A portal administrator can configure Global Autopilot to exclude specific email addresses and domains from record matching in NetSuite.
Exclusions help prevent internal communications from being saved and reduce duplicate NetSuite message records.
➡️ For configuration instructions, see Configure Rules for Domain and Email Address Exclusion.
How Exclusions Work
When Global Autopilot processes an email, it reviews the email addresses in the From, To, and CC fields. BCC addresses are not processed.
Global Autopilot then:
Removes addresses that match an excluded email address or domain.
Reviews the remaining addresses.
Searches for corresponding records in NetSuite.
Associates the message with eligible matching records.
Important: An exclusion removes an email address from record matching. It does not automatically prevent the entire email from being processed.
If at least one non-excluded address remains, Global Autopilot can continue processing the email.
If all addresses are excluded, there is no eligible address to process, and the email is not saved to NetSuite.
Default Internal Exclusions
The primary email address and domain of a user configured for Global Autopilot are automatically treated as internal and excluded from record matching.
For example, if Global Autopilot is enabled for alex@brightwave.example, Global Autopilot excludes Alex’s email address and the brightwave.example domain when searching for records to associate with the message.
This helps prevent:
Internal-only conversations from being saved to NetSuite.
Duplicate message records from being created against internal users.
Messages from being separately associated with both an internal user and an external contact.
You do not need to manually add the Global Autopilot user’s primary email address or domain to the exclusion list.
Example 1: An Internal User Emails an External Contact
From: alex@brightwave.example
To: jamie@northstar.example
Assume:
Global Autopilot is enabled for Alex.
brightwave.exampleis treated as an internal domain.Jamie has a matching NetSuite contact with the internal ID
12345.northstar.exampleis not excluded.
Global Autopilot excludes Alex’s internal address from record matching and processes Jamie’s email address.
The message is then associated with Jamie’s NetSuite contact record.
NetSuite field | Example value |
Author | Alex |
Recipient | Jamie |
Associated record | Jamie’s contact record, internal ID |
Alex remains the Author because Alex composed the email. However, the message is associated with Jamie’s contact record.
Why Might the Message Also Appear on Alex’s Record?
NetSuite requires message records to include fields such as Author and Recipient.
Because Alex sent the email, NetSuite identifies Alex as the Author. As a result, the same message may also appear when viewing Alex’s NetSuite record.
This is expected NetSuite behavior. It does not mean Global Autopilot created another message or separately associated the message with Alex’s record.
The message remains associated with the eligible external record—in this example, Jamie’s contact record.
Important: Excluding an address from Global Autopilot matching does not prevent NetSuite from displaying that person as the Author or Recipient of the message.
When NetSuite cannot match an Author or Recipient entity, ExtendSync may substitute a known entity, so the message can be saved successfully. The actual sender and recipient email addresses are still preserved.
➡️ For more information about this behavior and recommended NetSuite Message view settings, see How ExtendSync Outlook and Gmail Handle Missing Author/Recipient Entities.
Example 2: An Internal-Only Email
From: alex@brightwave.example
To: taylor@brightwave.example
Because both addresses belong to the internal brightwave.example domain, no eligible email addresses remain after exclusions are applied.
Global Autopilot stops processing the email, and the message is not saved to NetSuite.
Example 3: An Email with Internal and External Participants
From: alex@brightwave.example
To: taylor@brightwave.example
CC: jamie@northstar.example
Global Autopilot excludes the two brightwave.example addresses but continues processing Jamie’s external address.
If Jamie has an eligible matching NetSuite record, the email is saved to that record.
The presence of internal participants does not stop the email from being processed when at least one non-excluded participant remains.
Example 4: Both Domains Are Excluded
From: alex@brightwave.example
To: jamie@northstar.example
Assume both brightwave.example and northstar.example are excluded.
After the exclusions are applied, no eligible email addresses remain. Global Autopilot stops processing the message, and the email is not saved to NetSuite.
What If the External Address Does Not Match a NetSuite Record?
If a non-excluded external address remains but Global Autopilot cannot find a matching NetSuite record, the result depends on the administrator’s contact auto-creation settings.
Global Autopilot may:
Ignore the unmatched address.
Always create a new contact.
Create a contact only when a matching parent company is found.
Review the Global Autopilot logs if an expected email is not saved. The logs can indicate that no matching record was found or that contact auto-creation failed.
Summary of Exclusion Behavior
Scenario | Expected result |
All participants use an excluded internal domain | The email is not saved |
At least one non-excluded external participant remains | Global Autopilot continues processing the email |
An external participant has an eligible NetSuite match | The email is associated with that record |
An external participant does not have a match | The result depends on the contact auto-creation settings |
The Global Autopilot user appears as Author or Recipient | The message may appear on the user’s record because of NetSuite behavior |
All internal and external participants are excluded | The email is not saved |
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