**End of support notice:** On October 30, 2026, AWS will end support for Amazon Pinpoint. After October 30, 2026, you will no longer be able to access the Amazon Pinpoint console or Amazon Pinpoint resources (endpoints, segments, campaigns, journeys, and analytics). For more information, see [Amazon Pinpoint end of support](https://docs.aws.amazon.com/console/pinpoint/migration-guide). **Note:** APIs related to SMS, voice, mobile push, OTP, and phone number validate are not impacted by this change and are supported by AWS End User Messaging.
# Amazon Pinpoint channels
A *channel* represents the platform through which you engage your audience segment with messages. For example, to send push notifications to users of your apps, you must have an Amazon Pinpoint project in which the *push notifications* channel is enabled. Amazon Pinpoint supports the following channels:
+ [Push notifications](channels-push.md)
+ [Email](channels-email.md)
+ [SMS](channels-sms.md)
+ [Voice](channels-voice.md)
+ In-app messages
In addition to these channels, you can also extend the capabilities to meet your specific use case by creating [custom channels](channels-custom.md).
Before you can use Amazon Pinpoint to engage your audience, you have to create an Amazon Pinpoint project. After you create a project, you can use it to send campaigns. To engage your customers using campaigns, start by [defining the audience segment](segments.md) that you want to engage. Next, [define that campaign](campaigns.md) that you want to send to the segment.
**Topics**
+ [Amazon Pinpoint push notifications](channels-push.md)
+ [Amazon Pinpoint email channel](channels-email.md)
+ [Amazon Pinpoint SMS channel](channels-sms.md)
+ [Amazon Pinpoint voice channel](channels-voice.md)
+ [Amazon Pinpoint in-app messaging channel](channels-inapp.md)
+ [Custom channels in Amazon Pinpoint](channels-custom.md)
# Amazon Pinpoint push notifications
**Note**
Amazon Pinpoint has updated their user guide documentation. To get the latest information regarding how to create, configure, and manage your Push resources, see the new [AWS End User Messaging Push User Guide](https://docs.aws.amazon.com//push-notifications/latest/userguide/what-is-service.html).
The following topics have been moved:
[Setting up Amazon Pinpoint mobile push channels](https://docs.aws.amazon.com//push-notifications/latest/userguide/procedure-enable-push.html)
[Monitoring push notification activity](analytics-campaigns.md)
To monitor push notification activity, you must use a campaign. You can't monitor push notification activity outside a campaign.
[Managing mobile push channels](https://docs.aws.amazon.com//push-notifications/latest/userguide/procedure-enable-push.html)
[Sending Safari web push notifications](https://docs.aws.amazon.com//push-notifications/latest/userguide/reference-send-message.html)
[Best practices](https://docs.aws.amazon.com//push-notifications/latest/userguide/channels-push-best-practices.html)
With Amazon Pinpoint, you can engage users of your apps by sending push notifications through a push notification channel. You can send push notifications to your apps using separate channels for the following push notification services:
+ Firebase Cloud Messaging (FCM)
+ Apple Push Notification service (APNs)
**Note**
You can use APNs to send messages to iOS devices such as iPhones and iPads, as well as to the Safari browser on macOS devices, such as Mac laptops and desktops.
+ Baidu Cloud Push
+ Amazon Device Messaging (ADM)
**Note**
Amazon Pinpoint sets the push endpoints with the earliest **EffectiveDate** to `INACTIVE` if a user has 15 endpoints and you add more push endpoints. See [Older push endpoints automatically set to inactive](https://docs.aws.amazon.com/pinpoint/latest/developerguide/audience-define-auto-inactive.html) for more information.
**Topics**
+ [Troubleshooting the push channel](channels-push-troubleshooting.md)
# Troubleshooting the push channel
Verify that logging is turned on to assist in identifying the cause of failure. For more information, see [Monitoring and logging](troubleshooting.md#troubleshooting-logging). For transactional push notifications that are not sent via a Campaign or Journey, log [API response](https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams.html) to learn on [delivery status](https://docs.aws.amazon.com/pinpoint/latest/apireference/apps-application-id-messages.html#apps-application-id-messages-model-messageresult).
## Monitoring delivery issues
+ For direct push notification messages sent through the SendMessages API, verify that you capture the API response to get insights on the delivery. To do so, review the StatusMessage attribute inside the [EndpointResult](https://docs.aws.amazon.com/pinpoint/latest/apireference/apps-application-id-messages.html#apps-application-id-messages-model-messageresponse) object in the response. This attribute contains the [Platform response codes](https://docs.aws.amazon.com/sns/latest/dg/sns-msg-status.html#platform-returncodes) received from the Downstream Push Notification Service.
+ For campaigns, verify that logging through Kinesis Data Streams is turned on. Review the [Platform response codes](https://docs.aws.amazon.com/sns/latest/dg/sns-msg-status.html#platform-returncodes) in the [\$1campaign.send](https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams-data-campaign.html#event-streams-data-campaign-attributes) event for delivery outcome received by Amazon Pinpoint from the Downstream Push Notification Service.
## Message not received
****Issues and solutions****
+ Device connectivity issues – If the issue is only occurring on certain devices, verify that these devices aren't blocked from connecting to the push notification service endpoints. See [FCM ports and your firewall](https://firebase.google.com/docs/cloud-messaging/concept-options#messaging-ports-and-your-firewall) and [If your Apple devices aren't getting Apple push notifications](https://support.apple.com/en-us/102266).
+ Endpoint **OptOut** attribute value – If an endpoint **OptOut** value is set to `ALL`, the endpoint will not receive notifications. Use the [get-endpoint](https://docs.aws.amazon.com/cli/latest/reference/pinpoint/get-endpoint.html) CLI to confirm that the endpoint **OptOut** value is set to `NONE`. If the endpoint is opted out, messages sent through campaigns or journeys won't be delivered to the endpoint, and no logs will be generated.
+ Token environment – Verify that the channel type for your Amazon Pinpoint endpoint matches the token generated for the device. For example, use GCM as a channel for an app token address with FCM integration and for APNs, APNS\$1Sandbox for your app in sandbox, or APNS for app in production.
For insights on delivery attempts with a failure status, see the [Push Notification Response codes for the respective Push Channel](https://docs.aws.amazon.com/sns/latest/dg/sns-msg-status.html#platform-returncodes) used in the delivery attempt.
## Messages are not displayed
+ If the logs show a Successful Delivery and if messages are not displayed on the system notification tray, this indicates an issue with the notification being delivered to the device but not being handled appropriately in the client application.
+ You might see that the Kinesis event logs show a **Successful Delivery** status, or that an issue only occurs with a particular request payload or message type. This issue might indicate that the notification is being delivered to the device, but not being displayed on the system notification tray.
This can occur with a particular request payload or Message type (E.g. Data for FCM, Silent for APNs). For example, if messages are received as alert/ notification payload but not as data/silent payload, check what the intended action is when a message type of data, notification, alert, or background is received on your application, and whether the application can handle the different message types.
+ To troubleshoot, incorporate log statements in your app’s message handler. For an example, see [FCM](https://firebase.google.com/docs/cloud-messaging/android/receive) and [APNs](https://developer.apple.com/documentation/uikit/uiapplicationdelegate/1623013-application). This will help determine whether the the notification is received by the device but not displayed in the system notifications tray.
# Amazon Pinpoint email channel
**Note**
Amazon Pinpoint has always used Amazon SES for email delivery, and this update gives you more control over how Amazon Pinpoint uses your Amazon SES resources in your AWS account. For example, an Amazon SES resource can be a [verified identity](https://docs.aws.amazon.com/ses/latest/dg/verify-addresses-and-domains.html) or [configuration set](https://docs.aws.amazon.com/ses/latest/dg/using-configuration-sets.html). As part of this update, email billing will transition from Amazon Pinpoint to Amazon SES after you've updated your AWS account permissions.
**Existing Amazon Pinpoint customers**: Starting on *4/30/2024*, you should update your existing email projects to use the **Orchestration sending role arn**. All of your journeys and campaigns that send email will continue to function and use the Amazon Pinpoint API until you update the **Orchestration sending role arn**.
For more information on creating the IAM role for **Orchestration sending role arn**, see [Creating an email orchestration sending role in Amazon Pinpoint](channels-email-orchestration-sending-role.md).
For direct send, your IAM identity must have `ses:SendEmail` and `ses:SendRawEmail` permissions.
To check if your project has been updated with an **Orchestration sending role arn**, see [Find your email orchestration sending role ARN in Amazon Pinpoint](channels-email-orchestration-sending-role.md#channels-email-orchestration-sending-role-verify).
**New Amazon Pinpoint customers**: Use the **Orchestration sending role arn** to send emails from your journeys or campaigns. Your journeys and campaigns that send email will use the Amazon SES API.
For more information on creating the IAM role, see [Creating an email orchestration sending role in Amazon Pinpoint](channels-email-orchestration-sending-role.md).
For direct send, your IAM identity must have `ses:SendEmail` and `ses:SendRawEmail` permissions.
You can test IAM policies to verify how they will work with a given identity by using the IAM policy simulator. For more information, see [Testing IAM policies with the IAM policy simulator](https://docs.aws.amazon.com/IAM/latest/UserGuide/access_policies_testing-policies.html) in the [IAM User Guide](https://docs.aws.amazon.com/IAM/latest/UserGuide/).
Use the Email channel in Amazon Pinpoint to send email messages to your end users.
If you haven't used Amazon Pinpoint to send email, your account is in the [email sandbox](channels-email-setup-production-access.md) by default. When your account is in the email sandbox, you can only send email to addresses that you verify. Additionally, you can only send 200 emails in a 24-hour period, at a maximum throughput rate of one message per second. You can request to have your account removed from the sandbox by [requesting production access for email](channels-email-manage-limits.md#channels-email-manage-limits-increase-case).
You can [monitor your email activity](channels-email-monitor.md) by viewing analytics in the Amazon Pinpoint console or by streaming email events to Kinesis.
As your email needs change, you can manage the email channel by [updating your email address or domain](channels-email-manage-update.md), or [requesting an increase to your sending quotas](channels-email-manage-limits.md).
## Choosing between Amazon Pinpoint and Amazon Simple Email Service (Amazon SES)
AWS also offers an email-only service called Amazon SES. Amazon Pinpoint uses Amazon SES highly scalable email infrastructure to send email. The two services offer different features and are intended for different audiences and use cases.
Amazon SES has an API and an SMTP interface, both of which are well suited to sending email from your applications or services. You can also use the Amazon SES SMTP interface to integrate with existing third-party applications, such as Customer Relationship Management (CRM) applications. Amazon SES also offers email features not included in Amazon Pinpoint, including email receiving capabilities, dedicated IP pools, and cross-account sending authorization capabilities.
Amazon Pinpoint is well-suited to users who want to send orchestrated communications, including scheduled campaigns and multi-step customer journeys. Amazon Pinpoint also includes features not included with Amazon SES, such as audience segmentation, campaign and journey analytics, and a web-based console that is accessible to less technical users.
For more information about sending email using Amazon SES, see the [Amazon SES Developer Guide](https://docs.aws.amazon.com/ses/latest/dg/Welcome.html).
**Topics**
+ [Choosing between Amazon Pinpoint and Amazon Simple Email Service (Amazon SES)](#channels-email-sescomparison)
+ [Amazon Pinpoint email sandbox](channels-email-setup-production-access.md)
+ [Setting up the Amazon Pinpoint email channel](channels-email-setup.md)
+ [Monitoring email activity with Amazon Pinpoint](channels-email-monitor.md)
+ [Managing the Amazon Pinpoint email channel](channels-email-manage.md)
+ [Sending email in Amazon Pinpoint](channels-email-send.md)
+ [Using dedicated IP addresses with Amazon Pinpoint](channels-email-dedicated-ips.md)
+ [The Amazon Pinpoint Deliverability dashboard](channels-email-deliverability-dashboard.md)
+ [Email best practices](channels-email-best-practices.md)
+ [Troubleshooting the email channel](channels-email-troubleshooting.md)
# Amazon Pinpoint email sandbox
We use a sandbox environment to help protect our customers from fraud and abuse. The sandbox environment also helps you establish your sender reputation with ISPs and email recipients. New Amazon Pinpoint email user accounts are placed in the sandbox environment. While your account is in the sandbox, you have full access to Amazon Pinpoint email sending methods, with the following restrictions:
+ You can send email only from verified addresses and domains.
+ You can send email only to addresses that you have verified or addresses that are associated with the mailbox simulator.
+ You can send a maximum of 200 messages within 24 hours.
+ You can send a maximum of one message per second.
To learn how to remove these restrictions, see [Requesting a quota increase](channels-email-manage-limits.md#channels-email-manage-limits-increase-case).
# Setting up the Amazon Pinpoint email channel
To set up the Amazon Pinpoint email channel, you start by verifying the email address or domain that you want to use when you send email from that project. Next, you create a project, enable the email channel in that project, and choose an email address or domain to use.
When you enable the email channel for the first time, Amazon Pinpoint doesn't immediately provide production access for email messaging. Instead, your AWS account has access only to the email sandbox, which imposes restrictions on your email traffic. To gain production access, [submit a request](channels-email-setup-production-access.md) to Support.
Use the **Email** settings page to view information about email usage for your Amazon Pinpoint account, such as the number of emails that you've sent during the past 24 hours and whether there are sending restrictions on your account.
You can also use the **Email** settings page to enable or disable the email channel for the current project. If you disable the email channel for the project, you can't send email from campaigns or journeys in the project. However, you can send transactional email from your Amazon Pinpoint account. To enable Amazon Pinpoint to send email for your campaigns or journeys you must create or update an IAM role to allow Amazon Pinpoint to send email on your behalf through Amazon SES, see [Creating an email orchestration sending role in Amazon Pinpoint](channels-email-orchestration-sending-role.md).
In addition, you can use the **Email** settings page to verify email identities for the current project. In Amazon Pinpoint, an *identity* is an email address or domain that you use to send email. Every email address that you want to use as a *From*, *Source*, *Sender*, or *Return path* address in email has to be verified before you can send email with it by using Amazon Pinpoint.
**Topics**
+ [Creating an Amazon Pinpoint project with email support](channels-email-setup-create.md)
+ [Verifying email identities](channels-email-manage-verify.md)
+ [Creating an email orchestration sending role in Amazon Pinpoint](channels-email-orchestration-sending-role.md)
# Creating an Amazon Pinpoint project with email support
To send email with Amazon Pinpoint, you start by creating an Amazon Pinpoint project. When you create a project, you can enable the email channel for it, and then choose the email identity that you want to use as the sender address. If you haven't already verified an identity to use with Amazon Pinpoint, you can verify an email address when you create the project.
In Amazon Pinpoint, an *identity* is an email address or domain that you use to send email. Before you can send email using Amazon Pinpoint, you must verify each identity that you plan to use as a *From*, *Source*, *Sender*, or *Return path* address to prove that you own the identity. For more information about verifying identities, see [Verifying email identities](channels-email-manage-verify.md).
**Note**
If your account is still in the Amazon Pinpoint email sandbox, you also need to verify the identities that you plan to send email to. For more information about the email sandbox, see [Increasing your sending quotas](channels-email-manage-limits.md#channels-email-manage-limits-increase).
If you have already created the project you can enable email by following the directions at [Enabling and disabling the email channel](channels-email-enable.md).
**Topics**
+ [Creating an email project when you haven't yet verified an identity](#channels-email-setup-create-not-verified)
+ [Creating an email project when you've already verified an identity](#channels-email-setup-create-already-verified)
## Creating an email project when you haven't yet verified an identity
If you haven't used Amazon Pinpoint to send email in the past, you probably haven't verified any identities. The procedure in this section describes the process of creating a project and verifying a single email address at the same time.
If you've already verified an identity, or if you want to verify an entire domain instead of a single address, use the procedures in [Verifying a domain](channels-email-manage-verify.md#channels-email-manage-verify-domain) instead.
**To create a new email project and verify an email address**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose **Create a project**.
1. For **Project name**, enter a name, and then choose **Create**.
**Note**
The project name can contain up to 64 alphanumeric characters. It can also include the following characters: comma (,), period (.), at sign (@), underscore (\$1), equals sign (=), and plus sign (\$1).
