AI Search Genius Result in Virtual Agent does not have clickable button to see details
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02-07-2023 11:18 AM
Hello,
We have configured AI Search Genius Results in Virtual Agent and the search results for Catalog Item and Knowledge Articles surface in the genius result format inside Virtual Agent but it is missing the clickable button option to view further details.
Like for a knowledge article the genius result shows the article blurb but i don't see the "View Article" button to launch the article link. Similarly for Catalog Item I see the genius search result snippet but don't see the "Request" button to launch the Catalog Item form.
In our Service Portal AI Search the clickable buttons are displayed in the genius result and we can use them to see further details.
I compared AI Search Application, profile, EVAM Definition configurations for Service Portal and Virtual Agent but did not notice anything that would suggest why the clickable buttons don't show up in Virtual Agent Genius result.
Let me know if you encountered this issue and were able to resolve.
Thanks,
Sushant
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02-10-2023 02:56 AM
if you can modify the glide.sc.va.render_type.legacy to true, which renders all non-conversational catalog items in the configured portal in a new tab.
The below has more information on the property, along with all of the information regarding the appropriate conditions which must be met when a user requests an attempt to open a catalog item in the conversation mode:
