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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.

Share your feedback in our Product Ideas Portal

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

    cnimNew Participant

    Make Emojis for Triggering Ticket Creation Agent Only1. New

    Currently the Channel Resolver setting “Emoji to trigger ticket creation” is usable by everyone in our Slack Workspace. This has lead to some cases where users will ignore the bots response completely and create a ticket to get assistance from an agent. I propose making this feature agent only to promote users responding to the bot and allowing agents to focus on tickets that need further assistance.

    0
    Forum|Forum|1 year ago
    Sydney.DardenParticipating Frequently

    Lost MTTR Metric4. Future Consideration

    Prior to launching with Co Pilot, a metric we reported was mean time to resolution. This allowed us to measure and report back to our businesses the amount of time saving the bot provided. We have lost the ability to do so and would find value in getting this metric back.Thanks!

    3
    Forum|Forum|1 year ago
    christagNew Participant

    Add variables for FAQs1. New

    Would like to suggest adding a way to use variables in FAQ questions. As an example, we want to add FAQs around what countries we are allowed to work in/bring laptops to/etc, and would like to be able to format the question as: "Can I travel to [country_name]?" 

    0
    Forum|Forum|1 year ago
    vanessa.royNew Participant

    Knowledge Studio Salesforce Integration4. Future Consideration

    We currently use Knowledge Studio via SNOW for IT ticketing/knowledge purposes and find it extremely valuable. I was wondering if there is potential to integrate Salesforce for our HR team to take advantage of knowledge studio, from a ticketing perspective. 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    glambInspiring

    Event Analytics / Logs4. Future Consideration

    In Copilot, Events do not create Analytics nor Creator Studio logs. While we’d like a way to see each Event being sent, we’d additionally like to see if a user clicks on a link inside an Event message.Copilot Insights > Interactions currently only shows Interaction Type: Link Click for non-Events (possibly also not Paths, Queries), so we can’t filter Link Clicks to a specific Event as those are not logged.Why: We’re looking for a way to see every time a user clicks a link within an Event. We send thousands of events to users based on monitoring tool data. If a user’s device is in a poor state or an action needs to be taken on the device, we send an Event with instructions (as a hyperlink to a knowledge article). We don’t have a way to track how many times users clicked on hyperlinks. This would be incredibly useful in gauging how frequently users visit the instructions (which we can consider a successful message).

    1
    kyril.remillard
    Forum|Forum|1 year ago
    jaime.rennKnown Participant

    Copilot Insights > Overview - How is the number of active employees trending over time4. Future Consideration

    Hello,  The graph for Copilot Insights > Overview - How is the number of active employees trending over time, ends up looking like there is a huge drop in active users because you present a graph for a week you don’t have all the data for - this is a difficult discussion with execs everytime we need to explain this - you could help us by only showing the graph for the data you have - so we dont have to explain oursevles all the time and there is no alarm when looking at the graph  -   this is the default view when we log into Analytics dashboard.   

    1
    kyril.remillard
    Forum|Forum|1 year ago
    taylorkf15Known Participant

    Copilot Insights: Add URLs for knowledge items served to users in Copilot4. Future Consideration

    It would be tremendously helpful if a column can be added to the Copilot Insights data with the URL for all citations so that we can easily determine exactly where the information came from/is located. This will help make data analysis much more efficient. 

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Danielle.K
    Danielle.KKnown Participant

    Allow ingestion of the ServiceNow Knowledge Base as an External Source4. Future Consideration

    We have recently upgraded to a new version of ServiceNow.Our ITSM team has gotten numerous tickets asking for help in creating reports within ServiceNow. ServiceNow has excellent documentation on all of its functions and features.Please add ServiceNow as an external source of knowledge for the bot to ingest.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    fatima.aghla
    fatima.aghlaInspiring

    Capability to decide when to remove Ticket Receipts4. Future Consideration

    We have scenarios, where we want to leverage the Send API message to customize our response ourselves, in such cases we want to hide all native ticket acknowledgements.Today, when submitting a ticket via the RTF, two messages are sent: 1- Your request for XYZ support has been submitted and is currently being processed. If you need further assistance or have additional details to add, please let me know!👍 👎 ℹ️ Get HelpFollowed by: 2- Your request for XYZ support has been successfully submitted. Here are the details of your ticket:- Ticket ID: INC123456789 - Description: XYZ - Short Description: Need XYZ For: Fatima Aghla - Category:  ABC - State: New- Opened At: August 27, 2024 - 12:18 PM CEST If you need further assistance or have additional details to add, please let me know! 👍 👎 ℹ️ Get Help  

    1
    kyril.remillard
    Forum|Forum|1 year ago
    Cali HeberNew Participant

    Prompt User to Add Comment - Ticketing4. Future Consideration

    We have noticed that when our bot assists with closing a Zendesk ticket, the ticket requester can select "I'm still having issues” to re-open the ticket. The problem we are running into is the Zendesk ticket is re-opened with no context regarding why the user is still having issues.It would be great if there was a way to make the "Edit Request" button mandatory or prompt the user to add a comment before clicking on the "Yes" button. Thank you!

