We've released the Tool Response Rendering Improvements ML upgrade for Standard customers.Tool Response Rendering ImprovementsWe've made some updates to how the Moveworks AI Assistant presents tool responses!The Assistant now presents clean and concise results. Previously, some responses were excessively verbose or surfaced extra, unnecessary information, rather than synthesizing it into a helpful answer. Improvements include four changes that will make responses clearer:Relevance by default: When sharing information from a tool response, the Assistant surfaces only details relevant to your request. Raw data fields, internal identifiers, and technical values you can't act on are omitted. Synthesized answers: When multiple tools contribute to a response, results are combined into a single coherent answer. Plain-language errors: When a tool encounters an error, the Assistant describes the outcome in plain language. Clean output by default: The Assistant won't include verbose technical data in responses unless it's directly useful to you.To verify the improvementsAfter the update is live in your environment: Ask a question that normally triggers a verbose tool response. The Assistant should return a concise, relevant answer.Read more about the release here.Learn more about our model upgrade program here.

 We’re launching a new feature called Vetted Content which will be generally available (GA) on May 28, 2026 to help employees instantly recognize approved, authoritative answers in Moveworks Assistant and Enterprise Search. Please note: this update is designed to work best with GPT-5.2, currently in our Frontier and Standard plans (link). Under GPT-5.1, Vetted Answers may not perform optimally.What it isVetted Content clearly signals which indexed files and Knowledge Base Articles (KBAs) are approved by your organization, so employees can quickly trust the answers they see. Use Vetted Content to improve trust when your organization contains outdated or unmaintained content, multiple documents cover similar topics and employees can't tell which is authoritative, or when content has been created by individuals/teams outside the designated subject matter owners.In Moveworks Assistant, responses cited from vetted sources appear in a prioritized "From vetted sources" section at the top of the answer. Available across Web, Slack and Teams.In Enterprise Search Web App, vetted results carry a Vetted badge, and the Search summary is split into two parts: vetted sources first, then other top sources. Vetted results also receive a small ranking boost when relevant (search results ordering remains primarily relevance-driven; vetting isn't a hard pin).Admins can vet any indexed files or KBAs in Moveworks Setup completely self-service, no engineering or support ticket required.    Benefit to employeesTrust at a glance. Employees can see which answers come from approved, authoritative content without guessing. Less doubt, faster action. Reduce "is this still correct?" hesitation around policies, runbooks, and how-to guides. Easier discovery. The right answer is more likely to surface in Enterprise Search App when it's truly the source of truth.Next stepsWant a sneak peek before GA? Reach out to your Customer Success Manager to preview Vetted Content in your sandbox before the May 28 launch. Plan for launch. Once GA goes live, admins can start marking files and knowledge base articles as vetted in Moveworks Setup through self-service. We will update this post with a setup guide.

Get the latest on the product releases and roadmap updates to stay up to speed on all the exciting new features our teams are working on! Roadmap plans and any forward looking statements are shared under NDA and subject to change without notice.We also encourage you to check out the monthly release notes for details on past product updates.AI AssistantWorld Knowledge App - Available Now (for customers on EmployeeWorks and Standalone SKUs)Users can search and synthesize information from public web sources, upload files, and get help with editing and writing.Channel Resolver - Controlled Availability in June 2026Users experience the Assistant responding to channel messages and live agent hand-offs in their Direct Messages.Slack Chat Threads - Controlled Availability in June 2026Introduces chat threading for a clean, modernized experienceSlack Native Popup & Global Actions - Controlled Availability in May 19Users will now see references pages popup within SlackAgentic Reasoning EngineTool Response Rendering Improvements (dates below)CA: May 15 - 18Standard: May 18 - May 20Basic: May 20 - May 25Users will see streamlined output from the AssistantNote: Because this feature impacts the underlying ML we will be rolling it out using the tiers described in the Model Upgrade Program. You can read more about that program here. Enterprise SearchEnterprise Search Plugin Migration + MLS - Available NowCustomers unlock scale with max capacity connectors and experience, improved relevance quality and more reliable results for all non-English speaking usersMLS for Files - Available NowUsers can now ingest non-English filesVetted Answers - Available NowUsers now see answers that have been vetted by the organization, as accurate and high quality, at the top when asking the Assistant a question.Search Analytics - Coming June 20, 2026Users will be able to track search metrics, user trends, and trending topics to better understand the quality of informationSelf Service/SetupIdentity 2.0 - Available NowUsers can now ingest users from external systems in minutes instead of hoursManual User Management - Available NowPartner Development Instance users can now test plugins and connectors without SSO or identity ingestion dependencyPartner Development Instance Offboarding - Coming in June 2026PDI users can now automate the org lifecycle management to scale partner enablementSelf-Serve Validation Failure Alerts - Coming in June 2026Partners can now independently diagnose and resolve ingestion blocking scenarios for Users & Forms.Note: KB, Access Groups, and FAQ Resources are currently out of scope.

