Why Don't Links Open in the iOS Mobile App?

Issue Summary

When a user clicks on a link in an email campaign the link launches in Safari web experience instead of the iOS mobile app. 

Environment/Product

• iOS devices 

Root Cause & Resolution

There are multiple factors that can prevent a link from opening in the mobile app on iOS devices. Please review the following.

The links in the email campaign are wrapped.

For example, Proofpoint "wraps" URLs with URL Defense by placing https://urldefense.proofpoint.com/... before our advocate.socialchorus.com URL. Or Outlook's Advanced Threat Protection (ATP) wraps URLs. This prevents the URL from being recognized by the iOS device as associated with our mobile app.

To resolve, please coordinate with your IT team to prevent the anti-spam software from wrapping our URLs. With Proofpoint or Advanced Threat Protection, for example, you should be able to whitelist *.socialchorus.com.

The mobile app is not installed.

If the mobile app is not installed, users will be taken to the web experience in their mobile browser. On the landing page of the web experience user can click on the download buttons to download and install the mobile app.

The user is not signed into the mobile app.

The user should be registered and signed in before expecting links to content to open directly in the mobile app.

The link is accessed from outside the native Apple Mail app or Safari.

This is a limitation of the iOS device. The following applications should be able to open a link within the associated mobile app: Apple's native Mail app or Safari app (such as signing into Gmail via Safari).

When a link is accessed from any other application on an iOS device the links may not open in the SocialChorus mobile app. For example, accessing a link via the Facebook app, Gmail app, or Slack app will take the user to the mobile web experience.

The user has disabled deep linking on their phone

This is a device configuration and the individual user would need to adjust this setting. 

Android Note

Android devices are not subject to all of the iOS restrictions outlined above, though it is very easy to mark "always open in Chrome" on an Android device. Please confirm that the Android device has not been configured to always open in Chrome before contacting support@socialchorus.com.