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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.

Hi Moveworks Admins,We’re rolling out an enhanced Role-Based Access Control (RBAC) model for E-Comms for our US, EU, AU and CA customers. This update introduces a more granular role structure that clearly separates access, publishing and user management, making E-Comms permissions simpler to manage and more scalable as usage grows. Support for GovCloud is coming soon.Previous E-Comms Permission ModelPreviously, E-Comms used two roles, along with a separate publishing control:Employee Communications AdminFull access to E-Comms Can view, edit and delete campaigns Can manage user access (add/remove users, update roles)Employee Communications UserCan access E-Comms Can view and edit campaignsHow Publishing Worked PreviouslyPublishing was controlled by an ad

Hi Moveworks Community — we’re looking for help troubleshooting routing/trigger conflicts and candidate list selection behavior for an Agent Studio software lookup experience. I’m including sanitized configuration details below (no internal URLs, no people info).1) What we built (use case + goal)We built an Agent Studio plugin to let users search an approved software SharePoint list by software title, including spacing/variants and misspellings (e.g., “Power BI” vs “PowerBI”). Output should show Title + Approval Status + (Restrictions only when applicable) + Corning Standard + Order/Access URL.2) What Moveworks engineering has already done (important context)We worked directly with a Moveworks engineer and have already implemented multiple changes/guardrails:Added steerability / deprioritization for forms to reduce surfacing of software request forms in th

If you're exploring Agent Studio, you'll come across plugins. These aren't your typical software components. Think of them as skills you can teach your AI agents to do more, move faster, and scale across your enterprise.Our Staff Developer Advocate ​@Kevin Mok breaks it down in under a minute 👇Video linkWant to go deeper? Join Kevin for developer office hours this Thursday at 1 PM PST: Register here.

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.  

I have a compound action that is around 100 lines long but is only 6 actions. I cannot publish or test it as I continue to get the following error:Message: Sorry we cannot process your request this time.I have already broke this set of actions out from another compound action as I wasn’t able to save that one until doing so. I believe this has to do with the size of my compound action as a while back I saw a 5mb size limitation error message when running into this error in another situation. Is my only course of action to break this compound action out into further smaller compound actions?

Hi Team,I have created content gateway having Authentication type selected as API Key. The ingestion is failing with error as Validation Failed. I assume it is due to the header is not getting passed in the request because when I am sending the request in API Playground it asked me for the Header Key and Value.While configuring the Content Gateway connector there is no option to add the header as we have in API Playground or HTTP action , how we will handle this ? Also is there a way we can see the ingestion logs ?

I am building an extend expiration date for contractor skill in agent studio, agent architect really helped me a lot. this skill I already developed on creator studio (legacy). now building in agent studioLooks like Data type with resolver strategy is not kicking of.. backend logs i dont even see the API being called because of this i am getting error in data.contractors not having the data to perform for each.. (check snapshot)how do i troubleshoot?  I do have a 2 http one to get contractors for the user so among that only user can extend it.  API: get_manager_reportees_actioninput: email{    "result": [        {            "u_termination_date": "2026-03-17",            "u_commonname": "Joe Doe",            "email": "Joe.Doe@abc.com"        }    ]}another to update the dates PowerAutomate_update_user_expiration_action Created a data

I am creating a plugin that sends a Slack message to a user when triggered by a webhook from a third party system when the system is experiencing service outages. The plugin is configured with a webhook trigger and uses a compound action in its body. The compound action has a user_email input argument to find the recipient to send the Slack message to, along with a message template that parses some of the information from the webhook’s payload. In my testing, I am sending a mock webhook payload via curl command and providing an email address of a user to send the Slack message to, but the actual payload from the third party system does not include email addresses/user information. Instead of sending the Slack message to just a single user, I’d like to send it to either all Slack users (which Moveworks has ingested), or a group of users, for example that are identified through an email distribution list that use the third party system.Is there a way to accomplish this so the p

Hey builders!Ryan and I had a packed session today – we went deep on data mappers in HTTP actions, tackled some gnarly edge cases around webhook security and output mapping, and dropped some roadmap previews for what's coming in the next few months.Here's the recap of what we covered:Data Mappers in HTTP Action Bodies – Your New Best Friend for Transformations → You can now use YAML-based data mappers instead of raw JSON with mustache syntax in your HTTP action bodies. → The real win: use DSL functions directly – uppercase, map, inline transformations – without wrestling with triple braces or escaping JSON strings. → Perfect for abstracting transformation logic out of your conversational process. Ryan called out Outlook meeting booking as a prime use case – get a list of attendees, pass it to the action, let the action body handle the restructuring. → Docs:

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

Hello Moveworks Community 👋We’re excited to announce an enhancement to interaction tracking for live agent connection and ticketing flows in the Data API. What’s new?We’ve extended “parent_interaction_id” support to mw_form interactions. These forms are in-bot forms used for actions such as: Creating a ticket Connecting to a live agent etc  With this update, you can now trace the full user journey—from the initial AI Assistant interaction to the form submission that leads to a live agent or ticket creation.AvailabilityThis enhancement will be available on a going-forward basis starting January 30th 2026.Interactions created before this date will not include “parent_interaction_id” for mw_form interactions.Why this mattersThis unlocks: Better end-to-end interaction visibility Clearer attrib

