AI Assistant: Web Search now available in Quick GPT Fetch live web results using Quick GPT in your AI Assistant. This new capability in Quick GPT allows the Assistant to pull in web results with citations when answering questions that require up-to-date information. Think of it like Google’s AI Overview, but embedded in the place where you find company info or take action at work.Web search gives you the latest insights you need about current events, market news, or trend shifts while staying in the flow of work. Citations are included, so you can verify important details. Web search is covered by Moveworks’ zero day data retention for a trustworthy search experience.For more info, read our:Web Search Blog Web Search Community post Moveworks Help documentation on how to use Quick GPT AI Assistant: New upgrade to GPT 4.1 Moveworks AI Assistant is now using GPT‑4.1 as part of its Reasoning Engine. This model upgrade brings smarter responses, better reasoning, and faster performance — helping your assistant get even better at solving complex tasks across your enterprise. What are the benefits with GPT 4.1?Faster performance: Up to 38% lower average latency compared to GPT‑4.0, resulting in snappier, more responsive interactions across common assistant tasks. Better response quality: Improved comprehension and reasoning across long and complex queries Stronger reasoning execution: Improved ability to determine which plugin is best suited to answer a given question, leading to smarter selection, better argument filling, and higher task success rates.For more info, read our GPT 4.1 upgrade post in Moveworks Community. AI Assistant: Smart handoff for Channel Resolver New support for handoff through Channel Resolver is now available. Previously, when the Moveworks AI Assistant couldn't find relevant knowledge or helpful workflows via the Channel Resolver, it would simply add a "no resolution" emoji to the thread, requiring end users to wait for a Slack agent to manually assist.With this new enhancement, the AI Assistant can now initiate a smart handoff directly in a DM when no relevant information is found in the channel. This allows end users to immediately request additional help by either connecting with a live agent or filing a ticket (provided automatic ticketing is not enabled).Key Features:New configuration available in Moveworks setup at the channel level AI Assistant initiates DM handoff only when no relevant information is found and based on user signal for additional help Does not respond to messages from disabled domains Original thread remains marked with "no resolution" emoji and stays unresolved if user proceeds to file a ticket or contact a live agent For more details, read our Smart handoff for channel resolver post in community Agent Studio: New plugins available on the AI Agent Marketplace A total of 50 new installable plugins are now available in the Moveworks AI Agents Marketplace. Below is the summary of new plugins across different systems👇DocuSign (2 plugins) Look Up Status of an Envelope Send an Envelope Using a Template Salesforce (7 plugins) Look up Campaign Inside of an Account Look Up Customers across Opportunity Stages Look Up Customer SKU Information Look up Annual Recurring Revenue Approve / Reject Deal Discounts Monitor Account Risk Look Up Booking or Quote Failure Reason ServiceNow (4 plugins) Find Company p1 Outages Look up Computer Refresh Date Look up Cases Assigned to Me Request a New Badge Okta Find Standard Software SAP Success Factors (17 plugins) Look up Pending Time Off Approvals Look up Employee Hire Date Update Mobile Phone Number Look up Payroll Information Look up Timesheet Information Update Personal Email Look up Employee ID Look Up Employee Profile Details Look Up Direct Reports on PTO Look Up Open Jobs Add Personal Goals Look Up Personal Goals Look Up Your Time Off Balances Request Time Off Look Up Employee Hire Date Update Pronoun Look Up Job Offer Approval Status Workday (17 plugins) Look up Assigned Trainings Look up Stock Equity Grant Look up Personal Goals Look up Tax Elections Add Personal Goals Look up Employee ID Look up Start Date Look up Personal Employee Information Look up Bonuses Look up Team's Training Completion Look Up Company Holiday Schedule Update Employee Address Look Up Payslips Look Up your Total Compensation Look Up Time Off Requests Needing Approval Look up Team’s Performance Rating Look Up Tasks Assigned to Me PagerDuty View Summary Open Incidents Greenhouse Lookup Job Application

We're excited to announce that starting today (July 1, 2025) you will be able to fetch live web results using Quick GPT in your AI Assistant. This new capability in Quick GPT allows the Assistant to pull in web results with citations when answering questions that require up-to-date information. Think of it like Google’s AI Overview but embedded in the place where you find company info or take action at work.How it worksTo run a web search, simply add “gpt” at the start of your question and ask a question about the weather, current events, or the latest developments in an area of interest.  Web search is powered by a newly released OpenAI model that intelligently decides whether to rely on its built-in knowledge or supplement the response with content from the web. If running a web search, Quick GPT will use the OpenAI model to intelligently synthesize web content, prioritizing high-ranking webpages. Cross-check important details using citation links. Try it out for yourself!“GPT, what’s the weather like this week in Vancouver, BC?” “gpt, give me the top 5 news stories in construction this month” “Gpt, prepare a brief of today’s news from on the following stocks…” “Hey gpt, what are the top events or conferences for supply chain/logistics this year?”Enterprise-grade web search, without the costly spendMoveworks' enterprise controls provide a safer, managed search experience: All searches are covered by our zero day retention policy, so your inputs are never used to train models. Admins can also set additional parameters, work-appropriate filters, and topic exclusions if that’s helpful. With Quick GPT, Moveworks covers the cost of AI-driven web search. This can offload the costs of running your own GPT model where you’ll be charged for every API call or paying separately for ChatGPT.Note on availability: Are you in US, CA, EU, and AU regions and already a part of our Quick GPT Limited Preview? This feature will automatically turn on for you tomorrow. Web search in Quick GPT is not yet available for GovCloud customers or those who declined direct OpenAI use. See the help docs for details.→ Want Quick GPT in your AI Assistant? Talk to your account team or sign up for the Limited Preview.→  Read more in the launch blog

