Now Assist for Virtual Agent: Go to request
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07-16-2025 08:45 AM
Not sure this is the correct forum, but we are trying to adjust the VA for several portals and trying to have it work in a certain manner. One of those is to have a catalog item open in the same / parent window. We have tried using the URL Mapping and Target location but is not working.
I have seen a posting where is suggests adjusting the bot response in the HTML but not quite sure where / how that should be done. This is when someone first asks a question and is not going into one of our topics. It looks to be performing the search and presenting the card back. Please see attachment but trying to figure out how we could then modify the "Go to request" link. If someone could suggest where this could be done for when VA answers a question with the link to a catalog item. Thanks.
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a month ago
Hello @k_lutz. QQ - Where does this link redirect to? To a backend form on the portal or to the correct request form / record producer?
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a month ago
This would be to a cat item or record producer depending on what is found by the AI Search. SN has opened a PRB on it as they seem to have found the same thing where the URL mapping / target is not working as expected.
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a month ago
The issue we’re currently experiencing is that the ‘Go To Request’ button redirects users to the backend form instead of the request form. I suspect this may be related to the VA render type, but I’m still looking into it. Could you confirm if you’re seeing the same behaviour on your instance?
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a month ago
No, we are not having that issue. We had the issue were it was going to the popup which did not look very good. So we made everything non-conversational to go to the item. The issue there is that it opened a new window with the VA still open so the user would have to minimize it which is not too bad if you are on your PC but on mobile it takes up the whole screen and you can't get to the item. We then found an old Tokyo property that will have the VA minimize which helped there but the feedback we had was that it would be more user friendly to stay in the same tab so that is when we started to try the URL / targeting and could not get it to work as described which now has a PRB open on it.
