AWS How-To: Fix Incoming Emails with *.email.connect.aws in Amazon Connect

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If you’re testing Amazon Connect’s email feature and running into trouble with inbound emails bouncing, you’re not alone. Many users find that outbound emails work smoothly with the automatically assigned *@.email.connect.aws domain, but replying to those emails from Gmail or Outlook often results in a 550 5.1.1 user unknown error. Here’s a straightforward guide to help you troubleshoot and set up your system properly.

First, it’s good to confirm that the basic setup is correct. If outbound emails are functioning but inbound replies bounce, it often means there’s a configuration issue with receiving emails. Many users have already tried creating new Amazon Connect instances, enabling email data storage in an S3 bucket, verifying identities in SES, and adjusting permissions—yet inbound still doesn’t work.

Most official documentation suggests using custom verified domains in SES, such as [email protected], rather than relying on the default AWS-provided domains like *.email.connect.aws. Using a verified custom domain gives you more control and reliability over receiving emails.

So, your main question is whether it’s possible to receive inbound emails using the default AWS-provided domain. The answer is generally no. The AWS-provided domains are primarily designed for outbound messaging, and they don’t support inbound email reception out of the box. To receive emails successfully, you usually need to set up a custom domain that you verify in SES.

Here’s what you should do:

Create and verify a custom domain in SES. This involves adding DNS records to your domain provider to prove ownership. Once verified, you can use this domain for your inbound email address.
Configure your email address or alias in SES. Set up the email address (like [email protected]) that you want to receive replies through.
Update your Amazon Connect contact flow. Use this verified email address for inbound messaging setup.
Set the DNS records correctly. Make sure the MX records for your domain point to the correct SES mail servers.
Test the setup. Send an email from your Gmail or Outlook account and verify that it arrives in SES and Amazon Connect without bouncing.

Following these steps ensures that replies from external email clients deliver properly. While it might seem easier to just use the default AWS domain, using a verified custom domain is the most reliable way to handle inbound emails effectively.

If you’re hesitant or new to DNS and SES, consider consulting detailed AWS documentation or reaching out to technical support. Setting up a verified domain is a crucial step that significantly improves your email communication reliability in Amazon Connect.