Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

When clicking a link to a KB article in chat no new window opens

ozgurD
Tera Contributor

3 weeks ago

Hi,

When clicking a link to a KB article in chat no new window opens instead the kb article opens in the virtual agent. How can I open it in a new window?

0 Helpfuls
  • 283 Views
3 REPLIES 3

GlideFather
Tera Patron

3 weeks ago

Please @ozgurD share your configuration for this step. This is too abstract to understand the context

_____
This reply is 100 % GlideFather and 0 % AI
0 Helpfuls

ozgurD
Tera Contributor
In response to GlideFather

3 weeks ago

We have integrated the Virtual Agent into the Engagement Messenger. In the Virtual Agent Designer, the end user can ask questions, which we send to an API. The API returns a response that includes text and links to knowledge base articles. When the user clicks on a knowledge base article link, it should open in a new tab, but currently it opens in the chat. 

ozgurD_0-1762351111232.png

ozgurD_1-1762351140615.png

 

If I click "Read more here" then the kb article opens in the chat:

ozgurD_2-1762351154284.png

 

0 Helpfuls

ozgurD
Tera Contributor

3 weeks ago

I found a solution: Under 

  1. Navigate to All > Conversational Interfaces > Settings -> URL navigation, select View AllThen under Target Location I changed in Open KB, Case and Catalog Links in EM the "Regular Expression" removing the kb_article
0 Helpfuls