Here, you can find troubleshooting instructions for all errors that happen inside your Moveworks Assistant.

Plugin not selected by Assistant

Possible cause: Plugin not deployed

To fix: Your plugins can take up to 2 minutes to be deployed after launch. Please wait & try again.

Possible cause: Failed access control

To fix: Make sure your identity matches your launch options. Data is case sensitive.

Possible cause: Assistant believed your plugin was irrelevant

Natural language may not have found your chat message similar to the trained examples.

To fix: Try adding the new chat messages as positive examples to the Edit Triggering stage & test again.

To fix: Try updating your plugin name & description to be more clear.

Plugin questions are confusing / drop details

Assistant use reasoning & chat context to ask more natural questions but it may drop important details.

To fix: Setup descriptive slot names: Make sure your slot names are 1. descriptive & 2. unique from other slot names. Assistant will be more accurate when generating questions if it clearly understands the purpose of your slots.

To fix: Consider setting up your slots as explicit questions so that the question dialog doesn't get skipped.

Plugin drops-off during follow ups

Possible cause: Plugin dropped previous slots from its context

To fix: To improve Assistant's ability to retain slots, set up descriptive slot names & question details.

To fix: Check if you can reduce plugin complexity. Generally the more the number of slots, the higher risk of dropoffs:

• Remove extra event slots that are not useful.
• Check if multiple event slots can be combined into 1 larger event slot.
• Check if extra Path branches can be combined or reduced.

Possible cause: Plugin found another plugin to be more relevant

To fix: Add re-triggering instructions to plugin description: e.g. Continue selecting this plugin for PTO balance related issues.

API call fails in a plugin

Your Path fails when you get the message: Unfortunately, I ran into an issue and can't directly help you at the moment. This typically happens due to a malformed API connection.

Possible cause: Invalid characters in API endpoint

We don’t support special characters in the API endpoint path.

To fix: Make sure you only include letters (a … Z), numbers (0 … 9) or slashes (/) in your endpoint path.

Possible cause: No opening slash / or trailing slashes / in API endpoint

To fix: ✅ Ensure there’s an opening slash

To fix: ❌ Make sure there’s no trailing slash

Possible cause: Invalid reference to the user’s email in API

To fix: Make sure to use {{user_email_addr}} to reference the internally stored user’s email. This value is only available in the endpoint URL, Query Param, & the Request Body Bender.

Possible cause: Invalid reference to a user question in API

To fix: User question responses are reference-able using the {{question prompt}} notation. Again, these prompts are only available in the endpoint URL, Query Param, & the Request Body Bender. Accessing this information from another field may cause this error.

Assistant is extracting wrong user slots

Possible cause: Assistant isn't trained to extract your slots

To fix: To improve Assistant's ability to extract slots accurately, set up descriptive slot names & question details.

To fix: For Queries, add examples of slot extraction to clarify how Assistant should extract slots from your utterances.