1. On the **Configure features** page, under **Email**, choose **Configure**.
1. On the **Set up email** page, for **Email address**, enter the email address that you want to use to send email from this project. Amazon Pinpoint sends an email to the address that you entered. Open the email, and then click the link in the message to verify the email address.
## Creating an email project when you've already verified an identity
If you've already verified an email identity, you can use that identity with your new project.
**To create a new email project and choose an existing identity**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose **Create a project**.
1. For **Project name**, enter a name, and then choose **Create**.
**Note**
The project name can contain up to 64 alphanumeric characters. It can also include the following characters: comma (,), period (.), at sign (@), underscore (\$1), equals sign (=), and plus sign (\$1).
1. On the **Configure features** page, choose **Skip this step**.
1. In the navigation pane, under **Settings**, choose **Email**.
1. Next to **Identity details**, choose **Edit**.
1. Choose **Enable the email channel for this project**.
1. For **Identity type**, choose either **Email address** or **Domain**, depending on the type of verified identity that you want to use.
1. Choose **Use an existing email address** if you chose **Email address** in the preceding step, or choose **Use an existing domain** if you chose **Domain**.
1. From the list, choose the verified email address or domain that you want to use.
1. If you're setting up a domain, specify the **Default sender address** for that domain.
1. (Optional) For **Friendly sender name**, enter the name that you want to appear in your recipients' email clients.
1. When you finish, choose **Save**.
# Verifying email identities
In Amazon Pinpoint, an *identity* is an email address or domain that you use to send email. Before you can send email by using Amazon Pinpoint, you must verify each identity that you plan to use as a *From*, *Source*, *Sender*, or *Return path* address to prove that you own it. If your account is still in the Amazon Pinpoint sandbox, you also must verify the identities that you plan to send email to.
Before you verify an identity, you have to create a project and enable the email channel for the project. For more information, see [Creating an Amazon Pinpoint project with email support](channels-email-setup-create.md).
**Topics**
+ [Verifying an email address](#channels-email-manage-verify-email-address)
+ [Verifying a domain](#channels-email-manage-verify-domain)
## Verifying an email address
If you've already created a project for sending email, you probably already verified an email address. You can verify a different email address by using the Amazon Pinpoint console.
**To verify an email address**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, under **Email**, choose **Email identities**.
1. Choose **Verify email identity**.
1. Under **Identity type**, choose **Email address**.
1. For **Verify a new email address**, enter the email address that you want to verify.
1. Choose **Verify email address**.
1. Check the inbox of the address that you entered and look for an email from *no-reply-aws@amazon.com*. Open the email and select the link in the email to complete the verification process for the email address.
**Note**
You should receive the verification email within five minutes. If you don't receive the email, do the following:
Make sure you typed the address correctly.
Make sure the email address that you're attempting to verify can receive email. You can test this by using another email address to send a test email to the address that you want to verify.
Check your junk mail folder.
The link in the verification email expires after 24 hours. To resend the verification email, choose **Send verification email again**.
When you verify an email address, consider the following:
+ Amazon Pinpoint has endpoints in multiple AWS Regions and the verification status of an email address is separate for each Region. If you want to send email from the same identity in more than one Region, you must verify that identity in each Region. You can verify as many as 10,000 identities (email addresses and domains, in any combination) in each AWS Region.
+ The *local part* of the email address, which is the part that precedes the at sign (@), is case sensitive. For example, if you verify *user@example.com*, you can't send email from *USER@example.com* unless you verify that address too.
+ Domain names are case insensitive. For example, if you verify *user@example.com*, you can also send emails from *user@EXAMPLE.com*.
+ You can apply labels to verified email addresses by adding a plus sign (\$1) followed by a string of text after the local part of the address and before the at sign (@). For example, to apply *label1* to the address *user@example.com*, use *user\$1label1@example.com*. You can use as many labels as you want for each verified address. You can also use labels in the *From* and *Return path* fields to implement Variable Envelope Return Path (VERP).
**Note**
When you verify an unlabeled address, you're verifying all addresses that could be formed by adding a label to the address. However, if you verify a labeled address, you can't use other labels with that address.
## Verifying a domain
When you verify a domain, you verify all the email addresses that are associated with that domain. Therefore, you don't need to verify individual email addresses from the domain. For example, if you verify the *example.com* domain, you can send email from *carlos@example.com*, *jane@example.com*, and any other address from the *example.com* domain.
Before you can use Amazon Pinpoint to send email from a domain, you have to verify the domain to confirm that you own it and to prevent others from using it.
**Note**
To complete the verification process, you must be able to modify the DNS settings for the domain. The procedures for modifying the DNS settings for a domain vary depending on the DNS or web hosting provider. For information about changing the DNS settings for your domain, see the documentation for your provider.
**To verify a domain**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, under **Email**, choose **Email identities**.
1. Choose **Verify email identity**.
1. Under **Identity type**, choose **Domain**, and then choose **Verify a new domain**.
1. For **Domain**, enter the domain that you want to verify.
1. Choose **Verify domain**.
1. Under **Record set**, copy the three CNAME records and save them to a location on your computer. Or, to download and save the values in a .csv file, choose **Download record set**.
1. Log in to the management console for your DNS or web hosting provider, and then create three new CNAME records that contain the values that you saved in the previous step. See the next section for links to the documentation for several common providers.
1. When Amazon Pinpoint detects all three of these CNAME records in the DNS configuration of your domain, the verification process is complete. You can check the verification status by returning to the **Email identities** page. In the **All identities** table, locate the domain that you attempted to verify. If the value in the **Status** column for that domain is *Active*, the verification process is complete.
**Note**
In some cases, it can take 72 hours or more for DNS changes to propagate across the internet. You can't send email from a domain until the verification process is complete.
When you verify a domain, consider the following:
+ You can send email from any subdomain of the verified domain, without verifying the subdomain specifically. For example, if you verify *example.com*, you don't need to verify *a.example.com* or *a.b.example.com*.
+ As specified in [RFC 1034](https://datatracker.ietf.org/doc/html/rfc1034), each DNS label can have up to 63 characters. In addition, the whole domain name must not exceed a total length of 255 characters.
+ Amazon Pinpoint is available in multiple AWS Regions, and the verification status of a domain is separate for each Region. If you want to send email from the same identity in more than one Region, you must verify that identity in each Region. You can verify as many as 10,000 identities (domains and email addresses, in any combination) in each AWS Region.
### Instructions for configuring DNS records for various providers
The procedures for updating the DNS records for a domain vary depending on which DNS or web hosting provider you use. The following table lists links to the documentation for several common providers. This list isn't exhaustive and inclusion in this list isn't an endorsement or recommendation of any company's products or services. If your provider isn't listed in the table, you can probably use the domain with Amazon Pinpoint.
| DNS/hosting provider | Documentation link |
| --- | --- |
| Amazon Route 53 | [Working with records](https://docs.aws.amazon.com/Route53/latest/DeveloperGuide/rrsets-working-with.html) |
| GoDaddy | [Add a CNAME record](https://www.godaddy.com/help/add-a-cname-record-19236) (external link) |
| Dreamhost | [How do I add custom DNS records?](https://help.dreamhost.com/hc/en-us/articles/360035516812-Adding-custom-DNS-records) (external link) |
| Cloudflare | [Managing DNS records in cloudflare](https://developers.cloudflare.com/dns/manage-dns-records/how-to/create-dns-records) (external link) |
| HostGator | [Manage DNS records with HostGator/eNom](https://www.hostgator.com/help/article/manage-dns-records-with-hostgatorenom) (external link) |
| Namecheap | [How do I add TXT/SPF/DKIM/DMARC records for my domain? ](https://www.namecheap.com/support/knowledgebase/article.aspx/317/2237/how-do-i-add-txtspfdkimdmarc-records-for-my-domain/) (external link) |
| Names.co.uk | [Changing your domains DNS settings](https://www.names.co.uk/support/articles/changing-your-domains-dns-settings/) (external link) |
| Wix | [Adding or Updating CNAME Records in Your Wix Account](https://support.wix.com/en/article/adding-or-updating-cname-records-in-your-wix-account) |
### Domain verification tips and troubleshooting
If you completed the preceding steps but your domain isn't verified after 72 hours, check the following:
+ Make sure that you entered the values for the DNS records in the correct fields. Some providers refer to the **Name/host** field as *Host* or *Hostname*. In addition, some providers refer to the **Record value** field as *Points to* or *Result*.
+ Make sure that your provider didn't automatically append your domain name to the **Name/host** value that you entered in the DNS record. Some providers append the domain name without indicating that they've done so. If your provider appended your domain name to the **Name/host** value, remove the domain name from the end of the value. You can also try adding a period to the end of the value in the DNS record. This period indicates to the provider that the domain name is fully qualified.
+ The underscore character (\$1) is required in the **Name/host** value of each DNS record. If your provider doesn't allow underscores in DNS record names, contact the provider's customer support department for additional assistance.
+ The validation records that you have to add to the DNS configuration for your domain are different for each AWS Region. If you want to use a domain to send email from multiple AWS Regions, you have to verify the domain in each of those Regions.
# Creating an email orchestration sending role in Amazon Pinpoint
Amazon Pinpoint uses your Amazon SES resources for sending email messages that are either part of a campaign or a journey. To set up Amazon Pinpoint to use your Amazon SES resources to send email, create or update an IAM role to grant Amazon Pinpoint access.
**Note**
You only have to create an **Orchestration sending role arn** if you're sending emails from a campaign or a journey. For direct send email, you must have permissions for `ses:SendEmail` and `ses:SendRawEmail`.
**Create orchestration sending role arn**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to update email settings for.
1. In the navigation pane, under **Settings**, choose **Email**.
1. On the **Identities** tab, choose **Edit**.
1. Choose **Enable campaigns and journeys for this email channel**.
1. For **IAM role** choose either:
+ **Create a new role** (Recommended) – To have Amazon Pinpoint create the IAM role and configure the IAM roles permissions. Enter a name for the IAM role in **IAM role name**.
+ **Use an existing role** – If you have an existing IAM role that already contains permissions to allow Amazon Pinpoint access to `ses:SendEmail` and `ses:SendRawEmail` then choose that IAM role from the drop down list. If you need to create the IAM role, see [IAM role for sending email through Amazon SES](https://docs.aws.amazon.com/pinpoint/latest/developerguide/permissions-ses.html) in the [Amazon Pinpoint Developer Guide](https://docs.aws.amazon.com/pinpoint/latest/developerguide/).
1. Choose **I acknowledge that the IAM role I selected has the required permissions.**
1. Choose **Save**.
## Deleting an email orchestration sending role in Amazon Pinpoint
You can delete the **Orchestration sending role arn** when you don't want to send email messages for the project. To delete the **Orchestration sending role arn**, delete the email channel from the project.
**Important**
This action deletes the email channel from your project. Only do this if you don't want to send emails from a campaign or a journey.
To delete the email channel, use the [delete-email-channel](https://docs.aws.amazon.com/cli/latest/reference/pinpoint/delete-email-channel.html) command:
```
aws pinpoint delete-email-channel --application-id application-id
```
Where:
+ *application-id* is the ID of the Amazon Pinpoint project that contains the email channel.
The response to this command is the JSON definition of the email channel that you deleted.
## Find your email orchestration sending role ARN in Amazon Pinpoint
For Amazon Pinpoint to begin email through Amazon SES, delegate the required permissions to Amazon Pinpoint. When the IAM role is set up, Amazon Pinpoint uses the **Orchestration sending role arn** to send email through Amazon SES. If the **Orchestration sending role arn** is present, then the project has delegated the permissions to Amazon Pinpoint.
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to update email settings for.
1. In the navigation pane, under **Settings**, choose **Email**.
1. On the **Identities** tab, you can view your **Orchestration sending role arn**.
# Monitoring email activity with Amazon Pinpoint
For emails that you send for a project, Amazon Pinpoint provides options for monitoring your email activity.
## Amazon Pinpoint analytics
The **Analytics** pages on the Amazon Pinpoint console provide many email-related metrics for the campaigns and transactional messages that you send for a project. For example, you can view the number of email endpoints that you can send messages to, and the number of endpoints that you've already sent messages to. Also, you can view the open, click, and opt-out rates for messages that you've already sent. For campaign messages, you can view these metrics across all of your campaigns or for individual campaigns. To learn more about these metrics and how to view them, see [Amazon Pinpoint analytics](analytics.md).
Amazon Pinpoint provides similar metrics for email that you send for a journey. For example, you can view the number of messages that were opened by participants in each activity of a journey. After you publish a journey, you can view the data for these metrics by using the **Journey metrics** pane in the journey workspace. To learn more about these metrics, see [View journey metrics](journeys-metrics.md).
## Streaming email event data
To monitor data, such as successful and failed email deliveries, configure Amazon Pinpoint to stream email event data to Amazon Kinesis Data Streams or Amazon Data Firehose. Then, you can use the Kinesis platform to analyze this email data. For more information, see [Streaming Amazon Pinpoint events to Kinesis](analytics-streaming.md#analytics-streaming-kinesis).
For examples of the event data that Amazon Pinpoint streams to Kinesis, see [Email events](https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams-data-email.html) in the *Amazon Pinpoint Developer Guide*.
## Viewing details about email usage
The **Email usage and restrictions** section of the **Email** settings page provides information about email usage for your Amazon Pinpoint account. You can see how many emails have been sent from your account during the past 24 hours. You can compare that number to the maximum number of emails that your account is allowed to send during a 24-hour period, referred to as your *sending quota*. You can also see the maximum number of emails that you can send per second, referred to as your *sending rate*. For additional detailed reports, see the analytics pages for [Campaigns](analytics-campaigns.md) and [Transactional messaging](analytics-transactional-messages.md).
**Note**
The email sending quota, rate, and usage values that are shown in this section apply to your entire AWS account in the current AWS Region. If you've used Amazon SES to send emails in the same Region, then this section shows how many email messages you've sent from both Amazon SES and Amazon Pinpoint.
The **Email usage and restrictions** section also indicates whether your account is in the sandbox. If your account is in the sandbox, your sending quota and sending rate are set to relatively low values, and you can send email only to verified email addresses or domains. For information about requesting an increase to your sending quota or sending rate, see [Managing email sending quotas](channels-email-manage-limits.md). For information about removing your account from the sandbox, see [Amazon Pinpoint email sandbox](channels-email-setup-production-access.md).
## Tracking open and click events in email
Amazon Pinpoint automatically tracks how many of your emails were opened or clicked by their recipients. In order to track the number of opens and clicks, Amazon Pinpoint makes minor changes to the emails that you send.
First, Amazon Pinpoint adds a tiny, transparent image to the end of each email that you send. This image is hosted on an AWS server. The file name of this image is unique for each recipient. When a recipient opens an email, their email client downloads this file from our servers. When an email client downloads a tracking image from our servers, we count it as an open event.
Second, Amazon Pinpoint replaces all links in your emails with links that refer to a domain that is hosted by AWS. This link includes a parameter that is unique for each recipient. When a recipient clicks one of these links, they are first sent to the AWS-hosted domain, and then immediately redirected to their intended destination. When a recipient visits one of these redirect links, we count it as a click event.
If a message recipient clicks multiple links in a message or clicks the same link more than once, those clicks will be counted as one click if they occur within the same hour. Multiple clicks taking place at different hours will be counted as separate clicks. For example, a link is clicked at 8:30 AM and 8:45 AM it will count as one click but if the link is clicked at 8:30 AM and 9:05 AM it will count as two clicks because the hour has changed. Email opens are counted the same way as clicks.
In order to view open and click events, you have to set up event streaming. For more information about creating event streams, see [Streaming events with Amazon Pinpoint](analytics-streaming.md).
**Note**
If you have event streaming enabled you will still receive duplicate events and should handle such duplicates in your workflows accordingly.
If a recipient's email server performs link validation checks then these checks will appear as click events.
# Managing the Amazon Pinpoint email channel
You have the following options for managing your email channel with Amazon Pinpoint:
+ To enable the email channel for an existing project, or to update your email address or domain, you can use the Amazon Pinpoint console.
+ To increase your email sending quotas, you can open a quota increase case with Support.
The following sections explain how to update and manage your email channel settings.