 Get the latest on the Moveworks 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 Assistant GPT 4o to GPT 4.1 model migration (June 9)Get smarter responses, better reasoning, and faster performance from your Moveworks AI Assistant. Live for US & EU customers only.  The Product team is working on timelines for Canada, Australia, and GovCloud Region customers. Since model availability depends on support from Azure OpenAI in each data center, we are still awaiting API availability dates for other data centers. See this post for details on benefits, availability, and FAQs. UX UpdatesRicher Chat Responses (ETA late June): New rich text formatting elements for improved readability and visual presentation of the AI Assistant's responses. Header, Bullets, Bold, Italics, Code, Code Blocks, New Lines, etc.  Reasoning Steps (ETA June/July): The Assistant’s reasoning steps will show more details around what systems are contributing to answers and how it was formed. The current experience of displaying high-level text about the search process will be improved by See this post for more granular details on these UX updates Enterprise Search Enterprise Search helps employees efficiently search for and access information from various, disjointed sources, all in one centralized surface. This helps employees to discover artifacts and insights faster, empowering them to stay focused on more strategic work. Enterprise Search is only available in our new web-based application. Now in Limited Preview for early customer access (Q2 2025)Submit your nomination form here. Our product team will review your submission and be in touch with next steps as we gradually expand access to customers. Target systems for the start of Limited Preview Sharepoint Online - Files and KBAs ServiceNow - Files and KBAs OneDrive - Files Confluence - KBAs (Spaces and pages) Slack Zendesk - KBAs Files include PDF, DOCX, PPTX, TXT Please reach out to your account team to learn more or ask questions. Or, check out articles in the Help Site documentation.  Agent Studio  Limited Preview The next cohort of Limited Preview will be opening up in the next week. Please ensure to submit your nomination form if you have not already.  AI Agent MarketplaceEvery week, our team is adding new installable plugins that you can add to your AI Assistant in as little as minutes. Check out the latest: June 6th: Plugins for Docusign, Salesforce, SAP SuccessFactors, Workday  June 16th: Plugins for Salesforce  If you’re interested in a specific installable template, be sure to “Request an AI agent” by filling in the form at the bottom of the AI Agent Marketplace page.  Structured Data Analyzer (June 2025) The Structured Data Analyzer is a powerful Code Interpreter that inspects the data returned by a plugin, generates a Python script to analyze the data, and summarizes the results for a user. Limited Preview access will be available in the next couple of weeks. Our product team will review your submission and be in touch with next steps as we roll out this feature.  Help us help youWe want to ensure we’re providing you with the answers you need in a timely way. When posting questions about Agent Studio, please follow this format to allow us to better support you.  Productivity Boost Productivity Boost is a collection of AI-powered features for the Assistant that help employees complete cognitively demanding, high-frequency tasks – like writing, analysis, and calendaring – with greater speed, focus, and quality.  Web search in Quick GPT (ETA June) Soon, you’ll be able to use Quick GPT to fetch live results like current news, insights, and competitor info from web pages. Whether you invoke GPT or use the backstop button, you’ll be able to reference more relevant, current answers from high ranking pages.Based on your question, Quick GPT will infer whether to search the web or not Answers will include citations that go straight to the source page Rollout details by regions are coming soon Content Integrations & Gateway Content Integrations: Now in Limited Preview for early customer access (Q2 2025)Submit your nomination here. Our product team will review your submission and be in touch with next steps. Here are the integrations that are available:  Sharepoint Online (KBA + Permissions) Confluence Cloud (KBA + Permissions) Confluence Data Center (KBA + Permissions) Unily (KBA + Permissions) Zendesk (KBA + Permissions) Dropbox (Files + Permissions) ServiceNow (Files + Permissions)   Content GatewayHTML ingestion support (ETA end of June) Permissions support (ETA for customer implementation in July)  Triage 2.0 Triage 2.0 architecture leverages your company's historical tickets to build an index using a fine-tuned embeddings model, and analyzes each newly created ticket against that index. By enabling Triage 2.0, you can offload the cost of catch-and-dispatch service desks while improving routing accuracy to accelerate resolution and run your service desk efficiently. If you’re an existing Triage customer, your CS team will reach out to you for setting this up. Regions supported: US, Canada, and EU only  GovCloud customers: Currently unavailable, stay tuned for future updates AI Assistant Analytics KB Insights upgrades ( ETA June 2025) Ability to drill down into select widgets Filter reports by conversation domain Take export of raw data behind a widget New semantic layer data Form and Ticket Insights upgrades (ETA July 