AI Assistant

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? 

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.

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.

Is anyone else noticing as of today the new “settings” gear visible when in the references/Get Help/Feedback window? Clicking on it allows the user to change the language and also view connections in a webpage. Not finding any documentation around this being planned change. It is available in Prod\Sandbox for Teams and Web Assistant. See images below.  

We’re excited to share that on January 26, 2026, both Assistant on Web (AI Assistant + Enterprise Search) and the Embedded AI Assistant will be updated to reflect Moveworks’ new visual identity. This update brings a cleaner, more modern interface and improves accessibility and consistency across all web experiences.Assistant on Web AI AssistantEnterprise SearchEmbedded AI Assistant As part of this change, the wa

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

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?

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.

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?

We are excited to share an upcoming improvement in search quality: Moveworks AI Assistant will now be able to better answer questions from long KB articles with the help of an improved chunking algorithm that handles long articles better. This change will be rolled out gradually to all customers and expected to available for all customers in all regions by Thursday, December 18. What problem are we addressing?We are improving search performance on documents that contain very long chunks, which are Moveworks-extracted sub-parts of the article.“Chunking” is an important part of processing KB articles or web format documents (it is also sometimes referred to as “snippetization” in Moveworks terminology), which breaks down every article into smaller parts when it is ingested.Every chunk is converted into an embedding, which is a semantic representation of the text that captu

We’re using Live Agent Message Brokering and I’m trying to understand how often users are using the translation feature.I know users can set their preferred language before starting a live agent chat, and I also know I can filter to see how many users are starting live chats overall. What I’m looking for is something more direct and easy to consume:A way to quickly see how many users are using Live Agent Message Brokering with a language set to something other than English, without having to do a lot of manual filtering, coding, or custom calculations.Ideally, I’d like a dashboard or out‑of‑the‑box report where I can see something like:“10 users had their language set to Italian when using Live Agent Message Brokering” “8 users had their language set to German when using Live Agent Message Brokering” “5 users had their language set to Spanish when using Live Agent Message Brokering”In other w

The AI Assistant you already know is coming to a new home – on the web.So much work happens in the browser, and now your Assistant will be there too. We're making it effortless for employees to get the help they need, when they need it, and wherever they need it. By bringing the Assistant to the web, Moveworks is stepping right into the center of work. We're meeting employees directly in their flow, helping them stay focused, move faster and unlock even more impact from every interaction.From chat companion to the center of workToday, our AI Assistant helps employees inside tools like Teams & Slack, service portals, and intranets. But employees spend far more of their day in the browser than they do in chat. And as we evolve

Our organization is redesigning a support portal and we would like to pass user queries from the page’s search to AI assistant for web.We’re fine with redirecting to the AI assistant web page, but we want to link directly into a conversation with the user’s query as the first prompt of a new chat. I can see that chats create a new URL with the following pattern: /assistant/t/<chat-id>, and it stands to reason that the landing page at /assistant is passing the text I enter to the assistant and generating the URL with the chat id.What is the URL where I can pass text directly to the AI assistant to open a page with the assistant already working on the query? Would it be something like /assistant/q?text=’How do I access the VPN’