Email is a contact with a 90-day thread

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.

Picture from this room.

1. Receive. A contact.
2. Acknowledge. That email counts.
3. Thread. 90 days.
4. Expire. 14 days unless you set it.

What usually goes wrong: Treating a reply on day 91 as the same contact. It is a new thread.

Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Glossary

• Outbound campaign Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.
• Check call progress The block that branches on answering-machine detection. Campaign flows only.
• Persistent chat A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.
• WhatsApp A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.

Mind map

Open the Channels and campaigns mind map

Sister technologies

Each channel has its own quota, its own price unit, and its own way of getting stuck in an active state.

Config and troubleshooting

Treating a reply on day 91 as the same contact. It is a new thread.

Chat, SMS, WhatsApp, and email do not share the voice concurrency of 1. Set MediaConcurrencies for the channel you are opening. Quotas for concurrent chats are still an instance limit.

RoutingProfile

Resources:
  ChatProfile:
    Type: AWS::Connect::RoutingProfile
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: ChatAndVoice
      DefaultOutboundQueueArn: !GetAtt OrdersQueue.QueueArn
      MediaConcurrencies:
        - Channel: VOICE
          Concurrency: 1
        - Channel: CHAT
          Concurrency: 2

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.