Autopilot saves your messages through an async queue in NetSuite. If an email or thread hasn’t appeared yet, use the in-app Logs to confirm status and retry if needed.
Check the Autopilot status (last 14 days)
In ExtendSync, go to Menu → Logs.
Open the Autopilot section.
Switch between Thread-based and To/From/CC-based tabs (depending on how you set Autopilot).
Use the Status filter to view Success, Pending, Failure, or All.
Click Refresh to pull the latest results.
What each status means
Success – The email/thread was saved to NetSuite. (If you don’t see it, check your NetSuite view/filters and the correct record.)
Pending – It’s still processing in NetSuite’s queue. Give it a bit more time, then click Refresh.
Failure – NetSuite returned an error. Click Retry to resend the request.
Retry failed items
In the Failure filter, click Retry on the affected entry.
If it fails again, note the error shown in Logs (helpful for Support).
Quick checks if it still isn’t visible in NetSuite
You’re looking at the right record (Contact, Customer, Transaction, etc.).
Your NetSuite Messages/Communication tab isn’t filtered too narrowly (try “All” or customize the view).
You’re checking the correct environment/role that Autopilot targets.
Need help?
Try searching support.cloudextend.io. We likely have a step-by-step already. If you’re still stuck:
💬 Chat with us (bottom-right of the Help Center)
✉️ Email cloudextend-support@celigo.com with:
A screenshot of Menu → Logs (showing the entry + status)
The NetSuite record you expect the email to be on
Your Microsoft 365 email and NetSuite role/environment