AWS connect documentation change
Summary
Renamed 'Amazon Connect Email' to 'Connect Customer Email' throughout the document and updated all related references to match the new branding. The technical functionality and integration with Amazon SES remains unchanged.
Security assessment
The changes are purely branding/naming updates without any modifications to security mechanisms, vulnerabilities, or security features. The existing security integrations with Amazon SES (spam/virus scanning, delivery monitoring) remain documented but unchanged.
Diff
diff --git a/connect/latest/adminguide/email-capabilities.md b/connect/latest/adminguide/email-capabilities.md index 4e87d8138..ba3ccc95c 100644 --- a//connect/latest/adminguide/email-capabilities.md +++ b//connect/latest/adminguide/email-capabilities.md @@ -9 +9 @@ Receive emailsEmail contactsEvery email message is a unique email contactEmail t -# How Amazon Connect email works +# How Connect Customer email works @@ -11 +11 @@ Receive emailsEmail contactsEvery email message is a unique email contactEmail t -Amazon Connect Email provides built-in capabilities that make it easy for you to prioritize, assign, and automate the resolution of customer service emails, improving customer satisfaction and agent productivity. You can receive and respond to emails sent by customers to your [configured email addresses](./create-email-address1.html), or submitted by using web forms on your website or mobile app by using the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API. +Connect Customer Email provides built-in capabilities that make it easy for you to prioritize, assign, and automate the resolution of customer service emails, improving customer satisfaction and agent productivity. You can receive and respond to emails sent by customers to your [configured email addresses](./create-email-address1.html), or submitted by using web forms on your website or mobile app by using the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API. @@ -13 +13 @@ Amazon Connect Email provides built-in capabilities that make it easy for you to -Amazon Connect Email integrates with [Amazon Simple Email Service (SES)](https://docs.aws.amazon.com/ses/latest/dg/Welcome.html) to send, receive, and monitor emails for [content marked as spam or containing viruses](https://docs.aws.amazon.com/ses/latest/dg/receiving-email-concepts.html#receiving-email-auth-and-scan), [delivery success rates](https://docs.aws.amazon.com/ses/latest/dg/monitor-sending-activity.html), and [sender reputation results](https://docs.aws.amazon.com/ses/latest/dg/monitor-sender-reputation.html). +Connect Customer Email integrates with [Amazon Simple Email Service (SES)](https://docs.aws.amazon.com/ses/latest/dg/Welcome.html) to send, receive, and monitor emails for [content marked as spam or containing viruses](https://docs.aws.amazon.com/ses/latest/dg/receiving-email-concepts.html#receiving-email-auth-and-scan), [delivery success rates](https://docs.aws.amazon.com/ses/latest/dg/monitor-sending-activity.html), and [sender reputation results](https://docs.aws.amazon.com/ses/latest/dg/monitor-sender-reputation.html). @@ -15 +15 @@ Amazon Connect Email integrates with [Amazon Simple Email Service (SES)](https:/ -This topic explains how Amazon Connect Email, along with Amazon SES, work to enable a seamless customer experience. +This topic explains how Connect Customer Email, along with Amazon SES, work to enable a seamless customer experience. @@ -34 +34 @@ This topic explains how Amazon Connect Email, along with Amazon SES, work to ena -There are three main ways that Amazon Connect can receive emails: +There are three main ways that Connect Customer can receive emails: @@ -36 +36 @@ There are three main ways that Amazon Connect can receive emails: - * **Method 1** : By an [email address](./create-email-address1.html) defined in Amazon Connect (for example, support@`customer-domain`.com) using a [verified email domain from Amazon SES](https://docs.aws.amazon.com/ses/latest/dg/creating-identities.html#just-verify-domain-proc), such as the email domain provided with your Amazon Connect instance (for example, @`instance-alias`.email.connect.aws) or a custom verified domain that you own or is provided by your company (for example, @`customer-domain`.com). See [Step 3: Use your own custom email domains](./enable-email1.html#use-custom-email) in [Enable email for your instance](./enable-email1.html) for details about onboarding custom email domains. + * **Method 1** : By an [email address](./create-email-address1.html) defined in Connect Customer (for example, support@`customer-domain`.com) using a [verified email domain from Amazon SES](https://docs.aws.amazon.com/ses/latest/dg/creating-identities.html#just-verify-domain-proc), such as the email domain provided with your Connect Customer instance (for example, @`instance-alias`.email.connect.aws) or a custom verified domain that you own or is provided by your company (for