    1
    kyril.remillard
    Forum|Forum|1 year ago
    pavithra.babu

    Live Agent Chat Transfer to Creator Studio Flow4. Future Consideration

    If users are chatting with a Live Agent, either via chat or on the phone, it could be a great feature if the agent can re-direct the user to the bot and automatically trigger the flow for them. Somewhat similar to the ServiceNow AutoPilot feature which works with ServiceNow Virtual Agent.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    wmbom107New Participant

    Enhancing the agent wait time functionality4. Future Consideration

    When the agent wait time functionality is turned on, the bot will provide an estimated wait time when the live chat session is initiated. Is it looking at the amount of time it takes for the api call to run and establish a chat session or more like the average wait time for an agent to actually accept a chat.  During testing I noticed that the estimated wait time is exactly the same, every time a submitted a live agent request In service now you have the ability to set a wait time out for an agent to accept a chat before it moves to the next available agent. In our instance it is 3 minutes. So if the bot shows estimated wait time is 23 seconds, but that agent is busy the user will wait 3 minutes then be handed to the next  agent. A new wait time is never reissued and during that time the user has no idea why 23 seconds has turned into 5 minutes. I think the wait time estimate would be more valuable if it were looking at the average time for chats to be accepted by an agent, rather then the time it take to establish the chat session.    

    1
    kyril.remillard
    Forum|Forum|1 year ago
    wmbom107New Participant

    Reducing the noisy messages when initiating Live Chat4. Future Consideration

    When initiating a live agent session through the bot there are a series of messages that are returned out of order that cause confusion to the end user. We would like the ability to decide which messages are to be sent so that the connection to a live agent would flow more like a natural conversation.  In a conversation with a person, you would never say something like the highlighted text. Simply stating “please standby while I connect you to a live agent” would be more concise. Possibly combining the 2nd and 3rd message in some way and removing the 4th all together would be preferred.  

    3
    kyril.remillard
    Forum|Forum|1 year ago
    ashokmoorthy
    ashokmoorthyInspiring

    Service Now - IRM Approval - Risk Acceptance & Mitigation Approval4. Future Consideration

    Hi Team, Today bot sending few types of native approval notification from Service now - RITM, CHG, Exception Management. We are heavily using both proactive and reactive approval notification mechanism via Red. We are also using SNOW IRM module - Risk & Acceptance Management. We have a custom solution via message API is in place from last one year. We wish to enable this also as part of native approval, so that we can use the same trigger of “show my approval” to show Risk Acceptance and Mitigation approval also via Red.Here is the example of how the message appears today via bot.   I’d like to highlights some recent metrics around this also.How many risk/acceptance requests are submitted every month/quarter/year Overall, 104 risks registered from 01-07-2024 till 31-12-2024. 87 acceptance risk registered. Approx. 15- 20 risks are registered each month, 52 risks are registered every quarter how many approvals needed per request For each risk mandatorily we need 3 approvals and other 2 approvals dependent on risk score. Max is 5 approvals.   how many approvals happening today in every month/quarter/year On an average, 60 to 70 approvals are happening in every month & 156 to 200 approvals are happening every quarter. Who are the audience All are VIPs -  ITLT, SBG LT, VPs and CTOs Once the request/approval submitted, how long does it take to take an action?  Typically approvals are done with in 30 days. But few require more time to get approved. There is a delay due to approvers availability, travelling,..  

    2
    kyril.remillard
    Forum|Forum|1 year ago
    marissa.lacombeParticipating Frequently

    Enhancement to allow removal of Live Agent Recommendation4. Future Consideration

    Hi Moveworks Team! Requesting an enhancement that allows us to remove the Live Agent Recommendation.  At CVS Health, our store colleagues chat with a separate live agent support channel for IT Issues than Corporate Colleagues. We are running into an issue when Store Colleagues Report IT Issues. They are routed to IT even though they should be routed to the Retail Store Support Queue. Moveworks will recommend IT and the user has to navigate away from the recommendation to find their queue. Impact: If users dont navigate to the correct queue, chats will be sent to an incorrect queue and cause unnecessary transfers for the end user.  If we could display all 3 queues without a recommendation, no matter what the users prompt was, we could reduce the number of incorrect transfer. 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    nicholas.marr
    nicholas.marrNew Participant

    Shared Mailbox Ingestion4. Future Consideration

    Allow us to ingest the content from shared mailboxes to provide analytics and insights on the type of questions being asked which will help us:Develop knowledge articles from the inbound email questions. Develop generative AI email replies to common questions. Capture analytics around the inbound email questions. Lower MTTR through automation driven hand-offs to agents from these inbound email questions.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    Satheesh.KumarParticipating Frequently

    Deferring Moveworks Chatbot reminders until business hours4. Future Consideration

