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The roadmap, product ideas, and product plans are subject to change without notice. These plans may be refined, updated, or revised from time to time, based on customer input and market conditions. The plan described herein is provided solely for information purposes, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality.

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Welcome to the Moveworks Product Ideas Portal!We are committed to listening to and incorporating your feedback to our Moveworks Product Roadmap. What...

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    1293 Ideas

    2613196
    2613196

    Log Visibility - Notifications Sent Via Artey1. New

    It would be highly advantageous to have the capability to access logs for Moveworks built-in features, such as concierge events. Enabling trace logs for specific users would significantly aid in diagnosing issues across various endpoints.

    1
    Forum|Forum|1 year ago
    chaney.zimmerman
    chaney.zimmermanEmployee

    Triage 2.0 Analytics Improvement1. New

    TLDR: would like to see Triage logs posted in Analytics in real time, not 24hrs after, as well as a data section that clarifies “how many tickets were triaged by the model” vs “how many tickets that match the query have been filed”.hi all, we recently enabled Triage 2.0 (3 days ago) and we were excited to see the feature working and get more information as we’ve been planning this launch for quite some time. after launch, we found that one of our query params was incorrect and had to adjust that but we were unable to do that until a full day after launch because logs for Triage in Analytics have a 24hr delay...we then had to wait another 24hrs to see if our change to the query worked. this honestly is a big pain point at launch, and i can see it continuing to be a pain point as we work with our support agents to discover answers when they ask why some tickets were triaged and others weren’t, or during our own research as to how the model is progressing in active training. additionally, i can’t see a way in the analytics module to get a holistic view of how many tickets Triage is handling versus total number of tickets filed (that match the Triage query). we launched with a 90% coverage/~68% precision range and one of leadership’s key questions is: is it actually holding up to that range after we launch? obviously these aren’t questions that can be answered on launch day, but having access to real time data and being able to deliver key information within the first few weeks of launch would exponentially increase trust instilled.i found this discussion from a year ago, and i imagine some of the data that is shown in the current dashboard is different than what Priya was seeing at that time, but couldn’t find many other mentions of Triage logs in the community. please link me if i’ve missed something! 

    0
    chaney.zimmerman
    Forum|Forum|1 year ago
    Ajay ChikaneNew Participant

    Improve Reference Link Presentation from the Same Source File1. New

    When the bot pulls information from different sections or paragraphs within the same source file (e.g., a SharePoint document), it currently displays multiple identical links in the references. This can confuse users, as opening any of those links leads to the same file.Suggestion:If the bot is referencing multiple pieces of information from the same file, it would be more user-friendly to consolidate those into a single reference link with a note like:"This response includes multiple references from [Document Name]."This would help users better understand the source of information without being overwhelmed by repetitive links.

    0
    Forum|Forum|1 year ago
    Zach Crockett
    Zach CrockettEmployee

    ACLs for Information in People Lookup Cards4. Future Consideration

    It would be useful for some users like managers to be able to see information in people lookup cards that is not available to everyone. For example: start date, birthdays, etc. Logic to control access to some of these fields in lookup cards would be a useful way to navigate this. In addition, the ability to look at this information for skip level or below would be beneficial.

    3
    DIANA.TWC
    Forum|Forum|1 year ago
    Ajay Merchia
    Ajay MerchiaCommunity Manager

    Ambient Agents: Webhooks6. Delivered

    AI Agents that are triggered by external system events & can retrieve information, use LLMs to make decisions / perform work, collect human approval, & take action.

    14
    satheesh.kumar1
    Forum|Forum|1 year ago
    Christopher RNew Participant

    Adding a disclaimer to certian messages1. New

    Hi,Could you add to the product roadmap the ability to add a bespoke disclaimer to certain messages?We know that it’s possible to add a general disclaimer to all messages, but it would be useful to be able to provide a custom disclaimer to certain content.For example when the bot answers with content which has legal/compliance implications, it would be helpful to be able to add an additional disclaimer such as:“This is guidance from a policy. Please ensure you read and follow the full policy here: [LINK].”Thanks

