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Admin: Enabling CloudExtend Outlook Autopilot For Your Organization
Admin: Enabling CloudExtend Outlook Autopilot For Your Organization

OLNS | Learn how to enable Autopilot for your organization

Updated this week

Intended Audience

This article is intended for CloudExtend Outlook for NetSuite Enterprise Edition Administrators. If you're a Google Workspace Admin and you'd like to enable Autopilot for your org click here.

CloudExtend Outlook end users can learn more about Autopilot here.


For CloudExtend Autopilot to function in the background

  • If you're planning on using Autopilot with shared mailboxes each mailbox will require a separate license (see this section to learn more).

  • The user's Outlook email address must be identical to their NetSuite login. If a user's email is different they can still use CloudExtend without Autopilot.

  • We recommend user's User Principal Name (UPN) be the same as their email address for better performance. This UPN can be confirmed in the Microsoft 365 Admin center under the Username column as seen below.

🚨 Keep in mind, once Autopilot has been initially installed it will take about 24 hours to take effect.

Learn how to enable CloudExtend Autopilot by following the steps below:

Enabling CloudExtend Email Autopilot

Who is required for the initial setup

Enabling CloudExtend Autopilot will require three individuals from your organization. For some companies, this may be the same person. The users do not need to be present at the same time but they will each be required to perform an action.

  1. The admin assigned to login to

  2. A user with admin rights to your Microsoft 365 environment

  3. A user with NetSuite admin rights

Steps to Enable Autopilot

Install CloudExtend Outlook for NetSuite Performance Bundle

  • The installation link is here.
    Please note a NetSuite Admin may be required to install this bundle

  • Know more about the Bundle Install here.

Login to the subscription portal

The CloudExtend admin should log in to the subscription portal ( and click on Accounts.

Connect your NetSuite account

Next, add your NetSuite Account number and then connect it to Autopilot.

⚠️ IMPORTANT if you are connecting to a sandbox account use an underscore and not a hyphen, ie use 123456_sb1, not 123456-sb1.

Configure Email Autopilot

The final two steps will require your Microsoft 365 Admin as well as your NetSuite Admin. To continue, click Configure Autopilot.


Autopilot can only be set for one NetSuite account at a time. Enable Autopilot then add the tokens, if you are connecting to NetSuite sandbox or test drive first.

Once you go live, create new tokens for the NetSuite production instance and go back to your subscription portal to add the new tokens for production.

Grant Microsoft 365 Consent

On the next screen, the Microsoft 365 Admin is required to allow CloudExtend to use the Microsoft Graph API. This is required for Autopilot to operate unattended and to add categories to emails. Click on Step 1 and then review the permissions and click Accept.

If you're concerned about the scope of the permissions note that CloudExtend only places a watch on licensed mailboxes. If you want to limit the scopes to specific security groups learn how in this article.

πŸ’‘ Note, if you are not the Microsoft 365 Admin see Troubleshooting Step 1 below.

Once consent has been granted you will be returned to the portal and should see a green checkmark next to Step 1. If your Microsoft 365 Admin had to grant access remotely you may need to refresh your browser to see the green checkmark.

⚠️ Troubleshooting Step 1

  • If you are not getting a green checkmark on Step 1 please be sure that

    • You are logging in to the subscription portal with the same email domain (or an alias for the domain) as the Microsoft 365 account you are granting consent.

    • If consent was previously granted by the Microsoft 365 admin and you are logging in with a different email domain the checkmark will not appear. In this case, the lack of a checkmark can be ignored. An example of this scenario would be an outsourced consultant who has been granted access to the portal to manage licenses for your organization. When the consultant logins in with their own domain the green checkmark will not appear since the check is being done for their domain.

  • If you're not the Microsoft 365 admin you will see a screen similar to the one below. You can either have your admin join you via a screen share and have then click the Sign In link or you can copy the URL in the browser window of the authorization screen and email that to your admin. They must authorize within 5 minutes.

