Tracking Link Not Opening

Problem / Symptoms

• When the recipient of an SMS or Email clicks on the shared location tracking link (URL) they report issues such as:

  • broken tracking links

  • black screen which never loads

  • a constant ‘loading’ icon

  • no tracking or rating screen

  • a reduction in rating submissions

• The Tracking URL received by the end-user/customer is different from the URL shown in the Bringg interface

Screenshots

Cause Summary

• An encoding issue in the SMS or Email content has resulted in the tracking link URL becoming corrupted during transmission to the end-user/recipient.

• This encoding issue could be caused by percent/URL encoding, uncode-type language encoding or other manipulation of the URL during storage or transmission.

• The tracking URL should look like this (color added for emphasis):

  • https://app.bringg.com/ses.html?1JvgtjX3&e=6

  • https://c.bringg.com/#/s/6N8AY7zY/&e=6

• A problematic URL could look like this

  • https://app.bringg.com/ses.html?1JvgtjX3%26e=6

  • https://app.bringg.com/ses.html%3F1JvgtjX3%26e=6

  • https://c.bringg.com/#/s/6N8AY7zY/%26e=6

Solution Steps

1. Confirm the the tracking link URL is being generated correctly. This can be found:

   • In the data.message and data.url fields of the webhook payload sent from Bringg to the customer endpoint.

   • In the “Tracking Links” section of the Order page.

2. Confirm the tracking link URL is being sent in the SMS message or email from the SMS/email provider to the end-user - specifically, confirm the encoding of the URL variables.

   • If necessary, provide your phone number or email address and ask to have a notification sent directly to you as if you were the end-user.

3. Bad encoding is an issue most likely to affect SMSs or Emails sent by 3rd parties as those systems may need to manipulate the tracking URL or encoding provided by Bringg. However, if the issue is found in SMS/Emails sent from Bringg:

   1. Check the Customer Notifications setting page and Tags setting page to ensure that any templates and macros appear correctly.

   2. Strip any non-ASCII, non-unicode characters from your notification template fields. Please note: Some extended characters are invisible (control characters); some look subtly different (e.g. smart 6699 quotes ““ rather than straight quotes "", long hyphens (aka ‘em dash' or 'long dash’) — rather than a regular hyphen -, emojis etc.); and others might be non-English or accented characters.

   3. Save and retest your notifications with a minimum or even no additional text in the notification templates besides the {{link}} macro.