    0
    Forum|Forum|1 year ago
    priya.kornalius
    priya.kornaliusKnown Participant

    Customizing Okta Password Reset Verbiage for Better Clarity1. New

    We're currently using the “Account Access” skill for handling password reset requests. When users ask the bot to reset their Okta password, the bot follows this flow:Creates a support ticket Generates a password reset link Automatically closes the ticket without adding any comments to the ticketIn the chat, users receive a message like:“The password change process has been completed and the related ticket (Ticket ID) is now closed. If you have any further questions or need additional help, please let me know!”This message has caused confusion among our end users, especially if they haven't yet clicked the reset link or encounter issues with it. Some users have raised concerns about the ticket being closed prematurely, believing their issue remains unresolved.To help improve clarity, we’d like the ability to customize this verbiage from the MW admin page.Here’s our suggested version:“I've generated the password reset link. Please click the link to reset your Okta password. Since my action is complete, I’m proceeding to resolve this ticket (Ticket ID). Feel free to reopen the same ticket for further assistance on your request.”The above response should reflect in the ticket comments before the bot changes the status to “Resolved”.This small change could go a long way in setting the right expectations and reducing user confusion.Would love to hear if this is on the roadmap or if others are facing a similar challenge.

    0
    priya.kornalius
    Forum|Forum|1 year ago
    Suzanne ConferNew Participant

    Would be great to add time to the Raw Interactions "Select date" filter1. New

    Would be very helpful to be able to select time as well as date in the Raw Interactions table filter. Having to query a full day at a time can get very cumbersome, even with additional filters. Thanks!  

    0
    Forum|Forum|1 year ago
    aravirajEmployee

    Personal instructions / profile1. New

    Idea: Allow the end user to provide custom instructions to the bot (i.e. make short answers, be funny, etc.), whatever they want, or describe its persona. The key point is that those instructions are systematically and automatically added to every single interaction with the bot so that it supports user preferences.  Sharing a few examples. below. ***IT EngineerI am an IT engineer using macOS. Assume I have technical knowledge and prefer precise, detailed answers. Prioritize command-line instructions, configuration-level fixes, and relevant logs or diagnostics. I use Docker, SSH, terminal, and common scripting languages. Avoid oversimplified answers. Non-Technical EmployeeI’m a business user with limited technical knowledge. I use Windows and mainly work with Office 365, Teams, and SharePoint. Please explain things simply, avoid jargon, and provide step-by-step instructions with screenshots or links when possible. VIP or Executive (e.g., CEO)I’m an executive user. Prioritize fast resolution and minimal friction. Avoid technical explanations unless necessary. When offering options, suggest the fastest and most reliable one. Flag requests that may need special handling or elevated support. Creative Role (e.g., Designer)I’m a designer using macOS with Adobe Creative Cloud. I’m comfortable with Mac but not with terminal commands. Focus on UI/UX troubleshooting, file handling, and app compatibility. Avoid CLI instructions unless GUI options are unavailable. Data Scientist / AnalystI’m a data scientist using Python, Jupyter, and Docker on Windows with WSL2. Assume familiarity with technical tools and code. I prefer efficient, direct answers with config examples or commands. Provide links to technical docs when available.

    0
    Forum|Forum|1 year ago
    pavithra.babu

    Ability to close Web bot "Chat with me" speech bubble1. New

    Hi,In some pages the chat speech bubble overlaps content, and it will be good to have the ability to close it so users can access page content (E.g. navigation buttons shown below). Currently we have open the chatbot and close it again before it disappears.  

    3
    hundleymf
    Forum|Forum|1 year ago
    andrewwhitleyInspiring

    Agent Studio test conversational process4. Future Consideration

    It would be amazing to be able to test a conversational process directly in the ui without having to go through the bot. Adding in breakpoints at different steps and seeing the results in real time on the page would help a lot in understanding how to improve the functionality we are building.Right now we have to publish, clear the context in chat, initiate the prompt, and answer any questions the bot may ask. During this time, it takes around 5 minutes from completion for all of the logs to show up in the log page and even then it is not always clear why things happened a certain way.

    3
    Forum|Forum|1 year ago
    nicholas.marr
    nicholas.marrNew Participant

    Configurable buttons on ServiceNow RITM (Requested Items) Reopen Requests1. New

    Although it’s possible to configure Moveworks to not allow users to reopen requested items (REQ/RITM’s), the bot will still give the button options to “Re-open issue” which prompts the user to give a reason then it will say this action is not allowed. This can be a confusing user experience and could be enhanced with the option to configure those buttons.  

