What is Autopilot?
Autopilot enables Gmail users to put an email thread on Autopilot, ie 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.
See the list of frequently asked questions.
🔵 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 and select the records to attach to, and go to the Autopilot tab. Choose if you want to sync email as Email Address-Based (1) or Thread-Based Autopilot (2).
Once enabled, the ASSOCIATE EMAIL button will change and would indicate that by clicking, it would turn 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?
If an email thread begins to go off-topic and/or you don't want the thread to auto-sync anymore simply open the add-in, In the Autopilot section, select Cancel Autopilot.
Once Autopilot is turned off it cannot be turned back on again from the same email. To turn Autopilot back on you can reply to the email and then open it from your sent items folder. select the NetSuite records, and re-enable Autopilot.
Turning off Autopilot for email address sync
If you enabled Email Address Based Autopilot, you can do the following to turn off the email address sync.
Step 1: Go to Menu on the CloudExtend panel then select Settings.
Step 2: Go to Email Autopilot Associations and enter the email address you want to check. Click on the matching email, this will allow you to do two things.
See the list of NetSuite records the email address is associated to
Remove the Autopilot association completely for the email address.
Hover on the trash icon of the records where you want to turn off the Autopilot.
Emails from that email address will NO LONGER automatically be associated with those record(s).
🔵 How long does it take for Autopilot messages to appear in NetSuite?
In most cases, 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 ASSOCIATE EMAIL) initially and then use Turn on Autopilot to the last email. Subsequent replies from this point onwards will be auto-saved 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 do we know if a thread is on Autopilot?
Once put into Autopilot, it is visible in the inbox, and the email will have the label CloudExtend Autopilot.
🔵 Will file attachments be added to NetSuite automatically?
File attachments will only be added on the initial attachment, 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 ASSOCIATE 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.
🔵 Known Issues
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).