ℹ️ Global Autopilot is available exclusively for Enterprise Edition subscribers at no additional charge.
Global Autopilot automatically syncs incoming and outgoing emails to matching NetSuite records without requiring end users to manually enable Autopilot for Emails.
This guide walks administrators through:
Enabling Global Autopilot
Granting Microsoft access
Selecting users and shared mailboxes
Configuring sync rules
Activating and monitoring the service
What to Expect
After configuration:
Emails automatically sync to matching NetSuite records
End users do not need to configure Email Autopilot individually
Shared mailboxes can be included
Syncing typically occurs within 30–60 seconds
Users can still use One-Time Save, Email Autopilot, and Thread Autopilot alongside Global Autopilot
Prerequisites
Before you begin, verify the following:
You have administrator access to the CloudExtend Portal:
https://portal.cloudextend.app/Your organization has an active Enterprise Edition subscription
Microsoft Graph consent has been granted
Users have valid NetSuite connections
NetSuite Prerequisites
Before enabling Global Autopilot, your NetSuite Administrator should verify that the role used by CloudExtend includes the permissions needed.
CloudExtend Portal Configuration
After reviewing and making changes to the NetSuite roles, the admin needs to enable the Global Autopilot from the CloudExtend portal.
Step 1: Enable Global Autopilot
Log in to the CloudExtend portal at https://portal.cloudextend.app/.
Select ExtendSync for Outlook.
Click the Configuration tab.
Toggle Enable Global Autopilot to On.
Click Authorize to request authorization from NetSuite.
Click Configure.
Once configured, this will launch the Global Autopilot setup wizard.
The setup wizard contains four steps:
Access Grant → Select Users → Configure Rules → Review & Activate
Step 2: Grant Access
Click Grant Microsoft Access.
Complete the Microsoft authorization process.
Verify that a green checkmark appears.
Click Continue.
Step 3: Select Users & Shared Mailboxes
The Select Users page lists all users with an ExtendSync license. Each user displays their NetSuite connection status: NetSuite Connected or No Connection.
ℹ️ Important: Users displaying No Connection can be enrolled, but their emails will not sync until they establish a NetSuite connection.
Adding Individual Users
Select the users/email addresses you want to add. Use Select All to add everyone at once, or search by name or email.
If the user/s is not listed:
➡️ Allocate licenses to new users
Configuring Shared Mailboxes
Global Autopilot supports shared mailboxes. To configure a shared mailbox:
Step 4: Configure Rules
All incoming and outgoing emails from added users will sync to matching NetSuite records.
Matching follows this priority order: Contact → Customer → Vendor → Partner
4.1 Domain Exclusions
Use Domain Exclusions to prevent internal emails from syncing.
Examples: company.com, company.co.uk
When both sender and recipient belong to an excluded domain, the email will not sync.
Best Practice: Add every internal domain used by your organization. Failing to add all internal domains may result in unnecessary internal emails being stored in NetSuite.
4.2 Email Address Exclusions
Add specific email addresses that should never sync (e.g. noreply@company.com, alerts@company.com). Any email where an excluded address appears as sender or recipient will be skipped.
4.3 Attachment Preferences
Choose the org-wide attachment behaviour for all Global Autopilot syncs:
⚠️ If you want attachments to sync automatically, Attachment Autopilot needs to be enabled.
➡️ See: Attachment Sync Options
Options | What Happens |
Yes, sync attachments | Attachments are included with every synced email |
No, don't sync attachments | Only emails are saved to NetSuite |
Using ExtendDocs?
If your organization has ExtendDocs enabled, attachments are stored in OneDrive or SharePoint, and NetSuite stores secure links to those files.
4.4 Contact Resolution
Choose what happens when Global Autopilot cannot find a matching NetSuite record:
⚠️ If you select Auto-create contact and sync email, the NetSuite role used by Global Autopilot must have permission to create Contact records.
➡️ See: Admin: NetSuite Prerequisites for Global Autopilot
Options | What Happens |
Do not sync unmatched emails | Email is skipped. No record is created. Best for teams that prefer to manage NetSuite records manually. |
Auto-create contact and sync email | A new Contact record is automatically created in NetSuite, and the email is attached to it. |
Choose one of the following:
Continue → Save and Activate
Save as Draft → Save without activating
Step 5: Review & Activate
Review the configuration summary: Microsoft authorization status, selected users and shared mailboxes, NetSuite connection status, attachment preferences, contact resolution settings, and exclusion rules.
Global Autopilot will become active once all selected users establish their NetSuite connections.
Optional: Enable User-Driven Autopilot for Emails
Global Autopilot works independently and does not require users to configure Email Autopilot or Thread Autopilot. However, some organizations choose to enable both approaches.
Adding Users After Activation
Return to the Global Autopilot tab.
Click Configure.
Open Select Users.
Add the new users.
Click Continue to save.
Existing enrollments remain unchanged.
Next Steps
After activation:
Notify your team and verify emails are syncing to matching NetSuite records.
Confirm exclusions are working as expected.
Validate shared mailbox synchronization.
End users do not need to take any action once Global Autopilot has been activated.
Monitoring & Troubleshooting
Review Sync Logs
In ExtendSync:
Open Menu → Logs
Filter by Global Autopilot
➡️ Troubleshooting: Global Autopilot Sync Failures
Review failed associations during the first few days after activation.
Missing Syncs
If emails are not syncing:
Verify the user has an active NetSuite connection
Verify the user is included in Global Autopilot
Verify exclusions are not preventing the email from syncing
See More
Need Help?
💬 Chat with us — Click the chat icon at the bottom-right of this page.
📧 Email: cloudextend-support@celigo.com