Overview
ExtendSync for Outlook supports both Shared Mailboxes and Delegate Mailboxes, enabling teams to save and automate email syncing to NetSuite from shared inboxes (e.g., sales@, support@) or when acting on behalf of another user.
This article covers admin setup only: Microsoft 365 configuration, licensing rules, prerequisites, and validation.
⚠️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.
Licensing Rules (Quick Reference)
Feature | Individual User License | Shared Mailbox License |
One-Time Save | ✅ Required | ❌ Not Required |
Autopilot for Emails | ✅ Required | ✅ Required |
💡 If Autopilot is enabled, users must log into their personal mailbox first, 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 installed in the user’s personal mailbox
(Optional) ExtendSync license assigned to the shared mailbox if Autopilot will be used
Microsoft 365 Configuration
Create / Verify a Shared Mailbox
If needed, create a shared mailbox (includes a shared calendar):
Microsoft guide: Create a shared mailbox
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
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 Autopilot usage on shared mailboxes if required by policy.
If Autopilot for emails is not enabled:
➡️ Check out this set up guide on How to Enable Autopilot for Emails
Validation Checklist (Admin)
User can open ExtendSync in their personal mailbox
User switches to the shared/delegate mailbox
ExtendSync detects the mailbox type
(If Autopilot enabled) emails sync automatically for the shared mailbox