**Topics**
+ [Updating email settings](channels-email-manage-update.md)
+ [Managing email sending quotas](channels-email-manage-limits.md)
+ [Managing configuration sets](channels-email-manage-configuration-sets.md)
+ [Enabling and disabling the email channel](channels-email-enable.md)
# Updating email settings
You can use the Amazon Pinpoint console to update the email settings for a project. For example, you can change the verified identity that's associated with the project or verify a new identity for the project.
**To update your email settings**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to update email settings for.
1. In the navigation pane, under **Settings**, choose **Email**.
1. On the **Identities** tab, choose **Edit**.
1. Under **Identity type**, choose the type of identity that you want to add or update: **Email address** or **Domain**.
1. Choose whether you want to update an existing identity or verify a new identity.
1. Enter the email address or domain, and then choose **Verify**.
If you enter an email address, Amazon Pinpoint sends a verification email to the address that you entered. Follow the instructions in the email to complete the verification process.
If you enter an email domain, the console displays a TXT record that you must add to the DNS settings for your domain.
1. Follow the instructions shown on the console. For more information about verifying an email address or domain, see [Verifying email identities](channels-email-manage-verify.md).
1. If you need to create or update your **Orchestration sending role arn**, see [Creating an email orchestration sending role in Amazon Pinpoint](channels-email-orchestration-sending-role.md).
1. When you finish, choose **Save**.
# Managing email sending quotas
To regulate the number of email messages that you can send and the rate at which you can send them, your AWS account has sending quotas. These quotas benefit all Amazon Pinpoint users because they help to maintain the trusted relationship between Amazon Pinpoint and Internet service providers (ISPs). They help you gradually ramp up your sending activity. They decrease the likelihood that ISPs will block your emails because of sudden, unexpected spikes in your email sending volume or rate.
Amazon Pinpoint provides the following sending quotas for email:
**Daily sending quota**
The maximum number of emails that you can send during a 24-hour period. This quota reflects a rolling time period. Every time you try to send an email, Amazon Pinpoint checks how many emails you sent during the previous 24 hours. If the total number of emails that you have sent is less than your quota, your send request is accepted and your email is sent. If you have already sent your full quota, your send request is rejected with a throttling exception. For example, if your daily sending quota is 50,000, and you sent 15,000 emails during the previous 24 hours, then you can send another 35,000 emails right away. If you have already sent 50,000 emails during the previous 24 hours, you can't send more emails until some of the previous sending rolls out of its 24-hour window.
The sending quota, sending rate, and sandbox limits are shared between the two services in the same region. If you use Amazon SES in us-east-1, and you’ve been removed from the sandbox and had your sending quota/rate increased, then those changes all apply to your Pinpoint account in us-east-1.
**Maximum sending rate**
The maximum number of emails that Amazon Pinpoint can accept from your account per second. You can exceed this quota for short bursts, but not for a sustained period of time.
The rate at which Amazon Pinpoint accepts your messages might be less than the maximum sending rate.
When your account is in the Amazon Pinpoint sandbox, your sending quota is 200 messages per 24-hour period and your maximum sending rate is one message per second. To increase these values, you can [request production access for email](channels-email-setup-production-access.md). After your account moves out of the sandbox and you start sending emails, you can increase your quotas further by submitting a quota increase request to AWS Support.
## Increasing your sending quotas
When your account is out of the sandbox, your sending quotas increase if you're sending high-quality content and we detect that your utilization is approaching your current quotas. Often, the system automatically increases your quotas, and no further action is needed.
If your existing quotas are not adequate for your needs and the system did not increase your quotas automatically, you can open an Amazon Pinpoint quota increase case in AWS Support Center.
**Important**
Plan ahead. Be aware of your sending quotas and try to stay within them. If you anticipate needing higher quotas than the system allocated, open an Amazon Pinpoint quota increase case well before the date when you need the higher quotas.
If you anticipate needing to send more than one million emails per day, you must open an Amazon Pinpoint quota increase case.
For Amazon Pinpoint to increase your sending quotas, use the following guidelines:
+ **Send high-quality content** – Send content that recipients want and expect.
+ **Send real production content** – Send your actual production email. This enables Amazon Pinpoint to accurately evaluate your sending patterns, and verify that you are sending high-quality content.
+ **Send near your current daily quota** – If your volume stays close to your daily sending quota without exceeding it, Amazon Pinpoint detects this usage pattern and can automatically increase your quota.
+ **Have low bounce and complaint rates** – Try to minimize the numbers of bounces and complaints. High numbers of bounces and complaints can adversely affect your sending quotas.
**Important**
If you send test emails to your own email addresses, they may adversely affect your bounce and complaint metrics, or appear as low-quality content to our filters. Whenever possible, use the Amazon Simple Email Service (Amazon SES) mailbox simulator to test your system. Emails that are sent to the mailbox simulator do not count toward your sending metrics or your bounce and complaint rates. For more information, see [Sending test emails in Amazon SES](https://docs.aws.amazon.com/ses/latest/dg/send-an-email-from-console.html).
## Requesting a quota increase
To request higher sending quotas for Amazon Pinpoint, open a case in AWS Support Center by using the following instructions.
**To request a sending quota increase**
1. Sign in to the AWS Management Console at [https://console.aws.amazon.com/](https://console.aws.amazon.com/).
1. On the **Support** menu, choose **Support Center**.
1. On the **Open support cases** tab, choose **Create case**.
1. Choose the **Looking for service limit increases?** link.
1. For **Limit type**, choose **Pinpoint Email**.
1. (Optional) Complete the following information:
+ For **Mail Type**, choose the type of email that you send. If multiple values apply, choose the option that applies to the majority of the emails that you send.
+ For **Website URL**, enter the URL of your website. Providing this information helps us better understand the type of content that you send.
+ For **Describe, in detail, how you will only send to recipients who have specifically requested your mail**, explain how you make sure that you send emails only to recipients who want to receive email from you.
+ For **Describe in detail the process that you will follow when you receive bounce and complaint notifications**, explain how you process bounces and complaints about the emails that you send.
+ For **Will you comply with AWS Service Terms and AUP**, choose the option that applies to your use case.
1. Under **Requests** complete the following:
+ For **Region**, choose the AWS Region that your request applies to.
+ For **Limit**, choose one of the following options:
+ To increase the number of messages that you can send per day, choose **Desired Daily Email Sending Quota**.
+ To increase the number of messages you can send per second, choose **Desired Maximum Email Send Rate**.
+ For **New limit value**, enter the new amount that you are requesting for the quota. Request only the amount that you think you will need. We can't guarantee that you will receive the amount that you request. The larger your request, the more justification you need to provide to have your request granted.
**Note**
Your request applies only to the AWS Region that you chose at the beginning of this step. To request a quota increase for another AWS Region, choose **Add another request**. Then complete the **Region**, **Limit**, and **New limit value** fields for the additional Region. Repeat this process for each Region that you want to request a quota increase for.
1. Under **Case description**, for **Use case description**, describe how you send email using Amazon Pinpoint, in as much detail as possible. For example, describe the type of emails that you send and how they fit into your business. The more you indicate that you send high-quality email messages to recipients who want and expect them, the more likely we are to approve your request.
1. Under **Contact options**, for **Preferred contact language**, choose the language you want to receive communications for this case in.
1. When you finish, choose **Submit**.
The AWS Support team provides an initial response to your request within 24 hours.
In order to prevent our systems from being used to send unsolicited or malicious content, we have to consider each request carefully. If we’re able to do so, we'll grant your request within this 24-hour period. However, if we need to obtain additional information from you, it might take longer to resolve your request.
We might not be able to grant your request if your use case doesn’t align with our policies.
## Checking the status of your request
After you submit your request, we review your case. To check the status of your request, complete the following steps.
**To check the status of your quota increase request**
1. Sign in to the AWS Management Console at [https://console.aws.amazon.com/](https://console.aws.amazon.com/).
1. On the **Support** menu, choose **Support Center**.
1. On the **Open support cases** tab, choose **View all cases**.
1. Under **Case history**, choo e the sending quota increase request case.
1. Review the messages in the **Correspondence** section. The messages in this section tell you if your request was accepted or rejected. If your request was accepted, the message specifies your daily and per-second sending quotas.
If your account is in the email sandbox and you are granted a sending quota increase, your account is automatically taken out of the sandbox. After your account is out of the sandbox, you can send email to non-verified addresses. However, you must still verify your sending addresses and domains.
Over time, we will gradually increase your sending quotas. If your needs exceed the gradual increase, you can open another request to increase your sending quotas.
# Managing configuration sets
Configuration sets are groups of rules that you can apply to the emails that you send. When you apply a configuration set to an email, all of the rules in that configuration set are applied to the email. For example, you can configure a configuration set so that emails are only sent using a group of IP addresses (known as an *IP pool*) that you specify.
You can use configuration sets in both Amazon Pinpoint and Amazon Simple Email Service (Amazon SES). Configuration sets rules that you configure in Amazon SES are also applied to email messages that you send using Amazon Pinpoint.
You can view a list of configuration sets for your account in the Amazon Pinpoint console. However, you must use Amazon SES to setup and manage configuration sets. For more information about creating configuration sets, see [Creating configuration sets](https://docs.aws.amazon.com/ses/latest/dg/creating-configuration-sets.html) in the *Amazon Simple Email Service Developer Guide*.
## Viewing a list of configuration sets
**To view a list of configuration sets in the Amazon Pinpoint console**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, under **Email**, choose **Configuration sets**.
## Applying a configuration set to an email identity
To use configuration sets with Amazon Pinpoint, you have to specify a default configuration set for the email identity (that is, the email address or domain) that you use to send email through Amazon Pinpoint. You can set up default configuration sets in the Amazon SES console.
When you set a default configuration set for an identity, all emails that you send through that identity are sent using that configuration set, unless you specify a different one. Currently, Amazon Pinpoint doesn't allow you to specify a different configuration set, so the only way to use configuration sets is to specify a default configuration set.
**Note**
The following procedure assumes that you've already verified an identity. Identities that you verify in Amazon SES are available in Amazon Pinpoint, and the other way around. For more information, see [Verifying email identities](channels-email-manage-verify.md).
This procedure also assumes that you've created a configuration set.
**To specify a default configuration set for an identity**
1. Open the Amazon SES console at [https://console.aws.amazon.com/ses/](https://console.aws.amazon.com/ses/).
1. In the navigation pane, under **Configuration**, choose **Verified identities**.
1. In the list of identities, choose the identity that you want to specify a default configuration set for.
1. On the **Configuration set** tab, choose **Edit**.
1. Select **Assign a default configuration set**.
1. For **Default configuration set**, choose the configuration set that you want to use for this identity, and then choose **Save changes**.
# Enabling and disabling the email channel
To send email for campaigns and journeys in the current project, you first have to enable the email channel for the project. If you don't plan to send email for any campaigns or journeys in a project, you can disable the email channel for the project.
Note that you don't need to enable the email channel to send transactional emails, which are emails that are typically sent only once in response to a specific action. For information about sending transactional email, see [Sending email in Amazon Pinpoint](channels-email-send.md).
**To enable the email channel for a project**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to enable the email channel for.
1. In the navigation pane, under **Settings**, choose **Email**.
1. On the **Identities** tab, choose **Edit**.
1. Select **Enable the email channel for this project**.
1. If you haven't verified an email identity yet, complete the appropriate procedure in [Verifying email identities](channels-email-manage-verify.md). Otherwise, choose the identity that you want to use.
1. Choose **Save**.
The process for disabling the email channel is similar. If you disable the email channel, you can't send emails for any campaigns or journeys in the project. However, you can send transactional emails from your Amazon Pinpoint account.
**To disable the email channel**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to disable the email channel for.
1. In the navigation pane, under **Settings**, choose **Email**.
1. On the **Identities** tab, choose **Edit**.
1. Clear **Enable the email channel for this project**, and then choose **Save**.
# Sending email in Amazon Pinpoint
Before you can use Amazon Pinpoint to send an email, complete the procedures in [Setting up the Amazon Pinpoint email channel](channels-email-setup.md).
There are several types of email that you can send using Amazon Pinpoint: campaign-based email, journey-based email, and transactional email. *Campaign-based emails* are messages that are sent either one time or on a recurring schedule, and that target customers based on their attributes. *Journey-based emails* are messages that are sent when participants in a journey arrive at an email activity as part of a larger workflow. *Transactional emails* are sent one time only, and are typically sent in response to another action occurring. For example, you can use transactional messages to send an email when a customer chooses the "Forgot my password" link in your app, or to send a confirmation when a customer places an order on your site.
In Amazon Pinpoint, you typically use the web-based management console to send campaign-based emails and journey-based emails, whereas transactional emails are usually sent from applications that use an AWS SDK or call the Amazon Pinpoint API directly.
When you send a campaign-based email, you first create a [segment](segments-building.md). A segment is a group of recipients for the campaign. Next, you create a campaign. In Amazon Pinpoint, a campaign consists of one or more target segments, a message, and a delivery schedule for that message. To learn about creating campaigns, see [Amazon Pinpoint campaigns](campaigns.md).
When you send a journey-based email, you also start by creating a [segment](segments-building.md). A segment is a group of participants in the journey. Next, you create an email template for each message that you want activities in the journey to send. Then, you create the journey. To learn about creating journeys, see [Amazon Pinpoint journeys](journeys.md).
To send a transactional email, you can use the `SendMessage` operation of the Amazon Pinpoint API. To learn more about using the Amazon Pinpoint API, see the [Amazon Pinpoint API Reference](https://docs.aws.amazon.com/pinpoint/latest/apireference/). For code examples that show how to send email using various AWS SDKs, see [Send transactional email messages](https://docs.aws.amazon.com/pinpoint/latest/developerguide/send-messages-email.html) in the *Amazon Pinpoint Developer Guide*.
# Using dedicated IP addresses with Amazon Pinpoint
When you create a new Amazon Pinpoint account, your emails are sent from IP addresses that are shared with other Amazon Pinpoint users. For [an additional monthly charge](https://aws.amazon.com/pinpoint/pricing/#Dedicated_IP_Addresses), you can lease dedicated IP addresses that are reserved for your exclusive use. Both of these options offer unique benefits and drawbacks, which are summarized in the following table.
****
| Benefit | Shared IP addresses | Dedicated IP addresses |
| --- | --- | --- |
| [Ready to use with no additional setup](#channels-email-dedicated-ips-simplicity) | Yes | No |
| [Reputation managed by AWS](#channels-email-dedicated-ips-managed-reputation) | Yes | No |
| [Good for customers with continuous, predictable sending patterns](#channels-email-dedicated-ips-sending-patterns) | Yes | Yes |
| [Good for customers with less predictable sending patterns](#channels-email-dedicated-ips-sending-patterns) | Yes | No |
| [Good for high-volume senders](#channels-email-dedicated-ips-sending-volumes) | Yes | Yes |
| [Good for low-volume senders](#channels-email-dedicated-ips-sending-volumes) | Yes | No |
| [Additional monthly costs](#channels-email-dedicated-ips-costs) | No | Yes |
| [Complete control over sender reputation](#channels-email-dedicated-ips-reputation-control) | No | Yes |
| [Isolates reputation by email type, recipient, or other factors](#channels-email-dedicated-ips-isolate-reputation) | No | Yes |
| [Provides known IP addresses that never change](#channels-email-dedicated-ips-known-addresses) | No | Yes |
**Important**
If you don't plan to send large volumes of email on a regular and predictable basis, we recommend that you use shared IP addresses. If you use dedicated IP addresses in use cases that involve sending low volumes of email, or if your sending patterns are highly irregular, you might experience deliverability issues.
## Ease of setup
If you choose to use shared IP addresses, then you don't need to perform any additional configuration. Your Amazon Pinpoint account is ready to send emails as soon as you verify an email address and move out of the sandbox.
If you choose to lease dedicated IP addresses, you have to determine how many dedicated IP addresses you need, submit a request, and optionally [create dedicated IP pools](channels-email-dedicated-ips-pools.md).
## Reputation managed by AWS
IP address reputations are based largely on historical sending patterns and volume. An IP address that sends consistent volumes of email over a long period of time usually has a good reputation.
Shared IP addresses are used by several Amazon Pinpoint customers. Together, these customers send a large volume of email. AWS carefully manages this outbound traffic in order to maximize the reputations of the shared IP addresses.