2025) Ability to drill down into select widgets Filter reports by conversation domain Take export of raw data behind a widget New semantic layer data Access Software and User Insights upgrades (ETA July 2025) Ability to drill down into select widgets Filter reports by conversation domain Take export of raw data behind a widget New semantic layer data Interactions Table 2.0 (Now available)For info on the new interactions table, please read our latest product release notes on Moveworks Helpsite, and refer to the following post. Moveworks Setup Self-serve Troubleshooting Hub (1H 2025) Centralized in-product troubleshooting hub to help admins resolve issues. Planned updates for 1H 2025 include: Troubleshooting Hub: Centralized in-product troubleshooting guides with step-by-step guidance.Enhanced visibility: New observability metrics and more enhanced UXData ingestion and processing: Monitor the health and performance across different resources Connector validation: Validate credentials during connector creation or updates ML-tuning capabilities: Capabilities that allow admins to tune and improve the serving of plugins & resources to the users. A new homepage experience that provides visibility into skill configuration, active alerts, and more. Entity Catalog (Now available)For info on Entity Catalog, please read our latest product release notes on Moveworks Helpsite, and refer to the following post.Nominate your organization for the following Limited PreviewsEnterprise Search Brief Me Content Connectors Content Gateway Quick GPT 🚨Important Note Feature 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. 

AI Assistant Analytics: New Interactions TableThe new raw interactions table comes with enhanced data quality, new accessibility and extensibility features. Enhanced Data QualityWe have enhanced data quality of three important entities across MW analytics. Plugins, Domains & Topics. This is done via implementing a semantic data layer that translates raw data in conceptual formats for user to consume.The new semantic layer data provides us with new plugin statuses, that helps in understanding what happened in a conversation, was a user successful or end up filing a case. What are scenarios where your AI assistant falls short & scenarios where it’s performing great.👉 New Plugin Statuses introduced : Unsuccessful, Served, and Used plugins. Enhanced conversation domainsA single domain per conversation powered by new domain detection model that comes with better prediction and configurability.New Model: Moveworks is moving from offline, utterance-level domain prediction to an online model that attributes domains at the conversation level. Improved Accuracy: This shift significantly enhances domain coverage and precision, with expected coverage increasing up to ~85%. Customization: Customers can further improve domain prediction accuracy by adding positive trigger examples via Moveworks Setup.All interactions in the new raw interactions table will be tagged with a primary conversation domain, representing the overall domain of the entire conversation, which may include multiple interactions. All interactions within the same conversation share this domain. Enhanced conversation topicsWe now predict topics by considering the entire conversation.To enhance topic classification accuracy and overall coverage, we have started attributing topics at the conversation level. This approach boosts topic coverage to approximately 86%, with precision around 97% (based on manual annotation).We’ve also added 6 new topics to cover previously unpredicted scenarios:Greeting Live Agent Lookup - Other Software - Other Knowledge Query - OtherAdditionally, a new Conversation Topics column provides a comma-separated list of topics representing the entire conversation, rather than individual interactions. New filtering experienceThere are no longer any restrictions on filterable entities. With the new filtering feature, users can search through any data seamlessly. Whether a data column has 100 unique items or thousands, users can easily filter interactions to pinpoint the exact data point they need. Enhanced export limitUsers can now export the raw interactions data for upto 200K rows. A 10X increase from the existing limit.For more information on this feature, please read our help documentation on Raw Interactions Table. For global availability, read the Introducing new interactions table post in Moveworks Community. Moveworks Setup: New Features Entity CatalogMoveworks entities help AI assistant in detecting key elements of a user utterance (E.g. software apps, hardware devices, locations, events & more), thereby powering downstream skills like software provisioning, topics in EXI & Analytics, and more.Entity Catalog serves as the repository of custom entities within MW Setup. It is designed to empower admins to independently create and manage custom entities within Moveworks Setup.At the moment, we only support Software Entities within Entity Catalog. More entity types will be available in the future.👉 Login to Moveworks Setup → Entity Catalog → Create New Entity (or) Edit existing Entities.For more info, please read our help documentation on:Entity Catalog Overview Configuring Custom Entities within Moveworks Setup How to guide for Custom Entities within Moveworks SetupFor more details on the global availability, please read the Entity Catalog Release post in Moveworks Community. Identify Duplicate UsersTo improve user experience with the Moveworks bot, we have introduced a new feature within the Ingested Users screen in Moveworks Setup that identifies duplicate users in your organization.What are duplicate users?Duplicate users occur when key attributes such as Email Address, ITSM Identifier, or Chat Identifier are not unique across your source systems (e.g., ITSM, Chat, IDAM). This causes Moveworks to import conflicting user identities.Why is this important?Unique user attributes are essential for accurate user import and management. When duplicates exist, Moveworks cannot properly import these users, leading to inconsistent