If you're using CloudExtend NextGen edition, please refer to this page for Autopilot details. To determine if you're on NextGen enter chrome://extensions in your browser and look for the Gmail extension. If the title includes NextGen then proceed to the pager above. To learn more about NextGen click here.
What is Autopilot
Autopilot enables Gmail users to put an email thread on Autopilot, i.e., once you attach the email to a NetSuite record all subsequent emails in the same thread will be added to a queue and automatically attached to the same set of records.
If you are using CloudExtend Gmail
How do I turn Autopilot on?
First, make sure your organization has Autopilot enabled for their CloudExtend subscription. If you're not sure, check with your NetSuite Admin or ask us using the chat icon at the bottom right.
To engage Autopilot locate the email you want to attach, open CloudExtend, search for the records to attach to and select Save With Autopilot. Subsequent emails in the thread will all automatically be attached to the same NetSuite records without any further action on your end.
How do I turn Autopilot off?
To disengage Autopilot locate the email you've attached, open CloudExtend, and select Cancel Autopilot. Existing emails in the thread will remain in NetSuite however any new replies will not. You can always restart Autopilot but please know you would need to first manually attach each of the mails received after canceling manually and then re-engage Autopilot.
How long does it take for Autopilot messages to appear in NetSuite?
In most cases messages, Autopilot messages will appear in NetSuite in just a few minutes but could take longer depending on the size of the queue and the availability of services in your NetSuite account.
Will Autopilot sync file attachments?
No, Autopilot will not sync file attachments. Only emails manually attached can include file attachments. Since the first email, you attach when engaging Autopilot is technically a manual attachment you can include files.
How can we enable Autopilot for an existing email thread?
If Conversation View is enabled in your Gmail settings then the entire thread will attach to NetSuite as a single message. Please note that there is a NetSuite limitation of 65,000 HTML characters which may end up truncating your email.
If Conversation View is not enabled you will need to sync existing emails one by one (using SAVE EMAIL) initially and then use SAVE WITH AUTOPILOT to the last email. Subsequent replies from this point onwards will auto-save to the selected record(s).
Where are emails stored?
Emails are stored in up to two places.
All emails in the thread follow native NetSuite behavior and are stored individually under the Messages tab (typically a sub-tab of Communications but varies depending on your NetSuite form).
All emails manually attached will also appear on the Gmail Messages tab. This includes the 1st email in the thread that was attached by Autopilot. Subsequent emails will appear on the Messages tab. This maintains the integrity of the Gmail tab to only show messages manually attached by an end-user.
How can we check the Autopilot Status
Status is visible within the History tab. Open the email thread and choose the email which you need to check the status. Then click on the history tab.
Note, other CloudExtend Gmail users on the same thread will also be able to see that the message is attached to NetSuite via the history tab. This may help reduce duplicate efforts.
Will file attachments be added to NetSuite automatically?
File attachments will only be added on the initial attach, subsequent emails on Autopilot will not attach files automatically.
If you need to attach files from an email that was previously attached via Autopilot this is possible but you may end up with a duplicate email in NetSuite that can optionally be removed.
When you receive a reply email that is already attached by Autopilot you can use the standard Save Email button and check off Include attachments. This will add a duplicate copy of the email with files attached. At this point, your email remains on Autopilot but you may have a duplicate in NetSuite. You may remove the duplicate manually from NetSuite at this point.
As an alternative consider manually attaching the files or using our Google Drive integration by saving them directly to Google Drive.
Can I modify the new label appearing within my Google mailbox "CloudExtend Autopilot"?
You can change the color of the label and even rename it, however, it should not be removed as it is used by CloudExtend Autopilot.
At present Autopilot will not work for you if your NetSuite login is different than your Gmail address, even if you have used our email remapping.
For users that do not enable conversation view (Gmail settings) the autopilot label is only applied to the 1st email attached. Subsequent emails will not have a label attached but users may still check the status (see How can we check Autopilot status above).