🎉 Now Available: EmployeeWorks We're excited to share that EmployeeWorks is now generally available! What is EmployeeWorks?EmployeeWorks is an AI-native web experience — dynamic, context-aware home for your entire workforce — a single interface that surfaces the tasks, requests, and information most relevant to each employee, generated and personalized by AI. With this release, Moveworks plugs directly into that interface, so the conversational AI Assistant your employees already know is right there, embedded within Employee Slate. What this unlocks for your employees:One front door for work. Employees land on a view tailored to their role, team, and recent activity — with Moveworks ready to act on any request. Conversational depth, visual context. Quick searches, ticket resolutions, and approvals stay conversational with Moveworks; longer workflows and structured tasks render natively in Employee Slate. Cross-system reach you already have. Every connector, plugin, and skill in your Moveworks deployment is available — no rebuilding needed. Personalization that improves with use. Employee Slate learns from how employees interact with it and keeps their home pages maximally  relevant. World Knowledge Assistant. Gives employees a secure, GPT-like space for content generation, web searches, troubleshooting help, and more. Read more about it here  Who it’s for:Available for customers who have purchased EmployeeWorks. Contact your account team for a demo or more information. Learn more here. Read how to get started here. Questions? Drop them in this thread — our team and the broader community will jump in. And if you're already piloting Employee Slate, we'd love to hear what's working (and what isn't).

We've released the Improve User Message Context during Entity Selection model upgrade to Standard customers.Improvements to how the AI assistant identifies and selects the right applications and resources when processing user requests. This update ensures that customer-configured catalog items are prioritized over generic defaults, leading to more accurate plugin responses — particularly for software access workflows.Read more about the release here.Learn more about our model upgrade program here.

What problem does this solve?Knowledge workers need help every day with tasks that have nothing to do with company data — rewriting an email, debugging a SQL query, finding the latest security patches, or checking whether a benefits document still complies with current law. They need a secure, capable thought partner. Many organizations restrict consumer AI tools on corporate devices for security and compliance reasons, and standalone AI subscriptions add cost without integrating into existing workflows. Employees end up without a reliable, sanctioned option for everyday knowledge work.World Knowledge App gives employees a secure, enterprise-grade AI assistant for general-knowledge work — accessible inside the interfaces they already use. Step-by-step: how does it work? Employee opens the World Knowledge App. It appears as a dedicated app in the left panel of Web (either Moveworks Web or EmployeeWorks Web). It is separate from the Universal Assistant so general-knowledge conversations stay focused.Employee asks a question. The assistant handles the full range of general-knowledge tasks: improving writing, learning a concept, finding current information, debugging code, or analyzing a document.The assistant decides whether to search the web. When LLM knowledge alone isn't sufficient — for example, "Were there recent security patches for Adobe products?" — the assistant automatically triggers a live internet search. No user confirmation needed. Every web-sourced response includes citations so employees can verify the source.Optionally, the employee uploads a file. They can attach a document and ask questions that blend the file's content with LLM knowledge and live web search. Example: "Does this benefits document still comply with current federal law?" The assistant combines what's in the file with what it knows and what it can look up. How to Get Started Availability: EmployeeWorks and Moveworks Standalone SKUs. Not available for AI Native or Heritage SKUs.Enable the app: Moveworks Setup → Core Platform → AI Assistant → Specialized Assistants → activate World Knowledge App Enable file attachments: Moveworks Setup → Manage Chatbots → select the Web bot → enable File Attachment Manage web search (optional): Moveworks Setup → Plugin Management → World Knowledge (default: enabled). Recommended to leave on — disabling web search increases risk of hallucinated or outdated answers. Admins with security or compliance constraints can turn it off here.Validation stepsThe World Knowledge App appears as a named app in the left panel on web. A general-knowledge question (e.g., "What are the latest NIST password guidelines?") returns a response with source citations Uploading a document and asking a question returns a response that draws on both the file and external knowledge Disabling web search in Plugin Management removes live search results from responses (LLM-only mode)

We've released the Improve User Message Context during Entity Selection model upgrade to Standard customers.Improvements to how the AI assistant identifies and selects the right applications and resources when processing user requests. This update ensures that customer-configured catalog items are prioritized over generic defaults, leading to more accurate plugin responses — particularly for software access workflows.Read more about the release here.Learn more about our model upgrade program here.

