Customer Profile popup not working for Email conversations

It seems you're experiencing an issue where the Customer Profile is not automatically appearing for email conversations in Amazon Connect, even though you're using the Profile Lookup block in your contact flow. This behavior is different from what typically happens with voice calls and chat interactions.

For voice calls and chat interactions, Amazon Connect Customer Profiles automatically displays the customer's profile in the Contact Control Panel (CCP) as soon as a match is found, even before the agent accepts the contact. This matching is usually based on the phone number for voice calls or the customer name for chats.

However, email conversations handled through Tasks (as you've described) may not trigger the same automatic profile display. This could be due to the different way email interactions are processed compared to real-time voice or chat interactions.

To address this issue, you might need to take a few additional steps:

1. Ensure that your Lambda function is correctly extracting and passing the relevant customer information (like email address) to the Task.

2. In your contact flow, after using the Profile Lookup block, make sure you're setting the retrieved customer information as contact attributes. This can be done using a "Set contact attributes" block.

3. You may need to explicitly associate the contact with the customer profile. This can typically be done programmatically or by the agent manually selecting "Associate" in the CCP.

4. If the profile still doesn't appear automatically, you might need to work with your IT department or AWS support to investigate if there are any custom configurations or limitations specific to email/task interactions that are preventing the automatic display of customer profiles.

5. As a workaround, you could potentially use the contact attributes you've set to display relevant customer information to the agent, even if the full profile isn't automatically loading.

Remember, the behavior of Customer Profiles can be customized, so it's possible that your specific implementation requires additional configuration to handle email interactions in the same way as voice or chat.

If the issue persists, it would be advisable to consult with AWS support or your implementation team to ensure that Customer Profiles is correctly configured for all interaction types in your Amazon Connect instance.
Sources
Accept incoming contacts with Amazon Connect Customer Profiles - Amazon Connect
Use Customer Profiles attributes in chat | AWS re:Post

The issue you're facing could possibly be due to the timing of when the Profile Lookup block is executed and when the customer's profile is updated in Amazon Connect.

The customer's profile might not have been updated yet with the information from the email. The Profile Lookup block retrieves the customer's profile based on the information available at the time of execution.

To ensure that the customer's profile is updated before retrieving it, you can add a delay step in your contact flow before the Profile Lookup block. This delay will allow the system to process the incoming email and update the customer's profile with the relevant information.

In case if adding the delay doesn't work then you can reach out to the AWS support for further troubleshooting this issue.

[+] https://aws.amazon.com/contact-us/