This FAQ explains how the Auto-Create Contact feature in Global Autopilot matches email domains, creates contact records, and handles common scenarios when associating contacts with companies in NetSuite.
🔵 What are my options when Global Autopilot can't find a matching record?
There are three behavior options to choose from when Global Autopilot can't find a matching record:
Options | What Happens |
Ignore the Email | Global Autopilot skips the email. No Contact is created, and the email is not synced. |
Always Auto-Create (Auto-create contact and sync email) | Global Autopilot creates a Contact even when it cannot find a matching parent record. If no parent match exists, the Contact is created without a parent. |
Only When a matching parent record exists (Auto-create contact and sync email) | Global Autopilot creates and links the Contact only when it finds a matching Customer, Lead, Prospect, or Vendor. If no matching parent is found, the email is skipped. |
🔵 How does Auto-Create Contact determine which company a new Contact belongs to?
Global Autopilot compares the email domain with the Web Address field on eligible parent records in NetSuite.
Eligible parent records include:
Customer
Lead
Prospect
Vendor
When Global Autopilot finds a match, it creates the Contact and associates it with the matching parent record.
Example
Email address: jane@acme.com
Email domain: acme.com
NetSuite parent Web Address: acme.com
Result: The Contact is created and associated with the matching parent record.
🔵 What happens if the company's Web Address field is blank?
If no Web Address is defined on the company record, Auto-Create cannot determine a matching parent company.
This depends on the admin setup:
If Always Auto-Create is selected, the contact is still created, but as an orphan contact (without a parent company).
If Only when a matching parent record exists is selected, the email will be skipped and no record will be created.
🔵 What happens if the Web Address is blank or doesn't match the email domain?
If the parent record's Web Address is blank or does not match the email domain, Global Autopilot cannot identify that record as the Contact's parent.
What happens next depends on the Auto-Create Contact configuration:
Auto-Create Setting | Result |
Always Auto-Create | The Contact is created without a parent company. |
Only When a Matching Parent Record Exists | The Contact is not created, and the email is skipped. |
Ignore the Email | The email is skipped, and no Contact is created. |
Example
Email address: leo.brimms@aals.com
Email domain: aals.com
NetSuite company Web Address: academyavenueliquorstore.com
Result: No matching parent is found.
How to update a Contact created without a parent
If Always Auto-Create is enabled and the Contact was created without a parent, users can associate it with the correct company by editing the Contact in ExtendSync or directly in NetSuite.
🔵 My organization has multiple companies that use the same email domain. Which company will Auto-Create use?
If multiple eligible NetSuite parent records match the same domain, ExtendSync cannot control which matching record NetSuite returns.
This is a NetSuite platform limitation.
For example, if multiple Customer records use acme.com as their Web Address, Global Autopilot cannot reliably determine which Customer should become the Contact's parent.
Recommendation: If your NetSuite environment contains multiple companies that share the same domain, consider disabling Auto-Create Contact and have users create or associate Contacts manually using ExtendSync or NetSuite. This ensures the correct parent relationship is selected.
🔵 Why Doesn't Global Autopilot Create Multiple Contacts?
Global Autopilot intentionally creates only one Contact per processed email.
This behavior helps:
Prevent duplicate email associations on the same NetSuite company record.
Avoid creating unnecessary duplicate Contacts.
Reduce unnecessary NetSuite API requests.
This is expected Global Autopilot behavior, not an error.
🔵 How do I know if Auto-Create Contact fails?
If Global Autopilot cannot match a record or fails to create a Contact, the failure appears in the ExtendSync Logs view with the corresponding error.
A red dot on the Notifications icon indicates that failed logs are available.
💡 Best Practices
For more reliable Contact creation and parent matching:
Populate the Web Address field on Customer, Lead, Prospect, and Vendor records.
Make sure the Web Address corresponds to the organization's email domain.
Review companies that share the same domain before enabling Auto-Create Contact.
Use Only When a Matching Parent Record Exists if your organization does not want Contacts created without a parent.
Use Always Auto-Create when capturing the Contact is more important than requiring an existing parent relationship.
See Also
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