ExtendSync for Outlook NetSuite is available to all subscribers who have a version of Outlook that supports add-ins on Shared and Delegate mailboxes.
Once a user has installed CloudExtend on their own mailbox it will appear when working in a shared or delegate mailbox as well.
⚠️Important:
Shared mailboxes must be properly deployed by a Microsoft 365 Administrator — they cannot be added manually by end users.
Follow Microsoft's shared mailbox deployment guidelines for setup.
Quick Summary
Feature | Works in Shared/Delegate Mailboxes? | Requires License? |
One-Time Save | ✅ Yes | ❌ No |
Autopilot for Emails | ✅ Yes | ✅ Yes (license required) |
💡 If Autopilot is enabled, users should log in to their individual inbox first, then switch to the shared mailbox.
The shared mailbox will “piggyback” on the authenticated session from the individual mailbox.
Prerequisites
An ExtendSync license is assigned to the Shared or Delegate mailbox (Optional. Needed if you will use Autopilot)
A Microsoft 365 subscription
Outlook desktop app with November 2019 build or later
Outlook on the web (via https://office.com)
Admin-configured shared mailbox
Configration Steps
Step 1: Allocate License using the Shared Mailbox email address.
Step 2: Admin to check Autopilot configuration needed by organization.
👉 See the best practice for using One-Time and Autopilot.
Step 3: Check with the user if ExtendSync is working on their Shared or Delegate mailbox.
If Autopilot for Emails is enabled:
Inform users to be careful in choosing the Autopilot feature.
Share article to best practices to use Autopilot in Shared Mailboxes.
Admin can restrict users from using Autopilot on the Shared mailbox, if needed. See how here.
Understanding Shared and Delegate Mailboxes
What Is a Shared Mailbox?
A Shared Mailbox allows multiple users to send and receive emails from a common address, such as support@yourcompany.com or sales@yourcompany.com.
This makes it easy for teams to monitor incoming messages and respond collectively.
Example:
Your Support Team uses support@yourcompany.com so every member can view, send, and reply to customer emails from that shared inbox.
What Is a Delegate Mailbox?
Delegates are used in Outlook when you want to delegate a part of your day-to-day work with your Outlook mail or calendar or notes or tasks to someone else in your organization so that they can handle that part of the work.
Example:
A CEO gives their Executive Assistant delegate access to respond to meeting requests or emails in their inbox.
Delegates can:
Read and respond to emails
Accept/decline meeting invitations
Create or modify items (if permission is granted)
Using ExtendSync in a Shared or Delegate Mailbox
Once you switch to a Shared or Delegate mailbox and open ExtendSync, the app will automatically detect the mailbox type.
This is clearly displayed at all times — on both the Welcome screen and Contextual screen.
What You Can Do
Perform all actions available in your personal inbox
Use One-Time Save or Autopilot (if licensed and enabled)
View NetSuite record associations added by others
ℹ️ When another team member associates an email with a NetSuite record, you’ll see a purple icon indicating it’s already linked — preventing duplicate attachments.
