If you’re seeing unexpected Outlook categories added to your emails or you notice emails being saved automatically to NetSuite, Autopilot is likely enabled for your email or thread.
Why is this happening?
our organization is using ExtendSync Enterprise Edition, which includes Autopilot for Emails, a feature that automatically syncs emails to NetSuite based on:
Email Address–Based Autopilot
Thread-Based Autopilot
When Autopilot is enabled, ExtendSync applies Outlook category CloudExtend Autopilot and saves the corresponding emails to NetSuite.
🚀 Learn about the different save methods
Watch the video to learn what to do next
What should I do?
Step 1: Determine The Autopilot
CloudExtend supports multiple automatic save methods.
Use this guide to determine whether your email or thread is on:
Email Address Autopilot
Thread-Based Autopilot
👉 See how to identify Autopilot here.
Step 2: Turn off the Email Autopilot
If emails are being saved unintentionally, you can stop the automatic sync.
Users can disable Autopilot inside the ExtendSync app.
Admins can also centrally enable or disable Autopilot for users from the CloudExtend subscription portal.
👉 Learn how to turn off Autopilot
👉 Manage your organization’s Email Autopilot settings
Step 3: How Can I Delete Emails in NetSuite?
If your NetSuite role has permission to delete messages:
You will see a Remove or Delete option on the Message record in NetSuite.
If you don’t see the delete option:
Your role likely lacks delete permissions.
Ask your NetSuite Admin to delete the email on your behalf.
Step 4: Save the Email to the correct record
Once Autopilot is turned off, you can manually save the email to the appropriate record:
Open ExtendSync
Choose from the Suggested Records, or
Use the search bar to locate the correct Customer, Contact, Transaction, Case, or Custom Record.
👉 Learn how to search for records in ExtendSync
Need Help?
If you’re still seeing unexpected automated saves or categories:
💬 Chat with us using the icon at the bottom-right of this page
📧 Email cloudextend-support@celigo.com
Please include:
A screenshot of the Outlook category
Whether the email was part of a thread
Your NetSuite role
Whether Autopilot appears enabled in ExtendSync Settings