AI Assistant

Anyone else having issue with AI Agent, has stopped working since this morning 29th Apr ESTAn Error Occured{"error":{"message":"{\n \"error\": {\n \"code\": 400,\n \"message\": \"Unable to submit request because thinking_level is not supported by this model.. Learn more: https://cloud.google.com/vertex-ai/generative-ai/docs/model-reference/gemini\",\n \"status\": \"INVALID_ARGUMENT\"\n }\n}\n","code":400,"status":"Bad Request"}}

In Analytics, we review the Unsuccessful Knowledge plugin to locate gaps. We noticed that when a form is served, we received an “unsuccessful” for knowledge. Is anyone else seeing this? What are you doing to remedy this issue? 

In the analytics that Moveworks provides, all knowledge that is used by the AI assistant is pooled into one category - Enterprise Search / Knowledge Base. I am unable to differentiate between which knowledge source information is being pulled from unless I go into each individual interaction. This makes it difficult to see performance of each source and also difficult to identify gaps or redundancy. The raw interaction table will show that Enterprise Search plugin was both successful and unsuccessful which can make things confusing. Is anyone else running into this issue? Are there any tips and tricks I could be missing?

  Getting the below error while creating new ticket configuration with ServiceNow connector and saving the configuration. There is no issue with the service account and SN connector.Failed to create integration: No bot service account found for this integration. Please configure a bot service account in identity settings for this integration. Error Code: 14128 If the error persists, please contact the support team with the following trace ID - F4z2BWmyKWu2peJ0

Is there a way to customize the information being presented in web assistant during the guided walk through users receive? Specifically the “Ask questions or automate tasks” box.See images below for what I am referring to. Some of the prompts are offering things to ask, that we are not yet connected to and we don’t want users to be misguided.  

Has anyone integrated with Navan (https://navan.com/)? We are hoping to be able to do travel booking and other tasks in Navan through our AI assistant.

Why is this happening? The agent should only be capturing the answers and citations, not the thinking steps (i.e. ‘Searching for’, ‘Summarizing based on’) 

Now that Assistant on Web has been live for all customers, we’re eager to understand how your rollout is going and what support you need as you introduce this new surface to all your employees.Since access to Assistant on Web is controlled through your organization’s My Moveworks SSO setup, we don’t have full visibility into how broadly it has been enabled across your organization. To help us improve the product and better support your rollout, we’re asking for 2–4 minutes of your time to answer a few questions via our survey. 🌟 Take our Survey We’d love to hear: How many employees you’ve enabled Assistant on Web for Whether you plan to roll it out more broadly What’s holding you back if you haven’t What would motivate you to expand access

Hi,We have seen that late last year the Moveworks chatbot was not auto-scrolling to the beginning of the response in both the Moveworks web app, and the Embedded Assistant in ServiceNow. It seemed it was fixed briefly at the beginning of the year (end of Jan 2026 when MW branding changes were initially pushed), but now it seems like it is no doing the auto-scroll to the beginning of the response. Can we have this auto-scroll feature returned so that it works like it did at the beginning of the year in both the Moveworks Web App and in the ServiceNow Embedded Assistant?  Thank you,Deana

We are working on use case where we want the bot to respond to the users query of  filling the timesheet , the bot should respond with a table to fill the hours for the whole week , also a dropdown to select a date range like week or month , but as per my understanding the bot right now do not support the adaptive cards ? Am I right here ? Also I would like to know if anyone has built a similar kind of use case where bot prompts the end user with a table like structure to fill the data in and then we in the backend will be able to process it .  

I have a onboarding process that is initiated by a listener. The listener uses notify to contact the new hire’s manager. I need to collect information about what the new hire needs so notify has a button to start a conversational process. When this happens, the manager is asked for the information. However their response is initiating other plugins if there are some matching keywords. There will be some overlap here, so what are some suggestions from preventing the response from starting a new plugin?Note that this was working fine a month or so ago. Since then many new plugins were made which might be conflicting with this. I am leveraging many applicable positive and negative prompts in these new plugins.

