SSEO - Auto-Log Capacity in SuperSync Email for Outlook

Summary:
If the SuperSync Email add-in stops auto-logging emails, it may be due to the auto-log queue reaching its storage limit. This document explains why this happens and how to resolve it using built-in add-in settings.

Issue

Users may encounter a situation where new email threads are no longer being auto-logged to NetSuite. This typically occurs when the add-inā€™s auto-log queue reaches its maximum capacity.

Cause

By default, SuperSync Email auto-logs email threads for up to 6 months. However, Outlook imposes an internal limit on how many threads can be actively tracked for auto-logging. Once this threshold (typically around 100ā€“150 threads) is exceeded, no new threads can be added until existing ones expire or are removed.

Resolution

Option 1: Reduce Auto-Log Expiration Period

Reducing the expiration period will shorten how long conversations remain in the auto-log queue, freeing up space more quickly.

Steps:

  1. Open the SuperSync Email add-in in Outlook.

  2. Click the Settings gear icon.

  3. Under "AUTO-LOG EXPIRATION IN MONTHS", change the value from 6 to a lower number such as 3.

  4. Close the settings panel. This change will apply to future auto-logs.

Option 2: Purge All Existing Auto-Logs

If immediate resolution is needed, you can purge all current auto-logged threads to clear space.

āš ļø Note: This will stop auto-logging on all current threads and cannot be undone.

Steps:

  1. Open the SuperSync Email add-in.

  2. Go to Settings.

  3. Scroll to the bottom and toggle Developer Mode ON.

  4. A new "Purge All" link will appear under the expiration setting.

  5. Click Purge All to clear all current auto-logged threads.
  6. Important: After purging, be sure to turn Developer Mode OFF again. Leaving Developer Mode enabled may cause unexpected behaviors in other parts of the system.


Additional Notes

  • Microsoft does not publish the exact auto-log thread capacity limit.

  • Based on internal testing, the functional limit appears to be between 100 and 150 threads.

  • Keeping the expiration period shorter helps cycle out older threads more frequently, reducing the risk of hitting capacity.

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