Set up custom domains in Amazon Connect hosted with M365 Exchange Online or Google Workspace
AWS enables custom domain email routing through Amazon Connect with Microsoft 365 and Google Workspace AWS published a guide for setting up custom domains in Amazon Connect integrated with Microsoft 365 Exchange Online or Google Workspace. The solution allows organizations to route emails from their existing email servers through Amazon SES SMTP endpoints while maintaining their established support email addresses and brand identity. The approach enables automated email acknowledgments, agent routing, and responses within Amazon Connect while preserving existing email infrastructure investments. Key prerequisites include DNS configuration access, email platform admin permissions, AWS IAM access, and SES production access. This integration creates a unified communication hub that enhances customer experience and agent productivity for contact centers.
EUM / SES Relevance
Directly relevant to AWS SES as it demonstrates custom domain configuration, sender reputation monitoring, delivery tracking, and email authentication integration with Amazon Connect for enterprise email routing and management.
Key Takeaways
- arrow_right_alt Amazon Connect Email integrates with Amazon SES to manage email sending, receiving, spam detection, delivery monitoring, and sender reputation tracking.
- arrow_right_alt Organizations can maintain their existing email infrastructure and well-known support email addresses while implementing Amazon Connect automation and agent workflows.
- arrow_right_alt The solution routes customer emails through primary email servers (M365/Google Workspace) to Amazon Connect via SES, with agent responses sent back through the custom domain.
- arrow_right_alt DNS configuration and SES production access are required prerequisites, with recommendations to use subdomains for testing to avoid disrupting primary domain email receiving.
- arrow_right_alt The integration enables automated acknowledgments, email prioritization, case creation, and proactive outbound campaigns while preserving brand recognition and customer trust.