# Accept incoming emails
<a name="accept-emails"></a>

This topic explains how agents use the Contact Control Panel (CCP) to handle email contacts. Agents can accept incoming emails, review email content and threads, compose responses, and manage email contacts throughout their lifecycle.

## Overview of email contact handling
<a name="accept-emails-overview"></a>

When an email contact is routed to an agent, it appears in the CCP just like voice and chat contacts. Agents can accept, handle, and complete email contacts using the same familiar interface.

Key capabilities for handling email contacts include:
+ Accepting incoming email contacts from the queue
+ Viewing email content, including the message body and thread history
+ Reading and downloading email attachments
+ Composing and sending email responses
+ Selecting the appropriate From email address
+ Forwarding emails to external addresses
+ Transferring email contacts to other agents or queues

## Receiving and accepting email contacts
<a name="accept-emails-receiving"></a>

Email contacts are routed to agents based on their routing profile and queue assignments, similar to other contact types.

### Email contact notifications
<a name="accept-emails-notification"></a>

When an email contact is offered to an agent:

1. The CCP displays a notification showing an incoming email contact.

1. The notification includes basic information such as the sender's email address and subject line.

1. The agent has a configured amount of time to accept or reject the contact.

![\[The CCP displaying an incoming email contact notification with sender email address, subject line, and Accept/Reject buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-incoming-notification.png)


### Accepting an email contact
<a name="accept-emails-accepting"></a>

To accept an incoming email contact:

1. When the email contact notification appears in the CCP, choose **Accept**.

1. The email contact opens in the CCP, displaying the email content and available actions.

1. Review the email details, including sender, recipients, subject, and message body.

![\[The CCP showing an accepted email contact with email header, message body, and action buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-accepted-contact.png)


**Note**  
If you don't accept the email contact within the configured timeout period, it will be returned to the queue and may be offered to another agent.

## Email contact interface in the CCP
<a name="accept-emails-interface"></a>

When an agent accepts an email contact, the CCP displays a dedicated email interface with the following components:
+ **Email header**: Displays the From, To, CC, and Subject fields.
+ **Message body**: Shows the content of the current email message.
+ **Email thread**: Displays previous messages in the conversation, if applicable.
+ **Attachments**: Lists any files attached to the email, with options to view or download.
+ **Reply area**: Provides a text editor for composing responses.
+ **Action buttons**: Includes options to send, transfer, or end the contact.

![\[The email contact interface in the CCP with labeled components including email header, message body, thread view, attachments section, reply area, and action buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-interface-components.png)


## Reading and reviewing email content
<a name="accept-emails-reading"></a>

Agents can review all aspects of an email contact to understand the customer's inquiry and provide an appropriate response.

### Viewing email details
<a name="accept-emails-viewing-details"></a>

The email header displays key information:
+ **From**: The customer's email address
+ **To**: The email address(es) that received the message
+ **CC**: Any email addresses copied on the message
+ **Subject**: The email subject line
+ **Date/Time**: When the email was sent

![\[The email header section showing From, To, CC, Subject, and Date/Time fields.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-header-details.png)


### Viewing email threads
<a name="accept-emails-viewing-thread"></a>

Amazon Connect automatically groups related email messages into threads, allowing agents to see the full conversation history. Email threading follows standard email client conventions (RFC 5256).

To view an email thread:

1. In the CCP, the current email message is displayed at the top.

1. Previous messages in the thread appear below, in chronological order.

1. Expand or collapse individual messages to review their content.

![\[The email thread view showing the current message at the top and previous messages in chronological order below, with expand/collapse controls.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-thread-view.png)


Email threads help agents understand the full context of a customer inquiry, including previous interactions and responses.

### Viewing and downloading attachments
<a name="accept-emails-attachments"></a>

If an email includes attachments, they are listed in the attachments section of the CCP.

To view or download an attachment:

1. Locate the attachments section in the email interface.

1. Choose the attachment name to download it to your local device.

1. Open the downloaded file using the appropriate application.

![\[The attachments section displaying attached files with file names, sizes, and download buttons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-attachments.png)


**Important**  
Attachments are stored in your organization's Amazon S3 bucket. Ensure you have the necessary permissions to access attachments. If attachment scanning is configured, only attachments that pass security scans will be available for download.

## Composing and sending email responses
<a name="accept-emails-responding"></a>

After reviewing an email contact, agents can compose and send a response directly from the CCP.

### Composing a response
<a name="accept-emails-compose"></a>

To compose an email response:

1. In the reply area of the CCP, enter your response message.

1. The To and CC fields are automatically populated based on the incoming email. You can modify these if needed.

1. The Subject field is automatically populated with "Re: [original subject]". You can modify this if needed.

1. Use the text editor to format your message, if formatting options are available.

1. If needed, add attachments to your response by choosing the attachment option.

![\[The email reply area showing To, CC, Subject fields auto-populated, and the text editor for composing a response.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-ccp-compose-response.png)


### Sending a response
<a name="accept-emails-sending"></a>

To send your email response:

1. Review your message for accuracy and completeness.

1. Verify that the From email address is correct. See [Select a From email address](agent-select-from-email.md) for details on selecting the appropriate sender address.