If you use dedicated IP addresses, it's your responsibility to maintain your sender reputation by sending consistent and predictable volumes of email.
## Predictability of sending patterns
An IP address with a consistent history of sending email has a better reputation than one that suddenly starts sending out large volumes of email with no prior sending history.
If your email sending patterns are irregular (they don't follow a predictable pattern), then shared IP addresses are a better fit for your needs. When you use shared IP addresses, you can increase or decrease your email-sending patterns as the situation demands.
If you use dedicated IP addresses, you have to warm up those addresses by sending an amount of email that gradually increases every day. The process of warming up new IP addresses is described in [Warming up dedicated IP addresses](channels-email-dedicated-ips-warming.md). After your dedicated IP addresses are warmed up, you must then maintain a consistent sending pattern.
## Volume of outbound email
Dedicated IP addresses are more appropriately suited for customers who send large volumes of email. Most internet service providers (ISPs) only track the reputation of a given IP address if they receive a significant volume of mail from that address. For each ISP with which you want to cultivate a reputation, you should send several hundred emails within a 24-hour period at least once per month.
In some cases, you might be able to use dedicated IP addresses if you don't send large volumes of email. For example, dedicated IP addresses might work well if you send to a small, well-defined group of recipients whose mail servers accept or reject email using a list of specific IP addresses, rather than IP address reputation.
## Additional costs
The use of shared IP addresses is included in the standard Amazon Pinpoint pricing. Leasing dedicated IP addresses incurs an extra monthly cost beyond the standard costs that are associated with sending email using Amazon Pinpoint. Each dedicated IP address incurs a separate monthly charge. For pricing information, see the [Amazon Pinpoint pricing page](https://aws.amazon.com/pinpoint/pricing/).
## Control over sender reputation
When you use dedicated IP addresses, your Amazon Pinpoint account is the only one that is able to send email from those addresses. For this reason, the sender reputation of the dedicated IP addresses that you lease is determined by your email-sending practices.
## Ability to isolate sender reputation
By using dedicated IP addresses, you can isolate your sender reputation for different components of your email program. If you lease more than one dedicated IP address for use with Amazon Pinpoint, you can create *dedicated IP pools*—groups of dedicated IP addresses that can be used for sending specific types of email. For example, you can create one pool of dedicated IP addresses for sending marketing email, and another for sending transactional email. To learn more, see [Creating dedicated IP pools](channels-email-dedicated-ips-pools.md).
## Known, unchanging IP addresses
When you use dedicated IP addresses, you can find the values of the addresses that send your mail in the **Dedicated IPs** page of the Amazon Pinpoint console. Dedicated IP addresses don't change.
With shared IP addresses, you don't know the IP addresses that Amazon Pinpoint uses to send your mail, and they can change at any time.
# Requesting and relinquishing dedicated IP addresses
This section describes how to request and relinquish dedicated IP addresses by submitting a request in the [AWS Support Center](https://console.aws.amazon.com/support/home#/). We charge your account an additional monthly fee for each dedicated IP address that you lease for use with Amazon Pinpoint. For more information about the costs associated with dedicated IP addresses, see [Amazon Pinpoint pricing](https://aws.amazon.com/pinpoint/pricing/#Optional_Charges).
## Best practices for working with dedicated IP addresses
Although there's no minimum commitment, we recommend that you lease more than one dedicated IP address in each AWS Region where you use Amazon Pinpoint. Each AWS Region consists of multiple physical locations, called *Availability Zones*. When you lease more than one dedicated IP address, we distribute those addresses as evenly as possible across the Availability Zones in the AWS Region that you specified in your request. Distributing your dedicated IP addresses across Availability Zones in this way increases the availability and redundancy of your dedicated IP addresses.
For a list of all the Regions where Amazon Pinpoint is currently available, see [Amazon Pinpoint endpoints and quotas](https://docs.aws.amazon.com/general/latest/gr/pinpoint.html) in the *Amazon Web Services General Reference*. To learn more about the number of Availability Zones that are available in each Region, see [AWS global infrastructure](https://aws.amazon.com/about-aws/global-infrastructure/).
## Requesting dedicated IP addresses
The following steps show how to request dedicated IP addresses by creating a case in the AWS Support Center. You can use this process to request as many dedicated IP addresses as you need.
**To request dedicated IP addresses**
1. Sign in to the AWS Management Console at [https://console.aws.amazon.com/](https://console.aws.amazon.com/).
1. On the **Support** menu, choose **Support Center**.
1. On the **My support cases** tab, choose **Create case**.
1. Under **Create case**, choose **Service quota increase**.
1. Under **Case classification**, complete the following sections:
+ For **Quota type**, choose **Pinpoint Email**.
+ For **Mail Type**, choose the type of email that you plan to send using your dedicated IP addresses. If multiple values apply, choose the option that applies to the majority of the email that you plan to send.
+ For **Website URL**, enter the URL of your website. Providing this information helps us better understand the type of content that you plan to send.
+ For **Describe in detail how you will only send to recipients who have specifically requested your mail**, explain how you will make sure that you use your dedicated IP addresses to send email only to recipients who want to receive email from you.
+ For **Describe in detail the process that you will follow when you receive bounce and complaint notifications**, explain how you will process bounces and complaints about the email that you plan to send using your dedicated IP addresses.
+ For **Will you comply with AWS Service Terms and AUP**, choose the option that applies to your use case.
1. Under **Requests**, complete the following sections:
+ For **Region**, choose the AWS Region that your request applies to.
+ For **Quota**, choose **Desired Maximum Email Send Rate**.
+ For **New quota value**, enter the maximum number of messages that you need to be able to send per second. We use this value to calculate the number of dedicated IP addresses that you need to implement for your use case. For this reason, the estimate that you provide should be as accurate as possible.
**Note**
A single dedicated IP address can be used only in the AWS Region that you choose in this step. If you want to request dedicated IP addresses for use in another AWS Region, choose **Add another request**. Then complete the **Region**, **Quota**, and **New quota value** fields for the additional Region. Repeat this process for each Region that you want to use dedicated IP addresses in.
1. Under **Case description**, for **Use case description**, state that you want to request dedicated IP addresses. If you want to request a specific number of dedicated IP addresses, mention that as well. If you don't specify a number of dedicated IP addresses, we provide the number of dedicated IP addresses that are necessary to meet the sending rate requirement that you specified in the previous step.
Next, describe how you plan to use dedicated IP addresses to send email using Amazon Pinpoint. Include information about why you want to use dedicated IP addresses instead of shared IP addresses. This information helps us better understand your use case.
1. Under **Contact options**, for **Preferred contact language**, choose whether you want to receive communications for this case in **English** or **Japanese**.
1. When you finish, choose **Submit**.
After you submit the form, we evaluate your request. If we grant your request, we reply to your case in Support Center to confirm that your new dedicated IP addresses are associated with your account.
## Relinquishing dedicated IP addresses
If you no longer need dedicated IP addresses that are associated with your account, you can relinquish them by completing the following steps.
**Important**
The process of relinquishing a dedicated IP address can't be reversed. If you relinquish a dedicated IP address in the middle of a month, we prorate the monthly dedicated IP usage fee, based on the number of days that have elapsed in the current month.
**To relinquish dedicated IP addresses**
1. Sign in to the AWS Management Console at [https://console.aws.amazon.com/](https://console.aws.amazon.com/).
1. On the **Support** menu, choose **Support Center**.
1. On the **My support cases** tab, choose **Create case**.
1. Under **Create case**, choose **Service quota increase**.
1. Under **Case classification**, complete the following sections:
+ For **Quota type**, choose **Pinpoint Email**.
+ For **Mail Type**, choose any value.
+ For **Will you comply with the AWS Service Terms and AUP**, choose the option that applies to your use case.
1. Under **Requests**, complete the following sections:
+ For **Region**, choose the AWS Region that your request applies to.
**Note**
Dedicated IP addresses are unique to each AWS Region, so it's important to select the Region that the dedicated IP address is associated with.
+ For **Quota**, choose **Desired Maximum Email Send Rate**.
+ For **New quota value**, enter any number. The number that you enter here isn't important—you specify the number of dedicated IP addresses that you want to relinquish in the next step.
**Note**
A single dedicated IP address can be used in only a single AWS Region. If you want to relinquish dedicated IP addresses that you used in other AWS Regions, choose **Add another request**. Then complete the **Region**, **Quota**, and **New quota value** fields for the additional Region. Repeat this process for each dedicated IP address that you want to relinquish.
1. Under **Case Description**, for **Use case description**, indicate that you want to relinquish existing dedicated IP addresses. If you currently lease more than one dedicated IP address, include the number of dedicated IP addresses that you want to relinquish.
1. Under **Contact options**, for **Preferred contact language**, choose whether you want to receive communications for this case in **English** or **Japanese**.
1. When you finish, choose **Submit**.
After we receive your request, we send you a message that asks you to confirm that you want to relinquish your dedicated IP addresses. After you confirm that you want to relinquish the IP addresses, we remove them from your account.
# Viewing a list of dedicated IP addresses that are associated with your account
You can view a list of dedicated IP addresses that are associated with your Amazon Pinpoint account in the current AWS Region. These IP addresses are available for use with both Amazon Pinpoint and Amazon Simple Email Service (Amazon SES).
You can also use the Amazon Pinpoint console to quickly determine if any of your dedicated IP addresses have been listed on Domain Name System-based Blackhole Lists (*DNSBLs*). DNSBLs are also called *Realtime Blackhole Lists* (*RBLs*), *deny lists*, *blocklists*, or *blacklists*). DNSBLs are lists of IP addresses that are suspected of sending spam, malicious content, or other unsolicited messages. Different DNSBLs have different impacts on email deliverability. The lists offered by Spamhaus have the most serious impact on email delivery.
**To view a list of dedicated IPs in your account**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, under **Email**, choose **Dedicated IPs**.
The list of IP addresses also includes the following information:
**Listing date**
If the IP address is currently listed on a DNSBL, this field shows the date when it was most recently added.
**Reputation**
A description of the health of the IP address.
**Blacklist name**
If the IP address is currently listed on a DNSBL, this field shows the name of the list that it's listed on.
**Blacklist reason**
If the IP address is currently listed on a DNSBL, this field displays the reason that the address was added to the list. This text is provided by the list providers themselves. Some providers offer detailed explanations, while others offer generic information.
# Warming up dedicated IP addresses
When determining whether to accept or reject a message, email service providers consider the reputation of the IP address that sent it. One of the factors that contributes to the reputation of an IP address is whether the address has a history of sending high-quality email. Email providers are less likely to accept mail from new IP addresses that have little or no history. Email sent from IP addresses with little or no history might end up in recipients' junk mail folders, or might be blocked altogether.
When you start sending email from a new IP address, you should gradually increase the amount of email you send from that address before using it to its full capacity. This process is called *warming up* the IP address.
The amount of time that's required to warm up an IP address varies between email providers. For some email providers, you can establish a positive reputation in around two weeks, while for others it might take up to six weeks. When warming up a new IP address, you should send emails to your most active users to ensure that your complaint rate remains low. You should also carefully examine your bounce messages and send less email if you receive a high number of blocking or throttling notifications.
## Automatically warm up dedicated IP addresses
When you request dedicated IP addresses, Amazon Pinpoint automatically warms them up to improve the delivery of emails you send. The automatic IP address warm-up feature is enabled by default.
The steps that happen during the automatic warm-up process depend on whether you already have dedicated IP addresses:
+ When you request dedicated IP addresses for the first time, Amazon Pinpoint distributes your email sending between your dedicated IP addresses and a set of addresses that are shared with other Amazon Pinpoint customers. Amazon Pinpoint gradually increases the number of messages sent from your dedicated IP addresses over time.
+ If you already have dedicated IP addresses, Amazon Pinpoint distributes your email sending between your existing dedicated IPs (which are already warmed up) and your new dedicated IPs (which aren't warmed up). Amazon Pinpoint gradually increases the number of messages that are sent from your new dedicated IP addresses over time.
After you warm up a dedicated IP address, you should send around 1,000 emails every day to each email provider that you want to maintain a positive reputation with. You should perform this task on each dedicated IP address that you use with Amazon Pinpoint.
You should avoid sending large volumes of email immediately after the warm-up process is complete. Instead, slowly increase the number of emails you send until you reach your target volume. If an email provider sees a large, sudden increase in the number of emails being sent from an IP address, they might block or throttle the delivery of messages from that address.
# Creating dedicated IP pools
If you purchased several dedicated IP addresses to use with Amazon Pinpoint, you can create groups of those addresses. These groups are called *dedicated IP pools*. A common scenario is to create one pool of dedicated IP addresses for sending marketing communications, and another for sending transactional emails. Your sender reputation for transactional emails is then isolated from that of your marketing emails. In this scenario, if a marketing campaign generates a large number of complaints, the delivery of your transactional emails isn't impacted.
Dedicated IP pools are available for use in both Amazon Pinpoint and Amazon Simple Email Service (Amazon SES). When you create a dedicated IP pool, you have to choose a configuration set to associate it with. Currently, you can only manage configuration sets and IP pools using Amazon SES. For more information about setting up configuration sets, see [Creating configuration sets](https://docs.aws.amazon.com/ses/latest/dg/creating-configuration-sets.html) in the *Amazon Simple Email Service Developer Guide*. For more information about setting up dedicated IP pools, see [Creating dedicated IP pools]() in the *Amazon Simple Email Service Developer Guide*.
In order to use configuration sets (and therefore, dedicated IP pools) with Amazon Pinpoint, you must configure the configuration set as the default configuration set for the email identities that you use with Amazon Pinpoint. For more information, see [Applying a configuration set to an email identity](channels-email-manage-configuration-sets.md#channels-email-manage-configuration-sets-applying).
# The Amazon Pinpoint Deliverability dashboard
The Deliverability dashboard helps you identify and address issues that could impact the delivery of the emails that you send. By addressing the issues that the Deliverability dashboard identifies, you can increase the chances that the emails you send from Amazon Pinpoint and Amazon Simple Email Service (Amazon SES) arrive in your customers' inboxes, instead of their junk mail folders.
**Important**
There are additional fees associated with using the Deliverability dashboard. To learn more about these fees, see the [Amazon Pinpoint pricing page](https://aws.amazon.com/pinpoint/pricing/).
You can access the Deliverability dashboard by using the Amazon Pinpoint console.
**To view the Deliverability dashboard**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, choose **Deliverability dashboard**.
**Topics**
+ [Amazon Pinpoint domain reputation page](channels-email-deliverability-dashboard-domain.md)
+ [IP reputation](channels-email-deliverability-dashboard-ip-address.md)
+ [Bounce and complaint rates](channels-email-deliverability-dashboard-bounce-complaint.md)
+ [Campaign delivery metrics](channels-email-deliverability-dashboard-campaign-delivery.md)
+ [Inbox placement tests](channels-email-deliverability-dashboard-pipt.md)
+ [Deliverability dashboard settings](channels-email-deliverability-dashboard-settings.md)
# Amazon Pinpoint domain reputation page
The **Domain reputation** page contains information about the domains that you use to send email, including their engagement rates, inbox placement rates, and denylist activities.
Choose a domain from the **Domain** menu to see information about that domain, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/channels-email-deliverability-dashboard-overview.png)
## Summary
This section contains information about the percentage of emails from a specific domain that arrived in your customers' inboxes. It also provides information about the percentage of emails that your customers engaged with by opening them or by clicking links in them. Finally, it shows the number of denylists that the IP addresses associated with the domain are on.
**Note**
The information in this section contains general guidance, as opposed to exact metrics. If you need precise metrics related to the delivery of your mail and engagement with it, we recommend that you set up [Streaming events with Amazon Pinpoint](analytics-streaming.md).
To view data in this section, choose a subscribed domain, as shown in the following image. When you choose a domain, data appears in the **Summary**, **Inbox placement by email provider**, and **Denylist activities** sections.
When you choose a domain and a date range, the **Deliverability overview** section shows the following information:
+ **Engagement rate** – The percentage of email sent from the selected domain that recipients opened or clicked links in. When determining whether to deliver your email to recipient's inboxes, many email providers (especially larger ones) consider how often recipients engaged with email sent from your domain in the past month or two. For this reason, you should try to maintain an engagement rate of at least 25%.
