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.
  5. Select Save to enter a new mapping or update an existing mapping.