Email: Auto-replies (Engage Legacy)

Local Measure Engage provides full email routing capabilities for Amazon Connect. A key benefit is that all emails are routed via Amazon Connect - and not brought into the agent desktop on the side - which means that all queue and agents reports are also available for the email channel.

Prerequisites

Amazon Simple Email Services (SES) being configured correctly

The Local Measure Engage CloudFormation stack having been deployed with the required information specified

A Distribution flow having been specified in Local Measure Engage

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Auto-replies

Some organizations require auto-replies to be sent to clients in order to acknowledge receipt of emails. This can be achieved by using a Lambda Function in the contact flow - which is used to route email - to send an email.

The below Python code snippet shows an example of how this can be achieved using Lambda:

<pre><code class="language-python">
import boto3

def lambda_handler(event, context):

try:
recipient = event['Details']['Parameters']['to']
subject = event['Details']['Parameters']['subject']
subject = 'RE: '+ subject

#update the below with the message you want to send to the client
body = "Replace with the message you want to send"

# Create a new SES client
ses_client = boto3.client('ses', region_name='us-east-1') #change to match the SES region you use

# Specify the sender's email address
# NOTE: the sender address MUST be configured as a verified identity in SES
sender = 'noreply@myemaio.com'

# Send the email
response = ses_client.send_email(
Source=sender,
Destination={'ToAddresses': [recipient]},
Message={
'Subject': {'Data': subject},
'Body': {'Text': {'Data': body}}
}
)
print('Email sent successfully!')
except Exception as e:
print('Error:', e)
</pre></code>

Note that the above is merely a snippet to get you started and that it will require updates.

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The above lambda can be invoked from a contact flow as illustrated below:

Another option would be to configure email templates in SES and change the lambda code to use a template in order to send the auto reply. This section in the SES admin guide provides the details on using email templates.