1. Choose **Send** to send the email.

1. The email is sent through Amazon SES to the customer.

After sending a response, the email contact remains active until you choose to end it. This allows you to send multiple messages within the same contact if needed.

### Using message templates
<a name="accept-emails-templates"></a>

If your organization has configured message templates, you can use them to quickly insert pre-written content into your email responses. For information about message templates, see [Create message templates](create-message-templates1.md).

## Email contact states
<a name="accept-emails-states"></a>

Email contacts move through various states during their lifecycle, similar to other contact types in Amazon Connect:
+ **Incoming**: The email contact is being offered to the agent.
+ **Connected**: The agent has accepted the email contact and is actively handling it.
+ **Ended**: The agent has completed handling the email contact.

Unlike voice contacts, email contacts do not have a "hold" state. Agents can work on multiple email contacts simultaneously, switching between them as needed.

## Managing email contacts
<a name="accept-emails-managing"></a>

Agents have several options for managing email contacts in the CCP.

### Ending an email contact
<a name="accept-emails-ending"></a>

To end an email contact:

1. After sending your final response or completing your work on the email, choose **End contact** or **Close**.

1. The email contact is marked as complete and removed from your active contacts.

1. Complete any required after-contact work (ACW) if configured.

**Note**  
Ending an email contact does not prevent the customer from sending additional emails. If the customer replies after you end the contact, a new email contact will be created and routed according to your flow configuration.

### Handling multiple email contacts
<a name="accept-emails-multiple"></a>

Agents can handle multiple email contacts simultaneously, up to the limits configured in their routing profile. To switch between active email contacts:

1. In the CCP, view the list of your active contacts.

1. Choose the email contact you want to work on.

1. The selected email contact is displayed in the CCP interface.

**Topics**
+ [Overview](#accept-emails-overview)
+ [Receiving email contacts](#accept-emails-receiving)
+ [Email interface](#accept-emails-interface)
+ [Reading emails](#accept-emails-reading)
+ [Responding to emails](#accept-emails-responding)
+ [Contact states](#accept-emails-states)
+ [Managing contacts](#accept-emails-managing)
+ [Select From address](agent-select-from-email.md)
+ [Forward emails](agent-forward-email.md)

# Select a From email address
<a name="agent-select-from-email"></a>

When agents reply to or initiate emails, they can select which From (system) email address to use. This is helpful when agents support multiple brands, departments, or business units within the same contact center.

See [Create email addresses](create-email-address1.md) if you do not have email addresses created in your Amazon Connect instance.

## Selecting a From address when replying to inbound emails
<a name="agent-select-from-email-reply"></a>

When an agent replies to an inbound email contact:

1. The **From** address defaults to the original email address that received the customer's email.

1. The agent sees a label indicating **Original email address that received this email contact**.

1. The agent can change to a different address if needed by selecting from the **From** dropdown.

The available email addresses come from the queue that received the contact. The list is ordered as follows:

1. The original email address that received the inbound email (labeled as **Original email address that received this email contact**)

1. The default email address configured on the queue

1. The remaining additional email addresses configured on the queue

![\[The From address dropdown when replying to an inbound email, showing the original email address that received the contact labeled at the top, followed by the default queue address and additional addresses.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-reply.png)


## Selecting a From address when initiating outbound emails
<a name="agent-select-from-email-initiate"></a>

When an agent initiates a new outbound email contact:

1. The **From** address defaults to the default email address configured on the agent's default outbound queue (specified in their routing profile).

1. The agent can change to a different address by selecting from the **From** dropdown.

The available email addresses come from the default outbound queue configured in the agent's routing profile. The list is ordered as follows:

1. The default email address configured on the default outbound queue

1. The remaining additional email addresses configured on the default outbound queue

![\[The From address dropdown when initiating an outbound email, showing the default email address from the agent's routing profile at the top, followed by additional addresses.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-initiate.png)


## Using the From address selector
<a name="agent-select-from-email-using"></a>

To select a From email address:

1. Choose the **From** dropdown to see all available email addresses.

1. Use the search box to quickly find the right address.

1. Review the information displayed for each address:
   + Friendly sender name (if configured)
   + Email address
   + Description (if configured)

   For example: `Support Team <support@example.com> - For customer support inquiries`

1. Select the appropriate address for your use case.

![\[The From address selector showing the search box, and email addresses displayed with friendly sender names, email addresses, and descriptions.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-from-selector-search.png)


**Note**  
The list of available email addresses respects your security permissions. If [tag-based access control (TBAC)]() is configured, you only see email addresses that match your assigned tags.

