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CloudExtend gives users full control over the method(s) used to attach emails to NetSuite and we’ve created this video and guide with our suggestions on how and when to use each method.
First and foremost, we recommend that you avoid cluttering NetSuite with irrelevant information. Just because it’s easy to add to NetSuite does not mean it belongs in NetSuite. If you think the information will be beneficial to others in the organization then add it to NetSuite.
When to use each of the CloudExtend Options
Watch this video or read below to learn more.
The one-time method will attach a single email to the NetSuite record(s) you select and should be used if follow-ups to the thread are not necessary to view in NetSuite or if users want complete control over which parts of an email thread are in NetSuite.
Thread-based Autopilot is recommended if you are saving emails to time-bound transaction records such as Estimates, Opportunities, and Sales Orders. Using thread-based Autopilot ensures that all the relevant emails in the thread are attached to the transaction and that emails outside of the thread are not attached automatically since they may not be relevant to the transaction.
Email Address-Based Autopilot
Email address-based Autopilot is recommended when you are saving to records that are not time-bound, ie to entity records such as contacts, customers, leads, prospects, etc.
It’s also important to note that all emails to/from the email address you put on email Address-Based Autopilot will sync to the record(s) you selected in NetSuite, therefore you should be judicious before enabling it.
A prime example of how we use email Autopilot at CloudExtend lies with our Customer Success team. For each subscription, there is a primary customer contact. That contact’s email address is on email Autopilot because the Customer Success Manager knows that every email from that person will be important to them or their successor.
Things to avoid
Avoid putting your own email or a colleague’s email address on email Autopilot since it will result in every future email you send or receive from that address syncing to the same NetSuite records.
Canceling Autopilot is addressed here in our FAQ.
Use this diagram to help understand our recommended best practice. Your own needs may vary but we've found this to be a common starting ground.