We're making a small change to the language we use when rolling out new features — and we wanted to give you a heads up.Going forward, what we've been calling Limited Preview will now be called Controlled Availability. This aligns our terminology with ServiceNow's, making it easier to have consistent conversations across both platforms.What does this mean for you?Same experience, new name. Controlled Availability works the same way Limited Preview always did: early access to features for a select group of customers before broader release. The experience, the process for getting access, and how we communicate with you about it are all unchanged.You'll start seeing "Controlled Availability" in our roadmap updates, release communications, and documentation where "Limited Preview" used to appear.As always, if you're interested in early access to upcoming features or have questions about anything in our roadmap, feel free to reach out or drop a comment below.

We've made some updates to the toxicity filter!You can now choose which of five fixed content categories your Moveworks AI Assistant will engage on. The old "Specific Topic Toxicity" model with free-form custom topic exceptions has been replaced.The five categories — all blocked by default:Violent— physical violence Sexual Content or Sexual Acts— sexually explicit content Suicide & Self-Harm— mental health and self-harm topics Unethical Acts— content promoting unethical behavior Jailbreak— attempts to bypass the Assistant's safety instructionsOpt-in to only the categories your organization wants the Assistant to engage on. Uncheck at any time to return a category to being blocked. Selections apply to every future interaction.A common reason to allow a category: Allowing Suicide & Self-Harm lets employees asking for mental health support get routed to your EAP knowledge instead of receiving a generic decline.Where to configureChat Platforms → Display Configurations → Moveworks AI Assistant Display Settings & Disclaimers → Safety Guard: Allowed Content Categories Controls will be made available by EOW (5/9)   To verify your settings are working                         After saving, test directly in your Moveworks AI Assistant:                                                                                                                            - Send a message that falls into a blocked category — the Assistant should decline and return a refusal message.  - Send a message that falls into an allowed category — the Assistant should respond normally.    Note: Changes may take a few minutes to take effect after saving.A few things to knowThis is the Moveworks-specific safety check. Underlying OpenAI/Azure toxicity protections still apply and aren't configurable here. Align with HR, Legal, and Security before allowing any category — selections apply to every user in your org.Read how to configure the Toxicity filter here.

Starting May 1st, the standalone API Audit Logs page in Moveworks Setup will be retired. All API audit log data is now captured within the new Built-in Plugin Logs view, available under Organizational Details → Audit → Built-in Plugin Logs.What's changingYour existing API audit logs — request/response payloads, HTTP status codes, method types — are now available in Built-in Plugin Logs under the log type action.http.trigger. Earlier data from the API Audit Logs page has also been carried over, so there's no gap in visibility.What's not changingThe data itself. Everything you relied on in API Audit Logs is captured in the new view. The only difference is where you access it.What you need to doNothing. Just start using Built-in Plugin Logs in place of the API Audit Logs page before the May 1st sunset.What else you getBuilt-in Plugin Logs goes beyond API calls. You also get workflow execution logs (ticket_gateway.*), trace IDs to follow a plugin execution end to end, and filters for log level, plugin, requestor, API method, status code, and more. This was announced on April 20th and is now live for all customers.  Link to announcement of built in plugin logs :  For full details, see the Built-in Plugin Logs documentation.

Hey Community!We wanted to announce that the we are about to deprecate the old legacy interactions table on May 20th. Post 20th May, View interactions button will take you to the new interactions table as marked on the diagram below.   

Hello Moveworks Community.In January, we announced a major Search upgrade - the introduction of the new Enterprise Search plugin, starting with a rollout in the US and EU data center regions.We have been working on bringing the improvements and enhancements to all of you in every region (see our previous update post here if you are interested), and we are ready to enable these updates next week!Rollout timeline updatesThe search enhancements will be rolled out across regions as follows:US & EU : All remaining US and EU customers on Tuesday, 4/28. CA : All CA customers progressively starting Thursday, 4/30 and concluding by Wednesday, May 6. AU: All AU customers progressively starting Thursday, 4/30 and concluding by Wednesday, May 6. GovCloud : All GovCloud customers progressively starting Thursday, 4/30 and concluding by Wednesday, May 6.What's changing As previously shared, we're migrating AI Assistant to a new Enterprise Search (ES) plugin with an upgraded, scale-ready search and relevance system.Why / the benefitsThe new plugin can search across millions of documents, delivering more relevant answers for your employees. This upgrade also delivers better relevance quality and more reliable results for all non-English speaking users. Employees will automatically see results prioritized for their locale and query language with no special setup required. It simplifies how language and geo controls work, rather than admins manually configuring boost settings and users having to explicitly set a preferred language, both become native ranking signals.What do admins need to know? No action required. Existing manual language and geo boost settings will no longer be needed. These controls will be retired as part of this update as both will become native ranking signals.Change to end-user experience Users will notice more relevant results and broader content coverage. Results will automatically uprank content based on the user's language and location, while not eliminating relevant content across other languages. No changes needed from employees. Users may occasionally see relevant results in a language other than their preferred language.Also coming soon: Multilingual document search In addition to that, we are excited to share the upcoming support for searching for non-English files in AI Assistant and Enterprise Search. Check out the post on this here.

