We are troubleshooting outbound email campaigns in a fresh Amazon Connect instance in us-east-1, and we are seeing a consistent failure mode that we cannot explain from the docs.
What we observe:
- Amazon Connect outbound campaign is created successfully
- campaign state is Running
- outbound campaigns analytics show 1 send attempt
- no email is delivered to the recipient
- Amazon SES CloudWatch metrics show no Send metric increment at all for the corresponding time window
- there are also no Delivery, Bounce, or Reject increments
This suggests Amazon Connect is recording a send request internally, but the email is never actually being handed off to SES.
Environment details:
- Region: us-east-1
- SES account is not in sandbox
- SES ProductionAccessEnabled = true
- SES SendingEnabled = true
What is already configured:
- Connect email address exists in the instance
- queue has default outbound email address configured
- routing profile includes EMAIL
- email message storage configured in S3
- attachments storage configured in S3
- S3 bucket CORS configured
- Customer Profiles segment exists and the recipient is present in the segment
- message template exists and is active
- the campaign was created in the UI and has a valid connectCampaignFlowArn
- the campaign has a valid owner tag matching the Connect instance ARN
We also verified SES identity authorization:
- verisart.com has an SES resource policy granting Amazon Connect permission to use:
- ses:SendRawEmail
- ses:GetEmailIdentity
- the policy principal matches the Connect service-linked role for this instance
Important evidence:
- Connect Campaign send attempts = 1
- SES Send = 0
- therefore the message does not appear to be reaching SES at all
Question:
- Has anyone seen a case where Amazon Connect email campaigns record send attempts but never hand off to SES?
- Are there additional hidden prerequisites for Connect email campaigns beyond the documented email channel setup?
- Is there another log/event source that shows why Connect decided not to call SES even though it counted a send attempt?
Any guidance on what to inspect next would help.
