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Patient Copilot Help Center

How to fix links in the email that do not open?

If links in your emails are not opening, it’s usually caused by an issue with your tracking domain or DNS configuration. This article walks you through why this happens and provides steps to troubleshoot and fix the issue. Note: This video example uses Mailgun, but the same principles apply to all providers. * * * ## What Causes Email Links to Not Open? Email links usually don’t open because the tracking domain isn’t set up correctly or isn’t resolving in DNS. When an email is sent, the link is rewritten so it passes through a tracking domain before sending users to the final page. If that tracking domain has a DNS or SSL issue, the redirect breaks and the link won’t open. To fix this, make sure your tracking domain is configured properly. This means the correct CNAME record is in place, the domain resolves in DNS and the HTTPS/SSL is active. Once these are set correctly, the redirect works again and your links will open normally. Note: Link tracking (redirecting links through a tracking domain) is used by most email providers to enable click tracking and ensure proper link routing. However, Email Tracking (such as open and click reporting inside Patient Copilot) are only available when using LC Email.!(https://assets.patientcopilot.ai/680e35e4fe0ba8cb.png) * * * ## How Email Link Redirects Work Understanding how links behave behind the scenes makes it easier to diagnose why they fail. 1. Your original link is replaced with a tracking link. 2. The tracking link routes through a subdomain (e.g., email.yourdomain.com). 3. This subdomain relies on a CNAME record in your DNS. 4. If the DNS or SSL is misconfigured, the redirect fails and the link may not open. * * * ## How To Fix Links in Emails That Do Not Open #### Step 1: Identify Your Tracking Domain - From your Agency Dashboard, go to Settings > Email Services > Location Settings.

  • Find the domain used for email tracking (e.g., email.yourdomain.com) for the location you would like to troubleshoot.!(https://assets.patientcopilot.ai/f00c8a612cf03973.png) #### Step 2: Check Your CNAME Record Go to MX toolbox or Whatsmydns to look up the CNAME record. Enter your tracking lookup domain as defined below 1. Copy your tracking domain found in step 1 (e.g., mg.yourdomain.com)
  1. Add email. in front → (https://email.mg.yourdomain.com/)_email.mg.yourdomain.com_(https://email.mg.yourdomain.com/) For example: If you set up mg.companyname.com, you will look up the CNAME record for email.mg.companyname.com If you set up replies.companyname.com, you will look up the CNAME record for email.replies.companyname.com(https://replies.companyname.com/)**(https://replies.companyname.com/)****(https://replies.companyname.com/)****(https://replies.companyname.com/)****(https://replies.companyname.com/)****(https://replies.companyname.com/)** If you set up _support.companyname.com, y_ou will look up the cname record for email.support.companyname.com The result should return a valid CNAME record. If you see “DNS record not found”, your CNAME is missing or incorrect.!(https://assets.patientcopilot.ai/f529fc3781b37098.png)!(https://assets.patientcopilot.ai/79a1dbac60785641.png) #### Step 3: Check Your CNAME Record Log in to your DNS provider and Locate the CNAME record for your tracking domain. Ensure: - Host is only the subdomain (e.g., email.mg, not full domain)