We've shipped a new log view in Moveworks Setup — Built-in Plugin Logs. You'll find it under Organizational Details → Audit → Built-in Plugin Logs. What is this?Built-in Plugin Logs give you visibility into the external API calls that Moveworks built-in plugins make to your integrated systems, along with workflow execution logs. This covers calls like creating tickets, provisioning software, unlocking accounts, adding comments, and more — plus the workflow steps that lead to those calls.The view captures two types of logs:External API call logs (action.http.trigger) — the actual HTTP requests and responses between Moveworks and your external systems. Workflow execution logs (ticket_gateway.*) — ticketing workflow steps such as which workflow was identified, which actions were triggered, and the final execution result.What you can do with itEach log entry includes a log level (Error or Info), timestamp, trace ID, log type, plugin name, requestor email, and a summary. Click any row to open the full detail panel with request and response data.The trace ID is key — all log entries from a single plugin execution share the same trace ID, so you can trace from the workflow identification step through to the API call and its outcome.Filters are available for time range, log level, trace ID, log type, plugin, requestor, API method, and API status code.What about API Audit Logs?If you've been using the standalone API Audit Logs page, those same external API call logs are now captured here under the log type action.http.trigger. Same data — request/response payloads, HTTP status codes, method types — just within this unified view.We will be sunsetting the standalone API Audit Logs page on May 1st. No action needed — just start using Built-in Plugin Logs going forward.Key notesLogs are captured on a forward-looking basis. Historical data is not backfilled. Logs are retained for 1 week on a rolling basis. Authentication API calls are not recorded to avoid exposing credentials. A single user action can produce multiple log entries — Moveworks plugins may call the same API more than once, depending on the workflow, and automatic retries are surfaced as-is. Access is governed by the PII Viewer role. All Setup users can see the log table, but only Super Admins and PII Viewer role users can view unredacted request/response details.ResourcesBuilt-in Plugin Logs documentation

Why this mattersWhen the AI Assistant delivers an unexpected response, the first question is always why. Until now, answering that meant filing a support ticket and waiting for Moveworks to investigate. Chat Playback puts that diagnostic power directly in your hands.What's newAI Assistant Chat Playback is a troubleshooting tool in Moveworks Setup that lets you replay any user conversation and inspect the assistant's reasoning process step by step. Paste a conversation ID and see exactly how the assistant processed the request across four stages:Intent — How the assistant interpreted and reformulated the user's query. Compare the original message against the rewritten query to spot misinterpretations. Plugin Selection — Which plugins were available to the user and which ones the assistant chose as relevant. Plugin Execution — What arguments were passed, what resources were returned, and whether execution succeeded or failed — including specific error codes. Response Generation — Which resources were cited in the final response, and where they came from.This makes it straightforward to pinpoint whether an issue originated from intent misinterpretation, plugin selection, a downstream execution failure, or a citation relevance problem.AvailabilityChat Playback is live today for partner-managed orgs. It will be enabled for all orgs by April 27.Key NotesAccess is role-gated. Chat Playback displays sensitive conversation data. Only Super Admins and users with the PII Authorized Viewer role can access it. Conversation ID required. Playback is scoped to a single session — you cannot search by user email or browse conversation histories. This is by design for privacy. All access is audit-logged. Every lookup is recorded with the accessing user, conversation ID, and timestamp for compliance review. Transcripts available after ~3–4 hours. Conversations need time to process before they appear in Chat Playback. Action plugin failures? Copy the Trace ID from the reasoning panel and look up the full error chain in API Audit Logs for the downstream API call details.ResourcesAI Assistant Chat Playback documentation Built in plugin logs documentation 

Update: We've upgraded the AI models powering LLM Actions in Agent Studio. Here's what you need to know.What changedGPT-4o and GPT-4o-mini have been retired by OpenAI and are no longer available. All existing use cases that referenced these models have been automatically upgraded to GPT-4.1 and GPT-4.1-mini, respectively. Your agents continue to work with no interruption.Do I need to do anything?No. The migration has already been applied. Your agents are running on the updated models today.If you're creating new LLM Actions or updating existing ones, select a model from the GPT-4.1 family going forward. GPT-4o and GPT-4o-mini will no longer appear as options.How Moveworks handles model upgradesAs a managed AI platform, Moveworks monitors model availability across providers and handles migrations so you don't have to. When a model is deprecated, we upgrade affected configurations to the best available replacement -- keeping your agents running without manual intervention.We're also evaluating ways to simplify model selection in LLM Actions in the future, so you can focus on the reasoning capability you need rather than tracking specific model versions based on dates.Questions?If you have questions about how the model change affects your agents, or want to understand which model your use cases are running on, reach out to the Moveworks team. Thank you!

