Knowledge Serving

Settings for how KB article links are rewritten and tracked before they reach users.

The Knowledge Serving settings control how the platform handles knowledge base (KB) article URLs before delivering them to users. These settings are tenant-wide and apply across all bots and channels in your Aisera instance. You can find them at Settings > Configuration > Knowledge Serving.

KB URL Rewrite

Type	Text field (JSON)
Default	{"match":null,"rewrite":null}

Transforms KB article URLs before they reach users, redirecting internal or legacy source URLs to a public-facing address. Set match to a Java regex pattern and rewrite to a template string; Aisera applies the pattern to each article's source URL and replaces the matched portion using the template. When both fields are null, no rewriting occurs and URLs are served as-is. Use this when your KB source system stores articles at internal or API-style URLs that differ from the URLs you want users to see or click.

The rewrite template supports capture group references such as ${MG_1} and ${MG_2}, the article title via ${kbTitle} or ${kbTitle.replace(' ', '-')}, and session variables via ${sessionVar.get('locale')}. Rewrite rules apply across all KB serving paths, including conversation fulfillment and flow execution.

{
  "match": "internal.example.com/kb/articles/([0-9a-zA-Z]+)/view",
  "rewrite": "support.example.com/s/article/${kbTitle.replace(' ', '-')}"
}

You can add an optional appendIfNotMatch field to the JSON object. When match does not find a result, this string is appended to the original URL. This field is not included in the default UI value but is supported.

Enable URL Click Tracking

Type	Checkbox
Default	Enabled

Records which KB articles users open from bot responses by replacing article links with a tracked redirect URL before delivery. Use this to measure self-service resolution rates and identify high-engagement content. Disable it if your organization blocks external redirects or if you need unmodified article URLs to appear in conversation logs.

Audit logs always store the original article URL regardless of this setting. This setting is tenant-wide and cannot be scoped to individual bots or channels.