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

I am currently facing an issue with the Moveworks WebChat integration on the ESC portal. The WebChat icon is not being displayed as expected.We have followed the provided documentation - https://apc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fdocs.moveworks.com%2Fai-assistant%2Fgetting-started%2Flabs%2Fpartner-demo-guide%2Femployeeworks-installation-guide-errata&data=05

Hi community,We're running into a permissions gap with our ServiceNow Knowledge Base content ingested into Moveworks Internal Knowledge. Users who are Knowledge Base managers or contributors in ServiceNow are not being served articles through the bot — they receive a "no permission" response in the permission checker even though ServiceNow implicitly grants them read access.I understand why this happens — Moveworks evaluates access strictly against the Can Read User Criteria records and doesn't inherit implicit ServiceNow access for contributor/manager roles. What we'd love to know:Has anyone found a way to scope Additional Access DSL rules more granularly — for example, per KB or per article category — rather than granting blanket access? Is there a supported way to ingest ServiceNow KB Manager/Contributor role assignments as user attributes so they can be referenced in DSL rules

We are looking to clean up some of our data in EXI, specifically, there are assignment groups today that simply exists for the purpose of logging a ticket for an already automated process/notification. There is nothing our bot will ever do with these. We have added a DSL rule in Moveworks Setup under Ticketing Automation > Ticketing > Ticket Filters under Universal Ticketing Fetching Filter for the agent to ignore these assignment groups. My question is, will this stop EXI from picking up any incident in these assignment groups or is there someplace else that I need to write a DSL rule to avoid EXI from picking these up in its data? 

In the attached, you will find the link for the user - moveworks Ingestion along with other trigger data etc. How do I remove this content from the chat history within the feed? Is this something that is part of the config and cannot be removed?

We’re excited to announce major upgrades to content troubleshooting in Moveworks Setup, available starting April 15, 2026. This release enhances visibility, accuracy, and usability across the Data Crawling Viewer and Control Center, making troubleshooting faster and more effective. 🧭 What’s New in the Content Troubleshooting Enhancements?Data Crawling Viewer Enhancements More accurate crawl statuses: Improved logic to better reflect crawl outcomes, eliminating misleading success/failure states. Crawled Records view: Records successfully fetched during a crawl run, shown with record ID, title, and timestamp. Failed Calls view: API calls that encountered errors during the crawl, including: Error code (e.g., 401, 403, 429, 500) Error message explaining the cause API endpoint that was called when the failure occu

Hello Moveworks Community! We are thrilled to announce a major expansion to the Moveworks Data API. Starting April week 1, 2026, we are evolving the API from a "user-engaged" model to a "system-wide" model by introducing visibility into System-Triggered Events.Currently, our Data API focuses on conversations where a user has actively participated. But we know that much of the magic of Moveworks happens proactivity—through notifications, ticket interceptions, and channel resolutions. This update brings that proactive power directly into your hands for deep analysis and reporting. What’s Changing?We are updating four core entities to include System-Triggered Events (Notifications, Channel/Ticket Interception reach-outs)Please note that these changes are ADDITIVE in nature and will not break any of your dashboards. However, to

Hi everyone. I am here to learn how my ServiceNow Analyst role will evolve in this environment. 

Hi Team, While trying out the Beta Conversation API, I’m getting 404 API Not Found response. How can we resolve this or enable the beta Conversation API.

Previously I was able to open Analytics, click User Insights and then export a CSV list of all bot interactions. I could evaluate hundreds or thousands of interactions. This option is gone. Where did it go?Previously, I could go into Analytics, go to Plug-in Insights and scroll to Knowledge Gaps. This option is gone. Where did it go?It’s frustrating to not find critical information nor not be warned that these changes are coming. Even sorting community responses is exceptionally poor. Other data sources give you the option to sort by date. This a basic feature yet it is missing from the Moveworks Community. 

Hello Community!We are excited to announce the upgrade from Triage 1.0 to 2.0! After the GA announcement of Triage 2.0 in Q4 2025, 40 customers have upgraded and have had incredible impact:Improved overall performance, a lift to Precision & Coverage, to route and categorize more tickets. Relaxed data requirements, allowing model training below 100 ticketsNow, we’re ready to bring the enhanced power of Triage 2.0 to all current Triage 1.0 customers!What does this mean for you?We already did the work to build the Triage 2.0 index in the background, without any disruption to your operations (

Hi, Is there any consideration to reduce the delay on these data exports (this would to help with both testing result readout timeliness and post-go live results support to view employee feedback in real time instead of needing to wait a day or day+ considering UTC timing)? This would help a lot with quicker triage within our internal teams to improve the chatbot experience.

Hi,Are there any plans in the next roadmap or two to consider having the ingestion sync be more often than every 4 hours (in both production and sandbox) for content updates, as well as more often than 12 hours for user permissions (Can Read/Cannot Read HR ServiceNow Criteria) updates? Thank you!