We’re excited to announce major upgrades to content troubleshooting in Moveworks Setup, available starting April 15, 2026. This release enhances visibility, accuracy, and usability across the Data Crawling Viewer and Control Center, making troubleshooting faster and more effective.🧭 What’s New in the Content Troubleshooting Enhancements?Data Crawling Viewer Enhancements More accurate crawl statuses: Improved logic to better reflect crawl outcomes, eliminating misleading success/failure states. Crawled Records view: Records successfully fetched during a crawl run, shown with record ID, title, and timestamp. Failed Calls view: API calls that encountered errors during the crawl, including: Error code (e.g., 401, 403, 429, 500) Error message explaining the cause API endpoint that was called when the failure occurred Redesigned UX: New Healthy/Unhealthy resource statuses, a dedicated View Logs page, cleaner UI, and consolidated content resources in one section. Redesigned UI/UX and New Healthy/Unhealthy Crawl HealthCrawled RecordsFailed API Requests Control Center Enhancements Record Activity Logs (New): Record-level visibility into processing and enrichment events and errors. Terminology update: "Serving / Not Serving" is now "Indexed / Not Indexed" across all labels, widgets, and tables to accurately reflect the status of content. Crawled  Table Improvements Content Status → Indexed / Not Indexed (previously: Serving / Not Serving) Permission Status → Indexed / Not Indexed (previously: Permission Crawled = true/false, which did not indicate indexing status) ServiceNow User Criteria support: ServiceNow user criteria (KB permissions) now show Indexed / Not Indexed (previously: Not Applicable) Record Activity LogsControl Center Enhancements ⭐️ Key BenefitsWith these enhancements, Moveworks admins can effectively troubleshoot content-related issues directly inside MW Setup:More accurate crawl statuses — eliminates misleading success/failure states for more accurate assessment of crawl runs. Crawled Records view — confirms which records were fetched from the source system during a crawl run. Failed Calls view — surfaces the exact API call that failed with the error code and message, helping identify issues such as permissions, authentication, rate limits, or source system errors. Admins can investigate further by copying the API request and executing it in API Playground Record processing logs — provide visibility into record-level processing and enrichment steps to help diagnose why records fail to index. Indexed/Not Indexed terminology — shows whether a record is in the index and available to be served to users, making it easier to troubleshoot content availability.✋🏻CalloutsData Crawling View Failed call counts are not available for Forms, FAQs, and Users API request details may not be available for all systems. However, they are supported for Enterprise Search systems Failed call count ≠ records not fetched — a single failed call (e.g., at a folder level) can affect multiple records. Some Moveworks-imposed errors may show an empty error code. Common causes: record exceeds size limit, download timeout, missing/invalid attributes, or empty content body After this change, data prior to March 15 will no longer be available Control Center Enhancements Record Activity Logs show only a subset of processing and enrichment steps. In some cases, all visible steps may show success, but the record may still fail due to issues in other enrichment steps that are not currently surfaced – contact the Moveworks Support team with the record details for further investigation Errors in Record Activity Logs are only surfaced for data from April 1 onward

