Links in Virtual Agent open in a new window

[Lynda1]

We have a SharePoint Online environment access is controlled by Azure AD. There is a team creating KB articles with the SharePoint Online link in the article, when search presents the KB to the user, they will click on the link. Since ServiceNow VA is not linked users get this message within Virtual Agent:

My theory is, if I can get the link to open in a new window instead of within VA, the Azure access and SSO will kick in allowing the user to open the site. I thought the above location would do the trick, maybe I added the URL pattern wrong? I did 

.+<root URL>/.+ 

that seemed to not work, the link opens in VA still. What am I missing or am I in the wrong spot to get this to work?

[Vijayalakshmi P]

Hi @Lynda1 

You could use the Link response (One of Bot Response actions) in the VA Topic.

Configure the complete Sharepoint URL in the Link field, which will open the link in a new tab.

[Lynda1]

I actually do  that in some cases.  This scenario, people write a Knowledge Base article, the VA provides that KB article with links to an external page, I asked the author of the article to start using _blank in the URL setting in the KB article, that takes care of the ask. 

[Lynda1]

I had the Knowledge Base Author update the links in the knowledge base article with _blank in the link.  easy way out 🙂

[Vijayalakshmi P]

Great.👍