Encountering an issue when using the Notify action inside a for-loop (Under parallel) in a compound action flow. The Notify action is configured with two interactive buttons: Approve and Reject, and is used to send actionable notifications to users.When the loop processes a larger list (10+ items), users do not receive any notifications. Instead, the conversational flow appears to stall, and the user continuously sees the response:“Fetching invoice details for your pending approvals…”In contrast, when the list contains a smaller number of items (typically fewer than 5), the Notify action works as expected and notifications are successfully delivered to the user with the approve/reject options.There are no errors or failures visible in the logs during execution. The workflow does not explicitly fai

Hello Moveworks Admins,We're excited to announce that Ticket Backpolling for Knowledge Studio is now live in Moveworks Setup. This features allows customer admins to run Knowledge Studio ticketing backpolling directly from Moveworks Setup. 💡What is Knowledge Studio ticket backpolling?Knowledge Studio ticket backpolling imports your organizations’ historical IT tickets from ITSM systems like ServiceNow or Jira over a specified time period. During backpolling, Moveworks:Retrieves historical tickets from ITSM systems Processes and standardizes the ticket data Makes this historical data available to Knowledge Studio for pattern analysis and article recommendationsNote: By default, backpolling covers the past 6 months of ticket history to provide Knowledge Studio with a comprehensive dataset.🌟 How to run ticket backpolling for KS?

We were updating the names for our plugins to be more user friendly, however when removing the Underscores we received an error. Once I read the error explanation it said, ‘Name should start with a letter and underscores are OPTIONAL.’So why is this error happening? How can I save without underscores?  

We are working on a use case , where we get invoices from databricks , with requesters username, associated with that . what our current flow does is that , it fetches username for each invoice gets its email and fetches the profile of the user to get the email and region of the user and also to fetch the manager information to send the invoice escalation notification if an invoice hits deadline on that particular day. So the logic works in a way that it runs daily , and groups invoices based on their ages and as per the requester and managers and sends those to the respective people. This is flow is working successfully . But theres is a catch . On Biweekly Wednesdays we have the logic to pull all invoices above a certain number of days. So it fetches thousands of invoices on Biweekly wednesdays and then tries to process them. But while processing the script gives an error saying “ Deadline Exceeded” with the error code 6. As we are not calling any external API why is the code fail

Hello Community!I wanted to share a useful architecture for implementing an Autonomous Ticket Quality Assessment Agent using Moveworks. This can be done using any ITSM, but this example is specific to ServiceNow. This approach enables teams to run consistent, scalable QA evaluations across assignment groups, store results directly in ServiceNow, and proactively notify QA leaders with actionable insights. The Use Case: Autonomous Ticket Quality AssessmentThe goal is to evaluate the quality of resol

Hi Moveworks Community,We are seeking guidance on how other teams are triaging and conducting quality assurance to ensure agents are providing accurate answers.We have a slightly unique use case. Our primary customer is our sales team, and users are connecting with a number of sales support teams (today 3 teams, eventually over 20 teams). The out of the box conversation tagging results in a significant portion of conversations being tagged as 'Other' which leads to a manual review. Current State: We read through every conversation, tag the Conversation ID and topic in a Google Sheet, then loop in the owners of the Knowledge Article docs to review and validate the answer from our agent is accurate. Ideal Future State:

You can now use Data Mapper syntax directly in HTTP Action bodies.If you've built complex HTTP Actions with Mustache, you know the pain:Triple curly braces `{{{variable}}}` for everything Passing arrays? Hope you remembered `$STRINGIFY_JSON()` in your Compound Action first Formatting data in one place, using it in another — inconsistent and confusing Want conditional fields? Good luck wiring that through MustacheThe experience was fragmented. You'd write transformation logic in your Compound Action, stringify everything, then pray it landed correctly in the HTTP body.Not anymore.What you can do now:# Build a list of objects from input dataupdates: MAP(): items: items converter: item_id: item.id

Hey builders!We kicked off the new year with a jam-packed session yesterday – myself, ​@rgeroulo , and ​@srankich  were cooking through new releases, live previews, and some deep dives into patterns that'll make your plugins way more reliable.Here's the recap of what we tackled:LDAP Actions – Finally Connect Agent Studio to Active Directory → No more building custom PowerShell wrappers! LDAP Actions dropped, letting you search users, retrieve attributes, and run any LDAP query directly from Agent Studio. → Requires an Active Directory connector in Moveworks Setup (not Agent Studio). → Docs: HTTP LDAP Actions Data Mappers for Action Bodies – Goodbye Raw JSON Escaping Hell → New feature: use our familiar

I have a few plugins that collect information to fill out a ticket. The different fields to fill out are slots in the conversational process. The slots have a resolver strategy to pull the possible options from a api. I have the slots set to Infer slot value if possible. However inferring never actually works when a resolver strategy is applied.For a access management plugin, I can say I want access to <exact application name in system> and the plugin will show the first x options. It normally ends with the correct option and says things like, if you mean <exact application name in system> type “yes” or the number in the list. It however always makes the user confirm the option instead of inferring.I am getting around this by throwing a generate_structured_value_action at the beginning after asking for a description of the ask, but it is possible the user won’t provide enough information to determine the correct option and it feels like a hack when slots sh