Get the latest on the product releases and roadmap updates to stay up to speed on all the exciting new features our teams are working on! Roadmap plans and any forward looking statements are shared under NDA and subject to change without notice.We also encourage you to check out the product roadmap for upcoming releases and monthly release notes for details on past product updates. AI AssistantUX Enhancements: Text Streaming - Coming April 29Users will experience natural feeling responses that gradually unfoldUX Enhancements: Slack - Coming June 2026Users will be able to get help, view references, and rate the Assistant as helpful/not helpful all within Slack.GPT 5.2 Update - Live for Standard/Frontier TiersUsers on the Standard/Frontier Tiers have moved to GPT 5.2.World Knowledge App - Coming on April 29 for Customers on EmployeeWorks & Standalone SKUs onlyUsers can now get real-time answers, upload files, and ask questions with World Knowledge all through Assistant on Web.Agent StudioUser Consent Auth - Coming April 30Users have an improved experience connecting AI Assistant to third-party appSharing & Permissions - LP Coming April 30Admin users now have control over which plugins and connectors users view, edit, and launch.Agent Architect V2 - Coming Q2Agent Architect V2 aims to serve as an intelligent co-pilot for building in Agent Studio, which allows developers to focus fully on the business intent while the Architect handles the implementation details on the Agent Studio platform. It strives to accelerate the time it takes developers to build working plugins.MCP Workspace - LP Coming May 29Users can now connect any MCP-compatible server and instantly surface those tools inside the AI Assistant without building additional pluginsEnterprise SearchEnterprise Search Plugin MigrationEU: All customers enabled on April 7 US: Progressive rollout starting April 7 and completing April 15 AU, CA, & GovCloud: Timeline to be confirmedCommunity post and subsequent updates can be found hereVetted Answers - Coming SoonNote: Vetted answers is compatible only with Enterprise Search pluginUsers can now identify if sources are vetted by the “vetted badge”.Multilingual Document Search - LP Coming April 15Note: MLS Knowledge Base rollout is coupled with Enterprise Search Plugin Migration. Users can now search for documents in different languages without translations. Community post can be found here.Rollout Audience Configuration - LiveUsers can now control who can search content surfacing from each connector.Auto-trigger Ingestion on Config Change Detection - LiveWith this update, when the platform detects a config change in Setup, it automatically buffers & dedupes the changes, conducts discovery & deletion of the dupes, and triggers a full ingestion.Moveworks Setup Left Nav & Connector Renaming for Enterprise Search - LiveWe have streamlined the navigation labels to improve the user experience. Read more about it here. Old Left Nav   Updated Left Nav   Connector Display Name Changes Old Names   New Names   Two Content Handling Improvements - Coming Soon on April 15Disable serving content deletion on config removal Users experience improved configuration deletion behavior. Now when a configuration is deleted, content stops being served immediately and triggers indexed content deletion SharePoint cursor handling SharePoint Group APIs sometimes return Token Decoding errors during long running Group Ingestions. This is in progress and we plan to resolve these by retrying the specific groups where we notice these errors. Self ServiceConfiguration Change History - LiveUsers can now audit changes made to configurations and compare changes across versionsAdvanced Configuration Editor - LiveUsers can now use the JSON editing interface to duplicate configs, promote, across environments, make bulk edits, in one go, and more.Configuration Delete - Coming April 30Users can now delete unused content ingestion configurations inside of Enterprise Search, Ticket Workflows, and Rich Ticket Forms.Enhanced API & Service Logs - Coming April 30Users now have deeper visibility into API & Service logs allowing for better troubleshootingAI Assistant - Chat Playback - Coming April 30Users now have access to a secure debugging and observability tool that enables customer admits to playback employee-Assistant conversations.Identity V2 - Coming SoonUsers can now ingest users from external systems in minutesPartner Developer Instances - Coming April 30Partners will now be able to create bulk instances, bulk invite users, share pre-loaded skills with users, and more. Nominate your organization for our Limited Preview ProgramsConsult our list of available Limited Previews here. 🚨Important NoteFeature timelines are subject to change due to various underlying factors. Please check in regularly for timely updates.Thank you for being part of our community! If you have any questions or feedback, please feel free to reach out here.

 Hello Moveworks Community, we're introducing Configuration Delete in Moveworks Setup — a new capability that lets you remove configurations you no longer need, directly from the UI, without contacting Moveworks support. This is available for: • Enterprise Search configurations• Ticket Workflow configurations• Rich Ticket Filing (RTF) configurationsWhy we built thisUntil now, removing configurations (Specifically Enterprise search) required multiple manual steps, coordination with the Moveworks team, and often a long wait for data cleanup to fully complete. For RTF and Ticket Workflows, there was no delete option in the Moveworks Setup UI— making ticketing migrations and general configuration hygiene harder than they needed to be.How it works• Enterprise Search: Deleting a configuration automatically marks all ingested content as non-serving, triggers a full data purge (completes within 24–72 hours), and removes dependent configurations like resource permissions. No extra steps required on your end.• RTF & Ticket Workflows: You can now delete these directly from the Setup UI using the new ticketing configurations journey — making ticketing migrations and stale configuration cleanup straightforward.What to know before you delete• Deletion is irreversible:  To restore a deleted configuration, you’ll need to complete the full setup process again. Review the confirmation warnings carefully before confirming.• User Identity configurations are not removed:  Deleting an Enterprise Search config does not affect user permissions or identity configurations. • Dependency checks are enforced:  If a workflow is referenced in a routing condition, or a form is used in a Smart Handoff, the system will block the deletion and guide you to resolve the dependency first.• All deletions are fully logged in Config Change History (under Troubleshooting Hub) and SIEM logs.This option will be available on 13th April across all regions  For full details and step-by-step instructions, check out the documentation here

