When Global Autopilot processes an email, it evaluates the recipient or sender's addresses to determine:
Which NetSuite records the email should be associated with
Whether a new Contact should be created (if Auto-Create Contact is enabled)
This article explains how each email field is handled during synchronization.
Which Email Fields Does Global Autopilot Process?
Global Autopilot evaluates email addresses found in:
✅ From
✅ To
✅ CC
Email addresses in the BCC field are not processed.
How Record Matching Works
Global Autopilot searches NetSuite for matching records using all email addresses found in the From, To, and CC fields.
Matching follows the configured record priority:
Contact → Customer → Vendor
If multiple matching contacts belong to the same parent company, Global Autopilot creates only a single email association to avoid duplicate messages on the same company record.
What Happens When Global Autopilot Can't Find a Matching Record?
With the latest Auto-Create Contact options, administrators can control what Global Autopilot does when it cannot find a matching NetSuite record.
Option | What Happens |
Ignore the Email | Global Autopilot skips the email. No Contact is created. |
Always Auto-Create (Auto-create Contact and sync email) | Global Autopilot creates a Contact. If a matching parent record is found, the Contact is associated with it. If no matching parent is found, the Contact is created without a parent. |
Only When a Matching Parent Record Exists (Auto-create Contact and sync email) | Global Autopilot creates the Contact only when it finds a matching Customer, Lead, Prospect, or Vendor. If no matching parent is found, the email is skipped. |
This allows administrators to choose whether capturing new Contacts or maintaining established parent relationships is more important for their organization.
How Does Global Autopilot Find a Parent for a New Contact?
When Auto-Create Contact is configured to create a Contact, Global Autopilot attempts to identify its parent by comparing the email domain with the Web Address field on eligible NetSuite parent records.
Eligible parent records include:
Customer
Lead
Prospect
Vendor
Example
An email is received from:
Global Autopilot identifies the email domain as:
acme.com
If an eligible NetSuite parent record has acme.com in its Web Address, Global Autopilot can create the Contact under that parent record.
You will see the associated parent company name along with the record name directly within the "Associated Records" section of the app.
If no matching parent is found, the result depends on the Auto-Create Contact option selected by the administrator.
ℹ️ Only one Contact is automatically created per email, even if multiple unmatched email addresses are present in the From, To, or CC fields.
This behavior helps:
Prevent duplicate email associations
Reduce unnecessary NetSuite API requests
Improve synchronization performance
For more information about company matching, orphan contacts, and other Auto-Create scenarios, see FAQ: Auto-Create Contact Behavior in Global Autopilot.
What Information Is Populated When a Contact Is Created?
ExtendSync creates Contact records through NetSuite's supported web services. During creation, ExtendSync provides the minimum information needed to create the Contact record, allowing the record to be saved without requiring users to complete every mandatory field on the default Contact form.
When a new Contact is created, ExtendSync populates the following fields:
First Name
Last Name
Email Address
Company (when a matching company record is found)
Any additional mandatory or optional fields remain blank
Updating an Auto-Created Contact
After a Contact has been created, you can update the remaining details directly from the ExtendSync panel in Outlook.
To edit a Contact:
Hover over the Contact name.
Click the ✏️ Edit icon.
Update the Company or any other required fields.
Click Save Record.
Future emails sent to or received from that email address will use the updated Contact and Company relationship.
💡 Important Considerations
Populate the Web Address field on Customer, Lead, Prospect, and Vendor records to improve parent matching.
Use Always Auto-Create if your organization wants to capture new Contacts even when a matching parent cannot be identified.
Use Only When a Matching Parent Record Exists if Contacts should only be created when they can be associated with an existing parent.
Use Ignore the Email if your organization prefers users to manage NetSuite record creation manually.
If multiple parent records use the same domain, NetSuite may return more than one potential match. Review the dedicated Auto-Create Contact FAQ for this scenario.
Need Help?
If you still need assistance:
💬 Use in-app chat (bottom-right of the support site)
✉️ Email cloudextend-support@celigo.com