Currently setting up Virtual Agent on our Employee Centre and having some issues with the AI Search - Fallback.
The fallback seems to work as expected, returns catalogue items and I can open them as expected. The issue im having is with Knowledge Base articles. Virtual Agent will return the correct results via AI search, but when I click on the link to open the KB, I get diverted to /esc?id=kb_article&sys_id=undefined.
Im using the ESC Portal Default Search Application within the virtual agent configuration, which is already in place for typehead search on the portal (which is working without issue).
When I test the AI search fallback flow within virtual agent designer it opens the KB record correctly - but not when I use the virtual agent on the portal.
Any ideas?