bot interactions and potential loss of access.How does it work?When Moveworks detects duplicate attributes, it halts the user import process until the duplicates are resolved, ensuring data integrity.How to fix duplicates? What if duplicates are not fixed?You can resolve duplicates by either deleting one of the conflicting user identities in your source system or filtering out the duplicate user within Moveworks. For detailed guidance on duplicate users filtering, please refer to our help documentation on How to filter out duplicate users in Moveworks Setup.If duplicates remain unresolved, Moveworks will not import identity information for users with conflicting attributes. This results in those users experiencing inconsistent bot behavior and eventually losing access. This feature enhances visibility into user identity issues and helps maintain a seamless experience with the Moveworks bot.For more details on the global availability, please read the Duplicate Users Release post in Moveworks Community. Form Fillability Issues in Imported Forms CSV DownloadsCSV downloads from Imported Forms now include detailed insights into form fillability issues, helping you troubleshoot and resolve errors more efficiently.👉 Login to Moveworks Setup → Ticketing → Forms → Imported Forms → CSV DownloadDetails Included:Type: Specifies whether the error is at the form level or the form field level Description: Provides a detailed explanation of the errorHow does this improve your experience?This optimizes the troubleshooting experience of fixing fillability issues by allowing bulk review of errors impacting form fillability – no longer need to click into each form individually to view them. This is especially valuable when managing a large volume of forms, saving time and reducing manual effort.For more information on the feature, please read our help documentation on Imported Forms. For more information on the global availability, please read the Form Fillability Issues in Imported Forms post in Moveworks Community. Control Roles and Permissions for Ecomms in Moveworks SetupTo streamline access to the Employee Communications tool within Moveworks, we have implemented a system that relies only on the Roles and Permissions that are granted to users.👉 Login to MW Setup → Roles and Permissions App, verify who has access to Employee Communications User and Employee Communications Admin roles and make any changes necessary.For more information on the global availability, please read the Simplifying access to Ecomms tool within Moveworks Setup post in Moveworks Community. Moveworks Setup: UX Changes Restructuring of AI Assistant Plugin Management ConfigsA new AI Assistant section has been added to the left navigation bar under Core Platform within MW Setup.The AI Assistant Plugin Management (formerly Copilot Plugin Management) has been relocated to AI Assistant → Plugin Management for centralized access, allowing admins to manage MW AI Assistant capabilities more efficiently.A new Conversation Settings configuration has been introduced under AI Assistant → Advanced Settings, enabling control over conversation history look-back for the AI Assistant.This restructuring consolidates all AI Assistant-related configurations in one place, improving navigation and usability within the Core Platform.For more info regarding Plugin Management, please read our help documentation on AI Assistant Plugin Controls. Changes in Slack Experience (Classic Customers Only) - RTF & Add Comments changesWhy was it built/what problem did it solve?When a user takes a screenshot of an error message, they want to immediately paste the image into the file a ticket flow (without the need to save the image / file).This is important for Slack customers in the classic version of the AI Assistant - Clicking on "File a ticket with RTF" or "adding a comment" will take them out to web instead of keeping the user in-modal. Domain Removal from Ingested Knowledge within MW SetupWe have deprecated the domain label previously attached to knowledge base (KB) articles ingested by Moveworks under Setup → Answers → Ingested Knowledge → Internal Knowledge, Files.Key reasons for this change:Moveworks predicts domain based on the user query, not the document’s historical domain label. Specifying a single domain during ingestion often caused inaccuracies, especially when content connectors ingest knowledge spanning multiple domains. Domain requirement has already been removed for file ingestion configurations; PDFs, Word documents, and PowerPoint files no longer carry domain labels.For more info about the UX Change, please read the Domain Removal from Ingested Knowledge post in Moveworks Community. Splitting of Internal Knowledge and FAQs into into different pagesInternal Knowledge and FAQs have been split into two separate pages within the Answers module for improved usability and clearer differentiation:Setup → Answers → Ingested Knowledge → Internal Knowledge Setup → Answers → Ingested Knowledge → FAQs (newly introduced page)There are no changes to the core functionality or behavior of these modules. Employee Experience Insights - Reducing Number of "Top Topics" in Issue Heat-MapThe number of top topics displayed in the third pane has been reduced from 100 to 20.This change has been implemented to reduce wait times and improve performance following the recent migration of EXI to a new database. The top 20 topics cover 80% of the issues, and customers can still access all topics via the "Download All" option. Employee Communications: New Feedback Mechanism New Feedback Mechanism within Employee CommunicationsThe new feedback mechanism in Employee Comms ensures capturing of all user feedback with 100% guarantee.The current mechanism of users sharing feedback in chat is fraught with the risk of AI assistant assuming the text to be a start of a new conversation.To mitigate this, when an user clicks on a button meant to capture feedback, we will display a follow up message with a "Submit Feedback" button which will open an in-chat modal within which users can type their feedback.

