Upcoming Data API change — Live Agent handoff resources (effective 14 October 2026)
Hello,
We are excited to let you know about an additive change to the Moveworks Data API, taking effect on 14 October 2026.
This change applies to all Data API consumers by default. Nothing is required from you to receive it — we are sharing it in advance so you can review and handle it on your side before the date if it affects you.
What is changing
Live Agent handoffs will be recorded as a new resource type in data_api_plugin_resources. This is available for ServiceNow live-agent handoffs only at this stage.
| Field | Value |
|---|---|
dim_resource_type | RESOURCE_TYPE_HANDOFF |
resource_id | The live-agent interaction identifier in your connected system. For ServiceNow, the sys_id of the interaction record |
data_resource_details | JSON containing external_system (for example, SNOW) |
data_resource_details_b64 | The same details in typed proto format, using a new HandoffResource type |
is_cited | Always |
conversation_id, interaction_id and plugin_call_id behave exactly as they do for all other resource types and can be used to join to data_api_conversations, data_api_interactions and data_api_plugin_calls.
Why
This lets you correlate assistant conversations with the live-agent session they were handed to, so you can analyse handoff outcomes using your own external system's records.
What to check before 14 October
- If your pipelines filter to specific resource types — no impact. Add
RESOURCE_TYPE_HANDOFFonly if you want the new data. - If your pipelines read all resource types — you will start receiving additional rows. Please confirm that rows of a new type will not affect ingestion, row counts or existing reports.
- If you decode
data_resource_details_b64— add support for the newHandoffResourcetype or skip rows wheredim_resource_type = RESOURCE_TYPE_HANDOFF.
Current limitation
ServiceNow only. Handoff resources are emitted for ServiceNow live-agent handoffs. Handoffs to other live-agent systems are not included yet.
Timeline
- 6 October 2026 — this notice
- 14 October 2026 — change takes effect
If you have any questions, please contact your Moveworks representative.