Hi Community,I’d like to understand how your teams are handling ungrounded and hallucinated responses from the bot.Hallucinations are relatively easier to spot since they usually come without citations. However, ungrounded responses tend to create more confusion for end users. In most cases, users don’t read the full cited article and rely mainly on the summary provided by the bot, which can sometimes be misleading.For example, when a user asks to unlock their account, the bot surfaces an article about password reset and confirms that this will also unlock the account—which isn’t always true. This leads to incorrect expectations and user confusion.I’d be interested to learn:How are you detecting or mitigating ungrounded responses? Are there any best practices you’ve adopted to reduce user confusion in such cases?Looking fo

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 descr

Hey all,I’m wondering if anyone has tried to connect their Copilot to Responsive (RFP) libraries and has any advice to share? We have a new team joining our Copilot instance that has a huge library of information built in Responsive. We’d like to set this up for Knowledge Base ingestion so the bot can summarise that information in addition to our Confluence spaces.

We have our bot deployed in MS Teams today. We are looking to enable the ability to upload files to the bot to take advantage of Brief Me. We have everything enabled in Moveworks Setup. However, I’ve looked through the documentation but can't seem to find how to enable the bot’s ability to upload files in MS Teams. Is there a MS Graph permission or is this enabled somewhere else to enable MS Teams to allow you to upload a file?

Hello,We are reviewing our data retention practices to comply with the General Data Protection Regulation (GDPR). Our internal policy requires us to delete or anonymize user data two years after someone leaves the company.At the moment, the only way Moveworks proposes we do this is to delete all of a user’s prompts from the backend. However, this also removes the related analytics data and affects our usage statistics (number of WAU, number of interactions...) from that period.Is there a way to anonymize a user’s data once they leave, so that it can no longer be linked to them, while still keeping the overall analytics?If not, are there any plans to support this in the future?

When a user asks Moveworks Copilot a question, that prompt gets stored as raw interactions in the analytics in Moveworks admin portal. How long is the raw interaction data available for? If we want to shorten the period, where do we configure this? Thank you.

UPDATE: We have an update on the timeline for this upgrade in the Product Updates section. ====We are excited to inform you about a major upgrade to Moveworks search capabilities, coming February 2026 for our US and EU customers, followed by GovCloud, AU, and CA customers later in the year.Read on for when these changes are coming and what you can do to get ready! A brand new Enterprise Search plugin for the AI AssistantWe are rolling out a new Enterprise Search plugin in AI Assistant for all US and EU customers, which uses an upgraded and scale-ready search and relevance ML system. This new plugin represents our new and improved search that is capable of finding the most relevant content

Hi, We are establishing LiveAgent handoff with message brokering (Servicenow is our ITSM).Is there an option to update the message that bot sends to user?For example, when there are no active agents, we see message as “I attempted to start a live agent chat for you, but there are currently no agents available to handle your request, so you were not added to the queue.”.Do we have ability to update this message to give more instructions like file a ticket etc. ? Also, we won't have any agents at all on Sundays, is it possible to define that if someone tries to reach out on US Sunday or after hours, add a message that they are reaching after hours?

Hi, Does Moveworks has the capability to read and process data directly from an attachment?For example: “Please validate whether the attached document is compliant with the organization’s data security policy.”In this scenario, the user would attach the document for assessment. Regards,Rajeev

We’re seeing unexpected color changes in Microsoft Teams that are causing usability problems. Link colors are not rendering as selected. Links show blue/black even when green is configured The Teams UI has shifted to a yellow palette, which has poor contrast and looks unpolished in Teams There was no prior communication about this change. This will negatively impact user interactions and trust if not fixed quickly.Can this be reviewed and reverted or corrected ASAP? 

When a ticket is intercepted by the bot, the user receives a notification saying “Please check this information, it might help with your ticket.”The response includes a link, but that link is not served or accessible within the ticket context.In the classic version ticket interception, the same link appeared and worked directly from the ticket, which helped agents quickly see what information was shared with the user.It would be great if this functionality could be restored in the Copilot version, so that the link is available within the ticket context as well.