Overview
ExtendSync for Outlook supports both:
Shared Mailboxes (e.g., sales@, support@)
Delegate Mailboxes (acting on behalf of another user)
This enables teams to manually save or automate email syncing to NetSuite from shared inboxes.
This article covers administrator setup only, including:
Microsoft 365 configuration
Licensing requirements
Autopilot considerations
Validation steps
⚠️Important:
Shared mailboxes must be properly deployed by a Microsoft 365 Administrator; they cannot be added manually by end users.
Follow Microsoft's shared mailbox deployment guidelines for setup.
🏢 Using Global Autopilot for Shared Mailboxes (Recommended for Enterprise)
⭐ Enterprise Only — Simpler shared mailbox sync with Global Autopilot
Global Autopilot introduces a new admin-driven approach to shared mailbox sync that is significantly simpler than per-user setup. Instead of requiring each individual user to configure Autopilot manually for a shared mailbox, admins enroll the shared mailbox once in the CloudExtend portal, and sync begins automatically for all enrolled users.
Key difference — the connection owner
With Global Autopilot, the admin who enrolls the mailbox becomes the connection owner.
This means sync runs at the org level, not tied to any individual user's session.
Emails sync within 30–60 seconds regardless of who is logged in to the shared mailbox, and no per-user license is required for the shared mailbox when using this method.
The existing per-user Autopilot setup described in this article still applies to user-managed Autopilot scenarios where Global Autopilot is not in use.
Licensing Requirements (Quick Reference)
Feature | Individual User License | Shared Mailbox License |
One-Time Save | ✅ Required | ❌ Not Required |
Autopilot for Emails (User-Driven) | ✅ Required | ✅ Required |
Global Autopilot ⭐ Enterprise (Admin-driven) | ✅ Required | ✅ Required |
Key Rule
If user-managed Autopilot is enabled, both:
The individual user, and
The shared mailbox
must each have an ExtendSync license.
➡️ To learn more about Licensing rules on Shared Mailboxes, click here.
💡 Important Autopilot Behavior
If user-managed Autopilot is enabled:
Users must first log in to ExtendSync from their personal mailbox
Then switch to the shared mailbox
The shared mailbox session piggybacks on the authenticated personal session.
Prerequisites
Microsoft 365 subscription
Outlook Desktop (Nov 2019 build or later) or Outlook on the web
Shared mailbox configured by a Microsoft 365 Admin
ExtendSync is installed in the user's personal mailbox
(Optional) ExtendSync license assigned to the shared mailbox if user-managed Autopilot will be used
Microsoft 365 Configuration
Step 1: Create / Verify a Shared Mailbox
If needed, create a shared mailbox (includes a shared calendar):
Microsoft guide: Create a shared mailbox
Step 2: Add Users to the Shared Mailbox
Assign users via the Exchange Admin Center
Grant appropriate permissions (read/send/edit as required)
📘 Follow Microsoft's recommended method for adding users to shared mailboxes.
CloudExtend Configuration
Step 1: Assign Licenses
User-managed Autopilot enabled: Assign an ExtendSync license to the shared mailbox email address (e.g., sales@yourcompany.com) and to each individual user.
One-Time Save only: No license required for the shared mailbox.
Step 2: Review Autopilot Settings
Confirm which Autopilot modes are enabled (Email Address, Thread).
Optionally restrict Email & Thread Autopilot usage on shared mailboxes if required by policy.
If Autopilot for emails is not enabled:
➡️ Check out this setup guide on How to Enable Autopilot for Emails
Autopilot considerations
Using User-Managed Autopilot for Emails on Shared Mailboxes
If your organization plans to use user-managed Email Autopilot on a shared mailbox, a CloudExtend license is required for each shared mailbox.
Examples of shared mailboxes that require licenses when user-managed Autopilot is enabled:
Important licensing rule:
The shared mailbox requires its own license
Each individual user interacting with that mailbox also requires a license
This ensures Autopilot can monitor and sync emails correctly for both the mailbox and its users.
If NOT Using Email Autopilot on Shared Mailboxes
If users only need to attach emails manually (One-Time association) from a shared mailbox:
No license is required for the shared mailbox
Users can attach emails using their individual licenses
Autopilot features will not be available for the shared mailbox
This is a common setup for teams that want occasional email logging without full automation.
Validation Checklist
The user can open ExtendSync in their personal mailbox
User switches to the shared/delegate mailbox
ExtendSync detects the mailbox type
(If user-managed Autopilot is enabled) Emails sync automatically for the shared mailbox
Learn More
Overview: Global Autopilot ⭐ Enterprise — recommended for org-wide shared mailbox sync
What are the options for Autopilot for Emails