Issue
In NetSuite, after I clicked the Email using CloudExtend button. I got a warning message:
⚠️WARNING:
The Thread Autopilot functionality is not available so replies to this email will not sync automatically with Netsuite. You Will need to manually sync the replies from Outlook to NetSuite using the CloudExtend Add-in.
Why This Happens
This message appears when Thread-Based Autopilot is not enabled or included in your plan.
Affected Users
Enterprise Edition users without Thread-Based Autopilot enabled.
Starter Edition users (Thread Autopilot is not included in this plan).
✅ The Send from Outlook feature is supported for both Enterprise and Starter Editions but automatic reply syncing (Thread Autopilot) is available only for Enterprise users with the feature enabled.
Resolution
For Starter Edition Users
To access Thread-Based Autopilot, you’ll need to upgrade your plan to Enterprise Edition.
If you choose not to upgrade:
Emails will still sync to NetSuite from Outlook.
However, each email will only be saved as a one-time sync.
Future replies or follow-ups will need to be manually saved.
For Enterprise Edition Users
Enabling Thread-Based Autopilot requires action from an admin in both the CloudExtend Subscription Portal and NetSuite.
Step 1: Check the email address of the user
Your NetSuite login email might be different from Outlook email to which license is assigned. NetSuite admin need to configure the following:
Search for record Celigo Send from Outlook Email Config.
Click New Celigo Send from Outlook Email Config button.
In the Employee field look for your name and enter your Outlook email address to the CloudExtend Login Email.
Step 2: Check if Thread-Based Autopilot is enabled for users
Go to subscriptions.cloudextend.io.
Navigate to Manage Licences> Account> Email Autopilot> Autopilot Settings.
Click Step 3: Assign Users.
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.
💡 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.
➡️ Share this link to new users to learn how the Email Autopilot works!