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The roadmap, product ideas, and product plans are subject to change without notice. This roadmap plan is the current plan for new capabilities in the company’s product lines. However, 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

    1068 Ideas

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    pavithra.babu

    Better prompting Capabilities in Copilot4. Future Consideration

    Hello,To better engage with users and try to help them to get right to the answers they need, I think the prompting capabilities need to be improved. Most often our copilot answers conclude with - if you have further questions click on Help or reach out to your IT support.Instead, it should provide some prompting options based on the knowledge it has access to and this should be clickable buttons. Similar to experience we now see with Bing Chat or M365 Copilot or other GenAI tools out there.Here is an example of some follow up prompts from Microsoft Copilot.Not all of our users are well versed in prompting and this could really improve their experience and reduce support tickets.  

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    Forum|Forum|16 days ago
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    ahendricksonEmployee

    NGCP - Reopen Incident Customization / Custom Verbiage8.0 Possible Agent Studio Solution

    Some organizations have limited how long you can re-open a incident. Today the bot will offer the ability to re-open the incident even if the case cannot be re-opened by policy. Apparently that message isn’t customizable. Could we either enable the ability to match the ITSM re-open policy to the bot prompts so the re-open option isn’t available? Another option could be to make the prompts customizable so the user can be notified they won’t be able to re-open the incident if it’s older than X days and to create a new case instead.

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    Forum|Forum|16 days ago
    nicole.hulst
    nicole.hulstKnown Participant

    Feedback buttons too small5. Not Enough Info to Make Decision

    The thumbs up/down buttons are way smaller than the voting options in classic. Especially when dealing with users who have special needs it needs to be more accessible. Even regular users may not bother with giving feedback when it takes concentration to hit the button with the mouse. They should be a bit bigger than they are now.

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    Forum|Forum|16 days ago
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    blaw-mwNew Participant

    CSAT with Custom Questions8.0 Possible Agent Studio Solution

    proposing a feature enhancement for the CSAT tool to include customizable questions and the ability to add follow-up questions. This modification will allow us to adapt more effectively to our culture, gain deeper insights into user needs, and enhance satisfaction. The inability to modify CSAT questions and our decision to mask user IDs prevent us from conducting independent surveys. Thanks for considering our request.

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    Forum|Forum|16 days ago
    lalikuma
    lalikumaKnown Participant

    Copilot & CREST - Handle empty JSON response "When no data"6. Delivered

    Copilot understand when APIs are returning no records & handle the dialog appropriately. For Additional information - Please use -  

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    Forum|Forum|16 days ago
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    sujit gaikwadKnown Participant

    Request for Enhanced Analytics Logs in Moveworks Data API5. Not Enough Info to Make Decision

    Description:Adding the live chat interaction number (IMSxxxxx) and request ID to the analytics logs provided via Moveworks Data API for Smart Hand-off records is suggested.Business Need:These details are essential for accurately tracking live chat sessions, understanding user sentiment, and identifying areas for improvement. They enable more effective analysis of negative feedback and support the creation of reliable internal dashboards for performance monitoring.

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    Forum|Forum|16 days ago
    Jared
    JaredInspiring

    Feature Request: Analytics for Proactive (“Pushed”) Bot Communications2. On Roadmap

    Overview Currently, the platform’s analytics focus on user-initiated interactions with our Moveworks bot. However, as customer bots evolve to be more proactive—sending notifications and updates without direct user prompts—we lack visibility into the reach and effectiveness of these communications. To better understand the impact of bot-initiated messages, we propose the addition of analytics for proactive communications. This would provide insights into what types of messages are being sent, how frequently, and how users are engaging with them. Proposal: Implement Analytics for Bot-Initiated Messaging We request a new analytics capability to track and analyze any communication that originates from the bot, including but not limited to:• System-generated notifications (e.g., password reset alerts)• Employee communications tool messages• Creator Studio-initiated messages• Concierge or plugin-based notifications (e.g., ITSM status updates, comments)• External integration notifications (e.g., ITSM approval workflows) Key Metrics & Capabilities Requested:1. Message Volume Tracking – How many bot-initiated messages are being sent over time?2. Message Source Breakdown – Categorization by system, integration, or trigger type.3. Recipient Insights – Who is receiving these messages? Are certain groups more (or less) engaged than others?4. Engagement Metrics – How do users interact with bot-initiated messages? (e.g., click rates, dismissals, response rates)5. Impact Measurement – Correlation between notifications and user actions (e.g., did a status change notification lead to a follow-up inquiry?). Benefits:• Visibility – Understand the scale and scope of bot-initiated communications.• Optimization – Identify which messages are effective and refine strategies accordingly.• User Experience Improvement – Reduce notification fatigue by analyzing engagement trends.• Data-Driven Decision Making – Leverage insights to enhance proactive support efforts. By implementing analytics for proactive bot messaging, we can ensure that these communications are both meaningful and effective, ultimately improving the best possible user experience and the value of the Moveworks bot.

