URL Navigations for knowledge in nowassist VA

Vinay49 — Thu, 09 Jul 2026 13:33:16 GMT

We have created new now assistant VA & given knowledge base as information source. functionality wise it working fine

However, when we are getting result we can see sources as article links. when we click on it redirect to article page in portal.

by default, I can see the below in VA general settings.

I want to update this as
/{{portal}}?id=knowledge&i={{data.number}} but it is not working. (this is my custom portal article page link)

from where we are passing the data.sys_id into this URL. So that w can pass number also from there(not sure).

your help would be really appreciate.

Thanks in advance

Re: URL Navigations for knowledge in nowassist VA

Vikram Reddy — Sat, 11 Jul 2026 13:08:46 GMT

Hi @Vinay49,

I'm assuming your screenshot is the stock URL Navigation record under Conversational Interfaces, Type Custom Mapping, Table Knowledge, and the Value field still reads its default, /{{portal}}?id=kb_article&sys_id={{data.sys_id}}. If that's the case, here's the constraint you're up against: for a knowledge result, that record only ever gets fed two tokens, portal and data.sys_id. There is no data.number in this context, so the moment you reference it in the Value field it resolves to nothing and the whole link breaks.

You can rename the query parameter to whatever your custom article page expects, i for instance, that part is just a label. What you can't change is the token itself, it has to stay {{data.sys_id}}: /{{portal}}?id=knowledge&i={{data.sys_id}}. If your page genuinely needs the KB number rather than the sys_id, the fix isn't in this record, it's a static template with no lookup capability. Easier to handle it on the receiving page: either resolve the article by sys_id directly (cleanest, always unique, always populated), or add a small script that takes the sys_id off the URL, queries kb_knowledge for the number, and redirects.

Thank you,
Vikram Karety
Octigo Solutions INC

question URL Navigations for knowledge in nowassist VA in Virtual Agent forum

URL Navigations for knowledge in nowassist VA

Re: URL Navigations for knowledge in nowassist VA