Link shortening keeps replies clean when you share long URLs (especially tracking-heavy links). It’s available on the Agent+ plan.
Before you start
Link shortening is off by default.
Only admins can enable link shortening in Company settings.
Enable link shortening (Admin)
Go to Company settings > Engagement settings
Open Link shortening
Turn on Enable link shortening
Choose a shortening mode:
Auto shorten on paste and AI drafts
Manual one-click
Click Save
Once saved, link shortening is active based on the mode you selected.
Choose your shortening mode
Option 1: Auto-shorten on paste and AI drafts
Use this when you want link shortening to happen automatically with no extra steps.
What happens
Pasting a URL into the reply composer shortens it automatically.
URLs included in AI replies are shortened automatically.
You’ll see a brief loading state, then the long URL is replaced.
Best for
High-volume teams replying fast
Teams using AI drafts heavily and wanting send-ready replies
Option 2: Manual one-click
Use this when you want full control over when links change.
What happens
Links stay unchanged when you paste or type them.
When ready, click Shorten link in the composer.
BrandBastion shortens all detected links and replaces them in place.
Best for
Teams that want to only shorten certain links, but not all.
How BrandBastion detects links
A link is detected if it matches common patterns like:
Starts with https:// or http://
Starts with www.
Looks like a domain ending in a common extension (for example .com, .co.uk)
📌 Note: In auto mode, manually typed links are shortened only once the link is “complete” (for example, after finishing the domain and typing a space).
FAQs and troubleshooting
I don’t see “Link shortening” in Company settings
Your plan may not have access to this feature. Contact your CSM.
The “Shorten link” button is missing in the composer
An admin may need to enable link shortening permissions for your user.
My link didn’t shorten
Common causes:
Link shortening is off in Company settings
The URL isn’t formatted like a link (missing .com or https://, etc.)