example, @`customer-domain`.com). See [Step 3: Use your own custom email domains](./enable-email1.html#use-custom-email) in [Enable email for your instance](./enable-email1.html) for details about onboarding custom email domains. @@ -45 +45 @@ There are three main ways that Amazon Connect can receive emails: -The following diagram illustrates how emails sent from your customers are received by Amazon Connect using the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API for each of the methods mentioned above. +The following diagram illustrates how emails sent from your customers are received by Connect Customer using the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API for each of the methods mentioned above. @@ -49 +49 @@ The following diagram illustrates how emails sent from your customers are receiv -To integrate Methods 1 or 2, you need to verify an email domain on Amazon SES before you can use the email domain in Amazon Connect. For instructions, see [Verifying a DKIM domain identity with your DNS provider](https://docs.aws.amazon.com/ses/latest/dg/creating-identities.html#just-verify-domain-proc). +To integrate Methods 1 or 2, you need to verify an email domain on Amazon SES before you can use the email domain in Connect Customer. For instructions, see [Verifying a DKIM domain identity with your DNS provider](https://docs.aws.amazon.com/ses/latest/dg/creating-identities.html#just-verify-domain-proc). @@ -53 +53 @@ To integrate Method 3, you use the [StartEmailContact](https://docs.aws.amazon.c - * Include at least one email address from your Amazon Connect instance in either the To or CC attributes of the inbound email contact. + * Include at least one email address from your Connect Customer instance in either the To or CC attributes of the inbound email contact. @@ -60 +60 @@ To integrate Method 3, you use the [StartEmailContact](https://docs.aws.amazon.c - * Define an inbound flow from your Amazon Connect instance to route the inbound email contact created. + * Define an inbound flow from your Connect Customer instance to route the inbound email contact created. @@ -65 +65 @@ To integrate Method 3, you use the [StartEmailContact](https://docs.aws.amazon.c -If both are defined, the default behavior prioritizes the inbound flow from your Amazon Connect instance to handle the inbound email contact created. If multiple email addresses from your Amazon Connect instance are included in the To or CC email address attributes, multiple inbound email contacts will be created in your Amazon Connect instance. +If both are defined, the default behavior prioritizes the inbound flow from your Connect Customer instance to handle the inbound email contact created. If multiple email addresses from your Connect Customer instance are included in the To or CC email address attributes, multiple inbound email contacts will be created in your Connect Customer instance. @@ -69 +69 @@ If both are defined, the default behavior prioritizes the inbound flow from your -For general email receiving in Amazon Connect, including webform based email, the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API exposes basic email fields on the request object. This object is used to populate email information and start an email contact in Amazon Connect. The following fields are included: +For general email receiving in Connect Customer, including webform based email, the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API exposes basic email fields on the request object. This object is used to populate email information and start an email contact in Connect Customer. The following fields are included: @@ -86 +86 @@ For general email receiving in Amazon Connect, including webform based email, th -For more information about how the email contact information is populated into the email contact, see the Amazon Connect email contact data model . +For more information about how the email contact information is populated into the email contact, see the Connect Customer email contact data model . @@ -88 +88 @@ For more information about how the email contact information is populated into t -After the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API has performed request parameter validation and ensured that at least one To or CC email address is valid and exists in the Amazon Connect instance, here's what happens: +After the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartEmailContact.html) API has performed request parameter validation and ensured that at least one To or CC email address is valid and exists in the Connect Customer instance, here's what happens: @@ -94 +94 @@ After the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIRefe - 3. The flow is started. This is the flow that's associated with the email address found in the Amazon Connect instance. + 3. The flow is started. This is the flow that's associated with the email address found in the Connect Customer instance. @@ -99 +99 @@ After the [StartEmailContact](https://docs.aws.amazon.com/connect/latest/APIRefe -As part of this, you need to setup your email message and attachment storage for your Amazon Connect instance. +As part of this, you need to setup your email message and attachment storage for your Connect Customer instance. @@ -103 +103 @@ As part of this, you need to setup your email message and attachment storage for - * The remaining email contact attributes such as To, CC, Subject, and other attributes are stored on the email contact; see [Data model for Amazon Connect contact records](./ctr-data-model.html). + * The remaining email contact attributes such as To, CC, Subject, and other attributes are stored on the email contact; see [Data model for Connect Customer contact records](./ctr-data-model.html). @@ -108 +108 @@ As part of this, you need to setup your email message and attachment storage for -The following diagram illustrates the flow of the email message from the customer to Amazon SES and then to Amazon Connect. It shows the email message content stored in your S3 bucket, and then getting data from that bucket to display it to the agent. +The following diagram illustrates the flow of the email message from the customer to Amazon SES and then to Connect Customer. It shows the email message content stored in your S3 bucket, and then getting data from that bucket to display it to the agent. @@ -114 +114 @@ The following diagram illustrates the flow of the email message from the custome -Amazon Connect email differs from voice, chat, and tasks. +Connect Customer email differs from voice, chat, and tasks. @@ -116 +116 @@ Amazon Connect email differs from voice, chat, and tasks. - * Every email message, inbound to or outbound from Amazon Connect, is its own unique email contact. + * Every email message, inbound to or outbound from Connect Customer, is its own unique email contact. @@ -123 +123 @@ Amazon Connect email differs from voice, chat, and tasks. -However, like other channels in Amazon Connect, an email contact has similar initiation methods, such as `INBOUND`, `OUTBOUND`, `TRANSFER`, `API`, `QUEUE_TRANSFER` and `END/DISCONNECT`. It also has similar states, such as `CREATED`, `QUEUED`, `CONNECTING`, `CONNECTED`, `MISSED`, `TRANSFERRED`, `ERROR`, `ENDED/DISCONNECTED`, `REJECTED`. +However, like other channels in Connect Customer, an email contact has similar initiation methods, such as `INBOUND`, `OUTBOUND`, `TRANSFER`, `API`, `QUEUE_TRANSFER` and `END/DISCONNECT`. It also has similar states, such as `CREATED`, `QUEUED`, `CONNECTING`, `CONNECTED`, `MISSED`, `TRANSFERRED`, `ERROR`, `ENDED/DISCONNECTED`, `REJECTED`. @@ -125 +125 @@ However, like other channels in Amazon Connect, an email contact has similar ini -For information about how the email contact information is populated into the email contact, see [Data model for Amazon Connect contact records](./ctr-data-model.html). +For information about how the email contact information is populated into the email contact, see [Data model for Connect Customer contact records](./ctr-data-model.html). @@ -131 +131 @@ Email threading ensures that outgoing emails and incoming responses related to a -In order to maintain the whole email conversation, Amazon Connect links the email contacts together using a few fields on the email contact such as the relatedContactId and a list of email headers that follow conventional email client standards (RFC 5256). +In order to maintain the whole email conversation, Connect Customer links the email contacts together using a few fields on the email contact such as the relatedContactId and a list of email headers that follow conventional email client standards (RFC 5256). @@ -143 +143 @@ If the customer replies to an older message in the email thread, an email thread -In both scenarios Amazon Connect keeps a record of each of the email messages that are related to a thread. Each email message can be accessed by the email that succeeded it. +In both scenarios Connect Customer keeps a record of each of the email messages that are related to a thread. Each email message can be accessed by the email that succeeded it. @@ -147 +147 @@ In both scenarios Amazon Connect keeps a record of each of the email messages th -All email messages from Amazon Connect are sent from Amazon SES directly to your customer. Whether you're using the email domain provided with your Amazon Connect instance (for example, @`instance-alias`.email.connect.aws) or a custom verified domain (for example, @`customer`.com), Amazon SES is authorized by verifying a domain identity to send emails directly to your customers. +All email messages from Connect Customer are sent from Amazon SES directly to your customer. Whether you're using the email domain provided with your Connect Customer instance (for example, @`instance-alias`.email.connect.aws) or a custom verified domain (for example, @`customer`.com), Amazon SES is authorized by verifying a domain identity to send emails directly to your customers.