Enable/Disable Thread and Email Autopilot for Users

Admins can enable and disable the Autopilot feature for users. Check out this link to see the steps in managing Email Autopilot for your organization.

Configure NetSuite

Enable Rich Text Editing

Using the same Admin role navigate to Home >Preferences and enable Use Rich Text Editing on the Appearance tab. CloudExtend will respect this as the tokens (next step) will associate the admin preferences for CloudExtend. Without this setting emails will be synced as HTML.

Enable Partner Management in NetSuite

CloudExtend Autopilot relies on having access to NetSuite entities. By default this includes partners. If partner management in NetSuite is not enabled please enable it at Setup > Company > Enable Features > CRM > Partner Relationship Management. This is required even if you do not plan on using Partner Relationship Management.

Create a NetSuite token and secret

Step 2 will require creating a NetSuite token and secret which will be used by CloudExtend when adding emails to NetSuite unattended. Before clicking on step 2 your NetSuite Admin will need to create the token and secret.

⚠️ Use an ADMIN role to avoid errors

When users first attach an email it is done with their own role and associated permissions. The rest of the emails on Autopilot use the permissions for the user that generated the tokens (since it is a background process and users may be offline, etc.). An admin role will ensure that permissions are covered for all users in the organization using Autopilot to attach subsequent emails.

Open NetSuite, log in with an Admin role and navigate to your home page. At the bottom left, under settings, click on Manage Access Tokens.

On the next page click New MyAccess Token

Next, choose the Application Name (CloudExtend Outlook) and name your token. You can name the token anything you like.

⚠️ Troubleshooting Tip For New Customers

If you don't see the CloudExtend Outlook application name it means your integration record has not yet been created. The first time a user logs into NetSuite via the CloudExtend App the integration record will be created.

Go back to the CloudExtend subscription portal, allocate a license to yourself (or any user) first, download CloudExtend from the Microsoft Store and log into the application and then come back to this step.

After you click Save you will be presented with a NetSuite token and secret. These will only be accessible to you at this time. Take note of these as they will be required in the last step on the subscription portal.

Enter the NetSuite token and secret in the subscription portal

For the final step returns back to the subscription portal and get back to the Configure Autopilot screen and click on Step 2 (NetSuite TBA Credentials)

Enter the NetSuite token ID and secret from the previous step and click Save.

Enterting token and secret for NetSuite in the CloudExtend subscription portal

Allocate License for Shared Mailboxes (Optional)


Autopilot for Shared mailboxes is also available. See the article below to know how to configure. Click here!

If your organization is planning on using Autopilot for shared mailboxes, you must add an end-user license for each shared mailbox (i.e.,, etc.).

Note, that this is only required if you want to use Autopilot on shared mailboxes. If you don't plan on using Autopilot on a shared mailbox your end users can still attach emails from the shared mailbox using their own license.

Here are a few other tips for shared mailboxes.

  • The shared mailbox must be configured per Microsoft's recommendations.

    πŸ‘‰ Learn more here (there's a link to Microsoft support in that link as well).

  • End users that attach emails to a shared mailbox should also send replies as the shared mailbox for the smoothest Autopilot experience. If they really need to send a reply from their own mailbox have them send the mail first and then attach it from their sent items.

Enable Calendar Autopilot (Enterprise Only)

Events in Outlook will seamlessly synchronize with NetSuite, whenever there are updates, deletions, and declines with the event in Outlook including changes in the attendee list, time date, or agenda, all of those will be reflected in NetSuite. This is an Enterprise Edition feature.

To learn how to enable this in your organization, click here.


Congratulations! You have now successfully enabled Autopilot for your CloudExtend Outlook for NetSuite Enterprise end-users. Share this article with them to help them get started.

🚨 Keep in mind, once Autopilot has been initially installed it will take about 24 hours to take effect.

Need Help?

Let your users know where to get help when they need it.

CloudExtend offers several ways to get help.

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