 AI Assistant: Automatic Conversation ClearingWhen chat history gets too long, it can confuse the LLM (large language model), leading to less accurate, less relevant, or slower responses. To tackle this, we're excited to introduce a new feature within our AI Assistant: Automatic Conversation Clearing!Conversations are automatically cleared every 24 hours ⏰ With our latest update, your chat history will now be automatically cleared every 24 hours. This means that any conversation older than a day will be removed from the chatbot's memory, ensuring that your interactions remain relevant and up-to-date. The most recent conversation topic will always stay in context. 🧠 Even if a conversation spans multiple days, the most recent conversation will continue to be included in the model’s context. This overrides the standard 24-hour lookback window. You can also clear the conversation history yourself 🗑 If you need to clear memory faster, simply tell your AI Assistant in your own words—it's smart and will understand commands like "reset chat," "clear context," "start over," "restart," or "refresh context". This user-initiated clearing will lead to a true blank stateWe've created an Employee Comms template you can use to spread the word here. AI Assistant: Revamped experience for References, Get Help, and FeedbackInteracting with our AI chatbot used to mean scrolling through a long, sometimes overwhelming page to find what you needed — whether it was citations, feedback, or support options. We’re making it much easier to navigate by breaking things into simple, clear sections.What’s New:Now, everything is just a click away with our new 3-tab experience: References: Instantly view the sources behind the bot’s response   Get Help: Quickly file a support ticket — or, for some customers, connect directly with a live agent.   👍 👎 Feedback: Easily submit in-app feedback with a thumbs up or down. 👉Note: This is just a visual update — the AI Assistant behavior and responses aren't changing. The entry point for this experience also does not change. Depending on which entry point you select (ex. Thumbs up/ Thumbs down) you’ll be automatically navigated to the right tab (ex. “Feedback” tab). AI Assistant: Additional Smart Handoff EnhancementsWe rolled out two updates that will improve the Smart Handoff experience — making it more customizable and less disruptive for your employees.Customize the “Get Help” Link Label 📝You’ll now be able to rename the “Get Help” link to better match your company terminology. Prefer “File Ticket”, “Live Chat” or “File ticket/Live chat”? Go for it — it’s all up to you. We’ll share configuration details soon.No Redundant “Get Help” Links 🖇We’ve improved the logic behind when the “Get Help” (or your custom label) link appears. If a user is already confirming they want to file a ticket or chat with a live agent, there’s no need to show the link again — so we don’t.👉Note: If you’ve customized the label from “Get Help” to something like “File a Ticket,” “Live Chat,” or “Need Support,” the same logic applies: the link will be hidden in situations where it would be redundant. AI Assistant: Update needed for Microsoft Teams customerEarlier this year we encountered an issue with Microsoft Teams that caused problems for all our Microsoft Teams customers. We’ve been partnering closely with Microsoft Teams about this issue and they recently rolled out an update that would fix the problem.Unfortunately the solution requires that all of your employees to update their Moveworks AI Assistant application. We’ve been informed by Microsoft Teams that this update has now been rolled out to all of our customers. Below is a screenshot showing a banner with an “Update” button that will appear for all your employees within your assistant application.We understand this is not ideal and apologize for any issues that have been caused due to this update. What was the issue?Microsoft Teams rolled out an update in February 2025 that caused issues with the attachment button within our Moveworks AI Assistant application. Customers started reporting that the following issues with the attachment button within their assistant:Users were not able to see the “Attach file” button. Users would notice that the “Attach file” button would appear and then disappear.  Brief Me: Instant File DeletionNow when your employees are using Brief Me, any files that are uploaded with your AI Assistant are automatically deleted across all of our backend services within 24 hours.Within the experience you’ll notice these updates: When your employees exit Brief Me, any uploaded files within their session will automatically be deleted. Users will see an updated message about this. If your employees forget to exit Brief Me and it’s been more than 24 hours since they’ve uploaded a file(s), they won't be able to continue using those files for their Brief Me session and will need to re upload new files.  Moveworks Setup: Smart DSL Builder & EvaluatorDSL Builder and Evaluator is a feature designed to simplify the creation, modification, and testing of DSL rules across the Moveworks Setup.What's new? A sufficiently trained admin/user can now configure DSL rules across Setup, we now provide attribute suggestions in each DSL rule so users are clear on what rules or contexts can be supported in that field.📍 Users can now test their DSL rule real time in contexts of User, Tickets, Resource, Approvals etc. 