ExtendSync makes it easy to send and log emails from Outlook directly to NetSuite — keeping your communication synced across both platforms with just one click.

When to Use It

When viewing a record in NetSuite, you’ll see an Email using CloudExtend button.
This allows you to compose and send an email through Outlook, which streamlines email logging so your emails are always stored in both Outlook and NetSuite.

How to use Send from Outlook

Watch the video below! ✨

Step 1: Compose and Send the Email

Open a record in NetSuite (Customer, Contact, Transaction, etc.).
Click Email using CloudExtend.
Compose your message — ExtendSync supports all NetSuite email templates and attachments by leveraging the native NetSuite email interface.
Click Send from Outlook to send the message through Outlook.

💡 Tip: This sends the email through Outlook but logs it to the correct record in NetSuite automatically.

Step 2: Validate the Email in NetSuite

Go to Communication → Messages on the same record.
While the email is being processed, you’ll see a temporary status: Pending Processing via Outlook in the Message column.
Once email is sent in Outlook, the temporary message will be replaced with the actual email details.

💡 Tip: By default, the Messages view doesn’t display email snippets.

Customize your message view to display the message body and email addresses.

Step 3: Find the email in Outlook

The sent email will appear in your Outlook Sent Items folder.
A category tag will be applied to show it synced successfully.
For Enterprise users with thread-based Autopilot turned on, future emails in the same thread will sync automatically.
Starter Edition customers can save future emails manually using the ExtendSync add-in.

Things to Note

When composing an email using Send from Outlook, keep these points in mind:

Do not reload the Email using CloudExtend pop-up window.
Ensure the NetSuite record is in view mode, not edit mode.
The Email using CloudExtend button will not appear on locked records.

Customize Your Message View

The default Messages view in NetSuite doesn’t show the email snippet or sender’s address.

You can customize it to display more useful information.

Step 1: Open the Messages Tab

In NetSuite, open a record and go to Communication → Messages.
Click Customize View.

Step 2: Add the Message Snippet Column

In the Customize Message Search Results window, go to the Results tab.
Search for Message and click Add.
(Optional) Rename the search title for easier reuse.
Rearrange columns as needed using the six-dot handle

Step 3: Show Email Addresses

To see sender and recipient addresses:

Add: Author Email and To
(Optional) Remove: Author and Primary Recipient

✅ This gives you a clear, detailed view of all message details directly from the NetSuite record.

Troubleshooting

Having trouble with the Send from Outlook feature? Try the tips below before reaching out to Support.

Issue	Possible Cause	Solution
The Email using CloudExtend button is missing	The record may be locked, or your role lacks permissions.	Ensure the record is in view mode, not edit mode, and check with your NetSuite Admin to confirm access.
Email stays in Pending Processing via Outlook	The message didn’t complete sync.	Wait a few minutes, then refresh.
Email doesn’t appear in NetSuite Messages tab	Filter or role limitation in view.	Confirm you’re viewing All Messages or customize your Messages view to include synced emails.

Need help?

Please try searching for your issue at support.cloudextend.io. 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.

🔵 We have an in-app messaging feature for any user to reach out to get Support. Try chatting with us (bottom right of our support site)!