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Admin: Add New Users to CloudExtend Outlook for NetSuite
Admin: Add New Users to CloudExtend Outlook for NetSuite

Outlook NextGen | Admin's checkpoint for new users of CloudExtend

Updated over a week ago

For organizations that have CloudExtend Outlook for NetSuite


  1. The admin assigned to login to

  2. A user with NetSuite admin rights

  3. User CloudExtend License

Review Outlook add-in requirement

The following clients support Outlook add-ins:

  • Outlook with a Microsoft 365 subscription*

  • Outlook for iOS

  • Outlook on Android

  • Support Exchange Online


The client MUST be connected to an Exchange server or Microsoft 365 using a direct connection. When configuring the client, the user must choose an Exchange, Office 365, or account type. If the client is configured to connect with POP3 or IMAP, add-ins will not load.

Review NetSuite End-User Settings

NetSuite Administrator's checklist for end-user configuration:

Step 1: Enable the user preference Rich Text Editing

Advise users to do the following in NetSuite, go to Home> Set Preferences> Appearance then enable Rich Text Editing.

While not required we have found that certain emails with HTML may transfer as blank or with all the HTML coding if this setting is not enabled at the user level. This may result in a NetSuite error such as The field message containing more than the maximum number (1000000) of characters allowed.

Step 2: Ensure that the role is not set to a Web Services Only role

In NetSuite, go to Setup > Users/Roles > Manage Roles. Validate if the Web Service Only Role is OFF.

Step 3: User roles have the necessary permissions for each record type the user will be working with

The following permissions are enabled on any and all roles that will be logging in and using CloudExtend Outlook.

In NetSuite, go to Setup > Users/Roles > Manage Roles then choose the role to update:

  1. SOAP Web Services

  2. User Access Tokens

  3. SAML Single Sign-On

    • ONLY if your company uses Single Sign-On, ie OKTA, OneLogin, etc.

    • If you enable SSO and do not actually use SSO, users will NOT be able to login to NetSuite until you remove it.

  4. Allow JS/HTML uploads

    • if your user will need to upload .js and .htm files

  5. Documents and Files

    • The minimum permission required is Create. (if users will be attaching files)

    • Full access is required only for users who have enabled the legacy attach method.

  6. Track Messages

    • The minimum permission required is Create.

    Permissions > Setup Tab

    Permissions> Lists Tab

Manage Licenses in the CloudExtend Portal

Subscription Admins can log into with their Microsoft account to start managing end-user licenses and assign other administrators.

If users have different email addresses for NetSuite and Microsoft, the admin must update the email in the license section of CloudExtend by replacing the NetSuite email with the Microsoft email.

Allocating Licenses to End-users

Click on Manage Licenses.

Enter the email addresses of the users you want to allocate licenses for. If you want to remove a user license click the trash can next to their email. Once the user is allocated a license, they will receive an email from CloudExtend within a few hours with installation instructions. **If your organization has a Microsoft 365 subscription your 365 Admin can install the App for one or more users by following the instructions here.

Assign Email Autopilot (Enterprise Only)

Go to Manage Licences> Account> Email Autopilot> Autopilot Settings

Click Step 3: Assign Users (1) and review the email addresses of users subscribed to CloudExtend(2).

Admin can globally enable and choose an Autopilot feature(3) or choose users from the list.

  • Any update will take an hour to take effect.

  • Users can also reload the add in for updates to take effect immediately.

Validate if users can see the Autopilot option on the app. If not, advise to Reload for the system to recognize the update. See instructions here.

πŸ’‘Note: CloudExtend gives users full control over the method(s) used to attach emails to NetSuite and we’ve created a video and guide with our suggestions on how and when to use each method.

πŸ‘‰ Share this link to new users to learn how the Email Autopilot works!

(Optional) Assign Calendar Autopilot

Admins can enable and disable the Calendar Autopilot feature for users.

Step 1: Visit and log in to the Admin Portal with your Microsoft ID (this was previously provided to your Customer Success Manager and is typically your Microsoft 365 email address).

Step 2: Go to Manage Licences> Account> Calendar Autopilot

Step 3: Configure Autopilot

Step 4: Go to Assign Users(1) and review the email addresses of users to whom Calendar Autopilot should be enabled.

(Optional) Additional Permission for Custom Fields

Certain NetSuite roles do not allow custom fields to be displayed without explicitly telling them to. If you are not able to see custom fields try switching to a different role. If none of your roles show share this article with your NetSuite Admin and ask them to grant your role the required permissions.

Step 1: NetSuite admin to ensure that view permissions are set for the records and roles you are working with. Typically the following are added.

Under Setup Tab

Custom Column Fields
Custom Body Fields
Custom Record Types
Custom Entity Fields
Custom Item fields
Custom Sublist fields
Custom Sublists fields
Custom Lists
Custom Transaction Fields

Customer Status

​Under List Tab
Custom Record Entries

Set your users up for success by reviewing and sharing articles

After you've installed CloudExtend Outlook or NetSuite you'll want to make sure your users have the tools for success.

Your Customer Success Manager

Your Customer Success Manager and Training Manager can provide free end-user training for your team. The training can be recorded and shared amongst your team.

Share Support Site With End Users And Save Time Answering Questions Later

Your org may subscribe to one or more of our CloudExtend Apps. Be sure to share our Getting Started Guides and FAQs built just for them.

Need help?

Please try searching for your issue at Odds are we've seen the issue before and have already written an article. If you've exhausted your search options we can still help.

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