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. Action would only be required on your end if Option 3 has been selected and the ender or recipient is missing.
Option 1 below remains the default behavior for customers that signed up prior to September 7, 2018. Customers signing up after September 7, 2018, will have Option 2 as their default behavior.
Unless you're tracking Last Sales Activity (LSA) we encourage you to use option 2 as it does not auto create contacts for you (auto creating contacts can result in a large number of unwanted orphaned contacts or contacts with missing information).
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 (new as of August 30 2018).
OPTION 2 (Recommended, and Default setting for customers signing up after September 7, 2018)
Always use Email ID instead of NetSuite entities
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. With this setting, CloudExtend will NEVER create any contacts for you automatically.
IMPORTANT - If your organization is tracking the Last Sales Activity (LSA) on NetSuite records emails attached with Option 2 will not update the LSA date.*
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:
- Select an existing contact as the missing sender/recipient
- Create a new contact prior to attaching the email to NetSuite.
Attaching emails to NetSuite when OPTION 3 setting is selected.
If CloudExtend finds that the required sender and/or recipient entities are not available, users will see the panel asking to select sender/recipient entities as shown below
Update steps to attach email with entity selection:
1) Click on "SELECT SENDER/RECIPIENT"
2 & 3) Select from suggested sender/recipient entities or create new contacts
4) Click "CONTINUE" to confirm selection
5) Select record type to attach to
6) "SAVE EMAIL"
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 framed by NetSuite when an email communication is initiated from NetSuite .
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
*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.