ExtendSync for Google NetSuite supports shared and group Gmail mailboxes, allowing teams to manage, sync, and track emails collaboratively while keeping NetSuite up to date.

This article explains two supported ways to configure ExtendSync for shared mailbox scenarios and includes best practices for Gmail Groups, labels, and filters.

Choose Your Configuration Method

You can configure ExtendSync for shared mailboxes in one of the following ways:

Option 1: Log in using shared mailbox credentials
Option 2: Log in using your own Gmail account while managing a shared/group mailbox

Option 1: Log In Using Shared Mailbox Credentials

Best for: Teams that want ExtendSync to run directly under a shared/group Gmail identity.

Who performs these steps?

NetSuite Admin
Google Workspace Admin

Step 1: Create the Shared Mailbox in NetSuite

The shared/group Gmail account must exist in NetSuite as an Employee record.

Create a NetSuite employee using the shared mailbox email address.
Assign the appropriate NetSuite role under the Roles section.

Step 2: Assign an ExtendSync License

Go to:
Setup → Custom → Celigo CloudExtend Setup
Assign an ExtendSync (CEGA) license to the shared mailbox employee.

Step 3: Remove Login Access

After licensing is complete:

Edit the shared mailbox employee record.
Removed the login access for the employee record. This is to avoid adding employee access license count.

⚠️ Why this matters:
This prevents the shared mailbox from consuming a NetSuite employee license while still allowing ExtendSync to function.

Step 4: Create a Chrome Profile for the Shared Mailbox

In Chrome, create a new Chrome profile.
Sign in using the shared Gmail account credentials.
Open Gmail for the shared mailbox.

Step 5: Log In to ExtendSync

Launch ExtendSync from Gmail.
When prompted, enter your NetSuite Account ID.
Select the role assigned earlier and click Allow.

✅ ExtendSync is now connected and syncing emails using the shared mailbox identity.

Option 2: Use Your Own Gmail Account with a Shared or Group Mailbox

Best for: Teams that want individuals to work from their own Gmail accounts while collaborating in a shared inbox.

Prerequisites

Google Super Admin permission
Licensed user is logged into the same Gmail account associated with their ExtendSync user license
Setup Email Groups and aliases

Group & Account Setup

Step 1: Create the Group Mailbox (Google Admin)

In Google Admin, create a Google Group for the shared group mailbox.
Enable the following settings:

💡 Recommended Settings

Collaborative Inbox → Enabled
Shared labels → Enabled

Under Group Settings> General, enable Collaborative Inbox and Enable shared labels for this group feature.

Step 2: Configure Email Options

Under Email options:

Enable Subject Prefix
Add a prefix (e.g., [Support], [Sales]) so shared emails are easy to identify

Step 3: Configure “Send Mail As” for Users

End-user configures their primary Gmail to be able to send emails from the shared email address.

Each user should:

Open Gmail → Settings → Accounts and Import
Add the group email address under Send mail as
Verify ownership if prompted

Step 4: Replying from the Shared Mailbox

By default, replies will be sent from the group address (e.g., support@company.com).

If needed, users can switch the From address to their personal email in the compose window.

💡 Tip:

Consider adding your group in the cc (or bcc) when you reply to ensure that:

Other group members are aware of the reply
Ensure the conversation stays visible inside the Group Shared Mailbox

How to Add Labels and Filters

When emails come in the label will be added to and also reflect on the labels section depending on your filter setup. This will help you identify if the emails are from a shared mailbox and will easy for the team to communicate and sync emails using ExtendSync.

Step 1: To Add Labels, click the + sign and enter a label name.

Step 2: Add filters to move all emails with the prefix to the label created. Click on an email, then Click the three dots (⋯). Next, enter the subject prefix and then select Create a filter.

Step 3: Go to Apply the Label to then assign the label where you want the email to show, then hit Create Filter.

Best Practices & Notes

Ensure shared mailbox emails are associated with the correct NetSuite records.
Use transaction-level records when possible (Cases, Opportunities, Orders).
Clearly document which team members are responsible for saving emails.
Train users on One-Time Save vs Autopilot behavior.
Remember: Email Address–Based Autopilot does not support attachments.