AWS Outbound Campaign in Aws Connect Channel of Email

Hi,

the outbound contact flow should not be relevant for email campaigns. First thing I would check is whether you have followed all the steps in the Enable email for your instance section of the admin guide (including requesting production access for SES and setting up email and attachment storage).

To trouble shoot further, you could enable the the Analytics data lake. The Outbound campaign events table contains details about each delivery attempt.

Based on the information you've provided, it seems that you've set up an outbound campaign for email using Amazon Connect and Amazon SES. However, you're experiencing issues with email delivery and lack of logs in CloudWatch. Let's address this step by step:

1. SES Configuration: You've mentioned that you can send emails manually through SES, which suggests that your SES setup is correct.

2. Campaign Setup: You've followed the steps to create an outbound campaign as per the AWS documentation, which is a good start.

3. Email Domain: You've added an email domain and attached it to your Connect instance, which is necessary for outbound email campaigns.

4. Campaign Analytics: Your campaign shows attempts to send, but no deliveries are appearing in the analytics metrics tab.

5. Contact Flow: The contact flow you've shared seems to be set up, but it's not clear if it's being invoked.

6. CloudWatch Logs: You're not seeing any logs in CloudWatch, which suggests the flow isn't being triggered.

Given these points, here are some potential areas to investigate:

1. Email Message Template: Ensure you've selected a valid email message template when setting up your campaign. The template should be properly configured and approved.

2. Outgoing Email Address: Verify that the outgoing email address you've selected for the campaign is correctly set up and verified in SES.

3. Customer Segment: Check if the customer segment you're targeting in your campaign has valid email addresses.

4. Campaign Limits: Review if you've hit any campaign limits or if there are any throttling issues.

5. Contact Flow: Although you've set up a contact flow, ensure it's correctly associated with your campaign and includes the necessary blocks for email sending.

6. Permissions: Verify that your Amazon Connect instance has the necessary permissions to send emails through SES and write logs to CloudWatch.

7. CloudWatch Log Group: Make sure you're looking at the correct log group in CloudWatch. The naming convention for Connect log groups is typically "/aws/connect/{InstanceId}".

8. Error Handling: Add error handling blocks in your contact flow to catch and log any issues that might be occurring during the email sending process.

If after checking these areas you're still experiencing issues, you may need to contact AWS Support for further assistance. They can help you dive deeper into the specifics of your setup and identify any configuration issues that might be preventing your outbound email campaign from functioning correctly.
Sources
Create an Outbound Campaign - Amazon Connect
Enable email for your Amazon Connect instance - Amazon Connect
Set up Amazon Connect outbound campaigns - Amazon Connect

When using Amazon Connect in the SES (Simple Email Service) Sandbox environment, you need to follow these steps to send outbound emails:

1. Email Verification: The email address you plan to use for sending outbound emails must be verified in Amazon SES. This is a requirement for the Sandbox environment.

2. Authorization Policy: After verifying the email, you need to add an authorization policy to allow Amazon Connect to send emails through SES. This is done by navigating to: Identities -> Your verified email address -> Authorization

   Then, add the following policy:

   {
       "Version": "2012-10-17",
       "Statement": [
           {
               "Effect": "Allow",
               "Resource": "<SES identity ARN>",
               "Action": [
                   "ses:SendRawEmail",
                   "ses:GetEmailIdentity"
               ],
               "Principal": {
                   "AWS": [
                       "<SLR arn>"
                   ]
               }
           }
       ]
   }

   This policy grants the necessary permissions for Amazon Connect to use SES for sending emails.

3. Service-Linked Role (SLR) ARN: To obtain the SLR ARN:

   • Go to the Amazon Connect Distribution settings section on the overview screen
   • Click on the Service-linked role
   • In the Summary section of the role screen, copy the Service-linked role ARN

4. SES Identity ARN: To obtain the SES Identity ARN:

   • Open the Amazon SES console at https://console.aws.amazon.com/ses/
   • In the navigation pane, under Configuration, choose Identities
   • In the Identities container, select your email address identity
   • Copy the ARN

By following these steps and applying the provided policy, you enable Amazon Connect to send emails through SES while in the Sandbox environment.