If your Autopilot emails in NetSuite are appearing as raw HTML instead of formatted text, the issue is caused by the Rich Text Editing feature being disabled in NetSuite.
This setting must be enabled for both the admin (who granted API access for Autopilot) and for each end user syncing emails.
Why This Happens
When ExtendSync Autopilot syncs emails to NetSuite, it uses the Rich Text Editing preference of the admin account that supplied the access token for Autopilot.
If that admin (or the end user) has not enabled Rich Text Editing, the email body will display as raw HTML code instead of properly formatted content.
Who This Applies To
This issue commonly affects organizations where:
The NetSuite admin did not enable Rich Text Editing before turning on Autopilot.
End users have Rich Text Editing disabled in their individual NetSuite preferences.
Resolution: Enable Rich Text Editing in NetSuite
Both the admin and the end users must enable Rich Text Editing in their NetSuite accounts.
Step 1: In NetSuite, navigate to Home > Set Preferences.
Step 2: Go to the Appearance tab and enable Use Rich Text Editing.
Step 3: Save changes.
💡 Tips:
After enabling this setting, newly synced emails through Autopilot will display correctly in NetSuite with proper formatting.
Existing emails that were previously saved as raw HTML will remain unchanged.