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

Hey team, Edit custom views functionality is now available to all. You can now, edit permissions, change and delete views.   

🚀 A New Ticketing Configuration Experience Is HereWe’re excited to introduce a new, simplified ticketing configuration journey in Moveworks Setup — designed to make your setup experience faster, clearer, and more intuitive.If you manage ticketing configurations, this update is built specifically for you. What’s Changing?You’ll now see a unified, guided wizard that brings all required ticketing configurations into one streamlined flow. Instead of navigating multiple modules, you can configure everything in a single experience.Here’s what you can expect:✅ One consolidated setup flow covering all required ticketing configurations✅ System-specific language and smart defaults for: ServiceNow Jira Fresh-service Zendesk ✅ Built-in defaults — even if you’re running 2 or 3 ticketing systems

We’re introducing Ticket Viewer, the first troubleshooting tool available in Moveworks Setup. Ticket Viewer helps admins and implementation partners debug ticketing workflows faster by letting you look up a ticket and review the data Moveworks is using for ticket processing.What you can do with Ticket ViewerUse Ticket Viewer to troubleshoot common scenarios like: Confirm the latest ticket status to ensure state mappings are working as expected Verify the “requested for” user to ensure notifications go to the right person Review work notes or comment logs to determine whether a customer-facing comment was added by an agent through activity logs Identify the internal destination mapped to a specific ticket Review user details (such as user tags) to determine whether any DSL rules affect the ticket workflow

Hi everyone,We’re rolling out a small upgrade that improves how approval conversations are reflected in reporting. What’s improvedYou may now see multiple users associated with the same conversation when approvals are involved. This means that for same conversation ID,  you might see different user IDs.  This gives a more complete and accurate view of who actually participated. Why this is betterIn approvals, there are usually two key participants: the person who requests the approval (requestor) the person who approves it (approver) Since both people take actions in the same conversation, showing both users’ interactions under that shared conversation provides a clearer picture of what happened. If you have any questions, feel free to reply here. Thanks! 

Hi Moveworks Community,We have 44 external knowledge entities enabled (Zoom, Adobe, Slack, etc.) and I'm trying to understand how often our bot is citing external vendor documentation vs. our internal Corning content.What I've tried:Looking at the "Content items cited by AI Assistant" widget in Knowledge InsightsThe challenge: The content item names in the dashboard don't clearly indicate if they're from internal SharePoint sources or external vendor sites. URLs aren't easily visible in the widget view.What I need:Is there a filter or report that shows "Internal vs. External" content breakdown? Or a way to easily identify which content items are external sources vs. internal? How can I calculate the percentage: X% internal citations, Y% external citations?Is there a simpler way to track this in the analytics platform?Thanks!

Hi Moveworks Admins,We’re rolling out an enhanced Role-Based Access Control (RBAC) model for E-Comms for our US, EU, AU and CA customers. This update introduces a more granular role structure that clearly separates access, publishing and user management, making E-Comms permissions simpler to manage and more scalable as usage grows. Support for GovCloud is coming soon.Previous E-Comms Permission ModelPreviously, E-Comms used two roles, along with a separate publishing control:Employee Communications AdminFull access to E-Comms Can view, edit and delete campaigns Can manage user access (add/remove users, update roles)Employee Communications UserCan access E-Comms Can view and edit campaignsHow Publishing Worked PreviouslyPublishing was controlled by an ad

Hello Moveworks Community 👋We’re excited to announce an enhancement to interaction tracking for live agent connection and ticketing flows in the Data API. What’s new?We’ve extended “parent_interaction_id” support to mw_form interactions. These forms are in-bot forms used for actions such as: Creating a ticket Connecting to a live agent etc  With this update, you can now trace the full user journey—from the initial AI Assistant interaction to the form submission that leads to a live agent or ticket creation.AvailabilityThis enhancement will be available on a going-forward basis starting January 30th 2026.Interactions created before this date will not include “parent_interaction_id” for mw_form interactions.Why this mattersThis unlocks: Better end-to-end interaction visibility Clearer attrib

Hello Moveworks Admins,We're excited to announce that Ticket Backpolling for Knowledge Studio is now live in Moveworks Setup. This features allows customer admins to run Knowledge Studio ticketing backpolling directly from Moveworks Setup. 💡What is Knowledge Studio ticket backpolling?Knowledge Studio ticket backpolling imports your organizations’ historical IT tickets from ITSM systems like ServiceNow or Jira over a specified time period. During backpolling, Moveworks:Retrieves historical tickets from ITSM systems Processes and standardizes the ticket data Makes this historical data available to Knowledge Studio for pattern analysis and article recommendationsNote: By default, backpolling covers the past 6 months of ticket history to provide Knowledge Studio with a comprehensive dataset.🌟 How to run ticket backpolling for KS?

Hi Moveworks Community,We are seeking guidance on how other teams are triaging and conducting quality assurance to ensure agents are providing accurate answers.We have a slightly unique use case. Our primary customer is our sales team, and users are connecting with a number of sales support teams (today 3 teams, eventually over 20 teams). The out of the box conversation tagging results in a significant portion of conversations being tagged as 'Other' which leads to a manual review. Current State: We read through every conversation, tag the Conversation ID and topic in a Google Sheet, then loop in the owners of the Knowledge Article docs to review and validate the answer from our agent is accurate. Ideal Future State:

Hello Moveworks Admins,We're excited to announce that Upload AI Assistant Avatar feature will be available in the Moveworks Setup on 23rd January 2026. 🎨 What's New?You can now upload a custom AI Assistant avatar directly in Moveworks Setup without requiring external image hosting or public URLs. Your custom avatar will appear across all user-facing experiences, including chat applications, embedded assistant, web app, and popup forms.📋 Image Requirements:Format: PNG only File size: Maximum 2 MB Dimensions: Up to 1000 × 1000 pixelsIf no image is uploaded, the default Moveworks AI Assistant avatar will be used. 🌟 How to upload AI Assistant Avatar?Navigate to Organization Details → Tenant Settings → General Information in the left navigation

Hello Moveworks Admins,We're excited to announce that Permission Checker will be available in the Ingested Knowledge and Files screen on 21th January 2026.🔍 What is Permission Checker?The Permission Checker tool allows Moveworks admins to verify whether a specific user has access to specific knowledge base articles or files by selecting or providing a user’s email address. 🌟 When to use Permission Checker?A user complains that they cannot find information from specific KB articles or files in their search results, even though they should have access Admins have changed permissions, group memberships, or ACL rules in source system and want to confirm they are reflected in Moveworks After updating permission rules in Moveworks, admins need to validate that content permissions are reflected correctly Need to verify that new employees/UAT users

📊 How Feedback Is Collected & How to Get All Feedback Data Today, users can give feedback on a bot response in two steps:1️⃣ Thumbs Up / Thumbs Down (Quick Feedback) Users react with 👍 or 👎 on the bot response This action always gets recorded, even if the user does nothing else 📍 Where this data lives Table: interactions Filters to apply: interaction_type = link_click interaction_content = helpful or not helpful ➡️ This captures all feedback clicks, including cases where users do not submit written feedback.2️⃣ Optional Written Feedback (Form Submission) After clicking 👍/👎, users are taken to a feedback form. Submitting the f

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?

ProblemA failure in ingestion from a single application currently stops the entire ingestion flow, preventing updates even when other sources are healthy.Request:Introduce an active–passive failover switch for each application connector within the ingestion pipeline. So if there is an issue with one application the whole ingestion process still completes and only attributes used from the failed application is not updatedBenefitsPrevents full ingestion stoppages Ensures maximum data freshness from available sources

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