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Email Sync: Using Autopilot in Shared or Delegate Mailboxes for CloudExtend Outlook NextGen
Email Sync: Using Autopilot in Shared or Delegate Mailboxes for CloudExtend Outlook NextGen

Outlook NextGen | How to use Autopilot in Shared or Delegate Mailboxes

Updated over a week ago

Once you switch to Shared Mailbox and log in to the app, the app will detect that you are working with a Shared or Delegate Mailbox and that is displayed to you at all times be it the Welcome screen or Contextual screen.

Use Cloudextend in your Shared or Delegate Mailbox

You will be able to do all operations that you can do with your Personal inbox with Shared Mailbox and Delegate mailbox as well.

  • You can associate records using Onetime or use the Autopilot functionality.

  • Autopilot will work provided your Admin has enabled Email and Thread Autopilot for the Shared or Delegate Mailbox email ID.

Depending on your internal process, you have two options:

Scenario 1:

If you wish to prevent others from viewing replies in a shared inbox and prefer to interact with customers using your personal inbox, follow these steps:

  • When an email arrives in the support inbox, reply to the customer individually and select your own email address.

  • The responses you send will not be visible in the shared inbox.

  • Instead, they will be directed to your personal inbox. Remember to activate Autopilot in your personal mailbox.

Scenario 2:

If you want to maintain continuous communication and visibility within your shared mailbox while responding individually from your personal inbox follow these steps:

  • Enable Autopilot in your shared mailbox.

  • When an email arrives in the shared inbox, respond using your own email address and CC the support mailbox. This way, any subsequent conversation will be visible in both your shared and personal mailboxes.

  • Activate Autopilot in your personal mailbox to ensure smooth communication.

🚨 Note: The user that put the email on Autopilot Email Address Autopilot is the only one who can remove the Auto Association settings.

As this is a Shared Mailbox, if someone else has associated the mail, other people having access to the Shared Mailbox can see the associated records with the purple icon as shown below. This would avoid the same mail being associated with NetSuite records again and creating duplicates.

What is a Shared or Delegated mailbox in Outlook?

Shared Mailboxes in Outlook are used so that it is easy for a group of people in a department to monitor a given inbox and send emails from a public alias.

For example:

  • Support team or Customer Success team in a company would want to send responses from a public email but also give access to that inbox to all members of the team. A shared Mailbox can be used in such cases.

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.

For example:

  • A CEO can give delegate access to his Personal Assistant with a permission level set to Respond to meeting invites on his behalf.

  • He can also give access to his Inbox so that he can read and respond on CEO’s behalf.

Similar to having an assistant who helps you manage your incoming paper mail, another person, known as a delegate, can receive and respond to email messages and meeting requests and responses on your behalf. You can also grant the delegate additional permissions to read, create, or change items in your Microsoft Exchange Server mailbox.

Best Practice

πŸ”΅ Attach emails from the final destination folder

As a best practice users should attach emails from the mailbox or folder they will ultimately reside in. For example, if you receive an email to and you then move that email to some other folder or mailbox you should attach the email after you have moved it. Failure to do so could result in the email failing to sync.

πŸ”΅ Use only shared mailboxes enabled by your Exchange Admin

If users have not been added to the shared mailbox by their Exchange Admin and instead have added it to their profile by using the mailbox credentials the add-in will not function properly. Microsoft recommends that the Exchange Admin add users to the shared mailbox via the Exchange Admin Center instead of adding the mailbox to their profile manually.

πŸ“˜ See this article for Microsoft's recommended method of adding a user to a shared mailbox.

If you see your own mailbox name on the add-in and not the name of the shared mailbox it should function normally as long as all other prerequisites for working with a shared mailbox are met.

Known issue

πŸ”΅ Issue with applying category in Windows desktop for Delegated Mailbox:

  • There is an issue where after successful association either One time or through Autopilot, we are unable to apply the category Synced by CloudExtend or CloudExtend Autopilot in a delegated mailbox. We are working on finding the root cause of this.

Troubleshooting License Issues

Because CloudExtend Autopilot is a background process that runs on mailboxes on your Exchange Server a separate CloudExtend license is required for your shared mailbox.

Steps to resolve

Ask your admin to provision a license for your shared mailbox by adding the mailbox name, ie, in the CloudExtend subscription portal.

  • Admin Link (includes setup instructions, prerequisites, and troubleshooting tips)

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