ExtendSync Google for NetSuite helps your organization make important Gmail communications and Google Drive documents available from the appropriate NetSuite records.
Use these recommendations to establish consistent internal processes, reduce unnecessary email clutter, and help users select the right saving method.
⚠️ Platform support: ExtendSync Google currently supports Google Workspace in desktop Chrome. Mobile devices are not currently supported. Review the ExtendSync Google overview.
This guide outlines best practices to maximize efficiency! ✨
✅ One Single Source of Truth
Individual inboxes are private, while NetSuite provides shared access to customer and business information.
Saving relevant communication to NetSuite can provide:
Centralized communication history
Better collaboration between teams
Faster access to customer context
More accurate reporting
Continuity when account ownership changes
📘 Recommended reading: Why Visibility Matters
✅ Establish an Internal Process
Define which emails users should save, where they should save them, and which saving method they should use.
Your internal guidelines should explain:
Which NetSuite record types users should select
When to use One-Time Save or Autopilot
Which emails should remain private
Whether attachments should be included
How users should handle internal or confidential communication
Who will monitor adoption and answer process questions
Include these guidelines in onboarding materials and revisit them during refresher training. Your organization’s requirements may change as teams adopt new NetSuite processes.
✅ Choose the Right Email-Saving Method
ExtendSync offers three ways to save Gmail messages to NetSuite.
Method | Best for | How it works |
One-Time Save | A single email or isolated conversation | Saves only the selected email to the chosen NetSuite record |
Thread-Based Autopilot | A conversation related to a specific transaction or business process | Automatically saves future replies from the same Gmail thread |
Email Address-Based Autopilot | Ongoing correspondence with a customer, contact, lead, prospect, or other entity | Automatically saves messages exchanged with a selected email address |
One-Time Save
Use One-Time Save when:
Only one message needs to be available in NetSuite.
Future replies may not relate to the same record.
You want complete control over which messages are saved.
Thread-Based Autopilot
Use Thread-Based Autopilot for conversations tied to a specific process or record, such as:
Opportunities
Estimates
Sales Orders
Invoices
Cases
After you enable it, future replies in that thread are automatically saved to the selected NetSuite record.
Email Address-Based Autopilot
Use Email Address-Based Autopilot when most or all correspondence with a particular email address should be saved to an entity-level record.
Be selective when enabling it. Messages exchanged with that address can be saved even when their subjects are unrelated.
⚠️ Email Address-Based Autopilot processes eligible messages from the Gmail Inbox and Sent folders.
✅ Save Emails to the Most Relevant Records
ExtendSync can save emails to many standard and custom NetSuite record types. Choose the record that best represents the purpose of the conversation.
🚨 HOT TIP
To maintain data integrity, attach emails to transaction-level records (e.g., Sales Orders, Invoices, Support Cases) instead of the general Customer/Company record.
✅ Do: Attach emails to a Sales Order or Support Case to keep conversations contextual.
🚫 Don’t: Attach all emails to a Customer record, as it can clutter the timeline.
We typically advise against attaching emails at the Customer/Company level.
Use Email Rollup
Emails saved to related child records can roll up to the parent record. This allows users to view communication in context while maintaining broader visibility from the parent.
✅ Keep NetSuite Free from Unnecessary Email Clutter
Easy email saving does not mean every message belongs in NetSuite.
Before saving an email, ask:
Will this information help someone else understand the customer, transaction, or business decision?
Consider leaving out:
Casual or unrelated messages
Duplicate copies of the same information
Internal discussions that provide no useful customer context
Messages containing information that should remain private
Automated notifications that do not require a record history
Saving only useful communication makes it easier for users to find the information that matters.
✅ Measure Adoption and Identify Training Needs
Review ExtendSync usage regularly to understand how your team is using the application.
NetSuite saved searches and dashboards can help administrators review email and event activity by:
User
Sender or recipient
NetSuite entity
Record type
Date range
Use this information to recognize successful adoption, identify teams that may need additional training, and improve your internal guidelines.
📈 If usage dips, forward the report to the user(s) and remind them of best practices.
Need help setting this up? Email cloudextend-support@celigo.com and we’ll help you configure it.
✅ Use Gmail Analytics
ExtendSync Gmail Analytics gives individual users insight into their email-saving activity.
Users can review:
Saved email count
One-Time Save and Autopilot usage
Daily, weekly, and monthly trends
Estimated time saved
Analytics data is available for up to two months. Users can access a summary from the Available Records section or open Menu → Analytics for more details.
✅ Find and view emails in NetSuite with ease
Users can access saved emails from several locations in NetSuite.
Communication → Messages
Open the related NetSuite record and go to Communication → Messages to review its communication history.
You can also customize the Messages tab to display message snippets in the list.
Customer Dashboard Timeline
The Timeline provides a consolidated view of emails, activities, and transactions associated with a Customer, Lead, or Prospect.
To add it:
Open the Customer, Lead, or Prospect.
Click View Dashboard.
Add the Timeline portlet.
Customer 360
Customer 360 provides a broader view of customer information, including financial data, transaction history, and related activity.
✅ Use Google Drive Integration
Enterprise feature
ExtendSync Google Drive allows users to associate Google Drive files and folders with NetSuite records. Linked files remain stored in Google Drive and do not consume NetSuite File Cabinet storage.
Use Google Drive to:
Keep documents organized in a shared location
Associate files and folders with standard or custom NetSuite records
Manage frequently updated documents
Share large files without storing them in NetSuite
Access related documents from the NetSuite record
Create clear internal guidelines for folder names, ownership, access permissions, and which NetSuite records should contain Drive links.
Additional Search Tips
✅ Exclude Inactive Records from Search
Excluding inactive records can reduce irrelevant results when users search for records from ExtendSync.
In NetSuite:
Go to Home → Set Preferences.
Open the Analytics subtab.
Clear Include Inactives in Global and Quick Search.
Save your preferences.
✅ Use NetSuite Search Prefixes
Search prefixes help narrow results to a specific NetSuite record type.
For example, instead of searching for 3M, enter:
cust: 3M
This tells NetSuite to return matching Customer records.
Other examples include:
con:for Contactopp:for Opportunityinvo:for Invoicesales:for Sales Orderiss:for Issue
Include enough information in the search term to distinguish the record from similar results.
Help Users Find Support
Share these resources during onboarding:
Your organization’s internal ExtendSync guidelines
Recordings from your team’s training sessions
Users can also:
Search the CloudExtend Help Center.
Use the in-app messenger.
Contact their Customer Success Manager for subscription or account questions.