How to change the button link of a virtual agent notification?

[Vinicius5]

Hey guys!

I wanted to ask you a question. I created a simple non-actionable virtual agent notification (Teams). Only with 1 content attached to it. However, I need to change the link associated with the default button of the notified protocol, as represented with the red mark in the image below.

Do you know how I can change the link? By default this is: https://<instance-name>.service-now.com/sp?sys_id=<change_request-sys_id>&id=ticket&table=change_request. But I need it to be like this: https://<instance-name>.service-now.com/change_request?sysparm_query=sys_id=<change_request-sys_id>. The problem is that I didn't find the configuration to perform this exchange.

[Jesse_H]

I have the same issue, also my work notes show up as HTML code in virtual agent. 

[Jesse_H]

I figured out the button configuration. For my example we wanted to change /sp to /esc:

1. Point to ESC /now/conversation/settings/ci-list/sys_cs_portal_url_mapping/params/t/1673621004033/view/ci_admin_console
2. Change SP to esc
1. com.glide.cs.portal_url_mapping.portal.sc_cat_item
2. com.glide.cs.url_redirect.default.portal
3. com.glide.cs.portal_url_mapping.portal.kb_knowledge
4. com.glide.cs.portal_url_mapping.portal.sys_user