Incident link redirects to sp on Microsoft Teams live agent support. How to redirect to portal esc?

Smith Johnson · ‎08-08-2023

Hello,

we have enabled the live agent support on Microsoft Teams. However, when the agent shares an incident with the user, then once the user tries to open the incident link, they are redirected to the Service Portal (sp).

How can I redirect them to another portal? For example, "esc"?

Any ideas are welcomed.

Smith.

Peter Bodelier · ‎08-08-2023

Hi @Smith Johnson,

Go to Conversational Interfaces > Settings

Then in General under System Actions go to URL Navigation.

There you should be able to choose the portal you want to navigate to.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

View solution in original post

Peter Bodelier · ‎08-08-2023

Do you want to redirect to a static portal, or should it be dynamic?

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Smith Johnson · ‎08-08-2023

Hello @Peter Bodelier ,

it should be always the same portal "esc".

Peter Bodelier · ‎08-08-2023

Hi @Smith Johnson,

Go to Conversational Interfaces > Settings

Then in General under System Actions go to URL Navigation.

There you should be able to choose the portal you want to navigate to.

Help others to find a correct solution by marking the appropriate response as accepted solution and helpful.

Pooja hinge · ‎02-21-2024

Hello Smith,

Did you got the solution to this? I am facing the same issue.

BR,

Pooja