Hello Moveworks Community!
We are extending the use case of the parent interaction ID field in the interactions tables to provide more comprehensive user journey tracking.
Background
The parent interaction ID is an attribute available in the interactions table that links related interactions together. Previously, this field was only populated for AI Assistant responses. With this enhancement, it will now also be populated for user follow-up actions such as button clicks, link clicks, and UI form submissions.
What’s changed
The parent interaction ID field has been extended beyond AI Assistant responses to now include user-initiated actions. This means that when users interact with elements like buttons, links, or forms presented by the AI Assistant, these actions will now carry the parent interaction ID of the originating AI Assistant message.
Key benefits
This enhancement enables precise tracking of user engagement by connecting user actions directly to their triggering AI Assistant messages. You can now identify exactly which AI Assistant response led a user to access a link, create a support ticket, escalate to a live agent, or interact with buttons and forms.
Note
Please note that the interactions entity does not include notification-type messages such as CSAT surveys, Concierge notifications, or Approval messages sent by the AI Assistant. However, any subsequent user actions triggered by these notifications are captured in the interactions table with their corresponding parent interaction IDs. This may result in parent interaction IDs that reference messages not found within the interactions table itself. This limitation will be resolved once the notification entity is added to the Data API suite.
This enhancement is now live and automatically available in your interactions API data with no additional configuration required.