+ **Inbox placement rate** – The percentage of email sent from the selected domain that arrived in recipients' inboxes. An inbox placement rate of around 80% is considered average.
+ **Denylist activities** – The number of denylists that IP addresses associated with the domain appear on. To learn more about denylists, see [Denylist activities](#channels-email-deliverability-dashboard-domain-denylist).
### Alarms
On the **Alarms** tab, you can create alarms that send you notifications for any of the metrics in the **Summary** section.
**To create an alarm**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, choose **Deliverability dashboard**.
1. On the **Alarms** tab, choose **Create alarm**.
1. On the **Create alarm** page, do the following:
1. For **Alarm name**, enter a name that helps you easily identify the alarm.
1. For **Send notification when the**, choose one of the following options:
+ **Inbox placement rate** – When you choose this option, the alarm considers the inbox placement rate across all email providers.
+ **Inbox placement rate** – When you choose this option, the alarm considers the inbox placement rate for specific email providers, such as Gmail or Yahoo. When you choose this option, you also have to choose the email provider that the alarm applies to.
1. Configure the values that cause the alarm to be triggered. For example, if you want to be notified when the inbox placement rate for your account is 75% or less, choose **<=**. Then enter a value of **75**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_domain_alarms_threshold.png)
1. Specify the amount of time that has to elapse before the alarm is triggered. For example, you can configure the alarm so that it only sends a notification when the inbox placement rate goes below a certain rate and stays below that rate for more than two days. In this example, next to **for at least**, enter a value of **2**. Then, next to **consecutive period(s) of**, choose **1 day**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_domain_alarms_period.png)
1. Under **Notification method**, choose one of the following options:
+ **Use an existing SNS topic** – Choose this option if you've already created an Amazon SNS topic and subscribed endpoints to it.
+ **Create a new topic** – Choose this option if you haven't yet created an Amazon SNS topic, or if you want to create a new topic.
**Note**
When you create a new topic, you must subscribe one or more endpoints to it. For more information, see [Subscribing an Amazon SNS topic](https://docs.aws.amazon.com/sns/latest/dg/sns-create-subscribe-endpoint-to-topic.html) in the *Amazon Simple Notification Service Developer Guide*.
1. (Optional) You can choose or create more than one Amazon SNS topic. To add a topic, choose **Notify an additional SNS topic**.
1. When you finish, choose **Create**.
## Inbox placement by email provider
This section shows you how different email providers handled the email that was sent from your domain during the selected time period. The email providers analyzed in this section include Gmail, Hotmail, Yahoo, and AOL. This section also contains a category called **Others**. This category includes internet service providers and regional providers. When combined, the delivery metrics in this section represent a vast majority of all consumer email sent worldwide.
This section includes average rates for inbox placement and spam folder placement for each email provider. It also includes a chart, shown in the following image, that displays the inbox placement rate for each provider for every day in the analysis period. You can use the information in this chart to help identify campaigns that resulted in poor delivery rates.
**Note**
You can use the date filter to choose a date range that contains up to 30 days.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/channels-email-deliverability-dashboard-domain-reputation.png)
## Denylist activities
This section helps you to quickly identify denylist events that could impact the delivery of emails sent from your domain. A *denylist* is a list of IP addresses that are suspected of sending unsolicited or malicious email. Different denylist providers have different criteria for adding IP addresses to their lists, and for removing ("delisting") IP addresses from their lists. Additionally, each email provider uses a different denylist or set of denylists. Also, each provider weighs denylisting events differently. If one of your dedicated IP addresses is listed in this section, it doesn't necessarily mean that there will be any impact on the delivery of your email.
If one of your dedicated IP addresses appears in this section, contact the organization that manages the denylist, and request that your IP address be removed. The following table includes a list of denylist operators that are considered in this section, and includes links to their procedures for delisting an IP address.
| Denylist operator | Link to delisting procedures |
| --- | --- |
| Spamhaus | [Spamhaus website](https://www.spamhaus.org/lookup/) |
| Barracuda | [Barracuda website](https://www.barracudacentral.org/rbl/removal-request) |
| Cloudmark Sender Intelligence (CSI) | [Cloudmark sender intelligence website](https://csi.cloudmark.com/en/reset/) |
| LashBack | [LashBack website](https://blacklist.lashback.com/) |
| Passive Spam Block List (PSBL) | [Passive spam block list website](https://psbl.org/remove) |
| SpamCop | [SpamCop website](https://www.spamcop.net/fom-serve/cache/298.html) |
## Domain authentication
This section contains information about the various methods that you can use to authenticate your domains. To configure DKIM or SPF authentication for a domain, you must add specific records to the DNS configuration for the domain. To view these records, choose **View the DNS record**.
The procedures for updating the DNS records for a domain vary depending on which DNS or web hosting provider that you use. See your provider's documentation for more information about adding DNS records.
# IP reputation
The **IP address reputation** page contains information about the denylist activities for the dedicated IP addresses that you use to send email by using Amazon Pinpoint and Amazon Simple Email Service (Amazon SES).
## Overview
The **Overview** tab lists every dedicated IP address that's associated with your Amazon Pinpoint and Amazon SES accounts, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/channels-email-deliverability-dashboard-ip-address.png)
If the value in the **Reputation** column is *High*, then there are no denylist activities that impact the reputation of that IP address. If the IP address appears on a denylist, the name of that denylist is shown in the **Blacklist name** column.
If one of your dedicated IP addresses appears in this section, contact the organization that manages the denylist, and request that your IP address be removed. The following table includes a list of denylist operators that are considered in this section, and includes links to their procedures for delisting an IP address.
| Denylist operator | Link to delisting procedures |
| --- | --- |
| Spamhaus | [Spamhaus website](https://check.spamhaus.org/) |
| Barracuda | [Barracuda website](https://www.barracudacentral.org/rbl/removal-request) |
| Invaluement | [Invaluement website](https://www.invaluement.com/removal/) |
| LashBack | [LashBack website](https://blacklist.lashback.com/) |
| Passive Spam Block List (PSBL) | [Passive spam block list website](https://psbl.org/remove) |
## Alarms
On the **Alarms** tab, you can create alarms that send you notifications when your dedicated IPs are added to major denylists.
**To create an alarm**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, choose **Deliverability dashboard**.
1. On the **Alarms** tab, choose **Create alarm**.
1. On the **Create alarm** page, do the following:
1. For **Alarm name**, enter a name to help you identify the alarm.
1. Configure the values that cause the alarm to be triggered. For example, if you want to be notified when the denylisted IP rate for your account is 5% or greater, choose **>=**. Then enter a value of **5**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_deny_list_ip_alarms_threshold.png)
1. Specify the amount of time that has to elapse before the alarm is triggered. For example, you can configure the alarm so that it only sends a notification when the denylisted IP rate exceeds a certain rate and stays at that rate for more than 2 hours. In this example, next to **for at least**, enter a value of **2**. Then, next to **consecutive period(s) of**, choose **1 hour**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_deny_list_ip_alarms_period.png)
1. Under **Notification method**, choose one of the following options:
+ **Use an existing SNS topic** – Choose this option if you've already created an Amazon SNS topic and subscribed endpoints to it.
+ **Create a new topic** – Choose this option if you haven't yet created an Amazon SNS topic, or if you want to create a new topic.
**Note**
When you create a new topic, you must subscribe one or more endpoints to it. For more information, see [Subscribing an Amazon SNS topic](https://docs.aws.amazon.com/sns/latest/dg/sns-create-subscribe-endpoint-to-topic.html) in the *Amazon Simple Notification Service Developer Guide*.
1. (Optional) You can choose or create more than one Amazon SNS topic. To add a topic, choose **Notify an additional SNS topic**.
1. When you finish, choose **Create**.
# Bounce and complaint rates
On the **Bounce and complaint rates** page, you can find important metrics related to the bounce and complaint rates for your combined Amazon Pinpoint and Amazon Simple Email Service (Amazon SES) account.
A *bounce* occurs when an email that you send can't be delivered because of a permanent issue. For example, a bounce might occur if the recipient's address doesn't exist, or the recipient's email provider is blocking email from your domain or IP address. Email providers consider a high bounce rate to be a negative sign. This is because it indicates that you're sending email to people who haven't explicitly opted to receive messages from you. A high bounce rate could have a negative impact on the delivery of your emails.
A *complaint* occurs when a customer receives an email from you and reports it to their email provider as an unwanted email (for example, by using the *Report Spam* feature in their email client). Email providers consider complaints to be a serious sign that your domain is sending unsolicited email. For this reason, a high complaint rate can have a very negative impact on the delivery of your email.
High bounce and complaint rates often indicate that a sender is sending unsolicited email to their recipients. For this reason, email providers carefully consider your bounce and complaint rates when they determine whether to send your email to the inbox or to the junk mail folder.
You can use the **Bounce and complaint rates** page to track these account-wide metrics. On this page, you can also create alarms that notify you when your bounce or complaint rates reach certain thresholds.
## Overview
The **Overview** tab contains information about the bounce and complaint rates for each account.
**Note**
This page shows bounce and complaint metrics for your entire AWS account in the current AWS Region. If you use both Amazon Pinpoint and Amazon SES to send email, this page shows the combined bounce and complaint metrics for both services.
### Summary
This section shows the status of your account. The following is a list of possible values:
+ **Healthy** – There are no issues currently impacting your account.
+ **Under review** – Your account is under review. If the issues that caused us to place your account under review aren't resolved by the end of the review period, we might pause your account's ability to send email.
+ **Pending end of review decision** – Your account is under review. Because of the nature of the issues that caused us to place your account under review, we must perform a manual review of your account before we take any further action.
+ **Sending paused** – We've paused your account's ability to send email. While your account's ability to send email is paused, you aren't able to send email using Amazon Pinpoint or Amazon SES. You can request that we review this decision.
+ **Pending sending pause** – Your account is under review. The issues that caused us to place your account under review haven't been resolved. In this situation, we typically pause your account's ability to send email. However, because of the nature of your account, we must review your account before any further action is taken.
The number that's shown under **Emails sent** is the number of emails that we considered in making this determination. The number under **Sent over period** is the period of time during which you sent those emails.
To learn more about each status value and how we work with you to address issues that impact your account, see the [sending review process FAQs](https://docs.aws.amazon.com/ses/latest/dg/faqs-enforcement.html) in the *Amazon Simple Email Service Developer Guide*.
### Bounce rate
This section shows the current bounce rate for your account. The bounce rate for your account should remain below 2%. If your bounce rate is 5% or greater, we'll place your account under review. If the bounce rate for your account exceeds 10%, we might temporarily pause your account's ability to send email.
This section contains the following information:
+ **Eligible emails sent** – The number of emails that were considered in calculating the bounce rate.
+ **Sent over period** – The time period that we considered to calculate the bounce rate.
We don't calculate your bounce rate based on a fixed period of time, because different senders send at different rates. Instead, we look at a *representative volume*–an amount of email that represents your typical sending practices.
+ **Bounce rate** – The percentage of emails you sent during the analysis period that bounced.
+ **Overall status** – Indicates the health of the metric. The status could be one of the following:
+ **Healthy** – The bounce rate for your account is within normal levels.
+ **Almost healed** – Your account was placed under review because the bounce rate was too high. Since the review period began, the bounce rate has stayed below the maximum rate. If the bounce rate remains below the maximum rate, the status of this metric changes to **Healthy** at the end of the review period.
+ **Under review** – Your account was placed under review because the bounce rate was too high. Since your account was placed under review, the bounce rate hasn't improved. If the issue that caused the bounce rate to exceed 5% isn't resolved by the end of the review period, we might pause your account's ability to send email.
+ **Sending pause** – Your account's ability to send email was paused because the bounce rate was too high. While your account's ability to send email is paused, you can't send email. You can request that we review this decision.
+ **Pending sending pause** – The metric caused us to place your account under review. The issues that caused this review period haven't been resolved. These issues might cause us to pause your account's ability to send email. A member of our team has to review your account before we take any further action.
To learn more about each status value and how we work with you to address issues that impact your account, see the [sending review process FAQs](https://docs.aws.amazon.com/ses/latest/dg/faqs-enforcement.html) in the *Amazon Simple Email Service Developer Guide*.
### Complaint rate
This section shows the current complaint rate for your account. The complaint rate for your account should remain below 0.1%. If the complaint rate for your account exceeds 0.5%, we might temporarily pause your account's ability to send email.
This section contains the following information:
+ **Eligible emails sent** – The number of emails that were considered in calculating the complaint rate.
+ **Sent over period** – The time period that we considered to calculate the complaint rate.
+ **Complaint rate** – The percentage of emails you sent during the analysis period that resulted in complaints.
+ **Overall status** – Indicates the health of the metric. The status could be one of the following:
+ **Healthy** – The complaint rate for your account is within normal levels.
+ **Almost healed** – Your account was placed under review because the complaint rate was too high. Since the review period began, the complaint rate has stayed below the maximum rate. If the complaint rate remains below the maximum rate, the status of this metric changes to **Healthy** at the end of the review period.
+ **Under review** – Your account was placed under review because the complaint rate was too high. Since your account was placed under review, the complaint rate hasn't improved. If the issue that caused the complaint rate to exceed 0.1% isn't resolved by the end of the review period, we might pause your account's ability to send email.
+ **Sending pause** – Your account's ability to send email was paused because the complaint rate was too high. While your account's ability to send email is paused, you can't send email. You can request that we review this decision.
+ **Pending sending pause** – Your account was placed under review because the complaint rate was too high. The issues that caused this review period haven't been resolved. These issues might cause us to pause your account's ability to send email. A member of our team has to review your account before we take any further action.
To learn more about each status value and how we work with you to address issues that impact your account, see the [sending review process FAQs](https://docs.aws.amazon.com/ses/latest/dg/faqs-enforcement.html) in the *Amazon Simple Email Service Developer Guide*.
## Alarms
On the **Alarms** tab, you can create alarms that send you notifications when the bounce or complaint rates for your account exceed certain levels.
**To create an alarm**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane, choose **Deliverability dashboard**.
1. On the **Alarms** tab, choose **Create alarm**.
1. On the **Create alarm** page, do the following:
1. For **Alarm name**, enter a name that helps you easily identify the alarm.
1. For **Send a notification when the**, choose one of the following options:
+ **Bounce rate**
+ **Complaint rate**
1. Configure the values that cause the alarm to be triggered. For example, if you want to be notified when the bounce rate for your account is 5% or greater, choose **>=**. Then enter a value of **5**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_bounce_alarms_threshold.png)
1. Specify the amount of time that has to elapse before the alarm is triggered. For example, you can configure the alarm so that it only sends a notification when the bounce rate exceeds a certain rate and stays at that rate for more than 2 hours. In this example, next to **for at least**, enter a value of **2**. Then, next to **consecutive period(s) of**, choose **1 hour**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/deliverability_dashboard_deny_list_ip_alarms_period.png)
1. Under **Notification method**, choose one of the following options:
+ **Use an existing SNS topic** – Choose this option if you've already created an Amazon SNS topic and subscribed endpoints to it.
+ **Create a new topic** – Choose this option if you haven't yet created an Amazon SNS topic, or you want to create a new topic.
**Note**
When you create a new topic, you have to subscribe one or more endpoints to it. For more information, see [Subscribing an Endpoint to a Topic](https://docs.aws.amazon.com/sns/latest/dg/sns-create-subscribe-endpoint-to-topic.html) in the *Amazon Simple Notification Service Developer Guide*.
1. (Optional) You can choose or create more than one Amazon SNS topic. To add a topic, choose **Notify an additional SNS topic**.
1. When you finish, choose **Create**.
# Campaign delivery metrics
The **Campaign delivery metrics** section contains information about inbox placement rates for the email that you sent from your domains. However, unlike the [Domain reputation](channels-email-deliverability-dashboard-domain.md) page, the **Campaign delivery metrics** page contains information about specific email campaigns, as opposed to information for entire domains.
The Deliverability dashboard's **Campaign delivery metrics** uses heuristics such as the *from domain* and *send time* to group similar messages into categories. We can't guarantee that this aligns with Amazon Pinpoint campaigns or treatments. When sending an Amazon Pinpoint campaign with multiple treatments, you can review the campaign analytics page for reporting of open rate across treatments.
