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CloudExtend Outlook for NetSuite support for shared mailboxes
CloudExtend Outlook for NetSuite support for shared mailboxes

OLNS | Learn why you receive "You cannot perform this action. This add-in scenario is not supported in this folder" with certain mailboxes

Updated this week

CloudExtend Outlook for NetSuite is available to all subscribers that have a version of Outlook that supports add-ins on shared mailboxes. Once a user has installed CloudExtend on their own mailbox it will appear when working in a shared mailbox as well.

  • One-Time Save Method will be working in your Personal and Shared Mailbox

  • Autopilot will require a CloudExtend license.


  • A CloudExtend license is assigned to the shared mailbox

  • A Microsoft 365 subscription

  • Outlook desktop app with November 2019 build or later

  • Outlook on the web (via

  • Admin-configured shared mailbox

    ⚠️Note: The shared mailbox cannot be added by the Outlook user alone, it has to be deployed properly by the Microsoft Admin with these guidelines)

How to Use Autopilot 2.0 for Shared Mailboxes

Depending on your internal process, you have two options:

Scenario 1:

If you wish to prevent others from viewing replies in a shared inbox and prefer to interact with customers using your personal inbox, follow these steps:

  • When an email arrives in the support inbox, reply to the customer individually and select your own email address.

  • The responses you send will not be visible in the shared inbox.

  • Instead, they will be directed to your personal inbox. Remember to activate Autopilot in your personal mailbox.

Scenario 2:

If you want to maintain continuous communication and visibility within your shared mailbox while responding individually from your personal inbox follow these steps:

  • Enable Autopilot in your shared mailbox.

  • When an email arrives in the shared inbox, respond using your own email address and CC the support mailbox. This way, any subsequent conversation will be visible in both your shared and personal mailboxes.

  • Activate Autopilot in your personal mailbox to ensure smooth communication.

🚨 Note: The user that put the email on Autopilot 2.0 is the only one who can remove the Auto Association settings.

Best Practice

🔵 Attach emails from the final destination folder

As a best practice users should attach emails from the mailbox or folder they will ultimately reside in. For example, if you receive an email to and you then move that email to some other folder or mailbox you should attach the email after you have moved it. Failure to do so could result in the email failing to sync.

🔵 Use only shared mailboxes enabled by your Exchange Admin

If users have not been added to the shared mailbox by their Exchange Admin and instead have added it to their profile by using the mailbox credentials the add-in will not function properly. Microsoft recommends that the Exchange Admin add users to the shared mailbox via the Exchange Admin Center instead of adding the mailbox to their profile manually.

📘 See this article for Microsoft's recommended method of adding a user to a shared mailbox.

If you see your own mailbox name on the add-in and not the name of the shared mailbox it should function normally as long as all other prerequisites for working with a shared mailbox are met.

Troubleshooting License Issues

Because CloudExtend Autopilot is a background process that runs on mailboxes on your Exchange Server a separate CloudExtend license is required for your shared mailbox. If a license has not been provisioned you will see the message below.

Steps to resolve

Ask your admin to provision a license for your shared mailbox by adding the mailbox name, ie, in the CloudExtend subscription portal.

Known issues

🔵 Issues with emails from non-Outlook/Exchange domains

Emails received from domains not using Outlook/Exchange (ie Gmail) will fail to sync unless the best practice advice above is followed.

🔵Categories may not be automatically created by CloudExtend

Users may need to manually create the Synced by CloudExtend category per this article.

🔵 Unsupported Versions

Users on unsupported versions of Outlook may get an error message similar to the screenshot below. This is not a unique issue to CloudExtend and impacts users of any add-in for Outlook when used on a shared mailbox. Here is a Microsoft article documenting what's not supported, specifically in the section called Mailbox items available to add-ins:

To learn more about Autopilot, including how to use it with shared mailboxes, use the links below

  • Link to FAQ on how to use Autopilot when the from email is your own or that of your shared mailbox

  • Admin Link (includes setup instructions, prerequisites, and troubleshooting tips)

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