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

 Hello Moveworks Team,We would like to request an enhancement to support importing specific Microsoft Entra ID (Azure AD) group memberships into Moveworks user profiles as custom attributes through the Microsoft Graph connector.Current EnvironmentWe are successfully ingesting users and user attributes from:ServiceNow Workday Microsoft Graph (Azure AD / Entra ID)into Moveworks User Identity.Our user ingestion processes are functioning correctly, and user profiles are being populated with standard user information.Business RequirementWe have several custom business use cases that depend on a user's membership in a small set of Azure AD groups.Examples include:Finance users Operations users Procurement users Snowflake access users Other business-specific entitlement groupsWe are not requesting synchronization of all Azure AD groups for every user.Instead, we only need support for a very limited number of specific groups (less than 5 groups).The goal is to store group membership informatio

Hi everyone,Our organization is preparing to connect to the Moveworks Data API to pull metrics into our own BI tools to better measure the overall value of our bot. Before we kick off the technical work and internal security reviews, I would love to hear from other customers who have already gone through this process.We are currently trying to map out our internal dependencies and understand the real-world effort. If you have successfully set this up, I would appreciate your insights on the following:1. Setup & Implementation EffortWhich internal teams did you need to involve (e.g., Data Engineering, InfoSec, Network)? What did the setup work look like on your end versus what Moveworks handled? How long did it take from the initial request to your first successful data pull, and what were the biggest blockers?2. InfoSec & Network ValidationDid your InfoSec team have any major concerns regarding where the data is stored or the endpoints/URLs required? Is the API exposing anythin

We identified and resolved an issue that affected the conversation_id field in the Interactions table between June 1 and June 8, 2026.During this period, the conversation_id displayed in the Interactions table used a different ID format than the one shown in the Data API and Chat Evaluator. While the formats did not match, both IDs represented conversations at the same level of granularity.There was no impact to any metrics, calculations, or reports. Performance data, volumes, and usage metrics remained accurate throughout the affected period.Our Data team deployed a fix on June 8, 2026 to realign the impacted data. The issue is now resolved, and the corrected conversation_id values in the Interactions table now match the corresponding IDs used across our Data products. Analytics Team

Hello Analytics community! 👋We're excited to announce that Enterprise Search Insights is now available — a dedicated analytics report that gives admins, champions, and content owners full visibility into how your organization is using Enterprise Search.Unlike AI Assistant Insights (which focuses on multi-turn conversations), this report is purpose-built for search sessions and queries — the navigational and keyword-discovery interactions your users rely on every day. It's designed to answer three core questions:1. Adoption & Usage — Who is using Enterprise Search?2. User Engagement — What actions are users taking (clicks, filters, deeper dives)?3. Improvement Opportunities — How can you improve search quality through better system connectivity and content performance? 🧭 What's New in Enterprise Search Insights?📈 Adoption & Usage metrics- Total Active Users with trend comparisons vs. previous periods- Total Search Volume- Repeat vs. New User breakdown- Active user trends over

When I create a custom domain, this one states: Domain Name  *The name of the custom domain, e.g. 'Manufacturing'. Note: This name must match the category key for Smart Handoff configuration (case insensitive). However my domains are named HR, IT, FINANCE, PROCUREMENT, PAYROLL, FACILITY, LEGAL, TRAVEL_AND_EXPENSE — no _DOMAIN suffix. But in my Handoff export's DSL rules and Metadata Domain fields say HR_DOMAIN, IT_DOMAIN, FINANCE_DOMAIN, FACILITY_DOMAIN. And those strings don't match.So where does Moveworks appends _DOMAIN ? is it somewhere internally?

Has anyone integrated the Service Operation W. with the live agent handoff of Moveworks? - I have the connector ready in Moveworks that is handling my ITIL tickets at the moment, but not connected to the SOW yet. Any idea how to accomplish this?

I’m looking to send a message to all users in our organization, so how can I do this using Moveworks? Can’t find a way.

I cannot download the User Feedback column from Moveworks Analytics > AI Insights > Interactions Table > Raw Interactions. The column displays on screen but does not download as a CSV even when all three options are selected.

Are there QA environments for Moveworks? If so how do I know I have enabled Moveworks QAs instances on my end? Currently I’m working with our Production Moveworks instance and it is a huge lame...

This is related to our ITSM process in ServiceNow. I’m looking to trigger a notification by our bot on Teams when the State of a ticket is changed, like an event-driven action. I noticed that there is an existing notification trigger but this only works when the fulfiller has written down Additional Comments (Customer Visible), otherwise it does not trigger any notification. 

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%7C02%7Cveenal.lalwani%40infosys.com%7Cfb2f370a78bf495e261f08deaefe8800%7C63ce7d592f3e42cda8ccbe764cff5eb6%7C0%7C0%7C639140605412814054%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=%2Fr17d778x6CjlXps8KugNiGWyKiIggDsri38ctdLl88%3D&reserved=0and completed all the required configurations, including:Installation of the Moveworks plugin in ServiceNow Bot setup in Moveworks Uploading the JKS certificate in ServiceNow Configuring the corresponding CRT file in MoveworksDespite completing these steps, the WebChat icon

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? Are there any other patterns (custom user tags, ingestion mappings, permission rule strategies) that team

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 occurred Redesigned UX: New Healthy/Unhealthy resource statuses, a dedicated View Logs page, cleaner UI, and consolidated content resources in one section. Redesigned UI/UX

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 make maximum out of this new data you must update your data pipeline. Conversations Entity: The scope is moving from "user-engaged" to all conversations, including

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 (learn more about the technology).After April 30th, we will upgrade your Triage instance, if you are currently on Triage 1.0.Where can I review the training results?In Moveworks Setup, go to “Triage 2.0” → click on the Config name, e.g. “assignment_group”Then, click “Build Triage Index”Last, click “Fetch Report”. You can also click “Triage Data Visualization” to view the scatter plot of your data.W

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 Where to find AI Assistant analytics dataTo ensure your team has uninterrupted access to the insights you need, please transition to the following alternatives  : For daily_user_roster: Utilize the /users entity within the Data API. For daily_triage_record: Use the Triage Insights Dashboard and the "View Tickets" download functionality. For all raw