Unanswered questions

I have a few plugins that collect information to fill out a ticket. The different fields to fill out are slots in the conversational process. The slots have a resolver strategy to pull the possible options from a api. I have the slots set to Infer slot value if possible. However inferring never actually works when a resolver strategy is applied.For a access management plugin, I can say I want access to <exact application name in system> and the plugin will show the first x options. It normally ends with the correct option and says things like, if you mean <exact application name in system> type “yes” or the number in the list. It however always makes the user confirm the option instead of inferring.I am getting around this by throwing a generate_structured_value_action at the beginning after asking for a description of the ask, but it is possible the user won’t provide enough information to determine the correct option and it feels like a hack when slots should be the answe

Hello, Nevermind

ScenarioWe’re seeing a small but recurring UX gap in our Moveworks → UKG plugin flow and wanted to check if others have solved this or if there’s a recommended pattern.Current behavior User asks Moveworks to perform an action (example: approve timecard). Plugin detects expired/invalid OAuth token for UKG. Moveworks prompts the user to re-authorize via an auth link. After successful authorization, the user must explicitly type something like “retry approve timecard” to continue. Only then does the plugin re-execute the original action. From the user’s point of view, it feels broken or incomplete — they believe the task should continue automatically once access is granted.Expected / desired behaviorOnce the user completes authorization successfully: Moveworks should automatically resume the original plugin execution The user should not be required to type a manual “retry” command The experience should feel like a single continuous flow, not two separate conversations Question

I wanted to get clarification on lifecycle management for custom views created. I created a pilot HR Custom View and shared it only with myself for testing, but I’m not seeing any self‑service way to edit, delete, or re-share that view after it has been created/shared. Based on what I’m seeing, it appears I would need Moveworks support to update/remove/reassign views—which could result in multiple duplicate views as we expand sharing to Little Joe domain admins.   Could you please confirm the following? Is this expected behavior? Once a Custom View is created (and/or shared), is it intentionally not editable/deletable/re-shareable by admins? Is there an admin role or feature we’re missing? For example, does Bot Analytics Admin (or another role) have the ability to manage view lifecycle (edit/delete/change sharing) that may not be enabled for us today? If lifecycle management requires vendor support, can you advise the correct path to update/delete the pilot HR view I created so we don’

We’re working on a use case where users request specific software, and our organization maintains a list of available software on a SharePoint site. Our solution uses a compound action: it fetches the software list via HTTP and script actions, then filters and displays results based on what the user asks. We’ve added both positive and negative utterances as well.The issue is that when someone asks for a particular software (for instance, “I need Teams”), our workflow works sometimes. But if the user says something like “I need to install Teams,” the system often triggers an internal plugin—such as installation help forms or knowledge base articles—instead of using our custom plugin. Even though our internal team has disabled some pre-built plugins, we still get unwanted results from forms. This means the intended custom plugin either fails or returns unnecessary or irrelevant information.Sometimes it works (“I need Teams” gives the right result), while other times, like with “I need to

Hi all, we have numerous (200+) PDF documents containing tables, and some consist entirely of a single table relating to rates etc. Editing these manually into a readable format for Moveworks would be very time-consuming for the various departments and would slow adoption. Is there a automation tool that can be used to edit and modify the tables for improved readability? How do other companies edit their existing and legacy documents? Thanks

Form update conditions don't support $LENGTH() for string validation. Is this intentional or a limitation? Any workarounds?this is in reference to Rich Ticket Filing. I was trying to do some validation, because ServiceNow cuts off the short description after 160 characters. And we have folks that use that field for the description. Basically, my intention was to show the helper label that explained the limit if the user entered more than a certain number of characters in that field. I tried a few different conditions like:$LENGTH(field_short_description) > 143field_short_description.$LENGTH() > 143field_short_description.$LENGTH > 143and also the one you see in the screenshot, all of them seemed to result in the error “Invalid DSL expression” which makes me think that length isnt available to use in the condtions.  I’m aware this isnt an agent studio issue but just hoping someone with some knowledge could shed some light on this for me. Thank you

Here's the situation we face when a user submits time through the Workday Portal: our bot can successfully approve or deny the time off. However, the problem happens when a user submits time directly through the bot. In these instances, the approval/denial process doesn't seem to work as expected. The error we get back is “This event step is not awaiting your action”. When I review the data through the RaaS report, it appears that working time-off requests have two true approvers, whereas those that are not working only have one. The API call we are using to request time off is /api/absenceManagement/v1/{{tenant}}/workers/{{worker_id}}/requestTimeOff.Has anyone experienced this issue before?