When you choose a domain and a date range, you see a table that contains the following information:
+ **Preview** – A small image that shows the content of the email. Hover over the image to see a larger preview.
+ **Last send date** – The date and time when the message was last sent.
+ **Subject** – The subject line of the email.
+ **Sender address** – The sender ("From") address for the message.
+ **ESP** – The email provider (such as Gmail or Yahoo) that the metrics apply to.
+ **Inbox rate** – The percentage of emails sent from the campaign that arrived in recipients' inboxes (as opposed to their junk mail folders).
+ **Open rate** – The percentage of emails sent from the campaign that were opened by their recipients.
When you choose a campaign in this table, you see a details page for the campaign. Campaign details pages contain two sections: **Details** and **Sending IP addresses**.
## Details
This section contains the following information about the campaign:
+ **Latest sent date** – The date and time when the message was last sent.
+ **First sent date** – The date and time when the message was first sent.
+ **Subject** – The subject line of the email.
+ **Sender address** – The sender ("From") address for the message.
+ **Sender domain** – The domain that the message was sent from.
+ **ESP** – The email provider (such as Gmail or Yahoo) that the metrics apply to.
+ **Estimated volume** – The approximate number of recipients that were sent this campaign.
+ **Inbox placement** – The percentage of emails sent from the campaign that arrived in recipients' inboxes (as opposed to their junk mail folders).
+ **Spam placement** – The percentage of emails sent from the campaign that arrived in recipients' junk mail folders.
+ **Read** – The percentage of emails that were opened by their recipients.
+ **Read and deleted** – The percentage of emails that were opened by their recipients and then deleted.
+ **Deleted** – The percentage of emails that were deleted by their recipients without being read.
The campaign details page also includes a larger preview of the body of the email. Amazon Pinpoint automatically removes identifying information from this preview image.
## Sending IP addresses
This section of the campaign details page lists all the IP addresses that Amazon Pinpoint and Amazon SES used when sending the selected message to your recipients.
# Inbox placement tests
On the **Inbox placement tests** page of the Deliverability dashboard, you can perform tests that can help you predict how specific messages are handled by over 95 major email providers around the world. When you perform an inbox placement test, you provide a sample message that contains the content that you plan to send to your customers. Amazon Pinpoint then sends that message to special email addresses on several major email domains. After about 24 hours, the test is complete, and you can view the results.
**Important**
When you perform an inbox placement test, we send your message to a third party for delivery testing and analysis. We impose our standard security requirements on this third party, and the contents of your emails are encrypted during transfer. However, because it isn't necessary to use real data when you perform these tests, we recommend that you avoid sending sensitive, confidential, or personally identifiable information in the messages that you use in these tests.
Inbox placement tests show you how different email providers handle specific messages. The test results tell you how many of your messages arrived in test recipients' inboxes on the various email providers. It also tells you how many messages were sent to recipients' junk mail folders, and how many weren't delivered at all. Performing inbox placement tests help you identify deliverability problems that could arise because of the content of your email.
Your monthly Deliverability dashboard subscription includes 25 inbox placement tests per month. You can purchase more tests for an additional fee. For more information, see [Amazon Pinpoint pricing](https://aws.amazon.com/pinpoint/pricing/).
**To create a new email placement test**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane of the Deliverability dashboard, choose **Inbox placement tests**.
1. Choose **Create a test**.
1. For **Name**, enter a name to identify this specific test.
1. For **From address**, choose either an **Email address** or a **Domain**, and then specify the email address that you plan to use to send the email.
1. For **Subject**, enter the subject line for the email.
1. For **HTML content**, enter the HTML-formatted content of the message.
1. Choose **Create**.
It takes approximately 24 hours for the test to complete. When the test is finished, complete the following steps to view the results.
**To view the results of an inbox placement test**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. In the navigation pane of the Deliverability dashboard, choose **Inbox placement tests**.
1. Confirm that the value in the **Test status** column is **Complete** for the test that you want to review. If it is, choose the test, and then choose **View test results**, as shown in the following image.
![\[\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/channels-email-deliverability-dashboard-pipt-view-results.png)
Each inbox placement test contains two sections: **Deliverability overview** and **ISP overview**.
The **Deliverability overview** section contains the following information about the message that you sent in the inbox placement test:
+ **Test name** – The name that you provided when you created the test.
+ **Report ID** – A unique identifier for the test.
+ **From identity** – The email address that the test email was sent from.
+ **Subject** – The subject line of the test email.
+ **Inbox** – The percentage of emails that arrived in test recipients' email inboxes.
+ **Spam** – The percentage of emails that arrived in test recipients' spam folders.
+ **Missing** – The percentage of emails that didn't reach the recipient.
+ **DKIM rate** – The percentage of messages that were verified using DKIM.
+ **SPF rate** – The percentage of messages that were verified using SPF.
You can view the contents of the test email by expanding the **View HTML content** section.
The **ISP overview** section contains a list of over 95 major email providers located in countries around the world. For each provider, this table includes the following metrics:
+ **Inbox** – The percentage of emails that arrived in test recipients' email inboxes on the provider's domain.
+ **Spam** – The percentage of emails that arrived in test recipients' spam folders on the provider's domain.
+ **Missing** – The percentage of emails that didn't reach the recipient.
+ **SPF** – The percentage of messages that were verified by the provider using SPF.
+ **DKIM** – The percentage of messages that were verified by the provider using DKIM.
## Test results
Inbox placement tests contain two sections: a **Deliverability overview** and an **ISP Overview**.
The following is an example of what the **Deliverability Overview** might look like for a test.
![\[An example summary of an inbox placement test in the Deliverability dashboard.\]](http://docs.aws.amazon.com/pinpoint/latest/userguide/images/channels-email-deliverability-dashboard-pipt-results.png)
This section contains a summary of the inbox placement test. It includes the following information:
+ **From identity** – The sender email address for the test email.
+ **Subject** – The subject line of the email.
+ **Inbox** – The percentage of test messages that arrived in recipients' inboxes.
+ **Spam** – The percentage of test messages that were sent to recipients' junk mail folders.
+ **Missing** – The percentage of test messages that weren't delivered to recipients at all.
+ **DKIM rate** – The percentage of test messages that were authenticated by the recipient's mail providers by using DomainKeys Identified Mail.
+ **SPF rate** – The percentage of test messages that were authenticated by the recipient's mail provider by using Sender Policy Framework.
You can also view the body of the email by choosing **View HTML content**.
**ISP Overview**
This section contains a list of all of the email providers that we sent your test message to during the test. For each provider in this list, we provide the same five metrics shown in the **Deliverability overview** section (**Inbox**, **Spam**, **Missing**, **SPF**, and **DKIM**).
# Deliverability dashboard settings
On the **Dashboard settings** page, you can change several settings that are related to the Deliverability dashboard. You can also find information that tells you about your usage of the Deliverability dashboard for the current month.
## Subscription overview
The **Subscription overview** section contains information about the status of your Deliverability dashboard subscription. It also tells you how many days remain in the current billing cycle.
Your subscription to the Deliverability dashboard is billed each month. We don't offer subscriptions for a portion of a billing period. If you cancel your subscription before the end of a billing period, we continue to charge you for the remaining days in the billing period. However, we don't charge you for the next billing period. To cancel your subscription, choose **Cancel subscription**.
## Monthly usage
The **Monthly usage** section provides information about your usage of the Deliverability dashboard for the current month.
In the **Domain reputation tracking** section, you can choose which domains are monitored on the **Domain reputation** and **Deliverability by campaign** pages. With your subscription to the Deliverability dashboard, you can monitor up to five domains per month. You can monitor more than five domains for an additional monthly charge. To add or remove domains to the Deliverability dashboard, choose **Edit** in the **Subscribed domains** section.
**Note**
You can only monitor domains that you've verified. For more information about verifying domains, see [Verifying a domain](channels-email-manage-verify.md#channels-email-manage-verify-domain).
The **Predictive inbox placement tests** section shows you how many Predictive inbox placement tests that you've performed in the current month. Your subscription includes 25 tests. You can purchase additional tests for an additional fee.
For more information about Deliverability dashboard pricing, see [Amazon Pinpoint pricing](https://aws.amazon.com/pinpoint/pricing/#Deliverability_Dashboard).
# Email best practices
Even when you have your customers' best interests in mind, you might still encounter situations that impact the deliverability of your messages. The following sections contain recommendations to help make sure that your email communications reach your intended audience.
**Topics**
+ [General recommendations](#channels-email-best-practices-general)
+ [Domain and "from" address considerations](#channels-email-best-practices-domain-from)
+ [Building and maintaining your lists](#channels-email-best-practices-lists)
+ [Compliance](#channels-email-best-practices-compliance)
+ [Sending a high volume of email](#channels-email-best-practices-highvolume)
+ [Bounces](#channels-email-best-practices-bounce-rate)
+ [Complaints](#channels-email-best-practices-complaints)
+ [Message quality](#channels-email-best-practices-quality)
## General recommendations
+ Put yourself in your customer's shoes. Ask yourself if the message that you're sending is something that you would want to receive in your own inbox. If the answer is anything less than an enthusiastic "yes\$1" then you probably shouldn't send it.
+ Some industries have a reputation for poor quality or even malicious email practices. If you're involved in the following industries, you must monitor your reputation very closely and resolve issues immediately:
+ Home mortgage
+ Credit
+ Pharmaceuticals and supplements
+ Alcohol and tobacco
+ Adult entertainment
+ Casinos and gambling
+ Work-from-home programs
## Domain and "from" address considerations
+ Carefully consider the addresses that you send email from. The *From* address is one of the first pieces of information your recipients see, and therefore can leave a lasting first impression. Additionally, some ISPs associate your reputation with your *From* address.
+ Consider using subdomains for different types of communications. For example, assume you're sending email from the domain *example.com*, and you plan to send both marketing and transactional messages. Rather than sending all of your messages from *example.com*, send your marketing messages from a subdomain such as *marketing.example.com*, and your transactional messages from a subdomain such as *orders.example.com*. Unique subdomains develop their own reputations. Using subdomains reduces the risk of damage to your reputation if, for example, your marketing communications land in a spam trap or trigger a content filter.
+ If you plan to send a large number of messages, don't send those messages from an ISP-based address such as *sender@hotmail.com*. If an ISP notices a large volume of messages coming from *sender@hotmail.com*, that email is treated differently than an email that comes from an outbound email sending domain that you own.
+ Work with your domain registrar to make sure that the WHOIS information for your domain is accurate. Maintaining an honest and up-to-date WHOIS record demonstrates that you value transparency, and allows users to quickly identify whether your domain is legitimate.
+ Avoid using a no-reply address, such as no-reply@example.com, as your *From* or *Reply-to* address. Using a *no-reply@* email address sends your recipients a clear message: that you aren't offering them a way to contact you, and that you're not interested in their feedback.
## Building and maintaining your lists
+ Implement a double opt-in strategy. When users sign up to receive email from you, send them a message with a confirmation link, and don't start sending them email until they confirm their address by selecting that link. A double opt-in strategy helps reduce the number of hard bounces resulting from typographical errors.
+ When collecting email addresses with a web-based form, perform minimal validation on those addresses upon submission. For example, make sure that the addresses you collect are well-formed (that is, they are in the format recipient@example.com), and that they refer to domains with valid MX records.
+ Use caution when allowing user-defined input to be passed to Amazon Pinpoint unchecked. Forums registrations and form submissions present unique risks because the content is completely user-generated, and spammers can fill out forms with their own content. It's your responsibility to make sure that you only send email with high-quality content.
+ It's highly unlikely that a standard alias (such as *postmaster@*, *abuse@*, or *noc@*) will ever sign up for your email intentionally. Make sure that you only send messages to real people who actually want to receive them. This rule is especially true for standard aliases, which are customarily reserved for email watchdogs.
## Compliance
+ Be aware of the email marketing and anti-spam laws and regulations in the countries and regions that you send email to. You're responsible for making sure that the email you send complies with these laws. This guide doesn't cover these laws, so it's important that you research them. For a list of laws, see [Email spam legislation by country](https://en.wikipedia.org/wiki/Email_spam_legislation_by_country) on Wikipedia.
+ Always consult an attorney to obtain legal advice.
## Sending a high volume of email
Consistency is important when sending email. When increasing email volume, it's important to steadily increase sending volume each day, with similar types of messages being sent at around the same time every day. However, situations might arise that require you to send an especially large volume of email to your customers. An example might be a Terms of Service update. There are several steps that you can take to protect your sender reputation and achieve high deliverability rates when increasing volume.
+ Organize your recipient list to create segments of those customers who are most likely to open your email, and those who are most likely to mark your message as spam or unsubscribe.
Build a foundation of trust with email providers by sending messages to the most engaged portion of the segment first.
+ Spread out your campaign over several hours throughout the day, rather than sending all of your messages at once.
Mimic your normal sending cadence when possible. For example, if on a normal day you send your list of 1M an email but split them into two distributions, one beginning at 8 AM and one at Noon, but if you needed to send 5M out one day, send in splits like your normal sending day.
+ When you send volumes of email that are larger than your normal volumes, try to send in multiples of your typical volume.
For example, if you send 250,000 emails on a normal day, try to limit higher-volume events to a multiple of that amount, such as 500,000 or 750,000. Limiting your sending volume in this way demonstrates to email providers that although you’re sending more email than normal, you’re still carefully maintaining your volume.
## Bounces
A *bounce* occurs when an email can't be delivered to the intended recipient. There are two types of bounces: *hard bounces* and *soft bounces*. A hard bounce occurs when the email can't be delivered because of a persistent issue, such as when an email address doesn't exist. A soft bounce occurs when a temporary issue prevents the delivery of an email. Soft bounces can occur when a recipient's inbox is full, or when the receiving server is temporarily unavailable. Amazon Pinpoint handles soft bounces by attempting to re-deliver soft bounced emails for a certain period of time.
It's essential that you monitor the number of hard bounces in your email program, and that you remove hard-bouncing email addresses from your recipient lists. When email receivers detect a high rate of hard bounces, they assume that you don't know your recipients well. As a result, a high hard bounce rate can negatively impact the deliverability of your email messages.
The following guidelines can help you avoid bounces and improve your sender reputation:
+ Try to keep your hard bounce rate below 5%. The fewer hard bounces in your email program, the more likely ISPs will see your messages as legitimate and valuable. This rate should be considered a reasonable and attainable goal, but isn't a universal rule across all ISPs.
+ Never rent or buy email lists. These lists can contain large numbers of invalid addresses, which could cause your hard bounce rates to increase dramatically. Furthermore, these lists could contain spam traps—email addresses specifically used to catch illegitimate senders. If your messages land in a spam trap, your delivery rates and sender reputation could be irrevocably damaged.
+ Keep your list up to date. If you haven't emailed your recipients in a long time, try to validate your customers' statuses through some other means (such as website login activity or purchase history).
+ If you don't have a method of verifying your customers' statuses, consider sending a *win-back* email. A typical win-back email mentions that you haven't heard from the customer in a while, and encourages the customer to confirm that they still want to receive your email. After sending a win-back email, purge all of the recipients who didn't respond from your lists.
When you receive bounces, it's important that you immediately remove that address from your lists. Don't attempt to re-send messages to hard-bouncing addresses. Repeated hard bounces can ultimately harm your reputation with the recipient's ISP.
If you receive a *hard bounce*, you should note the following:
+ The recipient's email address is added to a global suppression list for a period of 14 days. When you send an email and the recipient's address is on the global suppression list, the message is still accepted. However, Amazon Pinpoint doesn't attempt to deliver the message to the recipient.
+ When an email *hard bounces*, it's important to remove the recipient's email address from your mailing lists. When you send email to an address that's on the global suppression list, Amazon Pinpoint generates bounce events, even though the email isn't sent. These bounce events count against your account's bounce rate. If your bounce rate gets too high, we might place your account under review in order to protect your reputation as a sender.
For more information about the global suppression list, see [Amazon SES global suppression list](https://docs.aws.amazon.com/ses/latest/dg/sending-email-global-suppression-list.html).