  Announcement: Sunsetting Legacy Analytics SFTP Reports As part of our commitment to modernizing our data infrastructure and aligning with the Classic Bot deprecation, we are officially sunsetting legacy Analytics SFTP reports. These reports were designed to serve data exclusively for the Classic Bot experience. As we transition toward a more integrated AI Assistant environment, we are moving all reporting to our high-performance Data API and Product Dashboards.What is Changing?The following reports and their associated SFTP access will be deprecated: All Classic Bot usage and performance reports. daily_user_roster daily_triage_record Where to find AI Assistant analytics dataTo ensure your team has uninterrupted access to the insights you need, please transition to the following alternatives  : For daily_user_roster: Utilize the /users entity within the Data API. For daily_triage_record: Use the Triage Insights Dashboard and the "View Tickets" download functionality. For all raw data related to the AI Assistant, we recommend utilising the Data API for automated ingestion or our AI Assistant Dashboards for visual analysis. Transitioning to the Data API provides significantly more granular visibility into AI Assistant performance and user engagement than legacy SFTP methods.Support & DocumentationPlease refer to our AI Assistant Analytics Product Documentation for detailed walkthrough on available AI Assistant Insights and data_api setup instructions. If you have additional questions regarding this deprecation or the Data API configuration, please reach out to your CSM.

Hello Community!We are excited to announce the upgrade from Triage 1.0 to 2.0! After the GA announcement of Triage 2.0 in Q4 2025, 40 customers have upgraded and have had incredible impact:Improved overall performance, a lift to Precision & Coverage, to route and categorize more tickets. Relaxed data requirements, allowing model training below 100 ticketsNow, we’re ready to bring the enhanced power of Triage 2.0 to all current Triage 1.0 customers!What does this mean for you?We already did the work to build the Triage 2.0 index in the background, without any disruption to your operations (learn more about the technology).After April 30th, we will upgrade your Triage instance, if you are currently on Triage 1.0.Where can I review the training results?In Moveworks Setup, go to “Triage 2.0” → click on the Config name, e.g. “assignment_group”Then, click “Build Triage Index”Last, click “Fetch Report”. You can also click “Triage Data Visualization” to view the scatter plot of your data.Want to enable Triage 2.0 right now?In Moveworks Setup, go to “Triage 2.0” → switch “Enable Triage 2.0”Have questions about the upgrade or what to expect in 2.0? Drop a comment below and let’s chat! 💬

We’re excited to announce the refreshed product roadmap! We made some updates to the product roadmap and wanted to share what changed and why. We kept hearing that customers wanted better visibility into what Moveworks is working on, so we took that seriously. The roadmap now has a cleaner layout, tooltips and a legend so the icons actually make sense, and reorganized product areas that are easier to navigate.Our goal is for this to be a real, living source of truth.That being said, timelines here are subject to change. Things can and do change, and we'd rather be upfront about that than overpromise. We'll keep the roadmap updated as our plans evolve.Note: Items in Planning may show the current month as their target release date. This can mean one of two things:The item is small enough to move quickly through our development stages and ship within the month The target date hasn't been updated yet to reflect a more accurate timelineWhere possible, we default to the first — shipping sooner rather than later.If you have questions about a specific item, feel free to reach out and we’re happy to clarify. Refreshed Roadmap ExperienceTooltip that shows up when cursor hovers over down arrowTooltip that shows up when cursor hovers over lightbulb icon 

Good news: Upgrades to Moveworks Agentic Reasoning Engine just got a lot more predictable.Introducing the Model Upgrade Program: a new way to get more visibility and control into when your Moveworks AI Assistant receives planned updates to the reasoning engine. This program gives every customer clear upgrade timelines.As a customer, you will fall into one of three tiers in this program:Frontier: You’ll get the latest models as soon as they're available (pre-GA). Best for organizations that want to stay on the cutting edge. This is the default for dev/sandbox tenants and partners. Standard: This is the default tier for most customer production environments. You will receive models once they're in GA. Basic: In this tier, you’ll automatically upgrade at the deprecation deadline, typically 2–4 weeks after Standard. Best for teams with extended change management cycles.What's changing today: Starting April 2, all Frontier and Standard customers will be upgraded to GPT-5.2 — automatically, no action needed. GPT-5.2 brings more comprehensive tool calling and a better enterprise search experience. Read more in this community post and blog. Known issue: Some customers may notice more verbose tool usage explanations and reasoning trace leakages. We’re on it — follow updates here.Want to know what model your tier is on today? Check out this help doc to track which latest model each tier is on.Want to check or update your tier? Go to Moveworks Setup > [Core Platform] AI Assistant > Advanced Settings > Conversation Settings — Model Upgrade Program Tier. If you are having issues with this upgrade and need technical help, please contact Moveworks Support.If you have questions about your tier or the program overall, feel free to add a comment here or contact your CSM, we’d love to help.

