Global Autopilot is available with ExtendSync Outlook Enterprise. If the same email address appears on Contact records under different NetSuite Customer records,
Global Autopilot may associate an email with only one of those Contacts.
šµ What happens when the same Contact email exists under multiple Customers?
Some organizations, such as agencies with several sub-clients, have the same contact email address on contact records under different Customer records.
When Global Autopilot processes an email for that address, it saves the email to one record: the first matching Contact that NetSuite returns. It does not associate the email with every matching customer.
This is a NetSuite platform limitation.
šµ Can I control which record the email is saved to?
No. The record is determined by the order in which NetSuite returns matching Contacts. This order canāt be predicted or configured in ExtendSync or Global Autopilot. This is a NetSuite platform limitation.
The same limitation applies when Auto-Create Contact is enabled, and multiple companies share the same email domain.
šµ What if the email was saved to the wrong parent record?
Remove the incorrect record from the email thread, then resync the email and select the correct record.
Step 1: Remove the incorrect association
Open the email thread in Outlook.
At the top of the ExtendSync panel, click the three-dot menu.
In the Association records list, select the record you want to remove.
Click Remove.
Step 2: Resave the email to the correct record
Resync the email.
Select the correct record and save the email, then use Thread Autopilot if that thread should continue syncing to the same record.
Click Save to sync the email.
ā”ļø See: Compare the email-saving methods
If different conversations belong to different customers
Donāt set up Email Address-Based Autopilot for this address. It keeps associating future emails from that address with the selected Contact, even when a new conversation belongs to another customer. Instead, select the correct record for each email thread and use Thread Autopilot for that conversation.
After you remove the association, Global Autopilot stops processing that email address. User-driven Autopilot handles it going forward.
Best practices
Review contacts with the same email address across multiple Customer records, and consolidate duplicates where possible.
If companies share an email domain, consider disabling Auto-Create Contact.
Let users know in advance which contacts are shared, so they can choose the right method for those addresses.