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.
🔵 How does Auto-Create Contact determine which company a new contact belongs to?
Auto-Create compares the sender's email domain with the Web Address field on company records in NetSuite.
If an exact match is found, the contact is created under that company.
Example: An email from jane@acme.com matches a company whose Web Address is acme.com, so the contact is created under that company.
🔵 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.
The contact is still created, but as an orphan contact (without a parent company).
🔵 What happens if the Web Address does not match the sender's email domain?
If the email domain does not exactly match the company's Web Address, Auto-Create cannot associate the contact with that company.
The contact is created as an orphan contact.
For example
Email address: leo.brimms@aals.com
Company website in NetSuite: academyavenueliquorstore.com → ❌ No match is found
Workaround
If a contact is created as an orphan, you can associate it with the correct company by editing the contact in ExtendSync or directly in NetSuite.
🔵 My organisation has multiple companies that use the same email domain. Which company will Auto-Create use?
When multiple company records are potential matches, ExtendSync cannot control which record NetSuite returns.
This is a NetSuite platform limitation.
Recommendation
If multiple companies share the same domain, consider disabling Auto-Create Contact and have users create contacts manually from ExtendSync or directly in NetSuite to ensure they are associated with the correct company.
🔵 Why wasn't a new contact created even though someone in the email doesn't exist in NetSuite?
This is expected behaviour.
If Global Autopilot finds a match to an existing internal user contact in NetSuite, it associates the email with that contact instead of creating a new contact.
As a result, no new contact is created, even if another person included in the email does not already exist in NetSuite.
Example
A sales representative sends an email to a new customer who does not yet exist in NetSuite.
Because the sales representative already exists as an internal user contact in NetSuite, Global Autopilot associates the email with the existing internal user and does not automatically create a new contact for the customer.
🔵 Why Doesn't Global Autopilot Create Multiple Contacts?
Global Autopilot intentionally creates only one Contact per email to:
Prevent duplicate email associations on the same NetSuite company record
Reduce unnecessary NetSuite API requests
Improve synchronization performance
See Also
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