    0
    nicholas.marr
    Forum|Forum|1 year ago
    Ajay Merchia
    Ajay MerchiaCommunity Manager

    Slot Inference Policy7.0 Duplicate

    Key DatesLimited Preview: April 2025What is it We previously added explicit questions to our Classic Creator Studio experience in Paths:  We will be bringing that same ability to “disable slot extraction” for a specific slot, and ensure your Copilot always asks the question.FeaturesSee https://help.moveworks.com/docs/slots#slot-inference-policy

    5
    Derrick
    Forum|Forum|1 year ago
    goncalo.conceicaoNew Participant

    Employee Comms Module - Tracking Push Notification follow up actions1. New

    In the Employee Comms module there used to be one feature that was very useful for tracking and assessing the reactions to the push notifications: the ability to track the follow up action someone takes after receiving a push message.For some reason this was removed from the module, but this is super useful for our Change & Comms strategy.It would be great that this feature could be reintroduced in this module. Requesting that this can be introduced into the product Roadmap from Moveworks as an optional feature, so that it’s available for Customers that want to use it. 

    0
    Forum|Forum|1 year ago
    rijesh_rkNew Participant

    Add Mandatory Classification to Thumbs-Down Feedback for Better Issue Diagnosis1. New

    When a user gives a thumbs-down to a response from Una, we currently rely on open-ended comments to understand what went wrong. However, this often leads to vague or inconsistent feedback that’s hard to action.Proposal: Introduce a mandatory follow-up prompt that classifies the issue into one of the following categories: Didn’t understand the request  Gave incorrect info  Took too long  Other: [Open comment box]Why this matters:This simple classification will allow us to precisely tag the root cause of dissatisfaction—whether it's a prompt interpretation issue, a knowledge gap, or a latency concern—without having to manually interpret user narratives. It will significantly improve our ability to:Prioritise fixes based on issue type Track trends over time Route feedback to the right teams (e.g. content, infra, NLU)Example:User asks: “Reset my password.”Una responds.User gives thumbs-down → Prompt appears:“Sorry that didn’t help. What was the issue?”User selects: [ ] Gave incorrect infoThis structured input will help us move from anecdotal to actionable insights.

    0
    Forum|Forum|1 year ago
    hvadlamudi
    hvadlamudiEmployee

    @ mentions to trigger response for users in channel resolver threads to avoid duplicate messages / threads1. New

    The idea is to be able to @ mention the Moveworks bot in an existing thread initiated by a new user to get responses on similar queries that have already been addressed by the bot in a channel resolver channel.For example, if User A posts “How do I connect to the VPN?” and User B sees that the bot has responded to them, current functionality requires that User B repost the same question to get the bot to respond to them. However, the Product Idea is to allow User B to say something similar to “@<bot_name>, I need this answer as well” within User A’s thread and trigger the bot to DM User B separately with resources they have access to.

    0
    hvadlamudi
    Forum|Forum|1 year ago
    marissa.lacombeParticipating Frequently

    Moveworks Analytics - Additional Filtering Capabilities Needed1. New

    Add in additional filtering capabilities for Moveworks analytics dashboard. Currently, we are unable to filter by user or plugin prior to setting the date filter. This is causing issues when expanding the date filter past a few weeks. The additional filters become unusable due to the amount of data present. It would be great to be able to set a user then the date to trim down the interactions being searched. 

    0
    Forum|Forum|1 year ago
    m.daleNew Participant

    Limited Sharepoint access based on file attributes4. Future Consideration

    For bot file ingestion of our HR policies and guidelines, they are stored in a Sharepoint site along with ALL policies and guidelines (ie HSE, Finance, Procurement etc). The document library has a column/field called ‘Functional Area’ so users can group/filter by functional area (eg HR). Would it great if it was possible to give the bot access only to certain files with function type “HR”.

