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

[Smith Johnson]

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.

[Community Alums]

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

[Smith Johnson]

Hello @Community Alums ,

it should be always the same portal "esc".

[Community Alums · Accepted solution]

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.

[Pooja hinge]

Hello Smith,

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

BR,

Pooja