Why do I need to perform these steps?
If your Autopilot is turned on but your emails in NetSuite are showing as raw HTML, you must enable the Rich Text Editing feature in NetSuite.
This article applies to admins that did not enable Rich Text Editing in their NetSuite account prior to enabling ExtendSync Autopilot.
Emails synced to NetSuite via Autopilot inherit the Rich Text Editing preference of the admin user that supplied the access token for Autopilot. Both the end-user syncing the email and the admin whose tokens have been provided should be sure that Rich Text Editing is enabled in their NetSuite account.
Enable Rich Text Editing
Follow the steps to fix the issue right away. This step is required for both the Admin and End-users.
Step 1: In NetSuite, navigate to Home > Set Preferences.
Step 2: Go to the Appearance tab and enable Use Rich Text Editing.
Step 3: Save changes.