Global Autopilot is an Enterprise Edition feature that automatically syncs Outlook emails to NetSuite across an organization without requiring individual users to configure Email Autopilot.
This FAQ answers the most common questions from administrators and end users.
For Administrators
🔵 Who can set up Global Autopilot?
Only CloudExtend administrators with an active Enterprise Edition subscription. Configuration is performed from:
👉 https://portal.cloudextend.app/
🔵 Do end users need to do anything once I activate Global Autopilot?
No. Users only need an active NetSuite connection in ExtendSync. If a user has not yet connected to NetSuite, Global Autopilot will automatically begin syncing once they do.
🔵 What should I enter in the Domain Exclusions field?
Add every internal email domain used by your organization (e.g. company.com, company.co.uk). This prevents internal emails from syncing to NetSuite unnecessarily.
⚠️ This is one of the most important configuration settings. Missing an internal domain can result in internal emails being synced and cluttering NetSuite records.
🔵 In what order does Global Autopilot match emails to NetSuite records?
Global Autopilot matches in this priority order: Contact → Customer → Vendor → Partner.
🔵 What is a Shared Mailbox Manager?
A Shared Mailbox Manager is a licensed user whose Microsoft and NetSuite connections are used on behalf of a shared mailbox. A single manager can support multiple shared mailboxes.
🔵 What happens when no matching NetSuite record is found for an email?
Administrators choose one of the following during setup:
Do Not Sync Unmatched Emails — Email is skipped, no NetSuite record is created.
Auto-Create Contact and Sync Email — A new Contact record is created automatically and the email is attached.
🔵 Can I save my configuration without activating yet?
Yes. Before the final setup step, click Save as Draft. You can return later to complete activation.
🔵 Can I modify the configuration after activating Global Autopilot?
Yes. Administrators can return at any time to add or remove users, update exclusions, change attachment settings, or modify contact resolution rules. Changes do not disrupt existing enrollments.
🔵 What does 'Global Autopilot Status: Inactive' mean?
One or more selected users don't yet have an active NetSuite connection. Sync will begin automatically as soon as they establish their NetSuite connection in the ExtendSync add-in.
🔵 Will enabling Global Autopilot affect my existing Email/Thread Autopilot rules?
No. Existing Email and Thread Autopilot rules continue running as configured. Global Autopilot runs independently and does not interfere with user-configured automation.
🔵 Is Global Autopilot available for Group Edition users?
No. Global Autopilot is an Enterprise Edition feature. Group Edition users would need to upgrade to Enterprise to access it.
🔵 How does Global Autopilot handle internal email domains when multiple users have it enabled?
Global Autopilot automatically excludes email addresses that belong to the same domain as the mailbox being processed.
For example, if Global Autopilot is enabled for j@cloudextend.io, any recipients or copied users with the cloudextend.io domain will be ignored during processing:
If j@cloudextend.io sends an email to justine@cloudextend.io and copies elise@cloudextend.io, the email will not sync because all participants belong to the excluded domain.
If j@cloudextend.io sends an email to josh@abc.com and copies jaclyn@cloudextend.io, the email will sync to Josh's contact record in NetSuite. The internal recipient (jaclyn@cloudextend.io) is ignored because the cloudextend.io domain is excluded.
The excluded domain is determined by the mailbox for which Global Autopilot is enabled:
If enabled for h@celigo.com, all @celigo.com email addresses are excluded.
If enabled for j@cloudextend.io, all @cloudextend.io email addresses are excluded.
This exclusion logic is applied independently for each mailbox with Global Autopilot enabled. As a result, multiple users can have Global Autopilot enabled without creating duplicate activity records for internal email exchanges.
For organizations that use multiple internal domains or Microsoft 365/Google Workspace tenants, additional domains can be added to the Exclusions List in the Admin Portal to ensure those domains are also ignored during processing.
For End Users
🔵 Why do my emails say 'Global Autopilot enabled by admin'?
Your organization has enabled Global Autopilot for your mailbox. Emails are being automatically synchronized to NetSuite based on rules configured by your administrator. Click View Rules to review the active configuration.
🔵 Can I turn off Global Autopilot for my own emails?
No. Global Autopilot is controlled by administrators. If you believe emails should not be syncing, contact your CloudExtend administrator.
🔵 Can I still manually save emails or set up my own Autopilot rules?
Yes. You can continue using One-Time Save, Email Autopilot, and Thread Autopilot. Global Autopilot works independently alongside these features.
🔵 Will emails on the same thread be duplicated if multiple users are enrolled?
No. If multiple contacts on an email thread belong to the same company, only one message is created in NetSuite.
🔵 Will emails synced by Global Autopilot look different in NetSuite?
No. The resulting NetSuite message is the same. Within ExtendSync, different icons may indicate whether the email was synced via Email Autopilot, Thread Autopilot, or Global Autopilot.
🔵 Can I remove email associations created by Global Autopilot?
Yes. Associations created by Global Autopilot can be removed in the same way as any other email association.
🔵 My emails are not syncing. What should I do?
First verify: you have an active NetSuite connection in ExtendSync, your administrator has enrolled you in Global Autopilot, and your email address or domain is not excluded. If the issue persists, ask your administrator to review the Global Autopilot logs under Menu → Logs. Log entries are retained for 30 days.
See Also
Need Help?
💬 Chat with us — Click the chat icon at the bottom-right of this page.
📧 Email: cloudextend-support@celigo.com