email in amazon connect can receive but not send via custom email address

this usually happens when Amazon Connect isn't configured to use your custom email address for outbound replies, even if SES is fully set up.

Here’s what to check and fix: Go to the Amazon Connect console → Channels → Email → Outbound routing

Under "From email addresses", make sure your custom email (like support@yourdomain.com) is added and verified.

If it's not there, add it and verify it via SES.

Then assign it to the correct queue or routing profile.

Until this is set, Connect will keep sending emails from the default email.connect.aws address, even though your custom domain works for receiving.

Make sure SES shows your domain and email as verified

In the SES console, go to Domains and check:

Domain status: Verified

DKIM status: Verified

(Optional but good) MAIL FROM domain: verified and set

Test it

After assigning the custom address in Amazon Connect, try replying to a test email. It should now send from your domain, not the default AWS address.

It appears there might be a misunderstanding or misconfiguration in your Amazon Connect email setup. When properly configured, Amazon Connect should be able to both receive and send emails using your custom domain email address. Here are a few points to check and potential solutions:

1. Verify that you have correctly imported and verified your custom domain in Amazon SES. You can import up to five custom domains that have been onboarded to Amazon SES for use with Amazon Connect.

2. Make sure you have selected the correct custom domain when configuring your email setup in Amazon Connect. In the Amazon Connect console, go to the Email section and check that your custom domain is properly selected and configured.

3. When setting up your flows for email handling, pay attention to the "Send message" block configuration. Ensure that you're specifying the correct "From" email address and display name. You can use system attributes to dynamically set these values based on the incoming email.

4. Check your outbound email flow configuration. Ensure that you have specified the correct outbound email address (your custom domain email) when setting up the outbound email flow.

5. Verify that your routing profiles for agents handling email contacts are correctly set up to use your custom email domain.

6. If you're using the StartOutboundEmailContact API to send emails, make sure you're specifying the correct "From" address in the API call.

If after checking these points you're still unable to send emails from your custom domain address, it may be worth reaching out to AWS Support for further assistance. They can help diagnose any potential issues with your specific setup or configuration.

Remember, when properly configured, Amazon Connect should be able to use your custom email domain for both incoming and outgoing emails, providing a seamless experience for your customers and agents.
Sources
Set up email in Amazon Connect - Amazon Connect
How Amazon Connect email works - Amazon Connect
Enable email for your Amazon Connect instance - Amazon Connect

Hi,
The “Outbound routing” section only appears in the Amazon Connect console after you've successfully completed the email channel setup wizard.

If that setup wasn’t fully completed — or if the SES domain wasn’t linked properly — the console hides that section.

Can you try this one...