Currently, the Virtual agent in Slack doesn't display answers from restricted pages (that some users have access to) to the user interacting with the bot. The reason we don't show the answer from these pages is that Slack is an open channel (i.e., all employees in your org have access to everyone's Slack chats), and we don't want to show others (who do not have access to these pages) answers from these restricted pages.

The JSM portal allows the bot to provide the details, as the chat there is private. Therefore, we show you answers from all the pages you have access to in the JSM portal.

The suggestion is to allow a way to have these answers to be provided in Slack Virtual agent.

Workaround:

The way to fix this would be remove any page restrictions from these pages and you will be able to see answers in Slack from these pages.