Handle email where you handle everything else
Managing email apart from voice and SMS hides the full picture. Connect Customer brings it together.
Measure your team on issues resolved — not emails cleared.
Managing email in a silo means sorting, context-switching, and repeat questions - and a fragmented view of your customer. Connect Customer changes that. Built-in AI resolves routine emails automatically, assists on complex ones, and learns with every interaction. However a customer reaches you, your team sees the full story and stays focused on what matters: resolving real issues.
One workspace for every channel with Connect Customer. Zero context-switching.
Email integrated in the same agent workspace as voice, chat, SMS, and messaging. No separate tool, no lost context. Agents see the full customer timeline — including prior calls, chats, and case history — right alongside the active email thread.
- Handle email without switching applications
- See every past call, chat, and email — before you reply
- Emails routed by intent — not just keywords
- Agents pull the emails they’re best suited to handle
- Customers never repeat themselves — even across follow-ups
You set the dial on email automation: from AI-resolved to human-led.
Built-in AI resolves routine emails in seconds — reading full threads, attachments, cases, and customer history to craft accurate, on-brand replies. For complex issues, it summarizes context, suggests responses, and validates tone before your team hits send. You choose the balance. And every interaction makes it smarter.
- Built-in AI resolves routine emails end-to-end — automate emails in seconds, not hours
- Reads full threads, attachments, and forwarded messages before replying
- Pulls context from cases, profiles, and prior conversations automatically
- Cites sources and validates tone, grammar, and brand before every send
- Continuously learns from agent edits — gets better with every interaction
- You choose the mix: 100% AI, 100% human, or both
Turn emails into cases with intent-based email routing on your terms.
Connect Customer lets you define when incoming emails automatically create, update, or thread into existing cases — based on intent, customer, or your own rules. Your team tracks issues to resolution without a separate ticketing system, and without drowning in duplicates.
- Define rules for when emails create cases vs. thread into existing ones
- AI detects intent to match emails to open cases automatically
- No duplicates — smart threading by customer, subject, and context
- Full customer history attached to every case from day one
One analytics dashboard for email automation. Every channel, one view.
Email reporting lives alongside voice and chat — so your team sees the full picture without stitching tools together.
- Real-time and historical email metrics, built in
- Spot trends before they become problems
- No exporting across tools
- Analytics that make your AI smarter over time
Branded email marketing automation software without the extra tools or team.
Design beautiful, personalized outbound emails — order confirmations, recommendations, proactive updates — without a separate marketing tool or any code.
- Drag-and-drop email marketing automation tool with your brand built in
- Describe the email you want. AI builds the template.
- Dynamic personalization — name, order details, recommendations
- No developer needed. No separate email marketing automation tool to buy.
Email automation that grows with you. Works with everything else. 24 x 7
Email, connected to the rest of your operation. Connect Customer was designed so every channel shares the same AI, routing, and workspace. Build your success by layering in email, quickly and easily.
- AI and humans, together. Not AI-only — your team stays in control, with AI augmenting every channel.
- Customers get real answers at 2am — not “we’ll respond during business hours.”
- No ceiling. No per-channel licensing. Scales on AWS infrastructure from startup to global enterprise.
Frequently asked questions
Email on Amazon Connect is the native channel in Amazon Connect Customer — built-in email automation that resolves routine emails with AI, routes by intent, and shares one workspace with voice, chat, and SMS.
What is email on Connect Customer?
Email on Connect Customer is a fully native email channel that handles inbound and outbound email in the same agent workspace as voice, chat, and SMS — with the same AI, routing, and analytics.
How does email automation work in Amazon Connect Customer?
Built-in AI reads full threads, attachments, cases, and customer history to resolve routine emails end-to-end, and assists agents on complex issues with suggested replies and summarization.
Can I automate emails end-to-end with AI?
Yes. You set the dial from 100% AI-resolved to human-led. AI drafts, validates tone and brand, cites sources, and learns from every agent edit.
Does Connect Customer include email marketing automation software?
Yes. A no-code drag-and-drop designer builds branded outbound emails — order confirmations, recommendations, and proactive updates — with dynamic personalization and no separate marketing platform.
How does Connect Customer route and prioritize emails?
Emails are routed by intent, not just keywords, using skills-based routing and queue priority so agents pull the emails they are best suited to handle.
What email analytics does Amazon Connect Customer provide?
Real-time and historical email metrics live in one unified dashboard alongside voice and chat — no exporting or stitching tools together.
How is this different from a standalone email automation tool?
Unlike a standalone email automation tool, email on Connect Customer shares one AI engine, one workspace, and one analytics layer across every channel — with no per-channel licensing and AWS scale.
