Virtual Agent: How to automatically redirect user to another page from a Topic

[dsharpnote]

I am trying to automatically redirect a user from the original menu that appear with all the Topics, rather than have another link appear for a user to click on in the Virtual Agent.

For example, here is All the Topics that are active. If I press on Review password guidelines, I want it to take me directly to a KB article.

However, instead of taking me directly to a KB article in a new window, it presents another link, like so:

That link of course takes me to the new KB, but I'd like to eliminate that extra step for better user experience!

I've tried everything from JavaScript redirects to ServiceNow's gs.setRedirect(), etc. Any help would be greatly appreciated.

Thank you,

D

[siva_]

Hello dsharp, 

Generally the list which its popping up is looking in to sys_cb_topic table and then pulling out those based on the keywords that we entered in each of the topic, I dont think there is a way to directly take the user to the KB article with out an additional click . However just wanted to know if this might help you out in your case like,

if you need a particular topic to be popped up as soon as virtual agent chat icon is clicked then you can configure that in your widget instance options to invoke that topic by default without searching with keywords everytime, this only works if you are ok with dedicating that particular widget to invoke that topic for ever. 

Thanks,

Siva

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[Sidhima S]

I have a similar requirement, please let me know if you got any luck with this.