where the email address can be a very long string.

Manually triggering the selection panel:

Users can also manually trigger the panel, in case they want to choose a different sender/recipient when attaching the mail, by clicking on the icon as shown below

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