🚀 Users no longer need to rely heavily on CSE, Support or documentation for authoring DSL Rules, as the autocomplete feature now provides what the probable rule would be depending on the attribute selected. Please refer to the following ressources to start using this feature:DSL Builder and Validator DSL Rules across Setup Plugins Custom Attributes in Moveworks (Used heavily in DSL rules) Moveworks Setup: Lots of new configurations available New Workday Configs Enable WQL checkbox and Report URL for Approvals config are now available under Setup → Connectors → Built-in connectors → Workday System Connector Enable WQL - Checking this Box will allow Moveworks Identity Ingestion configuration to leverage WQL (if defined) Report URL for Approvals config - This config can be used to add the URL of the report which will be polled from Workday to process approvals New JIRA Service Desk Configs JIRA Cloud Identity App Secret and Upload Attachments as Activityare not available under Setup → Connectors → System Connectors → Jira Service Desk. JIRA Cloud Identity App Secret - this is the client secret key used to sign the JWT token sent for authentication with the JIRA Cloud Identity App Upload Attachments as Activity - Checkbox used to allow attachments for tickets (attachments will be considered as ticket activities). GDPR Mode configuration in JIRA is now automatically enabled for Cloud and disabled for JIRA On-Prem. This is no longer a toggle but a fixed setting based on the deployment type. Hide Default Agent Imageis now available under Snow Handoff Config in Setup → Handoff → Live Agent Handoff → Agent Broker Handoff configuration. Hide Default Agent Image - This checkbox enables or disables the default agent image icon displayed in messages during live message brokering. Dedicated page for Bot Access added under User Identity A dedicated Bot Access page has now been introduced under Setup → User Identity, allowing users to configure the Bot Access Rule. This was previously located under User Identity → Advanced Settings → Plugin Settings. Respect Geocode configuration moved under Ticketing The Respect user geocode when resolving weekend hours configuration has now been moved to Ticketing → Concierge Settings → Notification Settings, since it is a notification setting rather than a bot setting. NAT Gatewayis now available in the GovCloud environment under Setup → Tenant Settings → General Information → Network details Section. The NAT Gateway section lists the Static IPs that identify requests originating from Moveworks core platforms & services. For more information on IP Address allowlisting, please read our Network Allowlisting documentation.  Moveworks Setup: Data Retention changes in Moveworks Setup Audit LogsAs we move to a new infrastructure, the config and permission logs data before March 11th 2024 will no longer be available under MW Setup → Audit → Configuration Logs, Permission Logs👉Note our data retention period remains 60 days. The first full retention cycle will end on May 11th, after which data will be retained on a rolling basis.

 Creator Studio: New Actions Actions: Delay Configuration (i.e. Sleep)We’re excited to share that you can now delay the execution of actions! For developers building with APIs that have asynchronous behavior (e.g. a “start job” endpoint and a “get job results” endpoint), you’ll be able to “sleep” the action for a period of time. Key features includeDelayed Execution - Delay the execution of your action Multiple Units of Time - Support for milliseconds, seconds, minutes, hours, & days Dynamic Sleep Periods - You can vary the sleep period based on your compound action’s data. (e.g. if your “start job” endpoint returns an estimated processing time, you can sleep for that duration).For more details, please see our Compound Action Reference in Creator Studio docs, or check out an example for a reminder plugin below: Compound ActionYAML action: output_key: send_plaintext_chat_notification_result action_name: mw.send_plaintext_chat_notification delay_config: seconds: data.delay_in_seconds input_args: message: data.message user_record_id: data.recipient.record_id  Input Arguments Chat Experience AI Assistant: Ticket Interception⚠️ Ticket interception is a legacy plugin for the Moveworks AI AssistantWhen a user files a ticket through the self-service portal or via email, the assistant can intercept these tickets and reach out in-chat with a solution it is confident can solve their issue. It leaves a comment on the ticket describing its proposed solution. If the assistant is able to fully resolve the user’s issue, users can give acknowledgement in-chat by responding to the reach out. Then, it will mark the ticket as resolved. If the offered solution does not solve the user's issue, they can indicate that in chat and the assistant will leave a comment on the ticket, and leave it open for an agent to address.❗Important - This feature is only available to customers who had previously enabled Ticket Interception in Moveworks Classic. For more information, please contact your account team.For more details, please read more in our Ticket Interception in Moveworks Classic docs! Moveworks Setup: UX Changes Dedicated Bot Access Rule PageA dedicated Bot Access page has now been introduced under Setup → User Identity, allowing users to configure the Bot Access Rule. This change was made to enhance the experience of configuring bot access rule in Moveworks Setup since it is a crucial configuration.This was previously located under User Identity → Advanced Settings → Plugin Settings.To learn more about the bot access rule, please see our Bot Access Rule in User Identity Plugin docs! Page Performance EnhancementsThe Copilot Plugin Management page under Setup contains a large number of DSL Editors, which was causing performance issues, including slow loading times and frequent browser session crashes.To improve usability, configurations have now been grouped and in-page sections have been introduced, resulting in significantly faster load times and better responsiveness.UX Change with In-Page sections and grouped configs