Hello Moveworks Community! We are thrilled to announce a major expansion to the Moveworks Data API. Starting April week 1, 2026, we are evolving the API from a "user-engaged" model to a "system-wide" model by introducing visibility into System-Triggered Events.Currently, our Data API focuses on conversations where a user has actively participated. But we know that much of the magic of Moveworks happens proactivity—through notifications, ticket interceptions, and channel resolutions. This update brings that proactive power directly into your hands for deep analysis and reporting. What’s Changing?We are updating four core entities to include System-Triggered Events (Notifications, Channel/Ticket Interception reach-outs)Please note that these changes are ADDITIVE in nature and will not break any of your dashboards. However, to make maximum out of this new data you must update your data pipeline. Conversations Entity: The scope is moving from "user-engaged" to all conversations, including those initiated by the system. You will now see records for every notification or interception event the moment they are triggered, regardless of whether the user clicks or responds. Interactions Entity: Every proactive message sent by the bot (like a laptop refresh nudge or a ticket update) will now be visible as a bot-actor interaction. Plugin Calls & Resources: We are now capturing the background work! Any plugin calls triggered by system events (like fetching a ticket for an interception) will be recorded, along with the resources used. We will soon be updating our API documentation to capture the exact updates. Important Details With great data comes great volume! Here is what you can expect starting week 1 April , 2026:Entity Expected Volume Increase Key Change Conversations 7-8X increase Includes all system-initiated events. Interactions 5-6X increase Captures all proactive bot messages. Plugin Calls ~25% increase Includes calls triggered without user input. Plugin Resources ~10% increase Includes resources used by automated calls.  Note:These changes are "forward-looking" only. Historical backfills for these system-triggered events prior to go-live, are not possible. Since the volume is expected to grow tremendously, we are implementing a 30 day TTL for Data API. This means that going forward, Data API will allow you to ingest data only up till 30 days back How to Prepare ? Review Downstream Pipelines: Because of the significant volume increase, ensure your ingestion pipelines and storage are ready for the extra rows. Update Your Dashboards: Start planning how to use the new type and detail fields to report on notification engagement and bot proactivity. Check the Docs: We will be updating our external documentation and release notes as we get closer to the launch date. We can't wait to see the insights you unlock with this new level of visibility! 🚀

Hello Moveworks Community, We've introduced a new power tool to Moveworks Setup: the Advanced Configuration Editor. Available under Troubleshooting Tools in the left nav, it lets you view and edit Moveworks Setup configurations directly in a JSON mode — giving you full control without the constraints of the standard UI. What you can do with it:Bulk operations — paste in 150+ destinations or payload mappings in a single save Configuration duplication — copy an entire config from one instance and paste it into another, tweaking only org-specific fields.  Environment migration — promote configs from sandbox to production by updating just the environment-specific values UI fallback — bypass overly strict UI validations that might otherwise block a go-liveA few things to keep in mind:This tool is intended for partners and advanced users — it modifies live configurations directly, so use it with extreme care Standard UI validations and DSL hints are not enforced in JSON mode, which can lead to incorrect DSL and Bender fields - Use with extreme care Secrets are masked and should not be edited through this view.  Only a vetted subset of configurations is available in the dropdown. The configuration names are granular and will not match configuration names present in the Moveworks Setup left-nav. Please refer to the mapping table in the help documentation and find the relevant configuration name. To get started, head to Moveworks Setup → Troubleshooting Tools → Advanced Config Editor. Full documentation, including a reference list mapping Setup nav pages to config names, is available here.

 We're excited to announce Configuration Change History, now available in Moveworks Setup under Advanced Tools → Troubleshooting Apps → Configuration Change History. 📋 What Is Configuration Change History?Configuration Change History gives you complete visibility into every configuration change made in your Moveworks environment. You can see exactly who changed what, when, and compare the before and after versions side by side. ✨ Key FeaturesTime-range search — Filter changes by date range (defaults to last 2 days; supports up to last 30 days) Configuration filter — Search by specific config name, or leave empty to see all changes across your environment. Please note that these configuration names are at the page level and will not directly map to the Moveworks Setup left-nav tab. Use this table to find the relevant Configuration Name in the drop-down.  Version history table — Timestamp, config name, version number, change type, and the user who made the change JSON diff view — Click any entry to see a side-by-side comparison with added, removed, and modified fields highlighted Full attribution — The User column shows the email of whoever made the change, whether that's your admin team, a partner, or Moveworks.  🚀 Common Use CasesScenario How It Helps Something broke after a change Set your time range to just before the incident, scan for recent changes in configurations, and identify what was changed and who made the change Preparing for go-live Audit recent changes to confirm everything was configured as intended Unexpected bot behavior Pull up the relevant config and review its change history for a timestamped answer Compliance or access review Document who made changes and when to support internal audits Verifying partner-led changes Confirm exactly what was modified after an implementation  📖 Learn MoreFull documentation, including a complete Configuration Name Reference : https://docs.moveworks.com/service-management/moveworks-setup/troubleshooting-hub/config-change-history