ℹ️ 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 sales@company.com, support@company.com, info@company.com. 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
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, and have an active Microsoft 365 account

Setting Up a Shared Mailbox

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] and Manager NetSuite Connected.
Click 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. Their NetSuite connection will 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, or revokes their token, the shared mailbox will stop syncing until a new manager is assigned.

What Happens If the Manager's Connection Becomes Inactive?

When this occurs, the shared mailbox will stop syncing emails and 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, and no synchronization failures appear in Global Autopilot logs. This is especially important after staffing changes or NetSuite role updates.