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    Forum|Forum|16 days ago
    michael.prouty
    michael.proutyNew Participant

    Integrate Analytics Natively With Bot4. Future Consideration

    It would be great if the Analytics provided in the Moveworks Portal could be integrated as a source with our Bot, allowing Admins and Analytics Users of Moveworks to query the Bot with questions vs. manually navigating to the portal and clicking through tabs and options. Example: Hey Bot, what has been the trend of active users over the last three months? Hey Bot, what are the top three feedback trends raised by users? This could even be extended to Roles and Permissions (does John Smith have access to analytics?) and Employee Experience Insights.

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    Forum|Forum|16 days ago
    hundleymf
    hundleymfInspiring

    Report to view performance/metrics associated with Interception skill6. Delivered

    Requesting a new feature that would allow us to track the performance of the Interception skill ran on General Request, Work Request, and Incident tickets. Currently, we can obtain raw data from our Customer Success Team upon request. However, we all agree that this method is not sustainable in the long term as it is time-consuming for all parties involved.We believe it would be beneficial to have a feature that allows us to measure and track this skill. This would provide insights into the effectiveness of the Interception skill and aid in enhancing user interaction. Furthermore, it would help us understand whether our bot is providing the correct information/form or if users are disregarding our bot. This information would be invaluable in shaping our education strategy.Therefore, we kindly request that this metric be incorporated into the standard analytics dashboard for easy tracking. We believe this addition would greatly enhance our ability to monitor and improve the performance of our bot in the Interception Skill.

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    Forum|Forum|16 days ago
    afleury
    afleuryInspiring

    Allow a feedback option on Webhook notifications2. On Roadmap

    We noticed that Webhooks notifications do not have the option for users to react to them. This stops us from collecting feedback from users easily on their functionality.Would it be possible to have the option to have feedback 👍/👎 added to Webhook plugins as well? Maybe as a selectable option on the launch configuration page of the plugin.I’m working around the issue by adding a feedback form on our notification. Thanks in advance for reviewing this idea 😊

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    Forum|Forum|16 days ago
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    MauricioParticipating Frequently

    Side Bar Panel Color Customization for Web AI Assistant4. Future Consideration

    Allow admins to customize the side bar background color for AI Assistant on the Web.    Allow admins to replace Moveworks logo with Company logo on top left side bar panel  

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    Forum|Forum|16 days ago
    J
    jeremy.spearsNew Participant

    Dark Mode for AI Assistant on Web4. Future Consideration

    Allow users to toggle Dark Mode on and off.

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    Forum|Forum|16 days ago
    S
    sagarikaCommunity Manager

    Support Portal Migration to NowSupport2. On Roadmap

    We are transitioning to using ServiceNow's NowSupport portal to improve the support process.

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    Forum|Forum|16 days ago
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    GuillaumeNew Participant

    Employee communication / recurring campaign - Increase "New Hires" number of days option1. New

    Please increase the number of days of new hire to plan a monthly campaign during one year. Today I can only plan a 2 months campaign, with only 60 days of new hire. 

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    Forum|Forum|16 days ago
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    sravani.sundaraNew Participant

    Enable limits on the Plugins executed1. New

    Hi Team,Product Idea: Execution‑Rate Limits and User Verification Workflow for Plugin ActionsProblemPlugins can be triggered repeatedly within a short time window—either due to automation loops, misconfiguration, or unintended user behavior. When a Plugin executes more than an expected number of times in a defined period, it introduces risks such as:- Unintended system changes being applied repeatedly- Increased load on downstream systems- Potential security concerns if repeated execution indicates misuse or compromised credentials- Loss of user trust if actions occur without clear intentThere is currently no native mechanism in Moveworks to rate‑limit Plugin executions or to validate authenticity when abnormal execution patterns occur.Proposed CapabilityIntroduce a configurable execution‑limit framework for Plugins, allowing administrators to define:- Max execution count (e.g., 10 executions)- Time window (e.g., within 1 hour, 24 hours, etc.)- Trigger conditions (per user, per device, per workflow, or global)When the threshold is exceeded, Moveworks should automatically:- Pause further executions of the Plugin.- Notify the end user (or admin) that the Plugin has been triggered unusually often.- Request confirmation from the user to validate authenticity.- Resume or block execution based on the response. Regards,Sravani S

