Troubleshooting Missing Contact Lens Email Notifications in Amazon Connect SAML Instances

Introduction

Amazon Connect users with SAML authentication have reported not receiving email notifications from their configured Contact Lens rules, even when customer interactions meet the defined criteria. This issue prevents timely notification of important events, impacting the ability to effectively monitor and respond to customer interactions.

Background

In Amazon Connect instances with SAML authentication, the system doesn't use the primary login for sending Contact Lens rule notifications. Instead, it utilizes a separate Secondary Email Address field associated with each user account.

Key points to note:

• All notifications are sent from no-reply@amazonconnect.com.
• SAML users have username logins, which may or may not be email addresses.
• The "Email address" field is empty for SAML users in Amazon Connect.
• SAML users must have a secondary email configured to receive notifications. Note: This behavior is specific to Amazon Connect instances with SAML authentication. For non-SAML instances, the primary email address is used for notification delivery.

Resolution Steps

To ensure successful delivery of email notifications triggered by Contact Lens rules in Amazon Connect instances with SAML authentication:

1. Log in to your Amazon Connect instance.
2. Navigate to User Management.
3. Locate and edit your user account.
4. Find the Secondary Email Address field.
5. Enter or verify a valid email address for receiving notifications.
6. Save the changes to your user account.
7. Go to the Contact Lens section.
8. Create or modify a Contact Lens rule.
9. Ensure the Send Email Notification action is selected.
10. Save the rule.
11. Test with a customer interaction meeting the defined criteria.
12. Monitor the specified secondary email address for notifications.

If notifications are still not received, check the spam or junk folder of the secondary email address.

Key Takeaways

• For Amazon Connect instances with SAML authentication, Contact Lens rule notifications are sent to the Secondary Email Address.
• To resolve missing notifications, ensure a valid secondary email address is configured in your user account settings.
• Following the provided steps enables successful receipt and monitoring of these notifications, allowing effective response to customer interactions meeting defined criteria.

Additional Resources

1. Configuring SAML for identity management in Amazon Connect
2. Create Contact Lens rules that send email notifications
3. Amazon Connect User Management