Set up email in Amazon Connect - Amazon Connect

Set up email in Amazon Connect

Following is an overview of the steps to set up the email channel for your contact center.

  • Enable email for your Amazon Connect instance. During this process you get an auto-generated email address. You also have the option of adding five custom addresses.

  • Create email addresses.

  • Create or update queues for outbound email. In the Outbound email configuration section:

    • Default email address: Specify the outbound email address that agents will use when sending an email. For example, if an agent is on the phone with a customer, and they need to email the customer instructions after the conversation, the agent can initiate an outbound email with this address.

    • Outbound email flow: Select the Default outbound flow from the dropdown menu, or select another flow that is type Outbound.

  • Create or update routing profiles to specify that agents can handle email contacts.

    Important

    In the routing profile, Default outbound queue defines the email address agents will use for any outbound emails they initiate.

  • Create message templates. Email templates can define the structure of the email for the agent, for example, for a signature or a disclaimer, or they can be a full response.

  • Configure flows with the Send message block. Use this block to send a message to your customer based on a template or custom message. In addition, you can specify:

    • The To and From email addresses and display names. You can specify them manually or dynamically by using System attributes such as:

      • Customer endpoint address: This is the customer's email address that initiated the contact.

      • System email address: This is the email address that the customer sent the email to.

      • Customer display name: This is captured from the email the customer sent to you.

      • System display name: The display name of the email the customer sent to.

      • CC Email Address List: The full list of cc'ed email addresses on the customer's email.

      • To Email Address List: The full list of To email addresses on the customer's email.

      For example, to send an automatic reply when a customer emails you, set Email address dynamically to Customer endpoint address, and Display name dynamically to Customer display name.

    • Message: Specify a template or enter plain text.

      • You can specify the Subject dynamically by using the Segment attribute - Email Subject.

      • You can specify the Message dynamically by choosing a User-defined attribute.

    • Link to contact: Choose if you want to link the inbound contact email to the outbound contact email. You may not want to choose this option for automatic reply emails.

  • Use the attributes in the Check contact attributes block to check the channel of the contact. If it's an email, you can use the following Segment attributes to check:

    • Email Subject: You can check the subject for certain keywords, for example.

    • Amazon SES Spam Verdict and Amazon SES Virus Verdict: When the customer's email comes in, Amazon SES scans it for spam and viruses. For example, if the condition equals FAILED (that means, the email failed the check) you can disconnect the contact or send the email to a special queue for managers to review it.

  • Assign the following security profile permission to your agents who need to initiate outbound emails.

    • Contact Control Panel (CCP) - Initiate email conversations