## Example use cases
<a name="agent-select-from-email-examples"></a>

The following examples show when agents might need to select a different From email address:
+ **Multi-brand support**: An agent handles contacts for both an insurance division and a retail division. When sending a follow-up email, the agent selects the appropriate brand email address.
+ **BPO scenario**: A BPO agent supporting multiple client brands receives a call from AnyCompany Brand. When initiating a follow-up email, the agent selects the AnyCompany Brand email address.
+ **Blended agents**: An agent on a voice call needs to send follow-up instructions via email. The agent initiates an outbound email and selects the correct department email address.
+ **Email routing correction**: An agent receives an email that was sent to sales@example.com but should have gone to support@example.com. The agent selects support@example.com as the From address when replying.

# Forward email contacts to external email addresses
<a name="agent-forward-email"></a>

Agents can forward email contacts to external email addresses (for example, `firstname.lastname@anycompany.com`) or distribution lists (for example, `support-team-distro@anycompany.com`) when they need to involve other parties outside of Amazon Connect. This feature allows agents to share customer emails with external teams, partners, or systems while maintaining the email thread within Amazon Connect.

## Overview of email forwarding
<a name="agent-forward-email-overview"></a>

Email forwarding enables agents to:
+ Send a copy of the email contact to external email addresses
+ Forward emails to distribution lists or group email addresses
+ Include additional context or instructions when forwarding

**Important**  
Forwarding an email contact sends a copy to external recipients but does not transfer the contact out of Amazon Connect. The agent remains responsible for the contact until they end it or transfer it to another agent or queue within Amazon Connect.

## How to forward an email contact
<a name="agent-forward-email-how"></a>

To forward an email contact to an external address:

1. In the CCP, open the email contact you want to forward.

1. Choose the **Forward** option or button.

1. In the **To** field, enter the external email address or addresses where you want to forward the email. You can only enter 1 email address in the **To** field. Additional recipients can be added to the **CC** field.

1. Optionally, add a message in the body field to provide context or instructions for the external recipients.

1. Optionally, add any attachments required.

1. Review the forwarded content, which includes:
   + The original email message and thread
   + Your additional message (if provided)

1. Click **Send** to forward the email.

![\[The email forward interface in the CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/email-forward-interface.png)


The forwarded email is sent to the external recipients. The email contact remains active in your CCP until you end it either by responding to it or clicking **Done** to close it.

## Forwarding to distribution lists
<a name="agent-forward-email-distribution"></a>

You can forward email contacts to distribution lists or group email addresses in the same way you forward to individual addresses. Simply enter the distribution list email address in the **To** field.

Common use cases for forwarding to distribution lists include:
+ Escalating issues to specialized teams
+ Sharing customer feedback with product teams
+ Notifying management of high-priority issues
+ Coordinating with external partners or vendors

## Permissions and restrictions
<a name="agent-forward-email-permissions"></a>

Email forwarding capabilities are controlled by your security profile permissions. Your administrator configures which agents can forward emails ("Initiate email conversation" must be enabled on your [Contact Control Panel (CCP)](security-profile-list.md#ccp-permissions-list)) and to which external addresses (based on checking contact attributes in the [Default outbound flow in Amazon Connect: "This call is not being recorded"](default-outbound.md)).

Potential restrictions may include:
+ Allowed external domains or email addresses
+ Blocked domains to prevent forwarding to unauthorized recipients
+ Limits on the number of external recipients per forward
+ Requirements for manager approval before forwarding

**Note**  
If you attempt to forward an email to an address that is not permitted by your organization's policies, you may receive an error message.

## Best practices for forwarding emails
<a name="agent-forward-email-best-practices"></a>

Follow these best practices when forwarding email contacts:
+ **Verify recipient addresses**: Double-check that you're forwarding to the correct external address before sending.
+ **Protect customer privacy**: Be mindful of customer data and privacy regulations when forwarding emails to external parties. Only forward to authorized recipients.
+ **Add context**: Include a brief message explaining why you're forwarding the email and what action you expect from the recipients.
+ **Review attachments**: Ensure that any attachments being forwarded are appropriate and don't contain sensitive information that shouldn't be shared externally.
+ **Follow up**: If you're forwarding an email for action by external parties, make sure to follow up to ensure the issue is resolved.
+ **Document the forward**: Add notes to the contact record indicating that you forwarded the email, to whom, and why.

## Forwarding vs. transferring
<a name="agent-forward-email-vs-transfer"></a>

It's important to understand the difference between forwarding and transferring an email contact:
+ **Forwarding**: Sends a copy of the email to external recipients outside of Amazon Connect. You remain responsible for the contact and must continue to handle it or end it.
+ **Transferring**: [Quick connect scenarios for transferring contacts](how-quick-connects-work.md), transfers the email contact to another agent or queue within Amazon Connect. The contact is removed from your queue and assigned to the transfer destination.

Use forwarding when you need to share information with external parties while maintaining ownership of the contact. Use transferring when you need to hand off the contact to another agent or team within your contact center.