Hi all. We’ve noticed that if a user has OOO set up in their email account (exchange/outlook) and someone replies to an email they have sent out of NetSuite, the person does not receive the OOO notice. How have others worked around this limitation?

that is a bit tricky - since reply sent to NS originated email never goes to exchange server directly - first it goes to NS then NS relays to exchange server, that is why may be the person not getting the OOO. May be in exchange server/office 365 try setting AutoReplyEnabled for netsuite's domain to true. It may work never tested though - do some research. other option is to use your company's SMTP (exchange) for mail relay instead of Netsuite's Note: all these are theoretical

I have raised a case with NetSuite support and apparently this is a known limitation. Standard emailing functionality of NetSuite does not support OOO responses back.

FFS

Yeah, NetSuite emails don't trigger OOO replies because they usually come from a noreply address or system email that Exchange treats as automated. Most teams just live with this limitation since it's pretty minor. If it's really important, you could customize outbound emails to use actual user email addresses as the sender, but that creates other authentication headaches. Alternative is adding an auto-signature to NetSuite emails mentioning when someone's out, but that's manual management.

@jen this is not a native solution, however CloudExtend recently launched a new feature for ExtendSync (Outlook Connector) that enables NetSuite users to compose emails from NetSuite like they normally do but instead of sending it through NetSuite it is sent from your Exchange Server. The email is visible both in NetSuite and the user's sent items folder in Outlook. Replies appear in NetSuite and in the user's inbox without having to use the funky NetSuite return email address. OOO replies would be respected in this case.

We send a ton of emails via workflow, scheduled script, saved searches, etc, so I’m not sure this would help unfortunately.

@jen it will work soon. Our team is working on opening up our own API's to enable this functionality as well.