How do I troubleshoot link tracking?

Last updated: November 5, 2026

If link tracking is not working as expected, check whether tracking is enabled, whether the correct tracking domain is configured, and whether clicks are appearing in the correct analytics view.

Before you start

  • Identify where the link was sent: conversation, campaign, sequence, or shareable link.

  • Prepare a test contact or test link.

  • Know whether you expect the default Whippy domain or a custom domain.

Steps

  1. Confirm link tracking is enabled at the organization level.

  2. Check whether tracking is disabled at the channel, campaign, or sequence level.

  3. Send a test message with a link.

  4. Confirm the contact receives a shortened tracked link.

  5. Review the selected link tracking domain.

  6. If using a custom domain, confirm it is configured for Links, not only email.

  7. Open the relevant conversation, campaign, sequence, or link analytics view.

  8. Click the test link and confirm the click appears.

  9. If using a shareable link, test it both inside and outside Whippy.

  10. If using social preview cards, test the link on the target platform.

Common fixes

  • Links are not shortening: Enable link tracking at the relevant level and resend the message.

  • Clicks are not recorded: Confirm Whippy replaced the original link with a tracked link.

  • The wrong domain is used: Check organization defaults and campaign or sequence overrides.

  • A custom domain does not work: Configure the domain for Links.

  • Social previews do not load: Confirm preview fields are configured and test in the target platform.

  • Location data looks wrong: Treat location metadata as approximate.

Tips

  • Enable tracking before sending live messages.

  • Test custom domains before using them in production campaigns.

  • Use location metadata as helpful context, not exact location data.

  • Expect Whippy to replace links inside messages with contact-specific tracked links.