If your Autopilot is turned on but your emails in NetSuite are showing as raw HTML, you must enable the Rich Text Editing feature in NetSuite.

This article applies to admins that did not enable Rich Text Editing in their NetSuite account prior to enabling ExtendSync Autopilot.

Emails synced to NetSuite via Autopilot inherit the Rich Text Editing preference of the admin user that supplied the access token for Autopilot. Both the end-user syncing the email and the admin whose tokens have been provided should be sure that Rich Text Editing is enabled in their NetSuite account.

Follow the steps to fix the issue right away. You need to do these steps in sequential order:

This step is required for both the Admin and End-users.

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.

This step is only required for the NetSuite admin.

Step 1: In NetSuite, go to Home, scroll down and look for Manage Access Tokens.

Step 2: Look for Token Name CloudExtend Autopilot and click Edit.

Step 3: Click Revoke.

Step 4: Create new tokens, click New Access Tokens.

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

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.

Step 5: Enter the NetSuite token and secret in the subscription portal (subscriptions.cloudextend.io) and click on Accounts.

Step 6: Go to Autopilot Settings and click Configure AutoPilot. Go to Step 2, and make sure that Step 1 has a green check.

Step 7: Enter the NetSuite token ID and secret from the previous step and click Save.