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Custom Redirect Not Showing on Prospect Record or Completion Actions Not Firing in Account Engagement

Data pubblicazione: Sep 30, 2025
Descrizione
If you notice a custom redirect click not showing on prospect activities or the completion actions for the custom redirect not firing, this may be happening if you are using this Confirmed Opt-In process in Account Engagement.

For a custom redirect to fire correctly, the prospect's browser must be cookied before the custom redirect link is clicked so Account Engagement can immediately identify which prospect is clicking on it.

If a prospect's browser is not cookied at the time of clicking on a custom redirect or they are blocking cookies, the custom redirect click will not appear in the Prospect Activities in on the prospect record and/or the completion action may not fire. 

There are 3 possible scenarios here:
  1. If the prospect clicks on the link from a browser they had previously been cookied on, Account Engagement will be able to tell by the cookie which prospect to link the custom redirect click to and apply the set completion actions.
  2. If the prospect clicks on the custom redirect before being cookied, the click will not be tracked at all in our database. If it's not recorded then, it is not recorded retroactively even if the prospect browser is cookied after.
  3. If the prospect's browser blocks cookies outright, the custom redirect click will not appear in the prospect record and no completion actions will fire. 

Note: if the custom redirect is coming from an Account Engagement email, the tracked link click may still appear on the prospect record as email link tracking is not dependent on cookies.
Risoluzione
When designing a flow that includes a custom redirect link, make sure there are opportunities for the prospect to become cookied before reaching the custom redirect link.
 
We typically see custom redirect recording and their completion actions not firing when using a Confirmed Opt-In process in Account Engagement. Consider building in contingency measures should the custom redirect click not fully apply to the prospect. 
 
Consider using an engagement studio program that looks for the tracked link clicks on top of the custom redirect completion actions. 
  1. Prospect submits a 'Sign Up' form.
  2. The completion action on the form adds the prospect to the 'Unconfirmed Opt-in' list.
  3. The 'Unconfirmed Opt-in' list is the recipient list of the 'Confirmed Opt-in' engagement studio program.
  4. The first step of the engagement studio program sends the email template with the custom redirect confirmation link to the prospects.
  5. The second step of the engagement studio looks to see if the prospect opens that email after X days.
  6. If the prospect opens the email, they flow down the ‘Yes’ path to the third step of the program that checks if the prospect clicks on the custom redirect link in the email. The actions for this path should be to add to Confirmed Opt In list and then remove prospect from Unconfirmed Opt In list. Make sure to use the 'Email Link Click' trigger option rather than the 'Custom Redirect Click' trigger option here and include a wait time of up to a few days to allow the prospects time to click.
  7. Any cookied prospects that click on the custom redirect link will have been already removed from the 'Unconfirmed Opt-in' list at this stage by the completion action. If an uncookied prospect, clicks on the custom redirect link and only a tracked link click is recorded they will flow down the 'Yes' path in the engagement studio program and be removed from the 'Unconfirmed Opt-in' list. 
 
IMPORTANT NOTES:
  • If using Engagement Studio programs to send an auto responder, note that it might take up to 1 hour to queue and send emails (just like list emails). 
  • Prospects can only go through an Engagement Studio once unless the program is set to repeat and the prospect is eligible to repeat again.
  • A custom redirect is not required in the email template for the engagement program to work. This is recommended as a complementary option for customers who do use custom redirects as part of their confirmed opt-in process. If you follow the engagement program logic and use a regular tracked link click, the program can check for the link click without relying on the prospect's browser being cookied.
Numero articolo Knowledge

000381575

 
Caricamento
Salesforce Help | Article