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Email is a contact with a 90-day thread — Learn it in 5 minutes
About five minutes of reading
An email is not a chat transcript and not a case, though it can create both.
Connect Customer lists 0.080 USD per email. Basic lists 0.050 USD plus a small delivery fee in the example. Threads stay together for 90 days. Active email contacts expire at 14 days unless you set connect:ContactExpiry, and never beyond 90. The concurrent active email quota defaults to 1000.
One Connect email domain and up to 100 custom domains. Fifty addresses across To and Cc. No BCC.
- Outbound email from an agent and a flow acknowledgment are both billable messages in the examples.
- SES networking applies if you send a lot.
- Put the case id in the thread so the next reply finds it.
- Do not staff email on a voice-only routing profile.
Number on this page: Thread 90d. Then a new conversation
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Sources and go deeper
- Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10
- Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10