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.

Microsoft 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.

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

It can take up to 12 hours to be enabled

Autopilot will be enabled for end users approximately 12 hours after it is enabled by the Admin. Users can expedite this by logging out of CloudExtend and back in again.

Enabling CloudExtend Autopilot

Who is required for 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

Login to the subscription portal

The CloudExtend admin should login 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 Autopilot

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

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".

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 check mark 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 check mark.

⚠️ 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 to.

    • 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 check mark 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 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.

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, login 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 App 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 return 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 licenses for shared mailboxes

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, 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's a few other tips for shared mailboxes.

  • The shared mailbox must be configured per Microsoft's recommendations. 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. Learn more about that right 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.

NOTE: Autopilot will be enabled for end users approximately 12 hours after it is enabled. Users may expedite this process by logging out of CloudExtend and logging back in again.

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