Stakeholder Tools (EXI, MW Setup, KS, & Analytics)

Hello Moveworks Admins,We're excited to announce that User Geocodes will be available in the Imported Users screen on 7th January 2026. This new feature provides visibility into user location data, making it easier to troubleshoot location-based answers not getting served and validate identity configuration. 🌏 What are Geocodes?Geocodes are structured location coordinates extracted from location-related fields (city, state, country, zip code) in your identity source during user ingestion. This allows Moveworks to know “where this user is”, which is then used in search and personalization—for example, boosting KB documents that match the user’s region when the user asks a generic question like “what are my benefits?”Read more about Geocodes in User Identity.

 Hey team, we are set to roll out an update on KB gaps widgetTo improve the quality of Knowledge Gaps, new logic will only count interactions as KB gaps when Knowledge/Enterprise Search is considered and no other plugin is used (excluding Smart Handoff).With this update, Total interactions metric within each Topic will drop. Overall total interactions across all Topics will reduce by ~20-30%. This is expected, since the widget will now contain more refined KB gaps that customers can rely upon.

 Hey Team , User ID and Email will be added to the new Interactions table starting Wednesday, Jan 28th'2026. (3 weeks from now). This means that anyone with access to the new Interactions table will be able to see User ID and Email associated with each interaction.Since the legacy data-masking behaviour will not carry over, your governance controls will now come from our new Custom Views framework. Below are some important links for you to get familiar with the new governance framework.Academy video Governance best practices

Data API throwing “API not found” errors for multiple Gov endpoints:https://api.moveworksgov.ai/export/v1beta2/records/interactions  https://api.moveworksgov.ai/export/v1beta1/records/interactions https://api.moveworksgov.ai/export/v1/records/interactions { "error": { "code": "NOT_FOUND", "message": "API not found" }}OAuth 2.0 token is working as expected (works with other APIs endpoints such as Events (previously) and Webhooks)This also fails from Data API tool: 

Hello Moveworks Community,We’re excited to share an update on the timeline for the new improvements to our SIEM logs pipeline, designed to be more streamlined, secure, and structured.The new log pipeline is available now for self-service. Please refer to this help documentation to learn more about the enhancements, the new log structure, and any updates required for custom workflows that extract data from SFTP to your data store. Please start migrating your workflows to follow the new log structure.The current SIEM log export will remain available un

Hey everyone,We're thrilled to announce a significant enhancement to how we track feedback telemetry in your analytics dashboard.We heard from many of you that the feedback counts in your dashboards were low. You told us this made it challenging to get a full picture of employee sentiment, potentially causing you to miss key opportunities for improvement. What's Changing?To give you a truer and more immediate signal, we are upgrading our feedback tracking. Previously: We counted feedback after a user clicked thumbs up/down and submitted the follow-up form. Now: We are capturing every single thumbs-up and thumbs-down click as a feedback event. This change ensures that even the quickest, most immediate reactions from your employees are counted, giving you a much richer dataset to work with. The Impact

Hi, I am encountering API Not found Error while accessing DATA API to extract Interaction Data from Moveworks.  I have passed the Token after authenticating as mentioned in the help doc. Please guide me

Hey everyone, I have a question for the group that I’m hoping someone may have experience with. We’re planning a governance overhaul this coming year, which will likely include implementing an identity governance (IG) system such as Okta OIG, Lumos, or Zluri IG. Has anyone successfully done this or currently have a setup where Moveworks integrates with an IG platform? Our current plan is to keep Moveworks as the entry point for all software access requests, but then hand off the backend processing and approval workflow to OIG (or whichever IG tool we adopt). Okta and similar platforms offer more advanced capabilities—like time-based access and improved audit controls—which we need for compliance, upcoming security certifications, and more robust user access reporting. If anyone has insights, lessons learned, or is open to sharing how they approached this, we’d love to connect!

I’m the Sr. Technical Content Writer on my team and was hoping to use Knowledge Studio to help identify knowledge gaps so that I could proactively update and create new material. However, I’m not finding the suggestions helpful at all. When I open the suggestions, I make sure to open every associated ticket. If present, I also open the referenced existing documentation. I then recreate the prompts in the bot and every single time I’ve received a perfect answer. Knowledge Studio doesn’t seem to be finding any real gaps. Additionally, the text it suggests is often completely unusable. Most of the time, the suggested content says to refer to existing documentation. 😐 EXI has been proven more useful, specifically in APPAS AND SERVICES DETAIL  > Generate Insights. I wish the two tools could actually be combined. 

🎉 Triage 2.0 is now General Available (GA), available in Moveworks Setup What is Triage?For issues that cannot be resolved instantly, Moveworks Triage can categorize and route these tickets to ensure that they reach the service desk team best equipped to resolve the issue. Triage intercepts newly created tickets that passes a filter, configured by the customer. Then, Triage will attempt to classify the configured ticket fields, e.g. such as assignment group, category, subcategory, cmdb_ci, etc by retrieving the top 10 most similar tickets and select the most common field value (assignment group = WW Manufacturing). If the prediction confidence level passes the threshold, Triage will automatically update the ticket - all within 1 minute of the ticket being created. What changed from Triage 1.0?Triage 2.0 is a dramatic improvement from its predecessor (Triage 1.0) as its architecture is

I’m working on a use case to ingest a Google Drive that requires profile boosting. I see in this documentation clear guidelines for how to label and thereby boost geographic specific information based on user profile location.  Does this hold true for both MIME types of content, articles and files? Context for what an article vs file is taken from this documentation:Knowledge Base Articles (KBA): HTML-content such as .aspx pages & .md/.mdx (markdown) Files: Such as .pdf, .ppt, .doc, & .txt 

