Why this matters
When 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 new
AI 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.
Availability
Chat Playback is live today for partner-managed orgs. It will be enabled for all orgs by April 27.
Key Notes
- Access 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.
Resources
