Today, any change to a user’s email address—the universal join key in our instance—causes Moveworks to create a new user record and deactivate the previous one. This breaks analytics continuity, as historical interactions remain tied to the old user ID and metrics such as first_interaction_time and latest_interaction_time reset under the new record. This behavior can also be triggered when a user updates their first or last name in Entra, since those updates often result in an email address change.
Proposed solution: Introduce a stable, canonical user identity that is independent of mutable attributes like email address and use that identity to preserve analytics continuity across profile changes.