Hello,I would like to know if it is possible to add a clickable link for Live Agent Chat inside the Smart Handoff text.Right now, users first choose a team (for example, IT or Finance). Then they choose an option in the second drop-down (for example, “Finance Applications supported by EAS”). After they choose this option, a Smart Handoff text box appears with more details.Today, the Live Agent Chat is shown as a separate option in the drop-down list, and the link is hard coded under each domain. Instead, I would like the Smart Handoff text itself to include a clickable link that will start a live chat with an agent.In other words, when the Smart Handoff text appears (for example, for “Finance Applications supported by EAS”), I would like the phrase “Live Agent Chat” in that text to be a clickable link that opens the live chat.Is this possible to configure in Smart Handoff (for example, by adding a URL or action to the description text field). If yes, can you please share how to set thi

I have Plugin which is triggered from a webhook. Plugin sends the message to slack with 2 button.When a button is clicked the conversation process is to be kicked to start the conversation to the user. When Add Funds is clicked I need ask couple of questions to get the in put and send to an External API.this is the error msg i get when i validate it  Any pointers how this can be achieved will be really helpful

Hello EveryoneTrying ingest Unily , created connector as per https://help.moveworks.com/docs/content-integration-unily.But in internal knowledge ingestion , no wizard is coming up(not like we have during service now setup), and not able to ingest, can anyone guide on this the right way 

Hi All,I am trying to send a slack message from a plugin.I have a formatted HTML message coming as a part of json payload.as shown below:{"message": "<br>The below <b>Purchase Order</b> is set to expire in 90 days or less.<br> Please review the details, and then indicate if you would like to initiate a renewal or not.<br> • <b>PO Number</b>: <a href="https://www.google.com">PO1100004112</a><br> - <b>Requisition BU</b>: TEst, BU.<br> - <b>Supplier</b>: Test Supplier <br> - <b>Requester</b>: test.user@test.com<br> - <b>PO Description</b>: Test Support Fee<br> - <b>PO Total Amount</b>: 50,000.00<br> - <b>PO Remaining Amount</b>: 18,500.00<br> - <b>PO Expiration Date</b>: 31-Dec-2025","recipients": ["dhotre.virupaksha@airbnb.com"],"context": {"slots": {"messageId": "62cd4a70cf8011f0b478a201a1fa3

At present, there is no support for analytics related to ambient agents. Although logs of successful notifications are available in the logs section, corresponding analytics data for ambient agent use cases is not accessible. This limitation is impacting the integrations we have implemented to monitor success metrics.Could you please let us know when will you introduce analytics support for ambient agents?

If you use a slot resolver for a conversational slot and set the Slot Inference Policy to Infer slot value if available, it will pull from the User Profile.. for example, their location from ingested user data.  This can be an issue for some plugins where similar data exist but has nothing to do with what the plugin is asking for.  It would also be beneficial to be able to define what each ingested element from the User Profile is, allowing context for Moveworks to better understand when to use those slots.Example:We’ve built a Conversation Flow where one input is a state, and we provide a list of states. If a state matches the user’s profile, the Infer slot value will automatically select that state instead of presenting the choice to the user—even if we add notes in the plugin description, conversation process, and input variable advising not to use the user profile location. This matters because the state they select is intended for a location they need information on, not necessari

 Hey team, we are set to roll out an update on KB gaps widgetTo improve the quality of Knowledge Gaps, new logic will only count interactions as KB gaps when Knowledge/Enterprise Search is considered and no other plugin is used (excluding Smart Handoff).With this update, Total interactions metric within each Topic will drop. Overall total interactions across all Topics will reduce by ~20-30%. This is expected, since the widget will now contain more refined KB gaps that customers can rely upon.

