---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# URL navigation in Conversational Interfaces

# URL navigation in Conversational Interfaces {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

Use URL navigation settings to specify where and how chat links open. You can configure
certain links to open in a specific portal. You can also specify the link target, such as a popup
window.
Your base system instance provides default portals in which chat links to records from certain
ServiceNow tables are opened automatically. For example, Service Portal is the default portal used to display knowledge records from the
Knowledge \[kbknowledge\] table and also catalog items from the Catalog Item \[sc_cat_item\]
table.

Use URL navigation in Chat Settings to change these default mappings, as well as define custom mappings that map a portal URL to a specified ServiceNow table. The portal configurations apply to the chat widget, chat channels, and messaging channels.

## How URL navigation works {#url-navigation-ci__section_pq1_hvl_gtb}

To determine the portals to be used for chat links, the system evaluates the following information in the order listed:

1. <kbd class="ph userinput">sysparm</kbd> portal parameter - If you specified a sysparm_portal parameter in the instance URL for the chat widget, that portal is used.
2. Topic script variable - If you specified a portal in a topic script variable, that portal is used.
3. Default portal for Provider Channel Identity - If you specified a default portal in the Provider Channel Identity \[sys_cs_provider_application\] table for pre-built chat integrations or custom chat integrations, that portal is used. The default portal applies to the chat and messaging channels for the provider. For details on configuring the Provider Channel Identity, see [Create a channel identifier for your custom chat integration](https://servicenow-prod.fluidtopics.net/NcutwJHNIJsIPNeCKB25rA "Create a channel identifier for your custom chat integration in the Provider Channel Identities [sys_cs_provider_application] table.") in Custom chat integration framework.
4. Default portal for a table - Uses the portal value in the default portal mapping listed in URL navigation Chat Setting.
5. Global default portal - If you defined a global default portal using the com.glide.cs.url_redirect.default.portal system property, that global portal is used.
6. Service Portal - If you didn't define a global portal using the com.glide.cs.url_redirect.default.portal property, Service Portal is used.
{#url-navigation-ci__ol_om5_tgh_fqb}

## Legacy URL mappings defined in previous releases (fallback method) {#url-navigation-ci__section_wmn_vvl_gtb}

If you previously added the
com.glide.cs.portal_url_mapping.default.\<portal_value\>.\<table_name\>
property to create URL mappings that were used instead of the default URL mappings, those
properties are retained after you upgrade to the Australia release.
However, you can now view the mappings using URL navigation in Chat
Settings or the URL Navigation \[sys_cs_portal_url_mapping\] table. There are two types of URL
mappings.

Default mappings
:   All system properties with the format
    com.glide.cs.portal_url_mapping.portal.\<table_name\> that define the
    default portal used for certain ServiceNow tables.  
    {#url-navigation-ci__table_u53_1pk_24b__entry__2}

    | Property | Description |
    |-|-|
    | com.glide.cs.portal_url_mapping.portal.kb_knowledge | Default portal context (URL mapping) to use for Knowledge Base articles. * Type: string * Default value: sp (Service Portal) {#url-navigation-ci__ul_pwc_3n4_24b} |
    | com.glide.cs.portal_url_mapping.portal.sc_cat_item | Default portal context (URL mapping) to use for Service Catalog items. * Type: string * Default value: sp (Service Portal) {#url-navigation-ci__ul_o4v_mp4_24b} |
    | com.glide.cs.portal_url_mapping.portal.sys_user | Default portal context (URL mapping) for sys_ user records. * Type: string * Default value: esc (Employee Service Center) {#url-navigation-ci__ul_ikf_cr4_24b} |
    [Tabelle : 1. Default URL mapping properties]

    {#url-navigation-ci__table_u53_1pk_24b}

Custom mappings
:   All system properties that define a portal and table combination using the format
    com.glide.cs.portal_url_mapping.\<portal_name\>.\<table_name\>. These
    mappings are retained as custom mappings. When the portal or table is specified with
    _default, it indicates that any portal or table is used.  
    The system determines the URL for custom mappings by evaluating the following values:

    * Portal and table/parent table
    * Portal and any table
    * Any portal and table/parent table
    * Any portal and any table
    {#url-navigation-ci__ul_oc1_lq4_gqb}

    {#url-navigation-ci__table_wtj_ztf_b4b__entry__2}

    | Property | Description |
    |-|-|
    | com.glide.cs.portal_url_mapping._default.kb_knowledge | Default for Knowledge URL mapping. * Type: string * Value:/{{portal}}?id=kb_article\&sys_id={{data.sys_id}} {#url-navigation-ci__ul_rv5_bt4_24b} |
    | com.glide.cs.portal_url_mapping._default.sc_cat_item | Default for Catalog Item URL mapping. * Type: string * Value: /{{portal}}?sys_id={{data.sys_id}}\&id={{data.table_name}}\&table={{data.table_name}} {#url-navigation-ci__ul_urw_nt4_24b} |
    | com.glide.cs.portal_url_mapping._default.sys_user | Default for User URL mapping. * Type: string * Value: /{{portal}}?id=user_profile\&sys_id={{data.sys_id}} {#url-navigation-ci__ul_vh3_qwj_f4b} |
    | com.glide.cs.portal_url_mapping._default._default | Default URL mapping for records other than knowledge articles, Service Catalog items, People (sys_user) records, publication records, and task records. * Type: string * Value: /{{portal}}?sys_id={{data.sys_id}}\&id=form\&table={{data.table_name}} {#url-navigation-ci__ul_o25_ybk_f4b} |
    [Tabelle : 2. Custom URL mapping properties]

    {#url-navigation-ci__table_wtj_ztf_b4b}

## Smart links {#url-navigation-ci__section_mbv_1vl_gtb}

As an admin, you can specify the target for URL links based on patterns that you specify. For
example, if you want all KB articles to open in a new window, you can configure the mapping in
general chat settings. For more information, see [Create a smart link preference](https://servicenow-prod.fluidtopics.net/HgWnbXI5fCaTRjsHL5i4gg "Create smart links to specify where a URL should open. For example, the URL could open in a new browser window, in a new browser tab, in the chat window, or in a pop-up window.").
* **[Configure URL navigation for chat links](https://servicenow-prod.fluidtopics.net/2dcdwjZXG5HsnPYNwT5mHw)**   
  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.
* **[Create a smart link preference](https://servicenow-prod.fluidtopics.net/HgWnbXI5fCaTRjsHL5i4gg)**   
  Create smart links to specify where a URL should open. For example, the URL could open in a new browser window, in a new browser tab, in the chat window, or in a pop-up window.