Configure URL navigation for chat links

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Configure the portals in which links to ServiceNow records in Live Agent and Virtual Agent conversations are opened, including links in output cards and cards for Virtual Agent notifications and AI Search results.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings.
    2. Under URL navigation, select View All.
    3. On the URL Navigation page, do one of the following:
      • To create a new custom mapping, select New.
      • To change a default or custom mapping, select the record to be updated.
      • If you have multiple mapping records to be updated, click the box to the left of the mapping record to be updated and select Edit. The preview pane opens and shows the URL Navigation fields that you can change in the selected records.
    4. Complete or update the URL Navigation fields.
      Field Description
      Description Name of the portal for a particular table record.
      Type Type of portal mapping:
      • Default Mapping: Default portal mapped to the following ServiceNow tables:
        • Service Portal - Catalog Item [sc_cat_item] table
        • Service Portal - Knowledge [kb_knowledge] table
        • Employee Center Portal - User [sys_user] table
      • Custom Mapping: Portal URL definition that identifies a portal and ServiceNow table combination, which is entered in the Value field.
      Table

      ServiceNow table that maps to the portal. Select a table from the list of tables.
      Application Name of the application to which this URL mapping belongs.
      Portal Portal to be used in the mapping. Select a portal from the list of portals.
      Value

      For new custom mappings, specify the combination of portal and table values to form the link. For example, the following value maps knowledge articles to the CSP portal:/csp?id=kbarticle&sys_id={{data.sys_id}}

      If you're changing a custom mapping that was defined in a previous release using the com.glide.cs.portal_url_mapping._default.<table> system property, you do not need to specify a Value.
    5. Select Save to enter a new mapping or update an existing mapping.