We highly recommend that your organization licenses Microsoft 365 for both email hosting and Office applications.
Standalone versions of Microsoft Outlook do not receive API updates from Microsoft.
A Microsoft 365 subscription ensures maximum compatibility with ExtendSync, both now and in the future, as we continue to leverage the latest Microsoft technologies.
Overview
This guide includes everything your organization needs to configure before deploying ExtendSync Outlook:
Shared Mailbox Support (optional)
NetSuite Prerequisites
ExtendSync requires specific NetSuite features and permissions to be enabled. These settings must be configured by your NetSuite Administrator.
Company-Wide Setting
NetSuite Administrators should enable the following features:
SOAP Web Services
Token-Based Authentication
Step 1: Go to Setup → Company → Enable Features
Step 2: Go to the SuiteCloud tab.
Step 3: In SuiteTalk section, Enable check box for SOAP Web Services
Step 4: In Management Authentication section, enable check box for Token-Based Authentication.
End-User Permissions
Step 1: Enable the user preference Rich Text Editing
In NetSuite, go to Home> Set Preferences> Appearance
Enable Rich Text Editing.
While not required we have found that certain emails with HTML may transfer as blank or with all the HTML coding if this setting is not enabled at the user level. This may result in a NetSuite error such as the field message containing more than the maximum number (1000000) of characters allowed.
Step 2: Verify the Role Is Not “Web Services Only”
Go to Setup > Users/Roles > Manage Roles.
Validate if the Web Service Only Role is OFF.
Step 3: General Permissions to be set per Role
Your NetSuite Admin must configure the following permissions for the roles you plan to use when logging in through CloudExtend.
In NetSuite, go to Setup → Users/Roles → Manage Roles, then select the role to update.
Required Permissions
Permission | Details / Purpose |
SOAP Web Services | Required for API communication between CloudExtend and NetSuite. |
User Access Tokens | Required to generate tokens automatically during login. |
SAML Single Sign-On | Enable only if your company uses SSO (Okta, OneLogin, Microsoft Entra ID, etc.). |
Allow JS/HTML Uploads | Required for users uploading |
Log in using Access Tokens | Adds additional token authentication capability. |
Documents and Files | Recommended for ExtendDocs users: Full Minimum: Create |
Track Messages | Recommended for ExtendDocs users: Full |
Celigo Send from Outlook Email Config | Needed to enable Send from Outlook functionality. |
Permissions by Tab
Setup Tab
SOAP Web Services
User Access Tokens
SAML Single Sign-On
Allow JS/HTML Uploads
Log in using Access Tokens
Lists Tab
Document and Files
Track Messages
Custom Record Tab
Celigo Send from Outlook Email Config
Does your organization use Custom fields?
If your organization uses custom fields, ensure permissions are added for them:
Add Custom Field Permissions per role.
Outlook and Exchange Prerequisites
Below is a list of minimum prerequisites to run Microsoft Add-Ins built for Outlook. It is compiled from this Microsoft support article.
We highly recommend that your org use Microsoft 365 for email hosting as well as your Office Applications. This will ensure maximum compatibility with ExtendSync both now and in the future as we leverage new Microsoft technologies only available in the latest versions.
Outlook Client Prerequisites
ExtendSync works with:
Outlook with Microsoft 365 subscription
Outlook on iOS
Outlook on Android
Outlook.com (web)
Outlook connected via Exchange Online (See set requirements by Microsoft here)
⚠️ ExtendSync does not work on Outlook configured using POP3 or IMAP.
The mailbox must be configured as Exchange, Office 365, or Outlook.com.
OneDrive / SharePoint
ExtendSync OneDrive and Sharepoint requires:
OneDrive for Business
SharePoint for Business
This does not support Personal OneDrive accounts
Mail Server Prerequisites
If Using Microsoft 365 or Outlook.com
✅ All mail server requirements are already covered.
If Using On-Premises Exchange Server
For users connected to on-premises installations of Exchange Server, the following requirements apply:
Exchange 2013 or later
Exchange Web Services (EWS) enabled and internet-accessible (Many add-ins require EWS to function properly)
A valid authentication certificate in order for the server to issue valid identity tokens. New installations of Exchange Server include a default authentication certificate. For more information, see Digital certificates and encryption in Exchange 2016 and Set-AuthConfig.
Ability for the server to communicate with Office Store (Appsource)
⚠️ Important Notes
Some ExtendSync features especially Autopilot may not function on on-premises Exchange servers.
Several ExtendSync features rely on new Microsoft APIs that are only available with:
Microsoft 365 Online Exchange, and
Microsoft 365 Outlook clients
A Microsoft 365 subscription ensures that you will receive feature updates (new and improved API's) from Microsoft and ExtendSync.
Shared Mailbox Support (Optional)
ExtendSync supports Autopilot for Shared Mailboxes.
👉 Setup instructions here!
If using Autopilot for Emails on Shared Mailboxes
If your organization is planning on using Autopilot for shared mailboxes, you must add an end-user license for each shared mailbox (i.e., sales@yourorg.com, etc.).
If NOT using Autopilot for Emails
Users may still manually attach emails from shared mailboxes without assigning a license.
Additional Notes for Shared Mailboxes
Must be configured following Microsoft shared mailbox guidelines.
👉 Configure Shared or Delegate Mailboxes with ExtendSync Outlook for NetSuiteWhen an email arrives in the shared inbox, respond using your own email address and CC the support mailbox.
This way, any subsequent conversation will be visible in both your shared and personal mailboxes.