🚀 Coming Soon: Global Autopilot
Global Autopilot is scheduled for release on June 10, 2026.
Global Autopilot is available exclusively for Enterprise Edition subscribers at no additional charge.
This article explains:
How shared mailboxes work with Global Autopilot
How to assign a Shared Mailbox Manager
How to update the manager when needed
What happens if the manager's connection becomes inactive
What Is a Shared Mailbox?
A shared mailbox is an email account that multiple users can access and send from.
Common examples include:
Unlike personal mailboxes, shared mailboxes cannot authenticate directly with NetSuite.
How Global Autopilot Handles Shared Mailboxes
Because shared mailboxes do not have their own NetSuite connection, Global Autopilot uses a Shared Mailbox Manager model.
A Shared Mailbox Manager is a licensed user whose active Microsoft and NetSuite connections are used on behalf of the shared mailbox for all synchronization activity.
Once configured, the portal displays:
Manager: [User Name]
Manager NetSuite Connected
💡 One Manager Can Handle Multiple Shared Mailboxes
You do not need a separate manager for each shared mailbox. A single licensed user can serve as manager for any number of shared mailboxes simultaneously.
Prerequisites
Before configuring a shared mailbox:
Global Autopilot must be enabled
The shared mailbox must have an assigned ExtendSync license
The selected manager must:
Be licensed
Have an active NetSuite connection
Have an active Microsoft 365 account
Setting Up a Shared Mailbox
On the Global Autopilot setup wizard:
Navigate to:
Global Autopilot → Select Users
Locate and select the shared mailbox.
Click Mark as Shared Mailbox.
Select a licensed user with a connection established from the Manager dropdown.
Verify that the portal displays.
Manager: [User Name]
Manager NetSuite ConnectedClick Continue and save the configuration.
❗ IMPORTANT
The assigned Connection Manager:
Will appear as the Author on any emails that sync from that shared inbox, regardless of who sent them.
NetSuite connection will now be used for all email synchronization activities performed on behalf of the shared mailbox.
Shared Mailbox Manager Best Practices
Choose a stable, long-term employee as the manager.
If the manager:
Leaves the organization
Loses their NetSuite connection
Revokes their token
The shared mailbox will stop syncing until a new manager is assigned.
A stable manager minimizes disruptions and reduces administrative maintenance.
What Happens If the Manager's Connection Becomes Inactive?
Synchronization will stop if the manager:
Leaves the organization
Becomes inactive in NetSuite
Revokes or loses their NetSuite token
Loses access to Microsoft 365
When this occurs:
The shared mailbox will stop syncing emails
Failed sync attempts will appear in Global Autopilot logs
How to Assign a New Manager
Return to the Global Autopilot tab in the Admin Portal.
Navigate to the Select Users step.
Select a new Shared Mailbox Manager with an active NetSuite connection.
Click Continue/Save to apply the change
Synchronization resumes automatically once the new manager is assigned.
Monitoring Shared Mailboxes
Administrators should periodically verify:
Shared mailbox licenses remain assigned
Manager connections remain active
No synchronization failures appear in Global Autopilot logs
This is especially important after staffing changes or NetSuite role updates.
See Also
Need Help?
💬 Chat with us — Click the chat icon at the bottom-right of this page.
📧 Email: cloudextend-support@celigo.com