Problem
An event-based whiteboard does not trigger when a user clicks a tracked link in a message.
Cause
Each link in a message is assigned an internal identifier when the message is saved. Whiteboard rules that react to link clicks are configured using these identifiers.
If the message is later edited and links are added, removed, or changed (for example by modifying the HTML), the internal link identifiers can change. When this happens, the whiteboard rule may no longer match the intended link, even though the configuration still appears valid.
Resolution
If you change the links in a message, update the whiteboard configuration:
Open the affected whiteboard.
Review any rules that depend on a link click.
Re-select the intended links from the updated message.
Save the whiteboard.
This ensures the correct link identifiers are used and restores the expected behavior.
Additional Information
Review the whiteboard configuration whenever you:
Edit the message HTML
Add or remove links
Change the order of links in a message
Knowledge Base ID: hbpwv