Creator Studio: Agentic Automation EngineWe’re excited to share that all customers now have access to the Agentic Automation Engine in Creator Studio! Our new engine is purpose-built to bring powerful AI agents to life — fast. It interprets natural language, can plan actions, and help you execute complex tasks, enabling you to create AI agents that can transform the way teams work across your organization.For more details on what the Agentic Automation Engine is capable of check out these resources:Agentic Automation Engine Product FAQ — Includes what is currently supported & what current limitations are Unlocking More Powerful AI Agents Blog — Breaks down 5 use cases built with Agentic Automation EngineHow do I access this new workspace in Creator Studio?Log in to https://my.moveworks.com/ Click on the “Creator Studio” tile Click on the “Plugins” tab - this is your UI to build on the Agentic Automation Engine!Do I need to do anything to get this enabled?No, the Plugins tab will appear in your Creator Studio app automatically.I’m still on Moveworks classic experience, can I still build?Any plugins built will not trigger in the Moveworks classic experience. Plugins only operate in the next-gen copilot.We recommend reaching out to your success team & upgrading to the next-gen copilot in order to start building & using plugins.How can I get started? Roll up your sleeves and try it out Follow our quickstart guide to build your first plugin. No API docs, no logins, no credentials required. Need inspiration? Check out our Plugin Library to discover AI agents complete with guides and videos that you can build across your business workflows, or head over to Moveworks Academy to enroll in our Agentic Automation Engine course. What else should I know?To accelerate your AI agent development, our Professional Services team offers hands-on training for key enterprise systems through a program called Activate — sign up or let your Success Manager know you’re interested.

 Copilot: Citations for Software, Access DL, and Access Account pluginsWe’re thrilled to announce that you can now verify entities mentioned by action plugins (e.g. Software, Add to Distribution List, Unlock Account plugins) directly on the citations page. Just as you can validate sources from knowledge searches, this feature is now extended to action plugins. Review details about distribution lists, software, and identity systems before taking action, ensuring full confidence that Copilot will execute the right tasks seamlessly. See below for some examples.Adding someone to the distribution listSometimes, there might be multiple possible options that matches your request. If you want to see more details and be sure about the distribution list to pick, click on the citations and view the description, security policy, and group type.Request access to a softwareGet more details about the requested software, including the approver, the roles available, etc.Unlock an account Copilot: Improvements in self-service messages for Reset Password, Change Password, Reset MFA, and Unlock Account pluginsAs you may recall, you can configure instructions and self-service messages for the Reset Password, Password Expiry, Unlock Account, and Reset MFA plugins. This allows the Moveworks Copilot to provide users with self-service messages or links to relevant portals, rather than directly executing actions on external systems.We’ve improved the performance of self-service messages in triggering consistency, summarization, as well as analytics tracking. What changes in the experience?For end users, the experience remains largely unchanged. They will continue to see the same self-service messages, but with improved reliability in triggering and summarization.For admins, you will see changes in the analytics. With the update, all self-service messages will be tagged with their corresponding native plugins. For example, if user asks to reset their password and you’ve configured a self-service message, you will see that interaction being logged with a reset password plugin call. What are the benefits of this update?More deterministic triggering: Users can expect to receive an answer more reliably. Minimal summarization: Self-service messages will undergo minimal summarization to maintain their original text and formatting. Furthermore, these messages will not be combined with other relevant resources, guaranteeing the priority of the message. More accurate analytics tracking: Earlier, admins might have noticed that user requests for Access Account plugins - e.g. Password reset - were incorrectly categorized as the Knowledge plugin in the Copilot Insights dashboard, causing confusion due to the misalignment between user intent and the Copilot action. Now, these requests are correctly categorized under the respective Access Account plugin for greater clarity. Can I customize the self-service messages?Self-service messages configuration are not yet available in Moveworks Setup yet. We plan to make them available for admins in Moveworks set up in the coming months. Brief Me: Product Enhancements Brief Me is now available on Google Chat providing all the same functionality as on Teams & Slack. Data Deletion reduced from 7 days to 24 hrs. What’s included? Deletion of the raw file, extracted snippets from the file, and meta data (file title, description, size, & number of snippets) from several internal databases after 24 hours. This is done across all Data Centers. What’s not included? Information in Moveworks logs for Copilot Analytics, including user utterances, Copilot responses, and file names during Brief Me mode. Read more about Brief Me’s security overview here. Added a error handling message for non-supported files. Moveworks provides a clear error message in the case that a user uploads unsupported files. Added backstop button if no resources are retrieved. If unable to retrieve any snippets to answer the question, Moveworks will show a backstop message and include the button Exit this mode. Improved the processing of slides / PPT for more accurate insights. This incredible enhancement aims to better analyze complex slides that include multiple columns / diverse layouts, tables, and indented bullets & lists, to name a few elements.  