Announcement: Sunsetting Legacy Analytics SFTP Reports As part of our commitment to modernizing our data infrastructure and aligning with the Classic Bot deprecation, we are officially sunsetting legacy Analytics SFTP reports. These reports were designed to serve data exclusively for the Classic Bot experience. As we transition toward a more integrated AI Assistant environment, we are moving all reporting to our high-performance Data API and Product Dashboards.What is Changing?The following reports and their associated SFTP access will be deprecated: All Classic Bot usage and performance reports. daily_user_roster daily_triage_record

Hi everyone,We're making the Enterprise Search section of Moveworks Setup clearer and easier to navigate. Starting April 6, 2026, you'll notice updated labels, a restructured navigation, and renamed connectors. These are display-only changes — no functionality, URLs, configurations, or APIs are affected.Why are we making this change?As we expand Enterprise Search and its configuration journey in Setup, the existing navigation labels had become confusing:"Enterprise Search" serves as both a product SKU name and a Moveworks Setup configuration page name, causing ambiguity on whether this page is linked to the SKU or not "Max Capacity" has already been coined in our new SKUs, and "Next Gen" connector labels were adding to the confusion on which connector to use where The new ingestion journey for Max Capacity connectors doesn't diffe

Is Moveworks Analytics down for anyone else? I’m not seeing anything on the Overview section. I’ve tried logging in and out and refreshing the page but nothing else is showing. Just checking to see if this is an isolated incident or if others are experiencing something similar.

Hi Moveworks Admins,We’re excited to announce that new Ingested FAQ screen will be available in Moveworks Setup on March 26, 2026. This screen provides comprehensive visibility into FAQs imported from Google Sheets, making FAQ troubleshooting easier and more effective.🌟 Key BenefitsCheck health of FAQ crawling: Monitor whether Moveworks can successfully crawl and ingest FAQs from your Google Sheet Periodic checks on key metrics: Keep periodic checks on Crawled FAQs, Indexed FAQs and Not Indexed FAQs Perform UAT of newly configured system: Validate that content is successfully ingested and indexed. Additionally, verify ingested and serving record counts meet expectations🧭 What’s New in FAQ Control Center?New Ingested FAQ screen come with new capabilities:Visibility into FAQ crawling View of total FAQs crawled, indexed, and not indexed C

Hello Moveworks Community,We wanted to give you a heads-up about a brief maintenance window coming up tomorrow for Service Account Configuration. 🗓️ Maintenance WindowWe will be placing a temporary edit lock on Service Account Configuration during the following times:Region         | Time Window---------------|------------------------------IST (India)    | Wed, Mar 25 — 11:00 AM – 5:00 PMPDT (Pacific)  | Tue, Mar 24 — 10:30 PM – Wed, Mar 25 4:30 AMEDT (Eastern)  | Wed, Mar 25 — 1:30 AM – 7:30 AMCET (Europe)   | Wed, Mar 25 — 6:30 AM – 12:30 PMAEST (Australia) | Wed, Mar 25 — 3:30 PM – 9:30 PM 🛠️ What's affectedDuring this window, users will be unable to edit or create new Service Account configurations. Already-configured service accounts will not be affected and will continue to function normally — there is zero runtime impact on your AI assistant.💡 Why is this happening?We are

Hey moveworks community, As announced earlier regarding the upcoming changes in the notifications entity of Data API : HEREThis post highlights the schema of Conversations entity that you can expect after the rollout. We encourage you to update your data pipeline accordingly to get the most of this rollout.  Conversations entity Col Name (Data API convention) Expectation id Unique ID for the conversation user_id User ID primary_domain primary_domain populated for DM, Ticket & Channel Interception events wherever detected route One of these enum values - DM, Notificatio

Hello Moveworks community, We're excited to announce a new troubleshooting tool in Moveworks Setup: API Audit Logs. Partners and customer admins now have full visibility into every external API call Moveworks makes on your behalf — including the URL, HTTP method, response code, and full request/response payloads. (Only for built-in plugins) What Are API Audit Logs?Every time Moveworks calls an external system — your ticketing platform, identity provider, software provisioning tool, or live agent system — that call is now logged and surfaced in real time. Logs are captured near-instantly, as soon as a conversation or workflow execution completes.You can find them at: Moveworks Setup → Organizational Details → Audit → API LogsNote: API Audit Logs cover external API calls made by Moveworks built-in skills only. For Agent Studio workflows, you can re

 Hello Moveworks community,  To prepare for upcoming enhancements to our Moveworks Setup tool —including highly requested features like Configuration Delete—we will be performing a scheduled system migration on Friday, March 6th.To ensure data integrity during this update, we will implement a temporary edit lock on specific configurations. 🗓️ Migration Window The edit lock will be active on Friday, March 6th, during the following times:Region Time Window IST (India) 9:00 AM – 6:00 PM PST (Pacific) 7:30 PM (Mar 5) – 4:30 AM (Mar 6) EST (Eastern) 10:30 PM (Mar 5) – 7:30 AM (Mar 6) CET (Europe)

 Hey community, Quick update: the Sample Interactions column currently visible in the KB Gaps widget will be removed, to ensure proper governance around access to raw user interactions.Users with the Interactions Viewer role will still be able to click the widget to drill down and view raw interactions in the side pane.This same change will also apply to the Sample Interactions column in Plugin Insights (Forms) starting March13.  

Hello Moveworks community, As announced before here, we’ll be updating the SIEM log pipeline on March 31st’2026. Please refer this post to understand the list of enhancements that you can expect.  Let us know if you have queries and we’ll be happy to help. Thanks

 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.