    Hello Moveworks Team, We have integrated the ‘reminder’ capability of Moveworks Chatbot with multiple business processes, where if there is an email notification triggered by business process, that email is converted to Teams Chatbot reminder for the respective user(s). Some of the senior executives have expressed negative user experience with this feature as the reminders from offshore team members pop up on users’ Teams during onshore off-hours. Would it be feasible to build a new feature within Chatbot to configure these notifications to be deferred until the next business hours window of the recipient based on his/her local time zone? This would increase the positive user experience with Moveworks Chatbot rather than muting the entire Chatbot itself.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    Lauren BonettNew Participant

    Ability to add a flag under Copilot Analytics when a restricted user asked a question to the bot4. Future Consideration

    Currently, the bot can only return articles for full-time employees, not for our contingent workforce. We hope to add a flag to the Copilot Analytics Dashboard that will allow us to identify whether a question was asked by a full-time or contingent employee. This feature will help us determine if the bot is providing accurate information in response to questions

    1
    kyril.remillard
    Forum|Forum|1 year ago
    MorghanumNew Participant

    Reference form/Knowledge Base suggested by the bot in the ticket4. Future Consideration

    Currently the bot only inputs the conversation with the user in the ticket. This does not necessarily include a link to the form or Knowledge Base that were suggested. The latter would be helpful to determine if the bot is rendering the correct info.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    MorghanumNew Participant

    Ticket updates for channel resolver4. Future Consideration

    I noticed that when I asked for a ticket update in the channel resolver, Echo is unable to respond. However when I ask the same question via DM, it can reply to me. Moveworks support confirmed that this is expected behaviour but it would be great if we could get ticket updates in the channel resolver as well.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    Dominique RAPHANELNew Participant

    ITIL user profile creation with different privileges4. Future Consideration

    In our IS organisation, we have different ITIL users whom roles would require to be able to perform checks on INC/REQ tickets status for any users in the course of their daily activities.It is a limitation not to be able to do it.Would it be possible to create an ITIL user profile so that users with an ITIL role ( tagged in ServiceNow) could be given those privileges? So it would not be any users but only one category of users whom job requires to be able to access that information on tickets?We could also imagine that users with an ITIL profile could also use the bot in the future to access a technical knwoledge base where today only the public knwoledge base is accessible and this to all users.

    2
    kyril.remillard
    Forum|Forum|1 year ago
    lferroNew Participant

    Use Start Date attribute for Communication Campaigns, but not allow users to ask about Start Dates via bot4. Future Consideration

    We would like to leverage the “Start Date” attribute to be able to schedule comms campaigns for new hires, but we’ve had to disable it because the bot surfaces this information when someone asks about it. For example, I can ask when another employee started at the company. This is considered sensitive information from an InfoSec perspective as it can be used to socially engineer a user if someone were to gain access. We’d like this information to be available on the back-end, but not user facing. 

    1
    kyril.remillard
    Forum|Forum|1 year ago
    logezfrancisNew Participant

    Enhancements to Rich Ticket Filing (alphabetize/numbering/reordering value options)4. Future Consideration

    In similar apps when creating fields the values can be auto-alphabetized if desired by the admin or there is a numbering system where each field value is numbered in sequential order and you can type a number to “move” the value up in the list. Currently dragging values manually in longer fields with many values is very time consuming. When having to compare values between a field in a ticketing system and Moveworks, it also would be beneficial if at the very least each value was numbered in Moveworks to make sure they matchup with the ticket system.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    NaveenkumarNew Participant

    Realtime Logs externalization.4. Future Consideration

    We currently don’t see any available API to extract Audit Logs (Configuration and Permission Changes) or Creator Studio logs, which limits our ability to ingest them into our organization’s internal SIEM system. Having this capability is critical for us to consolidate all security and audit data in one place in real-time, enabling us to build alerting use cases on top of them.It would be immensely valuable if Moveworks could provide this functionality, as it aligns with essential security and monitoring practices. I'm submitting this as an idea for consideration, as it would significantly enhance the platform's value for organizations like ours.

    1
    kyril.remillard
    Forum|Forum|1 year ago
    DIANA.TWC
    DIANA.TWCInspiring

    HR Leave/FMLA Inquiries & Proactive Notifications4. Future Consideration

    We recently rolled out the HR domain in our organization, and our HR team has raised a concern about inconsistent experiences when users ask our bot questions regarding FMLA or leave of absence. Currently, we have a form for LOA inquiries, but there’s no way to establish a metadata list or logic framework to ensure compliance with federal requirements. Specifically, we are concerned about the potential risk of violating federal law, which mandates that an employee’s eligibility must be provided once they inquire about leave. We’d like to see a proactive logic or rule list that would trigger an admin notification (in this case, to HR) whenever specific keywords or phrases related to FMLA/leave are detected. This would allow HR to review the bot’s response and take appropriate action if needed.We believe this capability could extend beyond HR-related inquiries and improve user experience and compliance in other domains as well. I’d love to hear your thoughts and suggestions on how to address this need in the short term. 

    3
    kyril.remillard
    Forum|Forum|1 year ago

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