Built-in AI Agents

What are built-in AI Agents?

Built-in AI Agents are plugins that are connected to the Moveworks Agentic Reasoning Engine to execute different actions on behalf of users, including search, workflow automation, and content generation.

Moveworks’s Agentic AI Assistant is equipped with over 20 built-in plugins, covering use cases like knowledge search, IT ticket management, HR approvals, Access Access, Account management, and more.

Built-in plugins

Search & Look up

Plugin NamePlugin Description
Forms PluginThis plugin enables search on forms. In-bot fillable forms are enabled by default.
Knowledge Base PluginThis plugin enables search on knowledge base articles and files.
Room Registry PluginThis plugin enables conference room lookups
People Registry PluginThis plugin enables employee lookups

Actions

Plugin NamePlugin Description
Change Preferred Language PluginThis plugin allows a user to explicitly request a change in bot response language.

Please contact your CS team to enable MLS capabilities for the Copilot
Ticket Information Plugin (Single Ticket)This plugin lets user look up a ticket with a ticket ID
Ticket Information Plugin (List of Tickets)This ticket fetches a list of tickets associated with the user.
Add comment to Ticket PluginThis plugin adds a comment to a ticket. If Multi-language support and ticket filing translation are not enabled, this plugin should be active and “Add Comment to Ticket plugin (MLS)” should be disabled.
Add comment to Ticket Plugin (MLS)This plugin adds a translated comment to a ticket. If Multi-language support and ticket filing translation are enabled, this plugin should be active and “Add Comment to Ticket plugin” should be disabled.
Resolve Ticket PluginThis plugin sets the state of the ticket in question to resolved.
Reopen Ticket PluginThis plugin reopens a resolved ticket
Create a Group PluginThis plugin creates a distribution list
Add User to a Group PluginThis plugin adds one or more users to a distribution list
Remove User from a Group PluginThis plugin removes one or more users from a distribution list
Group Membership Status PluginThis plugin checks whether a user is a member of the distribution list specified
Owner of a Group PluginThis plugin returns the owner of the distribution list
Grant Software Access PluginThis plugin automatically provisions software for users
Unlock Account PluginThis plugin unlocks the users’ account (such as Okta, Azure AD)
Reset Password PluginThis plugin resets the users’ account password in the configured systems
Reset MFA PluginThis plugin resets the users’ MFA
Change Password PluginThis plugin automatically changes the users’ password after user engages with a Password expiry notification
Approval Information PluginThis plugin lets user view the next pending approval
Approval Information Plugin (List of Approvals)This plugin lists open approval records associated with the user
Update Approval Record PluginThis plugin lets user take action on an approval request from notifications
Smart Handoff PluginThis plugin calls the smart handoff function that allow users to file a ticket, connect with an agent, or view other help options

Productivity

Plugin NamePlugin Description
Write Email PluginThis plugin will write the requested text in an email format (with a subject line and a body). It will not send the email, just write the text of an email.
Translate Text PluginThis plugin will translate any text (either explicitly specified in the current user message or from a previous message) into a specified language. It will not change the user’s language preference setting.

Plugin deflection message

What are plugin deflections?

Plugin deflections allow stakeholders to configure instructions and self-service messages for the Reset PasswordPassword ExpiryUnlock Account, and Reset MFA plugins. This allows the Moveworks Copilot to provide users with self-service messages or links to relevant portals, rather than directly executing actions on external systems.

How to use plugin deflections?

You can configure plugin deflection directly underneath each plugin. If a plugin deflection message is configured, the plugin will return the message instead of executing a workflow.