## Complaints
A complaint occurs when an email recipient selects the "Mark as Spam" (or equivalent) button in their web-based email client. If you accumulate a large number of these complaints, the ISP assumes that you're sending spam. This has a negative impact on your deliverability rate and sender reputation. Some, but not all, ISPs will notify you when a complaint is reported, which is known as a *feedback loop*. Amazon Pinpoint automatically forwards complaints from ISPs that offer feedback loops to you.
The following guidelines can help you avoid complaints and improve your sender reputation:
+ Try to keep your complaint rate below 0.1%. The fewer complaints in your email program, the more likely ISPs will see your messages as legitimate and valuable. This rate should be considered a reasonable and attainable goal, but isn't a universal rule across all ISPs.
+ If a customer complains about a marketing email, you should immediately stop sending that customer marketing emails. However, if your email program also includes other types of emails (such as notification or transactional emails), it might be acceptable to continue to send those types of messages to the recipient who issued the complaint.
+ As with hard bounces, if you have a list that you haven't sent email to in a while, make sure that your recipients understand why they're receiving your messages. We recommend that you send a welcome message reminding them of who you are and why you're contacting them.
When you receive complaints, it's vital that you respond to them appropriately by observing the following rules:
+ Make sure that the address you use to receive complaint notifications is able to receive email.
+ Make sure that your complaint notifications aren't being marked as spam by your ISP or mail system.
+ Complaint notifications usually contain the body of the email. This is different from bounce notifications, which only include the email headers. However, in complaint notifications, the email address of the individual who issued the complaint is removed. Use custom X-headers or special identifiers embedded in the email body so that you can identify the email address that issued the complaint. This technique makes it easier to identify addresses that complained so that you can remove them from your recipient lists.
## Message quality
Email receivers use *content filters* to detect certain characteristics of messages and determine whether a message is legitimate. These content filters automatically review the content of messages to identify common traits of unwanted to malicious messages. Amazon Pinpoint uses content filtering technologies to help detect and block messages that contain malware before they are sent.
If an email receiver's content filters determine that your message has characteristics of spam or malicious email, your message will most likely be flagged and diverted from recipients' inboxes.
Remember the following when designing your email:
+ Modern content filters are intelligent, continuously adapting and changing. They don't rely on a predefined set of rules. Third-party services such as [ReturnPath](https://www.validity.com/everest/returnpath/) or [Litmus](https://www.litmus.com/) can help identify content in your email that might trigger content filters.
+ If your email contains links, check the URLs for those links against denylists, such as those found at [URIBL.com](https://uribl.com/) and [SURBL.org](https://www.surbl.org/).
+ Avoid using link shorteners. Malicious senders might use link shorteners to hide the actual destination of a link. When ISPs notice that link shortening services—even the most reputable ones—are being used for nefarious purposes, they might denylist those services altogether. If your email contains a link to a denylisted link shortening service, it won't reach your customers' inboxes, and the success of your email campaign suffers.
+ Test every link in your email to verify that it points to the intended page.
+ Make sure that your website includes Privacy Policy and Terms of Use documents, and that these documents are up to date. It's a good practice to link to these documents from each email you send. Providing links to these documents demonstrates that you have nothing to hide from your customers, which can help build a relationship of trust.
+ If you plan to send high-frequency content (such as "daily deals" messages), make sure that the content of your email is different with each deployment. When you send messages with high frequency, you must make sure that those messages are timely and relevant, rather than repetitive and annoying.
# Troubleshooting the email channel
Verify that logging is turned on to assist in identifying the cause of failure. For more information on logging, see [Monitoring and logging](troubleshooting.md#troubleshooting-logging) and [Email events](https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams-data-email.html).
## Rendering issues
+ When using an email template, a rendering failure occurs when message variables are missing, formatted incorrectly, or when there is a mismatch between message variables and endpoint data causing emails to fail during sending.
+ To identify rendering failures, review the Amazon SES CloudWatch metric `RenderingFailure` during the time frame that the campaign ran. Rendering failures appear in the Amazon Pinpoint event logs as [\$1email.rendering\$1failure events](https://docs.aws.amazon.com/pinpoint/latest/developerguide/event-streams-data-email.html#event-streams-data-email-attributes).
+ To resolve the issue, verify that all message variables have a corresponding endpoint attribute present and are in the correct format. For more information, see [Adding personalized content to message templates](message-templates-personalizing.md).
+ Configure default values for all message variables in the template to avoid rendering failures when an attribute is missing for an endpoint.
+ Test running the campaign without the template to confirm whether endpoints can successfully receive messages. This action can help confirm that the issue is related to template variables.
## Bounce status
****Solution for soft bounce****
+ A *soft bounce* occurs because of a temporary failure and will appear under the **\$1email.softbounce** event type in the logs. Amazon Pinpoint handles soft bounces by attempting to redeliver the soft bounced emails for a specified period of time.
+ A soft bounce can occur in the following scenarios:
+ The recipient mailbox is full.
+ The recipient mailbox is temporarily unavailable.
+ The server limits are exceeded.
+ The server is overloaded.
+ The specific error codes related to soft bounces are 421, 450, 451, or 452. For the descriptions of these error codes, see [Simple Mail Transfer Protocol (SMTP) Enhanced Status Codes Registry](https://www.iana.org/assignments/smtp-enhanced-status-codes/smtp-enhanced-status-codes.xhtml). The **smtp\$1response** in the logs provide the error code for the bounce event.
****Solution for hard bounce****
+ A *hard bounce* is a persistent delivery failure that appears under the **\$1email.hardbounce ** event type in the logs. These failures aren't retried.
+ A hard bounce can occur in the following scenarios:
+ The email address doesn’t exist.
+ The domain name doesn’t exist.
+ The recipient’s email server has blocked the emails.
+ The email address is on the account suppression list.
+ Monitor the number of hard bounces in your project and remove hard-bouncing email addresses from your recipient lists. Hard bounces can negatively impact your sending reputation and the deliverability of your email message. For more information, review the best practices on [Bounces](channels-email-best-practices.md#channels-email-best-practices-bounce-rate).
# Amazon Pinpoint SMS channel
**Note**
Amazon Pinpoint has updated their User Guide documentation. To get the latest information regarding how to create, configure, and manage your SMS and voice resources, see the new [AWS End User Messaging SMS User Guide](https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html).
The following topic have been moved to the new [AWS End User Messaging SMS User Guide](https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html).
[About the SMS/MMS and Voice sandbox](https://docs.aws.amazon.com//sms-voice/latest/userguide/sandbox.html)
[Choosing a phone number or sender ID](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-number-types.html)
[SMS and MMS limits and restrictions](https://docs.aws.amazon.com//sms-voice/latest/userguide/sms-limitations.html)
[Requesting support for SMS, MMS, and voice messaging](https://docs.aws.amazon.com//sms-voice/latest/userguide/awssupport.html)
[Monitoring SMS, MMS, and voice spending activity with AWS End User Messaging SMS](https://docs.aws.amazon.com//sms-voice/latest/userguide/monitor-spending.html)
[First time user tutorial](https://docs.aws.amazon.com//sms-voice/latest/userguide/getting-started-tutorial.html)
[Keywords](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-keywords.html)
[Two-way SMS messaging](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-two-way-sms.html)
[SMS and MMS country capabilities and limitations](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-sms-support-by-country.html)
[Phone pools](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-pool.html)
[Best practices](https://docs.aws.amazon.com//sms-voice/latest/userguide/best-practices.html)
[Understanding SMS billing and usage reports](https://docs.aws.amazon.com/sms-voice/latest/userguide/sms-billing.html)
You can use the SMS channel in Amazon Pinpoint to send SMS messages (text messages) to your customers' mobile devices. Amazon Pinpoint can send SMS messages to recipients in over 200 countries and regions. In some countries and regions, you can also receive messages from your customers by using the two-way SMS feature. When you create a new Amazon Pinpoint account, your account is placed in an SMS sandbox. This initially limits your monthly spending and who you can send messages to. For more information, see [SMS sandbox](https://docs.aws.amazon.com//sms-voice/latest/userguide/sandbox.html#sandbox-sms) in the *AWS End User Messaging SMS User Guide*.
To send text messages using Amazon Pinpoint, you must [enable the SMS channel in your project](channels-sms-setup.md). Depending on how you use Amazon Pinpoint to send SMS messages, you might also need to initiate a request with Support to enable or modify certain SMS options for your account. For example, you can request to increase your SMS spending quota, to move from the sandbox to production, or you can request a short code to use when sending and receiving messages.
To receive text messages using Amazon Pinpoint, you should first obtain a dedicated short code or long code. When you have a dedicated number, you can enable two-way SMS for it. Finally, you can specify the messages that Amazon Pinpoint sends to customers when it receives incoming messages.
In the SMS and voice settings section of the Amazon Pinpoint console, you can manage SMS channel settings for your use case and budget. For example, you can set your monthly SMS spending quota, or change your default message type.
**Note**
When you configure SMS channel settings in Amazon Pinpoint, your changes apply to other AWS services that send SMS messages, such as Amazon SNS.
**Topics**
+ [Setting up the Amazon Pinpoint SMS channel](channels-sms-setup.md)
+ [Managing the Amazon Pinpoint SMS channel](channels-sms-manage.md)
+ [Message routes](channels-sms-limitations-routes.md)
+ [Message fallback](channels-sms-limitations-fallback.md)
+ [Troubleshooting the SMS channel](channels-sms-troubleshooting.md)
# Setting up the Amazon Pinpoint SMS channel
To send SMS messages with Amazon Pinpoint, you need an Amazon Pinpoint project in which the SMS channel is enabled.
You can also enable the SMS channel for an existing project by using the **SMS and voice** settings page on the Amazon Pinpoint console. For more information, see [Managing the Amazon Pinpoint SMS channel](channels-sms-manage.md).
## Creating a new project using the Amazon Pinpoint console
The first step in setting up the SMS channel in Amazon Pinpoint is to create a new project. Next, you enable the SMS channel for that project.
**To create a new Amazon Pinpoint project and enable the SMS channel**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose **Create a project**.
1. For **Project name**, enter a name, and then choose **Create**.
**Note**
The project name can contain up to 64 alphanumeric characters. It can also include the following characters: comma (,), period (.), at sign (@), underscore (\$1), equals sign (=), and plus sign (\$1).
1. Under **Project features**, in the **SMS and voice** section, choose **Configure**.
1. Choose **Enable the SMS channel for this project**.
1. Under **Account-level settings**, you can optionally change the following settings:
+ **Default message type** – The category of messages that you plan to send. Choose **Transactional** for time-sensitive content, such as alerts and one-time passwords, or choose **Promotional** for marketing-related content.
+ **Account spending limit** – The maximum amount of money, in US Dollars, that you want to spend sending SMS messages per calendar month. If your monthly spending exceeds this value, Amazon Pinpoint and other AWS services stop sending SMS messages from your account.
**Note**
If you haven't used Amazon Pinpoint or Amazon SNS to send SMS messages from your AWS account, your account will have a default spending quota of \$11.00 (USD). You can request an increase to this account-wide quota. For more information, see [Requesting increases to your monthly SMS or Voice spending quota](https://docs.aws.amazon.com//sms-voice/latest/userguide/awssupport-spend-threshold.html) in the *AWS End User Messaging SMS User Guide*.
+ **Default sender ID** – The identity that appears on recipients' devices when they receive messages. Support for sender ID capabilities varies by country or region.
**Important**
These settings apply to your entire AWS account. When you change these settings, they apply to all other Amazon Pinpoint projects in your account, and to other AWS services that you use to send SMS messages, such as Amazon SNS.
1. When you finish, choose **Save changes**.
## Next steps
You've created a project that's enabled for SMS messaging. Now you can use Amazon Pinpoint to send SMS messages.
Some SMS options, such as dedicated origination numbers or sender IDs, are unavailable until you contact Support. For more information, see [Requesting support for SMS and voice messaging](https://docs.aws.amazon.com//sms-voice/latest/userguide/awssupport.html) in the *AWS End User Messaging SMS User Guide*.
To engage an audience segment with an SMS campaign, see [Amazon Pinpoint campaigns](campaigns.md).
To send an SMS message directly to a limited audience without creating a campaign, see [Send test messages with Amazon Pinpoint](messages.md).
# Managing the Amazon Pinpoint SMS channel
You can manage SMS settings, such as your default message type (transactional or promotional) and your monthly spending quota, directly in the Amazon Pinpoint console.
## Updating SMS channel settings
You can change several SMS-related settings. Most of these settings apply to your entire AWS account, but some apply to specific projects.
**To edit SMS settings for a project**
1. Sign in to the AWS Management Console and open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to edit SMS settings for.
1. In the navigation pane, under **Settings**, choose **SMS and voice**.
1. In the **SMS settings** section, choose **Edit**.
1. Change the SMS settings for your project as needed. You can change the following settings:
+ **Enable the SMS channel for this project**
Select this option to enable or disable the SMS channel for the project. If this setting isn't enabled, you can't send SMS messages from this project. This setting only applies to the current project.
+ **Account-level settings** – Change these settings to modify the SMS settings for your AWS account. These settings apply to your entire Amazon Pinpoint account and to all AWS services that you can use to send SMS messages, such as Amazon Simple Notification Service (Amazon SNS). You can change the following settings:
+ **Default message type** – Choose the category of SMS messages that you plan to send from this account. If you send account-related messages or time-sensitive messages such as one-time passcodes, choose **Transactional**. If you plan to send messages that contain marketing material or other promotional content, choose **Promotional**. This setting applies to your entire AWS account.
+ **Account spending limit** – The maximum amount of money (in US Dollars) that you can spend sending messages each month. You can use this setting to make sure that your SMS sending doesn't exceed your budget, or as a way to prevent unexpected increases in spending. The price to send an SMS message varies depending on the destination country for that message. For current prices, see [Amazon Pinpoint Pricing](https://aws.amazon.com/pinpoint/pricing/#SMS_text_messages). This setting applies to your entire AWS account.
+ **Account sender ID** – The alphabetic sender ID that you want to use when you send messages from your account. This setting applies to your entire AWS account.
**Note**
Alphabetic sender IDs are only supported in certain countries. If you don't send messages to countries where sender ID is supported by the mobile carriers in that country, you don't need to specify anything in this field. Sender IDs aren't supported in common messaging destinations such as the United States, Canada, and Brazil.
Additionally, some countries require sender IDs to be pre-registered with government agencies or industry organizations.
For a list of countries that support alphabetic sender IDs, see [Supported countries and regions (SMS channel)](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-sms-by-country.html) in the *AWS End User Messaging SMS User Guide*.
1. When you finish, choose **Save changes**.
# Message routes
The route your message uses is dependent on the type set for the message, either **promotional** or **transactional**. When purchasing a new number using the Amazon Pinpoint console you will be prompted to choose the route type.
Promotional routes are typically marketing or sales-related messages. Some countries or regions have quiet time hours when you're not permitted to send promotional messages. A transactional route is for more time-sensitive messages, such as password resets or one-time passwords. This can be applied to the number when you're purchasing a new number or can be passed as an optional parameter in the SendMessages operation of the Amazon Pinpoint API. When sending a message using that number as the originator, Amazon Pinpoint chooses the applicable promotional or transactional route.
You pass the route type as an optional parameter using the [SendMessages](https://docs.aws.amazon.com/pinpoint/latest/apireference/apps-application-id-messages.html#SendMessages) operation of the Amazon Pinpoint API. In some cases you might use a SenderID as the originator, or you might have a shared pool of numbers. If you have both transactional and promotional numbers associated with your account for the destination country, Amazon Pinpoint chooses a transactional number by default. Delivery receipts and the Delivery dashboard show the route as either promotional or transactional, based on the chosen number.
# Message fallback
When sending a message using the Amazon Pinpoint API, three optional parameters can be passed in the request: `originationNumber`, `registeredKeyword`, and `senderID`. If Amazon Pinpoint encounters an `originationNumber` error – for example, an invalid character – and the error is retriable, Amazon Pinpoint uses a fallback process for choosing a valid number for the request. Fallback checks for a valid number in the following order. At any point during this process Amazon Pinpoint will choose the first valid number it finds as the originating number.
1. Origination number. Any other valid origination numbers are checked.
1. Keyword. Registered keywords are scanned and matched against any dedicated number.
1. Sender ID. Any other valid sender IDs are checked.
**Note**
If you send a message with an `originationNumber` that doesn't exist in your account, there's no fallback process, and an exception message returned instead.
