Mobile App Virtual Agent Links

[Giuliana Martin]

Hi All,

When an employee is using the virtual agent through the mobile app, any links that route to knowledge or catalog item is opening up with our esc portal instead of the mobile portal. 

[PaulSylo]

Hello Giuliana -

Here are the steps to try,

1. Check if the virtual agent lite version is currently installed. You need to install the full version. The redirection will not work in the lite version.
2. You can do this via the plugin - sn_itsm_va
3. Navigate to virtual agent designer, and open the contextual search topic
4. Clone/duplicate the topic
5. Open the flow for the cloned topic.
6. Click on the block that says - Display multi-link
7. Open the Link List Value Expression section
8. Replace line 6 from portal: vaInputs.portal to portal: "sp"  --> portal:"sp"
9. Run the topic and the links will now open in portal view.

Let me know if this works.

Regards,

Paul