Copilot -- Bot Redirection to MW page on click of CTAs / hyperlinks

Issue: We’ve identified an inconsistency in how copilot directs user interactions. While some links within the bot's responses correctly navigate to our ITSM app, others, such as the "Add Comment" command and "Get Help" links, redirect users to MW page where they must input details that are then relayed back to our ITSM. 

Impact: This inconsistency is leading to a fragmented user experience, with each action following a different process. Our goal is to provide a seamless and intuitive experience that minimizes confusion for our users. Could you please explain the rationale behind this design choice?

Recommended Solution: We suggest that when users select the "Add Comment" CTA or any CTAs and links, the bot should capture their directly within the chat interface, avoiding any redirection. If the bot cannot accept inputs within the chat, we should consider redirecting users straight to the relevant incident/service request in our ITSM.