This issue typically arises from a misconfiguration in the Base URL or Portal Domain settings. If the system doesn't have a correctly defined destination URL, it won't be able to generate a valid path for the button to follow. Occasionally, stringent email security filters might also "remove" the redirection parameters from the link.
Steps to Fix the Issue:
Verify Portal Configuration:
Go to Settings → Customer Portal.
Ensure that the Portal Domain is accurately set and corresponds to your desired URL. If this is empty or incorrect, the button will not know where to direct the user.
Check Base App URL:
In the Admin settings, confirm that the Base Application URL is properly specified. This serves as the basis for all generated links; any errors here will disrupt every email button across the platform.
Check Email Security/Firewalls:
Certain enterprise email filters (such as Mimecast or Proofpoint) may rewrite URLs for security purposes. Ensure that your IT team has whitelisted *.rocketlane.com to avoid altering or blocking the redirect tokens.
Test in Incognito Mode:
Copy the link from the "Open Conversation" button and paste it into an Incognito/Private browser window. If it works there, the problem is likely due to a localized browser cache or cookie conflict that needs to be cleared.
Contact Support:
If the redirection still does not work after validating these settings, please reach out to our support team. Provide a copy of the original email or the "Target URL" of the button so we can examine the link structure.