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    Forum|Forum|16 days ago
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    ElisaIsabellaNew Participant

    Rename "Re-open issue" to "Re-open ticket"1. New

    For now, the bot only proposes one button to reopen tickets, no matter what kind of ticket it is (incident, request, problem, task...). The button is called “Re-open issue”. This is not logical, because a simple request is not an issue.I propose we rename the button as “Re-open ticket” so that it is neutral and works with all kinds of tickets.

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    Forum|Forum|16 days ago
    D
    deanatNew Participant

    Improvement Ideas for Zoom Chat Channel1. New

    Submitting this request to suggest some improvement ideas on the Zoom chat channel UI: 1.) Zoom formatting looks a bit different from the Embedded Assistant/Moveworks web app in terms of bulleting/spacing. If the Zoom formatting could be more consistent that would help with readability. 2.) Grant the ability for us to update the auto grey text in Zoom chat text box: for our company it says ‘Message [Company Name] Helper-Dev’ in our test environment. This would make it more employee friendly and uniform across the Embedded Assistant and Moveworks Web App. Thank you.

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    Forum|Forum|19 days ago
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    lana.parmit

    Enhancements to Employee Comms1. New

    Links to be persistent for 90 days More formatting predictability in terms of not ignoring hard returns and/or soft returns HTML authoring and recognition; ability to import HTML-formatted messages Option for one heading at the beginning of a message Bullets with hanging indents Ability to use different fonts and font sizes Full control over image placement and sizes Ability to target by additional attributes (business, region, and other Workday fields) Option to specify different images by language (e.g., translated screen captures, or translated postcards for high-value internal marketing). User engagement reporting: Add "viewed" to metrics Other ways to measure? ie. Stayed in chat for more than 10 seconds?  

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    Forum|Forum|19 days ago
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    deanatNew Participant

    Improvement suggestions for ServiceNow/Unily Embedded Assistant to improve employee experience1. New

    Submitting a few improvement ideas to the Moveworks ServiceNow / Unily Embedded Assistant:1.) The Moveworks ServiceNow / Unily Embedded Assistant window is currently quite small in the lower right hand corner. Chatbot responses with HR content tend to be longer, so the look and feel of the Embedded Assistant is too zoomed in. We always need to expand the window to see the full response more easily, so if the text/sizing of the chatbot can be adjusted this would be helpful. 2.) Grant the ability for us to edit the grey auto text in the text box where it says “Ask me any work-related questions!” to tailor to our company’s branding/more HR-related 3.) When new employees come in to the bot to chat for the first time, the Embedded Assistant just shows a blank screen, employee has to send bot a message so that it doesn’t appear blank anymore. The Moveworks web app has a “Good morning [Employee Name]” message which is more welcoming than a blank screen in the Embedded Assistant, so if there are options to edit this, this will help with employee experience. Thank you,Deana

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    Forum|Forum|19 days ago
    D
    deanatNew Participant

    In future roadmap: Can Moveworks Chatbot to be able to ingest read more complex tables, charts, and images like Copilot1. New

    Submitting this as we would like for the Moveworks conversational AI chatbot to be able to ingest complex tables, images, and charts (currently it looks like it can register simple html two-columned tables from our content) but would love for this to be on the roadmap (as currently other AI tools such as Copilot, Gemini, ChatGPT can intake such images and tables). Thank you,Deana

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    Forum|Forum|19 days ago
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    anayak

