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

ozgurD
Tera Contributor

‎11-05-2025 04:15 AM

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?

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3 REPLIES 3

glideFather
Tera Patron

‎11-05-2025 05:06 AM

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


✂-----Cutting-out-the---✦AI-noise✦---All-replies-written-and-vouched-for-by-GlideFather---
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ozgurD
Tera Contributor
In response to glideFather

‎11-05-2025 06:34 AM

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

 

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ozgurD
Tera Contributor

‎11-05-2025 11:09 PM

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
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