3731925 - Email Channel Limits and MTA Provider Behavior in SAP Service Cloud Version 2

• Customer inquires whether the limit of 20 outbound channels applies when using a custom SMTP (e.g., AWS SES).
• Customer wants to confirm if multiple MTA providers (Outlook + AWS SES) can be used simultaneously for different email scenarios (e.g., customer interaction vs. auto-flow emails).

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

• Misunderstanding of system limitations related to: 
  • Default SAP-managed AWS SES configuration
  • Custom SMTP (customer-managed MTA providers)
  • Inbound vs. outbound channel architecture in SCV2

1. Outbound Channel Limit (AWS SES vs SMTP) 
   • The limit of 20 inbound/outbound channels applies only to the default SAP-managed AWS SES provider.
   • If you switch the Email MTA Provider Type to SMTP (e.g., using your own AWS SES or corporate mail server):
     1. The 20-channel limitation is removed
     2. Administrators can configure unlimited outbound channels (subject to infrastructure capacity)
   • Important prerequisite:
     • All existing email channels must be deactivated before changing the MTA provider type.
     • Reference KBA: 3469392 - Unable To Change Outbound Email MTA Provider Type
2. Using Multiple MTA Providers (Outlook + AWS SES)
   • This scenario is supported with specific constraints:
     • Inbound Email Handling
       • Inbound emails always use SAP’s default AWS SES
       • Even if customer uses their own MTA:
         • Emails must be forwarded from the customer mail server (e.g., Outlook)
         • Forwarding target = SCV2 technical email address
     • Reference: Configure Email Channels
     • Inbound channels:
       • Used only for receiving emails
       • There is no set limit on the number of channels that can be created
       • Not supported/available in:
         • Email composer
         • Autoflow
         • Feedback scenarios
3. Outbound Email Handling
   • Multiple MTA providers (e.g., Outlook SMTP, AWS SES SMTP) can be configured
   • Each outbound email channel can be independently assigned to a specific MTA provider
   • Example Use Case (Supported):
     • Outlook → Customer interaction emails (reply expected)
     • AWS SES → Autoflow / notification emails (no reply expected)
   • Additional Information
     • MTA flexibility applies only to outbound processing
     • Inbound processing remains tied to SAP-managed AWS SES
     • Ensure proper email forwarding configuration from corporate mail systems

• refer to: Configure email channels
• refer to: KBA 3469392 - Unable To Change Outbound Email MTA Provider Type

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