For People Lookup, it’s not recognizing our employees named “Wesley” as “Wes”. What are some ways for users to be able to look up Wes and found Wesley? Is it possible to set a conditional rule in “Source-Specific User Attribute Mapping” in Import User advanced setting so that anyone named Wesley can be recognized as Wes as well? Any ideas?

Would be helpful to have an SDA on/off toggle on each plugin as we’ve noticed that it calls on some plugins that we don’t want it to run on. 

Hi Team,We have a usecase to build a solution to provision servers in Zscaler using MCP servers. We want to know if we have existing frameworks / connectors from Moveworks to MCP server to achieve these kind of usecases.

Data API throwing “API not found” errors for multiple Gov endpoints:https://api.moveworksgov.ai/export/v1beta2/records/interactions  https://api.moveworksgov.ai/export/v1beta1/records/interactions https://api.moveworksgov.ai/export/v1/records/interactions { "error": { "code": "NOT_FOUND", "message": "API not found" }}OAuth 2.0 token is working as expected (works with other APIs endpoints such as Events (previously) and Webhooks)This also fails from Data API tool: https://help.moveworks.com/reference/get_interactions-1 Question: Why might this be occurring? Are these endpoints live?

I’m facing an issue with the search functionality in the Moveworks setup when trying to check ingested files.Currently, when I type a file name in the search field, the cursor automatically jumps out of the search box. Because of this, I have to click back into the search box repeatedly to continue typing. This makes it very difficult to type the full file name, and the experience becomes quite frustrating.At the moment, the only workaround I’ve found is to copy and paste the file name directly into the search box to avoid the cursor jumping issue. Can you please help look into this or suggest if there’s a known fix.

Hi,I was reading the Agent Studio documentation to understand how do we configure the output response of a particular plugin. Here’s what was mentioned: Plugin Result InstructionsAdding plugin result instructions clarifies how the AI Assistant should respond to users at the end of your plugin execution.(Recommended) By adding instructions as a key-value pair in your workflow's output mapper (e.g. display_instructions_for_model: <YOUR-CUSTOM-INSTRUCTION-HERE>) What is meant by “workflow’s output mapper” ? Where do I access it?Do I have to create a data type? Or did it mean “Output Mapping” section in a conversational process? But then the given example throws DSL error. Appreciate any help with this. Thank you.

Hi, I was looking into the Agent Marketplace use case for Workday – Notify on Time Off Request Approval. I got stuck at a point where we need to fetch event steps using the URL/ccx/api/businessProcess/v1/{tenant}/eventStepsThis endpoint requires parameters such as businessProcess and stepType, which are mentioned as IDs in the documentation. Could you please clarify from where we can fetch these IDs for our tenant/environment?

Hey Team,We want to know if there’s a way to disable the ability for users to block messages that come from the Employee Communications module? Those are critical messages and while we can understand people may want to block the general ticketing messages but we need to make sure those are sent to people.Anyone else experience this, or find a way to get through, or should we raise this as a feature request?

Hi Moveworks Community,Our organization is transitioning from managing distribution lists (DLs) in Active Directory (AD) to managing them entirely in the cloud. While we know Moveworks has native functionality for DL management in AD, we are seeking guidance on whether similar capabilities are available for cloud-based DLs or if they can be adapted to meet our needs.Specifically, we are looking for the following capabilities for cloud-based DLs: Provide the list of owner(s) of a distribution list to a user Allow users to request and receive details of the owner(s) of a specific DL. Provide the list of members of a distribution list to a user Allow users to request and receive the list of members for a specific DL. Delete a distribution list If the owner requests deletion, the DL should be deleted immediately. If a non-owner requests deletion, the request should go to the owner(s) for approval. Once approved, the DL should be deleted. Add/Remove Members or Add Owner(s) to a distr