    4
    nicole.hulst
    Forum|Forum|1 year ago
    Chris.Frommlet
    Chris.FrommletNew Participant

    More granular control of Channel Resolver settings1. New

    We’ve run across a few issues where Ticket Syncing in Channel resolver results in a user’s personal information (IP addresses, physical addresses, etc.) gets posted back to our Channel resolver channels.  Would love to have an option to turn off this portion of ticket syncing without pulling the other parts of this feature.

    0
    Chris.Frommlet
    Forum|Forum|1 year ago
    JonathanKnown Participant

    Conversation Summary for Live Chat Hand off1. New

    I see that there was a previous thread about handing off the conversation to the LIve Agent where it includes the last two prompts and utterances.Is there a way to improve that further where the bot will provide a summary of the conversation rather than the prompts? We’ve had some complaints that the previous two prompts/responses are too long and take up a lot of space in the ServiceNow Chat window to start and so they feel like they’re asking our users to repeat themselves (which no one likes).

    0
    Forum|Forum|1 year ago
    jstapletonNew Participant

    Translate Natural Language Into Functional Workflows7.0 Duplicate

    It would be highly beneficial if Moveworks could translate natural language workflow descriptions into functional code, provided the necessary APIs are accessible. This would greatly simplify and expedite workflow creation.

    3
    samujala
    Forum|Forum|1 year ago
    samujala
    samujalaEmployee

    Agent Architect4. Future Consideration

    An in-product read-only assistant that helps developers understand how to design, implement, & debug their AI agents.

    1
    samujala
    Forum|Forum|1 year ago
    JonathanKnown Participant

    Labelling External vs Internal links1. New

    Did a quick search to see if this was something that existed already but I didn’t see it so I’m going to post the idea here.To help our users, we thought it was be a good idea to label what was internal versus external links when they’re being referenced.In this age of digital security I know our leadership team was interested in helping let people know where they might be clicking.

    2
    Forum|Forum|1 year ago
    Jared
    JaredInspiring

    Proposal for Improving External Knowledge Feature Flexibility and Article Management1. New

     I would like to propose an enhancement to the External Knowledge (EK) feature, specifically concerning the management and exclusion of articles from the entities offered within our support bot framework.Current Challenge:The integration of external articles from entities such as Asana, Slack, 1Password, among others, is invaluable. However, we face challenges in maintaining a curated selection of content due to the platform's approach to entity article inclusions, which automatically includes all articles from selected entities. This often leads to the inclusion of irrelevant content, overwhelming users with articles not applicable to most (e.g., articles relating to changing global permissions or features not available to most users).Furthermore, we have encountered an exclusion limit that restricts the percentage of articles we can exclude. This limitation does not consider the relevance of entities to our operational environment, resulting in the inclusion of content from tools not utilized by our company. We estimate that only about 50-60% of the articles for each entity would add value to the majority of our employee base.Proposed Solution:To address these issues, we propose the following enhancements:Enhanced Exclusion Flexibility: Modify (or remove!) the exclusion limit to allow a greater degree of control over which articles and entities are included or excluded, based on their relevance. This could include a nuanced approach to exclusions that doesn't penalize organizations for fully excluding irrelevant entities. Persistent Curation: Ensure that manually curated selections of included articles for specific entities are maintained and do not automatically revert to including all available content. Relevance-Based Inclusion Criteria: Introduce a feature that allows organizations to set criteria for relevance, automatically filtering out articles and entities that do not meet these predefined standards. This could include sub-categorizing features (e.g., Admin features) to enable swift exclusion of all admin-feature-related articles.Value Proposition:Implementing these changes would significantly enhance the usability and effectiveness of the EK feature for our company and potentially other clients. By providing more relevant, curated content, we aim to improve the efficiency of information retrieval for our users, reduce information overload, and increase overall satisfaction with our support bot. 

    2
    Jared
    Forum|Forum|1 year ago
    joe.langaKnown Participant

    Update CSAT to include Domain and Configurable questions1. New

    We are looking to make the CSAT survey more robust. We’d like to include the domain when reaching out to users. We want to see the experience by HR / IT / Supply Chain / Facilities, etc. Having the bot when it sends out survey state “You recently did a HR inquiry and wanted feedback”.  We are looking for ways to see how our services are performing when people aren’t creating cases / tickets. Also would like ways to create additional questions or update existing CSAT.

    1
    Forum|Forum|1 year ago

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