About the Synced Email in NetSuite
When the email is synced to a NetSuite record, the Author and Recipient fields of the attached email need to be existing NetSuite records.
When there are multiple email addresses in the To and CC fields, the record of the email address in the From field is used as the author record while the first email address in the To field is used as the recipient record. The rest of the email addresses are added in the CC field of the attached email with no associated NetSuite records.
The leading practice is to create a record in NetSuite, such as customer record or contact record, for email addresses you frequently contact.
The Author and Recipient fields of the email in NetSuite is determined from the selected record in NetSuite Connector for Outlook and the email addresses in the From, To, and CC fields of the email. If an email is synced to two or more selected records, the records used as the Author and Recipient fields in the synced email in NetSuite may vary depending on the selected record in NetSuite Connector for Outlook.
When determining which existing NetSuite record to use, NetSuite Connector for Outlook uses any one of the following records that belong to the email address:
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Employee record
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Associated Contact record
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Associated Customer record
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Overwrite with Selected Record
All contact records that belong to a customer record are associated contact records of each other. The customer record is an associated record of its contacts, and all the contact records are associated with the customer record.
If multiple records are found for the email address, the priority is Employee record, associated contact record, and associated customer record. If no records are found for the email address, the selected record is instead used to populate the field.
When syncing an email to NetSuite, the record you selected to sync to needs to either be the Author or Recipient of the synced email.