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Hello, Moveworks Community,We’ve added a new field to the Moveworks Data API that makes the Bot Friendly Name configured in Moveworks Setup available through the API.Starting today, the /interactions API will capture this value in the platform_name field. This allows you to capture interactions happening on specific platforms.  To view the Bot Friendly Name configured for your chatbot, navigate to Moveworks Setup → Manage chat bots → Bot friendly name 

Hello Moveworks Community,We are reviewing our Triage 2.0 prediction model threshold and would like to learn from other customers.Could you share:What model threshold are you using? What precision and coverage are you seeing at that threshold? Why did you choose that threshold? Did you test other thresholds before selecting it? How long did you monitor the results before keeping the threshold? What would cause you to change the threshold?Please state whether your precision and coverage results come from Production, a model test, or a training report. This will help us compare similar results.We understand that each customer has different ticket data and routing needs. We are interested in how other customers evaluated the balance between precision and coverage.Thank you.

By integrating AI Assistant on Web directly into the search experience across our traditional Digital and HR ServiceNow portals, we're making it easier than ever for employees interact with InfoBot to find answers, access knowledge, and complete support tasks.Since launch, adoption has increased by more than 150%, reaching 5,000+ users per week, while maintaining a 4.0 CSAT score. Just as importantly, interaction data from the search experience is helping us better understand employee needs, identify knowledge gaps, and continuously improve our content and support experience.By bringing InfoBot directly into the flow of work, we're reducing barriers to adoption and making support more accessible, intuitive, and effective for everyone. This marks another important milestone in our ongoing AI and digital transformation journey as we continue to simplify access to information, enhance self-service, and create more connected Digital and HR service experiences.  

Hi everyone,We need our Moveworks AI Assistant to query tabular data stored in Excel files within SharePoint Online.Since native SharePoint Indexed Search skips Excel cell data, what is the best way to handle this?Has anyone successfully implemented either approach, or found a better workaround? Would love to hear your thoughts!Thanks,Tanishq Choudhary

Hi everyone,My name is Erica and I’m currently working through the Moveworks Academy trainings, specifically the Agent Studio Developer track, and I’d like to get more hands-on practice with Agent Studio.Since I don’t have access to an existing Moveworks tenant yet, I wanted to ask,  is it possible to get access to a demo or sandbox Agent Studio developer instance for training purposes?I’ve reviewed the documentation that mentions building within an organization’s tenant and requesting a sandbox from a Moveworks admin or account team, but I’m not sure what options exist for individual practitioners or new community members who are learning through the Academy.Any guidance on how to proceed or confirmation on what’s possible today would be greatly appreciated.Thank you!

OverviewMoveworks is simplifying the Setup experience by removing configuration settings that are still displayed in Moveworks Setup but no longer affect how your instance behaves. The first set of these settings has now been removed. This cleanup is ongoing, and further updates will be shared as they roll out.What's ChangingThree settings that no longer control any functionality have been removed from Setup:Access Account — "Time waited before delivering link" and "Time waited before closing the ticket" Channel Resolvers → Channel Settings — "Enable skill in dry-run mode" (under Additional Controls)These settings were no longer connected to any active functionality, so their values had no effect regardless of how they were configured. You may notice they are no longer visible on these pages. What Stays the SameYour Moveworks experience is unchanged. Because these settings were not driving any behavior, their removal has no impact on how your assistant operates, and no existing configu

 What's changingWe've made an internal update that improves how Moveworks calculates user roster metrics in analytics, so they more accurately reflect your current roster.WhyPreviously, when a user was removed from your roster in Setup, that removal wasn't always reflected in analytics — so they could still be counted as "active in roster." This update corrects that, so your metrics now stay in sync with what's actually configured in Setup.Please note this was only in the case of the deleted users. Once user is removed from the roster they are still part of the API response for 7 days before being completely removed from the APIWhat you'll notice"Users active in roster" metrics — You may see a one-time decrease at cutover. This is expected and intended: it reflects previously-removed users no longer being counted, not a loss of data. Your metrics will be more accurate going forward. "Users with access to bot" metrics — Essentially unchanged (typically within a few percent). If your das

Hey all,I’ve been having the following error all morning in the Agent Architect:“An Error Occuredexception TypeError: fetch failed sending requestDetailsexception TypeError: fetch failed sending request”The agent gets stuck on “Analyzing your request...” for a few minutes, then spits out the same error. It happens almost every time I prompt the agent. When I refresh the page, the error and prompt are completely gone. I have to repeat the prompt 2-3 times for the agent to actually think and give me a response.Any ideas how to fix this? It is really slowing me down when trying to build out new plugins.Thanks!  

Hello Moveworks community,We've improved how ambient agent notifications are represented in the Data API.What's changingAmbient agents that deliver plain-text notifications will now be correctly categorized in the Data API /conversations entity as CONVERSATION_TYPE_AMBIENT_AGENT_NOTIFICATION, with use-case details (usecase_id, usecase_name) populated.Previously, these plain-text notifications were not classified under this type and instead appeared as CONVERSATION_TYPE_UNSPECIFIED_SYS_EVENT without use-case details — making it difficult to identify and report on them.What you'll noticeAn increase in CONVERSATION_TYPE_AMBIENT_AGENT_NOTIFICATION volume. A corresponding decrease in CONVERSATION_TYPE_UNSPECIFIED_SYS_EVENT for the same records. Populated use-case details for these notifications going forward.Things to keep in mindForward-looking only — this applies from the release date onward. Historical data cannot be backfilled. If you have filters built on CONVERSATION_TYPE_UNSPECIFIED_