Moveworks Setup: additional User Attributes in Ingested UsersYou can now view and download additional user attributes such as full name, role, manager email, and more in Ingested Users within Moveworks Setup.How to view user attribute list in Ingest Users?Log in to Moveworks Setup Navigate to User Identity > Ingested User Scroll to find "All Users", and Click on it View the user attribute list with additional user attributesTo download the user attribute list in CSV format, Click on the download button below in All Users widget. Moveworks Setup: Custom Domains configurabilityMoveworks now allows customers to configure multiple custom domains, each with unique handoff instructions.There is a limit of 7 total domains, which could be a mix of out-of-the-box or custom domains. This limit exists because the handoff UI is limited to reduce the options for employees to select the handoff destination. For example, a list of 25 domains for an employee would be overwhelming and not useful in the product.For details on how to configure a custom domain, read here. Creator Studio: Purple Chat V2Developers have built a TON of example chats with our Purple Chat Builder (over 10,000 mocks!). We’re excited to keep the energy flowing with Purple Chat V2!Tired of building it by hand? Just ask. That’s right – GenAI Purple Chat is here! Simply prompt to create or edit. The prompt is designed to emulate the Moveworks Copilot’s typical behavior with confirmations, entity resolution, etc. Messages out of order? Stop copy & pasting your JSON around. Drag. Drop. Done. Need a custom bot name / avatar? Just change it to your own image (or steal from the case study site). Sick of ugly API call annotations? Me too. Introducing the apiBlock component. Your Connector Image. Your Method. Your Body. In an IDE you’ll LOVE. Can’t figure out the JSON? Every SINGLE part of the new PC mocks is editable in low code. Just click on it! Message parts can be “dragged and dropped” within a conversation turn also. Just reorder the table. We’re on Copilot now! Does your PC link look like it’s from 2024? Open that bad boy up in the legacy editor and migrate to Copilot in a click! You’ve got everything from reasoningSteps to citations to the feedback tray at your disposal. Giant purple chat links not loading? Browser security making your 13 turn mock-up impossible to share with a customer / prospect? Never fear, you can now create shareable short-links! (Just don’t put sensitive data in short links)Go play with it NOW! (aka.mw/purple-chat). UX Change: Changing Bot Disclaimer text color and Close ButtonThe bot disclaimer text was previously using the secondary color set in M4W Customization -> It will now be either white or black depending on the contrast to the Response Card background (also set in M4W Customization) The close button was previously always white -> It will now be either white or black depending on the contrast to the button primary color.See the screenshots below for examples of light vs dark contrast and the before and after in each case.

We’re rolling out a set of experience updates to our Moveworks AI Assistant which are designed to make every employee interaction feel clearer, faster, and easier to act on. These updates are grounded in feedback we’ve heard from you and your employees. They aim to remove friction, build trust, and meet the high usability bar your organizations expect from a best-in-class AI Assistant.Over the next few months, you’ll see the following UX enhancements that improve how the Assistant communicates, presents information, and guides employees through tasks. You don’t need to take any action—your Assistant will automatically have each improvement as it becomes available. These updates will be go live in phases, starting this month:🧠 Smarter, Clearer ResponsesTimeline: Available to all Slack & Microsoft Teams customers June 30, 2025We’re updating how the AI Assistant formats its messages to make them easier to read. Instead of dense blocks of plain text, responses will soon include structure like section headers, bullet points, code lines, code blocks, and bolded key details. These improvements make it easier for employees to scan information quickly, understand what matters, and act with confidence.Before / After Example:Headers will make easier for employees to read responsesBullets also help format responses🔍 More Transparent Reasoning StepsTimeline: Incremental updates rolling out June through July 2025 to all customers on Slack and Microsoft Teams Employees will now see which systems the Assistant is searching in (ex. Confluence, ServiceNow, or SharePoint) and what steps it’s taking to generate a response. You’ll also see improved copy and wording in these progress messages, with additional visual polish coming soon.What’s changing:Transparent knowledge sources, instead of seeing “Searching knowledge base” now you’ll see system names “Searching across Confluence, Jira, Notion + 5 more”. Assistant will continue to only search through the system a user has access to.!--> A visual design refresh is also underway, so these progress updates are easier to scan and take up less space.Additional improvements will roll out incrementally over the next few months so stay tunned for additional updates in this area.Before:After: ⚡ Shorter Progress UpdatesTimeline: Available to all Slack & Microsoft Teams customers by July 2025!-->We’re simplifying how the AI Assistant communicates progress during backend tasks like ticket creation, DL additions, password resets, or from one of your custom plugins.Today, the Assistant sends multiple progress updates when processing back-end tasks like ticket filing or password resets. These messages can clutter the conversation and distract from the outcome. We’re changing that by showing fewer, more concise updates—while still keeping employees informed. Below is a screenshot showing the immediate update we will make (shorter descriptions). This is a UX area where we will continue to make additional improvements on so stay tuned for more updates. Before / After Example:In this scenario, a user (Emily) is being added to a distribution list. Given this is a real example from our M8 AI Assistant, we’ve blurred out sensitive data such as Emily’s email and the DL she’s being added to.