Overview

ExtendSync supports both Autopilot and One-Time Save in Shared and Delegate mailboxes. This allows teams to sync emails to NetSuite from shared inboxes (such as support@ or sales@) or when acting on behalf of another user.

This guide explains:

How to access shared or delegate mailboxes
How Autopilot behaves in shared environments
Best practices to avoid duplicates and ensure reliable syncing

READ ME FIRST (Important)

Always follow this order:

Log into your personal inbox first
Then switch to the Shared or Delegate mailbox
Open ExtendSync

➡️ If you haven’t logged in yet, follow the login instructions here.

The shared or delegate mailbox session piggybacks on your personal inbox session.
ExtendSync will automatically detect the mailbox type and display it on both the Welcome and Contextual screens.

Step 1: Access Your Shared or Delegate Mailbox

Outlook Desktop

Once logged in to your personal inbox, switch to the shared or delegate mailbox.
ExtendSync will automatically detect the mailbox type.

Using CloudExtend on Shared mailbox will appear on both the Welcome and Contextual screens.

Outlook on the Web (OWA)

To add a shared mailbox in Outlook Online:

Hover over Folders and click the three dots
Select Add shared folder or mailbox
Enter the shared mailbox email address

The shared mailbox will now appear in the same view as your personal inbox.

Step 2: Use ExtendSync in a Shared or Delegate Mailbox

When working in a shared or delegate mailbox, you can:

Perform all actions available in your personal inbox
Use One-Time Save or Autopilot (if licensed and enabled)
Review the common scenarios on using ExtendSync on your mailbox

Shared Association Indicators

If another user has already associated an email, you’ll see a purple indicator
This helps prevent the same email from being associated multiple times
📘 Learn about Shared Association and visual cues

How Autopilot Behaves in Shared Mailboxes

The user who enabled Email Address Autopilot is the only one who can remove that Auto-Association
Other users can still view associated records
Autopilot runs in the background for the shared mailbox (license required)

Understanding Mailbox Types

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)

Common Scenarios

Scenario 1: Reply Privately from a Shared Inbox

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 shared inbox, reply using your personal email address
Do not CC the shared mailbox
Enable Autopilot in your personal mailbox if needed

Result:
Replies appear only in your personal inbox.

Scenario 2: Maintain Visibility in Shared and Personal Mailboxes

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 the shared mailbox
Reply using your personal email address
CC the shared mailbox
Enable Autopilot in your personal mailbox

Result:
The conversation remains visible in both mailboxes and continues syncing correctly.

Best Practices

🔵 Attach emails from the final destination folder

Always attach emails after they’ve been moved to their final folder or mailbox.

Example:

Receive email in sales@yourdomain.com
Move it to another folder or mailbox
Then attach it to NetSuite

Attaching before moving may cause the email to fail syncing.

🔵 Use only shared mailboxes enabled by your Exchange Admin

Shared mailboxes must be added by your Exchange Admin.

If users add a mailbox manually using mailbox credentials, ExtendSync will not function correctly.

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

ℹ️ If the add-in shows your personal mailbox name instead of the shared mailbox name, it can still function normally as long as all prerequisites are met.

Known issues

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

Steps to Resolve:
1. Ask your admin to assign a license for the shared mailbox.
2. The admin should add the shared mailbox name (e.g., sales@yourcompany.com) in the CloudExtend Subscription Portal.
  
  📘 Admin Setup Guide: Assigning Licenses & Troubleshooting

End-User: Using ExtendSync in Shared or Delegate Mailboxes