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

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

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