See answers for some of the frequently asked question with Send from Outlook feature.
🔵 What are the supported record types for this feature?
The Send from Outlook feature is available on most record types, including:
CRM & Entity Records
Company
Contact
Customer
Lead
Prospect
Partner
Job
Other Name
Vendor
Transaction Records
Case
Cash Sale
Check
Credit Memo
Customer Deposit
Customer Payment
Estimate
Expense Report
Invoice
Item Fulfillment
Item Receipt
Opportunity
Purchase Order
Return Authorization
Sales Order
Vendor Bill
Vendor Credit
Vendor Return Authorization
When you click Email using CloudExtend on any of these records, the native NetSuite email composer opens with the Send from Outlook option enabled.
🔵 Why Do I Need to Grant Microsoft Permissions Again for this to work?
The Send from Outlook feature requires a special permission to send email from user’s Outlook account and this permission was not requested before from Admins.
🔵 Why do I need to login to ExtendSync add-in at least once for the feature to work?
Each user must log in to the ExtendSync for Outlook add-in at least once to:
Establish their NetSuite connection (so emails can be logged back to NetSuite)
Enable Thread Autopilot (Enterprise only) for automatic reply tracking
🔵 I am getting License not found when using this feature even though I have license for ExtendSync add in.
This usually happens when your NetSuite login email differs from the Outlook email that holds your ExtendSync license.
✅ Fix:
Confirm that your ExtendSync license is assigned to the same email you use to sign into Outlook.
➡️ If the issue continues, share this guide with your CloudExtend Admin for verification.
🔵 Can I send email with attachments that are more than 10MB size using this feature?
No.
Send from Outlook uses NetSuite’s native email compose window, which enforces a 10 MB file size limit (the same as NetSuite’s File Cabinet).➡️ To learn more about attachments, click here.
🔵 Are NetSuite templates supported?
Yes!
All NetSuite email templates are supported and can be edited before sending.
Your template fields and values populate correctly in the message, which is then sent via Outlook.
🔵 Is there a way to Customize my NetSuite Signature when using this feature?
You can setup your signature and other email profile in NetSuite.
🔵 Can I send email using a Shared Mailbox email?
Yes! Admin needs to configure the user's profile for this to work.
Things to Note
When composing email inside NetSuite using the Send from Outlook feature, take note of the following:
The Email using CloudExtend pop-up should not be reloaded.
Record should be in view mode when using Email using CloudExtend pop-up. Any record operations like edit should not be done.
Email using CloudEtend button will not be available on locked NetSuite records
See Also
Even though emails are being sent via Outlook, the creation and configuration of those emails still adhere to NetSuite's email protocols.
Customizing Email Experience
Email Signatures: Customizing Email Signatures and From Fields
Email Templates: Working with Email Templates