    Python Script Actions Support in Agent Studio6. Delivered

    Introducing Python Script Actions — now Generally Available in Agent Studio across all commercial regions! Building custom logic in your agents just got a massive upgrade. One of the most consistent requests from developers has been clear: "APIthon is too limited — I need real Python with real libraries." Until now, you were stuck with a restricted scripting subset, making complex data transformations, calculations, and text processing either impossible or painfully hacky.Python Script Actions fix that.You can now write full Python 3 code directly inside Agent Studio (screenshots of old and new experience attached) — with access to all built-in modules and a curated set of pre-approved external libraries. Python Script Actions plug into Compound Actions and Conversational Processes exactly like APIthon scripts do, but with dramatically more power. Define input arguments from slots or previous step outputs, write your logic, and the value of the last line of code becomes your output. That's it!What's included:Full Python 3 with all standard libraries (json, datetime, re, math, collections, etc.) 8 pre-approved external libraries out of the box:  pandas , numpy , scikit-learn , beautifulsoup4 , nltk,  plotly ,  seaborn , pycryptodomex Same integration model as APIthon — define input args, write code, last line = output Built-in testing in the Agent Studio editor before you deploy 6 supported data types for input arguments: string, integer, number, boolean, array, objectFull documentation: Python Script Actions ReferenceTry it out and let us know what you think!  

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    Forum|Forum|19 days ago
    Andrew
    AndrewInspiring

    Architecture Slide Repository1. New

    As a product owner/manager, I’m often presenting a roadshow deck to stakeholders at different levels of the organization. As Moveworks continues to evolve, it would be incredibly helpful to have a self-service repository of “default” architecture slides and marketing materials that we could pull from as needed. While I can always reach out to my CSM, having this content available on demand would make building internal decks much easier.

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    Andrew
    Forum|Forum|20 days ago
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    MshaulNew Participant

    Version Control in Agent Studio1. New

    We are very excited about the updated Agent Studio, but there is some concern about the associated risk without version control. For instance, if two MW users were working on the same Agent Studio Plugin/Conversational Flow and there was a mistake, they would not be currently be able to revert versions (at least not from within Agent Studio). 

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    Forum|Forum|21 days ago
    M
    mthameParticipating Frequently

    Enable Live Agent handoff to other systems while keeping interaction within Teams/Slack1. New

    Today we have agent live chat interaction in SNOW. We have a new MSP that wants to have live chat handled in Ring Central (they use InContact). The issue is the it would be via URL that would redirect the end user to a different web portal. This is a poor user experience. It would be great if MW had a way to interact with other live chat instances but keep the chat in the bot via Teams/Slack.

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    Forum|Forum|21 days ago
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    andrewwhitleyInspiring

    Slot Resolver strategy inference suggestions1. New

    Problems:We do not have much influence over how to get slots to infer (descriptions and the 3 inference options are nice, but are not sufficient in many use cases) Slot Resolver Strategies are very poor with inference when the options to choose are objects with multiple attributes. I can make it work by just outputting the name of the value (list of strings instead of list of objects), but I also have description values for each option object that I want to be considered to assist in choosing the correct option. This approach also means the api calls are made twice for resolver strategies: once in the resolver strategy to get the string list and then again to get the object in the conversational process which is needed for further actions. If a slot is inferred incorrectly, the user can ask for a change, but it doesn’t handle that change very reliably, if at all. Asking for all options of a slot does not always work and if it does, it usually is cut off after around 20.Current Workaround:Use a generate_structured_value_action to take in a description slot (and possibly others like the user) and do the selection This enables me to pass it multiple attributes to use for selection and build out a detailed prompt on how to choose the proper values. I have it also return a confidence score so if it isn’t confident in the choice, I can exit the plugin with information to provide more detail One negative here is that it then lacks the full context of the conversation. I can try and grab the context with a slot, but that does not always work reliably. Use plugin, conversational process, and slot descriptions to try and influence behavior as much as possible for choosing options and displaying options properly, but this does not always work reliably.While this is working well, I want slots themselves to be able to handle this sort of behavior instead of building around the problems.Proposed solutions:For a slot, give us a text box to define the system_prompt and user_input just like the generate_structured_value_action. This should work seamlessly with resolver strategies. The system prompt can define the logic on how to use inputs to choose the proper slot value and when it is necessary to ask the user for an exact value. For slots that are not set to always infer, always output a human readable version of the value selected on the action when it is selected. At any time afterwards, the user may request to change the value. If they do so, the conversational process goes back to the action where the slot is set as required and moves forward from there. Slots set as required in following steps should be reconsidered in this case. If a user asks to see all options of a slot that has a resolver strategy, all options are presented to the user and they are not cut off after ~20. The max I have currently is around 130 options for 1 slot. Most are under 20, but I do have multiple over this. Give the context as another system provided variable that can be leveraged in a conversational process like data and meta_info

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    Forum|Forum|21 days ago

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