If none of the previous parameters are passed in the request, Amazon Pinpoint looks at your account and checks for a valid number in this order:
1. Dedicated numbers. Any dedicated numbers associated with your account are checked in this order: short code, 10DLC, then long code/toll-free number. Domestic numbers are checked before international numbers. If you have both transactional and promotional long codes in your account, Amazon Pinpoint chooses a transactional number by default.
1. Default sender IDs.
1. Shared routes.
**Note**
Amazon Pinpoint does attempt to deliver messages in countries where an origination identity isn't required.
# Troubleshooting the SMS channel
Verify that logging is turned on to assist in identifying the cause of failure. For more information, see [Monitoring and logging](troubleshooting.md#troubleshooting-logging). To turn on logging for AWS End User Messaging SMS and Voice v2 API, see [How do I set up logging for Amazon Pinpoint voice messages for Amazon Pinpoint SMS and Voice v2 API?](https://repost.aws/knowledge-center/pinpoint-voice-message-logging-setup-v2).
## SMS delivery failures
****Issues and solutions****
+ Confirm that the number is valid using the [Amazon Pinpoint number validator](https://docs.aws.amazon.com/pinpoint/latest/developerguide/validate-phone-numbers.html). SMS delivery is only supported for ‘MOBILE’ phoneType. SMS delivery to ‘VOIP’ numbers is attempted on a best effort.
+ Confirm that your monthly SMS spend quota isn't depleted. For more information see [Monitoring SMS, MMS, and voice spending activity](https://docs.aws.amazon.com//sms-voice/latest/userguide/monitor-spending.html) in the *AWS End User Messaging SMS User Guide*.
+ If the delivery issue is limited to one or two devices, then rule out device-related issues. Verify that the number(s) can receive SMS outside of Amazon Pinpoint at the time of the failure.
+ Turn on SMS event logging to assist in identifying the cause of the failure.
+ Review the [message status](https://docs.aws.amazon.com//pinpoint/latest/developerguide/event-streams-data-sms.html#event-streams-data-sms-attributes-attrs).
+ Review how to resolve [Unknown error attempting to reach phone](https://repost.aws/knowledge-center/sns-unknown-error-phone-sms).
+ Take note of the special requirements and regulations. See [Supported countries and regions (SMS channel)](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-sms-by-country.html) in the *AWS End User Messaging SMS User Guide*, and confirm that these requirements are being met.
## Two-way SMS troubleshooting
Two-way SMS responses are not received on either the SNS topic, subscribers, or both.
****Issues and solutions****
+ Verify that you have a number with two-way SMS enabled for a country where the feature is supported. See [Supported countries and regions (SMS channel)](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-sms-by-country.html) and [Two-way SMS messaging](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-two-way-sms.html) in the *AWS End User Messaging SMS User Guide*.
+ Verify that the sender number is from the same country as the two-way SMS-enabled number in Amazon Pinpoint.
+ Verify that the users' number is a valid mobile number and not a virtual number by using the [Amazon Pinpoint Phone Number validator API](https://docs.aws.amazon.com/pinpoint/latest/developerguide/validate-phone-numbers.html). Communication between two virtual numbers, like the ones in Amazon Pinpoint, will be attempted at a maximum effort.
+ Review [Amazon SNS CloudWatch metrics](https://docs.aws.amazon.com/sns/latest/dg/sns-monitoring-using-cloudwatch.html#sns-metrics) for `NumberOfMessagesPublished`, `NumberOfNotificationsDelivered`, and `NumberOfNotificationsFailed` to verify if the Amazon SNS topic is able to receive the inbound SMS.
+ If there are data points for `NumberOfMessagesPublished` at the time of the inbound SMS timestamps, then the recipient response was successfully received from downstream. Enable logging on the Amazon SNS topic for the delivery protocol being used. See [Amazon SNS message delivery status](https://docs.aws.amazon.com/sns/latest/dg/sns-topic-attributes.html).
+ If there are no data points for the `NumberOfMessagesPublished` metric at the time of the inbound SMS timestamps:
+ Review the Amazon SNS topic policy to confirm that it allows the Amazon Pinpoint service to publish to the Amazon SNS topic. For an example policy, see [Two-way SMS messaging](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-two-way-sms.html) in the *AWS End User Messaging SMS User Guide*.
+ If the Amazon SNS topic linked to the two-way SMS number is encrypted:
+ Verify that the key used is symmetric.
+ Verify that the key policy is modified to allow Amazon Pinpoint to use the key, see [Amazon SNS topic policies for Amazon SNS topics](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-two-way-sms.html#phone-number-two-way-sms-iam-policy-auto) in the *AWS End User Messaging SMS User Guide*.
# Amazon Pinpoint voice channel
**Note**
Amazon Pinpoint has updated their user guide documentation. To get the latest information regarding how to create, configure, and manage your AWS End User Messaging SMS and voice resources, see the new [https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html](https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html).
The following topics have been moved to the new [https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html](https://docs.aws.amazon.com//sms-voice/latest/userguide/what-is-service.html).
[Amazon Pinpoint voice sandbox](https://docs.aws.amazon.com//sms-voice/latest/userguide/sandbox.html#sandbox-voice)
[Supported countries and regions (voice channel)](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-voice-support-by-country.html)
[Managing Pools in Amazon Pinpoint](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-pool.html)
[Best practices for the voice channel](https://docs.aws.amazon.com//sms-voice/latest/userguide/best-practices.html#voice-best-practices)
You can use the voice channel to create voice messages from a text script, and then send those messages to your customers over the phone. The voice channel is a great way to reach customers whose phone numbers aren't able to receive SMS messages—for example, customers who use landlines or VoIP services.
To send voice messages using Amazon Pinpoint, you must first enable the voice channel in your project and lease a dedicated phone number for sending the messages. Depending on how you use Amazon Pinpoint to send voice messages, you might also want to change certain settings for your account. For example, you might want to request production access to increase the number of voice messages that you can send.
**Topics**
+ [Setting up the Amazon Pinpoint voice channel](channels-voice-setup.md)
+ [Managing the Amazon Pinpoint voice channel](channels-voice-manage.md)
+ [Troubleshooting the voice channel](channels-voice-troubleshooting.md)
# Setting up the Amazon Pinpoint voice channel
To send voice messages by using Amazon Pinpoint, start by creating a new Amazon Pinpoint project. Then, enable the voice channel for the project and request a dedicated phone number, referred to as a *long code*, for sending voice messages. A *long code* is a standard telephone number that contains up to 15 digits, depending on the country or region that it's based in. These phone numbers are *dedicated*—that is, they're reserved for use only by your Amazon Pinpoint account. You can lease local phone numbers that are based in a variety of countries or regions.
**Tip**
You can also enable the voice channel for an existing project. To do this, use the **SMS and voice** settings page on the Amazon Pinpoint console. For more information, see [Managing the Amazon Pinpoint voice channel](channels-voice-manage.md).
Note that the settings that you choose for the voice channel also apply to the SMS channel for the project. If you want to send both voice and SMS messages from the project, choose settings that support your goals for both channels. To learn more about enabling and using the SMS channel, see [Amazon Pinpoint SMS channel](channels-sms.md).
**To set up the voice channel for a new project**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose **Create a project**.
1. For **Project name**, enter a name, and then choose **Create**.
**Note**
The project name can contain up to 64 alphanumeric characters. It can also include the following characters: comma (,), period (.), at sign (@), underscore (\$1), equals sign (=), and plus sign (\$1).
1. Under **Project features**, in the **SMS and voice** section, choose **Configure**.
1. Select **Enable the SMS channel for this project**.
1. Expand the **Advanced configurations** section, and then choose **Request phone number**.
1. On the **Define your phone numbers** page, for **Country**, choose the country where your recipients are located. You can choose only one country at a time, but you can add more countries later if necessary.
1. Specify the use case for the phone number. You can choose one of the following options:
+ **Promotional** – Choose this option for sending marketing messages or messages promoting your business or service.
+ **Transactional** – Choose this option for sending time-sensitive messages, such as password resets or transaction alerts.
In some countries and regions, the value that you choose can determine the price that you pay for each message that you send. Transactional messages are optimized for high deliverability, resulting in a higher cost in many countries. Promotional messages are optimized for cost-effectiveness. For more information about SMS pricing, see [Amazon Pinpoint pricing](https://aws.amazon.com/pinpoint/pricing/).
1. The **Summary** section displays information about the number. The **Price per month** shows the cost for a single number.
1. For **Quantity**, choose the quantity of numbers that you want to purchase. You can purchase up to 10 numbers in a single request. You can purchase additional numbers later. The **Subtotal** updates to display the total monthly cost for the quantity of phone numbers that you're purchasing.
1. (Optional) If you want to purchase additional phone numbers, choose **Add a country or region**, and repeat the previous steps until you've defined requests for all of the countries where you need long codes.
1. When you're done purchasing phone numbers, choose **Next**.
1. The **Review and request** page displays the number of request details for each destination country.
1. The **Total cost** displays the total cost for all numbers for all countries that you've chosen.
1. Choose **Request** if you're ready. Otherwise, choose **Previous** to go to back and make any changes. After you choose **Request**, you can no longer make changes.
# Managing the Amazon Pinpoint voice channel
You can use the Amazon Pinpoint console to enable the voice channel for a project and to manage settings that apply to the voice channel for your Amazon Pinpoint account. For example, you can request production access for your account, or request dedicated phone numbers for sending voice messages.
## Enabling the voice channel
Before you can use Amazon Pinpoint to send voice messages, you must enable the voice channel for one or more projects. To learn how to create a new project and enable the voice channel for it, see [Setting up the Amazon Pinpoint voice channel](channels-voice-setup.md). To enable the voice channel for an existing project, complete the following steps.
Note that the settings that you choose for the voice channel also apply to the SMS channel for the project. If you want to send both voice and SMS messages from the project, choose settings that support your goals for both channels. To learn more, see [Amazon Pinpoint SMS channel](channels-sms.md).
**To enable the voice channel for an existing project**
1. Open the Amazon Pinpoint console at [https://console.aws.amazon.com/pinpoint/](https://console.aws.amazon.com/pinpoint/).
1. On the **All projects** page, choose the project that you want to enable the voice channel for.
1. In the navigation pane, under **Settings**, choose **SMS and voice**.
1. On the **SMS and voice** page, next to **SMS settings**, choose **Edit**.
1. Select **Enable the voice channel for this project**.
1. Choose **Save changes**.
1. On the **SMS and voice** page, under **Number settings**, refer to the table to determine whether any phone numbers that are already associated with your account can be used to send voice messages. If there are, the **Voice** column displays **Enabled** next to each phone number that you can use to send voice messages. If there aren't, [Request a phone number](https://docs.aws.amazon.com//sms-voice/latest/userguide/phone-numbers-request.html) in the *AWS End User Messaging SMS User Guide*.
# Troubleshooting the voice channel
For logging of Amazon Pinpoint voice messages, see [How do I set up logging for Amazon Pinpoint voice messages for Amazon Pinpoint SMS and Voice v1 API?](https://repost.aws/knowledge-center/pinpoint-voice-message-logging-setup).
## Voice
****Issues and solutions****
+ By default, the voice channel of an Amazon Pinpoint project is turned off. To see if voice is turned on for your project, select the **Settings** page under the project. Under **Features** for SMS and voice, you will see whether each of the two are turned off or turned on. While you can turn on SMS under the **Manage** option, you can turn on the voice channel by running the following command:
```
aws pinpoint update-voice-channel --application-id AppId --voice-channel-request Enabled=true
```
+ TooManyRequests exception
+ If your account is in a sandbox, there's a 20-message limit over a 24 hour period. This limit can be increased by [Voice sandbox ](https://docs.aws.amazon.com//sms-voice/latest/userguide/sandbox.html#sandbox-voice) in the *AWS End User Messaging SMS User Guide*.
+ Amazon Pinpoint voice channel has a hard limit of five messages per single recipient over a 24 hour period. This limit is a hard limit that can't be increased.
# Amazon Pinpoint in-app messaging channel
You can use in-app messages to send targeted messages to users of your applications. In-app messages are highly customizable. They can include buttons that open websites or take users to specific parts of your app. You can configure background and text colors, position the text, and add buttons and images to the notification. You can send a single message, or create a carousel that contains up to five unique messages. Unlike other channels such as email or SMS, in-app messages are enabled by default in all Amazon Pinpoint projects. Additionally, in-app messages don't support the use of substitution variables.
You can use AWS Amplify to seamlessly integrate the in-app messaging capabilities of Amazon Pinpoint into your app. Amplify can automatically handle the processes of fetching messages, rendering messages, and sending analytics data to Amazon Pinpoint. This integration is currently supported for React Native applications. For more information, see [In-App Messaging](https://docs.amplify.aws/gen1/javascript/build-a-backend/more-features/in-app-messaging/) in the *Amplify Framework Documentation*.
## How Amazon Pinpoint handles in-app messages
Displaying in-app messages to your users consists of three steps. The first step is to create the message template. The message template defines the appearance and content of the message. In-app messages can be single messages that appear on the screen, messages that cover the entire screen, or carousels that consist of up to five messages. For more information about creating in-app message templates, see [Creating in-app templates](message-templates-creating-inapp.md).
Next, you create an in-app campaign. You can configure your campaign to be sent when certain events occur. For example, you can trigger the campaign to send when a user reaches a certain level in a game, or when they look at a certain item in your online store. For more information about creating campaigns, see [Amazon Pinpoint campaigns](campaigns.md).
**Note**
In order to receive in-app messages, the endpoints that your campaign targets must have an endpoint type of `IN_APP`.
Finally, to display the in-app messages in your app, your app must call the [GetInAppMessages](https://docs.aws.amazon.com/pinpoint/latest/apireference/apps-application-id-endpoints-endpoint-id-inappmessages.html) API to retrieve the messages. The response provides a JSON-formatted list of the messages that each user is entitled to. When messages are displayed to users, you can pass analytics events back to Amazon Pinpoint. By doing this, you can collect metrics for the in-app message campaign. For more information about using in-app notifications in your apps, see [Sending and retrieving in-app messages](https://docs.aws.amazon.com/pinpoint/latest/developerguide/channels-inapp.html) in the *Amazon Pinpoint Developer Guide* or [Dynamically personalize your in-product user experience using Amazon Pinpoint in-app messaging](https://aws.amazon.com/blogs/messaging-and-targeting/dynamically-personalize-your-in-product-user-experience-using-amazon-pinpoint-in-app-messaging/) on the AWS Messaging and Targeting Blog.
# Custom channels in Amazon Pinpoint
You can extend the capabilities of Amazon Pinpoint by creating custom channels. You can use custom channels to send messages to your customers through any service that has an API—including third-party services. For example, you can use custom channels to send messages through third-party services such as WhatsApp or Facebook Messenger.
**Note**
To communicate over WhatsApp we recommend using [AWS End User Messaging Social](https://docs.aws.amazon.com/social-messaging/latest/userguide/what-is-service.html) as it provides access to WhatsApp's messaging capabilities, enabling the creation of branded, interactive content with images, videos, and buttons. For more information on getting started with AWS End User Messaging Social, see [Getting started with AWS End User Messaging Social](https://docs.aws.amazon.com/social-messaging/latest/userguide/getting-started.html).
**Note**
Amazon Web Services isn't responsible for any third-party service that you use to send messages with custom channels. Third-party services might be subject to additional terms. You should review these terms before you send messages with custom channels.
You can configure your campaigns to send messages through custom channels by using the Amazon Pinpoint console. For more information, see [Amazon Pinpoint campaigns](campaigns.md).
## Setting up and managing custom channels
You can create custom channels by using a webhook, or by calling a service's API through an AWS Lambda function. For more information about creating custom channel functions in Lambda, see [Creating custom channels](https://docs.aws.amazon.com/pinpoint/latest/developerguide/channels-custom.html) in the *Amazon Pinpoint Developer Guide*.
Unlike other channels in Amazon Pinpoint, you don't have to enable the custom channels feature. Custom channels are enabled by default in all Amazon Pinpoint projects. You don't have to request production access to use custom channels.