Strengthen your data governance with custom viewsToday, we’re introducing a new way to manage who can see what inside your analytics app. This release combines enhanced RBAC controls with flexible, customisable views—giving super admins more control over sensitive data and enabling teams to share only the insights that matter to the right stakeholders. 🔐 Govern Sensitive Interactions With the Interactions Viewer RoleUser–bot conversations can include sensitive information. Previously, anyone with Bot Analytics Admin or Bot Analytics User roles could see all interactions with full PII.With this release, super admins now have a dedicated way to govern that access through a new role: Interactions Viewer.Only users given this role by a super admin can view the full interactions table—including user prompts, bot responses, email, ID, and citation details, etc. This ensures that organisat

Hello Moveworks Community! 🚀 We have updated our Interactions API to now include free-text user comments from CSAT campaigns. This gives you direct visibility into the exact feedback and sentiment your end users are sharing. How to retrieve this data:  You can capture the user's specific feedback in detail.content field.To filter for these specific events, look for: Interaction Type: INTERACTION_TYPE_UIFORM_SUBMISSION Label: mw_form Detail Field: "CSAT Feedback"  

I’m wondering if any other customers are awaiting their November 2025 Knowledge Studio recommendations. Our recommendations are typically received by the 3rd of each month and as of 11/14/2025 they have not been received. I’ve been unable to confirm if this is specific to our account or KS as a whole through support. Please Help!

hey all, i have an Event notification setup that i have a need to pull some log data out of for the last 2 months of the Event plugin running. i’ve looked in the Analytics modules though, and it says my Events have no data to report for the timeframe…i also checked the Logs module and tried to do some filtering but also came up empty handed :/ my use case is essentially: there is a job that runs in our ITSM and at the end of it sends a payload to the Event endpoint to deliver to a recipient(s), i need to retrieve all the recipients that the message has been delivered to over the last two months.i noted these below two community posts from a few months ago and it seems like it’s known that this capability isn’t supported currently, but i wanted to triple check and confirm there wasn’t another workaround to accomplish my goalt

Notifications API is listed as part of the future roadmap for Data API here. I am looking for insights into AI Assistant notifications such as Concierge and CSAT. When will this be supported?

I noticed that in the user attribute documentation there is a list of default values that can be mapped like first name, last name and so on. When i look at a user profile or the user lookup settings there are additional attributes that are not mapped and show empty on the profile like (Preferred Name, seat name, seat link, etc.).  I created a custom attribute for seat name and it populated as a second attribute called seat name so in the user profile now I have seat name filled as a custom and seat name empty separately. Are these able to be mapped without creating a custom attribute? 

Is there anyway we can ADD my Custom Domains to Knowledge Config?Right now, my only options are to keep adding OTHER or using the pre-determined domains. Why not add the custom domains to help the Assistant further segregate the knowledge?It will also help me tremendously with my raw data, which now it's just bucketing everything in OTHER.   

We are using Content Publishing - Rich content editor to create dynamic topic pages “microsites” within the Employee Portal. An example, is a global wellness benefits microsite, which links out to other country microsites and KBAs.It looks like Moveworks bot does not ingest content within these dynamic topic pages which seems to be stored within the content library [sn_cd_content_base] and [sn_cd_content_portal]. Has anybody found a workaround for ingesting this type of content into the bot? Rich content is displayed as Pages within the employee portal. 

Our team is looking to get some metrics for Daily Users and Direct source of ticket opening. I see the Data API only has a route to pull interactions. Is there another way to get that data? Or is the recommended way to pull the interactions and then count how many there are?

We are pleased to announce that the new Interactions Viewer role is now available under RBAC.  This role ensures secure and streamlined access to interaction-related data across all web-based data products.🔍 About the Interactions Viewer RoleUsers with the Interactions Viewer role will have access to the following products:Interactions Table Feedback Table Channel Resolver InteractionsAdditionally, they shall be able to drill down into widgets , ie, click to view interactions in Plugin insights.🔐 Access ManagementAll users who currently have access to any of the products listed above have automatically been assigned the Interactions Viewer role.Super Admins can add or revoke this role for users as needed. We recommend that Su

Hello Moveworks Admins,We’re excited to announce that enhanced On-Premise Agent screen will be available in Moveworks Setup on 11th November 2025. These new features provide comprehensive visibility and control over your deployed agents, making agent management easier and more effective.🌟 Key BenefitsMonitor agent health and status: Track whether your agents are successfully connecting and serving requests from the Moveworks platform Streamlined agent lifecycle management: Create, upgrade, and stop agents directly from the Moveworks Setup UI Troubleshoot connectivity issues: Identify and resolve agent health problems with detailed status monitoring Centralized operations logging: Track all create, upgrade, and stop operations with comprehensive audit trails Simplified deployment: Generate secure org

We are about to introduce a new role in Analytics called the Interactions Viewer. This role ensures secure and streamlined access to interaction-related data across all web-based data products.🔍 About the Interactions Viewer RoleUsers with the Interactions Viewer role will have access to the following products:Interactions Table Feedback Table Channel Resolver InteractionsAdditionally, they shall be able to drill down into widgets , ie, click to view interactions in Plugin insights.🔐 Access ManagementAll users who currently have access to any of the products listed above have automatically been assigned the Interactions Viewer role.Super Admins can add or revoke this role for users as needed. We recomme